What to Expect

Initial Contact

Whether you call, email, or complete the "Contact Us" form on the website, the process to get started is typically the same. Our Front Office Staff will be your initial point of contact; though we try to maintain our policy to return communication within 2 business days, but life events do sometimes occur, and we apologize if this ever happens.

Front Office Staff has been specially trained to inquire about details pertaining to your specific stressors. This mini evaluation has been designed to discover whom the best suited provider may be to work with you.

We do not ask patients to commit to Triple Willow without you having an initial consultation: an opportunity to ask your questions, and get to know the provider matched with you.

Calling a Counselor

Front Office Staff will ask for your name, cell phone, date of birth, address, social security, insurance information for the subscriber (if other than patient, all the same info will be asked of the subscriber). Any of the Personal Health Information (PHI) requests may be declined, but doing so will significantly slow the process required to get counseling underway. If you wish to provide the information in a more comfortable way, OnPatient is our patient portal and allows you to complete all demographic, insurance, and treatment information with HIPAA compliant confidence.

In order to invite you to OnPatient, a minimum amount of PHI (first name, last name, date of birth, email, and cell phone) is required, and a consultation appointment must be created. An email will be sent to you once the system establishes an identity confirmed link with your specific PHI previously provided to Front Office Staff.

Follow these steps below to continue with OnPatient setup, and then continue to complete preliminary documentation to better prepare your provider to meet with you during your consultation.

To set up OnPatient:

Click the emailed link

Click Sign up or Log in

Create login

Match your PHI


Before Your Consultation

At Triple Willow, our focus is to spend quality time with you, our patients, by reducing the therapeutic time robbed from us by clerical demands. We have a collection of tech tools which help us achieve efficiency goals, set by insurances, without taking the personal touch away from healthcare.

Once you have provided your PHI with Front Office Staff, scheduled your consultation appointment, and set up your login for OnPatient, select "Check in" associated with your consultation appointment date and time. From either the Appointments page (Fig 1) or Appointment details page (Fig 2). "Onboarding forms" will load; please complete all information.

"Additional Information" - Write a few sentences to briefly explain what has compelled you to reach out to us at Triple Willow. Select any of the following 13 symptoms which you or close ones have noticed a change during the past 1-3 months. Choose a severity level of change (1-5) from your norm for that associated symptom, and complete a 1-2 sentence description providing examples of the selected symptoms. This is the ONLY step you will complete before each of your sessions; only, instead of 1-3 months, it will be 'since your previous session.' All answers will remain until you change them; so you can reference your answers from the previous check in, make updates accordingly, and leave the areas where you have seen no change.

"Changes to Medications" & "Changes to allergies" - Type in as much information about each of your prescriptions and allergies. Use Fig 3 as a guide for information to share. Previously reported information will be in the left box; if you wish to add or update any details, enter them in the right box. Please keep this up to date with ALL medication (medical, psych, over-the-county (OTC), supplement...) so we can examine and rule out potential side effects or under-noticed interactions as part of our professional due diligence.

"Name & Gender," "Patient Background," "Address," "Contact Information," and "Emergency Contact" - Complete ALL information as it is kept up-to-date with your insurance provider(s). Please make sure to keep your insurance provider(s) current with your address, phone number, and any name changes; assure the information here, at Triple Willow, matches the information on file with your insurance provider(s).

"Patient Photo" - Take or upload a photo of yourself to act as your clinical photo. This photo will be placed on ALL clinical documentation so to avoid confusion, mishaps, and/or desensitization by non-providers reviewing documentation (court ordered documents, insurance disputes, etc); place a face to the number they see.

"Consent & Signature" - Click on each of the forms to open them for review (top arrow in Fig 4); once that form has been reviewed, click "I've read this document" to populate a check in the check box for that form and a signature box. If using a non-touch-screen device (laptop, desktop, etc), you may close at anytime without losing any information. Apps are available for Apple iOS and Android devices with touch-screens, and can be used to complete this section's signature-capture more easily. This section may be updated with additional forms in the future; someone will alert you if additional forms have been added here after your treatment has begun.

"Reasons For Visit" - This section is where clinical information is collected for evaluation by your provider. Completing this section prior to your consultation also helps your provider receive a portion of the information you have to share which sets a foundation for what you wish to share. This cuts back on having to explain as much of the 'background' of, and allows you to share more about, what brings you to Triple Willow in the first place. If this section is blank, check the check box next to "New Patient." This should be selected automatically, but ... just in case. Please, be as thorough as possible with as much detail as relevant. There are sections which allow multiple selections; instructions explain to press 'shift' or 'control'/'command' to choose more than one. Remember, if you need to take a break, you can close your browser/app and come back without losing information by selecting "Check in" again (just be sure to click outside of the text box you last typed in so the system will register it as "input," you can also press 'tab' on your keyboard"). Reach out if you have questions; Front Office Staff will be able to assist you with clarifications, definitions, navigations, etc.

Before you select "I'm Done" at the very bottom, wait until it's the morning of your consultation (any time before your scheduled appointment time will work just fine), select "Check in" for a final time, review all sections have been completed, you have been appropriately exhaustive in sharing details with your provider, confirm your demographic information, and you have selected & signed all forms. Then, you may select "I'm Done" at the very bottom. By selecting "I'm Done," this triggers a time stamp to alert Triple Willow know your information is ready for review by your assigned provider, confirms your attending your appointment that day, and provides non-specific data used for grants and funding applications. Example: data collected could be use to show technology trends over the years, and show patient trend changes; thusly, prove Triple Willow's need for technology grants to fund programs making mental health more accessible to our patients.

First Session: Consultation

Consultations can last an average around 30 mins, but they do not have to follow any specific mold. Because we do not charge you for this gift we offer our new patients, there is no agenda or expectation to fill.

All time slot reservations to speak with a provider, in any capacity, automatically block 60 minutes of your provider's schedule. If you only need 20 minutes of that time, that does not waste anyones time; you don't have to "make it worth" anything. If that time was fulfilling for you that session, it's worth what it needs to be valued.

Your provider may ask you questions you already answered through OnPatient; this is common for your provider to gain additional understanding about particular information. Even if you share the same information, this can be beneficial for us as we don't always look for what is reported as much as how it is reported.

Starting Counseling

This is also a time for you to ask questions about therapy, counseling versus other treatment options, time frames, etc. You are welcome, actually encouraged, to interview your provider to make sure they are a good fit for you and your counseling treatment. This means you're attempting to discover qualities, traits, and even quarks that meld well with your own so you can be the most receptive and motivated throughout your mental health treatment. No matter what, we want you to find the best match for you; if that is with the assigned provider, a different provider not assigned, or even a provider at an office that doesn't belong to us, we want to help you find them.

We officially recommend every new patient take the information from their consultation home for them to process and evaluate with themselves and loved ones to assure the best choice for yourself is being made. Counseling is not something to enter lightly, and a lot is demanded of you during this time; you have to be ready in order to see any benefit. The worst thing Triple Willow can do for the profession of mental health is to rush people into treatment before they are ready. If someone were rushed, they might develop a sour taste for counseling; even if in the future they become ready, that sour taste could still prevent them from reaching out. History has shown, however, several patients have been diligent in their research, and are ready to commit to treatment. For these, your provider will schedule a follow-up appointment with you and ask you to think about SMART Goals.

SMART Goals

Second Session: SMART Goals

Possibly spilling into the 3rd session, your provider and you will focus the first part of treatment creating SMART Goals. An Individualized Service Plan (ISP) or Treatment Plan (TxP) consist of Goals, Objectives, and Interventions with 5 components. This is your organized roadmap and trip planner for treatment; this is where we start to sort the puzzle pieces by "edge-pieces" and color.

Often, this process is difficult for patients to complete. Experiences hint this could be because they have a 'back-log' of stress they've been waiting to share, and now they are ready to just share. No matter the reason, treatment planning remains a crucial part of the treatment process. If you have received services in the past in any capacity, Case Management, Counseling, Psychiatry, etc., you have had an ISP. We just feel you should have a say in the planning process while wanting to remain as transparent as possible with our patients.

Follow-up Sessions

We meet you where you are in your journey and focus on goals you find important on your time-line.

Your treatment is not a cookie cutter experience; Counseling is a process which involves you as an Individual. We practice Person Centered and Goal Orientated Therapy; often utilized in a Brief Therapy model, the higher powers that be have slowly been making requirement changes to involve the patient more as an active member of treatment rather than just being told what to do.

Pet Therapy

Your experience will be your own, and you will be a part of documenting that. As a part of our approach, you will take an active role in the documentation of your sessions' progress notes, intake-assessments, and treatment plans.

We project Counseling can take anywhere around 6 months to a year, but this fully depends on environmental factors as well as motivation to improve. We encourage a tapering of sessions to gradually allow you to utilize the tools and skills learned in sessions independently.

Weekly sessions typically take place for the first month; then, progress is evaluated to determine whether or not changes to the frequent of sessions need to be discussed. These mini-evaluations typically occur every 90-days with updates made to your ISP/TxP. Keep in mind you will always be a part of these decisions, and we will never force anti-therapeutic burden upon you (financial or otherwise).