Telehealth Services

Modern technology has allowed many mental health services to be conducted remotely and for some individuals, this has become the preferred method of service delivery. Most services at TAP can be conducted using telehealth; however, we reserve the right to require you to come in-person for services if this is clinically, ethically, or legally necessary.

Despite advances in technology, licensing restrictions are still evolving to permit practice across state lines. Though TAP does have select providers that are able to offer select services in select other states, we primarily serve North Carolina residents. If you are or plan to be in another state during your services with us, you must let us know this immediately so that we can determine what services or providers you may be able to receive with us.

The TAP Clinic is not responsible for determining whether your insurance will reimburse you for telehealth services. You must speak to your insurance provider to confirm they will reimburse this service and whether or not there are limitations to this reimbursement (e.g., amount of reimbursement or maximum number of services reimbursed).

Even if you do not plan to utilize telehealth services, we ask that you consent to our clinic telehealth policies. This allows us to offer you a telehealth option in exceptional circumstances (e.g., your car broke down, there is inclement weather). You may always decline this offer at the time and you will never be required to use telehealth.

TELEHEALTH PLATFORM(S) 

At this time, the TAP Clinic utilizes Zoom Healthcare for telehealth services. Zoom Healthcare is a fully encrypted and HIPAA compliant video-conferencing platform. If you receive telehealth services, either our Admin Team or your provider will send you the Zoom link prior to your session and your provider will join at the scheduled time.

If you do not already have Zoom, you will need to download the app on the device you plan to use for the appointment(s). Downloads for various devices and platforms are available at: www.zoom.us/support/download. Please be aware that you will need to enter a username, which will appear on screen. You can change the way your name appears by editing your profile on Zoom.

The other telehealth method that is occasionally used at TAP is service by telephone or a non-video Zoom call. Please be aware that insurance may not reimburse for phone calls or Zoom calls where you are not using video; for this reason, and to ensure the best possible care, we strongly prefer telehealth be conducted using a Zoom video call. We may refuse to conduct services by phone if it is clinically inappropriate. Please check with your insurance provider to understand whether video is a requirement for telehealth reimbursement.

TELEHEALTH REQUIREMENTS AND POLICIES

• You should share with your provider where you are located at the start of each session, as well as who we can contact in an emergency. If you do not plan to be located in NC for your telehealth service, you must alert your provider in advance of the session and obtain their permission to do so.
• Your provider will provide telehealth services in a private office (or a private area of their home) on secured or hard wired Ethernet connection or password protected Wi-Fi connection. They may use headphones as an additional measure of protection.
• You may not attend your telehealth session in a public space (e.g., coffee shop), while moving (e.g., in a car or on a walk), or if any other person can hear you or see your screen. You must be in a private space and if you believe you could be overheard by housemates or officemates in another room, please use headphones.
• It is imperative that you have a secured internet connection, such as a wired Ethernet or a password protected, private wifi connection. Please make sure you have a strong connection and that your internet will support video streaming without significant buffering or disconnection.
• Please treat a telehealth session the same way you would an in-person session by minimizing  distractions. Turn off notifications on your cell phone and close other applications that may be open on  your computer. If needed, please let others in your home or work space know that you will be on a call and ask that they not interrupt your appointment.
• Telehealth services are not an exception to TAP Clinic recording policies. You are strictly forbidden from live streaming, taking any recordings, photographs, or screen shots of telehealth services. This is especially true for any group services where doing so violates the privacy and confidentiality of other group members.  Violations of this requirement are grounds for immediate dismissal from services at TAP.
• If there are concerns associated with your risk to self or others and we are unable to ensure safety during or after your session, your clinician may be required to call emergency services (e.g., 911) or request that you present in-person to an ER to assess your risk. Mandated reporting and risk procedures continue to be relevant and required in a telehealth session and will be followed by your provider(s).

Additional requirements for group therapy participants:

•  Only group members who are currently participating in groups are allowed to be present on screen or in the room with you during group therapy sessions. It is a violation of other group members’ privacy and confidentiality to allow anyone else to listen to any part of the session or to view your computer screen during the group session. Please use headphones if there is any concern that the group could be overheard by others. If you need help creating privacy for group therapy sessions, please alert your provider and we can help you problem solve.

Please note that if you attend any appointment or group in violation of these agreements, your provider may terminate the appointment and you will be charged in full for the service. 

RISKS ASSOCIATED WITH  TELEHEALTH SERVICES

Insurance Reimbursement Risks. It is impossible for the TAP Clinic to know what may or may not be reimbursed with respect to telehealth services. If you choose to engage in telehealth services with TAP, you will be responsible for payment whether or not your insurance reimburses you (which is consistent with our standard paperwork as an out-of-network provider).

Privacy and security risks. Telehealth options are potentially less private and less secure than in-office visits.  Though your TAP provider(s) will make every effort to maintain your privacy on our end, telehealth opens up risks that are beyond clinic control. For example, the internet connection you use to access your session may not be secure or  you may be overheard by those with whom you live or work.

Additional privacy and confidentiality risks are associated with telehealth-based group therapy. As noted  above, we expressly prohibit recording of group sessions in any way; however, we have no way to guarantee that all group participants will comply with this rule. Please be aware that by consenting to group telehealth, you acknowledge these risks.

Logistical frustrations. Telehealth options are subject to technological malfunction, such as disconnection or buffering/delay. This may or may not result in appointment disruption or discontinuation. Every effort will be made to continue with other telehealth methods as a back-up, but this cannot be guaranteed. You will be billed based on the full service time, regardless of the amount of appointment disruption.