Practice Policy

Confidentiality Statement

Treatment and communication is confidential. This means that as your provider, I will not discuss your case orally or in writing without your expressed written permission (with the exception of insurance for billing purposes).

However, as your provider I do have an ethical and legal obligation to break confidentiality under the following circumstances:

If there is a reason to believe there is an occurrence of child, elder, or dependent adult abuse or neglect.
If there is reason to believe that you have serious intent to harm yourself, someone else, or property by a violent act you may commit.
If you disclose that you knowingly develop, duplicate, print, download, stream, or access through any electronic or digital media or exchanges, a film, photograph, video in which a child is engaged in an act of obscene sexual conduct.
If you introduce your emotional condition into a legal proceeding.
If there is a court order for release of your records.

Appointments and Cancellations

Appointments are scheduled in advance, at a cadence we agree on, based on your goals, treatment needs, and our mutual availability. Payments for each appointment will be made through the appropriate treatment portal (Headway or Grow) by debit or credit card, PayPal, or ACH transfer.

You may cancel appointments in advance without charge, as long as I receive notice far enough in advance. For appointment no-shows or last-minute cancellations (within 24 hours), you will be charged a fee of $75. Please reach out to me directly for my latest policy on the cancellation cutoff period and fees. Please note: If there is a pattern of no-shows or cancellations, provider has the right to terminate treatment. In the case of termination, you will be notified and appropriate referrals will be provided.

Availability and After-Hours Emergencies

Provider will check for voice mail messages, emails, and portal messages, during normal business hours. Messages left outside of normal hours of operation will be picked up the next scheduled business day. If provider is out of office or on vacation, automatic replies will be turned on. If you are experiencing suicidal or homicidal thoughts, are in crisis, or need immediate help, please call 911, 988, or go to the nearest emergency department.

Business Hours

Monday-Wednesday, Friday 8:30am-3:00pm

Thursday 10:00am-9:00pm

Saturday-Sunday: Closed

Contacting Me

Preferred method of contact is through your confidential patient portal, or through email (heatherphelps.lpc@outlook.com). I am often not immediately available by telephone. I do not answer my phone when I am with clients or otherwise unavailable. At these times, you may leave a message on my confidential voicemail and I will return your call once I’ve reviewed your chart, but it may take a day or two for non-urgent matters. I will make every attempt to inform you in advance of planned absences, and provide you with the name and phone number of the mental health professional covering my practice. If I need to cancel an appointment at the last-minute, I will reach out as soon as possible and reschedule.

Discharge Process

There are several reasons why we may eventually end our professional relationship. You may decide you would prefer to work with a different provider. I may reach the conclusion you would be better served working with someone else. Regardless of the case, I will first discuss with you the reasons for discharging, and if you request, provide you with a list of other qualified providers. I will also extend the discharge process length, if necessary, based on your treatment needs, including continuing to provide emergency support for a time-limited period after you have been notified of the end of our treatment relationship.

Please note that ongoing failure to pay for treatment, attend sessions, or communicate with me in a respectful and timely manner can also result in discharge from my practice. In these instances, to ensure you have continued access to care, I will still make every reasonable effort to get in touch with you and provide referrals to a new provider before I consider our relationship ended.