Practice policies

Notice of privacy complaint process

Evolution Counseling Services is committed to protecting the privacy and security of your protected health information in accordance with applicable federal and Texas law (Texas Health & Safety Code §181.105).

If you believe your protected health information has been used or disclosed in violation of privacy laws, you have the right to file a complaint. Complaints may be submitted to Evolution Counseling Services, Privacy Officer, at info@evolcounsel.com or 713-819-2660.

You may also file a complaint with the Office of the Attorney General of Texas, Consumer Protection Division, P.O. Box 12548, Austin, TX 78711-2548, phone (800) 621-0508, or at texasattorneygeneral.gov. All complaints must be submitted in writing. Evolution Counseling Services will not retaliate against any individual for filing a complaint, and will investigate all complaints promptly and thoroughly.

Appointments and cancellations

Clients are required to cancel or reschedule appointments at least 24 hours in advance. If a session is cancelled with less than 24 hours' notice, or if you miss your appointment, you will be charged a $75 late cancellation/no-show fee. Your appointment time is reserved exclusively for you; when cancellations occur without adequate notice, that time cannot be offered to another client.

If you arrive late, the session will still end at the originally scheduled time. A 15-minute grace period is allowed to log into your appointment. If you have not joined within 15 minutes of the scheduled start time, the appointment is considered a missed session.

Automated reminders are typically sent 48 hours and 15 minutes prior to your appointment via text or email. While we make every effort to ensure reminders are sent, system errors may occur, and clients remain responsible for keeping track of their scheduled appointments.

Payment policy

Payment for services, including copayments, coinsurance, or self-pay fees, is due at the time of service. A valid credit card must be kept on file for all clients, and any outstanding balances may be charged to that card.

Insurance coverage

While our administrative team may assist with verifying insurance benefits, clients are ultimately responsible for understanding their insurance coverage, including copayments, deductibles, and coinsurance. If a claim is denied or returned unpaid due to non-coverage or an unmet deductible, the client is responsible for the full balance.

Employee Assistance Program (EAP) coverage

EAP benefits can be a helpful way to begin therapy. However, EAP plans typically provide a limited number of sessions that may not be sufficient to fully address ongoing concerns. Clients are encouraged to understand their regular insurance benefits in order to continue therapy once EAP sessions have been exhausted. EAP benefits are generally accepted once per year per client, depending on the plan.

Telephone accessibility

If you need to contact the practice between sessions, please leave a voicemail or send a message through the client portal. Clinicians are often in session and may not be immediately available; however, someone from the practice will typically respond within 24 business hours. Electronic communication should not be used for emergencies.

Social media and electronic communication

To protect client confidentiality and maintain appropriate professional boundaries, clinicians do not accept friend or contact requests from current or former clients on social networking sites such as Facebook, Instagram, LinkedIn, or similar platforms. Engaging in social media connections with clients could compromise confidentiality and blur the boundaries of the therapeutic relationship.

Minors

If the client is a minor, parents or legal guardians may have legal rights to certain information about treatment. Our clinicians will discuss with both the minor and the parent/guardian what information may be shared and what may remain confidential in order to support the therapeutic process.

Telehealth sessions

For telehealth sessions, clients must be stationary and located in a private, safe environment. Clients should not attend sessions while driving or operating a vehicle, as this creates safety concerns and may disrupt the quality of the connection.

Termination of services

Ending therapy is an important part of the therapeutic process and should ideally include a planned termination discussion to allow for appropriate closure. The practice may recommend terminating services if:

• Therapy is no longer clinically appropriate
• Treatment goals have been met
• Payment obligations remain unpaid
• The client repeatedly misses scheduled appointments

If a client misses, cancels, or reschedules three consecutive appointments, services may be discontinued. Additionally, if a client does not schedule an appointment for three consecutive weeks and no prior arrangements have been made, the professional relationship may be considered discontinued for legal and ethical reasons. If services are terminated or a client requests a different provider, the practice can provide referrals to other qualified mental health professionals.