Two Chairs Practice Policies

We cannot treat an empty chair.

Decades of research show that continuity and consistency of attendance is one of the best predictors of whether therapy will be effective for you.  

Client Attendance Policy

For Matching Appointments:

• We require a completed Client Profile 24 hours prior to your scheduled Matching Appointment. If the Client Profile is not completed 3 hours prior to your appointment, we will need to cancel and reschedule.

For Individual Therapy Sessions:

• We allow a maximum of 4 missed sessions (including advanced cancellations and/or no shows) every 6 months to ensure continuity and consistency in care.  After 3 missed appointments, your clinician will discuss with you whether or not continuing treatment is appropriate for you at this time.

Timeliness

Please be on time for your scheduled appointment. If you are late for your appointment, there may not be sufficient time for a session and it may be canceled or rescheduled.

• Late is defined as 10+ minutes for a Matching Appointment and 15+ minutes for an individual therapy session.
• If you are running late for a Matching Appointment, please contact us via email to support@twochairs.com or by phone at 415-202-5159 (8:00am - 6:00pm PST, Monday through Friday).
• If you are running late for your individual session, please contact your clinician directly via email.

Cancellations & Missed Appointments

Cancellations or reschedules are allowed up to 48 hours before scheduled start time with no fees.

• If you need to cancel or reschedule a Matching Appointment, please contact us via email to support@twochairs.com or by phone at 415-202-5159 (8:00 am - 6:00 pm, Monday through Friday).
• If you need to cancel or reschedule your individual therapy session, please contact your clinician directly via email.

Payment

If applicable, we require payment at the time of service.   The credit card on file will be charged for your cost share or co-insurance once your session is completed.

If you do not have an active referral, or lose insurance coverage while in care, you may be charged up to the entire cost of the session.

If the credit card on file is declined, we will contact you directly to coordinate an alternate method of payment. Please note, if you have an outstanding balance on your account, your care may be interrupted or terminated.

Electronic Communication

We use electronic forms of communication including email, text message reminders, and the Two Chairs Client App.  If you would like to opt out of text message reminders, or you prefer an alternate means of communication, requests must be received in writing to support@twochairs.com and we will do our best to accommodate.

Appeals and Grievances

You have the right to appeal a determination regarding your coverage or to file a grievance regarding the services you received. If you would like to do so, please reach out to your insurance company for the appropriate contacts and procedures. You can do so:

• in-person to a KP Patient Assistance Coordinator or Member Services Representative in the Member Services Department at your local KP facility

• via their website at http://www.kp.org
• by calling the KP Member Service Contact Center (contact below)

Two Chairs does not retaliate against clients who file complaints or grievances.

Accessibility

If you need assistance in accessing care, please reference the information below for the resources that are available:

KP NorCal Member Service Contact Center

• 1-800-464-4000 (English)
• 1-800-788-0616 (Spanish)
• 1-800-757-7585 (Chinese dialects)
• TTY: 711
• KP Interpreter Services
• Online: https://healthy.kaiserpermanente.org/northern-california/support

Questions

If you have any questions or concerns regarding the Practice Policies, please speak to your clinician or email support@twochairs.com.  Our Care Team is available to assist you 8:00am - 6:00pm PST, Monday through Friday.

If you are experiencing an emergency, crisis, or need immediate assistance, please call 911 or the National Crisis Hotline at 998, or go to your nearest emergency room.

Additional crisis resources can be found at https://twochairs.com/crisis-resources/

Updated: February 15, 2023