Two Chairs Practice Policies

Kaiser Permanente Northern California

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 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.


Please be on time for your scheduled appointment. If you are late for your appointment, there may not be enough time for a session. Your session 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 send an email to or call us at 415-202-5159 (8:00am - 6:00pm PST, Monday through Friday).
  • If you are running late for your individual session, please email your clinician directly.

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 email us at or call us at 415-202-5159 (8:00 am - 6:00pm PST, Monday through Friday).
  • If you need to cancel or reschedule your individual therapy session, please email your clinician directly.


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 another method of payment. Please note, if you have an outstanding balance on your account, your care may be interrupted or terminated.

Electronic Communication

As part of receiving therapy services, we may send you various communications related to your care. These communications may include information on getting started with care, appointment reminders, administrative messages, and other service-related messages (“Communications”). We use electronic forms of communication, including but not limited to: (1) emails to the address provided during sign-up, (2) short message service (“SMS”) text messages to the mobile number provided during sign-up, and (3) Two Chairs Client App. 

If you prefer an alternate means of communication, you will need to submit a written request to and we will do our best to accommodate.

See more on our Notice of Privacy Practices here.
See more on Electronic Terms of Service here.

Appeals and Grievances

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

  • 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
  • by calling the KP Member Service Contact Center (contact below)

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


If you need assistance in accessing care, please check 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:


If you have any questions or concerns regarding the Practice Policies, please speak to your clinician or email 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 988, or go to your nearest emergency room.

Additional crisis resources can be found at

Updated: February 15, 2024