Two Chairs Practice Policies: Kaiser Permanente Northern California

Confidentiality

No one is permitted to record a session. This includes, but is not limited to, audio recordings, video recordings, and artificial intelligence (AI) tools for capturing and processing content.  Any attempt to do so may result in the immediate ending of your session.

Therapy session content and all relevant materials to your care are confidential unless you provide written consent. However, exceptions exist:

• Risk of Harm to Self: If a client poses a substantial risk of serious bodily harm to themselves.
• Risk of Harm to Others: If a client threatens grave bodily harm or death to another person.
• Mandated Reporting: Clinicians must report suspected child, elder, or dependent adult abuse or neglect (physical, emotional, sexual, or financial). Reporting laws vary by state.
• Court Orders: Two Chairs will provide information in response to subpoenas or court orders, as required by law. Confidentiality may be overridden by a legitimate court subpoena.
• Court-Ordered Therapy: Confidentiality may not apply in court-ordered therapy or when providing expert reports to an attorney.

In order to provide the best care for you, your clinician may occasionally consult with other professionals, both within Two Chairs (internal) and externally. Internal communications among Two Chairs clinicians involved in your care are permitted by HIPAA and state law for diagnosis and treatment. For external consultations, information may be shared without using your name or other identifying information unless your written consent is obtained.

Client Responsibilities

Attendance

We cannot treat an empty chair. Decades of research indicate that consistent and continuous engagement in treatment, without missing sessions, is a primary factor in predicting its effectiveness. Simply put, treatment cannot be successful if you are not present.

On-Going Sessions

• To ensure continuity and consistency of care, you are allowed a maximum of four missed sessions, which include advanced cancellations and no-shows, within a six-month period. If you miss three appointments, your clinician will discuss with you whether continuing treatment is appropriate at this time.

Timeliness

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

Late Arrival Policy:

• Matching appointments: More than 10 minutes late.
• Individual therapy sessions: More than 15 minutes late.

How to notify us if you are running late:

• Matching appointments: Email support@twochairs.com or call 415-202-5159.
• Individual sessions: Email your clinician directly.

Behavior

Two Chairs maintains a strict policy against verbal hostility or abuse directed at our employees. Clients who engage in such behavior will be required to discuss the appropriateness of their conduct with a Two Chairs representative to determine continued treatment. If deemed necessary, clients may be referred to alternative services.

Information Updates

You must inform Two Chairs promptly of any changes to your contact information or insurance details. Inaccurate or outdated contact information could also result in missed communications regarding your care. Failure to do so may lead to delayed or denied claims, potentially making you responsible for fees.

Payment

Payment, if applicable, is due at the time of service. Your credit card on file will be charged for your cost share or co-insurance after your 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.

Cancellations & Missed Appointments

Appointments may be canceled or rescheduled without incurring a fee, provided that such changes are made at least 48 hours prior to the scheduled session.

How to cancel or reschedule your appointment:

• Matching Appointment: Contact the Care Team by emailing support@twochairs.com or calling 415-202-5159.
  
• Individual Therapy Sessions: Email your clinician directly.

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 Kaiser Permanente Northern California for the appropriate contacts and procedures.

Accessibility

If you need assistance in accessing care, please reach out to Kaiser Permanente Northern California for the appropriate contacts and procedures.