Two Chairs Practice Policies:
Kaiser Permanente Washington

Last Updated: May 31, 2024

Client Attendance Policy

We cannot treat an empty chair. Decades of research show that going to therapy on a regular basis and not missing sessions — referred to as “continuity and consistency” — is one of the best predictors of whether therapy will be effective for you.

For On-Going Therapy Sessions

We allow a maximum of four missed sessions (including advanced cancellations and/or no shows) every six months to ensure continuity and consistency in care. After three missed appointments, you and your clinician will discuss whether continuing treatment is right for you at this time.

Timeliness

Please be on time for your scheduled appointment. If you are late there may not be enough time for a session. Your appointment may be canceled or rescheduled.

Cancellations & Missed Appointments

You can cancel or reschedule your appointment up to 48 hours before it’s scheduled to start. There will be no fee for this.

If you are running late for a matching appointment, please email the Care Team at support@twochairs.com or call them at 415-202-5159 (M-F, 9am-5pm ET, 9am-5pm PT).

If you need to cancel or reschedule your individual therapy session, please email your clinician directly.

Client Responsibilities

We recognize that therapy can be an emotional experience, and are committed to maintaining a safe space for our clients to express themselves. Should you feel that the therapist is not the right fit, or there are concerns with the quality of therapy, you are invited to reach out to support@twochairs.com.

Behavior

Two Chairs does not tolerate any verbal hostility or abuse towards our providers. Clients who engage in verbally abusive behavior will be expected to discuss appropriateness with a relevant Two Chairs representative to continue in therapy and may be referred out for different services if deemed necessary.

Information Updates

Clients are responsible for informing Two Chairs of any updates to contact information (email or physical address) or changes to insurance. Not notifying may result in claims being delayed and/or denied. If your claims are denied, you may be responsible for the full session fee. Additionally, outdated or incorrect contact information may result in missed communications relating to your care.

Payment

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 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 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.

We may update our fees as needed, or at the start of each calendar year. The fees listed below are subject to change with 30 days written notice at any time.

Rare exceptions may be made on a case-by-case basis for illness or emergencies.

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 support@twochairs.com 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 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:

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

Questions

If you have any questions or concerns regarding the Practice Policies, please speak to your clinician or email support@twochairs.com.

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 https://www.twochairs.com/crisis-resources