Two Chairs Practice Policies: Kaiser Permanente Northern California

Last Updated: Dec 8, 2025

The therapeutic relationship is a deeply personal, yet contractual, agreement. This document outlines the framework for our work together, ensuring a clear understanding of expectations for both parties. Feel free to discuss any points with your consult or matched clinician.

Whether you receive services in-office or through teletherapy, the Two Chairs Practice Policies, Informed Consent, Notice of Privacy Practices, and all applicable Federal and State laws apply.

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:

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 Inaccurate or outdated contact information could also result in missed communications regarding your care.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:

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.

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.

Questions

If you have any questions or concerns regarding Two Chairs 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 here