Frequently Asked Questions
Are you accepting new patients?
Thank you for your interest in working with us! Yes, we are accepting appointments for in person visits and telehealth and generally can get you in within the next 1-3 days.
What is telehealth or telemedicine?
Telehealth or telemedicine services allow you to see the provider via a secure video on your phone or computer for your appointment and receive the same quality services you would normally get in office. We have found that connection via internet on the computer works better than via phone service. We utilize a HIPAA compliant video system called Mend Telehealth. For tips on using Mend, click HERE. For tips on setting up your home area for your telehealth visit, click HERE.
What can I expect as a new patient?
Your treatment starts the moment you contact the office. After determining how we can best assist you, staff will schedule and confirm your initial evaluation. You will receive a welcome email and text with further instructions for your visit. All intake paperwork can be electronically completed on your phone or computer and will be sent via email. New patient appointments are typically scheduled for 60 minutes. Please come prepared with a list of your current medications, including vitamins/supplements. Lab work orders and prescriptions will be sent electronically to your preferred lab and pharmacy locations during the visit.
For in-clinic appointments, we ask that you arrive 15 minutes prior to your visit to ensure completion of paperwork and any testing has been completed. We are located inside The Worklodge at the back of Vintage Park across from the H-E-B, and you can check in with the receptionist when you arrive.
If your visit is via telehealth, a link will be sent to your phone via text and email for testing your connection and joining the appointment. We ask that you login 10 minutes prior to your appointment time to ensure working technology.
Do you take my insurance?
Sulcata Psychiatry is an out-of-network specialty provider with all private insurance companies, as well as Medicaid/Medicare. However, we do accept all FSA and HSA cards. In order to allow for more comprehensive and personal care, our office policy is for patients to pay for their medical services at the time of their visit. We can provide you with a completed claims form ("Superbill") which you may submit to your individual insurance company for reimbursement, based on your specific plan's benefits. Click HERE for our pricing and payment options.
Why don't you accept my insurance?
Unfortunately insurance acceptance comes with excessive regulations that can create a barrier to you receiving the care you need. For example, many insurance providers require you to have a referral prior to seeing a specialty provider (including psychiatric care), and many of these clinics have extremely long waitlists to get in. Others will limit the appointment types, treatments, and services you are able to receive - including telehealth.
By not accepting insurance, we are able to provide you immediate access to care with no referral required, longer appointment times when necessary, and all appropriate treatments no matter your location or distance from our office. However, we do accept FSA and HSA cards, and we also ask for a copy of your insurance card (if applicable) prior to your visit in order to ensure that your medications will be covered at the pharmacy.
How do I request a refill on my medication?
Please call the office directly for refill requests, or request a refill via the patient portal. Please note we do not accept automatic electronic refill requests generated by pharmacies. We do ask that you call at minimum 5 days prior to needing a refill to ensure that you are able to obtain refills prior to running out of medications, although we do try to process requests within 1-2 business days. Any new medications will require a patient visit and all controlled substances require a visit at minimum every three months. Please note that refill requests are not considered emergencies, and we will process them as soon as possible during business hours.
What if I have an emergency outside of business hours?
In all cases of a true, time-sensitive emergency - both medical emergency or actively suicidal thoughts - you should dial 911 and/or go to the nearest Emergency Room BEFORE notifying the doctor.
Please note there is no official on-call service available for Sulcata Psychiatry after hours. We have an emergency escalation option via phone that we try to respond to within 1 hour, but cannot guarantee that response time. All regular messages left after hours will be checked the next business day and will be responded to as soon as possible. Therefore, we ask that you notify us of emergencies AFTER receiving treatment at the nearest hospital or emergency center. Please note that medication refill requests are not considered emergencies.
For suicidal thoughts, you can also contact the National Suicide Prevention Hotline at 1-800-273-8255 to reach a counselor 24/7. Click HERE for further emergency resources.