FAQ

Are you accepting new patients?

Thank you for your interest in working with us! Yes, we are accepting new patients for both diagnosis & medication management appointments, as well as therapy visits. All new patient visits for medication management must be conducted in-person. However, therapy intakes and all follow up appointment types may be done via telehealth. We can usually get new patients in within the 2 weeks of calling for an appointment. While you can schedule online, call the office directly for the most accurate availability and wait times, or to be added to the cancellation wait list.

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.

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 confirmation email from Athena, our patient portal service, inviting you to create your own login to view future records.

All intake paperwork can be electronically completed on your phone. A link will be sent out via text message for uploading all required demographic information the day the appointment is made, and electronic consents are sent out several days prior to your appointment. Please complete all intake paperwork electronically prior to your appointment to avoid delays once at the office.

Please come prepared with a list of your current medications, including any vitamins/supplements you take regularly. Lab work orders and prescriptions will be sent electronically to your preferred lab and pharmacy locations during the visit if applicable.

Our main office entrance is in Vintage Park inside of The WorkLodge across from the H-E-B and next to Broken Egg Café. Please ring the doorbell and check in with the receptionist when you arrive. Our Cypress office is located inside of Serenity Wellness & Counseling at 17820 Mound Road Suite B, Cypress, Texas, 77433.

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 as a clinic is an out-of-network specialty provider with all private insurance companies, as well as Medicaid/Medicare. However, some of our providers have chosen to contract with the Headway platform to accept commercial insurances. Currently, Headway is able to bill Anthem BlueCross BlueShield, Aetna, Cigna, UnitedHealthcare, Oscar, and Oxford. Up-to-date information on which insurances can be processed through Headway can be found HERE. Should you chose to use insurance, you must complete the emailed Headway portal registration to confirm eligibility at least 24 hours prior to your visit or you will be billed at the self-pay rate.

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 for self-pay services, 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 electronic refill requests generated by pharmacies, as they are automatically generated and often inaccurate if medications have recently been changed. We do ask that you call at minimum 3 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. If you have not been seen within the last 3 months, your refill may be denied or only partially refilled until you are seen for a follow-up.

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. You can also dial 988, the mental health emergency hotline to reach a counselor 24/7. Click HERE for further emergency resources.

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.