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📄 Astral Health Policies
Welcome to Astral Health. We’re committed to providing high-quality, personalized care. Please take a moment to review our policies, which help us serve you safely, respectfully, and efficiently.

Appointments & Cancellations

  • Appointments must be scheduled in advance through our online portal or by phone.

  • Please provide at least 24 hours’ notice for cancellations or rescheduling.

  • No-shows and late cancellations may be subject to a fee or result in discontinuation of services.

Payment & Insurance

  • We accept most of insurance plans. (Please, see "Insurance" Page). 

  • If we accept your insurance, we will bill your insurance directly for covered services. You will be responsible for any co-pay, deductible, or co-insurance amounts, which are due at the time of your visit.

  • If you are uninsured or have insurance we do not accept, you may choose the self-pay option and pay out-of-pocket at the time of service.

  • We do not offer a sliding scale or payment plans at this time.

  • Please bring your insurance card and photo ID to every appointment so we can confirm your coverage.

🔒 Privacy & HIPAA Compliance

  • Astral Health complies with the Health Insurance Portability and Accountability Act (HIPAA) to protect your personal health information.

  • Your medical records, treatment plans, and communications are kept confidential and secure.

  • We use a HIPAA-compliant electronic health record system (Charm EHR) for scheduling, documentation, prescriptions, and messaging.

  • Information will not be shared with anyone without your written consent, except when required by law (e.g., in cases of abuse, danger to self or others, or court orders).

  • You may request a copy of your medical records or a full notice of privacy practices at any time.

📱 Telehealth Services

  • We offer telehealth appointments for established patients when clinically appropriate. Telehealth may be used for mental health follow-ups, medication management, substance use treatment (MAT), and some primary care follow-up visits.

  • We do not offer new patient primary care visits via telehealth. New patients seeking primary care services must be seen in person for a physical exam and proper evaluation. Annual physicals, preventive care visits, and any appointment that requires a physical exam must also be completed in-office.

  • New patients seeking mental health or substance use treatment may be seen via telehealth, provided they are located in Virginia and able to participate in a secure, HIPAA-compliant video visit.

Lab Work & Monitoring

  • Astral Health does not collect lab samples in-office.

  • We partner with LabCorp for laboratory services. All required lab orders will be sent electronically.

  • The following lab work is required:

  • Annual labs with your yearly physical exam

  • Initial labs for chronic conditions or psychiatric evaluations

  • Monitoring labs every 3, 6, or 12 months, depending on your treatment plan

Medication Policy

  • Please request medication refills through the patient portal with at least 72 hours' notice.

  • We do not prescribe benzodiazepines or stimulants on a first visit.

  • All controlled substance prescriptions require regular follow-up and compliance with treatment and monitoring plans.

  • We reserve the right to discontinue medication if safety concerns arise or policies are violated.

Substance Use- Medication Assisted Treatment (MAT)

  • Patients receiving buprenorphine (Suboxone), naltrexone, or other MAT services are required to:

  • Complete an initial urine drug screen (UDS)

  • Participate in routine and random drug testing

  • Attend scheduled visits and adhere to their treatment plan

  • Frequency of drug testing will be determined by individual risk level and clinical stability.

Practice Limitations

  • We are a small, independently run practice. While we provide highly personalized care, we do not currently offer:

  • In-house lab work

  • Imaging services (X-rays, ultrasounds, etc.)

  • 24/7 on-call coverage

  • Emergency or crisis care

  • If you are experiencing a life-threatening emergency or psychiatric crisis, call 911 or go to the nearest emergency room.

💊 Prescription Refill Policy

  • Please request medication refills at least 72 business hours in advance through the patient portal. We do not guarantee same-day refills. Refills may be denied if the patient is overdue for a follow-up visit, lab work, or drug screening.

  • We do not replace prescriptions for lost, stolen, or misplaced medications. It is the patient's responsibility to store medications safely and securely.

  • We do not process refill requests outside of business hours, including weekends and holidays.

📝 Forms & Paperwork

  • We complete only medically necessary documentation related to conditions being actively treated in our office. This may include:

  • Work or school excuse notes

  • Basic treatment summaries

  • Medication prior authorizations

  • We do not complete disability forms, emotional support animal letters, or legal evaluations. A fee may apply for time-consuming documentation requests not covered by insurance.

📞 Communication Expectations

  • We respond to non-urgent messages through the patient portal within 1–2 business days.
    For urgent medical needs during business hours, please call the office directly.
    We do not monitor messages outside of business hours or on weekends.

  • In the event of a medical or psychiatric emergency, please call 911 or go to the nearest emergency room.

⏰ Late Arrival Policy

  • If you arrive more than 10 minutes late to your scheduled appointment, we may need to reschedule your visit. This ensures we can provide respectful and timely care to all patients.

🤝 Patient Responsibilities & Code of Conduct

  • We are committed to providing a respectful, safe, and supportive environment for all patients. To help us deliver quality care, we ask that patients:

  • Arrive on time for scheduled appointments

  • Communicate honestly about symptoms, history, and medication use

  • Follow through with recommended labs, referrals, and follow-up appointments

  • Treat staff and providers with respect—we do not tolerate yelling, threats, or abusive language

  • Use medications as prescribed and store them securely

  • Keep contact and insurance information up to date

  • Pay co-pays and self-pay fees at the time of service

  • Disruptive or disrespectful behavior may result in termination of care and referral to another provider.

💻 Telehealth Technology Requirements

  • For telehealth visits, patients must have:

  • A stable internet connection

  • A device with working video and audio

  • A private, quiet space to protect confidentiality

  • If technical difficulties interfere with the visit, the appointment may be rescheduled or converted to an in-person session if clinically necessary.

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