FAQ
Scheduling Appointments
We look forward to seeing you at your scheduled appointment time. If you are unable to attend, please contact us as soon as possible so we can make that time available to another patient in need of care.
Scheduling & Appointment Policy
How do I schedule an in-person or Telehealth appointment?
New patients should complete the online registration form before scheduling.
After your registration is submitted, Hendricks Therapy will review the information and contact you to help finalize your appointment.
You may also call or text Hendricks Therapy at (317) 718-8436 if you have questions or need help getting started.
Do I have to complete registration before scheduling?
Yes. New patients are asked to complete all required registration and medical history information before an appointment can be scheduled.
Complete registration helps the office match you with the appropriate service, provider, location, and insurance fit.
What if I need help completing registration?
If you need help, please call or text (317) 718-8436 or email staff@hendrickstherapy.com. Please use caution when sharing personal health information via text, as texting is not secure.
I am a returning patient. Do I need to register again?
No, returning patients can access the Promptly Patient Portal to schedule, reschedule, or cancel appointments.
Can I choose my provider?
You may request a specific provider, but appointment availability depends on the provider’s schedule, service type, and location. The office can help determine which provider is the best fit for your needs.
Can I pay for my appointment out of pocket?
Yes, self-pay options are available.
Is There a Fee to Make an Appointment?
Yes, to secure your appointment time slot. However, the $65 deposit fee will be credited to your appointment invoice.
Can I schedule an in-person or Telehealth appointment?
Yes. Hendricks Therapy offers in-person appointments and Telehealth appointments for many services. Availability may depend on the type of appointment, provider, clinical needs, insurance coverage, and state requirements.
Is there a deposit for new patient appointments?
Yes. Hendricks Therapy requires a $65 refundable deposit for new patient appointments. Once the appointment has been kept, the deposit may be applied to any patient balance or credited back to the patient.
Why is a new patient deposit required?
The deposit helps reserve appointment time with the provider and supports the availability of appointments for other patients waiting for care.
What happens if I miss my first appointment?
If you do not attend your scheduled appointment or cancel without the required notice, a $90 no-show fee or a $65 late cancellation fee may apply. Repeated missed appointments may affect Hendricks Therapy’s ability to continue scheduling services.
Can I switch to a Telehealth appointment?
Another convenient option is to switch to a Telehealth appointment if you are unable to attend an in-person visit.
Telehealth Appointment Policy
How do Telehealth appointments work?
For Telehealth appointments, patients should be in a private, quiet location and ready at the scheduled appointment time. Telehealth appointments should be treated the same as in-person appointments.
Do I need to be physically located in Indiana for Telehealth?
In most cases, patients must be physically located in the state where the provider is licensed at the time of the Telehealth appointment. Please confirm Telehealth eligibility with the office when scheduling.
What if I have technical problems with Telehealth?
If you have trouble connecting, call or text (317) 718-8436 as soon as possible. The office can help determine whether the appointment can continue or needs to be rescheduled.
Can I do a Telehealth appointment while driving?
No. For safety and privacy, patients should not attend Telehealth appointments while driving. Please choose a safe, private location before the appointment begins.
Telehealth Billing FAQ
Are Telehealth visits covered by insurance?
Telehealth visits are usually covered by insurance in a way that is similar to an in-person visit. Coverage depends on your specific insurance plan, so we recommend checking with your insurance company if you have questions about your benefits, copay, coinsurance, or deductible.
Will my Telehealth visit cost the same as an in-person visit?
In many cases, Telehealth visits are covered similarly to in-person visits. However, your exact cost depends on your insurance plan and benefits, including your copay, coinsurance, deductible, and any remaining patient responsibility.
Should I verify Telehealth coverage before my appointment?
Yes. We recommend contacting your insurance company before your appointment to confirm that Telehealth mental health visits are covered under your plan.
Why do I need to place a credit card on file for Telehealth?
A credit card is required on file before your Telehealth appointment to make the checkout process easier, faster, and more efficient after your visit.
When do I provide my card information?
You will be asked to place a credit card on file before your Telehealth appointment. You will also receive a consent form to complete during the registration process.
Will my card be charged before my appointment?
No. Your card is not charged before the appointment for your visit balance. The card on file is charged after your Telehealth visit once your expected patient responsibility has been reviewed.
When will my card be charged?
Your card on file will be charged within two business days after your telehealth visit.
How is the amount determined?
Before charging your card, Hendricks Therapy reviews your expected patient responsibility, including your copay, coinsurance, deductible, and the expected reimbursement from your insurance carrier.
What will I be charged for?
You will be charged only for your portion of the most recent Telehealth visit, minus the expected reimbursement amount agreed upon by your insurance carrier.
Will I be charged for more than one visit at a time?
The Telehealth card-on-file process is intended to charge your card for your most recent visit, based on your expected patient responsibility.
What if the charge is more than $200?
Hendricks Therapy will contact you for permission before processing any charge over $200.
Can I still question or dispute a charge?
Yes. Charging the card on file does not prevent you from questioning a charge or disputing your insurance company’s payment determination.
Can I contact my insurance company about the charge?
Yes. You may contact your insurance company if you have questions about how your telehealth visit was processed, including your copay, coinsurance, deductible, or covered benefits.
Cancellation and Rescheduling Policy
How much notice do I need to cancel or reschedule?
Please provide at least 24 business hours’ notice if you need to cancel or reschedule an appointment.
How do I cancel or reschedule an appointment?
To cancel or reschedule, please call, text, or leave a voicemail at (317) 718-8436 as soon as possible.
What is considered a late cancellation?
A late cancellation is when an appointment is canceled with less than 24 business hours’ notice.
What is the late cancellation fee?
The late cancellation fee is $65.
How much notice do I need to provide to cancel or reschedule?
Please provide at least 24 business hours’ notice if you need to cancel or reschedule an appointment.
What is the no-show fee?
The no-show fee is $90.
Does insurance cover late cancellation or no-show fees?
No. Insurance does not cover late cancellation or no-show fees. These fees are the patient’s responsibility.
Why does Hendricks Therapy have a cancellation policy?
Appointment times are reserved specifically for each patient. When an appointment is missed or canceled late, that time usually cannot be offered to another patient who may be waiting for care.
What if I have an emergency and cannot attend my appointment?
Please contact Hendricks Therapy as soon as possible by calling or texting :
(317) 718-8436 or email
The office will review the situation and help with next steps when possible.
Late Arrival Policy
What should I do if I am running late?
Please call or text (317) 718-8436 as soon as possible if you are running late.
Can I still be seen if I arrive late?
It depends on the provider’s schedule and how late you arrive. Your appointment may need to be shortened or rescheduled to avoid delaying other patients.
Will I be charged if I arrive too late to be seen?
If you arrive too late for the provider to complete the appointment, the visit may be treated as a no-show appointment ($90) or late cancellation ($65), and a fee may apply.
What happens if I miss my first appointment?
If you do not attend your scheduled appointment or cancel without the required notice, a $90 no-show fee or a $65 late cancellation fee may apply. Repeated missed appointments may affect Hendricks Therapy’s ability to continue scheduling services.
(Your insurance will not cover this fee.)
.
Can repeated cancellations or no-shows affect my care?
Yes. Repeated late cancellations or no-shows may prevent Hendricks Therapy from continuing to provide care and may result in release from services.
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