Frequently Asked Questions

Telehealth Services

Frequently Asked Questions

If you have never received medical or behavioral health services via an online video connection, we’re sure you have a lot of questions for us. Below, we’ve answered those often asked. If you have additional questions, please contact us at 866.852.4001

Click on the question below to see the answer.

Telehealth services currently include counseling and therapy.

Teletherapy is suitable for most situations. The appropriateness of teletherapy for your situation is discussed as a part of the scheduling process and during your initial appointment with your provider.

Our clinicians are highly qualified, state-licensed and certified mental health professionals. For more information about each of our therapists and their specialties, go to our Telehealth Clinicians and browse the clinician profiles.

Research has shown teletherapy to be as effective as traditional therapy.  Therapy always has limitations in what it can accomplish, and there is no guarantee that therapy will be successful in helping you to achieve your goals.  It is important for you and your therapist to discuss your therapy goals and determine together whether or not teletherapy is helping you accomplish these goals.

The American Telehealth Association has developed protocols for telehealth as have most insurance companies.  Pine Rest telehealth services meet or exceed these established standards.

Therapy is goal directed. You and your therapist will develop treatment goals relevant for you.  At each session, you and your therapist will assess your progress toward these goals and address any barriers limiting progress.

The company utilized to provide the video connection for teletherapy has established protocols to assure that all communication is confidential.  Pine Rest has also taken precautions to make sure all communications are conducted in a secure and confidential manner.  For detailed information on protections of your privacy see Pine Rest Notice of Privacy Practices.

Your cost for teletherapy, like traditional face to face therapy, can vary depending on the coverage you have with your insurance provider.  Most insurances charge a copayment for teletherapy just like traditional therapy. Our scheduling staff will assist you in determining your benefit, so you are aware of charges before your first appointment.

Pine Rest therapists participate in most major insurance plans.  It is your responsibility to ensure that your insurance provides benefits for teletherapy and your therapist.  Pine Rest can assist you with this process, and if you have questions, please contact us at 866.852.4001.

Pine Rest accepts all major credit cards, checks and cash.

Pine Rest can assist patients in financial need. Please feel free to inquire about the availability of financial assistance through the Pine Rest Patient Assistance Fund.

You will need one of these:

  • A computer with a webcam and internet access, or
  • A mobile device or tablet with a webcam and internet access.

Before scheduling your first appointment, we will work with you to test your set-up to ensure a working connection.

Jean the cartoon parrotWe use a video app called BlueJeans. If you would like to test your connection before calling, click on this BlueJeans Test Link and download the app to your device. When the test window opens, you’ll see Jean the BlueJeans cartoon parrot who will help you check to make sure your microphone and video are working properly.

At the end of your first session, your therapist will make a recommendation for further treatment.  If you have questions about the therapist’s recommendation, it is important that you ask the therapist and are clear about what is proposed so you can make an informed decision about your treatment. You are not obligated to schedule further appointments.

For us to share information with your physician or other parties, we will need you to complete a Release of Information form.

Your therapist will provide a number for you to call between sessions if you have questions.  It is important for you to know that your therapist will only communicate with you via phone between sessions and will not email or text as it is not possible to ensure confidentiality through these forms of communication.  If you are feeling like harming yourself, believe you might harm someone else, or are in any other life threatening situation, it is important for you to call 911 or go to the nearest hospital.

Have questions about whether telehealth services are right for you?

Please call 866.852.4001.