top of page
  • Facebook
  • LinkedIn
  • Twitter
  • Pinterest

FAQs

Please refer to the frequent questions and answers (FQA) below to help you prepare for your therapy experience. For more information, email: info@achievechangegrow.com

The Telehealth session

What is Telehealth?

 Telehealth refers to therapy sessions conducted through secure, HIPAA-compliant video or phone connections.

Where do I connect with my therapist?

 You’ll receive an email invitation to set up your therapy account or portal. Please check your spam or junk folder. Once logged in, click the camera icon on your scheduled appointment to start your session.

What is a ‘portal’?

Your account is a secure HIPPA-compliant virtual or online location to store your information. This is also called your ‘portal.’

You create your User ID and Password to access your portal.

Can I use a phone call instead of a video call?

Yes. After your initial video session, you may continue using the platform for voice-only sessions by simply disabling your camera.

Can I have a session while driving or operating machinery?

 No. For your safety, sessions must not be conducted while driving or using heavy machinery.

Are in-person sessions available?

 Yes. In-person sessions are available, adhering to current health protocols. Please contact your therapist directly to schedule an appointment (additional fees may apply for home or office visits).

Late Arrivals & Missed Appointments

What should I do if I’m running late?

 Drive safely. Please call or text your therapist if you're delayed. Ask your therapist for their preferred contact number, or call our office at:
📞 (954) 501-0804 or (484) 559-1793

Note: We allow a 10-minute grace period. Calling or texting helps us extend this time. Please note that late arrivals may result in a reduced session time.

What happens if I miss my session without notice?

No-shows may incur a cancellation fee. Please refer to your intake forms for the full cancellation policy or contact your therapist directly.

How much is the cancellation fee?

The fee is equivalent to the full session rate (it may also apply when covered by insurance). Review your intake paperwork for details.

Is the cancellation fee waived if I’m sick?

The fee applies to all late cancellations, including those due to illness. Always notify your therapist as early as possible to avoid the charge.

Why do you charge a cancellation fee?

Therapists reserve time specifically for your session and may turn away other clients to ensure your session is accommodated. The fee reflects the time commitment, research, professional consultation, and preparation required to meet with their patients.

Getting Ready for Your Telehealth Session

How should I prepare for a Telehealth session?

  • Test your internet or data connection in advance.
     

  • Use headphones for clearer audio.
     

  • Enable ‘Do Not Disturb’ on your phone to avoid interruption.
     

  • Check your time zone to avoid confusion.
     

Can I text my therapist from my cellphone?

  • Yes, but only for non-sensitive communication. For privacy, use the secure messaging feature in your therapy portal for any personal or sensitive matters.
    Please allow up to 48 hours for a response.

  • ⚠️ Texting is not suitable for emergencies. Call 911 if you are in danger or need immediate help.

Telehealth Etiquette & Protocol

  • To ensure the best experience for you and your therapist:

  • Dress appropriately (no topless or semi-topless attire).
     

  • Ensure privacy: Children and pets should be supervised by someone else.
     

  • Silence or turn off all devices not being used for your session.
     

  • Cancellations must be made at least 48 hours in advance.
     

Scheduling & Communication

How do I manage my therapy schedule?

  • You can view, cancel, or reschedule appointments through your portal. Reminders with secure session links will be sent via email and text.

What if my therapist doesn’t show up?

  • Occasionally, technical issues or emergencies may prevent your therapist from being able to connect. If this happens, you’ll receive a free reschedule. Contact your therapist directly.

What if I have an urgent situation?

  •  If you're in crisis or feel unsafe, please contact your local emergency services or dial 911 (U.S.). Your therapist is not an emergency responder.

Contact information*

  • INFORMATION/questions: office@achievechangegrow.com 

  • EMERGENCY: Contact your local urgent care facility or call 911 (U.S.)

  •  Usted puede enviar su mensaje end ESPANOL. 

  • Updated January 2026

bottom of page