Healing Hearts Family Counseling Center. Psychotherapy Madison, WI

Sun Prairie - (608) 834-1122

Delafield - (262) 649-2171

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Where Hope for Healing Begins

LOCATIONS: 2574 Sun Valley Dr. Suite 207 Delafield, WI   •   1268 W. Main St. Sun Prairie, WI   •   Monday – Friday: 8:00 am-4:00 pm

Client FAQs

We understand that life happens, and sometimes appointments need to be rescheduled. However, consistent attendance is essential for effective care.

Late Cancellation & No-Show Policy

  • A $270 fee will be applied for any late cancellations (less than 48 hours’ notice) or no-shows.
  • If three appointments are missed within a six-month period—whether due to late cancellations or no-shows without notice—we will assume you have chosen to discontinue services, and your file will be closed.


Avoiding Missed Appointment Fees

  • Please provide at least 48 hours’ notice if you need to cancel or reschedule an appointment.
  • Repeated missed appointments may result in limited future scheduling options or discharge from care.

1. Notification of Missed Appointment

  • Appointments need to be canceled within 48 business hours of the appointment.
    If the appointment falls on a Monday, the appointment must be canceled by the previous Friday. 
  • If a patient misses an appointment without prior notification, they will receive a missed appointment letter.
    The appointment on the provider’s schedule is coded as either a Late Cancellation or a No Show/NoCall and a note is also made in the appointment so he or she is aware of the patient’s missed appointment. For help with determining how to code the appointment, please utilize the Missed Appointment Cheat Sheet located at the end of this policy.
  • The provider determines if the patient needs to have the appointment rescheduled.
    If it is determine that the patient needs the appointment rescheduled, the appointment coordinator will communicate with the patient via telephone. If the patient is unreachable by telephone, a letter is sent to the patient, signed by the provider. Three (3) attempts will be made to reschedule the patient’s appointment. If the provider determines a follow-up appointment does not need to be scheduled, a letter is sent to the patient to alert them of the missed appointment.

 

2. Consequences of Missed Appointments

  • First Missed Appointment: A warning letter will be sent to the patient reminding them of the importance of attending scheduled appointments and advising them of our missed appointment policy.
  • Second Missed Appointment: A follow-up letter will be sent, once again reminding them of the importance of attending scheduled appointments, Healing Hearts’ Missed Appointment policy, and may include restrictions on future appointments.
  • Third Missed Appointment: A final letter will be issued informing the patient that they will be discharged from services and a recommendation that they follow up with their insurance for names of in network providers.
  • For more information about sending letters, please utilize the Missed Appointment Cheat Sheet located at the end of this policy.

 

3. Fees for Missed Appointments

  • A Late Cancellation fee for missed appointments will be assessed if the patient fails to provide at least 48 hours’ notice. The fee structure will be communicated to the patients when they call to late cancel an appointment (if applicable) and outlined in the Financial Responsibility Agreement they sign.

 

4. Exemptions

  • Certain circumstances may exempt a patient from fees or penalties, including emergencies or unforeseen situations.
  • Patients with Medicaid as either a primary, secondary or tertiary insurance (regardless if it is straight Medicaid or a Medicaid HMO) cannot be charged the Late Cancellation fee.

 

5. Responsibilities

  • Patients: It is the responsibility of the patient to attend scheduled appointments or notify the office of any need to cancel or schedule.
  • Staff: Office staff will monitor missed appointments, send notifications, and manage rescheduling requests.
  • Therapist: The therapist will communicate with the appointment coordinator on whether or not the patient needs to be rescheduled..
  • Clinic Mentor: follow up with therapist to address their high cancellation rate as needed.

 

6. Contact Information

  • For questions or concerns about this policy or missed appointments, please contact your Clinic Manager.
 
We value your commitment to your well-being and look forward to supporting your journey. If you have any questions or concerns about this policy, please reach out.
  • Please be mindful of your start and end time. If you are going to be late, give us a call/shoot me a message ASAP! If I start to notice a repeated pattern, we will discuss making changes to your schedule to fit your needs. New appointment times, though, are not guaranteed.
  • To make changes to your schedule (To change: recurrence, cancel, in person/tele, length, day, reschedule, etc.) please talk to me first and we will set time aside in our session to discuss the changes. The front office will always verify changes with me, so it is helpful to have that conversation with me first.
  • If your child was driven to session by someone other than themself (you, a grandparent, nanny, etc.) that person needs to wait in the waiting room or the parking lot. For safety reasons, you cannot leave. If your child is in a telehealth session, you need to be able to answer your phone the first time I call. If I cannot get a hold of you in a reasonable amount of time, we will discuss moving appointments in-person for your child’s safety.
  • Telehealth appointments are not able to be held if the sound or camera are not working, you are in a moving vehicle, or in an unsecure location. If this happens, I will end the appointment and work to reschedule you within the week. If that is not possible, the appointment will be considered a late cancellation.
  • We are unable to provide telehealth services if you are outside of Wisconsin.
  • 48 business hour cancellation policy
    • It is helpful if you inform us if you need to cancel and why
    • Leave a voicemail with front office if no one is available 
    • If you need to cancel, please give us at least 24 hours notice
    • Canceling less than 48 business hours may result in a charge
      • Ex: If your appointment is Monday at 9am, you need to cancel Friday by 9am
      • Ex: If your appointment is on Tuesday, and Monday is a holiday, you must cancel your appointment on the Friday prior 
  • If you have three late cancellations or no call no shows within a six month period, it is considered a voluntary discharge from services and your file is closed.
  • Sickness policy
    • If you come in to the clinic sick or have family members at home who are sick, we will have you switch to telehealth if appropriate 
    • In the future, if you continue to come in sick, the appointment will be canceled and considered a late cancellation 

What is the difference between a therapist , a counselor and a psychologist ?

 

( At Healing Hearts Family Counseling Center we do not supply medications to clients)

 

  1. Therapist:

    • What they do: A therapist can refer to various types of mental health professionals, such as psychotherapists, clinical psychologists, or licensed social workers. They primarily work on emotional, mental, and behavioral issues through talk therapy, helping with conditions like anxiety, depression, or trauma.

    • Why choose one: If you’re dealing with emotional struggles, mental health concerns, or personal issues that require deeper exploration and treatment.

  2. Counselor:

    • What they do: A counselor is often a licensed professional who offers guidance and support for specific problems, such as career guidance, relationship issues, or dealing with grief. Their approach is typically more focused on providing advice and coping strategies.

    • Why choose one: If you need help addressing specific life challenges or situations that might require problem-solving or support, but not necessarily deep psychological treatment.

  3. Psychologist 

    • is a professional trained to study the mind and behavior. They assess and treat mental health issues, emotional struggles, and behavioral patterns. Psychologists use talk therapy (such as cognitive-behavioral therapy) to help individuals manage conditions like anxiety, depression, and stress. Unlike psychiatrists, they don’t prescribe medication but work with clients to improve their mental well-being through counseling and therapeutic techniques.

    • Why choose one: If you need help understanding and addressing mental health challenges or want to improve your emotional well-being through therapy.

In summary:

  • Therapist helps with emotional and mental health.

  • Counselor helps with specific life challenges and guidance.

  • Psychologist focuses on more severe types of mental health issues.

Choose based on whether you’re addressing emotional, mental, or physical needs!

No, we do not prescribe medications at the clinic with any of our providers.

1. Prescriptions: We do not prescribe medications. If medication management is needed, we encourage clients to consult with a psychiatrist, primary care provider, or another prescribing professional.

2. Eating Disorders: While we can support clients struggling with body image and self-esteem, we do not provide specialized treatment for eating disorders. We recommend seeking care from a provider with expertise in eating disorder treatment.

3. Substance Abuse: We do not offer specialized treatment for substance use disorders. If substance use is a primary concern, we encourage individuals to seek support from providers who specialize in addiction treatment.

4. Domestic Violence: While we can provide emotional support for those impacted by domestic violence, we do not offer specialized domestic violence services. If you are in an unsafe situation, we recommend reaching out to a domestic violence shelter or crisis service for immediate assistance.

5. Suicidal Tendencies: We are not a crisis center or inpatient facility. While we work with individuals who may experience suicidal thoughts, we do not provide intensive or crisis-focused treatment for ongoing suicidal ideation or self-harm behaviors. If you or someone you know is in immediate danger, please call 911 or reach out to a crisis hotline for immediate support.

6. Inpatient Treatment: We are an outpatient counseling center and do not provide inpatient or residential treatment. If a higher level of care is needed, we can assist in providing referrals to appropriate facilities.
It’s crucial to inform the clinic if your insurance has changed or if you’ve added a secondary insurance to ensure that your billing is accurate and processed efficiently. Insurance companies have specific procedures and requirements, and providing the clinic with the most up-to-date information allows them to verify your coverage and minimize any delays or issues with your claims. It also helps us ensure that you’re not overcharged or left with unexpected out-of-pocket costs. Keeping us informed about changes to your insurance ensures seamless care and payment processing.

At Healing Hearts Family Counseling Center, it’s essential to keep us updated if your insurance has changed or if you’ve added a secondary insurance. If we’re unaware of these updates, there’s a risk of being paired with a provider who may not accept your new or secondary insurance, which can lead to delays or billing issues. For the best possible care and to avoid any disruptions in your treatment, it’s crucial that we have the most accurate and up-to-date information about your insurance coverage. Your communication helps ensure smooth coordination and billing with your providers.  

To get your child excused from school for counseling appointments, you can request a note from your provider at Healing Hearts Family Counseling Center. Simply ask your provider or our front desk staff for a note to present to the school. This note will explain the appointment and help ensure your child is properly excused from school during their session.