Welcome to the Policies and Procedures section of Paws and Progress Therapy Services. These policies are designed to uphold the highest level of integrity and transparency, ensuring a professional and therapeutic environment. Please read through these carefully and reach out with any questions or clarifications. Understanding and complying with these policies will help create a smooth and effective therapeutic journey for all involved.

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Appointments: Upon scheduling the initial evaluation, each client will determine a weekly consistent session day and time. The standard meeting time for occupational therapy is 60 minutes. Requests to change the 60-minute session need to be discussed with me for time to be scheduled in advance.

 

Discharge: Ending relationships can be complex. Therefore, it is essential to have a transition session and discharge process to achieve some closure. The termination's appropriate length depends on the treatment's length and intensity. I may terminate treatment after appropriate discussion with you and a termination process if I determine that the treatment is not being effectively used or if you default on payment. I will only terminate the therapeutic relationship after first discussing and exploring the reasons and purpose of terminating. If treatment is terminated for any reason or you request another provider, I will provide you with copies of any documentation available upon request. Clients who miss up to three appointments within three months may be removed from the regular schedule.

 

Client and Family Engagement: Paws and Progress Therapy Services is a healthcare provider dedicated to treating individuals with physical, cognitive, and psychiatric disabilities. I am a specialist in evaluation, goal prioritization, and treatment implementation. To achieve the established therapeutic goals, I request that parents or caregivers engage in at least 50% of therapy sessions and adhere to the weekly home plans unless an alternative arrangement is discussed and agreed upon. 

 

Feedback and Grievances: For any concerns regarding services or quality of care, I will contact the owner, Macy Porter, at Paws and Progress Therapy Services. Complaints will be addressed within 30 calendar days, and appeals can be filed if I am dissatisfied with the outcomes. I may also seek mediation or file a grievance with the New Mexico State Regulation and Licensing Department according to their procedures.

 

Electronic Communication: I cannot ensure the confidentiality of any form of communication through electronic media, including text messages. If you prefer to communicate via email or text messaging for issues regarding scheduling or cancellations, I will do so. While I may try to return messages on time, I cannot guarantee immediate response and request that you do not use these methods of communication to discuss sensitive content and/or request assistance for emergencies.

 

Telephone Accessibility: If you need to contact me between sessions, please leave a message on my voicemail. I am often not immediately available and do not have an admin staff; however, I will attempt to return your call within 24 business hours. Please note that face-to-face conversations are highly preferable to phone sessions. If a true emergency arises, please call 911 or any local emergency room.

 

Preferred Correspondence: To serve my clients efficiently and maintain a streamlined workflow, I request that written communication via email or text message be utilized for all non-urgent inquiries and correspondence. Due to my comprehensive schedule and consecutive client sessions, there may be a delayed response to voice calls. I prioritize communication and aim to provide the quickest response through text messaging. This mode of communication aligns with my commitment to effective time management and allows me to address your needs promptly.

 

SESSION COMMUNICATION: All parents and caregivers are expected to model advocacy skills during sessions. If you are uncomfortable or need clarification on a therapeutic approach, please ask me directly. It is expected that all parents and caregivers will provide immediate communication. Thank you for cooperating with my communication preferences, which are designed to enhance my service delivery and ensure consistent, high-quality care for all clients. For urgent matters, please indicate the level of urgency in your message, and I will address it as swiftly as possible.

 

Cancellation Notice: If you need to cancel your appointment, please do so at least 24 hours in advance. This allows me to offer your appointment time to another client who may be waiting for services. This is necessary because a time commitment is made to you and is held exclusively for you.

 

Late Cancellations: Cancellations made less than 24 hours before the scheduled appointment time may be subject to a cancellation fee of $30. I understand that emergencies happen, and I will try to be as accommodating as possible, but I ask for your cooperation in notifying me as early as possible.

Rescheduling Appointments: If you have canceled your appointment, I ask that you reschedule it within one week of the original appointment date. I will work with you to find a suitable time for your rescheduled session.

 

No-Show Policy: Missing an appointment without canceling will be considered a "no-show." A fee of $30 will be charged for no-shows, and three no-shows will result in a review of your care plan with my practice.

Late Arrivals: I will wait only 15 minutes past the start of a session for late arrivals. Arrival after 15 minutes will count as a no-show. It is the caregiver/client's responsibility to initiate communication about rescheduling. 

 

Fee Waivers: I recognize that unforeseen circumstances can arise. Fee waivers for late cancellations or no-shows may be granted in cases of sudden illness, family emergencies, or severe weather. Please get in touch with me as soon as possible to discuss your situation.

 

Medicaid Patients: If you are under Medicaid, please be aware that Medicaid rules regarding missed appointments are strict. While I will support you in managing your appointments, it is crucial to follow Medicaid's policies to avoid any potential loss of coverage for services.

 

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I appreciate your understanding and cooperation with this policy. These guidelines help me ensure that I can continue to provide efficient and effective therapy services to all my clients. If you have any questions or need assistance, please feel free to contact me.