FAQ’s

How does “online video conferencing” appointments work?

Typically, online sessions are similar to in-person session. Please arrive on time for your appointment. Sessions cannot be extended beyond the scheduled time.

You will receive a computer generated call, email or text reminder 24-48 hours prior to your appointment. The reminder is a courtesy only so in the unlikely event that you do not get a call, you remain responsible for being at your session. If you do not wish to receive such a call please let the office know.

Thirty minutes before your appointment you will receive another email or text with a link directly to the patient portal. Use this link to log in 15 minutes before or your appointment. At your scheduled appointment time, your doctor will meet you in the portal and your visit will be conducted just as you were in an office setting. You can see your doctor and she can see you in real time, similar to face-time or Skype video conferencing. However, visits in within the patient portal are more private and secure as the system was developed to protect privacy.

You must ensure that your home, office, or room in which you are located is uninterrupted just as if you were in a doctors office. If you are prescribed medication during your visit, your doctor will send your prescription to your pharmacy within the hour. At the end of your appointment, a follow-up visit will be scheduled.

Appointment times are held exclusively for you. All missed appointments will be charged at the regular session rate unless you call our office and cancel your appointment at least 24 hours in advance of your scheduled appointment. If you can’t make your session please call the office to inquire about rescheduling.

Are video conferencing visits covered by my insurance?

Dr. Thompson does accept some insurance policies in her private practice. However, not all insurances cover “telehealth, telepsychiatry or video conferencing services delivered by a Nurse Practitioner. Please verify if your health insurance carrier offers this benefit before your first visit. Dr. Thompson may be considered an “out of network provider” for some insurance companies. Her office will provide you with the documentation needed to submit to your insurance if you choose to submit for reimbursement.

What are my payment options?

Payment in full (cash, check, MasterCard, or Visa, Flexible Spending Accounts) is expected at the time of your session. There are no exceptions to this policy. If a minor comes to a session, please send a check or credit card information to him or her. Call the office to arrange for your credit card to remain on file with us.

Accounts that remain delinquent for over 60 days will be sent to collections. Once an account is sent to collections this office has no further control over the account.

If a third party will be paying all or part of your fee, this must be arranged PRIOR to your first session. You are ultimately responsible for payment in full. Please contact the office to learn more about fee amounts for each service.

What if I need a medication?

You will always be given enough medication to last until your next scheduled appointment. If due to a postponed appointment or for some other reason, you run out of medication, message Dr. Thompson in the patient portal at drt@infinityhopecenter.kareodirect.com 5 business days before you run out. Include your name, address, date of birth, exact name of your medication (the name printed on the medication bottle), medication strength, daily dose, and the name, address, and phone number and fax number of your pharmacy. A limited prescription will be faxed to your pharmacy within 48 hours of your request.

Dr.Thompson sees patients anywhere from twice a week to once every 2 months depending on the individual clinical situation. Any patient on controlled substances such as benzodiazepine medication (Clonazepam, Lorazepam, Alprazolam, Diazepam, and others) must be seen in the online office every month. Dr. Thompson does not prescribe these medications except in rare instances. Any patient on stimulant medication (Ritalin, Adderall, Vyvanse, Dexedrine, Concerta and others) or on Ambien or Lunesta must be seen in the online office at least once every month. There will be no exceptions to this policy. Any patient receiving these medications must sign a written agreement not to receive these prescriptions from any other doctors except Dr. Thompson. Dr. Thompson follows all state prescribing rules and utilizes MAPS, a pharmacy prescription verification for controlled substances.

What is the best way to communicate with Dr. Thompson?

If you have any questions for Dr. Thompson between your sessions she can be reached by messaging within the patient portal at drt@infinityhopecenter.kareodirect.com or email at info@infinityhopecenter.com or by calling the office at 313- 315-5145. Most messages will be returned within 24-48 hours. Please keep the messages short and to the point so that you can get an answer in a timely fashion.

In case of medical emergency, call the office at once and state to the office manager that you have an emergency. This is to be used for medical emergencies ONLY (never for refills of medication or to schedule an appointment). If you don’t hear from the office or from Dr. Thompson promptly then call 911 or go to the nearest emergency room.