Urgent Needs & Emergencies

• OHHHC is not an urgent care or crisis service.
  If you are experiencing a crisis, please call:

  • 911

    OR

  • Massachusetts Behavioral Health Helpline: 833–773–2445 (24/7)

    • You may also visit mass.gov/community-behavioral-health-centers/locations for non-urgent support.

Message Response Time & Office Hours

• Clinical messages (treatment plans, refills, etc.) are reviewed on:
  Wednesdays, Fridays & Saturdays | 9:00 AM – 3:00 PM

• Admin messages (scheduling, billing, insurance questions) are reviewed:
  Wednesdays, Fridays & Saturdays | 9:00 AM – 3:00 PM

• Messages are reviewed during business hours and will receive a response within 48-72 hours (excluding Sundays and holidays).

  This helps me maintain the quality of care I provide during appointments and ensures clients receive my full attention when needed.

Best Way to Reach Me

• Clinical/Treatment/Medical Records/Photos

  • Secure Message via Practice Q Portal

  Billing/Scheduling

  • Text via Spruce

  Rescheduling Visits

  • Use scheduling link via Practice Q

Please do not email or call me if you are requiring a response within 10 business days.

Communication Policy

To ensure timely and secure communication, all messages related to your care must be sent through our secure client portal (IntakeQ) or Spruce messaging system.
Email and phone are not approved channels for client communication and is not regularly monitored. Messages sent via email and phone may not be seen or responded to in a timely manner as responses are usually returned within 10-14 business days.

If you send an email or voicemail, you will be advised to resend your message to the secure portal or Spruce. This is a non-negotiable policy designed to protect your privacy, comply with HIPAA requirements, and maintain an organized workflow so we can serve you efficiently.

Emergencies: If you are experiencing a mental health crisis, call 988, 911, or go to your nearest emergency department.

Appointment Policies

• 48-hour cancellation or rescheduling notice is required to avoid being charged the full session fee.

• No refunds for missed sessions or late cancellations.

• Any associated fees incurred from your bank’s overdraft is your responsibility.

• If you are running late, your session will still end at the scheduled time.

Treatment Responsibility

• Clients are responsible for:

  • Initiating appointments to discuss clinical matters.

  • Sending important updates via secure PracticeQ portal.

  • Reviewing journal entries during visits (I will not read between sessions unless you ask a specific question via Practice Q portal). The journals and in-between activities are meant to help support you to clarify your thoughts and goals.

  • Checking insurance benefits for mental health, labs, and procedures.

  • Paying any fees due to banking errors/insufficient funds.

• Follow-up visits are 60 minutes max. If you consistently require longer time, I may recommend increased visit frequency.

• If I do not hear from you to schedule or attend a session within 45 days, I will assume you have chosen to discontinue treatment and your chart will be administratively closed. You are always welcome to re-engage in care by reaching out, though availability may vary and a new intake may be required.

Billing & Insurance

• It is your responsibility to understand:

  • Your insurance coverage, co-pays, and deductibles

  • Which services are covered under your plan

• If your insurance denies a claim or does not cover a service, you will be responsible for the fee.

• You are also responsible for any fees charged by your bank or card provider.

• Private pay rate for follow-up visits (up to 60 minutes) is $450, with payment due at the time of service.

Discharge & Continuity of Care

• Grounds for Discharge

  Clients may be discharged from care under the following circumstances:

  • Non-compliance with scheduled appointments: Failure to schedule or attend follow-up visits within a clinically appropriate timeframe (typically within 30 days of the last visit, or as otherwise specified in the treatment plan)

  • Non-adherence to communication policies: Repeated failure to use designated communication channels (intake forms and Spruce Health secure messaging) after written reminders have been provided

  • Non-acceptance of updated practice terms: Refusal to agree to updated treatment terms, policies, or fee structures when presented

  • Inappropriate behavior: Harassment, threatening behavior, or violation of practice policies

  • Clinical appropriateness: When the provider determines that continued care is not clinically indicated or when services needed exceed the scope of practice

  Discharge Process

  • Written notice of discharge will be provided via certified mail and/or secure messaging

  • Notice will include the effective date of discharge (typically 30 days from notice to allow for transition of care)

  • Appropriate referrals to other providers will be offered when clinically indicated

  • Clients will be advised on how to obtain copies of their medical records

  • Emergency care instructions will be provided for the transition period

  Communication During Transition

  • During the 30-day transition period, the practice will respond only to urgent clinical matters via designated communication channels

  • Non-urgent communications should be directed to the new provider after transition

Agreement to Continue Care

All clients are expected to review and sign the updated treatment agreement by November 1, 2025, to continue receiving care. The agreement is non-negotiable and designed to foster clarity, responsibility, and safe boundaries in the therapeutic relationship.

Closing Note

I’m honored to walk beside you in your healing journey.

Thank you for your trust and commitment to your well-being.

-Charlene

Charlene Julien

Our Hopeful and Holistic Healing Center, PLLC

234 Littleton Road, Unit 1B

Westford, MA 01886

W: www.ourhhhc.com

M: 617-214-2216

F: 617-871-6834