Office Policies

iTrust Wellness Group, LLC strives to provide clear and consistent communication to clients. We are grateful for the opportunity to come alongside you in your mental health journey. Detailed below is a condensed version of our policies and procedures. Full copies of the handbook are available below in PDF format, under the Forms section on our website, or on paper in office. Please contact our office staff if you have any trouble accessing these documents.

Abbreviated Policies and Procedures


  • Appointments will only be made by scheduling with our office. Walk-in clients will not be seen.

  • It is important to schedule and attend follow-up appointments within a timely manner for your care coordination.

  • Failure to cancel an appointment with 24 hours’ notice, and/or failure to attend a scheduled appointment, will result in a $75 no-show fee that will be automatically collected via the method(s) of payment on file.

  • Please arrive at least 20 minutes early for an initial consultation appointment and at least 10 minutes early for any follow-up appointment to complete the forms here in office.

  • When appointments are held via telepsychiatry, it is your responsibility to arrive to the virtual waiting room at least 5 minutes before your appointment time to ensure call quality and connection. Paperwork should be filled out ahead of your appointment.


  • Payment for services is expected at the time of the appointment. If you have an appointment and do not speak with the office to discuss payment, copays/self-pay rates and any applicable balance due will be automatically collected by the end of the next business day using the method(s) of payment on the client’s file.

  • Any unpaid balances must be paid in order to schedule future sessions. Balances that are not paid within 60-90 days will be sent to collections.


  • We are in network with Blue Cross Blue Shield, Cigna, Aetna, Humana, Optum/United Healthcare, Medicare, and some forms of Medicaid. Insurance coverage and network participation is subject to change. Different providers may be in network with limited or different insurance companies. Copay is due at time of service, and our office staff will notify you of any change in balance once claims process.

  • If you are not covered by insurance, or there is a lapse in coverage, you are responsible for paying our self-pay rates. Self-pay amounts are due at time of service.


  • iTrust Wellness Group will contact you by phone and email with automatic reminder messages, using the information you have provided. Our office requires a minimum of 24 hours’ notice to cancel or reschedule to avoid a $75 no-show fee (medication management) or $100 (therapy).

  • For communication in between appointments, our office can enable access to an onpatient portal for your convenience. You can directly message your provider any questions or updates you may have; however, this is not for emergency usage. Please allow up to 48 hours for response. Emergencies should be directed to 911.

  • Keep your communication with our office staff respectful.  Allow up to 24 hours for an issue to be communicated and resolved as our providers see clients back to back all day and our staff handles many tasks. Abusive or incessant phone calls may result in termination, and threats will be reported.


  • It is your responsibility to give 3-4 days’ notice for any medication refills.

  • Medications prescribed by our providers carry the risk of unexpected side effects. By consenting to these policies and procedures, our clients waive any and all liability of iTrust Wellness Group practitioners in the event of an unintended medication side effect or side effect from medication.

  • Prior authorizations may be required by your insurance company. Please allow a minimum of 48 hours to process this prior authorization and an additional 48-72 hours for your insurance company to process the request.

  • Samples may be provided as a courtesy when trying a new medication; however, our office cannot guarantee the stock of samples on any day. Please do not become expectant or dependent upon these samples each month.

  • Prescriptions for controlled substances will not be reissued until the date the prescription is due to run out. Monitoring of controlled substances through the South Carolina Prescription Drug Monitoring Program is a regular practice of our providers for each client.

  • Short-term (“bridge”) prescriptions may be sent in order to carry the client from one appointment to the next if a scheduling conflict prevents regular refills during an appointment. It is ultimately the client's responsibility to ensure they have enough medication to last until the next appointment and to ensure their appointments are placed in a timely manner to receive regularly filled medications.

  • Urine drug screens are completed by our practice to ensure client safety. Consequences of finding illicit or non-prescribed substances in these drug screens may result in events including, but not limited to, client dismissal or the involvement of law enforcement. Fees may apply to urine drug screens to cover the cost of administering the test.

Letters and Forms

  • Any letter written will be approved only at the discretion of the provider. A standard $35 administrative fee applies for all letters requested in a standard timeframe; letters needed within 24 hours or extensive paperwork have a $50 fee.

  • Our office does NOT file disability claims or fill out disability paperwork.

Care outside of iTrust Wellness Group

  • Referrals are routinely made to other providers for other medical reasons/concerns. Our office will assist with transition of care by sending records to facilitate consistent care.

  • iTrust Wellness Group believes in the benefit of both psychiatric medication management and psychotherapy, and your provider may refer you to counseling or therapy depending upon your situation.

  • iTrust Wellness Group is in no way responsible for medications, procedures, or services provided by other offices or prescribers. It is crucial to inform your provider of any additional medications or changes to your regimen.

  • In the case that emergency care is required, our office requests that you call 911 or report to the nearest emergency room for this care. Our office is unequipped to handle severe emergencies or situations beyond your psychiatric medication management.

Additional Disclaimers

  • Our providers are required by law to report suspected child abuse and expressions of intent to harm or endanger others. Our office remains HIPAA compliant but must abide by law to report threats.

  • In the case of an emergency, especially after-hours, please call 911 immediately to receive proper assistance.

  • Please refer to the full policy and procedure handbook for a complete list of additional disclaimers regarding your interactions and care with our office.


  • In the case that you are dismissed as a client, you will be supplied with a refill for 30-90 days depending on your current medication regimen. (i.e controlled substance). You will also receive a list of psychiatric resources in the Upstate to assist in your transition of care.

Limited English Proficiency Policy

  • Our office will take reasonable steps to ensure that people with Limited English Proficiency maintain meaningful, accessible, and equal opportunities to participate in our services.


All clients are required to read, agree to, and abide by iTrust Wellness Group's policies prior to receiving care regardless of intellectual capacity, diagnostic presentation, age, or other such similar factors that are not mentioned as the safety of our staff and clientele is the number one priority for the iTrust Wellness Group.

In the case that a client is under the age of 18 or does not have the ability or intellectual capacity to consent to iTrust Wellness Group's policies, the client's legal guardian or legal representative is required to read and agree to the policies on behalf of the client and while acting in the client's best interest. 


117 Commons Way

Greenville, SC 29611

Phone: 864.520.2020

Fax: 864.640.4400

© 2019 by iTrust Wellness Group, LLC

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