Practice Policies

Luna operates as a structured outpatient psychiatric practice. the following policies outline expectations regarding appointments, payment, communication, and scope of care. these guidelines support consistency, fairness, and appropriate boundaries for all patients.

Appointments & Cancellations

Appointments must be cancelled at least 24 hours in advanced of the appointment time. Cancellations made within 24 hours and no showed appointments will be charged the full appointment fee. To cancel an appointment, sign in to your Charmhealth patient account and follow the prompts. You can also message your provider through secure Charm messaging.

Payments

Communications

Payment is required at the time of scheduling to reserve your appointment. Accepted forms of payment include major credit cards and other secure electronic payment methods. If you wish to seek reimbursement from your insurance provider, a Superbill will be provided to submit directly to your insurance company. Reimbursement is not guaranteed and varies depending on your individual plan. Patients are responsible for submitting the Superbill to their insurance company.

To protect patient privacy and maintain organized communication, all non-urgent messages must be sent through the secure Charm patient portal. Billing, scheduling, and administrative questions should be sent to our office manager through the portal or by email.

Clinical or medication questions should be addressed directly with your provider during your visits. In between visits, questions are sent to your provider directly through the CharmHealth Portal. Messages are reviewed periodically throughout the week for non-urgent matters. The patient portal is not intended for urgent or emergency concerns. if you are experiencing a psychiatric or medical emergency, please call 911 or go to the nearest emergency room. You can also call 988 for the crisis hotline.

Medication Refills

Prescription refill requests should be submitted through the secure portal only. Patients are encouraged to request refills several days before their medication supply runs out to allow adequate processing time.

Controlled substances require close clinical monitoring and are generally refilled during scheduled follow-up appointments or shortly after follow-up appointments. Requests for controlled substances refills outside of a scheduled appointment may not be approved.

Patients are responsible for maintaining regular follow-up appointments to ensure safe and appropriate medication management.

Early refill requests are generally not approved. Requests for dose increases, medication changes, or adjustments between scheduled appointments require a follow-up visit.

Lost, stolen, or damaged controlled substance medications are generally not replaced. Patients are responsible for storing medications securely and using them only as prescribed.

Controlled substance prescriptions are written based on the expected duration of the medication and cannot be accelerated due to travel, pharmacy shortages, or changes in medication use without provider approval.

Prescriptions will be sent to the pharmacy on file. Requests to change pharmacies for controlled substances requires additional verification and may not always be accommodated. Prescriptions monitoring data bases may be reviewed as part of routine prescribing practices.

Refill requests submitted outside of clinic business hours, will be addressed during the next business day. The patient portal should not be used for urgent or emergency medication concerns.

Medication Management and Outside Prescribers

To ensure safe and coordinated care, patients are expected to inform their provider at Luna of all medications they are currently taking, including prescriptions ordered by other healthcare providers. Medications prescribed as part of your treatment plan should not be changed, discontinued, or adjusted by another provider (unless an emergency situation arises) .

Ongoing Treatment and Follow-Up Appointments

Psychiatric medications require regular monitoring to ensure safety, effectiveness, and appropriate adjustments to treatment. Patients receiving medication management through Luna Integrative Psychiatry are expected to maintain regular follow-up appointments as recommended by their provider.

Medication refills cannot be guaranteed for patients who have not been seen within the recommended follow-up timeframe. If a patient has not attended follow up appointments or has been inactive in care for an extended period, a new evaluation or re-establishment visit may be required before medications can be continued.

Medication Shortages

Due to ongoing national medication shortages, some pharmacies may experience limited availability of certain medications. While we will make reasonable efforts to assist with pharmacy coordination when appropriate, patients are responsible for confirming medication availability with their pharmacy.

The policies listed on this website are provided for informational purposes. Patients will receive and sign the official practice policies and consent forms prior to the initiation of treatment.