Policies + Info - Counseling Services

Policies + Info

This page outlines the following important policies:

Telehealth Expectations

All therapy sessions are conducted via a secure, HIPAA-compliant telehealth platform. This format offers flexibility and accessibility, but it also requires a few important guidelines to ensure sessions are safe, private, and productive.

How to Prepare for Your Telehealth Session

To make the most of our time together, please follow these expectations:

Be on time. Log in a few minutes before your scheduled session to settle in.
Choose a private, quiet space. Therapy requires emotional focus and vulnerability, so please avoid public settings or shared spaces where you may be overheard.
Use a stable internet connection. Poor Wi-Fi can disrupt the session. A wired connection or strong signal is ideal.
Avoid distractions. Please silence notifications, close other apps, and do not attend sessions while driving, running errands, or multitasking.
Have headphones nearby. Headphones can improve sound quality and privacy, especially if others are nearby.
Treat your session like an in-person appointment. Dress appropriately, be emotionally present, and give yourself time to decompress afterward if needed.

Technology Issues

If we encounter technical difficulties:

I’ll wait up to 10 minutes for you to reconnect.
If reconnection is not possible, we’ll reschedule the session or finish by phone.
You are responsible for maintaining a working device and internet access.

Confidentiality & Privacy

Although telehealth is secure, I strongly recommend you:

Avoid public Wi-Fi
Use password-protected devices
Let me know immediately if anyone else is present or within hearing range during our session

By scheduling a telehealth session, you agree to these expectations. These boundaries protect your confidentiality and support meaningful, focused therapeutic work.

Communication Policy

Open communication is an important part of the therapeutic process, but it’s equally important to maintain professional and ethical boundaries between sessions. This communication policy outlines how to reach me and what to expect when you do.

How to Contact Me

You can contact me for scheduling, rescheduling, or logistical matters by:

Phone/Text: (619) 722-0511
Email: info@jenelledeilgat.com

These methods are for non-clinical communication only. Please do not send sensitive or therapeutic information via text or email, as these channels are not fully secure.

Response Time

I typically respond to messages within 24–48 business hours (Monday through Friday). I do not check or respond to messages on weekends, evenings, or holidays. If you contact me during those times, I will respond during my next available business hours.

Crisis Situations

I am not available 24/7 and do not provide emergency services. If you are experiencing a crisis or need immediate support, please use one of the following resources:

Call 911 or go to your nearest emergency room
Call or text the 988 Suicide & Crisis Lifeline
Use the Crisis Text Line by texting HOME to 741741

Social Media Boundaries

To protect your privacy and maintain appropriate boundaries, I do not accept friend or follow requests on personal social media accounts. You may follow my professional pages for general mental health content, but please do not use social media to initiate contact or request clinical support.

By beginning therapy, you agree to communicate in line with these guidelines. These boundaries are in place to support your privacy, maintain therapeutic integrity, and help us work effectively together.

Confidentiality & Records Request Policy

Your privacy and trust are essential to the work we do in therapy. This policy outlines how your information is protected, when confidentiality may be limited, and how to request records if needed.

Confidentiality in Therapy

Everything you share in session is kept strictly confidential. I do not disclose any information about you without your written permission, except when legally or ethically required.

Situations Where Confidentiality May Be Broken

I am required by law to break confidentiality in the following cases:

If you are at immediate risk of harming yourself or someone else
If there is suspected child, elder, or dependent adult abuse
If I receive a court order or subpoena requiring release of records

In all other circumstances, I will never share your information without your written consent.

Requesting Your Records

You have the right to access your therapy records at any time. To request your records:

Submit a written request by email to info@jenelledeilgat.com
Please allow up to 14 business days for processing
If your records are shared with another provider, you will need to sign a Release of Information (ROI) form
A small administrative fee may apply for printed or extensive documentation

Please note: To protect your privacy, I will only release records directly to you or a licensed provider of your choosing. If I believe releasing certain records may be harmful to your well-being, I may provide a summary instead, in accordance with state and federal law.

By beginning therapy, you acknowledge and agree to the terms of this confidentiality policy. I am committed to maintaining a safe, ethical, and legally compliant therapeutic environment.

Good Faith Estimate (No Surprises Act)

You have the right to receive a Good Faith Estimate explaining how much your therapy services will cost. This policy is part of the No Surprises Act, a federal law that protects individuals from unexpected medical bills when paying out of pocket.

What Is a Good Faith Estimate?

A Good Faith Estimate (GFE) outlines the expected cost of services when you are:

Paying privately (self-pay) without using insurance
Out-of-network and not submitting to insurance
Requesting an estimate for budgeting or transparency

This estimate helps you understand the financial commitment before starting services.

What You Can Expect

If you are a self-pay client, I will provide a Good Faith Estimate:

In writing before your first session
Or at any time upon request
The estimate will include the cost per session

Please note that this is only an estimate. Your actual total cost may vary depending on how many sessions you attend, how often we meet, and any changes in your treatment needs.

Your Rights Under the Law

You have the right to receive your Good Faith Estimate in writing.
You can ask for a revised estimate at any time.
If you receive a bill that is $400 or more above your Good Faith Estimate, you may dispute it through the U.S. Department of Health and Human Services (HHS).

For more information, visit:
www.cms.gov/nosurprises

If you are a current or prospective client and would like to request a Good Faith Estimate, please contact me at
📧 info@jenelledeilgat.com
📞 (619) 722-0511