Office Policies

Office Hours

The office is open Monday through Friday – 9am to 5pm. Holiday hours may vary.

Holidays and office closings

Annual holiday closings: New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, and New Year’s Eve. Please plan ahead and schedule appointments and request refills prior to the annual closing.

Scheduling

Appointments can be scheduled by calling (505) 755-3672. Once you are an established patient you can also use the patient portal for communication. Follow-up appointments are scheduled for 60 minutes. If you are late for your appointment, this time will be adjusted. If you are 15 or more minutes late, you will be consider a no-show and your appointment will be rescheduled. You are encouraged to schedule your next visit at the end of each appointment in order to obtain your preferred date and time.

New Patients

If you are new to Mental Wealth, welcome! New patients are required to complete new patient forms and a questionnaire prior to scheduling your first visit. This allows us to understand how we may best meet your needs. Please contact the office at (505) 755-3672 to have this information sent to your email.

Cancellation/No Show Policy for appointments

We understand that emergencies and family or work obligations happen. If you are unable to attend your appointment, please call our office at (505) 755-3672 as soon as possible. Appointments are in high demand, and early notice allows us to offer your time to another patient who needs care. A voicemail message or patient portal message communicating your need to cancel with a minimum or 24 hour notice will be honored by the timestamp on the message.
– Please arrive on time for your appointment.
– Arriving 15 minutes late without prior notice will be considered a no-show.
Your provider sets aside time just for you and does not double-book appointments. If you cancel your appointment within less than 24 business hours, of if you do not come to your appointment, you will be charged an appointment fee which must be paid prior to scheduling your next visit.
Please note: We value your time and ours. Repeated no-shows or same day cancelations (more than 2 in a 6-month period), may be dismissed from the practice and be denied any future appointments or required to pay in advance for all visits.

Payment Information

Mental Wealth does accept some insurance plans. Please contact your insurance company for information about your mental health benefits as they may differ from your medical plan. Verification of insurance does not guarantee payment of medical claims. If claims are denied, the patient/guarantor is responsible for all outstanding balances accrued. Payment is due at the time of service. For fees, account balances, and billing questions please email: office@mentalwealthnm.com.

Prescription Refill Requests

It is your responsibility to manage your medication and notify the office with at least 5 business days notice when a refill is needed. You can request medication refills through the patient portal or by leaving a phone message. Your provider will discuss medications at your follow-up visits.

Controlled Substances

We comply with all federal and state regulations for monitoring controlled substances. Early refills will not be provided. We verify refill dates via the pharmacy dispensing record and the New Mexico Prescription Drug Monitoring Program. Your monthly refills will be coordinated with your prescribing provider. If a medication is lost or stolen, your provider reserves the right to decide if they will issue a refill early or not. For controlled substances, proof of theft will be required, including a filed police report. It is the responsibility of the patient to know what coverage a health insurance/prescription plan will or will not cover regarding medications. Your provider will complete medication forms if the are required by your plan. We request you provide these forms or coordinate with your pharmacy to send forms to our office via fax.

Telephone Calls

Business hours are Monday through Friday – 9am to 5pm. Phone calls will be answered or returned during these hours. If you leave a message on the office voicemail, please leave a detailed message including your name, phone number, and reason for the call. Calls will be returned within 24 to 48 business hours. Mental Wealth does not provide on call or after hours services. DO NOT leave urgent or emergency requests via voicemail. It is your responsibility to contact your primary care provider, go to urgent care or the nearest emergency room, or call 911 or 988 for all medical or psychiatric crises or emergencies.

Emergencies

If you are experiencing an emergency, DO NOT leave a message on the voicemail. Call 911, 988, or go to the nearest emergency room for all medical or psychiatric crises or emergencies.
In the event of an emergency:
– Dial 911 or 988
– Dial 211 for United Way’s free helpline (food, housing, utilities, and crisis support)
– Text HOME to 741741 for the Crisis Text Line (free counseling and support 24/7)
– Go to urgent care or the nearest emergency room
Our office is NOT equipped to handle psychiatric or other medical emergencies.
DO NOT come to our office in the event of a psychiatric or medical emergency at any time. We are happy to coordinate with your emergency services provider once you are in a safe and secure setting.

Email and social/business networking sites

Email is not always private or secure. Mental Wealth uses email only for office messages and administrative purposes. For your privacy, providers and staff at Mental Wealth do not accept friend requests or messages on social media or business networking sites.

Patient Forms and Record requests

We are happy to complete forms and provide records to medical providers when requested and with your permission. There is a fee of $35.00 for all forms or letters (letters for work, school, or other non-clinical agencies). More complex forms will be charged up to $50.00, depending on the length and time involved to complete the form.

Patient Complaints and concerns

Your experience is important to us. Please know your choice to receive care at Mental Wealth is voluntary and we are thankful you have chosen to trust us with your care. It is our hope your experience is positive and we value your opinion. We encourage you to discuss any questions or concerns with your provider. We are thankful for opportunities to increase the quality of care we provide and meet the needs of our clients.

Court-related Matters

Mental Wealth does not provide forensic services, participate in custody proceedings, and will not participate in court related matters of any kind.