Patient Information

Patient Information

Information, Policies, Terms & Conditions
Privacy Practices

Urgent / Life Threatening Emergencies

Indiana Health Group is NOT an emergency / urgent care facility.

If you or someone else is experiencing a life-threatening emergency

DIAL 911 or go directly to the nearest emergency room

For other crisis situations:
Contact Community North Behavioral Health Pavilion at 317.621.5700 (please identify yourself as an Indiana Health Group patient).
The crisis unit staff will provide a clinical assessment and make a recommendation for inpatient admission or other intensive treatment if necessary.

In the event that you contact Community with a non-urgent matter, you will be instructed to contact our office on the next business day.

Please note, prescription refills will not be called in outside of business hours.

Accepted Insurance Plans

Insurance participation is unique to each of our providers. Select providers are out of network with all insurance companies while others participate in most of the networks listed below. Regardless of participation our highly experienced billing staff will file both in and out of network claims on your behalf to maximize possible reimbursement.

Mental health benefits may be administered by a plan other than your primary healthcare benefits. We highly encourage each patient to familiarize themselves with their mental health benefits and confirm the participation status for the provider they wish to see. Patients are ultimately responsible for charges incurred as a result of services rendered with an out-of-network provider.

  • Anthem
  • Anthem / HealthSync
  • Cigna
  • ComPsych
  • Sagamore

Our providers do not participate with any Medicaid or Medicare products.  Unfortunately, Medicaid and Medicare prohibit our office or the covered member from filing a claim for out of network consideration. Therefore, patients will be responsible for payment in full fee at the time of service.

Good Faith Estimates
A patient may ask for an estimate of the amount the patient will be charged for a non-emergency medical service provided in our office. Please contact our billing department by calling 317-843-9922 and chose option 5 or send a request via email to billing@indianahealthgroup.com.

Cancellation Policy

Recognizing that everyone’s time is valuable,
we ask that you provide a 24-hour notice if you are unable to keep your appointment.

Each time a patient misses an appointment without providing proper notice,
another patient is prevented from receiving care.

You can cancel any appointment 24-hours a day on our patient portal or by emailing our staff.

Late Cancel: A charge of $50.00 up to full fee will be applied for EACH appointment cancelled with less than a 24-hour advance notice as well as appointments in which you arrive past your scheduled appointment time.

Missed Appointment: A charge of $75.00 up to full fee will be applied for EACH appointment that is missed without notification. The amount of the charge is left at the discretion of the provider.

Late Arrival: You may be required to reschedule (at the discretion of your service provider) if you arrive late for your scheduled appointment. If you late arrival results in a missed appointment, a charge of $50.00 up to full fee will be applied to your account.

Multiple missed, late cancelled, or late arrival appointments will result in an inability to continue to provide services to you.

Check-In Procedures

• TELEHEALTH
Please check-in HERE prior to the time of your appointment.
• TELEPHONE
No check-in required. Your provider will contact you by phone at the time of your appointment.
• IN OFFICE
Please check-in with our support staff when you arrive for your appointment.

Please notify our staff if you are scheduled with one or more providers on the same day.

Please be prepared to pay for your current visit as well as any past balances on your account at the time of check-in.

Confidentiality

Privacy Practices

The things you discuss with your doctor or therapist, and even the fact that you are in therapy, are completely confidential unless one of the following situations occurs:

  • If a client in counseling reveals homicidal or suicidal intentions, the counselor is bound by law to take steps to protect life.
  • If a client reveals abuse of a child or vulnerable adult (elderly or disabled), the therapist is required to report it to the local Department of Social Services.
  • Finally, a court can order the release of a therapist’s records or order a therapist to testify in court.
  • If the client gives written consent for information to be shared with other healthcare professionals, family members, or other professionals.

Contact Us

Indiana Health Group is NOT an emergency / urgent care facility. If you or someone else is experiencing a life-threatening emergency DIAL 911 or go directly to the nearest emergency room.

Please DO NOT USE Psychology Today or any social media platform to communicate with our office or your provider as they are not monitored by our office on a routine basis.

We highly encourage that ALL PATIENT COMMUNICATIONS be done through our secure patient portal.

To sign up for our secure patient portal, please contact our office at (317) 843-9922 to receive your secure access code today.  Once you receive your access code click here to register and send a secure message to our staff.

If you already have already set up your account on My Medical Locker you can click here to send a secure message to our staff!

Use the link above to send a secure message to Indiana Health Group to:

  • Schedule, change, or cancel an appointment
  • Request a medication refill
  • Ask a question about your medication or treatment
  • Ask a billing question
  • Request a referral
  • Leave a message for your clinician
Please do NOT send any EMERGENT/URGENT messages through the patient portal.

Portal messages are only monitored during normal business hours.

Telephone – 317.843.9922
Prompt Menu

1 – Existing Patients calling for general scheduling

2 – New Patient Scheduling

3 – Medication Related Issues, Refills or if you are calling from a Pharmacy

4 – Physician Offices

5 – Billing and Insurance

6 – Medical Records

7 – Directions and general information including our fax number, mailing address and hours of operation

8 – Business Related Matters including physician credentialing, human resources and marketing

Business Office Hours

Monday – Thursday 7:30am – 6:30pm
Friday 8:00am – 5:00pm
Saturday 8:00am – 12:00noon

Appointments are available outside of “business office” hours. In the event that your appointment is scheduled outside of business office hours, please have a seat in our waiting room and your doctor or therapist will be with you shortly.

Address / Location

Indiana Health Group
703 Pro-Med Lane
Carmel, IN 46032
(317) 843-9922
(317) 581-3918 – Fax

Medication Refills, Questions, or Concerns

We highly encourage you to address all questions and concerns at the time of your appointment. If you will run out of medications or have a question or concern prior to your next scheduled appointment, please send our office a message through My Medical Locker, our secure patient portal.

No account? No Problem! Just contact our office at (317) 843-9922 to sign up and receive your secure access code today.

In addition to medication refills or questions, you can also:

  • Schedule, change, or cancel an appointment
  • Ask a question about your treatment
  • Ask a billing question
  • Request a referral
  • Leave a message for your clinician
Please do NOT send any EMERGENT/URGENT messages through the patient portal. Message through the portal are only received during normal business hours.
Portal messages are not directly checked by a physician.

Refills can also be requested by calling our office at 317.843.9922 and choose option 3.

PLEASE NOTE: Medication refills will NOT be called in outside of normal business hours, weekends, or holidays.

Automated Pharmacy Refill Requests

Indiana Health Group has not accepted automated pharmacy fax refill requests for over 10 years. If you need a refill, we ask that you contact the office via the portal on our website or by calling the office to request the refill yourself.

Every day, our office receives hundreds of automated fax refill requests. A significant percentage of these automated requests are for medications that have been changed or discontinued. This occurs when your physician or nurse practitioner changes your medication by writing or sending a new prescription, the pharmacy does not always recognize that the old medication has been discontinued or changed. Often times, they will continue to attempt to refill the prior medication which often would result in patients picking up their prescriptions and getting home to discover that they had been given (and charged for) medication that they were no longer taking and that they typically would not be able to return to the pharmacy for a refund.

To prevent this from happening, it has been our policy for over a decade to ignore pharmacy fax requests for refills and instead, we ask that the patient contact the office to request any needed refills.

It is recommended patients check with their pharmacy to verify there are no refills on file for them before contacting our office. When speaking with the pharmacy if they say there are no refills of a medication they should ask them to double check and verify a prescription is not on hold in their system or if it is in the system but just too soon to be filled.

Mission Statement

Indiana Health Group’s mission is to set the standard of excellence by providing compassionate, comprehensive behavioral health and substance abuse treatment to individuals of all ages, couples, and families in a safe, private, and comfortable environment.

Our multi-disciplinary team of highly trained professionals are committed to “Changing Lives Together” by providing a broad range of patient centered services tailored to the unique needs of each individual patient.

IHG strives to be the facility of choice by exceeding the expectations of those we are privileged to serve.

Medication - Prior Authorization For Prescription Medication

“WHAT IS A PRIOR AUTHORIZATION?”

Frequently, patients ask questions regarding prior authorization (PA) of their prescriptions. This can be a confusing process to understand and is frequently a source of great frustration for both patients and our office as well. We have prepared the following information to help you better understand this process.

Often times, patients are told by the pharmacy or by their insurance company that the delay or the reason that their medication was not covered was the responsibility of their clinician. Patients are frequently told that ‘’your doctor just needs to call or send a letter”. This is quite simply untrue.

Prior authorization is essentially the process through which your insurance company decides whether or not they will cover the cost of medication that has been prescribed to you. The important thing to understand is that this is a decision made by your insurance company – not by Indiana Health Group or your clinician. If you are interested in the specifics of the prior authorization process, you can read about the details below.

“HOW DO PRIOR AUTHORIZATIONS WORK?”

In the past, prior authorization was only required for the newest , most expensive medications. However, currently, far more prescriptions require prior authorizations. Basically, the process works like this:

  1. You attempt to have a prescription filled at the pharmacy.
  2. The pharmacy enters the information into their system and if your medication requires a PA, the pharmacy is notified at that point and a request for a PA is generated by the system.
  3. The PA request is sent from the insurance company to our office. Sometimes, you may receive a copy of this letter as well from your insurance company. Although you may receive a copy of this letter, it is the responsibility of the insurance company to contact us regarding the PA, so you do not have to do this yourself. In addition to the copy of the PA request, patients are sometimes sent letters encouraging them to ask their doctor about switching to a different, less expensive medication. Sometimes these are reasonable recommendations such as suggesting a change to a generic equivalent (generic version of the same medication), but often times they are actually asking the patient to change to a generic alternative (sometimes a completely different category of medication). The language used in describing these recommended changes is often confusing and unclear.
  4. After we receive the request for the PA, our office will respond to the insurance company as quickly as we can. Part of the difficulty in handing these requests is that there is not a uniform way to do this for all companies, or even all insurance plans offered by the same company. For example, some companies require that we provide information to them via an online form. Others require that we fax them records, while some will fax us a specific form to complete and send back to them. Finally, a number of companies require that one of our medical assistants call them on the phone to answer questions regarding the PA. It is not unusual for our medical assistants to spend 5-20 minutes on hold or being transferred form one person to the next trying to provide the required information, plus the time in providing the information once the appropriate party is reached. The required information is different for each situation, typically the insurance company wants to know:
    1. Why we are prescribing that specific medication
    2. Your diagnosis
    3. Which other medications your have tried before and the outcome
    4. Whether or not you have tried and failed medications on their preferred drug list (sometimes they will make you retry a medication that was ineffective for you or caused side effects if we can not document that you tried it within the last 90-180 days – that is correct, their policy is that even if you tried a medication last year that did not work or that caused side effects, they can require that you try it again before they may authorize the medication we prescribed for you)
  5. Finally, after this information has been reviewed by your insurance company, they decide on whether or not they will cover the cost of your medication, and they notify your pharmacy, our office, and you.

Another frustrating aspect of this process, is that even if we know your insurance company and know which medications may require a PA, there is no way for us to begin this process proactively. We can only respond to the PA request after we have received it. The exact procedure is not necessarily uniform across all of the specific coverage plans offered by an individual insurance company. Also, we typically are required to reference the information by using a specific identification number that is generated by the company for each prior authorization.

Obviously, this is a time and labor-intensive process. We have to hire staff members who spend most of their time simply working on prior authorizations. Several medical practices have started to refuse to do this due to the time and money required, and simply tell their patients that they will not do PA’s and will only prescribe medications from a limited formulary of what the insurance company refers to as it’s “preferred drug list” (a list of predominantly older/generic medications for which a prior authorization is not required).

New Patient Information

We are elated that you are considering IHG for yourself or your loved one’s behavioral healthcare treatment. You are in the right place!

Our new patient call volume is extremely high and our staffing is low.
Please be patient with us, our staff is working diligently to provide you with the best experience possible.

We value your time! In lieu of waiting on hold, leaving a message, or playing phone tag with our staff, we highly encourage you to pre-register.

This process provides answers to commonly asked questions. It also allows our staff time to review your information in order to provide you with the best recommendations for your individual circumstances.

Pre-Register Now

Not sure which provider is best suited for you?

You can click here to see all our highly trained professionals and find the best match for your individual circumstances.

Scheduling Deposits

Due to high demand and shortage of appointment availability, we now require a deposit at the time of scheduling. We have found that patients are more committed to their care and will be less likely “no show” for their initial appointment. We require a 24-hour cancellation notice. This courtesy allows us the opportunity to move patients on a waiting list into an earlier appointment time.

$100 deposit is required for a New Patient Therapy Evaluation. 

$200 deposit is required for a New Patient Medication Management Evaluation.If you are scheduling with a Private Pay provider, a FULL FEE deposit is required. 

If you fail to provide a 24-hour notice of cancellation or “No Show” your appointment, you will forfeit your deposit; otherwise, the deposit will be applied to your visit (private payment, deductibles, co-payments, etc). Any credit can either be kept on file for future appointments or refunded to you.

We appreciate your understanding and will be happy to answer any questions you may have when we contact you to schedule your initial appointment. We look forward to speaking with you soon!

New Patient Referrals

We appreciate your confidence in us! We are elated that you are considering IHG for yourself, your patient, or your loved one’s behavioral healthcare treatment.

Click here if you would like to refer a patient, friend, or family member to our practice.

For self referrals, please click here to complete the pre-registration form.

Insurance participation is unique to each of our providers. Select providers are out of network with all insurance companies while others participate in most of the networks listed below. Regardless of participation our highly experienced billing staff will file both in and out of network claims on your behalf to maximize possible reimbursement.

Mental health benefits may be administered by a plan other than your primary healthcare benefits. We highly encourage each patient to familiarize themselves with their mental health benefits and confirm the participation status for the provider they wish to see. Patients are ultimately responsible for charges incurred as a result of services rendered with an out-of-network provider.

  • Anthem
  • Anthem / HealthSync
  • Cigna
  • ComPsych
  • Sagamore

Our providers do not participate with any Medicaid or Medicare products.  Unfortunately, Medicaid and Medicare prohibit our office or the covered member from filing a claim for out of network consideration. Therefore, patients will be responsible for payment in full fee at the time of service.

Scheduling Deposits

Due to high demand and shortage of appointment availability, we now require a deposit at the time of scheduling. We have found that patients are more committed to their care and will be less likely “no show” for their initial appointment. We require a 24-hour cancellation notice. This courtesy allows us the opportunity to move patients on a waiting list into an earlier appointment time.

$100 deposit is required for a New Patient Therapy Evaluation. 

$200 deposit is required for a New Patient Medication Management Evaluation.If you are scheduling with a Private Pay provider, a FULL FEE deposit is required. 

If you fail to provide a 24-hour notice of cancellation or “No Show” your appointment, you will forfeit your deposit; otherwise, the deposit will be applied to your visit (private payment, deductibles, co-payments, etc). Any credit can either be kept on file for future appointments or refunded to you.

We appreciate your referral! We will be happy to answer any questions you may have. Please feel free to email our staff appointments@indianahealthgroup.com. We look forward to speaking with you soon!

Resources & Online Information

Scheduling

Existing Patients

You can schedule, reschedule, or cancel any appointment by:

New Patient Scheduling

We are elated that you are considering IHG for yourself, your patient, or your loved one’s behavioral healthcare treatment. You are in the right place!

Our new patient call volume is extremely high and our staffing is low.
Please be patient with us, our staff is working diligently to provide you with the best experience possible.

We value your time! In lieu of waiting on hold, leaving a message, or playing phone tag with our staff, we highly encourage you to pre-register.

This process provides answers to commonly asked questions. It also allows our staff time to review your information in order to provide you with the best recommendations for your individual circumstances.

Pre-Register Now

Not sure which provider is best suited for you?

You can click here to see all our highly trained professionals and find the best match for your individual circumstances.

Scheduling Deposits

Due to high demand and shortage of appointment availability, we now require a deposit at the time of scheduling. We have found that patients are more committed to their care and will be less likely “no show” for their initial appointment. We require a 24-hour cancellation notice. This courtesy allows us the opportunity to move patients on a waiting list into an earlier appointment time.

$100 deposit is required for a New Patient Therapy Evaluation. 

$200 deposit is required for a New Patient Medication Management Evaluation.If you are scheduling with a Private Pay provider, a FULL FEE deposit is required. 

If you fail to provide a 24-hour notice of cancellation or “No Show” your appointment, you will forfeit your deposit; otherwise, the deposit will be applied to your visit (private payment, deductibles, co-payments, etc). Any credit can either be kept on file for future appointments or refunded to you.

We appreciate your understanding and will be happy to answer any questions you may have when we contact you to schedule your initial appointment. We look forward to speaking with you soon!

Pre-Registration is Simple!

Step 1: Click here to complete.

Step 2: Once you submit the New Patient Scheduling Form above, we will contact you to schedule your appointment. During this call you will also be given an access code and instructions for our secure patient portal.

Step 3: Once you receive your access code for the patient portal click here  to complete the remainder of the New Patient Registration process.

Pre-Register Now

Not sure which provider is best suited for you?

You can click here to see all our highly trained professionals and find the best match for your individual circumstances.

Social Media Policies

This document outlines our office policies regarding social media.  As technology continually changes, Indiana Health Group (IHG) reserves the right to revise this policy.  Upon revision, IHG will provide notice in writing of any changes to these policies.

Contacting IHG via Text or Social Media

Please do not use mobile text messaging or messaging on social media sites such as Twitter, Facebook, or LinkedIn to contact IHG.  These sites are not secure. Engaging IHG this way could compromise your confidentiality.  It may also create the possibility that these exchanges become a part of your legal medical record and would need to be documented and archived in your chart.

Contacting IHG via Email

IHG prefers using email only to arrange or modify appointments.  Please do not email content related to your therapy sessions, as email is not completely secure or confidential.  If you choose to communicate by email, be aware that email messages are retained in the logs of your internet service providers as well as those of IHG.  While it is unlikely that someone will view these logs, they are, in theory, available to be read by the system administrator(s) of the internet service provider.

You should also know that any email messages IHG receives from you and any responses sent to you by IHG become a part of your record.  Sending an email message from your own mail service will not be encrypted.

“Friending” on Facebook

IHG and its staff do not accept “friend” requests from current or former clients, or family members of clients, on Facebook or other similar social media sites.  IHG believes that adding clients as friends or contacts on these sites can compromise confidentiality and our respective privacy.  It may also blur the boundaries of the therapeutic relationship.  If you have questions about this, please bring them up when during a meeting and these issues can be discussed further.

Location-Based Services

If you or your child uses location-based services on a mobile phone, you may wish to be aware of the privacy issues related to using these services.  Please be aware of this risk if you are intentionally “checking in,” from IHG’s office or if you have a passive LBS app enabled on your phone.

Business Review Sites

We strongly encourage you to take your own privacy as seriously as IHG takes its commitment of confidentiality to you.  Of course, you have a right to express yourself on any site you wish.  IHG will not disclose any confidential patient information in our response whether the review is positive or negative.

In the event you had a less than desirable encounter with our office, we would appreciate the opportunity to discuss it with you.  Please feel free to complete our patient satisfaction survey or send an email to our office manager. We appreciate your feedback!