Patient Resources

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.

Appointment Cancellation / Attendance

We understand that schedules change. If you are unable to keep your appointment, we ask that you provide at least 24 hours’ notice. Advance notice allows us the opportunity to offer that appointment time to another patient who may be waiting for care.

Canceling or Changing an Appointment

Our secure Patient Portal is the preferred method for established patients to cancel or request a change to an appointment and is available 24 hours a day.

You may also contact our scheduling team by:

• Phone: 317-843-9922, option 1
• Email: appointments@indianahealthgroup.com

Late Cancellation

Appointments canceled with less than 24 hours’ notice may be charged $50 up to the full appointment fee, at the discretion of the provider.

Missed Appointment

Appointments missed without notice may be charged $75 up to the full appointment fee, at the discretion of the provider.

Late Arrival

If you arrive late, your provider may determine that there is not enough time remaining to appropriately complete your appointment. In that case, you may be asked to reschedule, and the appointment may be subject to the applicable late cancellation or missed appointment fee.

Repeated Attendance Issues

Repeated missed appointments, late cancellations, or late arrivals may affect our ability to continue providing services.

Appointment Reminders

Appointment reminders by phone, text, or email are provided as a courtesy. Patients are responsible for keeping track of their scheduled appointments regardless of whether a reminder is received.

Please Note: Certain services may have different cancellation requirements or fees. Any service-specific requirements will be communicated at the time of scheduling.

• 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.

Contacting Indiana Health Group

Indiana Health Group is not an emergency or urgent care facility. If you or someone else is experiencing a life-threatening emergency, call 911 or go to the nearest emergency department.

Patient Communication

For your privacy and security, please do not use Psychology Today, social media, or other public platforms to communicate with Indiana Health Group or your provider. These platforms are not routinely monitored and should not be used for patient-specific communication.

Our secure Patient Portal (My Medical Locker) is the preferred method for routine communication with Indiana Health Group.

You can use the Patient Portal 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

ACCESS PATIENT PORTAL

Need a Patient Portal Account?

If you have not yet registered for My Medical Locker, please call 317-843-9922 to request your secure access code. Once you receive your code, you can register and begin communicating securely with our team.

Important

Please do not use the Patient Portal for urgent or emergency concerns. Portal messages are monitored during normal business hours and are not intended for immediate assistance.

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 – 1:00pm

Appointments are available outside of “business office” hours.  Please read below for additional instructions:

If our front business office is closed, please have a seat in our waiting room and your doctor or therapist will be with you shortly.

Some providers schedule appointments outside of our building hours. If the entry doors are locked upon your arrival, please wait in your car or just outside the doors. Your doctor or therapist will come out to get you.

Address / Location

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

Pharmacies may tell patients that they have contacted Indiana Health Group to request a medication refill. In many cases, this does not mean the pharmacy personally called our office. Instead, the pharmacy’s computer system may have generated an automated refill request.

Why We Do Not Process Automated Pharmacy Refill Requests

Indiana Health Group does not process automated pharmacy refill requests because these requests are not always an accurate reflection of a patient’s current medication regimen.

Pharmacy systems may continue to generate refill requests for medications that have been:

• Discontinued
• Replaced with another medication
• Changed to a different dosage or strength
• Otherwise modified by your provider

For example, if your provider changes the dosage of a medication, the pharmacy’s system may continue to request refills of the previous dosage. Similarly, if one medication is discontinued and replaced with another, automated requests for the discontinued medication may continue.

Processing these requests creates the potential for outdated or incorrect prescriptions to be refilled.

Need a Medication Refill?

If you need a medication refill before your next scheduled appointment, please contact Indiana Health Group directly rather than relying on your pharmacy to request the refill.

Our secure Patient Portal (My Medical Locker) is the preferred method for medication refill requests.

REQUEST A REFILL THROUGH THE PATIENT PORTAL

You may also call 317-843-9922 and select option 3 for medication-related questions and refill requests.

Whenever possible, please discuss your medication and anticipated refill needs with your provider during your scheduled appointment.

“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).

We encourage patients to discuss medication questions, concerns, and refill needs with their provider during scheduled appointments whenever possible.

If you will run out of medication before your next appointment or have a medication-related question or concern, please send us a message through My Medical Locker, our secure Patient Portal.

Don’t have a Patient Portal account? Contact our office at 317-843-9922 to request your secure access code.

In addition to medication refill requests, the Patient Portal can be used to:

• 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

Medication refill requests may also be made by calling 317-843-9922 and selecting option 3.

Please note: Portal messages are monitored during normal business hours and are not reviewed directly by a physician. Please do not use the Patient Portal for urgent or emergency concerns.

Medication refills are not processed outside of normal business hours, on weekends, or on holidays.

Stimulant Medication Shortages

Nationwide shortages of certain stimulant medications continue to affect pharmacies and patients across the country. Availability can vary significantly by medication, dosage, manufacturer, pharmacy, and location, and may change frequently.

We understand how frustrating and disruptive it can be when you are unable to fill a medication prescribed by your provider.

If Your Pharmacy Does Not Have Your Medication

Before contacting Indiana Health Group, please check with other pharmacies in your area to determine whether they have your prescribed medication and dosage in stock.

Because pharmacy inventories change frequently, Indiana Health Group does not have access to information about which pharmacies have specific medications available.

If you locate your medication at another pharmacy, please send us a message through My Medical Locker, our secure Patient Portal, with:

• The name of the medication and dosage
• The name of the pharmacy
• The pharmacy location
• The pharmacy phone number

Your request will then be sent to the appropriate clinical team for review.

If You Cannot Locate Your Medication

If you have checked multiple pharmacies and are unable to locate your prescribed medication or dosage, please contact us through the Patient Portal.

Your provider may need to review whether another dosage, formulation, or medication is clinically appropriate. Please do not change your medication, dosage, or how you take your medication without discussing it with your provider.

Please understand that changing a prescription requires clinical review. An alternative medication or dosage may not be appropriate for every patient, and insurance coverage or prior authorization requirements may also affect available options.

Why Can’t IHG Find a Pharmacy for Me?

Pharmacy inventory changes throughout the day, and Indiana Health Group does not have access to pharmacy inventory systems. Our staff cannot determine which pharmacies currently have a particular stimulant medication or dosage in stock.

Patients are encouraged to contact pharmacies directly before requesting that a prescription be sent to a different location.

Important Information About Controlled Medications

Many stimulant medications are controlled substances and are subject to additional prescribing and pharmacy requirements. A prescription cannot simply be transferred or changed in the same way as many other medications.

Please allow our clinical team appropriate time to review requests involving a change in pharmacy, medication, formulation, or dosage.

Current Drug Shortage Information

Medication availability changes frequently. For the most current information about national drug shortages, patients may visit the U.S. Food and Drug Administration (FDA) Drug Shortage Database or the American Society of Health-System Pharmacists (ASHP) Drug Shortage Resource Center.

VIEW FDA DRUG SHORTAGE INFORMATION

VIEW ASHP CURRENT DRUG SHORTAGES

Please Remember

The Patient Portal is the preferred method for medication-related requests. Portal messages are monitored during normal business hours and should not be used for urgent or emergency concerns.

Looking for Mental Health Care? We’re Here to Help.

Thank you for considering Indiana Health Group for yourself or someone you care about. With more than 50 mental health professionals and a wide range of specialties, our goal is to help connect you with a provider who is a good fit for your individual needs.

Getting Started

The easiest way to begin is by completing our New Patient Pre-Registration Form.

Pre-registration allows you to tell us about your needs, preferences, insurance coverage, and the type of care you are seeking. Our New Patient Coordinators will review your information and help identify appropriate provider options before contacting you about scheduling.

Looking for the Right Provider?

You are welcome to explore our provider directory to learn more about our psychiatrists, psychiatric nurse practitioners, psychologists, therapists, specialties, ages served, insurance participation, and appointment availability.

Scheduling Deposits

A full-fee scheduling deposit is required for new patient appointments with private-pay providers or when services will be provided on a self-pay or out-of-network basis.

The deposit is applied toward the cost of your initial appointment. If the appointment is missed or canceled with less than 24 hours’ notice, the deposit will be applied toward the applicable charge under our Appointment Cancellation and Attendance Policy. A new deposit may be required to reschedule.

Private-pay rates are available on individual provider profiles.

Referring a Patient?

Healthcare professionals and other referral sources can submit a referral directly to Indiana Health Group through our secure referral form.

We appreciate your interest in Indiana Health Group and look forward to helping you take the next step toward care.

Click here to view Patient Information, Terms, & Conditions

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.

Click here to view the entire Patient Privacy Practices Document

  Resources and Online Information 

Existing Patients

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

• Calling our office, 317.843.9922.
• Sending a scheduling request through My Medical Locker, our secure patient portal.
• Send an email to appointments@indianahealthgroup.com

Looking for Mental Health Care? We’re Here to Help.

Thank you for considering Indiana Health Group for yourself or someone you care about. With more than 50 mental health professionals and a wide range of specialties, our goal is to help connect you with a provider who is a good fit for your individual needs.

Getting Started

The easiest way to begin is by completing our New Patient Pre-Registration Form.

Pre-registration allows you to tell us about your needs, preferences, insurance coverage, and the type of care you are seeking. Our New Patient Coordinators will review your information and help identify appropriate provider options before contacting you about scheduling.

Looking for the Right Provider?

You are welcome to explore our provider directory to learn more about our psychiatrists, psychiatric nurse practitioners, psychologists, therapists, specialties, ages served, insurance participation, and appointment availability.

Scheduling Deposits

A full-fee scheduling deposit is required for new patient appointments with private-pay providers or when services will be provided on a self-pay or out-of-network basis.

The deposit is applied toward the cost of your initial appointment. If the appointment is missed or canceled with less than 24 hours’ notice, the deposit will be applied toward the applicable charge under our Appointment Cancellation and Attendance Policy. A new deposit may be required to reschedule.

Private-pay rates are available on individual provider profiles.

Referring a Patient?

Healthcare professionals and other referral sources can submit a referral directly to Indiana Health Group through our secure referral form.

We appreciate your interest in Indiana Health Group and look forward to helping you take the next step toward care.

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 policy changes.

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; 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 and those of IHG.  While it is unlikely that someone will view these logs, they are, in theory, available to be read by the internet service provider’s system administrator(s).

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 mail service will not be encrypted.

“Friending” on Facebook

IHG and its staff do not accept “friend” requests from current or former clients or clients’ family members 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 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 privacy as seriously as IHG takes its confidentiality commitment to you.  Of course, you can express yourself on any site you wish.  IHG will not disclose confidential patient information in our response, whether the review is positive or negative.

If you had a less-than-desirable encounter with our office, we would appreciate the opportunity to discuss it with you.  Please complete our patient satisfaction survey, and our office manager will contact you as soon as possible. We appreciate your feedback!

Telehealth Check-In