Scheduling and arrival
Appointments are scheduled in advance with our care coordinator. Individual therapy sessions are 50 minutes; group therapy sessions are 90 minutes. We recommend arriving 5–10 minutes early for your first appointment to complete intake paperwork.
If you are running late, please call our office. Sessions cannot be extended to make up for late arrival, and the full session fee applies.
Cancellation and no-show policy
We require 24 hours notice to cancel or reschedule an appointment. Cancellations made with less than 24 hours notice and no-shows will be charged the full session fee. Insurance does not cover cancellation or no-show fees — these are billed directly to you.
Exceptions may be made for genuine emergencies (e.g., labor onset, infant illness, severe weather) at the clinician's discretion. Please contact our office as soon as you know you cannot attend.
Fees and payment
Our standard self-pay fees are discussed during intake. Payment is collected at the time of service for self-pay clients. For insured clients, copays and coinsurance are collected at the time of service; deductibles are billed after the claim is processed. We accept Visa, Mastercard, American Express, Discover, HSA/FSA cards, and personal checks.
Sliding scale spots may be available on a limited basis. Ask our care coordinator about availability.
Insurance and benefits verification
We are in-network with most major California health plans serving Los Angeles County. Our care coordinator will verify your benefits before your first session, including any deductible, copay, coinsurance, session limits, and authorization requirements. See Insurance & Coverage for the list of plans.
Communication between sessions
Routine, non-urgent administrative matters can be handled by phone (626-354-6440), email (office@pasadenaclinicalgroup.com), or our online forms. Your clinician will respond to non-urgent messages within one to two business days.
Email and text messages are not fully secure. Please limit electronic communication to scheduling and administrative matters; clinical conversations belong in session or in our secure portal.
Telehealth
We offer secure California-licensed telehealth for clients who prefer or require it. Telehealth uses a HIPAA-compliant platform and requires:
- A private location with reliable internet during your session;
- Confirmation that you are physically located in California at the time of the session;
- The ability to be reached by phone in case of technology failure or emergency.
Telehealth is appropriate for many clinical presentations but is not appropriate for all. Your clinician may recommend in-person care if telehealth is not clinically suitable.
Group therapy policies
Group therapy at Pasadena Clinical Group is screened, structured, and confidential. Group members agree to:
- Maintain confidentiality regarding what other members share in group;
- Attend consistently and arrive on time;
- Engage respectfully with other members;
- Complete intake screening before joining a cohort.
Group therapy is not a substitute for individual therapy; many clients benefit from both.
Records and access
You have the right to inspect and obtain a copy of your records under HIPAA. To request records, contact our office in writing. We may charge a reasonable fee for copies. We will respond to record requests within the timeframe required by California and federal law.
Ending treatment
You have the right to end therapy at any time. We ask that you discuss your decision with your clinician when possible so we can support a thoughtful ending and any needed referrals. If you do not attend or contact us for 60 days, your case may be administratively closed; you can re-engage at any time.
Concerns and complaints
If you have a concern about your care or our practice, please raise it with your clinician or our care coordinator. We take feedback seriously. You may also file a complaint with the California Board of Psychology, the California Board of Behavioral Sciences, or the U.S. Department of Health and Human Services Office for Civil Rights.
Application to all Released Parties
Every protective provision in these Office Policies — including provisions governing communication, recording, confidentiality limits, fees, telehealth, group-therapy participation, records access, ending treatment, and dispute resolution — applies for the benefit of, and may be enforced by, each and every "Released Party" as defined in Terms & Conditions Section 2. The Released Parties include, without limitation, Pasadena Clinical Group and its parent, subsidiary, and affiliated entities; their directors, officers, members, managers, owners, and shareholders; all employees, clinicians (psychologists, marriage and family therapists, clinical social workers, and other licensed mental health professionals), supervisors, supervisees, trainees, interns, externs, and post-doctoral fellows; all independent contractors, consultants, agents, vendors, business associates, hosting providers, billing companies, telehealth-platform providers, and other third parties engaged by us; and the heirs, executors, administrators, representatives, successors, and assigns of any of the foregoing. Each Released Party is an intended third-party beneficiary of these policies and may enforce them directly.
Dispute resolution: mediation and binding individual arbitration
PLEASE READ CAREFULLY. By signing the Consent to Treatment and beginning care with us, you agree to resolve disputes with the Released Parties — other than (i) bona fide professional malpractice claims that, under California law, may not be subjected to mandatory arbitration without a separate signed arbitration agreement compliant with California Code of Civil Procedure §1295, and (ii) small-claims actions if eligible — through the following stepped process:
- Informal resolution (30 days). The party raising a dispute will provide the other with written notice describing the dispute and the relief sought (notice to us at the address below). The parties will attempt in good faith to resolve the dispute informally for at least thirty (30) days.
- Mandatory pre-suit mediation. If informal resolution fails, the parties will participate in non-binding mediation in Los Angeles County, California, before a single mediator from JAMS or the AAA, within sixty (60) days. Mediation costs are split equally; each party bears its own attorneys' fees.
- Binding individual arbitration. If mediation does not resolve the dispute, the dispute will be finally resolved by binding individual arbitration administered by JAMS under its Streamlined Arbitration Rules & Procedures (or AAA under its Commercial Arbitration Rules if mutually agreed), in Los Angeles County, California, before a single arbitrator who is a retired California state or federal judge or a California-licensed attorney with at least fifteen (15) years of experience. The arbitration is governed by the Federal Arbitration Act, with California substantive law applied to the merits.
- Class action and jury trial waiver. You and the Released Parties each waive the right to bring or participate in any class, collective, representative, or private-attorney-general proceeding, and waive any right to trial by jury, to the maximum extent permitted by law.
- "AS-IS." Except for warranties expressly required by California professional-licensing law and that cannot be disclaimed, services provided are otherwise made available "as-is" and "with all faults."
This dispute-resolution provision survives termination of the clinical relationship and is binding on you, the Released Parties, and your respective heirs, representatives, successors, and assigns. The parties agree that the Federal Arbitration Act governs the interpretation and enforcement of this provision. If any portion of this dispute-resolution provision is found unenforceable, the remainder shall remain in full force and effect, and any class-waiver-related claim severed from arbitration shall be brought in the state or federal courts located in Los Angeles County, California. You may opt out of binding arbitration (but not pre-suit mediation) by sending written notice to Pasadena Clinical Group, Attn: Legal, 301 N. Lake Ave, STE 600, Pasadena, CA 91101 within thirty (30) days after the date you sign the Consent to Treatment. An opt-out is not retaliation and will not affect your care.
Limitation of liability for non-malpractice claims is governed by Terms & Conditions Section 9; indemnification is governed by Section 10. Nothing in these Office Policies waives, modifies, or limits any non-waivable rights or remedies you have under California professional-licensing law, HIPAA, CMIA, the No Surprises Act, or other applicable law.