Patient Communication Policy
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      1. MindWeal
      2. Policies and Procedures
      3. Patient Communication Policy

      Patient Communication Policy

      At MindWeal Health, our goal is to empower every family to help their child attain a state of mental and emotional wellness. Effective communication with our patients and their families is essential to realize this objective. To facilitate this, we employ a range of technological tools. Not only do these tools enhance communication, but they also offer education about treatment essentials and provide information on community resources. Below are the tools we utilize:

      Modes of Communication:

      • End-to-End Secure Messaging System: We use the MindWeal platform/web app to send encrypted, HIPAA-compliant text messages containing your Protected Health Information (PHI). For faster replies and secure communication, we strongly recommend using this mode of communication.
      • Text Messages: We will send you text messages primarily to provide updates and reminders about your appointments, as well as to notify you when a secure message has been sent through the MindWeal app. Although these messages will not include any Protected Health Information (PHI), we strongly recommend password-protecting your phone and disabling the “message preview” feature to further protect your privacy. Please review the MindWeal SMS Messaging Terms (see section below) for further details.
      • Email Communication: Occasionally, we'll email you through our EMR system or our official business email account. You can also email us at contact@mindweal.com. While our email environment upholds HIPAA standards, ensure your side is secure by password-protecting your devices and refraining from saving your email password in browsers.
      • Phone Calls: Contact us at 618-310-0085 between 8 AM and 5 PM on weekdays. All voicemails received during this time are responded to within one business day. If you leave a voicemail outside these hours, we'll address it the following business day. Note: We might respond to your voicemail with a secure message using the MindWeal platform. 

      MindWeal SMS Messaging Terms

      Opting In for SMS Texting:

      By opting in to receive SMS messages from MindWeal, you agree to receive important notifications related to your mental health care. These messages may include:

          • Appointment reminders and confirmations.
          • Reminders about pending bill 
          • Account-related updates (e.g., password resets, app notifications)

        To opt in, you can:

      • Check the opt-in box on the MindWeal app or website during registration.

      • Reply "YES" to a text message invitation from MindWeal, if you've received one.

      Opting Out of SMS Texting:

      If you no longer wish to receive SMS messages from MindWeal, you can easily opt out at any time. To stop receiving messages:

        • Simply reply "STOP" to any SMS message you receive from us.
        • Alternatively, you can manage your SMS preferences in the MindWeal app by going to the settings and turning off SMS notifications.

      Once you opt out, we will no longer send you text messages, except for any essential notifications that are legally required or critical to your care (e.g., confirming a cancellation of your opt-out request).

      What We Will Message You About:

      MindWeal will send you the following types of information via SMS:
          • Appointment Information: Reminders, confirmations, cancellations, or rescheduling notices.
          • Billing Reminders: Notifications about pending bills.
          • Account Alerts: Updates related to your MindWeal account, such as password resets or app updates.

      Standard Messaging Rates Apply:

      Please note that standard message and data rates may apply based on your mobile carrier. If you have any questions or need help, you can reach out to our support team by replying "HELP" or contacting us directly through the MindWeal app.

      Privacy Protection:

      Your mobile information is secure and will never be shared or sold to third parties. For more details, refer to our Privacy Policy, which includes additional protections for your personal information.

      Your Responsibilities:

      To ensure secure and effective communication using these tools, your active participation is required. Here's what you should do:

      • The parent identified as the "Primary Guardian" in the patient's records, and who is also the signatory of this policy, will be our main contact for all communication, including notifications and reminders for appointments. The Primary Guardian is responsible for sharing this information with other guardians.
      • Ensure that your phone number and email address are up-to-date with us. Notify us promptly of any changes to your contact information. 

      Time frame to respond to patient-initiated communication:


      Our office operates from Monday to Friday, 8 AM to 5 PM. We're closed on weekends and observe national as well as select regional holidays. All communications received during our operational hours are typically addressed within one business day, though our policy allows for up to two business days for a response. For faster replies, contact us securely using the MindWeal platform or web app.  Communications received outside of our working hours, during weekends, or holidays will be attended to on the following business day. We don't offer after-hours services. In emergencies, please dial 911 or head to the nearest Emergency Room.