Practice Policies
Last Updated: May 23rd, 2025
General Information
Luceo Health is a psychiatry and wellness practice providing both in-person and telehealth services to individuals across Georgia. These Practice Policies outline the scope of our services, your responsibilities as a client, and the guidelines for receiving care through our practice. By engaging with Luceo Health, you acknowledge that you have read, understood, and agreed to these policies. We reserve the right to modify these terms at any time, and your continued use of our services constitutes acceptance of any updates. You will be provided Client Forms outlining treatment consent, financial responsibilities, and other key policies prior to your initial visit. In the event of any discrepancies between the website and these forms, the signed Client Forms will govern.
Our Services and Technology
Clients of Luceo Health have access to high-quality psychiatric evaluations, medication management, and psychotherapy services. We utilize secure, HIPAA-compliant platforms to facilitate telehealth care and client communications. These platforms support scheduling, billing, and clinical documentation. Services are available to adults age 18 and older or those who meet the legal age of consent in Georgia.
Crisis & Emergency Care Policy
Luceo Health does not provide emergency psychiatric or medical services. If you are experiencing a crisis, are in immediate danger, or are thinking about harming yourself or others, please dial 911 or go to the nearest emergency room.
For 24/7 mental health support in Georgia, you may also contact the Georgia Crisis & Access Line (GCAL) at 1-800-715-4225.
After-Hours Communication Policy
Luceo Health is open for administrative and clinical services during regular business hours, Monday through Friday. Phone messages, emails, and portal communications sent outside of these hours will be returned within 1–2 business days.
Please note that our providers do not monitor messages outside of business hours or on weekends and holidays. If you need immediate attention, please follow the procedures outlined in our Crisis Policy above.
Provider Communication Boundaries
To maintain clinical boundaries and timely responses, communication with Luceo Health providers should occur via the secure client portal or scheduled sessions. Clinical questions, prescription concerns, and treatment-related inquiries will be addressed during appointments or through portal messaging.
Providers do not provide clinical care via personal email, phone, or text message. Messages sent outside of business hours will be responded to within 1–2 business days.
Consent to Treatment Policy
Luceo Health provides psychiatric and psychotherapy services only with your informed consent. By signing our intake forms and engaging in care, you acknowledge that you understand the nature, risks, and benefits of the proposed treatment and that your participation is voluntary. You may withdraw consent and discontinue treatment at any time. Your provider will discuss the treatment plan with you and update it as clinically indicated.
Termination of Care Policy
Luceo Health is committed to providing safe, ethical, and effective care. However, we reserve the right to terminate care if:
A client repeatedly misses or cancels appointments without notice.
A client fails to comply with treatment recommendations.
A client engages in behavior that is threatening, abusive, or inappropriate.
A client has needs outside the scope of services we provide.
A client’s account becomes significantly overdue and unresolved.
If services are terminated, we will provide referrals to appropriate alternative providers when possible.
Minor Consent & Adolescent Care Policy
Luceo Health provides services to individuals 18 years and older. We do not currently offer psychiatric or therapy services to minors or adolescents. If this policy changes, updates will be reflected in our intake materials and website.
Client Portal Use & Limitations
The Luceo Health client portal is a secure tool intended for:
Sending non-urgent messages to your provider
Requesting prescription refills
Scheduling or rescheduling appointments
Accessing billing statements and receipts
The portal is not monitored 24/7 and should not be used for emergency or time-sensitive matters. Clinical concerns requiring urgent attention should be addressed by scheduling a session or contacting emergency services when appropriate.
Telehealth Policies
Informed Consent – Risks and Benefits
Luceo Health provides services via secure video, phone, and messaging systems. Telehealth offers convenience and flexibility but may not be appropriate for every mental health concern and Luceo Health providers reserve the right to determine if you are clinically ineligible for telehealth services. You may discontinue telehealth services at any time.
All telehealth sessions are subject to the same legal protections as in-person care, including confidentiality and record access. While telehealth offers convenience, accessibility, and flexibility, it also carries certain inherent risks. These include potential technical disruptions, privacy limitations, and the possibility that some mental health conditions may be better suited for in-person care. Additionally, despite using secure platforms, there is always a risk of unauthorized access to electronic communications. At Luceo Health, we take every precaution to protect your information and will work with you to determine if telehealth is the most appropriate option for your care.
Please note: Luceo Health does not manage medical emergencies. If you are experiencing an emergency or are in immediate danger, call 911 or go to your nearest emergency room.
Technology Disruption During Telehealth
We strive to offer a smooth and secure telehealth experience. In the event of a technology failure during your session (e.g., poor video/audio quality or internet interruption), your provider will attempt to reconnect with you immediately. If reconnection is not possible, your provider may transition the session to a phone call.
If a session cannot be completed due to technical issues, we will make reasonable efforts to reschedule at no additional charge.
Telehealth Eligibility Review Clause
Your eligibility for ongoing telehealth services may be periodically re-evaluated, particularly in cases involving:
Significant medication changes
High-risk psychiatric symptoms (e.g., suicidality, mania)
Changes in clinical presentation
If your provider determines that in-person care is more appropriate, they will discuss alternative care plans or offer referrals for continued support.
Cancellation & No-Show Policy
We request at least 48 business hours' notice for any cancellations or rescheduling. Late cancellations or missed appointments will incur a cancellation, rescheduling or no-show fee, as allowed by law. Our current fees are listed below:
No-Show: $125 fee for new-patient appointment, $75 fee for follow-up appointment
Late Cancellation or Late Reschedule (within 48 business hours): $125 fee for new-patient appointment, $75 fee for follow-up appointment
Client Tardiness Policy
Clients who are more than 10 minutes late will be marked as no-shows, required to reschedule their appointment, and will be charged a rescheduling fee.
Repeated missed appointments without communication may result in termination of services.
Billing & Payment Policy
Payment is due after each session. We accept most major commercial insurance plans and Medicare. Clients are responsible for any copays, deductibles, or co-insurance as determined by their insurer. We securely store your payment method on file and charge your card accordingly. By providing us with your credit card information, you authorize us to charge your credit card for agreed-upon purchases and save your credit card information for future transactions on your account. Any third-party payments on your behalf (e.g., insurance companies) are directed to Luceo Health. You are responsible for any remaining balances unless prohibited by law.
A more succinct summary of our Billing & Payment policies can be reviewed in the bullet list below:
- Payment is due at the time of service.
- Payment may be made by Cash, Check or Credit Card.
- You must provide a credit card number to be kept on file. In the event that a balance is outstanding more than 60 days, this card will be automatically charged.
- Once an account is more than 120 days past due, it may be subject to Collections action.
- The fees for the Initial Evaluation and subsequent sessions are as discussed at intake or with your clinician.
- Statements for outstanding balances are generated monthly.
- If your check is returned NSF (non-sufficient funds), a $25 charge will be added to the outstanding balance.
- It is your responsibility to provide the office with up-to-date billing information, including changes to address, credit card, and Insurance information.
- Luceo Health will only bill directly to our Contracted Provider Plans.
Insurance Policy
- Insurance Cards are required at every visit. We will verify your insurance coverage at the time of your first visit, if possible.
- Depending on your insurance, Luceo Health will be reimbursed based on a percentage of the amount billed. We do not know the exact amount until we receive payment. All co-payments, deductibles, and payments for non-covered services are due at the time of the service or when balances become known. As the recipient of services, you are ultimately responsible for all services provided. Not all services may be covered by insurance, and you will be fully responsible for those uncovered charges. Luceo Health is under no obligation to pursue reimbursement on the patient’s behalf.
- If payment from your Insurance Provider is not received in full within thirty (30) days after submission of the request for payment, it is your responsibility to pay. If payment is not received in full within sixty (60) days, by providing your credit card and receiving provided services, you are authorizing Luceo Health to charge your provided credit card for any unpaid bills or claims. Without a card on file, payment is due in full at the time services are rendered. Any claims paid after your credit card has been billed will be refunded to you.If you are covered by an In-Network plan:
- We will bill at an in-network level for those plans.
- It is your responsibility to contact your insurance carrier to discuss your plan’s mental health benefits, including any deductibles, co-payments, annual and lifetime limits, and if pre-authorization is required. We will bill the carrier for you.
- Your co-pay is due at the time of service. You are responsible for all charges not paid by your insurance, including deductibles, co-payments, any uncovered charges, charges for missed appointments, etc.
- You are responsible for informing the Luceo Health team of any changes to your insurance coverage.If you are covered by an Out of Network Provider Plan:
- The out of pocket payment is due at the time of service.
- After payment has been made and applied towards the billed services, we may provide you with an Insurance Invoice to submit to your insurance plan, per your request.
Refund Policy
Refunds may be issued in the case of overpayment, duplicate charges, or billing errors. To request a refund:
Contact us at contactus@luceo-health.com within 30 days of the payment.
Include your name, contact information, reason for the request, and supporting documentation.
Approved refunds will be processed within 5–10 business days to the original payment method. Refunds are at the discretion of our billing team. Refunds will not be issued for services already rendered.
Controlled Substance Policy
At Luceo Health, we understand that controlled substances are FDA-approved and evidence-based treatments for many conditions. At the same time, we are committed to ensuring your safety and practice medication stewardship. This means our policies include limiting the use of high-risk controlled substances to a minimum.
For individuals already prescribed these medications, we focus on providing safe treatment plans to decrease or discontinue these medications, as able. A list of such medications includes, but is not limited to, the following:
Alprazolam (Xanax)
Lorazepam (Ativan)
Clonazepam (Klonopin)
Diazepam (Valium)
Zolpidem (Ambien)
Eszopiclone (Lunesta)
Amphetamines (Adderall, Dexedrin, Vyvanse, Mydayis, etc.)
Methylphenidate (Ritalin, Concerta, Focalin, Daytrana, Metadate, Methylin, etc.)
Midazolam (Versed)
Chlordiazepoxide (Librium)
Phenobarbitol (Luminol, Solfoton)
We do employ the following additional policies related to controlled substances to ensure safety, quality, and compliance with regulations:
We do not guarantee a provider will agree that a controlled substance is indicated for treatment.
Clients must have an in-person appointment before a clinician can prescribe a controlled substance.
It may be necessary for a client to have multiple visits, including additional laboratory or diagnostic testing (such as a urine drug screen), before the clinical care team can determines whether a controlled substance is indicated for treatment.
Patients on controlled substances do require regular visits, at a minimum every 30 days initially and every 90 days thereafter.
We do not provide early refills or fills of controlled substance prescriptions for any reason, no exceptions.
These policies ensure safe, compliant, and evidence-based care.
Refill Request Policy
For clients in good standing who have not missed their last appointment, please request prescription refills through the client portal. We will not accept any refill requests directly from the pharmacy.
Please allow 2-4 business days for any prescription refill.
Each client is responsible to check their medication(s) for accuracy before purchase at the pharmacy. Luceo Health cannot be held responsible once the prescription leaves the pharmacy.
Emotional Support Animal (ESA) Letter Policy
We do not provide ESA letters for any client under any circumstance.
Legal Requests Policy (FMLA & Disability Forms)
Form Charge & Timeline
Please note there will be a $50 charge for any paperwork requested to be completed by a Luceo Health provider. This is to ensure our providers are fairly compensated for their time. You will be charged via the payment method we have on file.
Please allow up to 14 business days for these forms to be complete and sent to the requested party.
Family Medical Leave Act (FMLA) & Disability
We will work with each client to understand their unique circumstances, but please note we do NOT guarantee that a provider will sign FMLA or disability paperwork.
FMLA or disability forms will not be filled out at the client's first couple of visits. We require reasonable time for the providers to spend with each client to adequately asses if FMLA or disability is directly related to a mental health condition. It's usually at least several months of treatment before we can consider filling out the forms.
Our general policy is to keep people at work as long as possible as there is significant data demonstrating that gainful employment increases wellness outcomes.
If you anticipate requesting any time off of work through FMLA or disability for mental health reasons, our providers may require that you agree to participate in a higher level of care during the time you are out of work, such as participation in an intensive outpatient program (IOP) or partial hospitalization program (PHP).
Please note that each situation is unique and requires careful evaluation by the provider. If your provider determines it is reasonable to request FMLA or disability by filling out the forms, we do not guarantee that you will be approved for FMLA or disability.
For clarity, a brief summary of our policies regarding legal requests is as follows:
Completion of forms is not guaranteed and depends on clinical appropriateness.
Additional appointments and treatment over several months are often required before forms can be completed.
Each request is evaluated individually by the provider.
Clients are asked to participate in a higher level of care while taking time off work, such as an intensive outpatient program (IOP), partial hospitalization program (PHP), or inpatient hospitalization, as clinically indicated.
A $50 fee applies for each document requested.
Submitting paperwork does not guarantee approval by your employer, benefits provider, or any goverment agency.
Privacy Practices
We follow all federal and state privacy laws and adhere to HIPAA standards. Please review our Notice of Privacy Practices and Privacy Policies in detail. .
Communications Policy
We may contact you via email or SMS for appointment reminders, updates, and administrative communication. While we aim to protect your data, emails and texts are not encrypted and could be accessed by unauthorized parties.
You may opt out at any time by replying "STOP" to texts or clicking "unsubscribe" in emails. Data charges may apply for SMS messages.
Medical Records & Documentation Requests
Clients may request copies of medical records or clinical documentation through our secure client portal. Requests must be submitted in writing and include your full name, date of birth, and the specific documents needed.
Please allow up to 7 business days for processing. Extensive documentation requests (e.g., treatment summaries for legal or insurance purposes) may incur an administrative fee, depending on the scope of the request. We reserve the right to deny or limit access in accordance with HIPAA and applicable state law.
Scope of Services & Care Limitations
Luceo Health provides psychiatric evaluations, medication management, and psychotherapy for a wide range of mental health conditions. However, there are specific services we do not provide, including but not limited to:
Court-ordered psychiatric evaluations
Child custody or parental fitness evaluations
Forensic psychiatric evaluations or expert testimony
Long-term disability evaluations not initiated by a treating provider
24/7 crisis intervention or inpatient care
Treatment and services for the following: Geriatric Psychiatry, Child & Adolescent Psychiatry, Primary Substance Use Disorders, Eating Disorders, Primary Active Psychotic Disorders, Borderline Personality, Complex PTSD, Autism Spectrum Disorder, Neurocognitive Disorders (i.e. Dementia)
We may refer you to an appropriate provider or organization if your needs fall outside of our scope of practice.
Coordination of Care & Release of Information
With your written consent, Luceo Health may coordinate your care with other healthcare professionals involved in your treatment, such as primary care physicians, therapists, or specialists. This communication requires a signed Release of Information (ROI) form. You may revoke your authorization at any time by submitting a written request. Coordination helps ensure your care is comprehensive, safe, and effective.
Research, Data Use, & De-Identification Policy
Luceo Health may collect and analyze de-identified client data for the purpose of internal quality improvement, outcome tracking, or service optimization. This data does not include names, dates of birth, or other information that can be used to personally identify you. If Luceo Health ever participates in a formal research study, you will receive a separate consent form and explanation. Participation in research is entirely voluntary.
HIPAA Breach Notification Policy
Luceo Health follows all applicable laws under the Health Insurance Portability and Accountability Act (HIPAA). In the rare event of a data breach involving your protected health information (PHI), you will be notified in writing without unreasonable delay, and within the time period required by law. We will provide information about what occurred, what information was affected, and how we are responding.
Firearm Access & Safety Documentation Policy
As part of our commitment to client safety, your provider may ask about access to firearms or other potentially harmful items when clinically relevant. This is a standard part of risk assessment and safety planning in mental health care. Any documentation regarding firearm access is handled confidentially and in accordance with applicable state and federal law.
Peer Consultation Disclosure
To ensure the highest quality of care, Luceo Health providers may engage in anonymous peer consultation with other licensed clinicians. During such consultations, identifying details are not shared. This is a standard part of ethical clinical practice and helps providers remain informed and supported in delivering excellent care.
Complaint Policy
If you have concerns about your care, we encourage you to discuss them directly with your clinician. Formal complaints may be submitted in writing to contactus@luceo-health.com.
Agreement and Consent
By engaging in services with Luceo Health, you confirm that you have read and understood these policies and agree to abide by them. If you have questions, please contact us directly. Open communication is key to ensuring high-quality, effective care.
Contact Us
If you have any questions or concerns about these Practice Policies, please contact us:
Luceo Health LLC
25 Lenox Pointe NE, STE B
Atlanta, Georgia 30324
Email Address: