Office Policies
1. Cancellation and no-show
We require at least 24 hours' notice for cancellations or rescheduling. Sessions cancelled with less than 24 hours' notice, or missed entirely, will be billed the full session fee, which insurance does not cover. Repeated late cancellations or no-shows may, at our discretion, lead to clinical re-evaluation of fit and possible termination of services with appropriate referrals.
2. Lateness
Sessions begin and end at the scheduled time. If you arrive late, your clinician will see you for the remaining time of your scheduled session and you will be billed for the full session.
3. Communication outside session
Brief, non-clinical messages (scheduling, billing) are typically responded to within one business day. Substantive clinical issues are best handled in session. Email and text messages should not contain protected health information beyond what is necessary for scheduling. Phone calls outside business hours will be returned the next business day. We are not a 24-hour or crisis service. For emergencies, call 988 or 911 (see also our crisis information).
4. Court appearances and subpoenas
Pasadena Clinical Group's clinicians are not retained as forensic or testifying experts in custody, criminal, or civil matters. If a clinician is subpoenaed to testify or to produce records, the clinician's time will be billed at a rate substantially higher than the standard session rate (specified in your intake paperwork), with a minimum-hours retainer required in advance, including travel and waiting time. The party requesting testimony or records is responsible for these fees regardless of insurance coverage.
5. Termination of services
You may terminate services at any time. We may also conclude services in the following circumstances, with appropriate notice and referrals:
- Treatment goals have been achieved.
- Treatment is not effective and continued treatment is unlikely to provide benefit.
- A different level of care or specialty is more appropriate (we will refer accordingly).
- Significant non-payment, repeated no-shows, or breach of office policies despite discussion.
- Threats of violence against staff or other clients.
In all terminations initiated by the practice, we provide written notice, a brief continuity-of-care plan, and referral options where clinically appropriate.
6. Social media and dual relationships
To protect the integrity of the therapeutic relationship, our clinicians do not connect with current or former clients on personal social media (Facebook, Instagram, LinkedIn, X, TikTok, etc.). They will not respond to friend requests or direct messages. Reviews on public platforms are welcome but not solicited; we cannot acknowledge or respond to specific reviews because doing so would identify you as a client.
Outside-session contact (running into your clinician at a grocery store, restaurant, etc.) is handled with discretion and respect for your privacy — your clinician will not initiate contact in those settings unless you do.
7. Substance use and session attendance
Clients in our substance use programs are asked to attend sessions free of acute intoxication. If a client arrives visibly intoxicated, the session may need to be rescheduled, alternate transportation arranged, or, in cases of safety concern, emergency services contacted. Relapse is a clinical event, not a moral failing, and it is welcome content for therapy — it is the safety of the session itself we are protecting.
8. Photographs, recordings, and notes by clients
Clients may not photograph, audio-record, or video-record any portion of a session, including telehealth sessions, without the express written consent of all parties. Group members are bound by the group confidentiality agreement signed at the start of group participation.
9. Inclement weather and office closures
In the event of office closure due to weather, public-health emergencies, or facility issues, we will notify scheduled clients by phone or email and offer telehealth as an alternative when feasible.
10. Contact
Pasadena Clinical Group · 301 N. Lake Ave, STE 600, Pasadena, CA 91101 · (626) 354-6440 · office@pasadenaclinicalgroup.com