General Questions

Q: What are your hours of operation?

A: Every clinician hosts their own schedule, operating when they find the best flow with their patients. Our admin office hours are 9am-6pm Monday – Thursday, and 9am-2pm on Fridays.

 Q: How do I contact the clinic?

A: There are so many ways! Give us a buzz (612) 488-0040, send us a message from the portal or app (it’s a secure texting form), email us: info@mendingmh.com, or fax us records to (833) 973-4055. Billing questions, referrals, medication questions, collaboration or joining the practice requests, and the like can all be sent here, and we’ll get it to the right individual.

 Q: How quickly can I be seen?

A: We strive to schedule patients the same week or within 5 business days of when they return the information that we need to schedule. This includes signing consents, collecting personal information needed to complete your chart, and collecting patient balances that are due.

 Q: I got a form from my insurance that’s confusing about my care with you – what does this mean?

A: Everyone needs to update their coordination of benefits (COB) from time to time. You might see this, and if you do please call your insurance company to update their needs! We can’t get claims paid without it being updated. Patients also call frequently about EOBs that don’t reflect accurate balances due, or PA denials that we’re actively working to fix. Feel free to contact us with more information, but most of the time, we’re working behind the scenes to help the patients get what they need without adding more stress from their insurance blocking coverage.

 Q: Will my insurance cover this service?

A: Our specialty providers do not require referrals or authorizations, and if they do, we collect those from within. The only insurance plans that we don’t accept are Humana (if you have this for medical, it’s horrible, and you should get a different plan), Wisconsin specific insurance plans, BCBS of IL because they never pay claims, and workers comp. If you have a worker’s comp claim, we can submit a super bill to them, and if they pay, we will reimburse the patient, but these claims need to be paid primary by a patient first.

Insurance currently does not cover compounded or cosmetic injections.

Specific Questions

Q: I’m out of my meds, what should I do?

A: Feel free to send a message at the clinic. We will look into it and find the answers to your questions.

Q: The pharmacy is out of my prescription, what should I do?

A: We can send the script to a different location, but you may want to ask them if your meds are in stock or when your pharmacy will get a shipment of your RX. Some pharmacies only carry certain medications, and we have those listed, but general prescriptions are on a pharmacy schedule, not ours.

Q: Do we prescribe Ketamine?

A: Mending Mental Health doesn’t currently participate in home delivery of ketamine, IV Ketamine, or Spravato administration. We do have a list of providers that are fantastic with some of these services, so if you are a current patient, bring it up at your next appointment!

Q: I’m experiencing a medical psychiatric emergency; can I see you immediately?

A: Our practitioners have appointments all day, and sometimes they will have an opening for a same-day appointment, but it’s not a guarantee. Mending MH is not an inpatient clinic, but we can call local authorities if you need transportation to a psychiatric hospital. If you are experiencing a medical emergency and cannot connect with our clinic, do not hesitate to call 911 or a county resource.

Q: Why did I get a message that I can’t be seen anymore at Mending MH?

A: If you receive communication from us regarding a transfer of care, your letter will explain in detail why it happened. This is typically due to missing too many scheduled appointments. Attending scheduled appointments is necessary to provide adequate care, and if you abandon your treatment plan, our providers cannot continue to see you. Other common reasons include not adhering to clinic policies, seeking psychiatric medication from multiple providers, and refusing to pay for the appointments that have occurred. All of this can be avoided, so please keep us in the loop, and we’ll make sure you’re a happy camper.

Q: I’m in the hospital but I don’t like my psychiatrist. Can I make an appointment with your team instead?

A: You can make an appointment after being discharged, but insurance will not allow in-patient and out-patient claims to be billed at the same time. Please let us know when you’re in the hospital, and we’ll coordinate with your care team.