Frequently Asked Questions
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 8am-6pm Monday through Thursday, and 8am-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 generally do not require referrals or prior authorizations. If either is required, our team handles it internally. We bill everything to insurance, and we are proudly in-network with almost every plan in MN. Wisconsin residents must travel to Minnesota to receive care. For workers’ compensation claims, patients must pay first. We can then submit a superbill and reimburse the patient if the claim is paid.
Q: When is payment due and do I need a card on file?
A: A valid credit, debit, or HSA card is required to be placed on file for all commercial plans and patient responsibilities. Individuals who elect to be Private Pay should expect to pay the same day that services are rendered. Copayments are also due at the time of service and all patient-responsible balances, including deductibles, coinsurance, and services not covered by insurance are due once they are posted to the account. Patients receive communication regarding the balance due via portal and text, so don’t opt out of texting! Cards on file will process within approximately 3 days of the first notice.
Q: Do I need to choose a provider myself?
A: No. After you complete intake, we match you with the provider who best fits your needs, symptoms, and goals.
Q: Do all providers offer telehealth in Minnesota?
A: Yes. All care is provided via secure telehealth to patients across Minnesota.
Q: Can I switch providers later?
A: Yes. If your needs change, we can help transition your care to another provider on our team.
Q: How quickly can I get an appointment?
A: Most patients are able to schedule within a few days depending on availability.
Q: What is Mending Mental Health’s policy on aggressive or disrespectful behavior?
A: We understand that healthcare, medications, scheduling, billing, and insurance can be frustrating, and patients are always welcome to ask questions, disagree with us, or voice concerns. However, we do expect communication with our staff and providers to remain respectful.
Mending Mental Health has a zero-tolerance policy for threatening, intimidating, abusive, hostile, or aggressive behavior. This includes yelling, swearing at staff, personal attacks, harassment, intimidation, threats, or other behavior that makes staff or others feel unsafe. A single serious incident may be enough to initiate termination of care.
You can review our full Respectful Communication & Zero Tolerance Policy HERE.
Specific Questions
Q: Can I get my ADHD testing results or report before my results appointment?
A: No. As part of our clinical process, results are reviewed with your provider during the scheduled results appointment rather than being released in advance. This ensures your findings are accurately interpreted alongside your full clinical picture. The full report will be available in your portal after the provider completes and closes the visit. You can review the full policy, HERE.
Q: I’m out of my meds, what should I do?
A: It’s always best to call your pharmacy or check their app to see if you have a refill or postdated prescription available. If the pharmacy confirms that they don’t have a prescription, feel free to call or send a message to the clinic. We will look into it and find the answers to your questions.
Q: My meds have been lost or stolen?
A: If your medication is not a controlled substance, we should be able write a new prescription and get you back on track. Just simply call or message the clinic and we can help you out. If your medication is a controlled substance, click HERE to see our policy on lost or stolen controlled medication.
Q: The pharmacy is out of my prescription, what should I do?
A: Please contact other pharmacies to ask whether they have your medication in the prescribed strength and formulation. Genoa Pharmacy in Edina is one option we commonly recommend. Our team does not have access to pharmacy inventory and cannot call pharmacies on your behalf. Once you locate your medication, ask the pharmacy whether your prescription can be transferred. If a new prescription is needed, contact our clinic with the pharmacy’s name and location.
Q: Do we prescribe Ketamine?
A: No. Mending Mental Health doesn’t currently participate in home delivery of ketamine, IV Ketamine, or Spravato administration.
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, so we can work through any snags together.
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.
Prescribing at Mending
Q: Will Mending prescribe whatever I ask for?
A: No. Mending Mental Health follows strict evidence-based prescribing practices. We do not prescribe medications in ways that are unsafe, addictive, or inconsistent with clinical guidelines. Our role is to provide ethical, responsible care that protects your health long-term.
Q: Why won’t you automatically continue my current prescriptions?
A: Every treatment plan at Mending begins with a thorough evaluation. If medications are clinically appropriate and safe, they may be continued. If they are not, we will work with you on safer alternatives. We do not “rubber stamp” outside prescriptions or unsafe polypharmacy.
Q: Why is responsible prescribing important?
A: Overprescribing controlled substances like stimulants, benzodiazepines, or sedatives can create serious health risks, including dependence, diminished effectiveness, and dangerous drug interactions. Responsible prescribing protects patients, providers, and our community.
Q: What kind of patients are a good fit for Mending Mental Health?
A: Mending is a good fit for patients who want thoughtful prescribing and a collaborative relationship with their provider. We take time to understand your symptoms, history, and goals, then recommend clinically appropriate medications, with safety and long-term stability in mind. Your questions and preferences matter, and prescribing decisions are guided by clinical judgment. We ask patients to respect our team’s time, clinical boundaries, and financial policies, and follow our Respectful Communication & Zero Tolerance Policy.
Q: Does the psychiatry team prescribe controlled medications?
A: Yes. When clinically appropriate and safe, our providers may prescribe medications such as stimulants, benzodiazepines, or sleep aids. These medications are prescribed carefully, monitored closely, and always balanced with long-term safety in mind.
Q: What is “bridge care,” and does Mending provide it?
A: Bridge care is a short term service that may be offered as a courtesy when a provider is absent or leaves a clinic. It can include limited, safe refills to prevent abrupt gaps in treatment while a patient connects with a new or returning prescriber.
In Minnesota, there is no legal obligation for a clinic or contracted provider to offer bridge care. Minnesota Rule 2150.7530 states that either a provider or a patient may end the treatment relationship, and that a provider is only required to give notice and referrals when doing so (revisor.mn.gov). Minnesota Statute §148F.16 adds that a provider who cannot practice safely must end services or make temporary arrangements, but there is no requirement to continue unsafe prescribing.
Because bridge care is optional, Mending will only provide it when it is medically safe and consistent with our ethical standards. For more information, see our full Bridge Care policy HERE.
Q: What should I expect when starting a new medication for ADHD?
A: There’s quite a bit to expect when starting a new medication for ADHD. Please take a look at this helpful information from Tracy Newman, CO-FOUNDER, PMHNP, MSN, CANS, for a better understanding of what it involves: Click Here