PRACTICE POLICIES
Heffron Health & Wellness LLC | Luna Eclipsed Psychiatry
Effective Date: October 1, 2026
These policies are intended to support safe, consistent, and effective care and to help patients understand expectations regarding appointments, communication, medications, administrative requests, and ongoing treatment. Additional policies, consents, or agreements may apply depending on the services you receive.
APPOINTMENTS
Appointments are scheduled for a specific patient and time. Please arrive or log in on time and be prepared to participate in your appointment from a private, appropriate location.
For telehealth appointments, patients must be physically located in a jurisdiction where the treating clinician is authorized to provide care at the time of the appointment. Your location may be confirmed at the beginning of each telehealth visit.
Appointment availability, frequency, and duration are determined based on clinical needs, provider availability, and the services being provided.
LATE ARRIVALS
Patients who arrive late may have a shortened appointment when clinically appropriate. Significant lateness may require rescheduling if there is insufficient time to safely and appropriately complete the visit.
CANCELLATIONS AND NO-SHOWS
Please provide as much notice as possible when cancelling or rescheduling an appointment.
Late cancellations and missed appointments may be subject to a fee in accordance with the practice's current fee policy and applicable payer requirements. Insurance generally does not cover missed-appointment fees.
Repeated missed appointments or late cancellations may affect the practice's ability to continue reserving appointment times and may result in discussion of whether another treatment arrangement would better meet the patient's needs.
MEDICATION REFILLS
Medication refills should be requested with adequate time for review and processing. Refill requests are not guaranteed to be completed immediately, after business hours, on weekends, or on holidays.
Patients are responsible for monitoring their medication supply and requesting refills before medication is depleted. Some medications may require a follow-up appointment, clinical reassessment, laboratory monitoring, or other requirements before a refill can be authorized.
Medication changes, new medications, or significant treatment concerns generally require an appointment and may not be addressed solely through a refill request or electronic message.
CONTROLLED SUBSTANCES
Controlled substances are prescribed only when clinically appropriate and consistent with applicable federal and state law, professional standards, clinical judgment, and practice policy. Evaluation by the practice does not guarantee that a controlled substance will be prescribed or continued.
Patients receiving controlled substances may be required to participate in appropriate monitoring, which may include review of prescription-monitoring information, medication reconciliation, laboratory testing, toxicology screening, treatment agreements, identification verification, or more frequent follow-up when clinically indicated.
Controlled medications should be taken only as prescribed and should not be shared, transferred, sold, or otherwise provided to another person.
Requests for early replacement of controlled medications because they were lost, stolen, damaged, misplaced, used sooner than prescribed, or otherwise unavailable will be evaluated individually and may not be approved.
The practice may modify or discontinue a controlled-substance treatment plan when clinically appropriate, when risks outweigh expected benefits, when monitoring requirements are not completed, or when continued prescribing would be inconsistent with applicable law or professional standards. When clinically indicated, appropriate treatment planning, referrals, or transition-of-care recommendations will be considered.
PHARMACY INFORMATION
Patients are responsible for providing accurate and current pharmacy information. Pharmacy changes should be communicated to the practice before a prescription is transmitted whenever possible.
Once a prescription has been transmitted, requests to transfer or resend controlled medications to another pharmacy may require additional review and are subject to applicable prescribing laws, pharmacy requirements, medication availability, and clinical circumstances.
COMMUNICATION WITH THE PRACTICE
Routine messages may be used for scheduling, refill requests, administrative questions, or brief treatment-related communication when appropriate. Electronic messages are not a substitute for an appointment when clinical assessment or treatment decisions are required.
Messages are reviewed during normal business operations and may not receive an immediate response. Please do not use email, text messaging, website forms, the patient portal, voicemail, or social media for emergencies or time-sensitive psychiatric concerns.
If you are experiencing a medical or psychiatric emergency, believe you may harm yourself or someone else, or require immediate assistance, call 911 or go to the nearest emergency department. For immediate mental health crisis support, call or text 988.
FORMS, LETTERS, AND DOCUMENTATION REQUESTS
Requests for forms, letters, disability documentation, accommodation letters, school documentation, employment documentation, or other written materials require sufficient clinical information for the provider to determine whether the requested documentation can be appropriately supported.
Completion of a form or request for a letter does not guarantee that the provider can clinically support the requested statement, diagnosis, restriction, accommodation, certification, or recommendation.
Administrative documentation may require a separate appointment and/or fee depending on the complexity and time required. Patients will be informed of applicable fees when appropriate.
Please allow reasonable processing time for documentation requests. Requests requiring immediate or same-day completion may not be available.
MEDICAL RECORDS
Patients may request access to or copies of their health records as permitted by applicable law. Requests for records may require identity verification and completion of appropriate authorization or request forms.
Requests to send records to another person or organization will be processed in accordance with applicable privacy laws and practice procedures. Additional information regarding patient privacy rights is available in our Notice of Privacy Practices.
ADMINISTRATIVE REQUESTS
Administrative staff cannot independently diagnose conditions, interpret symptoms, change treatment plans, authorize medication changes, or provide medical or psychiatric advice.
Requests requiring clinical judgment will be forwarded to the appropriate clinician and may require an appointment.
FEES AND PAYMENT
Patients are responsible for understanding the financial terms associated with their care, including applicable copayments, coinsurance, deductibles, self-pay charges, non-covered services, and other patient responsibilities.
Payment may be required at the time services are provided. Certain administrative services, forms, letters, missed appointments, or other services that are not covered by insurance may involve separate fees when permitted by applicable law and payer requirements.
Current fees and financial policies may be provided during intake or upon request.
INSURANCE AND BENEFITS
Acceptance of an insurance plan does not guarantee that a particular service will be covered or paid by the patient's health plan.
Patients are encouraged to verify benefits, deductibles, copayments, coinsurance, authorization requirements, and network status directly with their insurance carrier.
Coverage determinations are made by the patient's health plan. Patients may remain financially responsible for services not covered by their plan when permitted by applicable law and the terms of their insurance coverage.
PATIENT RESPONSIBILITIES
Patients are expected to provide accurate and complete information relevant to their care, including current medications, medical conditions, allergies, substance use, other treating providers, pharmacy information, and significant changes in symptoms or health status.
Patients should participate in recommended follow-up and monitoring when clinically appropriate and communicate questions or concerns regarding their treatment plan.
Patients are responsible for informing the practice of changes to contact information, insurance coverage, pharmacy information, or other information necessary to coordinate care.
RESPECTFUL AND SAFE CONDUCT
Patients, family members, visitors, and practice personnel are expected to communicate respectfully and maintain a safe environment.
Threats, harassment, intimidation, discriminatory abuse, violence, or other behavior that creates a significant safety concern will be addressed appropriately. Depending on the circumstances, the practice may establish communication boundaries, modify how services are provided, involve appropriate safety resources, or determine whether continued treatment can be safely and appropriately maintained.
Decisions affecting ongoing care will consider clinical circumstances, patient safety, continuity-of-care obligations, and applicable professional and legal requirements.
CONTINUITY AND TERMINATION OF CARE
The therapeutic relationship may end for a variety of reasons, including completion of treatment, patient choice, relocation, transfer to another provider, need for a different level or type of care, repeated inability to participate in necessary follow-up, or other circumstances affecting the ability to provide safe and appropriate treatment.
When the practice initiates termination of an established provider-patient relationship, reasonable steps will be taken when required and clinically appropriate to support continuity of care. This may include written notice, referral information, transition planning, or limited interim services consistent with applicable professional and legal requirements.
Termination of routine outpatient services does not mean that emergency or crisis services are available through the practice.
EMERGENCIES AND CRISIS CARE
Heffron Health & Wellness LLC / Luna Eclipsed Psychiatry is an outpatient practice and does not provide emergency or crisis services.
Do not use voicemail, email, text messaging, website forms, social media, or patient portal messages for emergencies or urgent safety concerns.
If you are experiencing a medical or psychiatric emergency, believe you may harm yourself or another person, or require immediate assistance, call 911 or go to the nearest emergency department.
For immediate mental health crisis support, call or text 988.
CHANGES TO PRACTICE POLICIES
Practice policies may be updated periodically to reflect changes in clinical practice, operations, payer requirements, technology, professional standards, or applicable law.
The current version of these policies will be made available through the practice or posted on this website as appropriate. Certain services may also be subject to additional written policies, treatment agreements, informed consents, or financial agreements.
CONTACT INFORMATION
Questions regarding these Practice Policies may be directed to:
Heffron Health & Wellness LLC
Luna Eclipsed Psychiatry
Email: kheffron@heffronhealthwellness.com
Phone: 623-343-297
Mailing Address: 6751 N. Sunset Blvd, Ste. 320, Glendale, Az 85305
Effective Date: October 1, 2026