• Healing takes time, and asking for help is a courageous step, not a weakness.
What is your cancellation and attendance policy?
We require at least 24 business hours’ notice (Monday through Friday, 8:00 AM to 5:00 PM, excluding holidays) for any appointment cancellation or rescheduling request.
Important Note for Mondays: If your appointment is scheduled for a Monday, we must be informed of any changes during standard business hours on the Friday before.
If you no-show or cancel an initial intake evaluation with our clinic with less than 24 business hours’ notice, it is our strict policy to close your file immediately. We enforce this firmly to ensure all incoming patients have equal, timely access to care.
To protect our providers' time and ensure other patients can get the care they need, we track attendance over a rolling 12-month period:
  • Late Cancellations: You are allowed a maximum of 3 late cancellations. If this number is exceeded, your file will be closed.
  • No-Shows: You are allowed a maximum of 2 no-shows. If this number is exceeded, your file will be closed.
  • Combined Limit: Notwithstanding the individual caps above, you are allowed a maximum combined total of 1 no-show and 2 late cancellations. If this combined limit is exceeded, your file will be closed.

If you have commercial insurance, you will be charged a direct, out-of-pocket $75 fee for any no-show appointment. (Please note that health insurance companies do not pay for missed appointments, making this the patient's responsibility).
It is entirely your responsibility to cancel your appointment if you cannot make it. You can do this by responding via our automated appointment reminder system, or by calling your dedicated local office line directly during business hours:
  • Plattsburgh, NY Branch: (518) 825-1555
  • Malone, NY Branch: (518) 481-8744
  • Colchester, VT Branch: (802) 404-1492
Yes. While our office will always attempt to bill your health insurance provider on your behalf, you are ultimately responsible for any remaining balance if your insurance does not pay for any reason. This includes meeting your plan's deductibles, copays, or any other out-of-pocket expenses.
We require a minimum of 72 business hours notice for any prescription renewals or refills. This ensures your psychiatric provider has adequate time to safely review your clinical file and process the request.
What should I do in an immediate mental health emergency?
Life-Threatening Emergencies: If you or a loved one is facing immediate physical danger, please call 911 without delay or go directly to the emergency department of your closest hospital.
The National 24/7 Lifeline: You can call or text 988 from any device to reach the national Suicide &Crisis Lifeline for free, confidential support.
If you are experiencing severe emotional distress but are not in immediate physical danger, please contact the specific 24/7 emergency care resource designated for your clinic’s county so a local mobile team can support you:

  • Plattsburgh Patients (Clinton County, NY): Call the North Country Crisis Helpline at 1-866-577-3836. Their local Mobile Crisis Team (operated by Behavioral Health Services North) can travel directly to you at home, school, or a safe public space. Their mobile responders operate locally Monday through Friday from 8:30 AM to 7:30 PM, with automated on-call routing handling overnight and weekend calls.
  • Malone Patients (Franklin County, NY): Call the Citizen Advocates 24/7 Crisis Line at (518) 483-3261. They operate a dedicated regional mobile crisis response team capable of responding directly to your home or community setting 24 hours a day, 7 days a week, 365 days a year.
  • Colchester Patients (Chittenden County, VT): Call the Howard Center "First Call for Chittenden County" line at (802) 488-7777. This is a specialized, 24/7/365 emergency resource providing immediate telephonic support, rapid in-person crisis intervention, and localized mobile community assessments for individuals of all ages.
Yes, for established patients only who are experiencing an important but non-life-threatening clinical issue outside of our standard office hours. You can reach our On-Call Psychiatric Coverage answering service by calling (800) 544-6444. Please remember that any urgent safety-related crisis or emergency should be directed to the dedicated 911, 988, or county emergency hotlines listed above.
Local Community Support Networks
We believe in supporting your mental wellness journey both inside and outside of our clinic walls. Here is a list of trusted local organizations and online resource networks:
7cups Online Support Free, anonymous online emotional support and active listening chat networks
  • The Trevor Project Dedicated crisis intervention and suicide prevention resources for LGBTQ+ youth (Call 1-866-488-7386 or text START to 678-678)
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