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Frequently Asked Questions

Is Well Street online therapy right for me and my family?2018-02-10T13:37:40+00:00

Well Street may be right for you if you want to improve the quality of life for you, your child, and your family. When something interferes with the happiness of your family or prevents you or your child from achieving goals or academic success, we may be able to help. We have therapists who specialize in working with families, kids, and teens on general as well as specific issues, such as stress, anxiety, parenting, depression, eating, sleeping, family conflicts, grief, self-esteem and more.

If any of the following is true for you or your child, Well Street is not the right solution:

  • You or your child have thoughts of hurting yourself or others
  • You or your child are in an urgent crisis or an emergency situation
  • You or your child have been diagnosed with a severe mental illness
  • You or your child are under psychological supervision or psychiatric care
  • You or your child are required to undergo therapy or counseling either by a court order or by any other authority
  • You do not have a device that can connect to the Internet or you do not have a reliable Internet connection.
How does Well Street online therapy compare to traditional face-to-face therapy?2018-02-10T13:37:28+00:00

All our therapists are licensed, credentialed, and experienced.  While online therapy has similar benefits to in-person, it's not capable of substituting for traditional face-to-face in every case. Your therapist won't be able to make an official diagnosis, to fulfill any court order or prescribe medication. You can learn more about the differences and benefits of online therapy in this article.

Assessment and diagnostic services are available from Well Street and can be purchased separately from your counseling subscription.

Psychiatric services and medication management are not currently available at Well Street Online but will be soon.


Is online therapy effective?2018-02-10T13:35:41+00:00

Telebehavioral health is becoming more popular due to lower costs and comparative effectiveness of in-person methodologies. The convenience, accessibility and low-cost open opportunities for kids and families to seek help who might otherwise continue to struggle. For kids and teens that use technology regularly, online communication is more comfortable for them, especially when revealing private or personal information. Research presented in this meta-analysis on internet therapy suggests there is strong support for “online psychological interventions as a legitimate therapeutic activity…”

How is my privacy protected?2018-02-10T13:35:29+00:00

Our privacy and confidentiality standards exceed what is required by law or regulations, so you can have confidence that your information is safe and secure.

  • All the messages between you and your therapist are secured and encrypted.
  • Our browsing encryption system (SSL) follows best practices to ensure online security.
  • Databases are encrypted and are essentially useless in the very unlikely event that they are hacked.

If you wish to have any of your information or records released to a third party, please let your therapist know. Your therapist will send you an authorization form that you will need to complete and sign before your information can be released.

Consent and Confidentiality for Teens2018-02-15T19:38:33+00:00

In most cases, parents must consent to mental health care on behalf of their minor children.  However, there are situations in which minors may consent for their own care and opportunities in which other adults may consent to care on the minors’ behalf.

Generally speaking, the information a teen shares with her/his therapist will be kept confidential unless the teen gives consent to the therapist to disclose to others such as a parent or guardian.

However, the law requires disclosure in some situations even without the teen's permission.   

 Confidentiality cannot be maintained when: 

  • A teen shares that s/he is thinking about or has tried in the past to seriously harm self or another person. 
  • A teen shares that s/he is doing things that could cause serious harm, even if the teen does notintendto harm self or another person. 
  • A teen shares that s/he is being abused – physically, sexually, mentally, or emotionally – or that s/he has been abused in the past.  
  • A teen is involved in a court case and a request is made for information about therapy. 

Additional information regarding HIPAA Privacy Notice, Informed Consent, and Confidentiality can be found in Well Street Online's Terms and Conditions.

How do you match me with a therapist?2018-02-10T13:37:15+00:00

Once you sign up for a paid subscription and complete the Get Matched questionnaire, we will match with an available therapist who fits your objectives, preferences, goals, and the type of issues you are dealing with. Different therapists have different approaches and areas of focus, so it's important to find the right person who can achieve the best results for you and your family. We have found that we are able to provide a successful match most of the time; however, if you start the process and feel your therapist isn't a good fit, you can ask to be matched to a different therapist.

Once you sign up, it takes about 24 hours or less to match you with a therapist.

How will I communicate with my therapist?2018-02-10T13:36:57+00:00

You can get therapy by:

  • Exchanging messages (like email but in a secure environment)
  • Chatting live
  • Speaking over the phone
  • Video conferencing

Your subscription includes unlimited message exchange with your therapist as well as a 1:1 session each week. Your weekly 1:1 session can be done by live chat, phone call, or video conference. Additional 1:1 sessions can be purchased if needed but we find that once a week works well for most.

How do I exchange messages with my therapist?2018-02-10T21:23:54+00:00

Once you are matched with a therapist, you and your family will get a dedicated counseling account which will be your private and secure place to communicate. In this account, you will write about yourself and your child, the things going on in your life, ask questions, and discuss the issues that trouble you. Your therapist will then read your messages, and respond with questions, feedback, insights, and guidance, within 24 hours. You also can mark your message as URGENT and your counselor will respond as soon as possible.

You can exchange messages with your therapist at any time, from anywhere, using any internet-connected device. Your account is open 24/7 and no scheduling is required. You will get a notification by email when your therapist has sent you a message.


How do live sessions work?2018-02-10T21:22:26+00:00

LIVE CHAT. You may want to have your weekly 1:1 session as a text conversation with your therapist in real-time – this is called live chat. With live chat, you have the convenience and privacy of text messaging with live interaction for instant response and feedback. To have a live chat session, you will first need to schedule a time with your therapist. At the scheduled time, log in to your account and start typing to “chat” with your therapist.

PHONE: You may want to have your weekly 1:1 session as a phone session. Phone sessions are a great way to conveniently speak with your therapist using your landline or cell phone, no matter where you are. To talk with your provider over the phone, you will need to schedule a time.

VIDEO CONFERENCE: You may want to have your weekly 1:1 as a video conference session where you and your therapist can see and talk with each other in a virtual face-to-face setting (like Skype or FaceTime). To talk with your therapist via video, you will need to schedule a time and log in to your room at that time.


Can I go back and read previous messages from my therapist?2018-02-10T13:36:26+00:00

Yes. You can always login to your account and read all your therapist's messages. You also have access to any documents or forms you have completed. This may help you in reflecting and remembering some of the guidance and input that you received and is one of the many advantages of online therapy.

How many sessions can I have with my therapist?2018-02-10T13:36:03+00:00

You can send and receive as many messages as you want, any day, any time, and get a response from your therapist within 24 hours. Your subscription includes a weekly 1:1 session. If you find that you need an extra 1:1 session during a given week, you can purchase and schedule additional sessions through your account. Your therapist will always try to accommodate your changing needs.

About Family Membership Plans2018-02-15T20:08:56+00:00

Family member plans include one account with one therapist that is shared by all members of the plan.

  • All members have access to 24/7 unlimited messaging with therapist
  • All members can submit journal entries that can be shared with or kept confidential from therapist
  • Therapist will respond to messages and shared journal entries within 24-hours
  • All family members will have access to other family members' messages and journal entries
  • Weekly 1:1 Session (20 min) by live chat or video conference with therapist can be with all family members present or alternated between individual family members

How do I pay for my subscription?2018-02-10T13:36:16+00:00

Therapy is based on a flat subscription fee. Your payment will be the same regardless of the number of messages you exchange with your therapist. Your subscription fee includes a weekly 1:1 with your therapist which can be done by live chat, phone, or video conference.

Your subscription payments will be charged to your credit card on a recurring basis. If you accomplish your goals or find that Well Street Online is no longer helpful for any reason, you can cancel your subscription. Canceling is easy and can be done from your account.

Can I get reimbursement from my health insurance?2018-02-10T13:35:51+00:00

Telebehavioral health services are generally not covered by health insurance, Medicare or Medicaid.

Coverage and benefits for counseling services vary widely among health insurance providers and plans but generally, the following applies:

  • Coverage may be partial or very limited.
  • Even if your plan covers the service, the required co-pay may be higher than the entire cost of your weekly subscription.
  • Before you can get reimbursement, you would need a confirmed diagnosis of a mental disorder. Your diagnosis would be sent to the insurance company and recorded in your medical file. In some cases, the therapist may have to provide clinical information to the insurance company, such as treatment plans, summaries or copies of your records.

If you want to consider using your health insurance, please check your coverage carefully by asking the following questions:

  • Do I have behavioral health insurance benefits?
  • What is my deductible and has it been met?
  • How many sessions per year does my insurance cover?
  • What is the coverage amount per session?
  • Is approval required from my primary care physician?

Well Street Online offers affordable pricing options that are comparable with the copays of most behavioral health care insurance plans.


What if I want to change or stop my subscription?2018-02-15T20:18:18+00:00

You will receive an automatic renewal notification every week – 2 days before your credit card is charged for the subscription renewal. The notification will contain a link to your payment management account where you can change or cancel your subscription. Once your renewal fee has been processed, we are not able to refund you for any unused portion of the weekly subscription. The minimum subscription is one week.

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