What to Expect

Do you serve adults as well as children?
Yes. We proudly provide care for children, teens, and adults. Our services include psychotherapy, psychological evaluations, occupational therapy, medication management, and school advocacy—available in person and virtually across Michigan.

How soon can I get an appointment?
We typically offer intake appointments within 7 days of enrollment—especially for clients who are open to daytime sessions (before 3 PM) and virtual care.

What insurance do you accept?
We are in-network with Blue Cross Blue Shield (BCBS), Blue Care Network (BCN), and Aetna. We also welcome private pay clients.

Why does consistent attendance matter?
Regular attendance is critical to making progress in therapy, occupational therapy, medication management, and all other services we provide. Healing takes time and consistency. Frequent cancellations, no-shows, or late arrivals can disrupt your treatment, delay progress, and impact scheduling availability for other clients in need.

What is your cancellation policy?
We require at least 48 hours’ notice to cancel or reschedule most appointments. For psychological evaluations, we require one week’s notice. Cancellations made after that window—or missed appointments—will result in a cancellation fee that is not covered by insurance.

What happens if I’m late to my appointment?
Sessions will still end at the originally scheduled time to respect the next client’s slot. If you arrive more than 10–15 minutes late, your session may be canceled, and a late fee may apply. Repeated tardiness may lead to cancellation of future appointments.

What if I frequently cancel or no-show?
We track attendance across all services to ensure care is effective. If you cancel or no-show more than 10% of your scheduled appointments, we may recommend pausing or ending services and offer referrals to better match your scheduling needs.

Can care be ended for attendance issues?
Yes. If consistent attendance cannot be maintained, or if our policies are repeatedly violated, we may ethically end care and provide referrals elsewhere. We understand that life can be unpredictable, so if you’re going through a difficult time, please communicate with us—we're here to work with you.

Who is responsible for payment if parents are separated?
The parent who brings the child to the session is responsible for payment, unless other arrangements are made in writing and agreed upon in advance.

Do you offer same-day services?
Yes, but please note that most insurances only cover one mental health appointment per day. If you schedule multiple sessions (e.g., therapy and medication management), only one will be billed to insurance. The lower-cost session will be charged out of pocket. This does not apply to occupational therapy, which can be billed on the same day as other services.

Why do I need to have two credit cards on file?
To ensure uninterrupted care and reduce administrative delays, we require two active payment methods on file. This helps us process payments promptly if there is an issue with your primary card. If you're using Care Credit, you will still need two additional cards on file, as our system cannot store Care Credit as a default.

How will I be billed, and when is payment due?
Payment is due at the time of service. A payment link will be texted or emailed to you within one week of your appointment. If payment is not received within that timeframe, your backup card on file will be charged automatically.

What happens if I fall behind on payments?
We understand that life happens. However, to keep our operations sustainable and ensure fairness to all clients:

• If your balance exceeds $300 or you miss three appointments in a row, your services may be paused until the balance is resolved.

• Balances overdue by 90 days will be sent to collections with a 10% fee added to the total amount due.

• A late fee may also be charged depending on the overdue amount.

Can I continue care if I have an unpaid balance?
Unfortunately, no. If your account is significantly overdue, you will not be able to schedule or continue services until your balance is paid in full. This includes access to records, discharge paperwork, or future appointments. Please contact billing@malafamily.org as soon as possible if you're experiencing financial hardship—our team will work with you to find a solution.

What if I don’t feel like the therapist or provider is the right fit?
Finding the right provider is a deeply personal and important part of the healing process. If something doesn’t feel right—whether it’s the therapeutic approach, communication style, or overall connection—we want to hear from you. Your comfort and trust matter.

Please email us at enroll@malafamily.org and our intake team will be happy to:

• Talk through your concerns

• Explore whether a different approach or communication style might help

• Offer a rematch with another clinician, based on your preferences and needs

There is no judgment, pressure, or penalty for asking to switch providers. We believe the best outcomes happen when you feel safe, supported, and seen.

What if I have a concern about my treatment experience?
We take all feedback seriously. If you have any concerns about your care—including how something was handled in session, how you were communicated with, or anything else—please don’t hesitate to reach out.

You can contact:
📧 enroll@malafamily.org (for therapy, OT, and school advocacy)
📧 eval@malafamily.org (for evaluations)
📧 meds@malafamily.org (for medication management)
📧 billing@malafamily.org (for financial or insurance issues)

Our leadership team reviews concerns carefully and will follow up to ensure your voice is heard and addressed with care and professionalism.

How involved will I be in my child’s care?
We believe that parents and caregivers are essential partners in a child’s healing journey. Depending on your child’s age, needs, and goals for treatment, involvement may include:

• Regular parent-only check-ins or coaching sessions

• Participation in treatment planning and goal setting

• Guidance on how to support your child’s growth at home

• Collaborative communication with schools and other care providers

Your clinician will discuss a plan for caregiver involvement at the start of care and adjust it as needed over time.

Will I get updates about what my child shares in therapy?
We work hard to balance transparency with your child’s need for privacy and autonomy in therapy. Here’s how we approach confidentiality:

• Children benefit from a sense of privacy in their sessions. When they feel safe to open up without fear of their words being shared, therapy is more effective.

• You will receive general updates about progress, goals, and ways to support your child, but not detailed content from sessions unless your child consents.

• If there are any safety concerns (e.g., risk of harm to self or others, abuse, or neglect), we are legally and ethically required to inform you immediately.

Can I see my child’s therapy records?
Parents/guardians generally have the right to request records, but to protect the integrity of therapy, we do not release full session notes. We can provide a summary of care upon request. These summaries focus on themes, goals, and progress, not specific conversations or disclosures.

What if my child doesn’t want me involved?
We respect each child’s developmental stage and emotional readiness. While younger children often require more direct parent involvement, teens may need more space to explore issues independently. If your child expresses discomfort with parental involvement, we’ll work with them to explore what feels safe, and help facilitate communication between you when clinically appropriate.

Will both parents be informed about appointments?
We communicate with both parents unless otherwise requested or legally restricted. Each parent must ensure the intake forms and consents are signed promptly to begin care.

What if there is a disagreement about treatment?
We do not proceed with services if there is an unresolved legal disagreement. In such cases, we require written clarification from attorneys or court orders before initiating or continuing care.

Can my child still receive care if we are divorced or separated?
Yes—but we have specific policies to ensure care is ethical and in the child’s best interest.

• Legal Consent: Both legal guardians must provide consent unless one parent has sole legal decision-making authority (documentation required).

• Court Conflicts: We do not participate in custody evaluations, legal disputes, or court testimony unless legally compelled by a judge. If subpoenaed, services may be discontinued.

• Therapist Neutrality: Our therapists do not take sides, mediate disputes, or provide custody recommendations. Their sole role is to support your child’s mental health.

• Confidentiality: To protect your child’s emotional safety, we limit the sharing of therapy content unless the child consents or there’s a risk of harm. General progress updates can be shared with both parents.

• Parent Participation: We encourage collaborative parenting. However, therapy is focused on the child—not on resolving parental disagreements.

What if one parent wants to end services?
If parents share legal custody, either parent may withdraw consent and end care unless court documents state otherwise. In such cases, we must pause services until legal clarity is provided.

Can I access my child’s therapy records?
We do not release full treatment records to either parent. Instead, we provide standard summaries upon request. This ensures confidentiality and the therapeutic integrity of the child’s care.