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Frequently Asked Questions
I'm ready to seek therapy for myself or a family member. What number should I call?
All new patients should call the New Patient Referral Line at 203-454-2428 x701. One of our staff will usually return your phone call within one business day.

What should I expect during my first appointment?
Initial evaluations vary in length and scope depending on specific clinical factors that include the age of the patient and severity of symptoms. You will be asked to fill out several forms and review practice policies prior to the initial interview with your clinician.

What should I do when I arrive?
Please have a seat in the waiting room. Your clinician will come out to greet you. For your convenience, we provide a guest Wi-Fi network.

Do you accept health insurance?
Experience has shown that it is very challenging to participate in insurance company networks and still maintain our high standard of care. For this reason we do not accept health insurance. However, many insurance plans have an out-of-network mental health component that can reimburse the patient’s family directly. These benefits and reimbursements vary greatly by insurance company and type of plan. We recommend that you check with your insurance company directly to determine your out-of-network benefits and authorization requirements. We respectfully request that payment be made at the time of service. Visa and MasterCard are accepted. You may be able to pay using an HSA account.

What is your cancellation policy?
We request that 48-hour notice be given if an appointment must be canceled. You may be charged for a cancellation within the 48-hour window. Exceptions can be made in case of emergency or serious illness. To cancel an appointment please contact your therapist directly.

Who do I call in an emergency?
Please dial your clinician directly. If the phone system puts you into voice mail, listen carefully to the emergency instructions on your clinician’s message. If your are having physical symptoms please contact your primary care physician. If your emergency is life threatening, proceed directly to the nearest hospital emergency room or call 911.

What do I do if I'm running late for an appointment?
Please contact your clinician directly to let him/her know that you will be running late.

Who do I call with billing questions?
Please contact Jan Jepsen at (203) 454-2428 X713 or at with any billing inquiries.

How do I get my prescription refilled?

If a refill is not completed during a session please follow the below directions:

  1. Email 5 to 7 days in advance (14 Days for Mail Order) of running out of your prescription or refill.  This will provide adequate time for the prescription to be refilled.

  2. Include ALL the following information in your email, even if you think we have it:

  • Patient’s name and Date of Birth

  • Prescriber’s Name (your therapist)

  • Name and address (including ZIP code) of the pharmacy you use

  • Name of medication(s) to refill, dosage, and what time(s) of day the medication is taken

  • Date of your next appointment or if nothing is scheduled the approximate date of last appointment

We will reply to let you know we received your request and will send you an email confirming when it has been completed.​

How will my privacy and confidentiality be protected?
Your privacy and confidentiality are extremely important to us. No clinical information will be released to any third parties outside of the Therapeutic Center for Children and Families without your express written consent.

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