Frequently Asked Questions
What is virtual behavioral health treatment?
Virtual behavioral health treatment provides therapy, counseling, and support services through online platforms. At Oakvine, our virtual services are delivered via video conferencing to ensure comprehensive care from the comfort of your home.
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How do I access my virtual sessions?
All individual and group sessions are scheduled and delivered through the KIPU patient portal. Your appointments will appear in the "My Appointments" section, where you can view upcoming and past sessions and join telehealth appointments directly from the portal.
What technology or software do I need?
You will need a stable internet connection, a tablet or computer with an updated browser (such as Chrome, Safari, or Edge), or the KIPU app for Apple or Android tablets. Visit kipu.com for more information about the app. While smartphone use is generally not allowed, exceptions may be made based on individual circumstances.
Is my information secure and confidential?
Yes, all information is protected using the HIPAA-compliant KIPU platform, ensuring that your personal and health data remain secure and confidential.
Can I have virtual group therapy sessions?
Yes, Oakvine facilitates virtual group therapy sessions through the KIPU platform, which uses HIPAA-compliant Zoom Workspaces. Learn more at zoom.us/healthcare.
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What should I do if I experience technical difficulties?
If you encounter technical issues during a virtual group, call our main phone number at (512) 368-2809. For individual session difficulties, contact your therapist directly. Group sessions are opened 30 minutes early and closed 30 minutes after to allow time for equipment checks and troubleshooting.
How long do virtual sessions typically last?
Individual sessions usually last between 45 to 60 minutes, depending on your treatment plan. Group sessions typically run 2-3 hours, with regular breaks to help prevent fatigue.
Will my insurance cover virtual behavioral health treatment?
Many insurance providers do cover telehealth services. Oakvine will confirm telehealth coverage during your benefits verification.
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What if I need urgent help between scheduled sessions?
You can contact your therapist directly or message them through the platform. We provide multiple contact options for urgent needs between sessions.
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How do I prepare for my virtual therapy session?
Choose a private, quiet space where you can speak comfortably and without distractions. Have any necessary paperwork or notes ready, and complete any assigned educational modules or workbook tasks beforehand.
Can I switch between in-person and virtual treatment?
This depends on your location and specific circumstances. If you wish to change your
mode of treatment, please discuss it with us so we can assess and arrange the best
solution.
What if I don’t feel comfortable with virtual sessions?
Talk to your therapist or the client relations staff about your concerns. We can address your issues and explore alternative options to make you more comfortable.
Are there any activities or assignments outside of my sessions?
Yes, therapists often assign exercises, worksheets, or journaling activities to reinforce session content. Oakvine’s program includes workbook assignments and online educational modules, which typically require 1-3 hours of self-paced work per week.
Can I have someone with me during my session?
No, this is generally not permitted, except for scheduled family or couples therapy or monthly family education sessions.
What should I do if I feel the session isn’t effective?
Communicate your concerns with your therapist so adjustments can be made. If further assistance is needed, schedule an appointment with the Clinical Director. Your treatment should be effective and personalized to meet your needs, and we are committed to making changes if necessary.
What happens if I miss a scheduled session?
Sessions missed with at least 24 hours' notice, or due to unavoidable emergencies, will be excused. Unexcused absences may result in a missed session fee. Please review your financial agreement for more details.
How do I prepare for my virtual therapy session?
Choose a private, quiet space where you can speak comfortably and without distractions. Have any necessary paperwork or notes ready, and complete any assigned educational modules or workbook tasks beforehand.
Can I access resources like workshops or educational content online?
Yes, Oakvine provides digital resources, workshops, and educational content as part of your treatment. Some resources may require a separate subscription or fee, but anything deemed "required" is provided at no additional cost.
How do I schedule or change appointments?
Appointments can be scheduled or modified through the KIPU portal or by contacting your primary therapist directly.