How do I schedule an appointment with a therapist or psychiatrist?
During the scheduling call, you will have the ability to determine if your clinician is available. Once your appointment is scheduled, you’ll be able to see and access your appointment in patient portal or through the confirmation email that will be sent to you.
How do I change my therapy or video appointment?
To change your appointment, contact the Member Support team at least 24 hours before your scheduled session.
Will my Ethos Care activity and information be private?
Yes and yes. Ethos Care does not and will not share anything about your individual activity, sign-up information, or private data, with your employer or anyone else. We will share your information with your referring physician to help them provide care. Ethos Care and the clinicians protect your confidential health and personal information in accordance with state, federal, and international law as described in our Privacy Statement and Terms of Service.
U.S. Members: U.S. Privacy Statement and Terms of Service.
Additional questions about our privacy or security practices can be directed to: privacy@ethos-care.com.
How do I know that all my information and data shared with Ethos Care are in safe digital hands?
As a fundamental pillar to ensuring trust and providing the best possible support and care, Ethos Care’s information privacy and security governance is aligned with the International Organization for Standardization (ISO) 27001 and 27002 security standards, the Health Insurance Portability and Accountability Act of 1996 (HIPAA), the National Institute of Standards and Technology (NIST) Special Publications 800 Series, the General Data Protection Regulation (GDPR) (EU) 2016/679, and other relevant state and international breach notification and security regulations. Ethos Care has implemented administrative, physical, and technical safeguards to ensure the confidentiality, integrity, and availability of your information.
Can I request for my information and data to be deleted?
Ethos Care stores your Account Data and Personal Information for as long as Ethos Care needs it to provide services, to serve the purpose(s) for which your personal information was processed, or as necessary to comply with Ethos Care's contractual and legal obligations, resolve disputes, or enforce our agreements to the extent permitted by law.
If you would like your Account Data or other Personal Information permanently removed from Ethos Care's database, please contact Ethos Care at privacy@ethos-care.com. Ethos Care will then terminate your account, you will no longer be able to use Ethos Care, and you will no longer receive emails from Ethos Care (other than billing related for any outstanding balance owed). Subject to applicable law and necessary record retention requirements, your identifying Personal Information shall be deleted from Ethos Care records. Please note that Ethos Care may need to retain certain information for recordkeeping purposes, to complete any transactions that you began prior to your request, or for other purposes as required or authorized by law.
What legal jurisdiction is it stored in?
All data is stored and processed in the United States.
Will my dependents or family members know when I’m using Ethos Care, or will I be notified of my dependent’s usage?
No, Ethos Care will never share usage information with family members, dependents, or primary benefit recipients.
How do I access my video appointment?
You can access your appointment from your phone, tablet or your computer.
To use your phone for your appointment, your phone must have video capability. Ethos Care encourages you to conduct your appointments via tablet or computer for best results.
To use your computer, Ethos Care offers a custom video connection which will be provided to you during on-boarding. The video connection offered by Ethos Care is compliant with HIPPA, as well as other applicable federal laws and regulations. When it’s time for your appointment, go to the confirmation email and click “start session.”
You will be placed in a virtual waiting room (just like an in-person clinic). Your clinician will admit you into your session as soon as your clinician is ready and has verified your identity.
Why do I need to provide payment information if I have health insurance?
We ask for your credit card information to keep on file as having this information at the start makes it easier for you to pay later. You’ll only be charged a) if there's an amount your health insurance plan doesn't cover, like copays or deductibles, and/or b) in the event that you cancel an appointment with less than 24 hours’ notice, based on your insurance plan. We'll always let you know before we charge you.
What forms of payment does Ethos Care accept?
We accept all major debit and credit cards. We do not accept any other form of payment at this time.
How can I change or update my credit card information?
In the Ethos Care app, go to the payment tab, select "Payment Method" and enter your updated credit card information.
How does Ethos Care protect my credit card information that it keeps on file?
Your security is a top priority for us. Ethos Care doesn’t store the credit card information. Instead, Ethos Care uses a billing and payment processor.
What’s your cancellation and no-show policy?
If you need to cancel an appointment with a clinician, we ask that you do so at least 24 hours in advance. This policy helps us ensure all of our patients can receive timely care, as we are not able to frequently fill slots canceled within 24 hours. For appointments cancelled with less than 24 hours’ notice of your scheduled appointment, you will incur a fee of $75, based on your plan benefits. Please let our Member Support team know as soon as possible if you need to reschedule your session.
What is the refund policy?
If you don’t show up or if you cancel within 24 hours of your appointment, we unfortunately can’t refund the cancellation fee. This is because the clinicians are unable to schedule a new appointment with less than 24 hours’ notice. However, if unique circumstances (disability, court orders, death, etc.) require you to miss your session, please let us know, and we will review on a case-by-case basis to make refund decisions.
