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Frequently Asked Questions

GENERAL

Are you accepting new clients?

 

Availability varies by clinician. Please contact our office manager for the most up-to-date availability for each clinician. Our phone number is (760) 456-7462 and our email address is info@restoreft.com.

 

How does your eating disorder program work?

 

We are an outpatient private practice treatment center that offers individual therapy, family therapy, and nutrition services. It is common for a new client to book an initial assessment with a therapist and an initial assessment with a dietitian. However, treatment is tailored to each client or family and you may choose to see providers for all of these areas or only one. If you choose to only see a therapist or only see a dietitian, your provider may recommend seeing the other at Restore based on your needs. 

 

Do I need a therapist and a dietitian for my eating disorder? What’s the difference?

 

It is common for a new client to book an initial assessment with a therapist and an initial assessment with a dietitian. However, treatment is tailored to each client or family and you may choose to see providers for all of these areas or only one. If you choose to only see a therapist or only see a dietitian, your provider may recommend seeing the other at Restore based on your needs. A therapist will work with you to explore the roots of your thoughts, feelings, and behaviors from a psychological perspective. A dietitian will work with you on nutrition education, meal plans, and reviewing labs/vitals. Please see below for more specifics on the value of having a dietitian.

 

What does a dietitian do?

 

A dietitian works with each client and/or their parents (if they are an adolescent) to create an individualized meal plan that promotes weight restoration or stabilization. Meal plans include an eating schedule, guidelines for creating adequate meals and snacks, and examples of appropriate food options. The dietitian adjusts the meal plan as needed based on the client’s progress, and addresses any barriers/challenges faced by the client and/or parents in implementing meal plan recommendations. For families doing FBT (family based therapy), the dietitian works closely with parents, coaching them on navigating mealtime dynamics effectively and holding boundaries with their child in order to take power away from the eating disorder. Throughout the renourishment process, the dietitian provides education on nutrition basics (food groups and their roles in the body), explains the physiological and psychological consequences of eating disorders in adolescents/adults, and teaches the client coping skills to use in place of eating disorder behaviors. The dietitian tracks the client’s weight trends, and reviews their labs/vitals to assess medical and nutritional stability over time. The dietitian collaborates closely with the client’s therapist and physician in a multidisciplinary treatment approach. The long term goal is for the client to reach nutrition stability and reclaim their confidence in becoming an intuitive eater. 

 

What are your fees?

 

Please call for a quote, as fees can range between clinicians.

 

How long are sessions?

 

Therapy sessions are typically 50 minutes long. An initial dietitian session is 1 hour and follow up dietitian sessions are typically 30 minutes or 45 minutes.

 

What determines if dietitian follow up sessions are 30 or 45 minutes?

 

Clients have the option to choose which length of follow up session they prefer at the time of booking their appointment.

 

How often will I meet with my providers?

 

Treatment is individualized for each client and depends on a number of factors. It is typical to meet with your provider weekly, but some clients meet with their provider every 2 weeks, once a month, or as needed. Your provider will be able to give you a better idea of how often they recommend meeting in your initial assessment.

 

Can you work with my doctor, psychiatrist, or other provider?

 

Yes! We are happy to coordinate care and share information with other providers you see with your written permission. You can request release of information (ROI) forms be sent to you from our office manager. This form gives us permission to speak with a specific provider. It is best practice to have a signed ROI both at our practice for the provider you want us to be able to speak to and a signed ROI for Restore Family Therapy with that provider. 

 

I am on a waitlist for another program. Can I become a client at Restore in the meantime?

 

Yes! We will always recommend the highest level of care we feel is necessary, but are happy to provide support while you wait for a spot to open in a program at a higher level of care.

 

My child is a minor. Do I accompany them for their individual therapy and/or dietitian sessions?

 

If your initial assessment is an individual therapy session, it is common for the therapist to meet with both the parent(s) and the child for the first 10-15 minutes before continuing with the child for the remainder of the session due to client confidentiality. After that, individual therapy sessions will typically be with just the client. Parents are encouraged to attend dietitian sessions with their child.

 

I left a voicemail or sent an email, but I have not heard back yet.

 

If you have not received a response from us within 48 business hours, please reach out again by leaving a voicemail at (760) 456-7462 or emailing us at info@restoreft.com.

 

I have a different question. To whom do I direct it?

 

If you are a current client and your question is about your treatment or appointments, please contact your provider directly. If you do not have your provider’s contact info, please reach out to our office manager and it will be sent to you. If you are not yet a client or you are a current client with administrative questions, please contact our office manager at (760) 456-7462 or info@restoreft.com.

BECOMING A CLIENT

How do I make an initial appointment?

 

If you are ready to make an appointment, give us a call! We will make sure you have all the information you need to know prior to your first appointment. Initial appointments are typically scheduled over the phone with our office manager because it is easier to go over Restore’s policies, send you initial paperwork, get a credit card on file, and schedule your initial appointment(s). Please note that you must have a credit card on file to make an initial appointment.

 

What is your cancellation policy?

 

Our cancellation policy is 24 business hours (Monday through Friday with the exception of holidays) from the start time of your appointment. Example: If you have a 1 pm appointment on Monday, your appointment would need to be canceled by 1 pm the previous Friday. But if you have a 1 pm appointment on a Tuesday, your appointment would only need to be canceled by the previous day Monday at 1 pm. Cancellations with less than 24 business hours’ notice will be charged the full amount for the appointment with the credit card on file. We are happy to reschedule or cancel at no charge for appointments that are canceled within 24 business hours or more.

 

How do I cancel or reschedule my appointment?

 

If it is your first appointment with a provider, please cancel or reschedule your appointment with our office manager by texting, emailing, or leaving a voicemail. If it is not your first appointment with a provider, please cancel or reschedule your appointment directly with your provider by texting, emailing, or leaving a voicemail. If you do not have your provider’s contact info, please reach out to our office manager and it will be sent to you.

 

How do I make follow up appointments?

 

Please reach out to your provider directly to make follow up appointments. If you do not have your provider’s number, please reach out to our office manager and it will be sent to you.

 

How do I fill out my initial intake paperwork?

 

Once you become a client, we will send you initial intake paperwork to fill out online via a secure client portal called Simple Practice. The paperwork will be sent to your email and can all be filled out electronically with no need to print or fax. It will include consent forms, waivers, questionnaires, and release of information (ROI) forms. Please complete all forms prior to your first appointment so that you do not lose any session time with your provider. If your link to the client portal expires, you can always request a new link to your email. If you do not receive the initial link to the client portal, please check your spam or junk folder. If you still have not received it, please reach out to our office manager and it will be re-sent to you.

 

How do I pay?

 

Payment for sessions will be charged to the credit card you have on file overnight (usually around 12 am or 1 am) through our secure automatic system. Sometimes the charge will appear on your credit card statement as the day after your appointment. You may pay for your session via cash or check if your appointment is in person. Payment via cash or check is due at the time of service. Please make checks out to “Restore Family Therapy.”

 

Where are you located?

 

We are located on 11th Street in Encinitas. When you come to 11th Street you will see a sign for 11th Street if you turn one way and Lone Jack Road if you turn the other way. Turn onto 11th Street. You can park in the Restore lower parking lot in the second driveway on 11th Street and take the stairs up to our building. If you need a handicap space, you can take the 3rd driveway up and make the first available left to park in the handicap space right up front. There is no suite number and you will see the “Restore Family Therapy” logo on our front doors. Please note that you cannot see our building from the main access road. For this reason, give yourself a few extra minutes to find our location if it is your first visit. Your provider will come out to get you from our waiting room when it is time for your appointment.

INSURANCE

Do you take insurance?

 

We are a cash pay private practice and are not in-network with any insurance companies at this time. We are out of network providers for TriCare and have a limited number of spots open for TriCare clients. If you have TriCare, give us a call to see if we have any open spots. As a courtesy, we provide superbills that you can submit to your insurance company to seek reimbursement, if you so choose. Restore does not guarantee that you will receive reimbursement from your insurance company, but we are happy to provide these superbills.

 

What insurance companies are you contracted with?

 

We are not contracted or in-network with any insurance companies. We are a non-network provider for TriCare and have a limited number of spots available for TriCare clients.

 

What is a superbill?

 

A superbill is a summary of all the services you have received in a month. It will include the name of the provider, the diagnosis (if applicable), and the CPT service code(s). You can then submit this superbill to your insurance company to seek reimbursement, if you so choose. Restore does not guarantee that you will receive reimbursement from your insurance company, but we are happy to provide these superbills as a courtesy. Your superbill is automatically generated on the 5th of every month for the previous month’s services and can be accessed via your client portal.

 

How do I submit a superbill?

 

Please call your insurance company to determine the best way to submit superbills to them.

 

How do I find out from my insurance company if your services will be reimbursed?

 

If you have PPO insurance, most insurance companies will accept a superbill and reimburse you for therapy services. You can call your insurance company and ask what mental health services and diagnoses they cover for out-of-network providers. We are happy to provide you with the CPT service codes we use if you email our office manager and ask for them. If you have HMO insurance or are receiving services from a dietitian, it is more than likely that your insurance will not cover out-of-network care and you will have to go in-network. You can visit your insurance website to see who they are in-network with.

 

My insurance company is saying that I need superbills separated by provider. How do I get these?

 

Our superbills are automatically generated on the 5th of each month to include all sessions with all providers for the previous month. If your insurance company requires your superbills be separated by provider, please contact our office manager and superbills can be manually separated for you.

 

There is not a diagnosis on my superbill. How do I get one added to my superbills?

 

Only physicians and therapists are able to diagnose a client. If you are only seeing a dietitian at our practice, your superbill will not have a diagnosis on it unless you have faxed it to us from your physician or therapist. If you would like to send us your diagnosis, please fax it to (858) 863-6936 and we would be happy to add it to your chart and superbills. If you are seeing a therapist at our practice and your superbill does not have a diagnosis on it, please reach out to our office manager.

 

My child is not a minor, but I submit superbills to my insurance for them. How do I get their superbills?

 

If your child is 18 or over, please have them request a “Release of Information (ROI)- Parent/Legal Guardian” form from our office manager or their provider. Your child can fill out this form to give us permission to communicate with you about a number of different things. If you would like access to their superbills through the client portal and to be able to discuss billing and scheduling with us, they will need to select at least “**Client Portal (Including Billing and Scheduling)” and write your name in the “To and From” section of the form. After this form has been completed by your child, we can then give you access to their client portal. If your child has already filled out this form and you do not have access to their client portal, please reach out to our office manager.

 

Why did my insurance company send Restore my check and how do I receive this payment?

 

Sometimes reimbursement checks are sent directly to you and sometimes your insurance company sends them to us. If they are sent to us, we will deposit the check, write a new one out to you in the same amount, and mail it to you. You will be sent your check number via email. You can also call your insurance company and request that all future checks be sent directly to you.

 

I am a TriCare client. When will I be reimbursed by TriCare?

 

TriCare claims are filed once a month by our office manager on or after the 5th of every month for the previous month’s sessions. When your claim has been filed, you will receive an email with your claim number(s) from our office manager. From then TriCare has advised us that it can take up to 30-45 business days to be reimbursed for the claim. Restore cannot guarantee rates of reimbursement, as a number of factors can influence this. For the most accurate reimbursement rates, please reach out to TriCare directly. Sometimes reimbursement checks are sent directly to you and sometimes TriCare sends them to us. If they are sent to us, we will deposit the check, write a new one out to you in the same amount, and mail it to you. You will be sent your check number via email.

 

I need a letter of medical necessity. How do I obtain one?

 

If you need a letter of medical necessity for your school, employer, insurance company, etc., please let your provider know. Your provider will then send you our “Request for Letter of Medical Necessity” document to complete. Once you complete this document, you will then be charged for each letter of medical necessity (unless you are a current Insurance Advocacy Package client) and your provider will complete the letter for you within 14 business days.

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