You may have some questions about how to use the technology for your virtual, telehealth appointment or want other resources related to virtual services, so we've put together some FAQs and resources for you.
Hazelden Betty Ford's RecoveryGo™ Telehealth Services
Why does Hazelden Betty Ford provide virtual services?
Hazelden Betty Ford Foundation is a world-class provider of addiction and mental health services but we don't have facilities in every city, so we needed to bring our treatment programs to the people that need it. We accomplish this by going virtual.
Is it as effective as in-person services?
Virtual services are exactly the same as in-person treatment services. You're still getting a licensed treatment provider using evidence-based treatment practices and each treatment plan is individualized to meet your specific treatment needs.
Is it confidential?
Our virtual services are HIPAA compliant. That means your connection is secure. We meet or exceed all of the U.S. government's requirements without compromising ease-of-use.
Who can do virtual services?
Our staff will talk to you to determine if you are a good candidate for outpatient, virtual services. But anyone with a smartphone, tablet, or computer with an internet connect can use the virtual technology. No special software is required so there's nothing to download.
How do people get started?
It is as easy as 1,2,3. First you will receive an email invite; Second, you will create an account by providing you email address, DOB, and create a password; and the third and final step, select Go and instantly you are logged in.
What does the multidisciplinary team look like in virtual services?
Your counselor will your treatment plan with other counselors and supervisors to ensure positive treatment outcomes.
What about Medication-Assisted Treatment patients?
If you are receiving medication-assisted treatment (MAT) through an outside provider Hazelden Betty Ford will need an active release of information document be signed that allows communication between Hazelden Betty Ford Foundation and your MAT provider.
What is the monitoring process?
You will receive weekly urine drug screens (UDS) randomly selected through the Recovery Trek Platform. Recovery Trek is user friendly and is easily accessible either by phone call, App, or by login by computer or tablet. When you are selected for a UDS you will document your physical location and a list of labs in your area that are available for you to choose from.
What about Mental Health services?
Mental health services vary by state and site. Hazelden Betty Ford will schedule mental health appointments with us if they're available in your area and if services are required. If we cannot provide mental health services for you with us, your counselor will provide mental health resources for you in your area.
What model is used for clinical programming?
You will receive the same world-class, evidenced-based treatment as our in-person treatment services.
What about missed appointments?
Virtual services cancellation policy requires 24-hour notice to allow other patients the opportunity to be offered their appointment time. If you miss scheduled appointments without contacting Hazelden Betty Ford Foundation's staff, three attempts will be to reach you. If no contact has been made after three attempts, you will be asked to call 1-866-831-5700 to begin the admission process again.
How do we determine who will be referred to virtual?
Here at Hazelden Betty Ford we make every effort to explore all treatment options with our patients. Our staff will ensure you are in the appropriate level of care and modality (i.e. in-person or virtual). Every referral is based on clinical recommendation with consideration of patient's preference to ensure positive treatment outcomes.
Are there other virtual resources that can help me?
Hazelden Betty Ford staff have compiled a list of organizations and resources for you and your family. Learn more about other services that can help with recovery (pdf).
What is Mend?
Mend is the communications platform that Hazelden Betty Ford uses to deliver virtual addiction and mental health services. Mend offers tools such as video visits, online paperwork, appointment reminders, and secure messaging.
In many cases, you'll receive text and emails from Mend on behalf of Hazelden Betty Ford. These notifications contain secure links to confirm your appointments, complete paperwork, connect to video visits, and more. For most patients, all you will need to access Mend is an internet-enabled device, a secure link, and your date of birth. That's all!
Is Mend Secure?
Absolutely! Mend is fully HIPAA-compliant and secure, and complies with multiple security standards to ensure that your information is always protected.
Hazelden Betty Ford has a business associate agreement with Mend that allows us to share information with Mend, but Mend does not keep recordings of video visits or visit documentation. Hazelden Betty Ford is responsible for keeping all of your protected health information in our electronic health record.
For more information about how your Hazelden Betty Ford stores or uses your information, please contact us to request a copy of your Notice of Privacy Practices.
What are Video Visits?
Video Visits (also called Telehealth, Telemedicine, Virtual Appointments, etc.) allow patients to connect with Hazelden Betty Ford through a secure video connection rather than in person.
You can connect to a Video Visit from your computer, mobile phone or tablet as long as it has an internet connection, camera and microphone.
How do people get started?
It is as easy as 1,2,3. First patients will receive an email invite; Second, patients will create an account by providing their email address, DOB, and create a password; and the third and final step, select Go and instantly a patient is logged in.
How do people use the Mend Application?
Clinicians will schedule all appointments and you will receive appointment reminders via text and email. These reminders will be provided 24 hours prior and 30 minutes prior to virtual group/individual session.
How do people participate?
With a touch of a button, you will be able to access your virtual appointments. Once you have logged into the Mend dashboard, you will locate you upcoming appointment. These will be listed under "Upcoming Appointment" header in the dashboard. Once your appointment is located, you will select the appointment and start visit. You will be connected promptly to your virtual group/session. You can also request additional appointments by messaging your counselor utilizing the Mend platform.
Is my device compatible with Mend?
In most cases, all you need to use Mend is an internet-enabled device equipped with a camera and microphone. That's it!
The best way to test whether your device is compatible with Mend is to take our Video Visit Connection Test. But to prepare, feel free to take a look at the recommendations below to make sure the computer, tablet, or smartphone you already own is set up for a successful connection with your provider.
These links provide details for:
Where do I find MEND's technical recommendations?
Below are links to Mend resources: