Can I message my therapist between sessions, and how quickly will I hear back?
Quick Answer
Yes. Your clinician is happy to respond to non-urgent scheduling questions between sessions, such as canceling or rescheduling appointments. For clinical questions, treatment guidance, or therapeutic support, we ask that you schedule an appointment so we can give you the time and care you deserve. During office hours, our team responds to general outreaches within 24 business hours and providers generally return phone calls within 24–48 hours. For emergencies, call 911 or go to the nearest ER.
Detailed Answer
At Kellen Mental Health, your clinician is happy to respond to non-urgent scheduling questions between sessions, such as canceling or rescheduling appointments. For clinical questions, treatment guidance, or therapeutic support, we ask that you schedule an appointment so we can give you the time and care you deserve. Messaging is not a substitute for a therapy session, and if clinical matters are addressed outside of a scheduled session, that time may be billed at the clinician’s standard hourly rate.
For timing, messages are handled during office hours, not in real time. Our team responds to general outreaches within 24 business hours and providers generally return phone calls within 24–48 hours. If you write in the evening, on weekends, or on a holiday, you may hear back the next business day. Your therapist will also review clear communication boundaries with you, so you know what to expect between visits in individual therapy, couples and marriage counseling, or family therapy.
If you are in a mental health emergency or worried about your safety, do not wait for a portal reply. Call 911, go to the nearest emergency room, or contact the 988 Lifeline. If you need more support sooner, we can help you schedule an extra session, including online therapy and virtual counseling when available.