Office Policies & Procedures

Effective Date: April 16, 2026

Please review these policies carefully. They form part of the expectations for receiving care through SHIELD Psychiatry PLLC.

1) Purpose of These Policies

SHIELD Psychiatry PLLC is a direct-pay concierge telepsychiatry practice serving children, adolescents, and young adults across Florida. Our policies are intended to protect patient safety, preserve access to care, support respectful treatment relationships, and establish clear expectations regarding scheduling, payments, medication management, and communication.

2) Appointment Reservations & Financial Responsibility

  • Appointments are reserved specifically for the patient once booking is completed.
  • SHIELD Psychiatry PLLC is a direct-pay practice and does not bill insurance directly unless expressly stated otherwise.
  • Fees are due according to the current booking and financial policy in effect at the time of scheduling.
  • A valid card on file may be required for booking, cancellations, no-shows, membership charges, or outstanding balances, as described in the Financial Responsibility Agreement.

3) Cancellation & Rescheduling Policy

Each appointment involves reserved clinical time and provider preparation. When an appointment is cancelled late or rescheduled at the last minute, that time typically cannot be offered to another family in need.

  • Appointments cancelled or rescheduled with 24 hours or more notice generally do not incur a fee.
  • Appointments cancelled or rescheduled with less than 24 hours’ notice may be subject to the late cancellation or rescheduling fee set forth in the current financial policy.
  • Repeated late cancellations or frequent last-minute rescheduling may affect future scheduling privileges or continuity of care.

4) No-Show Policy

  • A no-show occurs when a patient does not attend a scheduled appointment and does not provide timely notice.
  • No-show appointments are billed according to the current financial policy and card-on-file agreement.
  • This policy applies to evaluations, medication follow-ups, therapy visits, parent sessions, and other scheduled clinical services.

Repeated no-shows may result in limited scheduling access, transition to same-day booking only, or discharge from the practice when clinically appropriate.

5) Emergencies, Illness, and Extenuating Circumstances

We understand that serious illness, hospitalization, or family emergencies may occur. If an unexpected event interferes with attendance, please notify our office as soon as possible.

Requests for a fee waiver or exception may be reviewed on a case-by-case basis at the provider’s discretion. Exceptions are not guaranteed.

6) How to Cancel or Reschedule

  • Appointments may be cancelled or rescheduled through the patient portal or by calling +1 (813) 592-7228.
  • Portal communications are timestamped and may be used to determine whether notice was timely.
  • Messages sent after business hours for a next-day appointment are generally considered less than 24 hours’ notice.

7) Communication Expectations

SHIELD Psychiatry uses secure systems for scheduling, messaging, and clinical communication. Messages are reviewed during business hours and are not monitored continuously.

  • Portal messaging should be used for appropriate, non-emergency questions and routine coordination.
  • Messages involving worsening symptoms, side effects, medication changes, urgent behavioral concerns, or complex clinical questions may require a scheduled appointment.
  • Email or text may be used for reminders or administrative coordination, but sensitive clinical content should be kept within the secure portal whenever possible.

8) Medication Refill Policy

Medication refills are managed in the context of safe, responsible treatment and ongoing follow-up. Refill approval is always subject to clinical judgment.

  • Routine refill requests for non-controlled medications should be submitted through the portal at least 3 business days in advance.
  • Requests submitted after hours, on weekends, or during holidays are processed on the next business day.
  • Refills may be denied or delayed if a patient is overdue for follow-up, has not completed required monitoring, or if the refill request raises safety concerns.
  • Medication changes, new prescriptions, or clinically significant concerns are not handled solely through routine refill requests and may require an appointment.

9) Controlled Substance Policy

SHIELD Psychiatry PLLC follows all applicable Florida and federal laws, including telehealth and controlled-substance prescribing requirements. Controlled medications are prescribed only when clinically appropriate, legally permissible, and supported by adequate documentation and ongoing monitoring.

  • Controlled prescriptions may be reviewed through the Florida Prescription Drug Monitoring Program (E-FORCSE).
  • Patients may be required to complete additional monitoring, including urine drug screening, pill counts, outside-record review, or other safety procedures when clinically indicated.
  • Controlled substances are not guaranteed at the first visit and may require prior records, diagnostic clarification, monitoring history, or additional assessment.
  • If a required follow-up visit is missed or delayed, controlled medication refills may be deferred until reassessment occurs.

10) Pharmacy Coordination & Controlled Medication Standards

  • Patients are expected to use one designated pharmacy whenever possible for controlled medications.
  • Controlled medications are generally not replaced early for loss, theft, travel issues, accidental damage, or taking more than prescribed, except where clinically justified and legally appropriate.
  • Requests for urgent dose changes, substitutions, or exceptions generally require a scheduled appointment.
  • Using multiple pharmacies or prescribers for the same controlled medication without disclosure may be considered a violation of practice policy.

11) Misuse, Diversion & Grounds for Discharge

SHIELD Psychiatry maintains a zero-tolerance policy for unsafe or unlawful medication practices, including diversion, forgery, falsification, deception, or sharing prescribed medications.

Evidence of misuse may result in reassessment of treatment, discontinuation of controlled prescribing, discharge from the practice, and reporting when required by law or regulation.

12) Patient Responsibilities

  • Attend recommended appointments and complete required follow-up care.
  • Take medications only as prescribed.
  • Store medications securely and never share them.
  • Notify the practice of side effects, major changes in symptoms, or prescriptions received from other clinicians.
  • Provide accurate information regarding pharmacies, current medications, and other treating providers.

13) No Emergency Services

SHIELD Psychiatry does not provide emergency or crisis services and does not continuously monitor messages. If you or your child are at immediate risk of harm, experiencing suicidal thoughts, homicidal thoughts, psychosis, severe agitation, or another psychiatric emergency, call 911 or 988, or go to the nearest emergency department immediately.

14) Changes to Policies

SHIELD Psychiatry PLLC may update these policies from time to time. Revised policies become effective upon posting or upon written notice through the patient portal, intake system, website, or other official practice communication.

15) Contact Information

SHIELD Psychiatry PLLC
25200 Sawyer Francis Lane STE 135
Lutz, FL 33559
📞 +1 (813) 592-7228  |  📠 +1 (813) 537-8744
✉️ info@shieldpsychiatry.org

View Pricing    View Terms of Use

Office Policies

Effective Date: April 16, 2026

This accordion provides a concise summary of our practice standards. These policies support fairness, safety, continuity of care, and responsible treatment.

Payment, Cancellation & No-Show Policy

At SHIELD Psychiatry, each appointment is reserved specifically for you and includes provider preparation, protected scheduling time, and clinical planning. These policies help preserve access and support continuity of care for all families.

  • Direct-pay model: SHIELD Psychiatry PLLC is a direct-pay practice and does not bill insurance directly unless expressly stated otherwise.
  • Financial responsibility: Fees are due according to the current booking and financial policy in effect at the time of scheduling.
  • Late cancellations and rescheduling: Appointments cancelled or rescheduled with less than 24 hours’ notice may be subject to the applicable fee under the current financial policy.
  • No-shows: Missed appointments without timely notice are billed according to the financial agreement and card-on-file policy.
  • Repeated scheduling issues: Frequent late cancellations, no-shows, or repeated last-minute changes may affect future scheduling privileges.
Medication & Refill Policy
  • Routine refill requests for non-controlled medications should be submitted through the portal at least 3 business days in advance.
  • Requests received after hours, on weekends, or during holidays are processed on the next business day.
  • Refills are always subject to clinical judgment, treatment adherence, and appropriate follow-up.
  • Refills may be delayed or denied if a patient is overdue for a required appointment or monitoring.
  • Medication changes, new-start requests, complex side effects, or worsening symptoms generally require an appointment rather than portal-only communication.
Controlled Substance Policy

SHIELD Psychiatry PLLC follows all applicable Florida and federal laws governing controlled-substance prescribing and telehealth treatment.

Monitoring & Safety Oversight

  • Controlled prescriptions may be reviewed through the Florida Prescription Drug Monitoring Program (E-FORCSE).
  • Urine drug screening, pill counts, outside records, or other safety procedures may be required when clinically indicated.
  • Controlled medications are prescribed only when clinically appropriate, legally permissible, and adequately supported by documentation and follow-up.

Refill Standards

  • Controlled medications are generally not replaced early for loss, theft, travel issues, accidental damage, or running out sooner than prescribed.
  • If a required follow-up visit is missed or delayed, controlled refills may be deferred until reassessment occurs.
  • Requests for urgent dose changes, substitutions, or refill exceptions usually require a scheduled appointment.

Pharmacy Expectations

  • Patients are expected to use one designated pharmacy whenever possible for controlled medications.
  • Using multiple pharmacies or prescribers for the same controlled medication without disclosure may be considered a policy violation.

Zero-Tolerance Standards

  • Medication diversion, forgery, falsification, deception, or sharing prescribed medication may result in immediate reassessment, discontinuation of controlled prescribing, discharge from the practice, and reporting when legally required.
Telehealth & Communication Standards
  • All care is provided through HIPAA-aligned telehealth systems and secure communication workflows consistent with Florida law and clinical standards.
  • Portal messaging should be used for appropriate non-emergency communication whenever possible.
  • Email and text may be used for administrative reminders or coordination, but sensitive clinical matters should remain in the secure portal.
  • Messages are reviewed during business hours and are not continuously monitored.
  • Complex questions, urgent behavioral concerns, medication changes, or worsening symptoms may require a scheduled appointment rather than message-based management.
Emergency & Crisis Policy
  • SHIELD Psychiatry does not provide emergency or crisis services.
  • The portal, voicemail, email, and online scheduling systems are not continuously monitored for urgent or life-threatening concerns.
  • If you or your child are experiencing suicidal thoughts, homicidal thoughts, psychosis, severe agitation, major behavioral escalation, or any urgent safety concern, call 911 or 988, or go to the nearest emergency department immediately.
  • Please do not wait for a portal or office response when immediate intervention may be needed.
Documentation, Forms, Letters & School Requests
  • Requests for forms, school letters, 504 or IEP support documents, camp forms, accommodation letters, and similar paperwork may be included in membership services or billed separately depending on the request type, plan, and complexity.
  • Please allow 3–5 business days for routine completion unless otherwise discussed.
  • Requests for updated documentation may require an appointment so that recommendations remain clinically accurate, current, and medically appropriate.
Our Commitment to Families

We are committed to compassionate, respectful, and ethically grounded psychiatric care. These policies are intended to create clarity, preserve safety, and protect the time and attention required for excellent treatment. Together, we help protect young minds and empower futures.

View Full Policies Page    View Terms of Use

For scheduling or policy questions, call +1 (813) 592-7228 or use the secure portal.

Policies may be updated periodically to reflect legal, clinical, and operational requirements. Continued participation in care indicates acknowledgment of current practice policies.