FAQ Category: Main FAQ

How do I file a complaint? 

Please note that ichange has a complaint policy in place. iChange Counseling and Psychiatry and its providers are committed to providing the highest quality of services to all clients. If a person receiving services is not satisfied with the services being provided or experiences a situation that cannot be resolved satisfactorily between themselves and iChange provider/staff. The following Grievance Steps should be followed. 1. Submit a statement of grievance to iChange at amber@ichangetx.com 2.Confirm statement is received with the office by calling 940-448-0304. 3. Give 60 days for iChange to achieve a satisfactory resolution. In the event that a satisfactory resolution cannot be achieved, the client reserves the right to file a grievance with the Texas Department of State Health, Texas Department of Health and Human Services and/or the licensing board. Texas Behavioral Health Executive Counseling George HW Bush State office Bldg, 1801 Congress Ave, Ste 7.300, Austin TX 78701, (512) 305-7700, Texas Medical Board, 333 Guadalupe, Tower 3, Suite 610, PO Box 2810, MC263 Austin, TX 78768-2018 1-800-201-9353File a consumer complaint with the Office of Attorney General’s Consumer Protection webpage   https://www.texasattorneygeneral.gov/consumer-protection

How do I request Medical Record Requests, Letters and Forms?

Medical record requests require a release signed by the patient in its entirety. Records are sent directly from the iChange office to the requesting physician’s office. Medical records requested may be provided in the form of a treatment summary at the discretion of the physician. Letters and completion of forms may carry a charge.

What forms of payment do you accept? What about my Flex Spending Account (FSA) card?

We accept cash and checks. Credit cards are accepted for payments over $150. Some FSA cards are not compatible with our credit card system. We recommend having an alternate form of payment just in case. We will supply you with a detailed receipt that can be submitted to your FSA for reimbursement. You can also pay online using the link on this page.

Do you take my insurance?

We accept Cigna, Optum, Aetna, and BCBS PPO with select providers. Please note that Dr. Aponte and some counselors are private pay.

What are your fees?

We do require a deposit to hold your appointments. Payment will go towards upcoming visit, billing, or outstanding fees. Please pay any invoice sent to you. Lack of paying an invoice does not mean that scheduled appointments are cancelled. To cancel or reschedule please call the office directly at 940-448-0304. Testing Fees: Testing fees are dependent on what assessments are needed. Fees are also subject to insurance allowable amount.