Membership Policy​

Effective Date: September 1, 2025 
Last Updated: September 1, 2025 
Document Version: 2.0 

1. INTRODUCTION AND SCOPE

1.1 Purpose 

This Member Policy (“Policy”) explains your DOCTHERA membership benefits, responsibilities, service guidelines, and operational procedures. It supplements and is incorporated by reference into the DOCTHERA Terms of Use and Privacy Policy, and—where clinical services are involved—into the Consent to Care Agreement with DOCTHERA Psychological, Inc. 

1.2 Who Provides What 

• Membership & non-clinical concierge services are provided by DOCTHERA Management Services Organization, Inc. (“MSO”). 

• Clinical services are provided exclusively by DOCTHERA Psychological, Inc. (“PC”), a professional corporation, through licensed, doctorate-level providers. 

1.3 Key Disclaimers 

• Not Insurance. Membership is not health insurance and does not pay or reimburse medical expenses. 

• No Emergency Services. DOCTHERA is not an emergency or crisis service. In an emergency, call 911 or 988 or go to the nearest emergency department. 

• No Outcome Guarantee. Neither membership nor clinical services guarantee any specific results. 

• Availability. Access to specific providers, locations, features, and time slots may vary and is not guaranteed. 

1.4 Updates to This Policy 

We may update this Policy to reflect services, operational, or legal changes. Material changes will be emailed to your registered address at least 30 days before they take effect. The current version is always posted at www.docthera.com/membership-policy. 

1.5 Interpretation & Conflicts 

If a conflict exists: (a) Terms of Use control over this Policy; (b) for clinical matters, the Consent to Care Agreement controls. Questions: support@docthera.com. 

2. MEMBERSHIP TIERS & BENEFITS

2.1 Philosophy 

Membership is built on Doctorate-Led Concierge Mental Wellness—high-standards care, choice of providers, and operational support that respects privacy and time. 

2.2 Tiers (Plain-English Overview) 

• Priority (“Essential Excellence”) – Core DOCTHERA experience for individuals/families seeking high-quality access and digital tools. 

• Premiere (“Enhanced Experience”) – More flexibility, faster operational support, and dedicated coordination. 

• Executive (“Ultimate Access”) – Same/next-day access, 24/7 concierge support (non-crisis), executive resources, enhanced discretion. 

• Legacy (“Family Foundation”) – Multi-generational coverage and integrated family-systems support (up to six family members). 

2.3 Core Benefits for All Members 

• Provider Network Excellence 

• Doctorate-level clinicians (PsyD, PhD, MD/DO psychiatrists). 

• Credentialing and continuous quality review. 

• Provider matching and change at any time with warm handoffs. 

• Initial Evaluation 

• 75-minute intake (Executive: 90-minute intake). 

• Treatment planning with clear goals and recommended cadence. 

• Annual Wellness 

• Annual 50-minute Integrative Wellness Review at renewal; progress assessment and plan refinement. 

• Technology Access 

• Secure portal/app; encrypted video sessions; self-service scheduling; document storage. 

• Insurance Support (OON PPO) 

• Benefits verification, claim preparation and submission, follow-up, appeals assistance, HSA/FSA support. 

• Wellness Resources 

• Evidence-based content library, self-guided exercises, mindfulness tools, personalized recommendations. 

2.4 Tier-Specific Enhancements (Summary Table) 

Detailed tier descriptions, including additional perks (e.g., travel coordination, triad sessions, international continuity), appear throughout this Policy and in your portal. 

3. ENROLLMENT & MANAGEMENT

3.1 Enrollment Steps 

1. Consultation (optional): 15-minute member advisor call. 

1. Online Enrollment: Secure form, identity verification, tier selection, payment setup, emergency contact. 

1. Onboarding: Credentials, welcome packet (physical for Executive/Legacy), intake scheduling link. 

1. Health Info: History, meds, prior treatment, preferences/goals. 

1. Matching: Algorithmic short-list; review profiles; choose primary; designate backup. 

1. Schedule Intake: Telehealth or in-person (where available); pre-visit paperwork; insurance details (if using OON). 

3.2 Member Responsibilities 

You agree to: 

• Provide accurate info and update changes within 48 hours. 

• Engage in care (appointments, homework, honest communication, outcome measures). 

• Maintain professional conduct with staff and members; respect boundaries and privacy. 

• Meet financial obligations (membership fees, session fees, cancellations, balances). 

• Use technology responsibly (account security, acceptable use, IP respect, timely reporting of issues). 

3.3 Credentials & Verification 

• Digital: App/portal card; QR check-in; member ID; optional digital insurance card. 

• Physical (Exec/Legacy): NFC card, welcome kit, member pin, annual certificate. 

• Verification: 2FA, biometrics, photo ID for in-person, voice verification (Exec/Legacy). 

3.4 Modifications 

• Upgrade: Immediate; fees prorated; benefits live within 24 hours. 

• Downgrade: Effective at next renewal; transition support provided. 

• Suspend: Up to 90 days/year for travel/medical; basic portal access remains. 

• Add Family (Premiere+/Exec/Legacy): Streamlined enrollment; shared coordination (with authorizations). 

4. PROVIDER NETWORK & SELECTION

4.1 Standards 

• Doctorate degree; unrestricted license(s); board certification where applicable; ≥2 years post-doc experience; clean disciplinary record; malpractice coverage meeting minimums. 

• Ongoing QA: annual re-credentialing, license monitoring, CE, peer review, outcomes and satisfaction thresholds. 

4.2 Matching 

• Inputs include clinical need, modality preference, specialization, cultural/language/gender preference, schedule/location, and OON use. 

• You receive top matches with profiles and can request brief intro consults. Immediate rematch available. 

4.3 Changing Providers 

Change any time, for any reason. We’ll coordinate transfers (with your consent), warm handoffs, and continuity of care. 

4.4 Communication & Boundaries 

• Use secure messaging for non-urgent matters; schedule sessions for therapy; after-hours restricted to emergencies per this Policy. 

• No social media connections; no personal/business relationships; gift policy applies; boundary breaches may require referral/termination. 

5. SCHEDULING & APPOINTMENTS

5.1 Booking Options 

• Self-Service: 24/7 portal/app; filters; recurring; waitlist; calendar sync; auto time-zone. 

• Concierge: Complex coordination, urgent facilitation, family scheduling (Legacy). 

• Mobile: One-tap rebook, opening alerts, voice commands, biometric auth. 

• Advance Booking Caps: Priority (30d; 2/wk), Premiere (60d; 3/wk), Executive (90d; unlimited), Legacy (180d; family unlimited). 

5.2 Appointment Types 

• Therapy: 25/50/75 min; intensives 2–3 hrs. 

• Psychiatry: 75-min eval; 15-min urgent; 25-min med mgmt; 50-min integrated. 

• Specialized: Coaching, couples, family, group, triad sessions. 

• Assessment: Psych testing, ADHD, personality, cognitive (time ranges per service). 

5.3 Cancellations & Rescheduling 

• Standard Rule: 48 business hours (Mon–Fri; holidays excluded). Weekend sessions must be cancelled by Thu 5pm PT. 

• Fees: 48–24h: 50%; 24–2h: 50%; <2h: 75%; No-show: 100%. Patterns (3+ in 90 days) may trigger a service review. 

• Emergencies: May be waived with documentation (medical, death in family, disaster, accident, subpoena/jury duty, or Clinical Director discretion). 

• Rescheduling by Tier: Priority (same-week if available); Premiere (≤48h); Executive (≤24h); Legacy (immediate with any available provider). 

5.4 Provider-Initiated Cancellations 

• Immediate notice; reschedule within 48h or alternate provider; no penalties. 

• Credits: 12–24h notice: $50; <12h: $100; repeated cancellations: provider change + credit. 

5.5 Standing Appointments 

Recurring weekly/bi-weekly/monthly; up to 6 months forward; vacation holds; batch changes; prepaid series discounts (Exec/Legacy). 

6. SERVICE DELIVERY OPTIONS & PROTOCOLS

6.1 Telehealth 

• Tech: ≥10 Mbps (25 Mbps HD), modern OS/browser, 720p camera, headphones. 

• Pre-Check: Auto test + backup method. 

• Environment: Private, well-lit, minimal distractions. 

• Privacy: Encrypted; no recording without written consent. 

• Licensure: Provider must be licensed where you are physically located; notify travel 72h prior; international restrictions may apply. 

6.2 In-Person 

• Premium offices (sound-controlled, discreet); tiered amenities; mobile check-in; private entrances (Exec/Legacy). 

• Health & safety protocols; ADA compliance; ASL with 48h notice. 

6.3 Hybrid 

Switch between telehealth/in-person as appropriate; unified record and billing. 

6.4 Specialized Protocols 

Couples/family consent and confidentiality boundaries; screening for groups; intensive plans with step-down. 

7. CLINICAL SERVICES GUIDELINES

7.1 Intake 

Complete history, prior records, meds, goals, baseline measures. Session includes interview, risk review, preliminary impressions, plan, and follow-ups. Written plan within 48h; coordinator follow-up within 24h. 

7.2 Treatment Planning 

Collaborative goals, evidence-based modalities (e.g., CBT, DBT, EMDR, ACT, psychodynamic, IFS), expected timelines, homework, progress monitoring. Reviews: monthly, quarterly, semi-annual, annual. 

7.3 Ongoing Care 

Typical session flow with agenda, review, core work, skills, and close. Between sessions: secure messaging (non-urgent), digital tools, homework tracking, crisis resources. 

7.4 Integrated Care 

Coordinated multi-provider teams (with consent); collaboration with external providers (PCP, schools, EAPs); warm handoffs for transitions. 

8. PAYMENT, BILLING & FINANCIAL POLICIES

8.1 Payment Methods & Security 

Cards (major), HSA/FSA, ACH for annual, wire (international). PCI-DSS L1, tokenization, encryption, fraud monitoring, 2FA for large transactions, auto receipts. Payment plans for Exec/Legacy (0% interest). 

8.2 Billing Cycles & Statements 

• Membership: Annual on enrollment anniversary; renewal notices at 60 and 30 days; auto-renew unless cancelled; pro-rate on upgrades (not downgrades). 

• Sessions: Payment due at booking; card hold; post-session finalization; credits on provider cancellation. 

• Statements: Services, payments, balances, upcoming charges, claim status, HSA/FSA tagging, YTD totals. Delivery via portal (default), encrypted email, or paper ($5/mo), with CSV/PDF export. 

8.3 Assistance 

Hardship options (plans, deferrals up to 90 days, tier change, reduced cadence, limited sliding scale). Scholarships (limited). Corporate/association/military discounts as available. 

8.4 Refunds, Credits & Disputes 

• Membership fees non-refundable, except: inability to serve within 30 days, no provider availability, platform failure preventing service, documented medical inability, or as required by law. 

• Credits for provider late cancellations, technical failures, service quality issues (at discretion), billing errors, referral rewards. 

• Disputes: Initial review within 48h; resolution within 7 days; written outcome; appeal to senior management; external arbitration if unresolved. 

9. INSURANCE & REIMBURSEMENT (OON)

9.1 Model 

We operate out-of-network to preserve privacy, eliminate pre-auth limits, and support clinician-led care. Insurance records are minimized to claims you authorize. 

9.2 Services 

Benefits verification, coding, submission (electronic/paper), follow-ups, appeals, resubmissions, and documentation. 

9.3 Timelines (Typical) 

• Priority: 30–60 days 

• Premiere/Executive/Legacy: 4–7 days 
  (Insurer processing times vary and are not controlled by DOCTHERA.) 

9.4 Common Codes (Examples) 

90834/90837 (individual), 90792 (psychiatric eval), 99213–99215 + 90833 (med mgmt/psychotherapy), 96130–96139 (testing), 90846/90847 (family), 90853 (group). Coaching and non-medical wellness may not be covered. 

9.5 Documentation & Compliance 

HIPAA-compliant transmission/storage; audit trails; regulatory updates; annual compliance reviews. 

10. DIGITAL WELLNESS PLATFORM & TECHNOLOGY

10.1 Access & Security 

Web, iOS, Android, desktop; MFA/biometric; device authorization; session timeouts; FIDO2 supported; accessibility features. 

10.2 Core Functions 

Scheduling, encrypted messaging, clinical document access (as appropriate), billing center, reminders, waitlist, calendar sync. 

10.3 Wellness Tools 

CBT modules, mindfulness library, sleep/stress/anxiety programs, assessments and visualizations, education content, performance tools (Exec/Legacy). 

10.4 Mobile/Wearables 

Full scheduling/video; secure messaging; uploads; push alerts; health app integrations; HRV/sleep/stress tracking where supported. 

10.5 Data Privacy & Compliance 

AES-256 at rest, TLS 1.3 in transit, encrypted backups, zero-knowledge for sensitive stores, SOC 2 Type II/HIPAA controls, pen tests, incident response. 

11. QUALITY ASSURANCE & OUTCOMES

11.1 Measurements 

Standardized instruments (e.g., PHQ-9, GAD-7, PCL-5), functional indices, member-reported outcomes. 

11.2 Reviews 

Monthly snapshots, quarterly reviews, annual summaries with prevention planning. 

11.3 Provider & Service Quality 

Minimum satisfaction thresholds, documentation completeness, CE/peer review, appointment availability, response times, platform reliability, claims accuracy, retention, NPS. 

11.4 Feedback 

Post-session surveys, quarterly/annual assessments, focus groups, exit interviews, suggestion portal; responses acknowledged within 48h, follow-up within 7 business days. 

12. MEMBER SUPPORT

12.1 Tiered Support 

• Priority: Mon–Fri 8a–8p PT; Sat 9a–5p PT; 24h response. 

• Premiere: Mon–Fri 7a–9p PT; Sat–Sun 8a–6p PT; 12h response; coordinator assigned. 

• Executive: 24/7/365 concierge; ≤2h response (immediate for urgent operational issues). 

• Legacy: 24/7/365 family concierge; ≤1h response. 

12.2 What We Help With 

Admin (accounts, billing, records), clinical coordination (matching, scheduling, care team comms), technical support, and insurance navigation. 

12.3 Channels 

In-app messaging (preferred), secure email, phone lines, video support (Exec/Legacy), text (Exec/Legacy), portal chat. Emergency calls are routed to crisis resources. 

12.4 Travel/VIP 

Travel continuity, prescription transfer help, time-zone coordination, international networks (where available), event/family facilitation (Legacy). 

13. CRISIS & EMERGENCY

13.1 Limitations 

We do not provide emergency psychiatry, crisis intervention, inpatient, detox, or 24/7 clinical coverage. 

13.2 Emergencies 

Call 911 or 988 or go to the nearest ER. After stabilization, notify your provider to update your plan. 

13.3 Urgent (Non-Crisis) 

Executive/Legacy concierge supports urgent operational needs (not clinical crisis interventions). 

13.4 Prevention 

Work with your provider on a written safety plan, resources, and means-restriction as appropriate. 

14. PRIVACY, CONFIDENTIALITY & RIGHTS

14.1 Security & Confidentiality 

HIPAA-compliant infrastructure; least-necessary access; confidentiality agreements; audit logs. 

14.2 Limits 

Mandatory reporting (imminent harm; abuse/neglect; court orders). With consent, we coordinate care and claims. 

14.3 Enhanced Privacy (Exec/Legacy) 

Aliases, separate billing, private entrances, enhanced encryption options, discreet communication protocols. 

14.4 Your Rights 

Dignity, participation, refusal rights, records access/amendment, fee transparency, alternatives, complaints without retaliation, second opinions, termination at any time. 

15. COMPLAINTS & FEEDBACK

15.1 Filing 

Portal form (preferred), complaints@docthera.com, phone 949-423-915 ext. 9, or mail: Attention Complaints, 4000 MacArthur Blvd #600, Newport Beach, CA 92660. 

15.2 Resolution 

Day 1 acknowledge; Days 2–5 investigate; Days 6–7 resolve; Days 8–10 written response; further appeal available. 

15.3 Positive Feedback & Improvements 

Provider recognition, testimonials (with consent), advisory boards, beta testing, forums, surveys. 

15.4 External Options 

Licensing boards, health departments, insurance commissioners, BBB, Attorney General, APA/APA ethics bodies. 

16. MEMBERSHIP CHANGES & TERMINATION

16.1 Voluntary Changes 

Upgrade (immediate/prorated); downgrade (at renewal); pause (up to 90 days). 

16.2 Cancellation 

Cancel via portal form, cancel@docthera.com, or by phone (confirmation required). Provide 30 days notice to stop auto-renew. Access continues through the paid period. Records retained per law. Re-enrollment welcome. 

16.3 Involuntary Termination 

Non-payment (after 60 days), Terms violations, threats/abuse, fraud, repeated no-shows (5+ in 90 days), misuse. We provide warning and opportunity to cure when appropriate; severe cases may end immediately. 

16.4 After Termination 

Record retention per law (generally 7 years for clinical/billing). Re-enrollment subject to review. 

17. PROGRAMS & SERVICES (SELECT)

Executive Wellness: Coaching, assessments, leadership tools. 
Family Programs: Multi-generational therapy, workshops, adolescent support, wealth psychology/succession (Legacy). 
Education: Webinars, workshops, conference, expert series. 
Corporate: EAP, incident response, burnout prevention, culture work, MHFA training. 

18. LEGAL & REGULATORY

18.1 Compliance 

HIPAA, state mental health/telehealth rules, licensing, insurance, consumer protection, corporate and tax compliance, employment, IP, and data protection laws. 

18.2 Required Agreements 

Terms of Use (MSO), Consent to Treatment (PC), Privacy Policy, Financial Responsibility, Telehealth Consent (as applicable), and ROIs (as needed). Optional: enhanced confidentiality (Exec/Legacy), media/research/testimonials consents. 

18.3 Liability & Force Majeure 

• Professional Liability: Providers carry malpractice insurance; DOCTHERA maintains corporate coverages. 

• Limitations: To the maximum extent permitted by law, DOCTHERA/MSO/PC are not liable for indirect, incidental, special, consequential, or punitive damages; service or technology interruptions; third-party failures; or delays/omissions caused by events beyond reasonable control (force majeure), including acts of God, disasters, labor issues, power/internet failures, cyber incidents, or regulatory actions. 

18.4 Dispute Resolution; Class-Action Waiver 

Disputes are resolved per the Terms of Use: binding arbitration (AAA Consumer Rules), venue Orange County, California, individual claims only (no class, consolidated, or representative actions), and limited discovery. You and DOCTHERA waive any right to a jury trial. 

19. RESOURCES & CONTACTS

19.1 Phone 

Main: 949-000-0000 
Priority/Premiere Support: Ext. 1 (8a–8p PT) 
Clinical Services: Ext. 2 
Billing: Ext. 3 
Technical Support: Ext. 4 
Executive Concierge: Ext. 0 (24/7) 
Legacy Concierge: Ext. 00 (24/7) 

19.2 Online 

Website: www.docthera.com 
Member Portal: portal.docthera.com 
Provider Directory: providers.docthera.com 
Resources: resources.docthera.com 
Blog: blog.docthera.com 
 

19.3 Quick Reference 

• Cancellation: ≥48 business hours 

• Late/No-Show Fees: 50% / 100% (see §5.3) 

• Response Times: Priority 24h; Premiere 12h; Executive 2h concierge; Legacy 1h concierge 

• Insurance Reimbursement: Priority 30–60d; others 4–7d (typical) 

19.4 Forms (Portal) 

Appointment request; provider change; insurance claim; records release; complaint; feedback; referral; travel notice. 

20. CONCLUSION & ACKNOWLEDGMENT

20.1 Our Commitment 

We aim to deliver doctorate-led, high-quality care with clear communication, privacy, and operational excellence. 

20.2 Your Acknowledgment 

By maintaining membership, you confirm you have read, understand, and agree to this Policy and the policies incorporated by reference. 

20.3 Continuous Improvement 

We revise services and policies based on member feedback, best practices, technology, and regulatory standards. 

20.4 Contact 

DOCTHERA Member Services 
4000 MacArthur Blvd., East Tower, Suite 600 
Newport Beach, CA 92660 
Phone: (877) 3-DOCTHERA 
Email: support@docthera.com 
Website: www.docthera.com 

Next Review: March 1, 2026 
© 2025 DOCTHERA Management Services Organization, Inc. All rights reserved. 
This Policy supersedes all prior DOCTHERA member policies.