Practice Policy

Whole Wellness Counseling, PLLC

Dr. Katherine M. Durrant, DSW, LCSW

Clinical Social Work Services

832 Hanshaw Rd. Ithaca, NY 14850


(607) 793-4260


General Information

Whole Wellness provides mental and behavioral health support for people of all ages by offering clinical evaluations, psychotherapy, substance use counseling, and holistic coaching services. We strive to assess and determine diagnostic considerations, identify needs, and recommend providers who offer the type of support that will help you reach your goals. We offer an initial phone conversation to help determine what starting point is right for you. If we determine Whole Wellness is not the most appropriate option for you, we will make a quality referral within your community.

We are committed to providing the highest quality care. We strive to match you with the right service and clinician for your unique needs, goals, and preferences. From there, we consider your preferences to identify a high-quality fit with a clinician or coach to get you started on your journey to wellness as soon as possible.

If you are dissatisfied with your experience getting connected to care, please email support@wholewellnesscounseling.org. Whether you felt under-served by the phone screen, the onboarding process, or your interactions with any team member, we want to understand what went wrong and try to improve our processes. We take the time to understand every client’s unique needs, goals, and preferences, so we can tailor care and ensure a high-quality match between you and our services.

We are currently in-network with Medicare. We are considered an out-of-network provider by other insurance providers. Not all of our team members’ services will be reimbursed by your out-of-network health insurance coverage or other health savings benefits. Our support staff will help you understand which services may or may not be covered.

Client Attendance and Cancellation Policy

Notification of cancellation can be submitted through the patient portal or via support@wholewellnesscounseling.org or by calling (607) 793-4260 and leaving a message.

The standard meeting time for consultation and coaching is 55 minutes. It is up to you, however, to determine the length of time of your meetings. Requests to change the 55-minute meeting need to be discussed with the coach in order for time to be scheduled in advance.

Cancellations and re-scheduled appointments will be subject to a full charge if NOT RECEIVED AT LEAST 24 HOURS IN ADVANCE. This is necessary because a time commitment is made to you and is held exclusively for you. If you are late for a meeting, you may lose some of that meeting time.

In order to hold your slot and ensure the continuity needed for high-quality care, and to be fair to other community members waiting to connect with a clinician, we allow a maximum of three missed appointments (advanced cancellations, no-shows, or late cancellations) in any three-month period.

After three missed appointments, our administrative team will work with you to find a solution, including a possible pause in treatment. Your continued treatment will not be guaranteed after three missed appointments in a six-month period, and we reserve the right to terminate your treatment after three missed appointments in a six-month period without advanced notice.

If you do not show up for your scheduled appointment, you will be charged at the hourly rate for the length of the appointment you missed.


Telecommunication provides therapy and other services virtually, typically via secure video conference or in some circumstances, via phone. We prefer in-person connections wherever possible. However, telecommunication offers a highly effective option for continuity of care when in-person care is impossible or not preferred. If you decide to engage in care via telecommunication, your clinician will review the below information and obtain your consent to proceed at the beginning of your first teletherapy session.

Making sure teletherapy is effective for you

Sessions will be conducted via video conference whenever possible, using a secure video provider.

We will share instructions about how to join your video session.

It is important to be in a quiet, private space to avoid interruption during your session.

It is important to use a strong and secure (rather than public/free) WiFi/ cellular connection to avoid technical interruptions or breaches during your session.

Please refrain from eating, using alcohol or other substances, driving, or using other devices in session.

Cancellations and billing for teletherapy sessions are handled the same as in-person sessions in accordance with Whole Wellness Counseling policies above.

If you are receiving professionally licensed services, you must be physically located in NYS (or another state where your provider is licensed) for each telehealth appointment.

Unlike psychotherapy, coaching services can legally be provided in and from any place in the world.

Finally, some insurance health plans do not reimburse teletherapy sessions. It is your responsibility to determine if your plan will cover these appointments.

We do not provide telecommunication services to children under 12 years old.


Payment is due at the time of the appointment. We will automatically charge the credit card number you provided on the day of services. All of our quality services are valued at $160 per session (08/01/2023).

If your credit card is declined, we will contact you directly to coordinate an alternate payment method. Please note that if you have a balance due, your care may be interrupted or terminated.

Insurance Reimbursement

Currently, Whole Wellness is out of network with all insurance plans. We, therefore, require direct payment from most of our clients. However, we can help you submit paperwork to your insurance company to help you obtain reimbursement for a portion of the cost of your care if your health plan includes out-of-network coverage (common with PPO plans, for example). Under some plans, in-person and telehealth sessions may be reimbursed differently. Additionally, some insurance plans may have a cap on the number of type of assessment hours they will reimburse. We cannot guarantee that we will be able to get you reimbursed.


The session content and all relevant materials to the client’s treatment will be held confidential unless the client requests in writing to have all or portions of such content released to a specifically named person/persons. Limitations of the client-held privilege of confidentiality exist and are itemized below:

If a client is at imminent risk of harming themself or attempting suicide or otherwise conducting themselves in a manner in which there is a substantial risk of the client incurring serious bodily harm.

If a client expresses intent to cause grave bodily harm or death to another person.

If the therapist has a reasonable suspicion that a client or other named victim is the perpetrator, observer of, or actual victim of physical, emotional, or sexual abuse of children under 18 years.

Suspicions as stated above in the case of an elderly person (65 or over) or a dependent adult who may be subjected to physical, emotional, financial, or sexual abuse, or isolation (“dependent adults” are persons ages 18 – 64 who have physical or mental limitations that restrict their ability to carry out normal activities or protect their rights).

If a court of law issues a legitimate subpoena for information stated on the subpoena.

If a client is in therapy or being treated by us by order of a court of law, or if the information is obtained from us for the purpose of rendering an expert’s report to an attorney who represents you.


If you are a minor, your parents may be legally entitled to some information about your sessions. Your clinician will discuss with you and your parents what information is appropriate for them to receive and which issues are more appropriately kept confidential.

Digital Communication

We will use digital forms of communication with you (unless you would prefer an alternate means of communication), including text messages, and email. Please know, however, that we cannot ensure the confidentiality of any form of communication through electronic media, including text messages.

Our team strives to return messages in a timely manner, but we cannot guarantee an immediate response. We request that you do not use these methods of communication to request assistance for emergencies.

Scope of Care

Whole Wellness offers clinical mental and behavioral health services on an outpatient basis. Providers typically meet with clients weekly or bi-weekly using a time-limited, culturally-informed, evidence-based treatment framework, such as cognitive behavioral therapy (CBT), dialectical behavioral therapy (DBT), or Acceptance and Commitment Therapy (ACT). Clients enrolled in therapy at Whole Wellness are expected to attend their scheduled appointments, and complete out-of-session assignments to practice skills learned in the session. If a patient cannot attend appointments regularly or work on assignments outside the therapy session, therapy at Whole Wellness may not be appropriate. In consultation with a clinical supervisor or the Executive Director, the therapist and client will work together to determine if treatment is productive at that time. If not, the client can be referred elsewhere or invited to return to counseling when better able to engage in therapy productively. With permission, Whole Wellness clinicians will communicate with a patient’s medical providers or prescribers. If extensive collateral is required for effective care, therapy at Whole Wellness may not be appropriate. If a patient requires more frequent therapeutic contact to maintain safety, Whole Wellness may not be the best therapeutic fit, and a higher level of care (HLOC) may be recommended, such as an intensive outpatient program (IOP), partial hospitalization program (PHP), or inpatient hospitalization.

Sometimes, a higher level of care is required for individuals at high risk for suicide or self-harm. Factors that are considered in determining risk include, but are not limited to a history of suicide attempts (recency and lethality), history of psychiatric hospitalization, frequency of suicidal ideation, plan for suicide, access to means, the lethality of a plan, protective factors (e.g., social support, reasons for living or future orientation), ability to follow safety plan, and ability to use distress tolerance skills. Clinicians assess for suicidality and consult with their supervisor or the Executive Director when risk is high and alternative solutions should be considered.

Sometimes a higher level of care is required for patients at high risk due to substance use. Factors considered in determining risk include, but are not limited to client age, frequency of use, the quantity of use, risky behaviors while under the influence, motivation to reduce use or attempt sobriety, ability to use coping skills, and medical need for supervised detoxification. Clinicians assess for substance use and consult with their supervisor or the Executive Director when the risk is high, and an alternative solution should be considered.

A higher level of care may be required for patients at high risk due to disordered eating. Factors considered in determining risk include, but are not limited to the age of the client, purging frequency, ability to maintain medically recommended minimum weight, patient and provider ability to collaborate with a medical provider and dietician, and any criteria recommended by the patient’s medical team. Clinicians assess for disordered eating and consult with their supervisor or clinical director when the risk is high, and an alternative solution should be considered.

A higher level of care may be required for patients at high risk due to psychosis. Factors considered in determining risk include, but are not limited to reality testing, interference with functioning, presence of hallucinations, presence of delusions, risk of harm to self or others, and patient and provider ability to collaborate with the prescriber to stabilize symptoms. Clinicians assess for psychosis and consult with their supervisor or clinical director when risk is high and an alternative solution should be considered.

Whole Wellness providers practice within the scope of their competence. Depending on the provider’s training and expertise and the client’s presenting problems or needs, the provider may refer a patient to a different therapist within or an outside organization. This could occur after the initial assessment, or at another time in treatment, for example, if the presenting problems or goals change. Clinicians consult with their supervisor or the Executive Director when concerns regarding the therapeutic fit of patients and therapists arise.

Whole Wellness clinicians and coaches do not make medical recommendations or provide letters regarding any type of medical intervention or request for support animals.

Some of our clinicians are in training to obtain clinical licensure. All pre-licensed clinicians are under the supervision of a licensed clinician and receive daily support, ongoing training, and close supervision.


Ending relationships can be difficult. Therefore, it is important to have a termination process to achieve some closure. The appropriate length of the termination depends on the length and intensity of the work we do. Your clinician or coach may terminate your relationship only after an appropriate discussion with you and a termination process. If you fail to schedule an appointment for three consecutive weeks, unless other arrangements have been made in advance, we must consider the professional relationship discontinued for legal and ethical reasons.