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  • A: If a member cannot find an appointment time that works, they may contact Member Experience at care@headspace.com for alternative times or submit an Alternate Time Request through the link on the scheduling page. Someone from the team will coordinate availability with a therapist based on the member's availability.

  • A: If a member is more than ten (10) minutes late for a session and has not notified Member Experience, it is counted as a no-show and the therapist is allowed to disconnect. Members will have to reschedule a new session. If a member knows they will be running behind, they may contact Member Experience so the therapist is aware they will be joining late and can wait. Please keep in mind that if a session is joined late, it does not extend the original duration of the session. If a member would like extra time, a new session must be scheduled.

  • A: You may make a cancellation, but please be aware that members who cancel upcoming sessions three times within 24 hours will have their scheduling capabilities paused, and a Member Experience associate will contact them to determine how Headspace Care can better accommodate their scheduling challenges. To avoid such disruptions, we advise members to cancel their appointment as soon as possible and avoid canceling within 24 hours of the start of a session.

  • A: If a member either misses a session or cancels a session within 24 hours, it will be counted as a no-show. In the event of a no-show, the member will be contacted, via a series of three reach outs (text, call, text), to ensure a timely reschedule. If the member cannot be reached, they will be put on a hold-list in case they reach out in the future.

  • A: In the event a therapist needs to cancel an upcoming session, Member Experience will contact the member to find a time to reschedule. The member will be presented with options within 3 days or less (excluding weekends and holidays) with the same therapist, or even sooner with another therapist (based on availability).

  • A: If a therapist is unexpectedly absent from a session — 10 minutes elapses with no therapist — members are encouraged to contact us. The Member Experience team will then reschedule the session for the next best available time, exploring matches with other providers if necessary, and to ensure the session is not marked completed. Member Experience will track that the provider was a no-show.

  • A: If a therapist is unexpectedly absent from a session — 10 minutes elapses with no therapist — members are encouraged to contact us. The Member Experience team will then reschedule the session for the next best available time, exploring matches with other providers if necessary, and to ensure the session is not marked completed. Member Experience will track that the provider was a no-show.

  • A: If a member would like to arrange a follow-up appointment, they go to the Headspace Care app and schedule a time that best fits their schedule. Additionally, a follow-up session can be scheduled by the therapist, if requested during the session. Member Experience can also schedule future appointments via email or phone support.

  • A: If a member is not satisfied with the session for any reason, they can report their experience in a variety of ways. For any urgent feedback, members should contact us immediately and discuss the pertinent issues. If an immediate response is necessary, the matter will be escalated and action taken. For general feedback, both positive and negative, members may send an email to care@headspace.com or submit feedback through the survey link that will be sent periodically throughout their mental health journey.

  • A: If a member would like to continue using Headspace Care services beyond the 10 originally allocated sessions, they may contact care@headspace.com to request additional sessions on a first come, first service basis. Each request will be reviewed and sessions allocated based on availability and service capacity.

  • A: If a member would like to continue using Headspace Care services beyond the 10 originally allocated sessions, they may contact care@headspace.com to request additional sessions on a first come, first service basis. Each request will be reviewed and sessions allocated based on availability and service capacity.

  • A: If a member leaves the organization that has provided access to Headspace, the member will lose access to Headspace Care and any scheduled sessions will be cancelled. Unfortunately, services cannot be provided to individuals outside of the organizations enrolled in Headspace Care.

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