What to Expect
From your first call to ongoing care.
A plain-language walkthrough, from requesting services through ongoing care. No jargon, no surprises.
Requesting Services
You can request services by completing one of our online referral forms, calling our office, or having a provider or care manager submit a referral on your behalf. Our team will review your request and follow up with next steps.
Referral Review
Once we receive your referral, our team reviews it for clinical fit, service availability, provider match, payer requirements, and authorization needs. Not all referrals result in service acceptance, but we'll communicate clearly about what comes next.
Insurance & Authorization
Before services begin, ACC verifies insurance coverage, benefits, and any required authorizations. This process may take time depending on your payer and plan. We'll let you know if we need anything else from you.
The Intake Process
If your referral is accepted, you'll be scheduled for an intake appointment. During intake, we gather background information, discuss your concerns and goals, and begin building a clinical picture to guide treatment planning. At intake, you'll receive ACC's complete Client Handbook, which covers your rights, our policies, and what you can expect from services.
Your First Appointment
Your first session is a chance to meet your provider, ask questions, and start building a relationship. We know starting services can feel uncertain; your provider will walk you through what to expect.
Treatment Planning
After initial assessment, your provider works with you (and your family or care team, when appropriate) to develop a treatment plan. This plan outlines goals, approaches, and expected timelines for your care.
Family & Guardian Involvement
For children, adolescents, and individuals with guardians, family involvement is often an important part of care. Your provider will discuss how family members or guardians can participate in treatment and support progress.
Telehealth
Many of ACC's outpatient therapy services are available by secure video for clients across North Carolina, based on clinical appropriateness, payer coverage, and provider availability. Clients must be located in North Carolina at the time of the session, in a private space with a reliable connection. Some services, including observation and most waiver consultation fieldwork, are provided in person by design. Your provider will discuss whether telehealth fits your needs.
Attendance & Scheduling
Consistent attendance is important for progress. If you need to cancel or reschedule, please let us know as early as possible.
Cancellation & no-show policy
- Please provide at least 24 hours' notice if you need to cancel or reschedule an appointment.
- A no-show is a missed appointment without advance notice. Repeated no-shows may affect scheduling priority or continued service availability.
- A late cancellation is a cancellation made with less than 24 hours' notice.
- Fees may apply for late cancellations or no-shows for self-pay clients, as outlined in your service agreement.
Scheduling expectations
- Appointments are scheduled in advance. Walk-in services are not available.
- If you arrive more than 15 minutes late, your session may need to be rescheduled.
- If you're having difficulty keeping appointments, talk to your provider. We'd rather problem-solve than lose you from care.
Communication
ACC communicates with clients and families through scheduled appointments, secure messaging when available, and phone. Please allow reasonable response times for non-urgent communications. Your provider will discuss communication preferences during intake.
Crisis Resources
ACC is an outpatient provider and does not offer walk-in or in-person emergency services. In a medical or mental health emergency, call 911 or go to the nearest emergency department; for suicidal crisis, call or text 988. During office hours, call our main line at (888) 711-8772. Evenings, weekends, and holidays, current ACC clients and their caregivers may call our on-call support line at (980) 431-3989.
Questions before you start?
We're happy to talk through the process. Reach out anytime.