Book an Appointment
In order for you or a loved one to become a client we first need to complete the following steps.
If you need any assistance on any of these steps, please call call 345-926-0882 or
send an email to [email protected].
Step 1: Register
All responses on this form are stored confidentially, and allow us to set you up as a client in our secure patient portal.
Step 2: Complete the Intake Packet
Once we receive the completed registration form (Step 1 above), we will send you an intake packet to
complete via Docusign.com.
Step 3: Wait for us to be in touch
Once we receive the completed Intake Packet, we will send you an email confirming your health insurance benefits and offer you an intake session date and time.
Client Policies
Counselling / Psychotherapy
Counselling involves a collaboration between the client and the therapist. Your active participation is necessary to produce the most effective outcomes. Infinite Mindcare’s clinicians use an integrative approach to therapy that is attentive to cultural and contextual factors. Although each clinician will adapt their approach to best meet your needs, there are some overarching values that guide our practice.
First, we believe that people are formed in relationships, and it is in relationships that we heal. We will likely bring focus to your past and present relationships, including, when appropriate, our relationship as therapist and client. Additionally, we will likely work to build awareness and understanding of your thoughts, feelings, and values. When helpful, we will work to modify your behaviors such that they are increasingly consistent with your identified values. Overall, we strive to help individuals develop and utilize their strengths, increase their healthy coping strategies, and foster greater self-awareness, compassion, and acceptance.
The first session will include an assessment of your primary presenting concern(s) and any symptoms you may be experiencing, as well as relevant history or background information. By the end of our first or second session, we will come to an agreement and plan together on which concerns you would like to address and how we will proceed in addressing them together. At any time, you can ask questions, revisit our goals, and make changes to our plan.
Risks and Benefits
Counselling is meant to provide a safe and supportive environment to explore yourself and your concerns while building new skills. However, clients can experience some discomfort during the course of therapy. It is possible to experience feelings of guilt, sadness, anxiety, fear, loss, frustration, anger or other unpleasant emotions. You may also discuss or remember painful events or memories. These experiences are usually normal and appropriate given the work you are doing in psychotherapy. I encourage you to tell your therapist about any possible negative side effects as they occur.
Therapy may not create immediate changes in your life or fully eliminate your presenting concerns, but you can expect to experience positive outcomes. Benefits of therapy can include increased coping abilities, a decrease in unpleasant or painful symptoms, and a more fulfilling relationship with yourself and others. You may find direct benefits in having opportunities to talk through your thoughts and feelings in a safe, supportive, and nonjudgmental environment. In addition, psychotherapy can offer increased self-awareness, new perspectives, and new ways of responding to yourself and others. However, psychotherapy is a very individualized process and there are no guarantees about what you will experience.
Professional Relationships
A strong working relationship is imperative to successful outcomes in therapy. The nature of our business can often be personal because we are all working so intensely with each other on a frequent basis. For this reason, we mandate that clients maintain a friendly relationship with staff members but not a personal relationship. Clients acknowledge that any relationship outside the clinical service or therapeutic service is completely inappropriate.
Standards have been set by the American Psychological Association for the limits in the relationship between a therapist and client. These standards include keeping the information that you share with our clinicians confidential (specifics related to this will be further discussed in the “Notice of Privacy Practices” document). Additionally, the standards limit us to a professional relationship only. Under our ethical codes of conduct, we are not allowed to work with you in any other capacity except as your therapist; our clinicians cannot be your friend, business partner or have a romantic / sexual relationship during or after the course of therapy.
Discharge from Services
Infinite Mindcare may discontinue your treatment for any of the following reasons:
Client Responsibilities
Infinite Mindcare can only work with clients who fully inform us of any and all of their concerns. We will need your full cooperation as we try to understand the various behaviors that are problematic for you. We will be asking a lot of questions and making a few suggestions and need your total honesty with us at all times. We will be showing you data as part of ongoing evaluation of treatment and expect that you will attend to the data and give us your true appraisal of conditions.
Operating Hours and Communication
Our business office is open Monday through Friday between the hours of 8:00 a.m. and 5:00 p.m. We provide services year-round, and on occasion some Public Holidays.
Our clinicians are not immediately available by telephone. Clinicians will make every effort to return a message within 24 hours with the exception of weekends and holidays. If you tend to be more difficult to reach, please inform our clinicians of some times when you will be available and how late you are available to take calls.
To meet the needs of our families, we often schedule therapists outside of regular business hours, including evenings, Saturdays or Sundays. Infinite Mindcare administrative staff will be unavailable to answer calls after operating hours and will return your call at the earliest possible opportunity during operating hours. After regular business hours, please leave a voicemail, and your call will be returned within 24 hours.
Communication is a vital role for many different reasons. Our goal at Infinite Mindcare is to respond to all emails, phone calls or texts within 24 hours during regular business hours. There may be times that we respond with a notification stating that we may need more time to respond.
Clients acknowledge to reply to phone calls or emails from staff members within 24 hours. If you do not have time to respond to the communication from a staff member within 24 hours, you can email, call or text to indicate when you will be able to respond so that we are aware that you received the communication.
Emergencies
If you have an emergency it is best to immediately call 911, go to the nearest hospital emergency room, call The Mental Health Helpline 1-800-534-MIND (6463). If there is an emergency during our work together, or if your therapist becomes concerned about your personal safety, we are required by law and by the rules of our profession to contact someone close to you. We are also required to contact this person or the authorities if we become concerned about you harming someone else.
Legal Matters
Infinite Mindcare does not employ Forensic Psychologists, and are not trained in conducting evaluations for legal matters. It is our preference to never appear in court for clients, as this can damage the therapeutic relationship. Infinite Mindcare’s staff will only appear in court if legally required to do so. Fees associated with time in court are detailed in our Financial Responsibility Agreement.
Referrals & Consultations
It may be necessary for our clinicians to make recommendations for you to meet with other professionals during our work (psychiatrist, physician, nutritionist, etc.) to coordinate the best care for you. To do this, our clinicians will need to obtain your written consent to share any information, and clinicians will only release information that is relevant to coordination of care with these professionals. If we receive a referral directly from your doctor, consent to speak with the referring physician is implied; therefore clients acknowledge that Infinite Mindcare clinicians are authorized to speak with your referring physician if a referral is received directly.
Grievance Procedure
At Infinite Mindcare, we make every effort to ensure that our staff are caring, respectful and partnering with our clients and their families. We encourage the client to discuss any matter of concern regarding the services delivered by Infinite Mindcare staff with the clinician or the assigned for the purpose of resolving a concern.
Early and immediate resolution of concerns and conflicts is strongly encouraged, and a meeting may be scheduled with the client, staff member, and the designated management staff to assist in reaching a satisfactory resolution.
We recognize that at times our families and clients will need to provide us with feedback concerning our staff. As appropriate, please follow this grievance procedure:
STEP ONE: Please communicate with your assigned Clinician (if applicable) about any concerns pertaining to the direct service provider, clinical program, or other initial concerns. In the event there is not a satisfactory resolution reached with the Clinical Supervisor / Clinician, the client may appeal the matter to the Clinical Director, or if you have concerns about the Clinician, please proceed to STEP TWO. Note that it is ALWAYS the client’s right to refuse services at any time; this needs to be communicated in writing to the Clinical Director ([email protected]) if consent for services is revoked.
STEP TWO: Please communicate with the Clinical Director about any concerns about your Clinician or about any concerns that you have elevated to the Clinician that have not been addressed adequately.
STEP THREE: If you feel like the issue/concern has not been resolved, please fill out a formal complaint at http://www.infinitemindcare.com/complaints. Within two (2) business days of receipt of a written complaint (via email, website submission, letter or the Client Complaint Form), the company’s Director(s) will respond.
STEP FOUR: If the client is still not satisfied, they have the right to refuse services, contact their insurance company/case manager (if applicable) or contact the Cayman Islands Health Practice Commission:
Health Practice Commission
3nd Floor, Government Administration Building, 133 Elgin Avenue
Box 132 Grand Cayman KY1-9000, CAYMAN ISLANDS
Telephone: (345) 949 -2813 / 946 -2084
Cultural Awareness
Infinite Mindcare recognizes and respects the value of cultural diversity and will strive to ensure that your ethnic or cultural customs, practices, and beliefs, sexual orientation, gender, gender identity, gender expression, disability, and/or community is respected by all staff.
Given the multiple nationalities and cultures represented across the three Cayman Islands, we recognize that our clinicians may not be fully versed in all cultural differences. Please make sure to communicate to our Clinical Director if you have any prior or on-going concerns regarding your clinician.
Wellness Policy
To minimize the spread of illness, Infinite Mindcare wellness policy requires that a session be canceled and rescheduled if the client or Infinite Mindcare staff displays one or more of the following symptoms and guidelines listed below.
The client or staff must be free of infection and other symptoms, without the aid of medication, for 24 hours before resuming program sessions. Sessions may resume when the incubation and contagious period is passed and the client or staff is well enough to resume normal activities. If the client or staff becomes ill during a session, the session will be immediately canceled.
Clients acknowledge that if they are experiencing any of the symptoms outlined above, they should contact the staff at Infinite Mindcare to cancel and reschedule their session. Clients agree to notify the staff within 24 hours of the diagnosis of a serious contagious illness or parasitic infestation. Clients acknowledge that in some instances sessions will be canceled until we have written permission from a doctor saying they are well enough to resume therapy sessions. This is for the client’s well-being along with the well-being of the staff.
Client Attendance and Cancellation Policy
One of the most critical aspects to intervention is consistency of implementation. In the same way that pharmaceutical prescriptions are only effective if taken in the manner prescribed, the same is true for therapy services. You will benefit the most from our services if you attend 100% of scheduled appointments.
We value you as a client and hope to help you with your current and future endeavors; however, we can only accomplish this with your understanding of the obligations set forth in this policy and consistency with treatment. We are here for you and are dedicated to helping you succeed and grow in every way possible.
Therapy sessions are scheduled in advance and are a time reserved exclusively for our clients. When a session is canceled without adequate notice it makes it difficult for us to reschedule you in a timely manner, and our counselors are not able to help and support another client in need, which could be you one day. Please make every attempt to keep your scheduled appointment. In the event you need to cancel, please call or email your clinician. Medical insurance does not cover canceled or missed appointments.
1. Attendance Rate Policy: Attendance must be 80% or greater for regularly scheduled appointments within a 60-day period. (Does not include sessions canceled due to holidays)
2. Less than 24-hour Cancellation Policy: Sessions canceled with less than 24-hour notice are defined as cancellation with insufficient notice. We are not able to bill your insurance company for an appointment that never took place; you will automatically be charged directly, using the credit card on file. Absences with insufficient notice will be managed according to the following procedure:
First cancellation with insufficient notice – The Office Manager will call you to review these policies, and you will not be charged. You will receive a written reminder of this policy from the Office Manager.
Second cancellation with insufficient notice - The Office Manager will email you again to review this policy, and you will be charged. You will receive a written reminder of this policy from the Office Manager.
Third cancellation with insufficient notice - Your sessions may be terminated after the third cancellation with insufficient notice within a 60-day period.
3. Scheduling reminders policy: Please note that email reminders are provided as a courtesy to our clients; you as the client are ultimately responsible for keeping track of and attending your scheduled appointments.
4. Late policy: If for any reason you are running late for a session, please notify your clinician as soon as you know you will be late. If no contact is made, the session will be canceled 15 minutes after the scheduled appointment start time. If you contact your clinician to notify, the therapist will wait up to 30 minutes. Please note your full session may not be met because other clients may be scheduled after your session
Other Circumstances
In the event of storm weather or pandemic lockdown, we offer the following alternatives to maintain your sessions:
COVID Lockdown – the office will be closed and all sessions will automatically go to telehealth Zoom calls. You will be contacted with all the relevant information.
Tropical Storm Watch/Warning – Clients will have the option of online or in office sessions as long as the office remains open. This will be the same for Hurricane watches.
Hurricane Warning – all sessions will be canceled unless otherwise discussed with your therapist.
Clients will be notified of the switch to Zoom sessions at least 1 hour before their appointment. If Infinite Mindcare will be closing early due to weather, clients will be called, then emailed. In the event of closings, we will make every effort to reschedule your appointment within the same week. Please note that in the case of the emergency situation, hurricane watch/warning, and COVID lockdown, we will not be able to continue with Neurofeedback. In the case of another lockdown, accommodations for in-person Neuro may be granted based on exceptions given from the Cayman Islands Government and discussions with your therapist.
Infinite Mindcare Cancellations
Infinite Mindcare specializes in working with First Responders, and is honored to work with multiple first responder agencies on island. In times of critical incidents, Infinite Mindcare has a commitment to provide services to emergency workers on very short notice. While we have a system in place to accommodate this, in some instances it may require us to change around our current clients. We will usually provide between 24-48 hour notice of a change of appointment for these purposes.
If you are concerned about the frequency of your clinician canceling your appointments, please notify the office to raise this concern by emailing [email protected]
Infinite Mindcare specializes in working with First Responders, and is honored to work with multiple first responder agencies on island. In times of critical incidents, Infinite Mindcare has a commitment to provide services to emergency workers on very short notice. While we have a system in place to accommodate this, in some instances it may require us to change around our current clients. We will usually provide between 24-48 hour notice of a change of appointment for these purposes.
If you are concerned about the frequency of your clinician canceling your appointments, please notify the office to raise this concern by emailing [email protected]