Practice Policies

What is Telehealth?

Telehealth allows you to meet with your provider using secure video conferencing technology from any private location within Arizona. At South Valley Psychiatry, telehealth appointments are conducted through the integrated video platform within CharmHealth — the same platform you use for your patient portal. No additional software or app download is required.

Telehealth is available on Mondays and Tuesdays and is billed at the same rate as in-office visits. In-person appointments are available on Fridays.

Technology Requirements

To participate in a telehealth appointment you will need:

• A smartphone, tablet, or computer with a working camera and microphone
• A stable internet connection (Wi-Fi or cellular data)
• A private, quiet location where you will not be overheard or interrupted
• Access to your CharmHealth patient portal to join the video visit

We recommend testing your camera and microphone before your appointment. Your provider will send a video link through the patient portal prior to your scheduled session.

Connection Issues

If a technical issue prevents the video session from occurring, your provider will attempt to contact you through the patient portal. If connection cannot be restored within 10 minutes of your scheduled appointment time, the session may need to be rescheduled. Documented technical failures on our end will not result in a cancellation fee. Patient-side connection issues may be subject to the standard late cancellation policy at the provider’s discretion.

Privacy During Your Telehealth Session

Your telehealth session is conducted through CharmHealth’s HIPAA-compliant, encrypted video platform. Sessions are never recorded by South Valley Psychiatry.

To protect your own privacy during a session:

• Use a private room where others cannot see or hear your session
• Use headphones if additional privacy is needed
• Ensure no one else is visible on camera during the session unless previously discussed with your provider
• Do not conduct sessions from a public location such as a car, café, or shared workspace

Prescribing via Telehealth

South Valley Psychiatry may prescribe psychiatric medications through telehealth visits in accordance with Arizona law and federal DEA telehealth prescribing regulations. For controlled substances, prescribing via telehealth is subject to applicable federal and state requirements and may require an in-person evaluation at the provider’s discretion.

What is the Charm AI Scribe?

The Charm AI Scribe is an artificial intelligence tool built directly into our CharmHealth EHR system. It uses ambient listening technology to transcribe the conversation between you and your provider during an appointment. The transcription is then used to generate a structured clinical note — such as a SOAP note — which your provider reviews, edits, and approves before it is finalized in your medical record.

The AI Scribe is designed to reduce the time your provider spends typing during your session, allowing them to focus more fully on you and your care.

How It Works

1. At the start of your appointment, your provider will inform you that the AI Scribe will be used and activate the tool
2. The AI Scribe listens to the conversation and creates a real-time transcription
3. After the session, the AI generates a draft clinical note based on the transcription
4. Your provider reviews the draft, makes any necessary corrections, and approves the final note
5. The approved note becomes part of your permanent medical record in CharmHealth
6. The raw audio and transcription data are handled in accordance with CharmHealth’s data retention policies

Data Security & HIPAA Compliance

The Charm AI Scribe operates entirely within CharmHealth’s HIPAA-compliant infrastructure. CharmHealth uses 256-bit encryption for all data in transit and at rest, maintains strict access controls, and conducts regular security audits. CharmHealth acts as a HIPAA Business Associate and is bound by a Business Associate Agreement (BAA) with our practice.

Key data protections include:

• All audio and transcription data is encrypted using 256-bit encryption
• Data is stored in secure, HIPAA-compliant data centers in the United States
• Access to transcriptions and notes is restricted to your care team only
• All system access is logged and audited
• CharmHealth does not sell or share your health information with third parties for commercial purposes

Provider Review & Clinical Responsibility

The Charm AI Scribe is a documentation assistance tool — it does not make clinical decisions, diagnoses, or treatment recommendations. Every note generated by the AI Scribe is reviewed, edited as needed, and personally approved by your provider before it is finalized. Your provider remains fully responsible for the accuracy and content of your clinical documentation.

If you believe something in your medical record is inaccurate, you have the right to request an amendment. See our HIPAA Notice of Privacy Practices for details on your right to amend your records.

When the AI Scribe Is Used

The AI Scribe may be used during both in-office and telehealth appointments. Your provider will always notify you at the beginning of a session before activating the tool. The AI Scribe is never activated without your knowledge.

How to Exercise Your Rights

To opt out of the AI Scribe, simply inform your provider at the beginning of your appointment. No formal request or paperwork is required.

To opt out of telehealth and request in-person visits, contact us through the patient portal and we will ensure your appointments are scheduled accordingly.

For record access or amendment requests, submit your request securely through the patient portal.

Policy Updates

South Valley Psychiatry reserves the right to update these practice policies as our services evolve or as regulations change. Material changes will be communicated to established patients through the patient portal. The most current version of this policy will always be available on our website.