Commonly Asked Questions:

How do I make an appointment?

All appointments are scheduled in advance and can be booked directly with your therapist or by calling our Office Manager, Gwen Bush, at 203-458-2480.  She is available Monday through Friday from 8:30-4:00pm pm for any scheduling, billing and administrative matters.

  • If there is a preferred time slot, it is best to set a standing appointment time, so that time is held for you each week.
  • Appointment times are reserved specifically for you.  In consideration of one another, we ask clients to arrive at their scheduled time and we will make every effort to begin and end our sessions on time.  A late arrival results in a shortened session.

How do you handle cancellations or missed appointments?

We recognize that unforeseen events arise and schedules may need to change.  If you must cancel or reschedule your appointment, we ask that you give us at least 48 hours (or 2 business days) prior notification.  (ie: Changes for Monday must be received by Friday.)  Failure to do this, results in the therapist losing the opportunity to utilize this time slot or offer it to another client.

Missed appointments or late cancellations (less than 48 hours) may be charged a $50 late cancellation fee, which is not covered by your insurance.

Payment will be due at the time of the next session in order to keep your schedule time slot.

Please note:  After 2 no shows you may lose your standing appointment time.

What's the best way to reach any of us?


Please be advised if your call is related to a life threatening emergency - immediately contact 911 or go to your nearest emergency room. 

You may reach us at 203-458-2480 or email us as at the following addresses: 

Gwen Bush
Erin McGovern
Carole Prosser





Our phone line is personally answered Monday - Friday from 8:30am to 4:00pm.  If the line is busy, the call will be sent to our voice mail where you may leave a brief message which will be responded to as quickly as possible. (Only leave non-confidential messages.)  All administrative issues, such as scheduling, billing, insurance matters, etc. are best addressed with Gwen Bush, our Office Manager, during normal business hours.

All after hours and weekend calls will be handled by our answering service, where you can leave a private message in your therapist’s voice mail box.  In the case of an urgent matter, you may reach an operator who will contact your therapist.  If your therapist will be unavailable for any period of time, arrangements will be made for another covering therapist to provide assistance, if needed.

If you have a significant or urgent issue you need to discuss with your therapist out of session, every effort will be made to return your call as soon as possible, generally within 24 hours.  We appreciate you recognizing the time we have available between sessions is often limited. 

How are decisions made about ending treatment?

In general, termination of therapy is a mutually determined decision, base on the progression of treatment.  However, as a client and as a therapist, we each have the right to end our therapeutic relationship at any time.

  • If we, as your therapist choose not to continue to work with you, the reasons for this decision will be discussed with you and you will be provided with qualified referrals to continue your treatment.
  • If you choose not to continue to work with your therapist, it is also best to discuss your reasons for this prior to termination, as a clear understanding and ending can be mutually beneficial.

How do I pay for services?

Please contact us for information on fees and insurance coverage, as each therapist is different.  At least one therapist is a provider for most major insurance carriers (see listing below).  Clients are responsible for their session fee or co-payment at the time of service.   We accept cash or checks.  

What if I want to use my insurance?

If you are planning to use your insurance, accurate and current information must be completed in Form B of our Intake Package, so that coverage may be verified.    It is your responsibility to contact your insurance provider to verify coverage and for an explanation of your Behavioral Health benefits, and to obtain prior authorization, if that is required to ensure reimbursement.  If your coverage has an unmet deductible, you will be responsible for your session fee at each visit until you have reached your deductible.

If we are a contracted “In-Network Provider”, only your co-payment will be due at the beginning of each session.  (See below for the list of insurance panels for which we are approved providers.)

Please note:  Medicare does not cover LMFTs.  

How are insurance claims submitted?

As a service to our clients, New Hope Center retains a Mental Health Billing Service to handle the processing of insurance claims.  We cannot, however, guarantee your benefits, or the amounts covered, and are not responsible for the collection of payments.  While we will make every attempt to assist you, if for any reason your insurance company denies payment, please be aware that you are responsible for any unpaid balance on your account.

What insurance do you accept? 

One or more of our therapists are approved providers on the many health insurance panels, including:

  • Aetna

  • Anthem

  • Cigna

  • ConnectiCare

  • Empire BC/BS

  • HealthNet

  • HealthyCT

  • Husky

  • Oxford 

  • United Health Care

  • United Behavioral Health (UBH)

What are my rights as a client?

  • To understand the possible risks and benefits of therapy.
  • Be informed of the professional background and training of your therapist.
  • Ask questions and discuss therapeutic goals at any point during the therapy process.
  • Terminate therapy at any time and ask for a list of referrals sources.
  • Be fully advised of the fees and practice policies related to your care.
  • Be clear on both your rights and any limitations to confidentiality, as specifically outlined below:

What are your Privacy of Information policies?

The confidentiality of all sessions is protected under Federal and State laws, as well as the AAMFT code of ethics.  Information about your therapy, or acknowledgement that you are a client, will not be released without your written authorization on a separate Release of Information form.  The only exception to this is if the therapist believes that the client’s or another’s life, health, or well-being is in jeopardy.  As mandated reporters, we are bound by law to report the following:

  1.    The duty to report child abuse or neglect.

  2.    The duty to warn the intended victim of a violent crime.

  3.    The duty to report clients that are dangerous to themselves or others. 

How do you handle insurance reporting and administrative communication?

Insurance companies, managed care, and other third-party payers are given information that they request regarding services to the client. Information which may be requested includes type of services, dates/times of services, diagnosis, treatment plan, description of impairment, progress of therapy, and summaries.

If a therapist or administrator of the center must telephone the client for purposes such as appointment cancellations or reminders, or to give/receive other information, efforts are made to preserve confidentiality. Please notify us in writing if you have specific instructions or limitations on where we may reach you by phone and how you would like us to identify ourselves.

A full report of the Federal HIPPAA Privacy Regulations, will be available to you in our office.