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Thrive Client Information Regarding Response to Coronavirus and Temporary Telehealth Options

Thrive staff have been actively working to develop a response to the growing concern regarding Coronavirus/COVID 19. Our first priority is always safety. We have taken into consideration how to reduce risk of exposure while still providing as little interference with services.

Are Thrive offices open?

As of 3/18/2020, Thrive is strongly discouraging clients from coming into the office or being seen in person.

We are helping staff and clients use a video app called Zoom as much as possible to continue services. If someone can not participate in telehealth, we will continue some office based services through Friday, 3/20/20. Anyone coming into the office will be screened to reduce risk of passing on an infection.

As of Monday, 3/23/2020, Thrive offices will be closed to clients and transportation services will be canceled. Please contact your therapist or local Thrive office to discuss options. We will do our best to find a way to get you the services you need!

How do I get access to Zoom (telehealth/video services)?

The main app that we are using is called Zoom. It will protect your privacy and offer the ability to continue services.

Here are some ways to access:

APP BASED ACCESS (download links):

Download in App Store

Download in Google Play

Desktop Program (download link):

Chrome OS (how to guide):

Web based (no downloads, ad-ons needed):

What do I do if I don’t have wifi/data?

What screening is Thrive doing to make sure those in the office are not contagious?

We are asking clients the following questions:

  • Has the client/household member had a fever, cough, or body ache?
  • Has the client/household member traveled out of state, particularly on an airplane in the last 14 days?
  • Has the client/household member had a known exposure to Coronavirus?
  • If yes to one of the above, we are going to encourage telehealth or explore other options for services. If there is little risk of infection, then in-person services are likely still an option.

What is telehealth?

Telehealth is therapy and psychiatry services provided that use both audio and visual components. If using this option, Thrive staff would send a link to the client/guardian to start the session. It can not be just a telephone call at this time. The client must be present for sessions, except for some family sessions per agency policy.

How do I do telehealth with my clinician/prescriber?

Your clinician or prescriber will send you a link depending on the app/platform they are set up to use:

  1. Zoom:

I don’t have wifi/data to do telehealth. What options do I have?

Please contact your therapist to discuss. Please contact your therapist or our office to discuss. We are going to do our best to come up with a way to get people the services they need!

How do I give consent to receive telehealth services?

Thrive has a Telehealth Consent Form. Clients must acknowledge and provide verbal consent to all items on the form in order to proceed with telehealth services. Clients can access on

What if I do not consent to telehealth?

Thrive shall not force or coerce a client/guardian to sign a consent. During a state of emergency, particularly if a client may have been exposed to a contagious illness, Thrive may elect to deny in person services. If telehealth services are denied, Thrive shall follow discharge procedures and provide client with referrals and final medication management services according to policy.

What if the telehealth service gets interrupted due to poor internet connection or other tech issue?

If there is inadequate wifi/data connection, the therapist must end the service if the service can not be ethically and reasonably provided. Therapists should make efforts to have a secondary means of continuing the service.

If unable to utilize a back up platform, clinician shall follow up with a phone call. The phone call can not count as part of a billable service.

Is there anyone telehealth isn’t a good idea for?

Telehealth services may be contraindicated for more serious symptoms, such as psychosis, suicidality, or homicidality. If a client presents with a more serious symptom, the clinician must consult with a supervisor regarding appropriateness for telehealth and other options. Thrive will work with the clients and treatment team to develop a plan.

What do I do if I have a mental health emergency?

If a client has a mental health emergency during a session, safety precautions must still be taken, which include:

  • Contacting the local crisis response team
  • Contacting emergency services
  • Advising the client seek psychiatric evaluation at local hospital. If hospitals are closed for evaluations due to states of emergency, advise for the client to be assessed at a local walk in or crisis center.
  • If due to a state of emergency, no emergency services are accepting clients with psychiatric emergencies, clinician must contact supervisor or Director to safety plan.

Does my insurance cover telehealth services?

During the state of emergency of 2020 due to COVID-19, telehealth services are permitted for both Medicaid and Medicare clients, but must be in compliance with all other policies and procedures regarding services. For clinicians who are not Medicare paneled, a paneled prescriber must be on-site with the clinician to provide an incident to.

Once the state of emergency is over, we may have to end telehealth services. At this point, the state of Maryland has indicated telehealth is only temporarily covered by your insurance.

How do I know that telehealth is ethical?

Clinicians are required to review Telehealth Ethics included on the Credible Home Page> Forms and Documents> Telehealth. Clinicians are reminded that services must be provided as clinically indicated and only in ways that provide appropriate and high quality care.

How do I keep from getting sick?

I or my family members are really scared. Do you have any more information on how to manage my mental health and coping during this time?

I am worried I won’t have food for myself or my family. Any ideas?

  • Information is starting to come out. 211 may be able to offer some options. Contact your therapist to get information that Thrive may be aware of.
  • Anne Arundel County:

I have a concern about how this is being handled. Who do I contact?

We welcome feedback- it helps us make our services even better or helps us clear up any miscommunication! We are working hard to make changes in this very tough situation. We know we won’t be perfect and will find it helpful to hear your concerns.

Please talk with your therapist first. If you still are not satisfied, feel free to call the office to discuss with the therapist’s supervisor. If you still have concerns you are welcome to submit a grievance in writing to the director. Please see our Grievance Policy in Helpful Information for more details.


  • Baltimore County Public Schools Food Sites during Coronovirus Shutdown - Download
  • CDC Handwashing Flyer - Download
  • Telehealth Consent - Download
  • Telehealth Guidelines Website Public Version - Download
  • Thrive Client Information Regarding Response to Coronavirus and Temporary Telehealth Options - Download