Grow provides a secure messaging feature in every client portal. This feature is designed for non-urgent, non-emergency communication, such as scheduling appointments or asking general questions about your care plan between you and your provider. While many questions should go directly to your provider, others, particularly technical or billing issues, can be shared with the Support Team. Learn more below.
🚨Disclaimer: Grow Therapy messaging is not an emergency service. If you or someone you know is in crisis or needs immediate help, please call emergency services such as 911 or +1 800-273-8255 to speak with a crisis counselor. Access to additional emergency resources can be found here.
Key Takeaways
The messages feature allows you and your provider(s) to share messages and files. All communication is encrypted, and the team built the tool with HIPAA and applicable privacy law compliance in mind from the start.
The messaging tool is not intended for emergency or crisis communication. Providers' typical response time is between 1-3 days. Instead, it is intended for between-session communication, including:
Appointment confirmations or change requests
Progress updates, feedback, insights, and check-ins
Reminders for an upcoming appointment, such as the session topics
Secure document transfers, such as questionnaires, worksheets, etc.
Finally, select the Send button when the message is complete
You and your provider(s) are notified about new messages via email and the Grow Therapy portal, so you don't have to worry about missing replies.
If you need to discuss billing, insurance, and other non-clinical issues, you should contact support.
Send a message
Providers can send welcome messages to clients booking an intake with them for the first time. If you've already received a message, you will see an UNREAD notification in lilac next to Messages in the left sidebar navigation. If you'd like to start a conversation, you can also initiate a message with your provider.
To get started sending messages:
Log in to your client portal. If you don't have an account, please follow this guide to create one.
Navigate to Messages from the left sidebar menu.
If a provider has sent you a welcome message, you will see it here. Otherwise, select "Compose message" to start the conversation.
Select your provider from the drop-down menu. Only providers you work with or have formerly worked with will appear here.
Compose your message. Holding Shift + Return creates a new line.
Hit return on your keyboard, or click the Send button.
When the message is delivered successfully, it will appear in white with an accompanying timestamp.
That's it! Your provider will receive a notification regarding the unread message, and they will respond based on their communication policy, which for most providers is responses within 1-3 business days.
Send a file
If your provider requests additional documentation or sends you additional tasks related to your care, you can upload files and send them directly to your provider using the messaging feature. To send a file to your provider:
Select Messages from the left sidebar navigation.
Select the provider's name.
To the right of the "Compose your message" field, select the paperclip 📎 icon.
Select the file you'd like to send from the pop-out menu on your device. The file name will then appear above the field to compose your message. You can choose to add a message to accompany your attachment.
Click Send to send your file and (optional) message.
The file(s) are sent to your provider and remain stored and accessible in the chat window.
🌟 TIP: The messenger supports the following file formats: PDF, JPG, DOC/DOCX, CSV, and PNG.
Message notifications
You will receive an email notification each time your provider sends a new message. So, you don't need to log continuously into your client portal to avoid missing critical communications.
The only exception is if you and your provider chat in real-time. In this case, you won't receive a new email notification for each response.
After five minutes of inactivity from either party, a message notification is automatically sent. The email notification includes a link to log in to your client portal and pick up the conversation where you left off.
When to contact your provider
Grow Therapy offers specialized support teams for client rematching, billing, general appointment questions, and technical troubleshooting related to the client portal. However, only your provider can help with certain aspects of your care, and often, it's best to communicate with them directly.
Please contact your provider directly if you need help with the following:
Fees: Questions concerning no-show or late cancellation fees charged by the provider should be sent to them directly.
Last-Minute Cancellations: If you need to cancel your appointment less than 24 hours before the start time, please send a request to your provider. They will work with you to reschedule and, depending on your situation, may opt to waive any applicable late cancellation fees.
Long-Term Coordination of Care: If you are having trouble coordinating appointments, please contact your provider. Consistent attendance is crucial to success as you create and implement your care plan with your provider.
Prescription Management: If you have questions about your prescriptions, including new requests, refill requests, pharmacy changes, and symptom management updates, please message your provider and/or the pharmacy directly.
Record Releases: If you require a release of information (ROI) form or access to other medical records and forms, please contact your provider.
Referrals: If you require a specialized referral or additional care, such as medication management, talk therapy, or vice versa, please message your provider.
Superbills: Please contact your provider directly if you need a superbill for cash-paying sessions with out-of-network providers.
When to contact support
While many tasks can be completed in your client portal, there are instances when you may need to speak to a helpful team member at Grow to resolve questions about your care. Contact the Support Team if you need help with any of the following:
Account Information: If you encounter issues or need help updating account information, including your legal name or email address, within your Client Portal, please contact support.
Appointment Management: Please contact support to request assistance canceling an appointment more than 24 hours before the appointment time. Please note that PHI (e.g., full name, date of birth, and email on file) must be provided before the 24-hour window. Support cannot override the 24-hour cancelation policy.
Client Portal Usage: If you have questions about using it or encounter errors while using it normally, please contact support.
Insurance: If you have questions about plan eligibility, copays, EAPs, or using secondary insurance, please contact support.
Payment Method: If you encounter issues or need help updating your payment method within your Client Portal, please contact support.
Refunds: If you'd like to check the status of a requested refund, please contact support.
Rematching: If you need help matching with another provider because you don't feel comfortable asking your current provider for recommendations or referrals, please contact support.
Telehealth: If you have questions about using it or encounter errors while using it, please contact support.