Everything you need to know about your Kalm experience.
1. Consultation Day
On or before the day of your consultation, you will be invited to create a patient portal account. Later, you will be sent a link to your appointment, if necessary.
2. After Your Consultation
If medication was prescribed, the notes will be sent from your doctor and reconciled by the billing department before it is ordered to the pharmacy. This process may take up to 2-7 days before confirmed.
3. Pharmacy Processing
Once your medication is ordered, it is in the hands of a third-party pharmacy who will fulfill and ship your order. Usually, about 3–5 working days after we place your order, the pharmacy will send a confirmation number to reference. Tracking may still not be available at that point.
4. Shipping
The pharmacy requires 7–10 business days to process and ship each order.
5. Ongoing Communication
Now that you are a patient, you should use the patient portal for all communication. This includes logistics questions about shipping, refill requests, and everything else associated with your treatment. The messaging system on the portal is HIPAA compliant and protected for your privacy.
Between processing your prescription, pharmacy manufacturing, and shipping, it often takes 2 weeks to receive medication after your consultation. Additionally, if you have had another prescription from another provider recently, the pharmacy will have this information and is required to hold your order until any previous prescription is expired. It is normal to not receive updates during this time. After your initial order, you can request refills 2 weeks early and should not be without medication for any substantial amount of time so long as you do not attempt to receive medication from other providers while under our care.
After your consultation, if medication was prescribed, the notes will be sent from your doctor and reconciled by the billing department, before it is ordered to the pharmacy. This process may take 2–7 days before confirmed. We will send you notifications and confirmations of processing.
Once we submit your order to the pharmacy and the pharmacy begins processing, it may take 7–10 business days for them to compound the medication and send it to you. Pharmacy processing is the process of the medication being made for you and only the last day of this is overnight shipping. While it is in process, there will be no additional updates before it ships. We will send you tracking as soon as the information becomes available to us. Please do not reach out prior to 10 business days of receiving order in process confirmation asking about the status of your order.
If you scheduled an appointment, it is confirmed. Details and the link to join the meeting will be sent the night before your appointment.
Please send your questions via patient portal message only. Please allow 24 hours for any message to be responded to. Portal communication is available 7 days a week and all important messages will be responded to as quickly as possible. You should not text or email in an effort to get a response quicker. Patients should not be texting the pre-sale support line and emails may only be responded to via portal message.
If you have ALREADY REGISTERED your patient portal account by accepting the invitation to join and you have already logged in before, you can access the portal here: https://kalm.intakeq.com/portal
Submit your refill request simply by saying "request refill" in a message on the patient portal. You may do so two weeks before running out of medication. https://kalm.intakeq.com/portal
Many states require the pharmacy to only send one month of medication per shipment. In 2 weeks, just request another refill on the portal and your second month's supply will be on its way. This will not affect billing nor disrupt your care.
Because we include overnight shipping for most orders, it is possible that our system only detects a tracking number is available after the shipment was already delivered. In this case, you may not receive the tracking information.
Please allow 24 hours for any message to be responded to. Portal communication is available 7 days a week and all important messages will be responded to as quickly as possible. You should not text or email in an effort to get a response quicker. Patients should not be texting the pre-sale support line and emails may only be responded to via portal message.
Yes. Dosage adjustments are handled by your provider. Your billing plan has no bearing on what doctor may or may not prescribe and we will simply order whatever is your written prescription. Please request a dose change consultation to follow up with the doctor about your dose.
Your consultation is a telehealth appointment with a licensed provider. They'll review your medical history, discuss your treatment goals, and determine if ketamine therapy is right for you. If appropriate, they'll prescribe medication and explain your treatment plan. The consultation is private, confidential, and conducted entirely online. Remember to be an advocate for yourself. If you have a specific dose in mind or have a question about the doctor's reasoning, ask them directly. No non-clinical staff has the authority to question the doctor's prescription or protocol. Only you as the patient hold that power.
You must be an advocate for yourself. If you have a specific dose in mind or have a question about the doctor's reasoning, ask them directly. No non-clinical staff has the authority to question the doctor's prescription or protocol. Only you as the patient hold that power.
We have a couple partner pharmacies with whom we have private accounts which cannot be accessed by the regular support staff you will reach if you call. For this reason, we ask patients not to reach out to the pharmacy directly. Those who do often receive wrong information and inadvertently delay their order. Simply message us on the portal if you need something and we will reach out to them on your behalf.
Yes! Please send your referral's name, phone, and email to contact@kalmhealth.org and you will receive $20 in credit when they sign up and qualify for treatment!
Only licensed medical providers will speak to active patients on the phone. This will only be via scheduled consultation. We do not offer customer support via phone. You should message on the portal with any questions.
We will alert you if/when a follow-up is required. When we do, we will send you a link to schedule via portal messages. Please let us know if you require more urgent medical assistance. You should not attempt to book an appointment through "bookings," "packages," or any previous links.
Please disregard this section of the portal as all pertinent information will be forwarded to you in a portal message.
Please disregard this section of the portal as all pertinent information will be forwarded to you in a portal message.
To cancel, send a message to contact@kalmhealth.org. Please note that any medication already ordered is non-refundable.
Cancellation requests to recurring subscriptions must be made in writing to contact@kalmhealth.org at least 30 days prior to the next bill date.
At any point after your initial signup and before your first prescription is issued, you may cancel and receive a refund. After a prescription is issued, your membership is considered active and there can be no refunds for medications which have been ordered at the pharmacy. After your first month, no refunds may be issued for monthly dues which have already been billed as notice is required for cancellation. There are no partial refunds for two-month billing plans. Failure to request refills, schedule follow up, or reply to clinical communication does not entitle you to refund. Federally mandated pharmacy holds due to overlapping prescriptions does not entitle you to a refund.
If you received an email which says NEW PATIENTS ONLY, the next step is to complete your intake form — and you are not a new patient and you have already completed an intake form — you should not complete this intake form again. You will find that this message also says it is only necessary to complete this form once.