Frequently asked questions

After selecting “Get Headspace Care” on the kp.org/coachingapps page, you will be authenticated as an eligible Kaiser Permanente member and directed to a landing page.

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A couple questions will need answering as part of the sign-up process. Once that is complete, you will be sent a welcome email from Headspace Care containing instructions to download the app using a unique code.

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Once you’re all set, you can then start using the app’s library or chatting with a coach.

Headspace Care offers confidential emotional support coaching via text-based chats, as well as meditations and skill-building activities in the app.

Headspace Care is available in English and Spanish.

Yes, Kaiser Permanente members can see:

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• The number of coaching sessions and content cards they have completed

• A timeline of their coaching sessions

• A history of their PHQ/GAD and adaptability scores

Coaches can help with many of life’s challenges and stressors. Typically, they will work with you to help manage stress or overcome issues with work, relationships, and sleep, for example.

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Coaches will help you to set, manage, and reach the goals you’ve identified, keeping you honest and keeping you on track, with your personal or professional development in mind.

After downloading the app, members simply answer a few questions and, within two minutes, can chat with coach or schedule an appointment. It’s as simple as texting with a friend. Each coach arrives with an intention to meet each member where they are, offering guidance and support.

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More on how it works:

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• First appointment: Members schedule their first coaching appointment (the initial consult) in the app. Just tap "Chat" or reach out to your assigned coach.

• Follow-up appointments: For ongoing support, work with your coach to set up a regular time which is convenient for you.

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Coaching occurs through text-based chats in the Headspace Care app. However, if members prefer speaking over typing, they can use the voice-to-text functionality on their Android or iPhone. Our in-app texting function is private and secure.

No. Emotional support coaching from Headspace Care is offered to Kaiser Permanente members at no cost.

You can chat with your lead coach anytime during your scheduled appointments. But if you urgently require in-the-moment support, another on-duty coach will always be available for you. Our coaches work collaboratively and communicate with each other, so they’ll know what you’ve been working on with another coach and where each session left off, so you receive a consistent, seamless experience.

You can request a coach with a specific background or identity, and our Member Support and Coach Management teams will work together to find the best possible fit for you. However, they’re not always able to accommodate specific requests. Our coaches are trained to work with people from a variety of backgrounds, including the LGBTQIA community, as well as racial and ethnic groups traditionally underserved in the mental health field. Your coaches will provide support that is tailored and relevant to you. If you would like to switch coaches, you can request a change in the app, or through the Member Support team.

Nope! You will be chatting with another human being who is an experienced, qualified coach, sitting on the other end of the line, offering support, guidance, and insight. And just like the rest of us, coaches need breaks too — which is why, occasionally, you might have a delayed response. All coaches are carefully vetted before they join the Headspace Care team to ensure we’re providing high-quality care for our members. Each one either has a graduate degree in psychology or a related field and/or a coaching certification.

Coaches have the following training and backgrounds:

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• Graduate degree in mental health-related field

• Accredited coaching certification

• Average six years of prior coaching experience

• 200+ hours of training a year. Courses include communication skills, mindfulness, motivational interviewing, and more

• Coaches are provided with monthly trainings, case reviews, collaborative team meetings, ongoing professional development, mentorship, and performance management

If a member’s coach believes that a member needs clinical mental health services, the member will be provided with the contact information for their regional medical center. Coaches can continue to support members while they receive clinical care from their therapist or psychiatrist.

Coaches can continue to support members while they receive clinical care from a therapist or psychiatrist.

After you complete your 90 days at no cost with Headspace Care, you can visit kp.org/mentalhealth to learn more about additional resources that are available. You can visit kp.org/mentalhealth day or night to make an appointment or get advice.

Under the law, health care providers need to give patients who don’t have insurance or who are not using insurance an estimate of the bill for medical items and services. If you do not have insurance or are not using insurance, you have the right to receive a “Good Faith Estimate” (GFE) explaining how much your medical care will cost.

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• This GFE shows the costs of items and services you can reasonably expect for your health care needs.

• You have the right to receive a GFE for the total expected cost of any non-emergency items or services.

• The GFE does not include any unknown or unexpected costs that may arise during treatment. You may experience additional charges if complications or exceptional circumstances occur.

• Health care providers are required to provide a GFE within the following timeframes:

• If the service is scheduled at least three business days before the appointment date, no later than one business day after the date of scheduling;

• If the service is scheduled at least ten business days before the appointment date, no later than three business days after the date of schedule; or

• If the uninsured or self-pay client requests a GFE (without scheduling the service), no later than three business days after the date of the request. Healthcare providers must supply a new GFE within the specified timeframes if the patient reschedules the requested item or service.

• If you receive a bill that is at least $400 more than your Good Faith Estimate, you can dispute the bill.

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‍Note: A GFE is for your awareness only and does not require immediate financial commitment or payment.

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‍For questions or more information about your right to a GFE or the dispute process, visit www.cms.gov/nosurprises or call 800-985-3059. Keep a copy of this GFE in a safe place or take pictures of it. You may need it if you receive a bill in a higher amount.

Headspace Care's Member Support team is available to answer any questions members may have. Kaiser Permenante members can reach out to Member Support through the app. Members can also email caresupport@headspace.com and a representative of the Member Support team will respond within 12 hours. Headspace Care’s operation hours are Monday through Friday from 5:00 AM to 8:00 PM, Saturday and Sunday from 7:00 AM to 7:00 PM (PT). On holidays, Member Support’s hours are 8:00 AM to 5:00 PM (PT).