Find answers to common questions about our services, scheduling, and policies.
Frequently Asked Questions
Appointments
How do I schedule an appointment?
You can schedule an appointment by calling our office at (808) 867-8002, using our online request form, or through the patient portal if you’re an existing patient.
What should I bring to my first appointment?
Please bring a valid photo ID, your insurance card, a list of current medications, and any completed new patient forms. Arrive 15 minutes early to complete check-in.
Do you offer same-day appointments?
Yes, we offer same-day appointments for urgent care needs when available. Call our office early in the day to check availability.
What is your cancellation policy?
We request at least 24 hours notice for appointment cancellations. Late cancellations or no-shows may incur a fee.
Insurance & Billing
What insurance plans do you accept?
We accept most major insurance plans, including Medicaid (QUEST), Medicare, HMSA, AlohaCare, Ohana, UnitedHealthcare, Aetna, BCBS, Cigna, Humana, MDX, DMBA, and HMAA/HWMG. We accept mainland Kaiser plans but not Hawaiʻi Kaiser, and we are not yet able to accept Kaiser QUEST. Contact us to verify your specific plan.
Do you accept Kaiser insurance?
We accept mainland Kaiser plans but not Hawaiʻi Kaiser, and we are not yet able to accept Kaiser QUEST. We expect to be able to accept Kaiser QUEST once we become a Rural Health Clinic. Contact us to verify your specific plan.
What if I don't have insurance?
We offer competitive self-pay rates and flexible payment plans. Ask our billing team about cash-pay pricing and sliding scale options.
When is payment due?
Copays and deductibles are due at the time of service. We accept cash, check, and major credit cards.
Behavioral Health (OhanaPsych)
Is OhanaPsych the same as Ohana Care Clinic?
OhanaPsych and Ohana Care Clinic are part of the same ʻohana. OhanaPsych is the parent organization — our established psychiatry and behavioral health practice that has served Hawaiʻi for years — and Ohana Care Clinic is a division of OhanaPsych that brings primary care and pediatrics together with behavioral health in one place. As we open additional offices across Hawaiʻi, both names work side by side: OhanaPsych provides psychiatry, medication management, and therapy, while Ohana Care Clinic provides whole-person primary care, pediatric, and behavioral health services. Either way, you are cared for by the same team and the same Aloha Spirit.
Do you prescribe controlled substances?
Yes, in appropriate cases. Controlled substances — including stimulant medications for ADHD — are prescribed only within an established, ongoing relationship with your provider and are decided case-by-case at the provider’s discretion. We do not prescribe controlled substances at crisis, same-day, or walk-in visits. Clients prescribed a controlled substance review the risks and benefits with their provider and sign a Controlled Substance Agreement — which includes using a single pharmacy, no early refills, taking the medication only as prescribed, secure storage, and periodic random drug screens — to keep treatment safe and appropriate. When it is time to stop a medication, we use a provider-guided Controlled Substance Taper Agreement.
What conditions do you treat?
We treat a wide range of mental health conditions including depression, anxiety, bipolar disorder, ADHD, PTSD, and more. We serve children, adolescents, adults, and seniors.
What psychiatric conditions do you treat?
Ohana Care Clinic, through our behavioral health team in partnership with OhanaPsych, treats the full range of common psychiatric and mental health conditions across every stage of life. This includes major depressive disorder (depression) and persistent depressive disorder; generalized anxiety disorder, panic disorder, social anxiety disorder, and phobias; bipolar disorder (types I and II); obsessive-compulsive disorder (OCD); post-traumatic stress disorder (PTSD) and other trauma- and stressor-related conditions; schizophrenia, schizoaffective disorder, and other psychotic disorders; attention-deficit/hyperactivity disorder (ADHD); mood disorders and adjustment disorders; perinatal and postpartum depression and anxiety; insomnia and other sleep difficulties; eating disorders; co-occurring substance use disorders; and personality disorders such as borderline personality disorder. We also care for age-related conditions, including dementia and other neurocognitive disorders in older adults, and we serve children, adults, and seniors. Contact us to learn more or to schedule an appointment.
Telehealth
How does Telehealth work?
Telehealth visits are conducted via secure video conferencing. You’ll receive a link before your appointment to join from any device with a camera and internet connection.
Is Telehealth covered by insurance?
Most insurance plans cover Telehealth visits at the same rate as in-person visits. Contact your insurance provider to confirm your coverage.
What services are available via Telehealth?
Behavioral health: nearly all of our mental-health services — psychiatric evaluations, medication management, and follow-up visits — can be done by live video telehealth, starting with your very first visit. A regular phone call does not count as telehealth under Hawaii law (HRS §453-1.3), so a first telehealth visit is always by video. After you are established, some mental-health visits can be done by phone (audio-only): Hawaii law requires a video or in-person visit within the 6 months before your first phone-only visit, and within the 12 months before any later one (HRS §431:10A-116.3). If your plan is Hawaii Medicaid (QUEST), phone visits are limited to mental-health care at home, and QUEST requires an in-person visit within 6 months before your first phone visit and at least every 12 months after. Primary care and pediatrics: the first visit is in person at our Hilo clinic — this is our clinical policy — and many follow-up visits can then be done by telehealth.
Still Have Questions?
Our team is happy to help with any questions not covered here.
