Purpose
Headway is committed to providing safe, respectful, and effective care to everyone who uses our platform. These Community Standards describe what we expect from every patient using Headway's services, in order to maintain a safe, respectful, and therapeutic environment. They apply to all interactions with your provider and with Headway's team, whether in a session, in writing, by phone, or through the platform.
These standards apply only to the extent your provider or you use Headway’s platform or services. Please see the Platform Terms of Service for additional terms applicable to you as a user of Headway’s platform. While using Headway’s platform or services, your provider is entitled to adopt additional standards of conduct that do not conflict with these Community Standards.
By using Headway, you agree to follow these standards. Violating these standards may result in corrective action, up to and including loss of access to care through Headway's platform.
What we expect from you
- Participate actively in your care. Engage in treatment to the best of your ability — attend your scheduled appointments, follow agreed-upon treatment guidelines, and communicate openly and honestly with your provider. Repeated failure to follow treatment guidelines can disrupt your own care and, in group settings, the care of others.
- Treat your provider and Headway's team with respect. Treat everyone with respect and courtesy, maintain appropriate personal boundaries, and communicate any concerns or dissatisfaction respectfully with your provider or Headway's team. This means avoiding:
- Verbal aggression — yelling, threats, inappropriate language, excessively demanding behavior, or insults directed at staff or other patients
- Physical aggression — any form of violent behavior or threat of violence, including hitting, shoving, or intimidating gestures
- Property damage — intentionally damaging or destroying property belonging to Headway or its contracted providers
- Boundary violations — inappropriate physical contact or invasion of personal space, inappropriate or excessive communication (including on social media), or stalking behavior
- Harassment, discrimination, intimidation, or misrepresentation directed at staff, providers, or other patients
- Do not seek medications inappropriately. Medication-seeking behavior is not permitted, including:
- Exaggerating or fabricating symptoms to obtain medication
- Requesting specific medications, particularly controlled substances, without clinical need
- Tampering with or altering prescriptions
- Seeing multiple providers with the goal of obtaining duplicate or additional prescriptions for non-medical reasons
- Do not commit fraud. You must not knowingly engage in medical, insurance, or identity fraud.
- Do not misrepresent your ability to consent to treatment for yourself or a minor or adult dependent.
- Meet your financial obligations. Understand and fulfill any payment, copay, or other financial responsibilities related to your care.
Consequences of violating these standards
Adverse behavior — conduct that is disrespectful, harmful, threatening, or disruptive, or that poses an immediate physical or interpersonal threat to Headway's team or providers — will not be tolerated.
Violating any of these Community Standards may result in corrective action, up to and including loss of access to care through Headway's platform, consistent with applicable law and Headway's policies.