Getting Help

If you or a loved one is seeking treatment at The Healing Connection, the first step is to contact our office manager for a free and confidential phone screening at 585-641-0281.

The purpose of the phone screening is to ensure The Healing Connection can provide the correct level of care and to offer assistance in obtaining insurance benefits and a primary care provider (PCP) if necessary.

Patients without a PCP will be referred to the Western NY Comprehensive Care Center for Eating Disorders Case Manager to assist in obtaining a PCP.

If it is determined that The Healing Connection cannot provide the appropriate level of care for you, we will work with you to find alternative treatment options.

Below you can find an outline of the general intake process and required documents. Specific requirements may vary depending on the insurance provider. For all admissions and insurance questions, we welcome you to call us at 585-641-0281 between 8 am and 4 pm, Monday through Friday.

The Healing Connection (THC) Intake Process


What You’ll Need

1. Initial Phone Screening

Within 24-48 hours of initial contact, we conduct a phone screening with the patient. Patient (or parent of minor) provides signed consent for medical release of information via fax or scan.



  • Insurance card
  • Driver’s license or ID

2. Medical Records Gathered for Review, including:

  • Summary of treatment from Mental Health provider (if applicable)
  • Progress note/summary of care from PCP
  • Findings from recent physical exam (within past month) from PCP
  • Results of recent lab work (within last 2 weeks) from PCP
  • Medical clearance from PCP or the Child and Adolescent Eating Disorder Program at Golisano Children’s Hospital, if patient has been treated there.


  • Physical exam (within past month)
  • Lab work (within past 2 weeks)


If unavailable, please schedule necessary appointments.

3. Follow-up Evaluations  - In some cases, Clinical Director may request that patient receive additional evaluations, e.g., chemical dependence.



If needed, schedule requested evaluations.

4. Clinical Review - Clinical Director reviews patient file to determine whether partial hospitalization is appropriate level of care for patient.

Concerns as to whether partial hospitalization is the appropriate level of care for patient are discussed with patient’s PCP and referring behavioral health therapist.


Review cannot begin until Office Manager has received results of physical exam, lab work, and additional evaluations (if requested).

5. Schedule Intake Evaluation - Following approval for intake, Office Manager will contact patient/parent[s] to schedule in-person Intake Evaluation

Parents of adolescent patients should plan to attend interview with child.

Out-of-town patients should make travel arrangements. Contact our office manager for information on discounted lodging options.

6. Intake Evaluation - Patient (and parent[s] of minors) arrive at THC facility for Intake Evaluation; during appointment:

  • Patient given tour and description of facility
  • Patient is interviewed (for adolescent patients, interview is conducted with patient-only first, after which parent[s] join to provide information)
  • Patient/parent[s] completes financial and medical release forms
  • Patient completes treatment packet; parents receive separate packet to be completed and returned at later date
  • Treatment expectations are reviewed

If tutoring services are needed, the parent is provided written material and contact information for our BOCES tutors.

7. Begin Program - Depending on status of patient meeting admission criteria and insurance requirements, patient may begin program the same day

  • If immediate intake is not possible, admission or decision date is set

Typically, patients/parents will be advised in advance as to whether their insurance permits immediate intake into program following interview; patients should be prepared to begin treatment that day, if possible.