FAQ

Where are your facilities located?

La Ventana has treatment centers in Thousand Oaks and in Agoura Hills. Our facilities include multiple houses and a centralized office.

How long do your treatments take?

La Ventana does not set hard deadlines on the length of our clients’ care. Since each client has a unique combination of mental disorders, physical complications, social networks, and long-term goals, our team formulates individualized treatment plans after completing the complimentary assessment. The treatments involved with the treatment plan and the client’s recovery progress will determine the length of treatment.

Do you provide detoxification services?

La Ventana’s detox center in Thousand Oaks provides comprehensive detox services. Our staff will remove harmful chemicals from the client, manage the client’s physical withdrawal symptoms, prescribe a treatment plan that address the root causes of the addictive disorders, and assist with the client’s reintegration into the community.

Do you offer flexible scheduling for your treatments?

La Ventana’s IOP services are available virtual and in-person five days per week, Monday – Friday, 9am – 12:30pm. And our sober living houses encourage clients to participate with their communities and retransition into their normal lives.

Residential treatment plans are on a 24/7 basis, and PHP participation is five days a week, Monday – Friday. Our team can make some accommodations for our clients, but these levels of treatment will not have their full effect without client’s full commitment.

Do you provide intervention services?

La Ventana’s clinicians can recommend intervention counselors that can set up interventions for clients struggling with their mental disorders.

Do you offer therapy for family members and friends of clients with mental disorders?

La Ventana offers weekly family immersion therapy sessions to re-establish healthy communication between the client and their family. These sessions will also educate the family regarding the nature of the client’s mental disorders. The family therapy sessions also occur every six months starting from the client’s discharge from La Ventana’s treatment plan.

Do you serve professionally prepared meals?

La Ventana serves a variety of the highest quality, professionally prepared meals that are all-natural, all-fresh, and health-focused. Meals are enjoyed together in the dining room at designated meal times. Food aversions and allergies are documented during the Admission process to better prepare for individual needs.

Do you revoke access to cell phones?

Upon admission to residential treatment, clients agree to surrender their phones for a 72-hour period to become immersed in the residence and learn daily therapeutic routines without distractions. During this 72-hour period, the phone is stored in a secure location. For more information, please see our list What to Bring to treatment.

Do you provide LGBTQIA2+ services?

La Ventana Treatment Programs is LGBTQIA2+ affirming with allies and welcomes those seeking treatment.

What is the No Surprise Act?

Your Rights and Protections Against Surprise Medical Bills

When you get emergency care or get treated by an out-of-network provider at an in-network hospital or ambulatory surgical center, you are protected from surprise billing or balance billing.

What is “balance billing” (sometimes called “surprise billing”)?

When you see a doctor or other health care provider, you may owe certain out-of-pocket costs, such as a copayment, coinsurance, and/or a deductible. You may have other costs or have to pay the entire bill if you see a provider or visit a health care facility that isn’t in your health plan’s network.

“Out-of-network” describes providers and facilities that haven’t signed a contract with your health plan. Out-of-network providers may be permitted to bill you for the difference between what your plan agreed to pay and the full amount charged for a service. This is called “balance billing.” This amount is likely more than in-network costs for the same service and might not count toward your annual out-of-pocket limit.

“Surprise billing” is an unexpected balance bill. This can happen when you can’t control who is involved in your care—like when you have an emergency or when you schedule a visit at an in-network facility but are unexpectedly treated by an out-of-network provider.

You are protected from balance billing for:

Emergency services

If you have an emergency medical condition and get emergency services from an out-of-network provider or facility, the most the provider or facility may bill you is your plan’s in-network cost-sharing amount (such as copayments and coinsurance). You can’t be balance billed for these emergency services. This includes services you may get after you’re in stable condition, unless you give written consent and give up your protections not to be balanced billed for these post-stabilization services.

State of CA

Consumers are no longer put in the middle of billing disputes between health insurers and out-of-network providers when seeking non-emergency services. Consumers can only be billed for their in-network cost-sharing (co-pays, co-insurance or deductible), when they use an in-network facility for non-emergency care.

Certain services at an in-network hospital or ambulatory surgical center

When you get services from an in-network hospital or ambulatory surgical center, certain providers there may be out-of-network. In these cases, the most those providers may bill you is your plan’s in-network cost-sharing amount. This applies to emergency medicine, anesthesia, pathology, radiology, laboratory, neonatology, assistant surgeon, hospitalist, or intensivist services. These providers can’t balance bill you and may not ask you to give up your protections not to be balance billed.

If you get other services at these in-network facilities, out-of-network providers can’t balance bill you, unless you give written consent and give up your protections.

You’re never required to give up your protections from balance billing. You also aren’t required to get care out-of-network. You can choose a provider or facility in your plan’s network.

State of CA

Beginning July 1, 2017, California law protects consumers from surprise medical bills when they get non-emergency services, go to an in-network health facility and receive care from an out-of-network provider without their consent. In this case, the law states that consumers only have to pay their in-network cost sharing. Medical providers are prohibited from sending consumers out-of-network bills when the consumer followed their health insurer’s requirements and received non-emergency services in an in-network facility. Facilities include hospitals, ambulatory surgery centers or other outpatient settings, laboratories, and radiology and imaging centers. Consumers following their health insurer’s requirements are protected from having their credit hurt, wages garnished, or liens placed on their primary residence.

When balance billing isn’t allowed, you also have the following protections:

  • You are only responsible for paying your share of the cost (like the copayments, coinsurance, and deductibles that you would pay if the provider or facility was in-network). Your health plan will pay out-of-network providers and facilities directly.
  • Your health plan generally must:
    • Cover emergency services without requiring you to get approval for services in advance (prior authorization).
    • Cover emergency services by out-of-network providers.
    • Base what you owe the provider or facility (cost-sharing) on what it would pay an in-network provider or facility and show that amount in your explanation of benefits.
    • Count any amount you pay for emergency services or out-of-network services toward your deductible and out-of-pocket limit.

If you believe you’ve been wrongly billed, you may call 1-800-985-3059 or contact https://www.cms.gov/nosurprises/consumers

Visit https://www.cms.gov/nosurprises for more information about your rights under federal law.

Visit https://www.insurance.ca.gov/01-consumers/110-health/60-resources/NoSupriseBills.cfm or http://www.insurance.ca.gov/01-consumers/101-help/index.cfm or more information about your rights under California State law.

Will I receive a good faith estimate?

You have the right to receive a “Good Faith Estimate” explaining how much your medical care will cost

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.

  • You have the right to receive a Good Faith Estimate for the total expected cost of any non-emergency items or services. This includes related costs like medical tests, prescription drugs, equipment, and hospital fees.
  • Make sure your health care provider gives you a Good Faith Estimate in writing at least 1 business day before your medical service or item. You can also ask your health care provider, and any other provider you choose, for a Good Faith Estimate before you schedule an item or service.
  • If you receive a bill that is at least $400 more than your Good Faith Estimate, you can dispute the bill.
  • Make sure to save a copy or picture of your Good Faith Estimate.

For questions or more information about your right to a Good Faith Estimate, visit www.cms.gov/nosurprises or call 1-800-985-3059

Please feel free to submit additional questions not listed on this page or follow-up questions to this page’s answers by filling out our online form, calling us at (800) 560-8518, or emailing us at admissions@laventanatreatment.com.

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