Member FAQs

At Ayana your privacy and safety are always the first consideration. We go to great lengths to ensure that you and your data are stored safely and confidentially. Our technology is fully HIPAA compliant and your safety is our #1 priority. All of your chat data is encrypted on the servers, and all communication between our software and the servers is encrypted. For more information, please see our Privacy Policy. Please note the following: • All information shared with your provider is strictly confidential. If you desire any of your information to be shared with a third party, please inform your provider. You will need to complete and sign an authorization form before your information will be released. • We do not work with any insurance companies or other third party companies so we do not need to file or report any of your information. • We never record video sessions. • We never sell your information for marketing purposes.

• When you initially inquire about services, we only ask for your first name and email address. Your first name can be a nickname. • When you decide to obtain mental health and support services, we will ask you for your contact information (including current location and an emergency contact) for emergency situations only. This information is kept confidential and is securely stored. This information will only be used if there is a concern for your safety or others. • Providers may ask for additional specific information as required by law and their licensing board. • Minimal confidential information will be needed for payment purposes (i.e., credit card information).

Providers at Ayana are licensed, trained, experienced, and accredited psychologists (PhD / PsyD), marriage and family therapists (LMFT), clinical social workers (LCSW / LMSW), or licensed professional counselors (LPC). All of our providers have a Masters Degree or a Doctorate Degree in their field. They have been qualified and certified by their state's professional board after successfully completing the necessary education, exams, training and practice. While their experience, expertise and background vary, they all possess at least 2 years of post-graduate degree experience and 2,000 hours of direct clinical experience. The providers in our network service a wide variety of specialties including addictions, anxiety, depression, trauma, relationship issues, and many more.

Yes - our team will provide you with up to three matches based on your matching questionnaire. If for some reason, you feel like the providers are not a good fit, you may request new matches.

Services are provided by independent contract providers who are licensed and/or certified to provide services. The providers are not employees of Ayana so they are not managed, directed or supervised by Ayana. Our role is to ensure that you are matched with your ideal provider and that we host services on a HIPAA compliant platform.

The matching process depends on the availability of providers in your area. In general, we match you with a provider within two business days.

Absolutely! Your matched provider will remain the same unless you request another provider or your provider no longer continues as an Ayana provider.

• Once you are matched with a provider, you will be able to use the Ayana platform to begin your video sessions. You can also chat with your provider for routine matters like rescheduling appointments or quick between session check-ins. These chats do not replace the video sessions. • In order to have a live video session with your provider, you have to schedule a time at least 24 hours in advance to make sure that both you and your provider are available. At the scheduled time, you are able to log in at least 15 minutes prior to the start of your video session. A prompt will allow you to immediately begin the video session and both you and your provider will be able to see each other virtually via video chat (similar to Zoom/Skype).

All you need is your PC or Mac. We recommend using the most updated version of Google Chrome. For the app version of the platform that will be available within the next few months, a smartphone or tablet is best to use.

You are able to rejoin Ayana at any time. You can continue receiving services with the same provider as long as that provider is still available.

There is no limit to how long you can receive services through Ayana Therapy. Additional costs may apply for employer sponsored services.

Ayana does not currently accept insurance. We also do not submit claims to health insurers including Medicare or Medicaid plans. Ayana is considering accepting insurance later this year.