How Catalpa services are currently impacted by the COVID-19, plus up-to-date Questions and Answers: 

Note: You’ll find the forms you need for telephone or video therapy here.

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CURRENT UPDATE – APPLETON CLINIC — 07/01/2020 

The Catalpa team continues to made decisions regarding face-to-face visits with guidance and recommendations from the CDC, Wisconsin Department of Health Services, and our professional organizations and associations. If there are changes to this based on your personal treatment plan, your provider or a Catalpa team member will communicate this with you directly.

There is currently no set date to resume in-person services at this time at our physical locations. We will continue to monitor and assess the situation using the guidelines indicated above. If you are receiving care at our Appleton clinic locations, face-to-face services will not resume in the 442 and 444 N. Westhill Blvd. locations. These clinic spaces will officially move to one new location, 4635 W. College Avenue, as of Monday, August 3, 2020. While we’re eager to visit with you in this new space, please continue to schedule and plan for telehealth visits until changes are communicated by your provider or another Catalpa team member.

Please note that to accommodate the clinic move and final IT and technology transitions, ALL Catalpa Health locations will be closed and not providing services (including telehealth) on Friday, July 31. Please plan ahead for medication refills and other needs. 

Find regular updates online at www.catalpahealth.org and on our Catalpa Health Facebook page. For questions or concerns, please contact us at 920.750.7000.

Please note: a letter was mailed with this information to all Catalpa clients the week of July 1, 2020. To view a copy of the note in its entirety, please click the preferred translated version below:

Catalpa Client Letter – English

Catalpa Client Letter – Hmong translation

Catalpa Client Letter – Spanish translation

We are here for you, every step of the way.

 5/18/2020 

With the slow re-opening of our community, we want to remind everyone that all Catalpa Health physical clinic locations remain closed until further notice.

We are still open and operating effectively for appointments through telehealth services. The Catalpa Health team continues to evaluate clinics reopening based on medical guidance on what is safe for all the kids and families we serve, our community and our team members.

Please call our Catalpa Access Line at 920.750.7000 to schedule an appointment or to learn more. We are available and ready to help you every step of the way during this time of uncertainty.

Be well and stay safe,

The Catalpa Team

4/25/2020 (scroll down for Q&A)

With the extension of Wisconsin’s Safer at Home order, all of Catalpa’s physical clinic locations will remain closed until Tuesday, May 26.

In the meantime, however, all therapy and psychiatry services for both current and new patients are being offered safely and effectively via telehealth. Please call our Catalpa Access Line at 920.750.7000 to schedule an appointment or to learn more.

Most importantly, know that we are available and ready to help you every step of the way during this time of uncertainty.

Be well and stay safe,

The Catalpa Team

4/8/2020 (scroll down for Q&A)

TELEHEALTH VISITS NOW OFFERED

We are offering telehealth appointments via Video web chat or Phone.

A Catalpa team member will be calling you a few days before your scheduled visit to ask whether you want a video chat or a phone call. You do not have to call us to tell us, unless your preference changes.

We appreciate your patience as we have set this up.

If you have a previously scheduled appointment, your appointment will happen at the scheduled time

 Steps for a Video Visit (at least 15 min before the appointment time):

• Use your computer, tablet, smartphone or other device that is equipped with a camera and microphone (usually these are built into the device).
• Use Chrome, Firefox, or Safari browsers
• Go to Catalpahealth.org
• Click “Our Providers” at the top
• Scroll down and Click on your provider’s picture
• Scroll down and Click “Start a telemedicine call with (provider)” inside the white box
• On the Doxy.me site that pops up, enter the client’s name and click “Check-in”
• You are now in a virtual waiting room and waiting for the provider to finish with their last patient and accept your video chat to start

Click here for a step-by-step video of how this process works!

 If you have technical difficulties, don’t worry. Your provider will call you instead as a backup at your preferred phone number
 If we have not connected after 15 minutes past your scheduled time, please call our main number for help: 920.750.7000.

 IMPORTANT: In order for a video chat to work, your device must allow the browser you use to have access to your camera and microphone. Usually a pop up window will ask you to allow this, but on some devices you have to activate settings another way. This can take time to figure out. Please try out the steps above a few hours or a day before your visit (stopping before you actually check the client in).

 Steps for a Phone Visit:

• If you do not have a device to do a video chat, or you would prefer a phone call instead, that is acceptable for most visits.
• Your provider will call your preferred number on file at the scheduled visit time. This may come from a “Blocked” or “Unknown” number. So please pick up at the visit time.

If you are already a client and wish to schedule a new appointment:

 Call our Catalpa Access Line – 920.750.7000

If you are a new family to Catalpa:

 Call our Catalpa Access Line – 920.750.7000 and ask for an initial assessment appointment.

3/25/2020 (scroll down for Q&A)

Governor Evers has issued a “safer in place” ruling that requires that we will keep our clinics closed until April 24, unless that order is changed by him.

For the safety of our patients and families, our team, and our community, we will continue to remain closed for face-to-face visits until April 24^th.

Until April 24^th, we are continuing to offer telephone-based services for follow up therapy and psychiatry appointments, and we are exploring the use of video to enhance telephone services as well. (Click here to read our “Informed Consent for Telehealth Sessions” for more details about how this will work.)

If you have an appointment scheduled for any mental health service prior to April 24^th, you can expect to receive a call to discuss options related to your continued care and how we can best meet your needs.

If you have not heard regarding an appointment within 48 hours of the appointment, please call us at (920) 750-7000.

Most importantly, know that our team is available and committed to your mental health and wellness during this time of uncertainty. We welcome you to contact your provider as needed through MyThedaCare.org or by calling (920) 750-7000.

Be well,

The Catalpa Team

Original post — 3/16/20

Catalpa Families,

We have determined that the best way to balance the needs of our patients while protecting community health and helping to flatten the COVID-19 transmission curve is to provide services to our patients over the phone.  We will close our physical clinic locations effective at the end of day today (Monday, 3/16), and we have begun the process of contacting families. We expect that we’ll open on April 6, but we will keep you informed as the situation continues to evolve rapidly. You can also find updates on the Catalpa Health Facebook page and here on this page.

If you have a MyThedaCare account, you can utilize this to communicate with your Catalpa provider.  This is the BEST way to connect with your provider.

You also can reach our call center at (920) 750-7000.  Please understand that due to anticipated high call volumes you might have to leave a message. We will respond to your need in the most appropriate way as quickly as we can.

Please note that in order to have our team members work from home, they may be using phone equipment that does not have all of the built-in security standards as the equipment in our office. This adds a slight privacy risk for these interactions. If you do not want to take this risk, please let us know. We will honor that preference, but ask you to realize it may impact who and how quickly we can respond to your need. Please note that calls from us will be coming from a blocked phone number.

In an emergency, please contact 911 or your county crisis hotline.

We value you and your family, and we ask for your patience and partnership as we work together to serve you during this unprecedented situation.

Be well,

The Catalpa Team
3/16/2020

Questions and Answers

Q: What does it mean if I have a regularly scheduled appointment between now and April 6?

We continue to work through what the process looks like to provide you the best possible care remotely. We are awaiting guidance from the Wisconsin Department of Health Services on how to do telehealth visits for your already scheduled appointments. You can expect a call from your provider to discuss options for meeting via telephone (if an option based on your individual needs), rescheduling or canceling until your next in-person appointment. Please stay tuned to our Facebook page and/or this webpage for additional updates once we receive them. (posted 3/17/20)

Q: Can I still reach my psychiatrist for medication refills?

Yes! Catalpa’s entire staff of prescribers and nurses are available to respond. You can contact providers in two ways:

1)      Login through your existing MyThedaCare account. This is the quickest way to access your provider.

2)      Contact our main office number at 920.750.7000 to be connected with your provider. We are anticipating higher than usual call volumes, so know that if you are calling in you may be required to leave a message. We’ll get back to you as quickly as possible.

Federal law still dictates that we can only prescribe certain medications 30 days at a time, so please note that we are still required to follow these guidelines and are monitoring closely in the event of any changes. (posted 3/17/20)

Note: We’ll continue to post Q&A here and on our Facebook page, so please check back occasionally to see what’s new.

Phone Contact Information

Phone: 920.750.7000 (Catalpa Access Line – 8 am-4:30 pm, Monday-Friday)
Toll Free: 877.235.9777

Fax Numbers:

444 Westhill    920.882.5495
442 Westhill    920.882.5385
Med Records  920.882.0857
Call Center      920.882.5484
Nursing            920.882.0225
Pre-Authorization     920.364.2451
Oshkosh Clinic         920.651.0272
Waupaca Clinic        715.258.0995

Billing/Payment Questions: 920.750.7000. Press 2 if the date of service was before Feb. 1, 2020. Press 3 if the date of service was after Jan. 31, 2020.
Hours: 8:30 am-4:30 pm (Central time)

Medication Refills: 920.750.7013 (available to leave a message 24/7) — Please speak slowly and clearly, with this information: your name and relationship to the client, spelling of the child’s first and last name, date of birth, doctor’s name, medication with current dosage, and name of the pharmacy where you would like the prescription renewal sent.

Online Payments: To make an online payment, click here.

Our Appleton location

4635 W. College Ave
Appleton, WI 54914

Appleton office hours:

Monday:  7:30 am – 7 pm
Tuesday: 7:30 am – 6 pm
Wednesday: 7:30 – 5:30 pm
Thursday: 7:30 am – 6:45 pm
Friday:  7:30 am – 4:30 pm

Our Oshkosh location

540 N. Koeller St. (just east of I-41, south of the Dairy Queen)
Oshkosh, WI 54902

Oshkosh office hours:

Monday:  7:30 am – 6 pm
Tuesday:  7:30 am – 6:15 pm
Wednesday:  7:30 am – 6 pm
Thursday:  8 am – 4:30 pm
Friday:  8:15 am – 2 pm

Our Waupaca location

815 W. Fulton St, Suite 6 (in the Waupaca Woods Mall)
Waupaca, WI 54981

Waupaca clinic hours:

Monday: 8:15 am – 4:15 pm
Tuesday: 8:15 am – 5:15 pm
Wednesday: 8:15 am – 4:15 pm
Thursday: 8:15 am – 4:15 pm
Friday:  8:15 am – 12:15 pm