If you or a covered family member is suffering from a behavioral health (BH) (mental health or substance use disorder) condition, we’ll help you get the right care. Your plan covers outpatient counseling, and inpatient mental health and substance use disorder services.
1. Stay in-network
You need to see a Tufts Health Direct in-network provider for counseling services. You do not need a referral from your primary care provider (PCP). But your PCP may be able to help you find a professional who offers services near you.
2. Choose a provider
Visit our provider search tool to see a list of in-network providers in your area. If your PCP gives you the name of a specific provider, make sure he or she is a Tufts Health Direct in-network provider.
3. Consider whether you prefer BH telehealth or in-person therapy
What’s the difference? Both offer therapeutic counseling with a licensed therapist who provides similar benefits with different delivery methods.
Telehealth therapy allows for remote sessions through video calls, chats, emails or phone calls, providing convenience and accessibility. Options like texting and emailing, give you the flexibility to connect with a therapist when feelings or concerns arise. Writing your thoughts and feelings down may also help you process your emotions. Remote options provide access to therapeutic support that may remove transportation/commuting barriers to in-person therapy sessions. Connecting virtually can lower social anxieties associated with sharing physical spaces with others.
In contrast, in-person therapy involves face-to-face sessions in a physical setting, promoting a more direct connection.
Consider your personal preferences, comfort using technology, therapeutic needs and the nature of your concerns. According to a study on teletherapy, patients and mental health professionals found counseling online effective. In fact, virtual appointments had higher attendance rates compared to in-person sessions.
Need help?
We have a BH service navigation program that can provide you with personal support from the start. To learn more about the program call 888-257-1985 (TTY: 711) and ask to talk with a BH service navigator or click here. A BH service navigator can provide you with a list of providers and help you make your first appointment.
4. Make an appointment
Call a provider and make an appointment. You may need to call a few providers to find one who has openings that fit your schedule. Your provider is responsible for notifying Tufts Health Plan of your appointments.
Emergency care
If you believe that you need immediate inpatient care, go to the nearest emergency room (ER) for an evaluation. Or, if you are unsure about what level of care would be best for you:
1. Talk to your PCP or your outpatient therapist
Have a discussion with your current providers if you believe you may need inpatient treatment. You’ll need to have an evaluation by a BH specialist who can confirm that inpatient care is the best level of care for you.
2. Call us
If you need help getting an evaluation or finding an in-network facility that provides the services you need, our BH service navigation teams can help. They are available Monday to Friday, from 8 a.m. to 5 p.m. To talk with a BH service navigator, call 888-257-1985 (TTY: 711) and ask to talk with a BH service navigator or click here. Our BH service navigators can help you throughout your healing journey.