Mental Health Professionals FAQ

Do you offer a HIPAA-compliant phone line?

Standard telephone calls made via Spruce are compliant with the technical requirements of HIPAA, and Spruce stores any voicemails left for you in a way that is compatible with HIPAA.

Do you offer HIPAA-compliant texting?

Yes, Spruce can be used in a HIPAA-compliant manner, provided that you have requested and signed a business associate agreement (BAA) with us.

Communication through standard channels (e.g., email or texting) that occurs over Spruce can also be HIPAA-compliant, but this is situation-dependent; we wrote a white paper on the topic, which if you'd like to read you can message us in Spruce Support.

Do patients need an app to text me?

Nope! There are two ways for patients to message with you: download the secure messaging app or text your Spruce number like they would with any other number.  If your patient prefers to text, we recommend getting your patient's consent in communicating via a standard method, which we cover in our white paper on HIPAA. Message us in Spruce Support for the white paper.

Do you sign a business associate agreement (BAA)?

Yes! We sign BAAs with any of our paid plans. Once you've created a Spruce account, reach out to us via the Spruce Support thread in the app to indicate your paid plan of choice and we'll help you get signed up. Once you've signed up for a subscription plan, we'll send a BAA over for you to sign.

Can I keep the number I have now? Can I port my number?

Yes! We offer porting with any of our paid plans and have helped many providers port their existing number into Spruce from a range of carriers.

Once you have checked out for a paid account, you will have the opportunity to kick off a port process. You can also contact us via Spruce Support within the app to request a port at any time.

What does porting involve?

Once you have checked out for a paid account, you will have the opportunity to request a port process. You can also contact us via Spruce Support within the app to request a port at any time. Once you’ve let us know you are interested in porting, we'll send you a form to fill out to gather all the required paperwork to submit to our service provider.

Once we've submitted the necessary paperwork, we'll let you know of your scheduled port date, usually a week or so from submitted date. On the port date, the porting process should take 1-2 hours. After it's completed, we'll test your number by texting and calling to make sure everything was ported over smoothly.

Can you do video calling / telemedicine?

Yes! We offer HIPAA-compliant video calling as part of our Communicator plan. You can call your patient directly from the Spruce app, on your mobile device or desktop.

We also have our Spruce Visits as part of our Digital Practice plan. Spruce visits are adaptive clinical questionnaires that can be used for new patient intake, remote management of routine conditions, and/or follow-up.

I’m adding an assistant to my practice - how does that work with my Spruce account?

Spruce is perfect for teams. If you are adding an administrative assistant to your practice, you can invite them to join you on Spruce as a teammate. This will allow them to receive/make calls on your behalf (e.g., while you are in session), as well as read/send messages to clients from your Spruce number.

If you are currently on our Solo plan, please keep in mind that your plan limited to single-user accounts only. You will need to upgrade to our Communicator plan and add an additional seat when your assistant joins. That means that if you were previously paying $24/month, you will need to pay $49/month/user x 2 = $98/month.

I’m adding another therapist to my practice - how does that work with my Spruce account?

First, congratulations on growing your practice!

When adding a second therapist to your practice, you have two options on how to have your new therapist use Spruce.

Option 1: Your new therapist simply starts their own Spruce account, completely separate from yours. They will be able to claim their own Spruce number and manage their own inbox of clients. This is a clean way to keep your client communication separate. The other therapist can even choose their own plan - Solo, Communicator, Digital Practice - which could be different than yours. The main downside of this option is that there are some limitations to how you and your colleague collaborate on clients or ‘cover’ each other. For instance, if you are on vacation, you will be able to forward your Spruce number to your colleague. However, given that your Spruce accounts are separate, you will not be able to access any voicemails that are left for them or message their clients from their Spruce number.

Option 2: You add the new therapist to your Spruce account as a ‘teammate’. Under this option, your colleague could get their own Spruce number (or port in an existing number) or share your number - it’s up to you. You and your colleague would share a Spruce inbox, which allows you to collaborate on clients and ‘cover’ each other. Similarly, we could set up a phone tree for your practice that gives clients the option to ‘press 1’ to connect to yourself and ‘press 2’ to connect to your new therapist.

If you prefer the second option, please keep in mind that our Solo plan is limited to single-user accounts only. If you are currently on our Solo plan, you will need to upgrade to our Communicator plan and add an additional seat. That means that if you were previously paying $24/month, you will need to pay $49/month/user x 2 = $98/month.

Where do I listen to my voicemails?

Your voicemails are captured in the Spruce app, within the patient's standard conversation. In this way, patient voicemails are not captured on your cell phone or desk phone but instead all patient communication is captured in a single place.

Can I use Spruce on the desktop?

Yes! Spruce is available on the web, iOS and Android. Once you've created an account on any of these platforms, you can just log in with your existing email and password if you switch between platforms.

For web, you can just navigate to https://app.sprucehealth.com and click on "Log in to existing account" to access your inbox.

How do I get started?

Just create an account on Spruce and you'll automatically be started in a 14-day trial, no credit card required. Once you've created an account, you'll see the Spruce Support conversation in your inbox.

You can test our the features for a bit or if you want to move forward immediately, tap or click on the Spruce Support conversation and write us a message! Let us know what plan you'd like move forward with (our plans are month-to-month with no obligations) and we'll help you get signed up.

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