Frequently Asked Questions
🪷 VA Clients
Do I have to pay anything for my VA visits?
No. If your care is authorized through the VA’s Care in the Community program, there is no cost to you for your regular one-hour visits. The only time we bill separately is if you choose to upgrade your session — such as adding hot stones, CBD, or extended session time.
What happens when my VA referral runs out of visits or expires?
Our team tracks your visits and expiration dates closely and submits Requests for Additional Services (RFAS) to the VA to help avoid any gaps in care. That said, we encourage every veteran to know their own referral details — how many visits remain and when the referral expires. This collaboration helps ensure continuity of care and empowers you to stay informed. Please also remember to stay up to date on your PCM (Primary Care Manager) visits at the VA, as this affects your referral status. If you book an appointment that falls outside of your active referral dates or after your authorized visits have been used, the VA will not cover that visit. In those cases, payment will be your responsibility at the time of service.
What is the VA No-Show and Late Policy?
As part of the Veteran Patient Partnership Agreement, all veterans agree to the following expectations:
- If you cancel with less than 24 hours’ notice, do not show up, or arrive more than 15 minutes late and decline a shortened session, it is considered a No-Show/No-Call.
- After two (2) No-Show/No-Calls, we are required to discharge the veteran from care and notify the VA.
- Our therapists rely on their appointments being filled, and there are many people — veterans and other clients alike — waiting for open appointment times.
We understand that unexpected situations arise. A simple phone call or email as soon as possible allows us to adjust and fill your spot for another person seeking care. Thank you for being courteous to our therapists and to others who are also waiting for treatment.
Can VA clients book appointments online?
Yes, VA clients can book online. However, a credit card on file in our Jane system is required to confirm your booking. This card simply secures your appointment — your VA referral covers all authorized visits.
🌸 Healing, Philosophy & Communication
What makes Awaken Wellness different from other clinics?
We combine the skill of highly trained practitioners with a grounded, compassionate approach to care. Every session is tailored to your needs — treating symptoms while addressing root causes for lasting results.
What should I expect from my healing process?
Healing is a journey. You may feel immediate relief or notice gradual improvement over time. Your practitioner will guide you through this process and adjust your care plan as needed.
How can I get the most out of my treatments?
Stay hydrated, rest when you can, and be consistent with your visits. Your body heals best with regular care and attention.
What if I have feedback or a concern about my experience?
We welcome open and respectful communication. You can email or request a private conversation with a manager at any time. Your comfort, trust, and satisfaction are deeply important to us, and your feedback helps us continue to grow and serve better.
🩵 Scheduling, Appointments & Policies
How do I schedule or change an appointment?
We do not make or change appointments via email. If you see an opening online, please book through our online link or call us during business hours for assistance. This ensures appointments are accurate, confirmed, and updated in real time.
What are your business hours?
Business Hours:
- Monday: 2–8 PM
- Tuesday–Thursday: 9 AM–8 PM
- Friday–Saturday: 9 AM–4 PM
- Sunday: Closed
To reach the front desk:
📞 (410) 312-9922
✉️ awakenwellnesscolumbia@gmail.com
What is your cancellation policy?
We understand that life happens. If you need to cancel or reschedule, please provide at least 24 hours’ notice so we can offer your time to another client. Cancellations made under 24 hours without a valid emergency-type reason will be charged the full session fee. This policy helps us honor the time and preparation each practitioner devotes to your appointment.
How far in advance should I book?
Our practitioners book quickly! For massage therapy, we recommend booking three months in advance whenever possible. For acupuncture, booking two to three weeks ahead is usually sufficient.
Can I be added to a waitlist?
Yes! You can add yourself to the waitlist directly through our online booking system. If a spot opens, Jane will automatically send a text and email to everyone on the waitlist for that day or time. Appointments are filled on a first-come, first-serve basis, so please book online or call as soon as possible if you receive a notification. Massage appointments tend to go very quickly!
What if I’m running late?
Please call us if you’re running behind. We’ll do our best to accommodate you, but sessions will typically end at the originally scheduled time so we can stay on track for the next client. If your practitioner has additional time available, they may choose to extend your session at their discretion.
🪷Insurance
What types of insurance do you accept?
We are in-network with:
- Blue Cross Blue Shield
- Johns Hopkins Employee Health Plan (EHP)
- Optum (for VA referrals only)
We are out-of-network with Aetna, Cigna, and United Healthcare, but many clients have out-of-network benefits, which we are happy to check for you.
Do you offer self-pay or package options?
Yes. For those paying out of pocket, we offer discounted packages for multiple visits and introductory rates for new clients.
What payment methods do you accept?
We accept debit cards, all major credit cards, HSA/FSA cards, checks, and cash.
🌿 During Your Visit
What should I wear or bring to my session?
Your comfort always comes first. Wear clothing you feel relaxed in — your practitioner will always defer to whatever makes you most comfortable. For massage sessions, professional draping is used at all times to maintain your privacy and safety. You are always in control of your comfort level and how much you choose to remove. You don’t need to bring anything with you — just arrive ready to relax and receive care.
What can I expect during my first visit?
Your practitioner will review your health history, discuss your goals, and create a personalized plan. You’ll receive treatment during that same visit unless otherwise noted. If you’re a new client, please arrive 10–15 minutes early if you haven’t completed your intake forms online.
Will my practitioner be the same person each time?
Yes — we will never change your practitioner without your consent. Some clients prefer to see only one provider, while others enjoy having one or two trusted practitioners for flexibility when scheduling. We always discuss options with you before making any changes.
Can I request specific pressure or techniques?
Yes. We encourage open communication so your treatment feels safe, comfortable, and effective. Let your practitioner know your preferences at any time.
What is the etiquette around tipping?
Tipping is never required, but it’s always appreciated. For massage therapy, gratuities are customary and can be given in cash or through Cash App, Venmo, or other options listed at the front desk for each practitioner. For acupuncture, tipping isn’t typical, but if you feel moved to express extra gratitude, it’s always welcomed. A kind word, referral, or review also means a lot to our team.
Does acupuncture hurt?
Most clients feel little to no discomfort. The needles are extremely thin — about the width of a human hair — and many people find acupuncture deeply relaxing.
Can I combine acupuncture and massage?
Yes! Many clients benefit from combining the two. Your practitioner can help you decide the best timing and sequence for your individual needs.
What are the benefits of herbal or nutrition consultations?
These services complement your acupuncture or massage sessions by addressing deeper patterns that affect your energy, digestion, mood, and overall wellness. Your practitioner can recommend when these are appropriate for your care plan.