• Requesting access to health care records
• Contacting the state licensing authority
• Filing a consumer complaint

How to Request Your Health Care Records

Current and former clients may request copies of their counseling and mental health records maintained by The Well Counseling & Consultation PLLC. Requests must be submitted using the Records Request Form available at the following link :

Requests may be submitted using one of the following methods:

Email preferred
kayla.lupo@oaksofrefuge.com

Mail
250 Williford St. Fairfield, TX 75840

In person
By appointment only

Office phone
(903) 308-0191

To help prevent delays, please include the following information with your request:

• Client full legal name and date of birth
• Current phone number and or email address
• Description of records requested including specific dates if applicable
• Preferred method of delivery such as secure electronic delivery, mail, or in person pickup
• Client signature and date

If records are requested on behalf of another individual, documentation verifying legal authority is required. Examples include guardianship documentation or medical power of attorney.

Identity verification may be required to protect client privacy and confidentiality in accordance with applicable state and federal laws.

Licensing Authority Information

Counseling services at Oaks of Refuge may be provided by Kayla Lupo, LPC-Associate, under supervision as required by Texas law (Supervisor: Dr. Cassie Reed, LPC-S).

The licensing and disciplinary authority for Professional Counselors in Texas is the Texas State Board of Examiners of Professional Counselors, operating under the Texas Behavioral Health Executive Council (BHEC).

If you have a concern related to counseling services provided by Kayla Lupo, LPC-Associate and/or supervision provided by Dr. Cassie Reed, LPC-S, you may contact BHEC and/or file a complaint using the information below.

File a complaint with BHEC (Professional Counseling)

BHEC requires complaints to be submitted using the Council’s complaint form.

Submit the completed complaint form by:

• Email: Enforcement@bhec.texas.gov

• Mail: Texas Behavioral Health Executive Council (BHEC), Enforcement Division, 1801 Congress Avenue, Suite 7.300, Austin, TX 78701

Complaint referral phone (24-hour, toll-free): 1-800-821-3205
Main line: (512) 305-7700

Important note: Complaints generally require a signed complaint form so the Enforcement Division can review the matter (confidentiality may be limited within the complaint process).

Questions regarding licensure or professional regulation may be submitted through the Council’s website:

Contact Us

When submitting an inquiry, select Licensed Professional Counselor as the license type.

Filing a Consumer Complaint
Clients or members of the public who wish to file a consumer complaint may do so through the Texas Office of the Attorney General Consumer Protection Division.

Complaints may be submitted online at:

https://www.texasattorneygeneral.gov/consumer-protection/file-consumer-complaint

When submitting a complaint, include relevant dates, names, and any supporting documentation if available.

Questions Regarding House Bill 4224
For questions related to House Bill 4224 or consumer access requirements under Texas law, Texas Health and Human Services may be contacted at:

HCR_PRU@hhs.texas.gov