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We carry the risk.
You focus on your child.
Most behavioral health programs do not put their service standards in writing. We do.
Signed by Brian Carlisle, CEO for every family at admission.
This is a service guarantee — specific, written, and refundable. It defines what Horizon promises from the moment your adolescent admits through the seventh day after discharge.
Every commitment is something we control.
Every commitment is something we'll stand behind financially.
From admission through day seven post-discharge.
Every commitment in this guarantee is on the books from the moment your adolescent walks in our door. Within that window, a miss triggers the resolution pathway and, if confirmed, a full refund of your out-of-pocket costs.
After the window closes, our commitment to your family continues — alumni programming, longitudinal follow-up, lifetime community access — but these are program commitments, not refund triggers.
Day one
Named Care Coordinator, settled-in confirmation, treatment team introductions — all within 24–48 hours of admission.
During the stay
Weekly clinician calls, written treatment plan, daily care standards, and proactive family communication — every week.
Discharge + 7 days
Confirmed aftercare, 24-hour follow-up call, and a structured day-seven check-in to close the loop.
Eight areas. Every commitment in writing.
We don't promise outcomes — no program can ethically do that. We promise the path: specific, written standards for how we communicate, how we provide care, and how we treat your family.
One counselor from first call through admission day
A named admissions team member responds within 30 minutes during business hours. Insurance benefits verified within one business day. Written out-of-pocket estimate before you commit. No surprises on intake day.
Plain language, no surprise charges
Every billing statement includes a plain-language summary. No charge appears without prior written notice. When a carrier denies coverage, we file an appeal on your behalf within five business days — at no charge to you.
Daily oversight. Weekly psychiatric review.
Vital signs twice daily, weekly psychiatric review, medication only as prescribed. Any medication change communicated to you the same day it's ordered. We do not use physical restraint — categorically.
Weekly clinician calls. Written treatment plan within 72 hours.
You speak directly with your adolescent's primary clinician once a week. A written initial treatment plan is in your hands within 72 hours of admission. A refined multidisciplinary plan follows within seven days.
One person who coordinates everything
Your named Care Coordinator reaches out within one business day of admission. They initiate a check-in every week of the stay — even when there's nothing new. When a question crosses departments, they navigate it so you don't have to.
Documented standards for how your child lives here
Five hours of structured programming daily. Meals reviewed by a registered dietitian. Quiet hours enforced. Birthdays recognized. Linens changed weekly. Every standard is written, not just implied.
Weekly virtual visits, on time
Scheduled visits begin within five minutes of the scheduled start. If your adolescent declines, a staff member still joins to meet with you. Photos with your consent within two business days — and weekly thereafter.
Your child doesn't leave until aftercare is confirmed
Discharge planning begins in the first week of admission. A confirmed first aftercare appointment — named provider, specific date — is in place before discharge. A written discharge summary reaches you within five business days.
What we don't promise
Naming what isn't in the guarantee is part of what makes it real.
Recovery depends on your adolescent's history, willingness to engage, your family system, the post-discharge environment, and variables no single program controls. No program in this space can ethically promise what a child becomes. We won't pretend otherwise.
Natural disasters, severe weather, or public health orders that require us to alter operations are outside our operational authority. When one affects a specific commitment, we notify you in writing within 24 hours.
We will advocate fiercely on your behalf — and we guarantee we'll file the appeal. But the carrier's coverage decision is not ours to control.
When a clinical assessment identifies that another setting would serve your adolescent better, we say so — even when it means we're not the right fit right now.
1.) The Concern is raised
You notify your Care Coordinator, Financial Counselor, or admissions counselor in writing. Email is fine. The CEO escalation pathway is also available — directly, if standard channels haven't resolved it.
2.) Written acknowledgement within two business days
The acknowledgment names who is reviewing the concern, what the next step is, and the expected timeline. Not a form letter — a named person.
3.) Investigation and Written response within seven days
Plain language: what we found, whether we missed a listed commitment, who is accountable, and what we're doing about it.
4.) If we missed — We refund
Full refund of the out-of-pocket your family has paid. No additional validation. No additional approvals. Processed within seven business days.
A clear path, not a runaround.
If you believe we've missed a commitment — or if we catch a miss internally — the same four-step resolution pathway applies.
Your child's care continues if you want it to.
The decision about money and the decision about treatment are separate. You do not have to leave to receive the refund. You do not have to accept what we delivered to keep your child in the program.
We carry the risk. You focus on your child.
When The guarantee ends.
Our commitment doesn't.
Past the seventh day post-discharge, our work with your family continues.
These are program commitments — not refund triggers — but Horizon stands behind them operationally.
Structured contact at 30, 90, 180, 270, and 360 days post-discharge, then annually.
Parent-to-parent matching, facilitated meetings, family alumni days, and a non-clinical parent education series.
If your family needs additional support after discharge, a structured consultation to determine next steps — no charge.
Quarterly in-person alumni and family events, plus a published cadence of recurring alumni gatherings.
The adolescent and family retain lifetime access to the Horizon alumni community.
Monthly alumni newsletter and spotlight, keeping families connected long after the residential stay.
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Ready to talk about what's right for your family?
Our admissions team responds within 30 minutes during business hours. Start with a conversation — no commitment required.
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