Hello and Welcome to Pelago!
Congratulations on taking this journey to a healthier, happier you — and becoming opioid free!
This guide is meant to help you understand everything that is available to you throughout your journey — who your care team will be, what the program entails, how to use the app and everything you will need to know about medication, if you choose to explore medication options.
If you are having any issues, have questions or would like to ask over the phone, please contact Member Support directly at members@pelagohealth.com
Program Overview
Convenient and personalized
Let us work around your schedule. Our program is fully virtual, delivered via a convenient app, meaning you can achieve goals at a pace that works for you.
100% confidential
Get peace-of-mind with a completely anonymous and confidential program. Only you and your personalized care team will know you’re in the program — not your employer.
Cut back or get treatment
Achieve your individual goals with a personalized treatment program (and industry-leading success rates to boot).
Kind to your wallet
Save money by getting the best treatment for your substance use. Whether you’re looking to cut back or stop entirely, our program is free to you and covered by your benefit provider.
General Overview
Evaluation by a licensed healthcare provider, assessment for medication assisted therapy, and ongoing medication management visits for up to 12 months or longer
Text Chat Support within the Pelago App
A dedicated Member Support Team to help along the way.
A flexible, personalized behavioral therapy program guided by a counselor, based on the principles of Cognitive Behavioral Therapy (CBT), over the course of 3 to 12 months.
Your Personal Care Team
Healthcare Provider
Your Healthcare Provider is a qualified Physician or Nurse Practitioner who will help to facilitate the medication portion of the program, if you choose to include this option in your journey. You will meet with them regularly over video to receive ongoing medication support.
Counselor
Our Counselors provide highly trained guidance and support via in-app video/audio and chat messaging throughout your journey. You will meet with your counselor on a monthly basis for personalized treatment planning, completing at home urine drug screens and any other needs you may have. They will provide support when you need it, facilitate your conversations, help you set goals, and create a plan to stick with.
Member Support Team
Our dedicated member support team is available to resolve your needs as they arise. This team can assist in any app issues, prescription questions, and scheduling needs. They are committed to ensuring you receive the best support possible. Our team is available by email or phone. Hours: Monday- Friday 8am - 8pm EST | members@pelagohealth.com | 877-349-7755
24/7 Care + Support Hotline: 855-699-6741
To ensure that you will have access to care at all times, we also offer a complimentary Live Care Hotline, available 24 hours a day, 7 days a week, to all members.
If you find yourself in need of support after hours (8am-8pm EST) please call our Hotline at 855-699-6741
Cognitive Behavioral Therapy
What is Cognitive Behavioral Therapy (CBT)?
Cognitive behavioral therapy (CBT) is one of the most common and best studied forms of therapy. Pelago content is designed with CBT in mind.
The basic principle is always the same: what we think, how we feel and how we behave are all closely connected – and all of these factors have a decisive influence on our well-being.
What can I accomplish from CBT?
Changes in thinking patterns
Learning to recognize one’s distortions in thinking that are creating problems
Using problem-solving skills to cope with difficult situations
Learning to develop a greater sense of confidence in one’s own abilities
Changes in behavioral patterns
Facing one’s fears instead of avoiding them
Learning to calm one’s mind and relax one’s body
Through conversations during sessions as well as “homework” exercises outside of sessions, members are helped to develop coping skills and learn to change their own thinking, problematic emotions, and behavior.
Not all CBT will use all of these strategies. Pelago members will work with their Counsellors to develop an understanding of the problem and to develop strategies and goals to success.
Medication - Assisted Treatment (MAT)
Medication-Assisted Treatment is the use of prescribed medications, in combination with counseling and behavioral therapy, to aid in an addiction recovery process.
How does it work?
The medications that are prescribed for opioid recovery work by essentially tricking or “rewiring” the brain into thinking that it has received an opioid dose, therefore reducing cravings/withdrawals and blocking the negative effects of opioids.
MAT is proven to be effective in reducing the risk for overdose and, when used in conjunction with counseling and behavioral therapy, can help sustain long-term recovery and support in the prevention of relapse.
MAT may also include additional medications to help manage the symptoms of withdrawal. This will all be determined in your first few appointments with a Provider.
How do I get started?
During the first appointment with your Pelago Provider, you will discuss your concerns, as well as your goals. Because every addiction is different, you and your Provider will work together to develop a plan that is right for you.
To begin, your medications will be sent to your local pharmacy in one week amounts. During this time, your Provider will schedule frequent check-in’s to evaluate how the medication is working for you.
Moving forward, you will continue to receive prescriptions at your local pharmacy until your prescribed dosage amount has stabilized. Once it has stabilized, your prescriptions will be shipped directly to your door in a one month supply for the duration of the program.
Suboxone®
Suboxone is the the medication used in our program to help aid in opioid use recovery.
Suboxone is a combination of two drugs - buprenorphine and naloxone. These prescriptions work together chemically to decrease the severity of withdrawal symptoms and reduce a person’s dependence on opioids in the long term.
How does Suboxone® work?
Suboxone is known as an “opioid antagonist,” which is the opposite of “opioid agonist.”
When you use an opioid agonist, the drug activates a pain-blocking receptor in your brain, altering your perceptions of pain and releasing endorphins that mimic pleasure. This is known as the “opioid effect.”
When you make an opioid antagonist like Suboxone part of your recovery, the medication will negate the effects of any opioid by preventing them from activating those pain receptors. This helps to manage your cravings and reduce symptoms of withdrawal.
Starting Suboxone
Starting Suboxone at the right time is key for success.
The ideal time to start taking Suboxone is when enough opioids have cleared your body. If you are using heroin and other short acting opioids, it can typically take up to 12– 24 hours to clear your body. If you are using fentanyl or other longer-acting opioids, it can take up to 48+ hours.
While you wait, you may take the comfort medications prescribed by your Provider to lessen the withdrawal symptoms.
All of this information and medication instructions will be provided and determined by your Provider in your initial appointment. Please adhere to their instructions.
Urine Drug Screening (UDS)
Urine Drug Screening (UDS) is a standard tool used for all members that are receiving Medication-Assisted Treatment (MAT) for opioid use disorder.
It involves the collection of urine, either at home or at a Quest Diagnostics facility, to test for the presence of typical substances of abuse.
UDS is state-regulated and is a mandatory program requirement.
Important Facts about UDS
UDS results are completely confidential. We will NEVER share your UDS results.
Results are used for *diagnostic* and *monitoring* purposes only. The results of your test will be used by your Provider to help steer your treatment plan and will NEVER be met with any judgement or punitive action.
UDS is required during your initial counselor visit and then monthly for the entire length of the program to continue to receive your medications. Additional tests may be requested at the discretion of your Pelago Provider.
Compliance with UDS is essential and mandatory, as it is necessary for the implementation of your treatment plan and helps drive the plan towards optimal outcomes.
UDS Cups
The Urine Drug Screening (UDS) cups are used for at-home tests and provided by Pelago. These cups are shipped directly to your home throughout the program, as needed.
Please let your Provider or Counselor know, before your next appointment, if you will need more.
It is extremely important that your cup remain sealed until you are instructed to open it. Your counselor will provide step-by-step instructions for completing the test and will evaluate your results.
At-Home Tests
At-home tests are be completed at home using the UDS cups shipped directly to your home.
In preparation for an at-home UDS, you should make sure that you are: 1) at home, 2) have good lighting to read results and 3) have your unopened UDS cup present.
It is extremely important that your cup remain sealed until you are instructed to open it. Your counselor will provide step-by-step instructions for completing the test and will evaluate your results.
Quest Diagnostics
In some states, an in-person urine drug screening is required due to state regulations. Your provider may also request an in-person UDS to confirm your at-home results, if needed.
If an in-person test is requested, you can expect our Member Support team to coordinate with you to schedule an appointment at your nearest Quest Diagnostic facility and will provide all of the information you will need at the time of your appointment.
These appointments should take no longer than 30 minutes and will be covered by Pelago. Your results will be provided to you when they are available through your personal Quest account.
Important Information
Assessing Emergency Care
If you are experiencing any thoughts of self-harm we encourage you to contact the National Suicide Prevention Hotline at 1-800-273-8255, where you will have access to a trained professional to receive immediate support.
If you find yourself in an emergency or urgent care need, we encourage and recommend that you contact your local emergency or crisis department (911).
Additional Member Resources
Your overall health and wellbeing is top priority. If you find yourself in need of additional resources outside of Pelago, our Member Support Team is dedicated in helping you find those resources, either virtually or in-person in your local area.
Some examples of these resources can include things such as mental health support, financial + career support or basic needs (housing, food, etc). Please let your Counselor know or email us directly at members@pelagohealth.com.
Providing Feedback
Your experience and feedback is very important to us. If issues or concerns arrive, you can speak directly to your Counselor.
However, if you are not comfortable discussing this with your Counselor and you’d like to reach the management team directly, please use this ONLINE FORM.
Account Information
Your Member Account
Your Member Account is your medical record while you are receiving care. Please ensure that your contact information is always current and up to date to ensure your prescriptions and/or program supplies are sent to the correct address.
If your information and mailing address changes, please let your Counsellor know or send an email to members@pelagohealth.com
How to Request Medical Records
To request any medical or appointment records, please email our Member Support Team directly at members@pelagohealth.com
In order to release any records, members are will be required to electronically sign a Release of Information form documenting a consented release.
How to Delete Your Account
To delete your account and be removed from Pelago Services, please email the Member Support Team directly at members@pelagohealth.com
Note: Even if you cancel and remain an employee with a participating employer, you will continue to have free access to our services and can re-enroll at any time.
Navigating the App
Home
Your Home Screen will contain your key actions, depending where you are in your journey. Here you can do your check-ins and track your progress, or access the most relevant CBT content.
Counselor
Access the chat function to reach out to your counselor.
Insights
The Insights Tab is a goal setting tool and visual reminder of your journey overtime.
Library
Find CBT content and craving exercises here. Packs are short sessions focused on CBT. Go through this content at your own pace and revisit it whenever needed.
Troubleshooting Tips + Tricks
Ensure the app is always updated to the latest version available. If your smartphone is not set up to perform updates automatically, you will need to manually update the app by going into your app store, search for "Pelago" and there will be a button labeled "UPDATE." Tap the button to update the app.
Always try closing and relaunching the app.
For video calls: ensure that your internet connection is stable (4G or WiFi)
For any additional assistance, email members@pelagohealth.com