Brightline team
Oct 16, 2024
Brightline is changing and we wanted you to hear it from us.
We have made the incredibly difficult decision to discontinue our virtual-only, national, employer-based care business at the end of 2024. We are shifting to a hybrid in-person/virtual offering, with services in select markets, and an additional focus on higher acuity care. Specifically, we will only be offering care in Washington State, Massachusetts, New York, Connecticut, New Jersey, and California.
If you are receiving Brightline services now, or are in search of mental health care for your kids, we want to encourage you to continue down that vital, supportive path. While Brightline may not continue to be a resource your family can use in the near future, please use us as a resource now. We are here to help you find the right fit for your child.
In this article, we will explain:
Brightline’s original vision
Our decision to discontinue our virtual-only, national, employer-based care
What this means for members
What comes next for Brightline and for your family
Let’s start at the beginning
When we founded Brightline in late 2019, our original vision was to offer care through tech-enabled clinics. As the pandemic unfolded over the following months, it drastically changed the way families like yours accessed care (while increasing the need for it).
So, to meet that need — and the growing demand from employers who wanted to offer Brightline as a health plan benefit — we transitioned to virtual care.
Over the last year or so, it’s become clear to us that we must make it easier for families to find and access Brightline. That’s why we are changing how and where we do business, while staying true to our mission.
What this means for Brightline members
We know how hard it can be to find a coach, therapist, or psychiatrist that connects with your child, and we want to acknowledge that this news might make you feel surprised, sad, or stressed.
While we are energetically planning for the future, our primary focus right now is the safe transition of your family’s care. Our guiding principles are patient safety and member experience.
Timing of tapered care
Before 11/1/24, as capacity allows, we will continue to accept new coaching and therapy clients nationwide. If demand outweighs capacity in a state, members will be placed in a scheduling queue. If your family would prefer a referral, we are able to route you back into an in-network therapist for ongoing care. Please call Member Services at 888-224-7332.
After 11/1/24, clinical and coaching intakes in all unsupported geographies will halt to allow therapists and coaches to focus solely on closing out existing member care. All members in scheduling queues in these states will receive alternative option recommendations.
California member care: CalHOPE-sponsored coaching programs
For California kids ages 0–12, our BrightLife Kids program will continue to offer behavioral health coaching at no cost. Caregivers and kids can receive 1:1 virtual coaching, digital resources, and care coordination services. All California families registered with Brightline already have free access to coaching with BrightLife Kids through their existing account. If not, they can sign up or call member support at 888-275-5357.
California youth ages 13–25 have free access to Soluna (a confidential mental health app by Kooth).
Both programs were created in partnership with CalHOPE.
Coach chat availability: All members, regardless of location, will continue to have access to Brightline’s coach chat service through the app until December 31, 2024.
Digital library access: Brightline’s digital library will continue to be accessible on our website. The BrightLife Kids digital library will continue to be available for members in California through 2025 and beyond.
Personalized notifications: Affected members will receive personalized communications.
Release of medical records: Members and caregivers can request release of confidential medical records through following these instructions.
What comes next for Brightline
Beginning 1/1/25, Brightline will offer virtual, clinical (therapy and psychiatry) care for families who live in New York, New Jersey, Connecticut, Massachusetts, and Washington State. We expect to open a handful of physical clinics in those supported states by late summer. We also plan to expand the number of physical locations in the years to follow. Members will be able to engage with their care as they choose — virtually, in-person, or a combination of both (hybrid).
California members will continue to have access to coaching and resources with BrightLife Kids.
What comes next for members who don’t live in NY, NJ, CT, MA, WA, or CA
Our providers are available to provide your family with care until December 23, 2024, and will work with you to transition your care to another provider. To ensure continuous care, you will want to secure a new behavioral health provider prior to that date and/or as soon as possible.
If your child is currently in care with Brightline, we encourage you to discuss this transition and all recommendations with your current care provider. You can also contact your insurance provider, your local medical society, or local safety resources. If you have any questions or need more information from Brightline, please call Member Services at 888-224-7332.
Lastly, thank you for trusting Brightline with your child’s care. Because of you, we’ve had the honor of watching your family set and meet goals, build communication skills, develop resilience, and grow in self-confidence.
We will keep up the good work, and we hope you will, too.