Frequently Asked
Questions

General

+ How do I book a session?

The first step is to book a free, 15-minute telephone consult by [clicking here][1]. [1]: /contact We want to ensure that we can help you in our clinic and that we find a therapist that is the best fit in terms of expertise and style.

+ What if you can’t help me in your clinic?

Sometimes that happens, either because of schedule problems or because we don't have someone that offers the services you need. In these cases, we will suggest a couple of options from our external network of trusted colleagues.

+ How long is a session?

Sessions are usually 50 minutes in length. Longer sessions are possible depending on your needs and therapist availability.

+ How do I prepare for my first session?

You will receive an email confirming the details of your appointment. Please read it carefully. You will also receive two links: one to register with Jane App (our online practice management software) and another to fill out some questionnaires. Filling out these forms beforehand will save time during your first session.

+ What should I expect from the first session?

When you first meet your therapist, they will review the forms you filled out online and all the information on the consent form. We want to make sure that you know what you are agreeing to and give you a chance to ask questions.

Next, your therapist will review your reasons for starting therapy - be prepared to speak about this. Finally, together you will define your goals and discuss ways to achieve them.

The first session is also a good opportunity for you and the therapist to determine whether you are a good fit.

+ What should I expect from the second session and beyond?

Each therapist may apply this differently, but generally, they will ask you about your history growing up, any traumas or significant experiences you went through that can help you understand who you are as a person and provide context for what you are dealing with.

After 2-3 sessions, your work will focus on how to use that information to help you make the changes you want in the present. This may involve practical strategies and exercises between sessions.

+ How can I make the most of my treatment?

You benefit the most from your treatment when you take charge by:

  • Identifying what you want to focus on in each session.
  • Being aware of what you are working on in therapy, even when you are not in a session.
  • Brainstorming with your therapist ways to apply therapy into your day-to-day life.
  • Completing homework between sessions.
  • Strategically pushing yourself out of your comfort zone with kindness.
  • Asking your therapist how what you are doing can lead to the changes you want.
  • Bringing up any issues that are not working well for you in therapy and working with your therapist to solve them.
  • Reminding yourself that change is a process and that as long as you are working on it, you are getting closer to the life you want.

+ Is your building accessible and inclusive?

Yes. We have:

  • Accessible elevators
  • Accessible all-gender washrooms

+ When should I arrive for my appointment?

Whenever possible, arrive a few minutes prior to your appointment time. This will help you unwind and give you some extra time to identify what you would like to work on in session.

+ What is your cancellation policy?

When you book your therapist’s time, they will be there for you whether you show up or not.

If you cannot make a session, we ask that you let us know 2 business days before your scheduled appointment. If you don’t give us enough notice, you will be responsible for paying the full session fee.

Please see question "Do I still have to pay if I cancel late or miss a session?" under the Rates section below.

+ Can I download and/or copy information/materials from your website?

Please read our [Website Terms of Service.][2] [2]: /terms-of-use

Confidentiality

+ Are services confidential?

Yes. Your conversations with all of our staff will remain strictly confidential.

We will not share any information with anyone, even with a well-intentioned family member wanting to know more about your treatment. In fact, our ethical standards do not allow us to either confirm or deny that you are our client.

You do need to keep in mind that there are a few exceptions where, by law, psychologists must break confidentiality. See next question.

+ When do you have to break confidentiality?

There are a few exceptions where, by law or ethical standards, psychologists and other mental health professionals must break confidentiality in order to protect your safety or others’ safety.

These situations include:

  • Suspected child abuse
  • Suspected elder abuse
  • Sexual abuse by a healthcare professional
  • Risk of harm to yourself or another person
  • Request by law enforcement to help locate a missing person
  • Subpoenaed of clinical files by the court of law
  • Quality Assurance program by the regulatory colleges with which our professionals are registered

We will discuss confidentiality and these exceptions with you at your first meeting.

+ Are there differences in confidentiality in couple therapy?

Yes, with some nuances.

We will still keep confidentiality and protect the health information of each partner; however, in couple therapy the couple is the client. This means that all communications and contact, whether in person or remotely, must be known and consented to by the partners involved in treatment.

In addition, the therapist will not keep one partner’s secrets from the other. This is important to keep the process safe for all involved. Whenever a partner has revealed information that has a clear impact on the relationship, but that is not known to the other, the therapist will help them communicate that information and work through how it affects the couple relationship.

+ Is the information I provide via your Contact page kept confidential?

The privacy of your personal information is a priority to us. We make every effort to keep your information confidential; however, given the nature of internet security, please provide only information you would feel comfortable sharing in a public place. Please see the reminder in our Contact page and review our Privacy Policy.

Rates

+ How much does a session cost? Does it include HST?

Our session fees may vary depending on the type of service and the clinician. We will discuss this with you during the initial telephone consultation.

Psychological and social work services are exempt of HST. The session fee is the final cost.

+ Does OHIP or other insurances cover your services?

OHIP does not cover psychological treatment fees.
Most extended health benefit plans provide at least some coverage for psychological services and social work services. Check with your health plan provider about the specific coverage you have.

+ How can I pay for your services?

Payment is due just before or at the end of your session.

We accept cash, cheque, EMT (email money transfers), Visa, and MasterCard.

We do not provide direct billing to your insurance.

+ How do you protect my credit card information?

We take your online security extremely seriously. We use industry-standard encryption to protect your credit card details. Your information is never shared with anyone and is not even accessible to our staff.

+ Will I get a receipt?

You will get a receipt that you may use to request reimbursement from your insurance or to claim as a medical expense in your tax return, if applicable.

+ Do I still have to pay if I cancel late or miss a session?

Yes.

We have some strategies in place to help you remember your session:

  • Ability to sync your personal calendar with our online booking site so that all your appointments automatically show in your devices
  • Email notifications every time you book an appointment
  • Email reminders 24 hours before your session to remind you of your appointment.

If you don’t cancel with more than 2 business days or if you miss your appointment, you will be responsible for paying the full session fee.

Be mindful that while you will receive a receipt, most insurance plans do not reimburse for late cancellations or missed appointments.

In exceptional circumstances, if you cannot make it to the office, we offer the option of a video or telephone session.