Frequently Asked Questions
Online Mental Health Services
If you have a question that is not covered here, please contact us.
Do you offer free consultations?
Yes, we offer free consultations with the therapist of your choice to provide you with the opportunity to ask questions and briefly discuss your issue in order to determine suitability. Please visit our 'Book Online' tab and scroll to the bottom of the page.
Please note that you may book up to one free consultation per therapist. To cancel or reschedule please provide 24hrs notice. No shows or cancellations with insufficient notice will result in loss of ability to book additional free consultations whether with the same therapist or a different therapist.
Will therapy work for me?
There are several factors involved in determining the success of therapy. One is the therapeutic relationship between the client and therapist, which is why it is important to choose one whom you feel a sense of rapport with. Another factor is the type of therapy that is used. Our therapists specialize in a number of therapies which allows them to trial different modalities until they find the one that is best suited to you. And most importantly, another factor that will determine the success of therapy is the commitment from you as the client in sticking with the therapeutic process even when it gets hard and even when you think you're completely recovered.
Can couples or family members each see the same therapist for individual counselling?
Yes, couples or family members may each see the same therapist. It is often very beneficial for couples and family members to see the same therapist, however, this is dependent on the comfort levels of both. If it may hinder one member's comfort towards honest and transparent disclosure with his/her therapist then choosing different therapists may be more suitable. When each party has determined to work with the same therapist, the privacy of each will be maintained. Due to the confidentiality oath therapists are bound by, what one person discusses in an individual session may not be disclosed in a couples or family session without his/ her expressed consent. Limitations to confidentiality however include disclosures of risk of imminent physical harm to self or others, abuse of a minor or vulnerable persons (e.g. elder abuse and persons with certain physical and cognitive disabilities), and if your records are subpoenaed in court proceedings.
Which type of therapy is right for me?
Your therapist can support you in determining which form of therapy is right for you. Most clients benefit from a combination of various therapies and each type of therapy is well suited for a large number of mental health concerns.
Which payment methods do you accept?
We accept e-transfers, Apple Pay, and all major credit cards (Visa, MasterCard, American Express, China Union Pay, Jcb, Diners, Cartes Bancaires, Discover, Visa Electron, Maestro).
Payment is due at the time of your booking.
For e-transfers please call or email your therapist directly.
Do you offer direct billing?
Dependent on your insurance plan and therapist selected, direct billing is available for clients utilizing Alberta Blue Cross, Desjardins, Green Shield Canada, RBC, SSQ insurance, Empire Life (extended health services only), Avantages Sociaux Construction/ Médic Construction, People's Corporation, Equitable Life, The Co-operators, and Nexgen RX.
How do I leave a review?
We truly value reviews from our clients! Please go to the About Us tab and scroll towards the bottom of the page to send us a message with your review. We encourage using your first name, initials, or pseudonym to maintain confidentiality, however you may use your full name if comfortable doing so.
How can therapy help me?
Therapy can equip you with the highly effective psychological tools you need to overcome life's challenges in a healthy way and achieve the goals you have for your life, wellbeing, and the quality of your relationships. It can also provide you with a safe space to process difficult memories and emotions with the help of a licensed mental health professional.
Do I need therapy, medication, or both?
Therapy is helpful. Medication is also helpful. Research suggests that a either combination of both or therapy on its own are typically the most effective routes for treatment for most clients. For some medication can provide them with a degree of psychological stabilization -- better enabling them to engage in therapy. However, this varies from person to person. Medication on its on is seldom recommended as an effective means of treating mental health concerns. While many find medication highly beneficial, research suggests that the majority do not. However, as each individual is unique, it is always helpful to explore your options. If you would like to explore medication as an aspect of your treatment, we encourage consultation with your family doctor.
As a parent, do I need to attend individual sessions booked for my child, adolescent, or teen?
Generally speaking the younger the child, the greater the importance for parents to attend sessions. It is also very helpful to base it on the comfort level of your child and whether he/she would prefer to attend alone or have one or both parents present. Even when individual sessions are chosen it may at times be necessary for parents to attend as improvements in the home environment are sometimes necessary to see significant improvements in a child's mental health and behaviour.
How does therapy work?
The initial session is always assessment. This is when your therapist will ask you as many questions as possible surrounding your concerns, potential contributing factors, and goals for treatment. This is also your opportunity to ask as many questions as you would like before beginning treatment. In some cases, assessment may extend into the second and third session dependent on the client. Once this process in completed, treatment goals are set and the following sessions are dedicated to treatment. Your therapist will work with you to set progress measures in order to assess on an ongoing basis whether you feel your purpose for attending therapy is being effectively addressed. In order to facilitate recovery and ensure progress, your therapist will assign you homework on a regular basis. While therapy often feels meaningful, research suggests that recovery cannot be achieved unless what is taught during sessions are applied in a client's real life. Homework is only effective when applied consistently by you as the client. The use of homework and evidence based treatment is what sets talking to a therapist apart from talking to a friend. Without commitment to implementing the strategies recommended by your therapist --therapy will likely be no more effective than talking to a friend. Engagement in the therapeutic process is key. You must own your recovery. If at any point you feel the form of therapy being utilized or the homework being assigned is not helpful or you simply are not in favour of it, please inform your therapist. As a professional, he/she should not be offended. Should any complaints arise concerning your therapist, please email our general mailbox and well will do our utmost best to offer resolution.
Will my insurance cover my therapy sessions?
Many private health insurance providers do offer reimbursement for our services, including:
SunLife, Alberta Blue Cross, GMS, Canada Life, Desjardins, Green Shield Canada, RBC, ManuLife, CAA, The Co-operators, SSQ insurance, Empire Life (extended health services only), Avantages Sociaux Construction/ Médic Construction, People's Corporation, Industrial Alliances, Equitable Life, The Co-operators, Canada Life, Nexgen RX, and Humania Assurance.
Please check with your private extended health provider to discuss the specific parameters of your plan and to determine whether you are entitled to mental health therapy provided by registered social workers as part of your particular benefits plan. Coverage with your insurance provider may also depend on specific therapist selected as each may be registered with different insurance providers. In addition, coverage is often dependent on whether your specific therapist is registered within your province. At this time our therapists are registered within the provinces of Ontario and Alberta. Please contact your selected therapist for details on his/her provincial registration as well as registration with your particular insurer.
Mental health services are covered by private health insurance providers and are not covered by provincial health (e.g. OHIP, AHS, etc.).
How do I refer someone to your service?
Our therapists have been highly successful through word of mouth and health provider referrals. If you feel someone you know may benefit from our service we encourage you to direct them to our website to schedule an appointment or consultation. For health providers, patients are now invited to self refer.
What if I require an appointment time that is not listed as an option?
It is important to us to provide flexibility in scheduling. If you require an appointment time that is not listed, please speak with your therapist to determine whether an accommodation may be made. Accommodations are not guaranteed due to therapist availability, however will be made where possible.
How do I know if I need therapy?
Therapy is helpful for anyone who would like to improve their mental health. It is well suited to everyone whether living with or without a diagnosable mental health condition. If you have been dissatisfied with your sense of wellbeing and having difficulty going it alone -- then therapy may be right for you. Did you know that even therapists have therapists? That's mental health is an important aspect of over all health that affects us all. It's just like how we can all benefit from a family doctor or dentist even when we are not ill. Therapy is always helpful whether for prevention, maintenance, or crises.
How do I choose a therapist?
The factors utilized to select the right therapist for you is highly subjective. For some it is helpful to browse each therapist's bio and video to see whom they feel they might connect best with. For others it is helpful to select the therapist that specializes in their area of concern or even the form of treatment they are most interested in. Some choose the therapist they feel they best connect with on age, gender, or ethnic background.
What is the difference between a social worker, psychologist, psychiatrist, and psychotherapist? And which is the better choice for my mental health treatment?
The term psychotherapist is used to describe a mental health practitioner that uses talk therapy to treat clients. This term often encompasses social workers specializing in mental health, psychologists, professionals with various other counselling degrees, and psychiatrists who utilize some level of talk therapy. Psychiatrists have medical degrees and primarily assess, diagnose, and prescribe medication. Many do not provide psychotherapy (talk therapy) on an ongoing basis if at all. In most provinces, psychologists hold a PhD, however in some provinces a masters degree is sufficient to register as a psychologist. Psychologists are able to assess, diagnose, and in some provinces and dependent upon his/her education and specialization a psychologist may also prescribe medication. Social workers who specialize in mental health either hold a bachelors or masters degree. Dependent on the province, those with a masters degree may register as a psychologist enabling him/her to diagnose, but generally speaking social workers do not diagnose nor prescribe medication.
These are all regulated professions and therefore if the professional of your choice is registered in the area of mental health then he/she is legally authorized to provide service based on his/her education, training, and experience, which has been thoroughly vetted by the registering body. It is often most helpful to choose one that specializes in your area of concern and is trained in a variety of evidence based treatment approaches. This is often the most effective method of choosing your treatment provider rather than the specific degree and/or official title he/she holds.
Do you guys offer sessions in person or virtually?
During the COVID-19 pandemic and also in order to reach clients who otherwise would not have access, we will primarily be providing services virtually via video and/or phone. However if you would like in person services and reside in the area of your therapist, please speak to him/her regarding this option as this accommodation may be made where possible.
How do plan packages work?
Plan packages are an excellent way to further increase affordability and to ensure you receive your preferred appointment times by booking a few sessions at once in advance. Once you have selected your therapist and appointment selection (e.g. individual, couple, or family) you will then proceed to Book Online in order to make your date and time selection. After completing your booking, please contact your therapist by phone or email to purchase a session package.
What is your cancellation and refund policy?
To cancel or reschedule a session please contact us at least 48 hours (during business days) in advance of your appointment start time. Full refunds are no longer offered rather the session amount may be credited to your account with us, which you may then use towards future bookings.
With the exception of rare and unforeseeable circumstances (subject to our discretion), a late cancellation fee of $90 will apply. Clients who cancel after the session start time, or who fail to attend their session entirely without notification, will be charged the full session cost. The cancellation fee may not be waived on more than one occasion per client within a 12 month period.
Packages may also be cancelled for an account credit, however please note that used sessions will be charged at regular price and remaining balance for package will be credited. For example, if 1 session has been used in a 6 session package priced at $1,050, the regular session price of $185 (rather than the discounted price of $175) will be charged for the used session and the remaining balance of $865 will be credited to your account for the 5 unused sessions. Please note that the 48 hour cancelation policy also applies to sessions within packages.
Credit requests can be initiated by contacting your therapist.
Sometimes you climb out of bed in the morning and you think, I'm not going to make it, but you laugh inside --- remembering all the times you've felt that way