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Frequently Asked Questions

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Online Mental Health Services

If you have a question that is not covered here, please contact us.

  • 7. Do you guys offer sessions in person or virtually?
    Currently, our services are offered entirely virtually via video and/or phone. This allows us to reach clients who otherwise would not have access to quality mental health care.
  • 16. 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 each. 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, and if your records are subpoenaed in court proceedings.
  • 17. 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/or behaviour.
  • 6. 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.
  • 1. 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? 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.
  • 14. 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. ​ 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 (during business days) cancellation policy also applies to sessions within packages. ​ Credit requests can be initiated by contacting your therapist.
  • 11. Which payment methods do you accept?
    We accept e-transfers, Apple Pay, and all major credit cards (Visa, MasterCard, American Express, etc.). Payment is due 2-3 business days prior to your selected session date, unless utilizing direct billing. To request e-transfers email our administrative team via email (using the address found on our Contact Us page).
  • 8. 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.
  • 10. 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. "Registered psychotherapist" is s term reserved for therapists who are specifically registered under that professional designation within a provincial regulatory body. 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 (e.g. Alberta) 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. The vast majority of insurance companies will provide coverage for psychotherapy conducted by a registered social worker (of any degree level) or registered psychologist, but not all will provide coverage for registered psychotherapists. These are all regulated professions and therefore if the professional of your choice is registered with a provincial licensing body 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.
  • 12. 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 which professional designations they will cover (e.g. registered social workers, registered psychologists, or registered psychotherapists) 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/or Alberta. BC residents may still be able to receive coverage from their insurance provider for mental health therapists registered in other provinces. 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.).
  • 18. 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.
  • 5. 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.
  • 3. How does therapy work?
    The initial session is typically assessment. This is when your therapist will ask you a lot of questions 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, the initial assessment may extend into the following sessions 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 likely 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.
  • 15. 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 determined your therapist and appointment selection (e.g. individual, couple, or family) please contact your therapist or our support line by phone or email to purchase a session package.
  • 9. 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. If you are having difficulty selecting a therapist, our administrative team would be glad to support you in reviewing each therapists specializations in order to match you with the one that may be best suited to address your concern. Please call or email us for that option. Contact information may be found in our Contact Us page. You may also book a free 15 minute phone consultation with the therapist(s) you are currently considering.
  • 13. 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.
  • 19. 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.
  • 2. 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.
  • 4. Do I need therapy, medication, or both?
    Therapy is helpful. Medication is also helpful. Research suggests that either a combination of both or therapy on its own are typically the most effective routes of 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 own 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.
  • 20. 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. You may also use the message box within our Contact us page. We encourage using just your first name, initials, or pseudonym to maintain confidentiality, however you may use your full name if comfortable doing so.

The Road to Recovery Begins Here

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

Charles Bukowski

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