Still have questions?
Our Client Relations team can help you find the right service and provider.
Frequently Asked Questions
Get the Answers You Need
We know that starting a journey toward wellness can bring up many questions. This guide is designed to provide clear, comprehensive answers to help you feel informed and comfortable as you access care with us.
How do I find the right provider for me?
Finding the right fit is the most important part of a successful therapeutic journey. The “therapeutic relationship” is the strongest predictor of a positive outcome.
When you contact us, our Client Relations team will have a brief, confidential conversation with you to understand your reasons for seeking support. Based on your needs, our team will recommend a provider whose skills are a strong match. You can also use the provider matching tool on our website to see which therapists specialize in your areas of concern.
Can I choose my own provider, or do I have to go with your recommendation?
Absolutely. While our Client Relations team is skilled at making recommendations, you are welcome to browse our provider profiles on our website. If you find a provider you feel is the right fit, you can request them directly. We will always do our best to accommodate your preference, availability permitting.
What happens in the free 20-minute meet and greet?
The next step is almost always a complimentary, 20-minute virtual meet and greet with the recommended provider. This is an informal, no-obligation chat, not a therapy session.
Its purpose is to help you determine if the provider is a good fit for you. This is your opportunity to ask about their therapeutic approach, their experience with your concerns, and what you can expect from working with them. It’s a chance for you to ensure you feel comfortable and confident before committing to a paid session.
What can I expect in my first paid therapy session?
Your first one or two paid sessions are typically “intake” or “clinical assessment” sessions. Your provider will review the consent forms with you, discuss the limits of confidentiality, and answer any questions you have about the process.
The main focus will be on you: you’ll have the space to share your story in more detail, talk about what brought you to therapy, and discuss your history. This allows the provider to get a full picture of your needs so you can collaboratively set goals for your work together.
Do I need a doctor’s referral?
No, you do not need a doctor’s referral to access any of our services, including therapy, assessments, or medical consultations with our Nurse Practitioner. You can contact us directly to get started.
Do you offer both virtual and in-person appointments?
Yes. We operate on a hybrid model, offering both secure virtual (telehealth) appointments and in-person sessions at our clinic. Availability for in-person or virtual services depends on the specific provider, as some may work exclusively online or in the office. Our Client Relations team can help you find a provider who meets your preference.
What platform do you use for virtual sessions, and is it secure?
Yes. We use a secure, PIPA and HIA-compliant telehealth platform (JaneApp) that is integrated directly into our client portal. You will receive a secure link for your appointment, ensuring your privacy is protected. You do not need to download any special software; it runs directly in your web browser.
What if I don't feel a connection with my provider?
The therapeutic relationship is everything. If after a few sessions you don’t feel it’s the right fit, that’s completely okay and a normal part of the process. You have the right to request a change, and there is no penalty for doing so. Please speak with our Client Relations team, and we will be happy to facilitate a transfer to another provider within our clinic who may be better suited to your needs and style.
What happens if my provider leaves the clinic?
We are committed to ensuring your “continuity of care.” If a provider leaves our practice, we have a formal process to support your transition. Your provider is professionally obligated to provide you with notice and work with our clinical leadership to develop a transition plan. This plan prioritizes offering you an internal transfer to another suitable provider at our clinic to ensure your care continues seamlessly.
The provider I want to see has a waitlist. What are my options?
You have a few options. You can be added to that provider’s specific waitlist. However, we often recommend booking a ‘meet and greet’ or first session with another one of our qualified providers who has sooner availability. This allows you to start your journey now. You can always switch to your preferred provider when a spot opens, or you may find you’ve already found a great fit.
What does it mean that you are an "integrated" clinic?
It means we work as a team to support your overall well-being. Our clinic brings together professionals from different disciplines—psychology, medicine, occupational therapy, and more—under one roof.
A cornerstone of our philosophy is to address the interconnected nature of mental, physical, and developmental health, which helps reduce missed diagnoses in complex conditions. With your explicit, written consent, our providers can consult with one another to ensure your care is holistic, coordinated, and effective.
What is the difference between all the professional titles?
Our team includes a range of highly qualified professionals. This diversity allows us to match you with the right expert for your specific needs. These different designations and their governing bodies can affect service fees and insurance coverage.
Registered Psychologist (R.Psych.): Holds a master’s or doctoral degree and is regulated by the College of Alberta Psychologists (CAP). They are trained to assess, diagnose, and treat a wide range of mental, emotional, and behavioural disorders.
Registered Provisional Psychologist: Holds a master’s or doctoral degree and is in the final stage of becoming a Registered Psychologist. They practice under the direct supervision of a senior Registered Psychologist. Many, but not all, insurance plans cover their services.
Nurse Practitioner (NP): A Registered Nurse with a master’s degree and advanced training, regulated by the College of Registered Nurses of Alberta (CRNA). NPs can independently assess, diagnose, order and interpret tests, and prescribe medications.
Registered Social Worker (RSW): Holds a bachelor’s, master’s, or doctoral degree in social work and is regulated by the Alberta College of Social Workers (ACSW). Those with a Master’s degree (MSW) are often qualified to provide clinical therapy and psychosocial interventions.
Occupational Therapist (OT): A regulated health professional, regulated by the Alberta College of Occupational Therapists (ACOT), who helps clients solve problems that interfere with their ability to do the things that are important to them in daily life (e.g., sensory processing, self-regulation, fine motor skills).
Canadian Certified Counsellor (CCC): A counsellor who holds a master’s degree and has met the national certification standards of the Canadian Counselling and Pscyhotherapy Association (CCPA). Coverage for CCCs varies significantly between insurance plans.
Psychometrist: A team member with specialized training in administering and scoring psychological and educational tests. They work under the direct supervision of a Registered Psychologist to gather data for an assessment.
Can my therapist (Psychologist, Social Worker, Counsellor) prescribe medication?
No, therapists do not prescribe medication. However, our integrated model allows for a seamless connection to our medical team. If you and your therapist decide that exploring medication might be beneficial, they can make an internal referral to our on-site Nurse Practitioner, who is authorized to assess, diagnose, and prescribe.
What does your medical team (Nurse Practitioner) do? Is it covered by Alberta Health?
Our medical team provides specialized, private medical care. These consultation services are not covered by Alberta Health Services (AHS).
Our Nurse Practitioner (NP) services are designed for individuals seeking a deep, functional, and integrative approach to health. Our NP offers longer, more detailed appointments than in the public system to explore conditions like ADHD, PANS/PANDAS, and hormone health. While the consultation with the NP is a private fee, any necessary lab tests or diagnostic imaging they order are typically covered by AHS for eligible Alberta residents.
Do you offer group therapy programs?
Yes, we offer a variety of specialized group programs and therapeutic camps throughout the year for children, teens, and adults. These may include groups for social skills (like our “Friendship Lab” camp), anxiety, parenting support (like our “SPACE” program), and more. Please check the “Group Programs” section of our website or speak with our Client Relations team for information on current offerings.
What are all the different types of therapy you offer (e.g., CBT, DBT, EMDR)?
Our providers are trained in a wide range of evidence-based therapeutic modalities, including Cognitive Behavioural Therapy (CBT), Dialectical Behaviour Therapy (DBT), Eye Movement Desensitization and Reprocessing (EMDR), Play Therapy, and many others. These ‘modalities’ are like tools in a toolbox. Very few of our providers use just one. Instead, they practice from an ‘integrative’ or ‘eclectic’ approach, meaning they will select and combine the best tools and techniques to fit your unique needs. The best way to learn about a provider’s specific modalities is to ask them in your free meet and greet.
Do you offer sessions in my home or in the community?
Yes, some of our providers offer “off-site” therapy sessions in the community or a client’s home. This is a provider-specific service and not available for all clinicians. It is done only when it is clinically appropriate and directly supports therapeutic goals (e.g., for exposure therapy or to practice skills in a real-world setting). These sessions must be pre-approved, are subject to specific safety protocols, and provider travel time may be a billable service
What is a clinical assessment?
A clinical assessment is a formal process used to gain clarity, identify, and (if appropriate) diagnose a wide range of cognitive, behavioural, developmental, or mental health concerns.
Unlike ongoing therapy (which focuses on processing and skill-building), an assessment is a time-limited process that answers a specific question (e.g., “Does my child have a learning disability?” or “Do I have ADHD?”). The end result is a comprehensive report with diagnostic findings and a clear roadmap of recommendations for home, school, and work.
How long does a full assessment take?
A comprehensive assessment (like a PEA or ASD) typically takes 4 to 6 weeks from the initial clinical interview to the final debrief session. This timeline depends on the timely completion of all testing sessions and the prompt return of all required questionnaires from parents, teachers, and other informants.
I think I/my child might have ADHD. What are my options?
We offer two distinct pathways for ADHD assessment, depending on your primary goal:
Psychological Pathway (For Diagnosis & Therapeutic Support): If your goal is to get a formal diagnosis to better understand the challenges and develop non-medication strategies (like therapy, coaching, accommodations, and skill-building), this is the right path. The assessment is conducted over several sessions with one of our psychological providers.
Medical Pathway (For Diagnosis & Medication/Supplement Support): If your primary goal is to explore medical treatment, including prescription medication and/or evidence-based supplements, you can book directly with our Nurse Practitioner. This is a private medical service that includes assessment, diagnosis, and a treatment plan.
How do I pay for Nurse Practitioner (NP) services? Can I direct bill them?
NP services are private, specialized medical care and are not eligible for direct billing to any insurance provider. They are also not covered by Alberta Health Services. Payment for the full consultation fee is required at the time of booking to secure your appointment. We will provide you with a detailed receipt that you may be able to submit to a personal health spending account for reimbursement, but this is not guaranteed.
Do you direct bill insurance?
We offer direct billing to many insurance providers (such as Alberta Blue Cross, GreenShield, and others) as a courtesy service for most therapy services. However, not all providers or all plans are eligible for direct billing. Please note that some major insurance providers do not allow direct billing for mental health services, requiring you to pay upfront and submit your receipt for reimbursement.
It is always the client’s responsibility to confirm their coverage details in advance, including the coverage amount, eligible provider types (e.g., R.Psych vs. CCC), and direct billing eligibility. If a claim is rejected for any reason, the client is responsible for paying the full session fee.
My insurance requires 'pre-authorization' for services. Can you do this for me?
Obtaining pre-authorization from your insurance provider is the client’s responsibility. We cannot communicate with your insurance company on your behalf. We may be able to provide per-authorization on a case by case basis.
Why do I need to have a credit card on file?
Requiring a credit card on file is a standard practice in healthcare settings. It secures your appointment and allows for a smooth, seamless payment process in our secure, PCI-compliant system. It also ensures that our cancellation policy can be administered fairly and consistently for all clients.
What is your cancellation policy?
We require a minimum of 48 hours’ notice to cancel or reschedule any therapy or medical appointment. This policy is essential to respect the time of your provider, who sets aside that hour specifically for you, and to allow us to offer the time to other clients who are on a waitlist.
Appointments cancelled with less than 48 hours’ notice, or missed without notice, will be charged the full fee for the scheduled service. If you are more than 15 minutes late for your appointment, it will be considered a no-show.
Our administrative staff may not always be available to directly speak with. If you leave us a voicemail at 780-886-4345 or email [email protected] outside of the 48 hour window, we can process your cancellation at no cost.
Are there extra fees for letters or filling out forms?
Yes. Time spent by a provider on administrative tasks outside of a scheduled session is a billable service. This includes writing letters for your employer, completing Disability Tax Credit (DTC) or insurance forms, or engaging in phone calls with third parties (like schools or lawyers). These tasks are billed in 15-minute increments at the provider’s standard hourly rate. Payment is required before the document is released.
Do you offer sliding scale or low-cost counselling?
We do not offer pro bono (free) services. However, individual providers at our clinic have the discretion to offer a limited number of spots on a sliding fee scale, where the session cost is adjusted based on income and ability to pay.
We offer financing options via Medicard for services, please inquire for more details.
Who has access to my records at the clinic?
Your privacy is our highest priority and is protected by law. We follow all required mandates of provincial and federal legislation (such as Alberta’s Health Information Act and Personal Information Protection Act) and the standards of our professional colleges, depending on the providers you are accessing.
Access to your information is strictly controlled on a need-to-know basis. Administrative staff may access your file only for essential tasks like billing and scheduling.
If you're an "integrated" clinic, does everyone know my business?
Absolutely not. “Integrated care” does not mean your information is an open book. Clinical collaboration between your providers (e.g., your psychologist consulting with your NP) requires your specific, written consent.
Consultation is a standard and vital part of quality care where providers may discuss a case (with identifying details removed) to get a second opinion or coordinate a treatment plan. This is always done professionally and confidentially to ensure you get the best possible care.
What are the limits to confidentiality?
While everything you share in therapy is confidential, the law identifies specific and rare circumstances where we are required to break confidentiality to protect someone’s safety. These limits include:
If we have reason to believe a child is at risk of abuse or neglect.
If we believe you are at imminent risk of seriously harming yourself or someone else.
If your records are subpoenaed by a court of law.
If you report abuse by another regulated health professional.
Your provider will discuss these limits with you in detail during your first session.
What happens to my child's file when they turn 18?
This is a very important legal transition. Upon turning 18, your child legally becomes an adult and gains full control over their own health information. The right to consent for care, access their records, and manage their billing transfers entirely to them.
We have a formal protocol to manage this transition, which involves securing new consent directly from the new adult client and updating all account permissions and contact information. We cannot release any information to parents after this date without the 18-year-old’s explicit written consent.
What is your policy on leaving my child unattended in the waiting room?
To ensure the safety and well-being of all clients, children should not be left unattended in our waiting area. Our administrative team is not able to provide supervision. Our providers are encouraged to schedule separate parent-only sessions when needed to avoid this situation.
What if I have a crisis or need to contact my provider between sessions?
We are not a crisis or emergency service. If you are experiencing a mental health emergency, please call 911 or go to your nearest emergency room. For non-urgent communication, such as scheduling or billing, you can contact our Client Relations team during business hours. Providers do not typically offer support or consultation via email between sessions, as your session time is reserved for your dedicated therapeutic work.
How to Join Your Online Therapy Appointment from Your Laptop or Desktop Computer
How to Join Your Online Therapy Appointment from Your iPhone or iPad
Prerequisite: You will need to download the Jane Online Appointments App. This can be found in the App Store on your device.
