FAQ

FREQUENTLY ASKED QUESTIONS

Below you will find answers to common questions that you might have about booking a counselling appointment and our counselling services.
If you have any questions that we haven’t answered here, please call or email us. We would like you to feel comfortable with the whole counselling process from beginning to end.

1. What are the rates for your services?
2. Can I fill in the intake form before I come to the appointment?
3. Do I book via phone or email?
4. Do you have evening and weekend appointments?
5. Does my insurance coverage pay for appointments?
6. How long are the appointments?
7. I can’t afford your regular fee. Do you have any options? IS a reduced or sliding scale available?
8. I don’t have childcare. Can I bring my child to my appointment?
9. Is it possible to pay online for sessions?
10. What if I change my mind about the appointment I made, or I find I can’t make it?
11. What if I’m not sure you can help me with my problem?
12. What will I need to know when I book an appointment?

 

1. What are the rates for your services?

Please contact us for a quote.

2. Can I fill any forms out I come to the appointment?
Yes, you can print off the contact form from our website. Please bring it with you to the first appointment. Copies are also available at our office.
For all other forms, they will be available in our office as these must be signed in person.
Alternatively, you can come about 10-15 minutes prior to your first session time to complete the forms which will be available in the waiting room on a clipboard. If a couple or family is coming, please have each person complete a form.
3. Do I book via phone or email?
Appointments can be made with our receptionist Bonnie, by calling 519-884-6784. She is available to discuss any questions you might have, and provide you with immediate information in regards to your appointment.

4. Do you have evening and weekend appointments?
Yes, we do have evening appointments; however we do not offer weekend appointments at this time.

5. Does my insurance coverage pay for appointments?
You will need to check with the insurance plan offered by your employer or the insurance company itself.
If your insurance company covers Psychologists, we are able to assist you, as we are partnered with Dalton Associates, which are licensed Psychologists.
Please do not assume that our services are covered. Payment for services rendered are due immediately, and we don’t want you to be surprised.

6. How long are the appointments?
Our therapy appointments are a full 60 minutes. On occasion we can provide sessions that are longer than 1 hour but they must be scheduled in advance of the appointment.

7. I don’t have childcare. Can I bring my child to my appointment?
We do not have childcare available or a separate area where children can play.
When family therapy is involved, the therapist will want you to bring the children. When the children are young, we generally ask only the parents to attend the first session to allow the adults to speak frankly about the situation.
When the focus is on the marriage or the adult individual, we ask that you do not bring your children. Please make arrangements for them so that you are able to focus on the important issues and are in a position to speak candidly. We don’t want your children to be exposed to a conversation that is not intended or not appropriate to be discussed in front of them.

8. Is it possible to pay online for sessions? When do I pay for a session?
Absolutely. We accept payments through PayPal and Bonnie can help you through that process. We also require payment in full at the end of each session, or in advance through PayPal.

9. What if I change my mind about the appointment I made, or I find I can’t make it?
Your therapist has set the appointment time aside for just you. That appointment time is not available for other clients or for other purposes when it is booked for a client. We ask that you attend the appointments as scheduled.

Our policy regarding cancellation:
• For all sessions we require 48 hours notice of cancellation of an appointment.
• If you fail to cancel the appointment, and the therapist is waiting for you, you will be charged the full fee for the appointment.
• In order to reduce wait times for appointments, prompt notice of cancellation or changes to appointment date or time is extremely important.
• Please note: that we adhere closely to our cancellation policy. With less than one full business day’s notice, 100% of the fee is charged to you.
• Please know that our policies reflect the balance between respecting a client’s need to change/cancel appointments on occasion with ensuring that our therapists’ time is respected.
10. What if I’m not sure you can help me with my problem?
It is normal to have reservations about therapy. If you have any questions about the services offered at ACT Associates please email or call. All communication is confidential. If you contact us by email, you will receive a response within one to two business days. If you are calling and Bonnie or Heather are unable to answer your questions, one of our therapists would be willing to speak with you briefly to answer any questions that you might have about our services.

11. What will I need to know when I book an appointment?

When booking an appointment with our receptionist, Bonnie will ask you a few basic questions about contact information, and the reason for why you are coming. The receptionist will review the following with you:
• Your name
• Address
• Phone number and email
• The best way to reach you
• Can we leave a message for you at your provided contact information
• Date of birth
• You will be asked a series of question with your intake information.
• You will also be asked to complete an intake form. You will be asked to come 10-15 minutes early to your first appointment to fill it in.
• The receptionist will also review our location and any other details about the first appointment and any questions you might have.
• The receptionist will also let you know about our cancellation policy.
• The receptionist will also inquire if you will need extra assistance in anyway. This is asked so that we are able to help you to the fullest extent while you are in therapy. Extra assistance could range from wheel chair accessibility to other assistive devices needed. Medical information is also helpful in case of an emergency.

12. What methods of payment are accepted?
We accept Visa, MasterCard, PayPal, debit or cheque. Note: An NSF fee of $45.00 will be charged to your account if a payment is returned.

13. What are your hours of operation?
Our hours are Monday to Friday 8am to 8pm.

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