Policies and Procedures

Cancellations by Client

  • Cancellations can be made up to 24 hours before your scheduled appointment time (home visit, teletherapy session, in-person session in clinic, meetings, etc.).

  • Cancellations made within 24 hours of your appointment time are subject to the full amount of your appointment fee.

  • If you need to cancel or reschedule an appointment, please call us or send us an email. We will refer to time stamps on communications to determine the amount of notice provided.

  • **Emergencies will be assessed on a case-by-case basis. In light of our current situation, if you or anyone in your household is feeling ill, please let us know immediately and do not attend in-person appointments.

Cancellations by Clinician

  • If your clinician needs to cancel an upcoming appointment, at least 24 hours notice will be given to you via email, text and/or phone call.

  • In the unlikely event that your clinician needs to cancel your appointment with less than 24 hours notice, you will receive a makeup session to be scheduled at a time that agrees with the client and clinician’s schedules.

  • We will refer to time stamps on communications to determine the amount of notice provided.

  • When the child is ill, home visits should be cancelled with as much notice as possible. If a child is visibly ill at a home visit (e.g., new or worsening cough, signs of cold or flu, etc.), your clinician has the right to cancel the home visit and charge for one hour, in addition to any applicable travel time.

Late Arrivals

  • If you are late for an appointment, your appointment will still end at the originally scheduled time unless accommodations can be easily made by your clinician to extend your session without conflicting with another client’s appointment or the clinician’s schedule.

  • We will make every effort to accommodate this, however if this is not possible due to other scheduled appointments or responsibilities, you will not be issued a make-up session, refund, or credit toward future services for lost time.

No Shows

  • Your clinician has set aside time, space and materials for you specifically for your scheduled appointment time.

  • Your clinician will wait up to 15 minutes for you to arrive at your appointment (virtual, phone call, or in-person). If you do not show up for an appointment and provide no prior notice, you will be charged the full amount of your appointment fee.

  • If your clinician arrives for a home visit, meeting or session and no one is home, the clinician will attempt to contact the parent/guardian, and wait for up to 15 minutes for the parent/guardian to arrive. If no one arrives home after 15 minutes, the clinician will leave and one full hour plus applicable travel time will be billed.

  • If you have 3 consecutive late cancellations or no shows, you will forfeit your regular therapy slot and be placed back on the current waiting list until a slot that meets your scheduling needs opens.

Autism Funding

  • Parents are responsible for ensuring that there are funds available through Autism Funding to cover the cost of their sessions.

  • If, for any reason, the clinician is unable to bill Autism Funding for services, the parent/guardian is responsible for paying the cost of the session in full.

  • If, for any reason, the parent/guardian does not pay for the services within 14 days of being notified of their outstanding balance, the clinician reserves the right to cancel all upcoming sessions.

  • If your sessions are canceled due to missed payments, you will lose your appointment slot and be placed on the waiting list until balances are paid in full.

Last updated on April 25, 2022

email: stephanie@kootenayslp.com

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1334 Cedar Ave., Trail, BC V1R 4C2