North Shore Psychotherapy Client Policies and Informed Consent

Last updated: October 2026

At North Shore Psychotherapy, we aim to make accessing psychotherapy clear, supportive, and transparent. This document outlines our informed consent process, privacy practices, virtual therapy arrangements, payment and cancellation policies, and communication expectations.

1. Informed Consent to Psychotherapy Services

Psychotherapy is a confidential process designed to help you address concerns, develop a greater understanding of yourself, and learn effective personal and interpersonal coping strategies.

Psychotherapy involves a professional relationship between you and a qualified therapist working collaboratively toward your goals. The process may involve discussing sensitive, personal, or private information that can sometimes be distressing.

During therapy, you may experience periods of increased anxiety, sadness, uncertainty, or confusion as you explore difficult experiences and work toward change. Although psychotherapy can be beneficial, individual outcomes cannot be guaranteed or predicted. Your therapist will work collaboratively with you and provide support throughout the process.

You are encouraged to ask questions about treatment, therapeutic approaches, potential risks, benefits, and alternatives at any point during your care.

2. Collection and Use of Personal Health Information

North Shore Psychotherapy collects personal health information directly from clients whenever
possible, except where:

You have provided consent for information to be obtained from other sources, such as previous assessments or healthcare providers.
The law permits or requires information to be collected without consent, including certain urgent circumstances involving potential harm.

Personal health information is used primarily to provide and coordinate appropriate services, maintain clinical records, support treatment planning and monitoring, and manage billing.

Information may also be used for other purposes permitted by applicable law, including quality improvement and risk management.

3. Confidentiality and Limits of Confidentiality

With limited exceptions, your personal health information will not be disclosed to individuals outside the practice without your consent, unless disclosure is permitted or required by law. Limits to confidentiality may include circumstances such as:

Where disclosure is required or permitted by law to address a serious risk of harm to you or another person.
Where there are reasonable grounds to suspect that a child under 16 may be in need of protection, as required under Ontario child protection legislation.
Where a court order or other legal requirement requires disclosure.
Where a report must be made to a regulatory college concerning professional misconduct or sexual abuse by a regulated health professional, as applicable.

Where appropriate, your therapist may consult with other qualified professionals for clinical guidance, taking reasonable steps to protect your confidentiality and following applicable privacy requirements.

Your therapist will discuss confidentiality and its limits with you as part of the informed consent process. Where legally and clinically appropriate, reasonable efforts will be made to inform you before information is disclosed.

4. Access to and Correction of Records

Subject to applicable legal exceptions, you have the right to request access to your personal health information and to request copies of your records.

You may also submit a written request to correct information you believe is inaccurate or incomplete. If your therapist does not agree to the requested correction, you may have the right to have a statement of disagreement attached to your record, in accordance with applicable law.

If you have questions about privacy practices, wish to request access to or correction of your records, or have concerns about the handling of your information, please contact North Shore Psychotherapy directly.

Privacy complaints may also be directed to the appropriate oversight body, including the Information and Privacy Commissioner of Ontario, where applicable.

5. Virtual Psychotherapy Appointments and Electronic Communication Virtual appointments

Virtual appointments

Virtual psychotherapy sessions are conducted using designated videoconferencing software selected to support the privacy and confidentiality of sessions.

North Shore Psychotherapy aims to use software with appropriate privacy and security safeguards for handling personal information, including safeguards relevant to Canada's Personal Information Protection and Electronic Documents Act (PIPEDA), where applicable.
Although reasonable steps are taken to protect the confidentiality and security of virtual sessions, no electronic platform can guarantee absolute security or confidentiality.

You are responsible for arranging a reasonably private location and a reliable internet connection for virtual appointments, where possible. You are encouraged to use headphones when appropriate and take reasonable steps to prevent others from overhearing the session.

If technical difficulties interrupt a session, your therapist may attempt to reconnect or contact you using the agreed alternative communication method. If the session cannot continue, your therapist will discuss appropriate next steps and any applicable fee arrangements.

You may withdraw consent to virtual therapy at any time. Alternative arrangements may be discussed where appropriate.

Email, text, and other electronic communication

Communication between appointments may be used for scheduling, administrative questions, appointment reminders, and brief updates related to appointments. You may contact your therapist by phone, text, or email. However, complete confidentiality cannot be guaranteed when communicating through email, text messaging, or other electronic communication methods.

Electronic communications may be vulnerable to unauthorized access, interception, misdirection, or access by others who have access to your device or account. Although reasonable precautions are taken, these risks cannot be entirely eliminated.

Please avoid sending detailed or highly sensitive personal or health information through routine email or text messages. The privacy risks and limitations of electronic communication will be

discussed as part of the informed consent process.

6. Parent or Guardian Consent for Minor Clients

Before psychotherapy begins with a minor client, North Shore Psychotherapy will clarify who has legal authority to make healthcare decisions for the child and obtain consent in accordance with applicable law.

Parents or guardians must disclose relevant parenting arrangements, custody or decision-making agreements, court orders, or other legal restrictions that may affect consent to treatment. Copies of relevant documents may be requested where necessary to clarify decision-making authority.

The child's or youth's views, understanding, willingness to participate, and evolving capacity to consent will be considered as appropriate. Consent requirements will be assessed based on the child's circumstances and applicable law rather than assuming the same consent arrangement applies to every family.

Parents and guardians are responsible for providing accurate information about legal decision-making arrangements and notifying the therapist of any changes that may affect consent or treatment.

7. Session Fees and Payment

The fee for individual psychotherapy is $180 per 50-minute session, whether conducted in person or virtually.

Payment is due at the end of each session unless an alternative arrangement has been agreed upon in advance. Where a credit card payment arrangement has been established, payment may be processed immediately following the session. An invoice or receipt will be provided for services rendered.

Accepted payment method: E-transfer.

Clients are responsible for ensuring payment is made according to the agreed arrangements. Please do not send credit card numbers or other sensitive financial information by email or text message.

8. Insurance Coverage

Psychotherapy services are generally not covered by OHIP but may be partially or fully covered by extended health insurance plans.
You are responsible for confirming your coverage with your insurance provider before beginning services. This includes determining:

Whether services provided by a Registered Psychotherapist are covered.
Whether a referral or letter from a physician is required.
What information must appear on receipts.
Any applicable annual limits, session limits, or claim submission requirements.

North Shore Psychotherapy can provide receipts for services rendered but cannot guarantee insurance reimbursement. You remain responsible for payment regardless of whether an insurance claim is approved. North Shore Psychotherapy does not reimburse clients for claims rejected by their insurance provider.

Insurance providers typically do not reimburse late cancellation or missed appointment fees.

9. Cancellation and Missed Appointment Policy

North Shore Psychotherapy requires 48 hours'; notice to cancel or reschedule an appointment. Appointments cancelled with less than 48 hours'; notice, as well as missed appointments or no-shows, will be charged the full session fee of $180.

If you and your therapist are able to reschedule the appointment within the same week, the cancellation fee will be waived.

You are responsible for cancelling appointments using the cancellation link provided in your confirmation email. The online cancellation link may not allow cancellations within 48 hours of the appointment. If you need to cancel within this period, please contact your therapist directly using the email address provided in your appointment confirmation.

We understand that unforeseen circumstances and emergencies can arise. Individual circumstances will be considered on a case-by-case basis. However, if a pattern of repeated late cancellations or missed appointments develops, the cancellation policy will apply.

By agreeing to this policy, you acknowledge that you are responsible for applicable cancellation and missed appointment fees.

10. Communication and Response Times

Communication outside scheduled sessions is not a substitute for psychotherapy. Your therapist may not be able to provide therapeutic support, assess complex concerns, or respond immediately through email or text. Issues requiring more in-depth discussion may be addressed during your next scheduled session or through an additional appointment.

We aim to respond to non-urgent administrative messages within two business days. Response times may vary during evenings, weekends, holidays, or periods of leave. Messages are not monitored continuously.

Please arrive promptly for scheduled appointments. If you anticipate being late, notify your therapist as soon as possible. Late arrival may reduce the time available for your session.

11. Emergencies and Crisis Support

North Shore Psychotherapy does not provide 24-hour crisis support or emergency services through email, text, or other routine communication channels.

If you are in immediate danger, call 911 or attend your nearest emergency department. In Canada, you can call or text 988 for suicide crisis support.

Please do not rely on email, text messages, or online booking forms for urgent assistance.