Clinic Policies

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To make sure everything runs smoothly when you use our services, we kindly ask that you provide us with a valid credit card to keep on file. This helps us ensure a consistent and convenient experience for you. Rest assured, your information is kept safe and secure with us.

We understand that you may have other payment arrangements or insurance coverage in place, but having your credit card details handy helps us streamline things as part of our commitment to providing you with the best possible service. 

If you need to cancel your appointment, we ask that you let us know as soon as possible. If you can provide us with at least 24 hours' notice, you will not be charged for the session. No-shows or same-day cancellations will be billed at the regular rate, including cancellations due to illness.

For standardized assessments, due to the fact that these take up much more time in the schedule than a standard appointment, you must provide at least 7 days' notice to cancel. Rescheduling may also be an option in some cases, please contact us for more information. You will be charged for two hours of the clinician's time in the case of a last-minute cancellation.

For the health and safety of staff and clients, we ask that that you cancel your session if your child is ill. This includes any condition that may be infectious and/or would ordinarily exempt your child from attending school or daycare, including any symptoms that have been exhibited in the last 24 hours. If your child is sick, your session will be cancelled and you will still pay the full cost of the session, unless you have given 24 hours notice (see above for details on rescheduling).  Please call as soon as possible if you are unsure.

Remember: You can always switch your appointment to teletherapy in order to reduce the risk of infection

Our 24-hour cancellation policy has an exception for monthly observation appointments, which are critical to our SLPA (Speech-Language Pathology Assistant) program and the supervisory standards we strive to uphold. Due to the importance and limited availability of these appointments, cancellations are not permitted. Instead, we offer the following: 

Half-Hour Meeting: The appointment can be changed to a 30-minute meeting between the SLP (Speech-Language Pathologist) and the SLPA. This option will be billed as 30 minutes of time for each clinician. 

This ensures that the observation component of the SLPA program is maintained despite any scheduling conflicts. 

If you need to cancel your appointment with less than 24 hours notice, we may be able to waive any fees if you are able to reschedule your appointment to another day. Please call us for details.

There are no additional charges when switching your appointment from in-clinic to teletherapy (or vice versa).

We try to be as flexible as we can regarding your appointments. You are allowed to cancel your appointments at any time. However, as your appointment time is reserved for you, we request that you do not cancel all your appointments for the month. Cancelling all your recurring appointments in a month can result in you losing your reserved time. Although you cannot temporarily cancel your recurring appointments, we would be happy to come up with a solution that works for your situation. For more information regarding temporary cancellation and scheduling changes please contact us. 

If you would like to permanently change your recurring appointment time, we ask that you try to provide at least 30 days notice to allow us to try facilitate any changes. Your appointment time is reserved for you and we cannot guarantee availability outside of that time slot. The sooner you can let us know about any schedule changes, the easier it will be for us to find a time that fits your availability.

Each appointment is a therapy hour long, this means each session is 50 minutes of direct clinician-client therapy and 10 minutes to debrief, clean, and write notes. The last 10 minutes of session allow the clinician to talk to Parents/Guardians about progress and goals as well as write the notes for the appointment. When a child is not picked up at the designated time, this prevents the clinician from completing these tasks during your scheduled appointment time. Due to these tasks still needing to be completed outside of the appointment time, a late fee will be charged. 

The late fee schedule is as follows:

• If a Parent/Guardian picks up at the end of the appointment time rather than the therapy hour a 15-minute late fee will be charged. The charge covers the cost of the clinician’s debrief and additional time for the clinician to write up the session notes. The fee is based on the clinician’s hourly rate.
• If a Parent/Guardian arrives after the end of the appointment they will be charged for 15-minute increments until the arrival of the parent (maximum charge of 1 hour.)
• If we have not heard from the Parent/Guardian or been able to reach their emergency contacts at 1 hour after the appointment end, we will call the appropriate authorities. 

We are are open all year round (including over the summer), with the exception of BC Statutory Holidays. We are closed for two weeks at the end of the year (coinciding with the school winter break), and we will also be closed if the Langley School District has a Snow Day. In the event of a Snow Day, you will be given the option of having a teletherapy appointment or rescheduling.