Frequently Asked Wellness Questions

What is Maternal Health Niagara?

We are a collaborative of registered health professionals working together with shared values to support individuals and their families.

Do you support outside of Niagara?

Yes! We are all in good standing with our professional regulatory bodies to practice in Ontario. We support anyone living in Ontario.

Where is your office located?

We provide psychotherapy virtually, by phone or video sessions. We have a select few therapists that can offer in-person services.

Our office is at 128 Lake street in St. Catharines

**Marie-Eve, our physiotherapist, has 2 locations she practices in-person appointments.

Does OHIP cover your cost?

Our services are not covered by OHIP. If you have extended health care benefits, you may have coverage for a registered social worker, occupational therapist, physiotherapist. It is best to confirm directly with your insurance provider.

Does your insurance cover services provided by a Registered Social Worker (RSW)? Occupational Therapist (OT) or a Physiotherapist (PT)?

What is the yearly coverage for therapy?

What is your balance remaining for the year?

Is there a maximum coverage per session and a maximum number of visits?

Do I need a referral to book?

We welcome self-referrals. A medical note is not necessary for services unless your insurance provider needs one. Don't hesitate to get in touch with the therapist directly to book.

What payment do you take?

We accept credit card and e-transfer

What to expect at my first psychotherapy appointment?

Before your appointment, you will receive paperwork (consent, intake questionnaire and screenings) to be completed. At your intake appointment, your therapist will gather detailed information about your health and wellness. Together we will develop a plan to achieve your goals.

We are here to support you where you are at, and we understand that you may have a child(ren) in your care during your session.

What is the Controlled Act of Psychotherapy?

As of December 30, 2017, the controlled act of psychotherapy has been proclaimed in force and has become one of fourteen cool acts defined in the RHPA. A controlled act is an activity thought to have the potential of posing a risk of serious harm to the client. Restricting the performance of controlled acts to certain regulated professionals who are legally authorized to perform them is the approach to protecting the public set out in the RHPA. As a result, as of December 31, 2019, the performance of the controlled act of psychotherapy is restricted to members of the following regulatory colleges:

source: https://www.ocswssw.org/professional-practice/regulation-of-psychotherapy/

What to expect in my first pelvic floor appointment?

The first appointment is a one-hour appointment. Expect to have at least 40 min to express your concerns about your specific issues and tell your story. Marie-Eve will gather your gynecological, urinary, digestive, and sexual health as the pelvic floor muscles have a significant role in optimizing the function of those systems. Next, we perform a screen for the lower back, pelvis and hip movements. So have a yoga mat close by.

By the end of the first visit, you will know to understand your pain or pelvic floor muscle dysfunction, a timeline to address your specific issue and exercises to start your journey to recovery.

Follow-up visits are scheduled to achieve your specific goals. It can be every week or every month. These visits are scheduled for 30 min and aim to review your concerns and go over your physiotherapy "wish list." This way, we can continue to progress your exercises at an optimum pace to rehab your muscle, ligaments, and nervous system.

Office Policy for Social Work, PSYCHOTHERAPISTS & Occupational Therapy Services

Office Policy for Social Work, PSYCHOTHERAPISTS & Occupational Therapy Services

PSYCHOTHERAPY SERVICES

Professional Fees Sessions are 50 minutes and 10 minutes for case notes for 60 minutes.

Registered Social Workers: (Ontario College of Social Workers and Social Service Workers)

If you have an outstanding balance, your sessions will be paused until service fees are paid in full. (During exceptional circumstances, please speak with your therapist.)

Clinical services provided by a social worker are HST-exempt. Services provided by a Registered Psychotherapist require HST.

We prorate our service fee for administrative tasks (such as letters) at 15-minute intervals.

Fees are reviewed annually and are subject to change.

For payment, we accept CREDIT CARD or E-TRANSFER. Please send E-Transfers directly to your therapist’s email address. Your therapist will issue a receipt upon payment.

If you have extended benefits, we encourage you to confirm their service coverage, including professional designations and allotted funds. You are responsible for submitting the claim for reimbursement to your insurance. Some therapists on the team can provide direct billing for some extended benefits. Please speak to your therapist.

Bookkeeping/ Records/ Cancellation:

Maternal Health Niagara Social Workers use the “Jane App.” Once you are an active client, you can log in and book your appointments. If you would like to become a client, please contact Admin@Maternalniagara.ca.

Each therapist is a Registered provider with their respective college to provide services in Ontario (some may be able to provide services in other jurisdictions). If you are not physically in Ontario, please advise your therapists, as we will likely be unable to provide services while you are away.

Administrative record:

The information in your profile and the billing records will remain part of the administrative record—Maternal Health Niagara’s Jane App account, owned by Emily Pollak and in compliance with PHIPA.

Your name will be visible to the team; however, your records will remain private and belong to your therapist.

Clinical record:

Your therapist is responsible for storing your clinical documents following their Colleges Regulations/ Code of Ethics and the Personal Health Information Protection Act (PHIPA). Your therapist is the health custodial of your clinical records.

If your therapist leaves Maternal Health Niagara, they will export and store your records. Maternal Health Niagara will archive your clinical documents, and your administrative profile will remain in the system.

Booking:

Active clients have access to their therapist’s schedule. Please book your appointments one month in advance to ensure your preferred time is available. You have a choice of phone or video appointments.

We have a select number of therapists available for in-person services.

If you have not attended therapy in 2 months, your file will be closed, and you can no longer book appointments. If you wish to return, please reach out to discuss your needs and availability.

If you require an appointment and your therapist is unavailable, you can add yourself to the waitlist. We do our best to offer cancelled appointments to clients on the waitlist. You will receive an email notification if a space becomes available. The system is live. There is no guarantee that the spot will remain open.

We require a valid credit card number to hold your appointment. Jane App will securely store your credit card information. You can pay using an alternative approved payment at our appointment (e-transfer).

Attendance:

We ask that you are on time for your appointment. If you are running late, please advise your therapist; if you have yet to arrive after 15 minutes, your appointment will be counted as a no-show and billed accordingly.

Cancellation Fees:

Late cancellations and missed visits impact other clients who could have used the session. We require a 24-hour cancellation notice; less than 24 hours is subject to the full-service fee. Therapists will charge Credit Card on file as per the cancellation policy.

As we navigate illnesses over the season and you must cancel your appointment due to sickness, please talk with your therapist. There may be times when your therapist may need to cancel as well. We must extend compassion during these times.

Maternal Health Niagara:

The providers at Maternal Health Niagara are all private practitioners responsible for their clients, billing, and record-keeping. We have a shared fax line, general email account, social media, and website. There is a confidentiality agreement between providers.

Your name will be visible to other team members in the Jane App system to other team members; they will not access your clinical records.

Jane App allows clients to provide a review/rating after appointments. The reviews are private and utilized only by Emily Pollak to evaluate clinical services.

Therapeutic fit

We recognize how personal therapy is and the importance of a solid therapeutic alliance. If you ever feel your therapist is not the right fit for you. THAT IS OK! Your needs matter, and we support that. Just email Emily at Admin@maternalniagara.ca, and we can work together to find the right fit.

Confidentiality:

Services are confidential. Sometimes, it would be beneficial for your therapist to speak with other service providers in your life, such as your health care provider. Your therapist will request consent to share information about you. Best-practice standards include utilizing consultations/supervision. Your therapist may provide information about your sessions for professional development. It is your right to withhold or withdraw consent or place conditions on the information shared about you. If you have any requirements for clinical supervision, please share this with your therapist.

There are a few circumstances where your consent may not be required: A) Legal obligations. B) If your therapist assesses that you are at imminent risk of suicide or harming others, we cannot devise a plan to keep you safe. Ex: you have a plan and intend to die by suicide. C) If your therapist assesses that there is/ was a past, present or future risk of harm to a child, they have a professional duty to report these concerns to the appropriate agency. Risks may include physical abuse, emotional abuse, sexual abuse, neglect, and exposure to domestic violence. Anything subject to the Children and Family Services Act. D) Social Workers are bound by law to report a colleague (another social worker or social service worker) to the Ontario College of Social Workers and Social Service Workers for professional misconduct, including having sexual relations with a client. Occupational Therapists & Psychotherapists are mandated to report if they believe a client may have been or is being sexually abused by a fellow therapist or another regulated healthcare professional. E) If the college investigates concerns related to your therapists, your records may be subject to review.

Please note that if you see your therapist in the community, they will not approach you to ensure your privacy. You are welcome to say hi if you wish.

Virtual Therapy/ Privacy/ Communication

Telephone calls:

Therapists do their best to return calls within their business hours. Each therapist has their own set of working days. Please ensure that your current contact number(s) are in Jane.

Our therapists use their cell phones which are less secure than landlines. If you are concerned about this, please speak with your therapist.

Virtual Therapy:

We currently use an online platform that complies with professional standards. It is important to note that there is a risk of privacy breaches.

For your sessions, please find a space where you feel comfortable and safe talking. You are responsible for ensuring that you are in a private area. Please communicate with your therapist if you have concerns about domestic violence or safety.

In-Person:

Our office has optional masking for in-person services. We supply masks if you wish to wear one, and your therapist is happy to wear one with you.

Please do not attend the office if you have any symptoms, including and not limited to fever, cough, or vomiting. We ask that you are symptom-free for 24-48 hours. We are happy to rebook your session when you feel well.

We appreciate your support as we provide healthcare services to vulnerable people.

Texting/ Emails/ Social Media: Therapists may use texting and emails to communicate about appointment times or changes. JANE (booking system) will send you an appointment reminder via email and text unless you select otherwise.

Please remember that emails, texts, cell phones and social media are not secure ways of communication.

Any form of communication may become part of your clinical file per our standards of practice.

Social Media is a forum to network and share information that may be relevant to the public. Therapists will not share any information about their clients if they are on social media. It is important to remember that posts/ comments are not private. Your therapist may see your posts if you are an active member of the same groups. If this is a concern to you, please speak with your therapist.

Therapists have strict professional guidelines we must adhere to; as such, we cannot be connected, i.e., “friends” with anyone on social media.

Crisis Services:

MHN does not provide a crisis service. For emergencies, don’t hesitate to get in touch with one of the services below: If you feel at imminent risk of harming yourself or others, please call 911 or go to the nearest Emergency Room. Ontario Crisis Services: Provincial Abuse Support Lines- Assaulted Women’s Helpline 1 (866) 863-0511 Distress/Support Line- Canada Suicide Prevention Service 1 (833) 456-4566 Kids Help Line- 1 (800) 668-6868 or text CONNECT to 686868 Local Niagara Services: Crisis Outreach and Support Team (COAST) Niagara: 1(866) 550-5205 ext. 1 Niagara Region Sexual Assault Centre (CARSA): 1(905) 682-4584 Pathstone Mental Health Services: 1(800) 263-4944 Gillians Place 1(905) 684-8331 Niagara Children and Family Services 1(888) 937-7731

Benefits & Risks:

Your participation in therapy comes with benefits as well as risks. However, no one can promise a specific result or some potential benefits from engaging in the therapeutic process. We will discuss your goals, what you hope to gain from services and any difficulties you wish to address. The benefit(s) from treatment depends on the time, the goal(s) and the level of follow-through. You may not reach your goals. If this is the case, your therapist may discuss other treatment options, change the clinical intervention, readjust goals, discontinue treatment, or refer you to a different service provider. When you start therapy, you may have feelings or behaviours that worsen. You must discuss these issues with your therapist if they arise, so they can help you with ways to handle them.

Your Rights:

Therapists aim to provide professional, ethical, and respectful services. If you have concerns, please discuss them openly and honestly with your therapist. In addition, Emily Pollak welcomes you to share your concerns with her as the clinic owner.

The Ontario College of Social Workers and Social Service Workers regulates the services provided by Social Workers. The College of Registered Psychotherapists Ontario governs the services provided by Registered Psychotherapists.