Dear Families,
We would like to welcome you and your child to the Toronto Children’s Therapy Centre services. This letter is to provide you with information on the following:
• Who We Are: Vision, Mission and Philosophy
• Fees, Payment Options & Receipts
• Attendance Policies
• Other Policies
• Consent for Service
• Documentation
• Privacy
• Contact Information
WHO WE ARE
The Toronto Children’s Therapy Centre (TCTC) is a pediatric private practice owned and operated by Lizette Alexander, occupational therapist and Annemarie Weeda, speech-language pathologist.
All of our therapists are self-employed and members in good standing with the College of Occupational Therapists of Ontario (COTO) and the College of Audiologists and Speech-Language Pathologists of Ontario (CASLPO). Service is provided in accordance with the highest professional standards established by our regulatory bodies.
We are embarking on a journey towards neurodiversity-affirming practice and recognize our privilege and responsibility in working with neurodivergent clients and their families. We are guided in our journey by the lived experiences and expertise of the neurodivergent community and are committed to centering their voices while we transform the care we provide.
Vision
Create playful and positive learning experiences that will capture and leverage your child’s unique strengths.
Mission
Our mission is to support children in their development and enable them to achieve their personal best at home, at school and in their communities.
Philosophy
We believe that every child can learn when we tap into their unique learning style.
We believe that learning should be a positive and enjoyable experience.
We believe that positive experiences lead to a positive sense of self.
We believe in supporting clients and their families in becoming the best version of themselves through collaboration, co-creation, self-efficacy and advocacy.
We believe in equitable, affirming and equipped environments as the foundation for prosperity!
FEES, PAYMENT OPTIONS & RECEIPTS
Rates for service are competitive and within the guidelines recommended by our professional associations.
• Fees: Please visit our website to review the most current fee schedule listed under each profession.
• Payment Options: Payment for all services is due immediately after each session and can be made by e-transfer or credit card. TCTC requires a credit card on file in Jane, as of the first appointment, for all clients even if they prefer to pay by e-transfer. If payment is not received within 24 hours of any appointment (e.g., assessment, therapy, consult, late cancellations, no show), the overdue fee will be charged to the credit card on file. Your therapist will notify you by email before charging your credit card.
• Receipts: After payment has been received, a receipt will be sent to the email address we have on file. Receipts will contain all information necessary for tax, insurance, or reimbursement purposes. Parents should be aware that Toronto Children’s Therapy Centre cannot guarantee e-mail security, and there is a risk of having e-mail intercepted by a third party. Therefore, please inform your therapist if you would prefer to receive your receipt in person or by mail.
• Late Cancellations, No Shows, and Late Payments: All payments are expected the same day as your scheduled appointment. Late cancellations and no shows are billed at 50% of the scheduled appointment rate. If payment is not received within 24 hours, the overdue fee will be charged to the credit card on file. Your therapist will notify you by email before charging your credit card.
ATTENDANCE POLICIES
Consistent attendance is essential to your child’s progress with therapy. The same appointment time and day will be reserved for your child each week. You and your therapist will decide together how many sessions will work best for your child and your family. We do request the following in order to ensure the best service for all our families:
• Single cancellation: Should you need to cancel your scheduled appointment, please inform your therapist at least 24 hours in advance. Except in cases of a one-time sudden emergency, all cancellations with less than 24-hours’ notice will be charged at 50% of the service fee.
• Vacations: Please inform your therapist well in advance of any scheduled vacations. If timely notice is provided, your child’s reserved appointment time can be held for up to two weeks.
• Discontinuing service: We value an open dialogue and we are here to support you through decisions that are best for you and your child. We understand that sometimes therapy or a certain therapist is not a good fit; that is okay. Your therapist will maintain ongoing communication with you about your child’s progress and together you can decide when to discontinue therapy. We honour you and your child’s autonomy in making this decision. We request that you inform your therapist if you decide to discontinue service at any point to avoid a late cancellation or now show charge.
• Frequent Cancellations or Late Payments: Inconsistent attendance can impact your child’s progress with therapy. In the event of frequent cancellations or no shows, your therapist reserves the right to let you know that service will be discontinued. Your child will always be welcome back when they are able to attend more consistently, however, we cannot guarantee the same appointment time will be available. In the event of frequent late payments, your therapist also reserves the right to discontinue service.
OTHER POLICIES
TCTC Harassment Policy
TCTC strives to provide services in a respectful, kind and compassionate manner for all of our clients and families. We request the same treatment in return.
TCTC has a zero-tolerance policy for maltreatment and reserves the right to cancel all services for any of the following behaviour:
• offensive language or swearing
• verbal or written abuse of any kind
• racist comments or stereotypes
• threats or physical harm
TCTC Suspected or Confirmed Infections, Rashes, Bug/Vermin Policy
The health and safety of our clients and therapists is a priority. In cases where a contagious infection, rash, bug bites or vermin infestation is suspected or confirmed, TCTC reserves the right to request confirmation from a doctor that the condition is no longer communicable or that treatment has been completed. Virtual appointments can be offered while confirmation is obtained. The following website may be helpful in determining risk:
https://caringforkids.cps.ca/handouts/health-conditions-and-treatments
CONSENT FOR SERVICE
Informed consent is everyone’s right under the Health Care Consent Act, 1996. Your TCTC therapist will discuss the following information with you (parent/substitute decision-maker) and/or your child:
• Purpose and nature of the proposed service
• Expected benefits and relevant risks of proceeding with the service
• Likely consequences of not proceeding with the service
• Possible alternatives to the proposed service
• Financial arrangements regarding payment for the service
• The right of the client to withdraw consent for service at any time
DOCUMENTATION
As per the Personal Health Information Protection Act, 2004 (PHIPA) and standards dictated by our professional regulatory bodies, the College of Occupational Therapists of Ontario (COTO) and the College of Audiologists and Speech-Language Pathologists of Ontario (CASLPO), your therapist will collect, use and disclose personal information only as necessary and will maintain a paper and/or electronic record. The record may include documentation of the following personal information: contact information, identifying information, referral source, medical, educational and developmental history, information about other services provided to the child, assessment procedures and results, treatment plan and progress, recommendations or advice provided, information about referrals to other providers, consents obtained, services declined, reports shared or received, attendance, discharge information, information about any adverse outcomes, information about any legal requirements to share the child’s personal records, and financial records related to the services provided.
Retention of Personal Information:
The TCTC therapists value the importance of protecting your personal information, and will take the following steps to protect all the personal information shared with us:
• Paper information is held under supervision of the treating therapist or is secured in a locked and restricted area.
• Electronic hardware (e.g. laptop) is under supervision of the treating therapist or secured in a locked and restricted area. Our computers are password protected and encrypted.
• Paper information is transmitted through sealed and addressed envelopes, marked “Confidential”.
• Electronic records are stored and transmitted via a secure web server with security measures that meet the standards recommended by the Information and Privacy Commissioner of Ontario (IPC).
Destruction of Personal Information:
Ontario government legislation, COTO and CASLPO dictate how and when we can dispose of the personal information in our possession.
• Records for adults are kept for at least 10 years following the last professional contact with the client.
• Records for children are kept for at least 10 years after their 18th birthday.
• TCTC will destroy the records within 3 months of that time after the 10-year period.
• Paper files are destroyed by shredding.
• Electronic information will be deleted and when the hardware is discarded it will be physically destroyed.
Access to Personal Information:
You have the right to access and review the personal information and records collected and created by your TCTC therapist. The request can be made in writing or verbally to your therapist or the TCTC information officer. We will help you to understand the information, such as short forms and technical language, contained in the record. TCTC reserves the right to charge a nominal fee to cover the costs associated with such requests, e.g., time locating requested records, time spent reviewing with you, cost of printing and mailing. You will be informed in advance if the fee is expected to exceed $25.
Requesting a Correction:
You have the right to request a correction to your personal health information. TCTC will respond to your request in writing within 30 days. We may require documentation from you in order to support the correction. Any factual errors or omissions will be corrected, however the therapist’s professional opinion and observations made in good faith may not be changed. If the correction will have an effect on the care provided, a copy of the corrected version will be forwarded to anyone with whom the original had previously been shared. Whether the correction is made or not, it will be documented in the record that a correction was requested. If you disagree with our decision not to correct the record, you may make a complaint to the therapist’s respective regulatory college.
PRIVACY
In accordance with PHIPA, the TCTC therapists are committed to protecting the privacy of all personal and medical information that is collected. We will store, use and disclose personal information responsibly and according to the extent necessary for the services we provide. We will be open and transparent regarding the manner and procedure we use to handle personal information within our possession.
Disclosing Personal Information:
With your express consent, the TCTC therapists can share personal health information with your child’s pediatrician, family physician, school or others involved in your child’s care whom you designate. You may withdraw your consent to share information at any time by informing your therapist. However, the withdrawal of consent will not be retroactive.
Occupational therapists and speech-language pathologists in Ontario do not have to obtain consent to share personal health information in the following situations:
• If a family submits a health benefit claim to their private insurance company and we are contacted by the insurance to verify the claim, the TCTC therapists can confirm the following information for the insurance company: the name of the patient, service provided, date of service, the name of the person who provided the service and the fee charged for the service. Express consent would be obtained before providing the insurance company with any additional information.
• If we suspect child abuse or neglect.
• If we suspect sexual abuse by another regulated health care provider.
• If we believe our client presents a serious danger of physical harm to themselves or to another person.
• If there is an emergency situation such as a medical emergency.
• If we are legally required to disclose information by a subpoena, warrant or court order.
• If we are selected for an assessment of our practice as part of the Quality Assurance process by our regulatory bodies: COTO and CASLPO.
External consultants, such as our accountant, may need to review some of our records in order to perform their job. Any external consultants working with TCTC must also be accountable to PHIPA.
Email and Text Communication:
Any personal information collected via e-mail or text is only used for its stated purpose, for example, requesting TCTC to contact you via telephone or email or re-scheduling an appointment. It is possible for messages sent by email or text to be intercepted. TCTC does not guarantee the security or confidentiality of email or text communication. Your continued use of email or text to communicate about your child confirms that you accept this risk. Alternately, you may contact us by phone in order to exchange personal information.
CONTACT INFORMATION
If you have questions or concerns about how your personal health information has been collected, used or disclosed, please speak with your TCTC therapist or contact the TCTC Chief Information Officer:
Annemarie Weeda, M.Sc., reg. CASLPO
661 Greenwood Avenue
Toronto, ON M4J 4B3
647-235-9886
If you have a question or concern about the professionalism or competence of our therapists please contact your therapists’ clinical lead.
You have the right to share your concerns or make a complaint about your therapist with their regulatory body:
College of Occupational Therapists of Ontario
20 Bay Street, Suite 900, PO Box 78, Toronto, Ontario M5J 2N8
Phone: 416-214-1177 or 1-800-890-6570
Email: info@coto.org
Website: www.coto.org
College of Audiologists and Speech-Language Pathologists of Ontario
175 Bloor St E, Suite 601, Toronto, ON M4W 3R8
Phone: 416-975-5347 or toll free: 800-993-9459
Email: caslpo@caslpo.com
Website: www.caslpo.com
You have the right to share your privacy concerns or make a complaint in writing with:
Information and Privacy Commissioner of Ontario
2 Bloor Street East, Suite 1400
Toronto, Ontario M4W 1A8
Telephone: 416-326-3333 or 1-800-387-0073
Email: info@ipc.on.ca
Website: www.ipc.on.ca
We are looking forward to working with you and your child!
– The TCTC Team