Client Care Policy
As an Ontario-based professional counselling clinic, our primary concern is ensuring that your concerns about your mental health and well-being are being addressed and that you are receiving the mental health care you need.
We encourage all of our clients to give us feedback—regardless of whether it is positive or negative—in order to allow us to provide you with the best treatment possible.
Thus, if you are not satisfied with the services or are not feeling connected with your assigned therapist, do not hesitate to inform us.
We will gladly listen to your concerns and do our best to accommodate your needs. It is our sole intention to ensure that our clients are receiving the best treatment possible.
We understand the importance of building rapport and effective collaboration with your therapists.
Clients' Rights & Responsibilities
As a client at Hopewoods you have the right to:
- Select a staff member at our clinic who meets your needs, and request to change staff members if you are not feeling connected to your currently assigned one.
- Receive specific information about each staff member's qualifications, including education, experience, and certifications.
- Obtain a copy of the code(s) of ethics your assigned therapist must follow.
- Receive a written explanation of services offered, time commitments, fee scales, and billing policies prior to receipt of services.
- Understand your assigned therapist’s areas of expertise and scope of practice (for example career development, anxiety and depression in children/teens, couples therapy, etc.).
- Receive our services in a non-judgmental, confidential, and compassionate therapeutic environment.
- Receive information about emergency procedures (for example, who to contact and how to contact them in the event of a crisis).
- Ask questions about our therapy techniques and strategies, including potential risks and benefits.
- Establish goals and evaluate progress with your assigned therapist.
- Request additional opinions from other mental health professionals.
- Understand the implications of diagnosis and the intended use of our psychological reports.
- Obtain copies of records and reports.
- Terminate the therapist relationship at any time.
- Share any concerns or complaints you may have.
As a client at Hopewoods your responsibilities consist of the following details. These are established in order to receive the best quality service from our staff.
- Inform our staff if you are receiving mental health services from another professional or clinic.
- Adhere to your established schedules. If you must miss or reschedule an appointment, contact us as soon as possible.
- Pay your invoices in accordance with our clinic's billing agreements.
- Follow the agreed-upon goals and strategies established in your psychotherapy sessions.
- Inform your assigned therapist of your progress and challenges in meeting your goals.
- Participate fully in each session to help maximize a positive outcome.
- Consider appropriate referrals from your assigned therapist.
- Avoid placing our staff in ethical dilemmas, such as requesting to become involved in social interactions or to barter for services.
Confidentiality Statement
In all cases, the identities of our clients and their self-disclosures are handled in a strictly confidential manner.
However, there are a few exceptions to client confidentiality due to legal or ethical obligations.
You will be informed about these exceptions in our intake session.
We are here to help
Our team of experienced counsellors is dedicated to providing you with a safe and supportive space to explore your thoughts and feelings.
We understand that taking the first step can be difficult, which is why we offer free consultations to help you get started. You can book online or contact us directly. Please call our staff if you have any questions.
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