Question 1

It's my first appointment. What can I expect?

Accepted Answer

In the first session, your therapist will go over a few things including:
What you can expect in the counselling process
The limits of confidentiality
Review policies on cancellation, lateness, and social media
Emergency contact information
Your hopes and goals
Review your background, such as your general life story, family background, and current relationships
By the end of the first or second session, they will share how they see you moving forward in a therapeutic relationship.

Question 2

Will insurance cover my appointments?

Accepted Answer

Counselling may be covered by extended health care plans - please check with your provider about coverage of counselling services.

If counselling is part of your plan's coverage, we can direct bill to some benefits plans for some therapists. Arrive prepared to pay at the time of your appointment and submit the receipt for reimbursement from your plan.

We have clinicians with RCC (Registered Clinical Counsellor), CCC (Certified Canadian Counsellor), Registered Social Worker (RSW), and Registered Psychologist (R.Psych) designations.

Question 3

How much does counselling cost?

Accepted Answer

Hourly session fees are based in alignment with standard rates in the province of British Columbia. Fees are payable at the beginning of each appointment by credit card. Rates for counsellors vary.
 
As of March 1, 2026 rates for Samantha Hanley and Jack Parkyn are:
$150 per 50 minute individual therapy session
$225 per 80 minute individual therapy session
$150 per hour for letters, forms, & clinical service, including legal services

As of March 1, 2026 rates for Bryanna MacLaren, Janice Tuling, and Suzanne Noel are:
$160 per 50 minute individual therapy session
$240 per 80 minute individual therapy session
$160 per hour for letters, forms, & clinical service, including legal services

As of March 1, 2026 rates for Ashley Phillips + Debra Bailey are:
$170 per 50 minute individual therapy session
$255 per 80 minute individual therapy session
$170 per hour for letters, forms, & clinical service, including legal services

Therapist/Counsellor rates for clinical consultation with Ashley Phillips are:
Individual: $130 per 50 minutes
Groups of 2+: Contact us for rates

Our online booking system, JaneApp, will ask for your Credit Card/Visa Debit information for your file for ease of payment.

Question 4

Cancellations: what if I can't make my appointment?

Accepted Answer

When cancelling or rescheduling an appointment,  2 business days' notice is required for counselling sessions and assessments, 5 business days' notice for half day intensives, and 10 business days notice for full day intensives.

If you provide less than than  2 business days notice for counselling sessions, less than 5 business days notice for half day intensives, and less than 10 business days notice for full day intensives, you will be charged 50% of the session fee.

If you provide less than 1 business day notice for counselling sessions, less than 3 business days' notice for half day intensives, and less than 7 business days' notice for full day intensives, you will be charged 100% of the session fee.

If you provide less than 2 business days' notice to cancel or change assessment appointments, the cancellation fee is $490 (two hours).

There's a high demand for services and your time with the clinician is reserved exclusively for you.

What about rescheduling?
We consider an appointment a “cancellation” if within the 2 business day window you request the appointment be moved to a  later date (unless otherwise agreed upon).

Two half-day intensives booked within a 5 day range are considered to be one full day intensive.

What are two business days?
Monday Appointments: By Thursday
Tuesday Appointments: By Friday
Wednesday appointments: By Monday
Thursday appointments: By Tuesday
Friday appointments: By Wednesday

Remember, statutory holidays shift these dates accordingly.

Arriving late to your appointment (10 minutes after the scheduled  time) is considered a no-show and you will be charged for the full  counselling session.

We use the booking system Jane for our business. This platform will  be taken as the correct date and time of appointment. Jane sends email and text message confirmations and reminders; however, these are considered a courtesy.

Question 5

What if counselling is not working?

Accepted Answer

Counselling may bring up uncomfortable emotions, giving a feeling of “moving backwards”. This is an expected part of the process and helps us move forward in our lives. Many clients share that while it wasn't pleasant at the time, they were able to make great changes in their lives by sitting with these uncomfortable feelings.

It's really important you feel absolutely comfortable with your counsellor. If you feel you’re not “connecting” with them – that's okay. We encourage you to talk to the counsellor about it so they can explore what's not working for you. We will also provide resources on who may be a better fit for you.

Question 6

How many appointments will I need?

Accepted Answer

The number of sessions depends on your needs and goals. It can range from 6 – 20 sessions, though we will work with you for as long as required to meet your therapy goals. Our therapists often see clients weekly or every other week, depending on the nature of their needs. The time may lengthen in between sessions as you become more confident around your reasons for coming to counselling.

Question 7

Waitlists: how long will I have to wait?

Accepted Answer

If there's a waitlist for a therapist, each will have a different wait time. The wait time depends on their current caseload and where each client is in their individual and unique treatment plan.

Should you wish to wait for a therapist, we check their caseloads monthly and will contact you when space becomes available. We can also recommend another therapist in our practice who might be a fit for you based on areas of specialization. Please ask us!
 
If you experiencing a crisis, please do one of the following:
Contact Crisis Centre at https://crisiscentre.bc.ca/ or 1.800.784.2433
Contact 911
Visit your nearest emergency room

Question 8

Do I need a referral?

Accepted Answer

You don't need a referral to book an initial appointment.

Question 9

How long are appointments?

Accepted Answer

We offer two types of appointments:

50 minute sessions
80 minute sessions
Half-day intensives
Full-day intensives

Our therapists value your time and will make every effort to see you right on schedule. We ask for you to be on time as well as this helps to create an effective counselling relationship.

Intensives are shown to be more effective than shorter sessions. This means that, while they require a higher investment, you are likely to spend less time overall in therapy.

Question 10

Is our conversation private?

Accepted Answer

Yes, these conversations are covered by the therapist's code of ethics which includes confidentiality. There are a few time when they cannot promise conversations are just between the two of you. That includes:
If the courts send a subpoena for notes and/or to testify in a court of law
If you make a threat to seriously hurt yourself or someone else, they are obligated to report this to appropriate personnel such as the police
If they believe a child or vulnerable person is being abused or neglected, or has been in the past, they are obligated to report this to the appropriate personnel such as the Ministry of Children and Family Development

We hold confidentiality as extremely important. If you and your therapist happen to see each other outside of the clinic in your day-to-day lives, the therapist will not acknowledge you out of respect for your privacy. You are welcome to say hello to them and they will say hello back!

Question 11

What credentials do the Kelowna EMDR Clinic therapists have?

Accepted Answer

Ashley Phillips is a Canadian Certified Counsellors (C.C.C.) with the Canadian Counselling and Psychotherapy Association (CCPA). Ashley is a Certified EMDR Therapist and an EMDR Consultant-in-Training.
Janice Tuling, Bryanna MacLaren, Debra Bailey, and Jack Parkyn are Registered Social Workers (R.S.W) with the BC College of Social Workers (BCCSW). 
Samantha Hanley and Suzanne Noel are Registered Clinical Counsellors (R.C.C.) with the British Columbia Association of Clinical Counsellors (BCACC).
Lisa Harder is a Registered Psychologist (R.Psych) with The College of Health and Care Professionals of BC (CHCPBC).

These designations require that they have a Master’s level education in counselling along with an extensive supervised practicum.

Our therapists are in good standing with the Canadian Counselling & Psychotherapy Association (CCPA), the BC Association of Clinical Counsellors (BCACC), the BC College of Social Workers (BCCSW), or The College of Health and Care Professionals of BC (CHCPBC).

Question 12

Do you work with ICBC/FNHA/WorkBC/Kelowna Metis Association?

Accepted Answer

We work with some third-party organizations, and typically take this on a case by case basis. At your request, we are happy to facilitate your access to the third  party benefit as long as you are able to pay the difference between the fee amount covered by the benefit and the regular session rate (between $150 and $170 for 50 minute sessions, or between $225 and $270 for 80 minute sessions, depending on the practitioner). ICBC: Ashley Phillips and Debra Bailey are ICBC approved providers. Other practitioners may not be able to work with ICBC claims - please ask us before booking an initial appointment. ➡ Visit ICBC.com if the accident was more than 12 weeks ago or is taking longer than 12 weeks. FNHA: We have limited approved providers with FNHA at this time - please ask us.Kelowna Metis Association: Yes, our therapists can work with clients with Kelowna Metis Association coverage.WorkBC: We have limited approved providers with WorkBC coverage - please ask us.
Autism Funding: Yes, we have therapists who can work with clients with Autism Funding coverage - please ask us.If you have a question about other third party insurers, we invite you to contact us.

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