CLIENT FAQ

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

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.

Your appointment is reserved especially for you. Last minute cancellations or changes leave a hole in the therapist's day that can't be filled. We require two business days' notice to cancel or change an appointment. Our fee schedule and cancellation window is as follows:2+ business days' notice: No charge1-2 business days' notice: 50% chargeLess than 1 business days' notice: 100% chargeLess than 2 business days' notice for assessment appointments: $490Two Business Days Notice Is:Monday appointments: ThursdayTuesday appointments: FridayWednesday appointments: MondayThursday appointments: TuesdayFriday appointments: Wednesday❗Note: Statutory holidays shift these days!Other Important Information:Rescheduling within 2 business days is considered a cancellationLate arrivals (10+ minutes) are treated as no-showsJaneapp booking system is the official record for appointmentsEmail/text reminders are a courtesyTwo cancellations/no-shows or consistent rebooking may result in a referral to other providersLeaving a voicemail or sending an email/text to the clinic after hours or on weekends is not considered part of providing two business days' notice. In case of emergency, email your clinician directly: firstname@kelownaemdr.ca. Full or part-day EMDR Intensives require more than 10 business days' notice to cancel or change without a fee. See the EMDR Intensives page for more information.

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!

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).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 EMDR Consultant (EMDRIA), with specialized training in EMDR Intensives.Janice Tuling, Debra Bailey, and Jack Parkyn are Registered Social Workers (R.S.W) with the BC College of Social Workers (BCCSW). Samantha Hanley, Suzanne Noel, and Claudia Kwakkel 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 the therapist has a Master’s level education in counselling along with an extensive supervised practicum. Each therapist has received EMDR training with an EMDRIA-accredited trainer.

We work with some third-party organizations on a case-by-case basis. Not listed here? Ask us!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 treatment 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. PWorkBC: 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.

The 'gold standard' for EMDR training is EMDRIA, an international association. EMDR International Association (EMDRIA) for credible information about EMDRabout EMDR therapyEMDR for PTSDEMDR for AddictionsEMDR for AnxietyEMDR for childhood traumaEMDR for Depressionexperiencing EMDR therapyEMDR Canada for more credible information about EMDR and regional therapists

Mental health support in the public healthcare systems can be limited, but is available. There are some providers and programs available locally, regionally, and provincially. Here are a few.Interior Health Mental Health + Substance Useadult and child/youth mental health serviceshelp with alcohol and cannabis useInterior Health Kelowna Community Health + Services Centremental health and substance use servicescommunity servicesacquired brain injury servicesprenatal and postpartum careInterior Health Early Psychosis Interventionscreening, assessment, treatmentCRCL Crisis Response, Community Led with CMHAimmediate support in-community during a mental health crisis

Private mental health support comes in all shapes and sizes. There's a variety of services available outside of the public health system, from private counselling to in-patient treatment.

No-fee mental health support and services in the province of BC and across Canada.Community Living BCsupport for adults age 19+ living with developmental disabilitiesInspire Healthindividual and family/group counselling for those navigating cancer treatmentBritish Columbia Bereavement Helplinegrief support anywhere in BCBrainTrust Canadalife skills, group counsellings, programs & supportfor individuals living with the effects of brain injury (TBI and nTBI)Multicultural Mental Health Resource Centreculturally-relevant mental health information for mental health servicesIndigenous, refugees, newcomers, seniorsmultiple languages including French, Arabic, Spanish, Chinese, Farsi

Resources for addictions and substance use treatment. Some are public, some are private pay.Pathways Addictions + Substance Uselisting of support services in Central Okanaganboth public and private pay are listed

Indigenous and First Nations led initiatives for culturally sensitive mental health support.Métis Nation BC Métis Health Experience Programhelp navigating the healthcare feedback processMétis Nation BC Métis Child Safety & Wellness Circleinitiatives supporting the wellbeing and mental health of children and youthKi-Low-Na Friendship Societymental health and addictions counselling

From non-profit to government assisted programs and groups, there are no or low-cost supports for child and youth mental health in BC.Child and Youth Advocacy Centre Kelownaimmediate and wrap-around support to all familiesconnection between child's family and support agency / servicessexual abuse intervention programmulti-disciplinary programs