Appointments & Policies:
Please read the following information on simple ways to make an appointment as well as our policies regarding confidentiality, cancellations, missed visits, late cancellations, payment options and social media and networking. Thank you.
a) Appointments
Established Clients:
Please feel free to telephone or email our office to request an appointment at any time.
New Clients:
Please feel free to begin the new client inquiry process by following these instructions:
- telephone our office 24/7. Please feel free to leave a confidential voice mail message if we are not able to answer your call. Also, please advise if it’s okay for us to leave you a voice-mail message in the event that you are not able to pick up the phone. Our Office Manager is typically available Monday – Friday from 9 a.m. to 5 p.m. Our office is closed from 12 p.m. to 1 p.m. weekdays. Or,
- email us at drkathleenreay@shaw.ca and request an appointment or
- use our online “Book An Appointment” Scheduler to submit your inquiry to one of our therapists.
For Sheila Clements click on Counseling – Clements. In the comments section, please state if you are seeking individual counselling for a child, teen or adult. Or, please specify if you are seeking couples or family counselling.
For Dr. Neil R. Smith click on Ind Counseling (for individual counselling ages 18+) or click on Couples Couns (for couples counseling).
Please ensure you fill out all required areas on the form. As long as all the required fields are filled out correctly and you have pressed the submit button, then you will immediately receive an email from our office. The subject of this email is called ”Appointment – Submitted But Not Confirmed Yet”. Our Office Manager will respond to your request via email as soon as possible.
At that time, you will receive one of the following two emails:
a) “Your appointment has been confirmed and is reserved exclusively for you on the date and time requested.” Please ensure you respond to the proposed appointment time by accepting or declining the meeting invitation. Once you’ve accepted an appointment time, you are responsible for attending it. Please read our policies below on missed appointments or late cancellations.
or
b)”The appointment date and time you requested is not available.” You can request again online at any other time or you can telephone our office at 250-276-9467 to schedule an initial appointment.
b) Policies
Confidentiality:
All of our therapists and our office manager have the utmost respect for your privacy and confidentiality. Please read this Notice of Privacy Practice Procedures to understand how your private information is protected.
Cancellations & Missed Visits:
Please note that we require two (2) days business notice if you wish to change or cancel your appointment. Business hours don’t include weekends or holidays. If you are unable to make the appointment and cannot give the required notice, the full appointment fee will be charged. Insurance plans do not cover missed appointment fees; payment of these is the client’s responsibility. Be aware that this policy applies regardless of the reason the appointment must be missed or cancelled. In case you want to cancel your online request, click the link on the confirmation email we sent you or telephone our office at 250-276-9467.
Late Arrivals:
Our therapists do their very best to run their practices on time and do not intentionally double-book or run over. You can expect your appointment to start and end at the scheduled time. If you arrive late to your appointment, you will be seen for any time that is remaining, but lost time cannot be made up at that visit. If you expect to be late, please contact our office manager as soon as possible by phoning 250-276-9467 or via email at drkathleenreay@shaw.ca
Payment for Professional Services:
Please note that all one (1) hour appointments consist of 50 minutes of time spent with your therapist and 10 minutes time for your therapist to review your file and do other necessary prep work. Our therapists do their very best to start and stop on time. Private pay payment is accepted prior to the start of each session. This way, it’s cleared and out of the way and we can wrap up with more meaningful things, like summarizing the discussion and agreeing on any between-session tasks. We accept debit, cash, Visa, Mastercard, and Amex in-person. For some situations, we also accept Paypal online. We are not covered by MSP. Most extended health plan benefits are accepted. The client is responsible for checking out the scope and coverage of their own plans. We are also accepted by other third-parties including, but not limited to, ICBC, aboriginal bands, Health Canada First Nations & Inuit program, WorkSafe BC, Crime Victims Assistance Program, and MCFD.
Social Media and Networking:
Mental health care works best when conducted within a safe, well-bounded setting. As a matter of policy, our therapists do not interact with clients on social networking sites such as Facebook, Twitter or LinkedIn. Please don’t feel offended if your request to connect is declined. Please note that our organization, Dr. Kathleen M. Reay, Inc., does have a Facebook Page, a Twitter Account and a LinkedIn account to advertise upcoming events, share newsworthy information and to network with other professionals. You may join or “like” our Facebook page. Your name and picture will not be seen on it.