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We understand that life can be unpredictable—plans change, children get sick, and emergencies happen. We truly value the trust you place in us to support you, and we always strive to accommodate your needs as much as possible.At the same time, please know that your appointment time is specifically reserved for you. When cancellations happen with little notice, it leaves an empty space in the therapist’s schedule that could have been offered to another client in need.To ensure fairness for all our clients and to respect everyone’s time, we kindly request at least 48 hours’ notice if you need to cancel or reschedule an appointment. Of course, we completely understand that emergencies are an exception. However, for cancellations made with less than 48 hours’ notice, or if an appointment is missed, a cancellation fee will apply.Thank you for your understanding and cooperation. Together, we can ensure the best possible care for everyone.
Your therapist will keep what you share private. This includes personal details, experiences, and anything else you discuss in your sessions.
Confidentiality is guided by ethical codes and legal frameworks like the Personal Health Information Protection Act (PHIPA) in Ontario and the Health Insurance Portability and Accountability Act (HIPAA) in the U.S.
At The Story Isn’t Over, we are committed to protecting your privacy and confidentiality. Information shared during therapy remains private unless you provide written, informed consent for its disclosure. However, there are specific legal and ethical situations where confidentiality must be broken to ensure safety and comply with the law. These include:
Harming Others: If you express intentions to harm another person, we are legally obligated to notify the potential victim and/or contact the appropriate authorities to prevent harm.
Harming Yourself: If you express intentions to end your life, we may need to involve healthcare professionals or legal authorities to ensure your safety.
Children at Risk: We must inform the Children’s Aid Society or legal authorities if there is evidence of abuse or neglect involving a child, or if a child is at risk of harm.
Children at Risk: We must inform the Children’s Aid Society or legal authorities if there is physical domestic violence in the home given the risk of harm to the children in the home.
Vulnerable Populations: Reporting is also required if abuse or neglect involves seniors or individuals with disabilities.
Past Abuse Disclosure: If an adult discloses that he or she was abused as a child, the psychotherapist isn't required to report that abuse, unless there are other children who are currently at risk of being abused.
A therapist must report any abuse by another professional, such as a teacher, doctor or massage therapist. They must report to the professionals regulatory body which will ensure that this does not reoccur.
Court Orders: If a court mandates the release of your records, we are obligated to comply. However, we will consult legal advisors to protect your privacy and limit the scope of disclosure as much as possible.
We are not obligated to release any documentation if a lawyer requests the information. We will always discuss these requests with you to ensure that your privacy is respected.
Regulatory Requirements: Confidentiality may be breached during investigations by regulatory bodies or quality assurance programs. These instances are tightly regulated to maintain ethical standards and prioritize client safety.
At every step, we are committed to informing you whenever possible about any situation where confidentiality might be breached. If you have any concerns or questions about these exceptions, feel free to discuss them with your therapist at any time. Your understanding and trust are essential to the therapeutic process.
In shared therapy, confidentiality becomes more complex. Therapists cannot provide you with client files that document group, family or couples’ therapy sessions unless everyone involved gives their consent. They cannot release any of this information to a third party, unless everyone involved gives consent.
In team settings like The Story Isn’t Over’s multi-specialty group of therapists, confidentiality is thoughtfully upheld within your circle of care. While this circle may include members of our therapeutic team, unlike environments such as a family doctor’s office or hospital—where information sharing is assumed—psychotherapists must obtain your written consent to include other team members in your circle of care. This ensures your privacy and autonomy are always respected.
With your permission, therapists may consult with one another about your care, but only when it is clinically appropriate. This ensures that any information shared is strictly limited to what is necessary and beneficial for your treatment. Your privacy remains a top priority, and all consultations within the team are conducted with the utmost professionalism and focus on your well-being.
You can also request to add someone to your circle of care, allowing us to share clinically appropriate information with individuals outside the clinic. This could include your family doctor or a trusted family member, ensuring coordinated support tailored to your needs.
Intern therapists working at The Story Isn’t Over (TSIO) are completing a Master of Arts in Counselling Psychology. This includes a 9-month internship at The Story Isn’t Over (TSIO). As part of their supervised practice, they work closely with one of our experienced Clinical Supervisors, regularly consulting with them about your treatment to gain valuable insights and feedback. These discussions are an integral part of their training, ensuring they provide you with the highest standard of care and tailored support to meet your needs effectively.
At The Story Isn’t Over, our multi-specialty team of therapists works collaboratively to ensure you receive the best possible care. By sharing resources and drawing on the unique specialties and insights of our team members, we aim to optimize your therapeutic experience. In certain situations, team members may engage in peer consultations to enhance your treatment plan. During these consultations, no personal identifying information is shared, ensuring your privacy while allowing us to provide you with the most effective and well-rounded care.
Your insurance provider and your employer do not have access to your personal health information, and your therapist will not provide them with your personal health information.
If you are on a medical leave, then your disability manager may ask you for a letter or report from your therapist. In these situations, your therapist will always discuss this with you and will work with you to decide what is clinically appropriate to disclose to your disability team.
Parents are often involved in the care of minors, but therapists strive to balance this involvement with respecting the child’s privacy. Generally, as children grow older, therapists give more weight to their wishes when deciding what to share with parents. We encourage you to talk openly with your therapist about how this balance is managed during your sessions.
Parents may receive billing details, but they will not have access to your therapy notes or the content of your sessions. The only exception is if there is a clear risk of harm to yourself or others, and the safety plan developed with you requires the active involvement of a parent or another adult in your home to ensure safety.
At The Story Isn’t Over we store all your personal health information on the Janeapp. Jane is both HIPPA and PIPEDA compliant. Link to another page about cyber security.
Even after death, confidentiality remains in place, and only an estate trustee or administrator can authorize information sharing.
It’s your right to ask questions about confidentiality at any time:
Clarify how your therapist handles legal or emergency situations.
If you want others involved in your care, you can provide written consent.
If you believe that your personal information has been collected, used, or shared improperly, please reach out to The Story Isn’t Over’s Privacy Officer, Trish McLean.You also have the right to file a complaint with the Information and Privacy Commissioner of Ontario. For more information, visit: https://www.ipc.on.ca.
Confidentiality is vital for effective therapy, helping you feel safe to explore your thoughts and emotions. While there are limits in certain legal or safety situations, therapists prioritize keeping your information private and secure. If you ever have questions or concerns about confidentiality, your therapist will be happy to discuss them to ensure you feel informed and comfortable.
At our practice, we want to ensure that therapy is always a safe and professional space for you. Below is a guide to help you understand the rules and boundaries we follow to protect your well-being.
Your therapist will keep what you share private. This includes personal details, experiences, and anything else you discuss in your sessions.
Confidentiality is guided by ethical codes and legal frameworks like the Personal Health Information Protection Act (PHIPA) in Ontario and the Health Insurance Portability and Accountability Act (HIPAA) in the U.S.
Boundaries are the professional limits therapists maintain to create a safe and effective therapeutic space.
They include both sexual and non-sexual boundaries.
Therapists are not allowed to have any sexual interactions with clients.
This includes: Sexual relations or sexual touching; Sexual comments, advances, or behavior.
Therapists must explain why they are asking about any sensitive topics, such as sexual history, if relevant to therapy.
Many therapists will not use touch in therapy due to the imbalance of power in the relationship. Some therapists, such as children’s therapists, may sometimes use comforting, non-sexual touch (like a handshake or a hug), but only if: It is clearly appropriate for the situation; It is done with your consent.
If you're uncomfortable with any touch, let your therapist know.
Therapists are not allowed to have a romantic or sexual relationship with clients within five years of therapy ending.
Even after five years, such relationships are discouraged, especially if there is still a power imbalance.
Therapists must avoid dual relationships where they have another role in your life, such as being your friend or business partner.
Online interactions must also remain professional.
If a therapist crosses these boundaries:
It may harm the therapy or cause discomfort.
Serious violations, such as sexual abuse, must be reported to the appropriate regulatory body.
If you have questions or concerns about boundaries, talk to your therapist.
Remember, therapy is about your well-being, and maintaining boundaries is key to creating a safe and respectful space.
This policy ensures that all therapy interactions remain professional, ethical, and supportive. If you ever feel uncertain about any behavior, you have the right to ask questions or share your concerns. Your comfort and safety come first.
We understand how important it is for you to know that your personal health information (PHI) is secure. As an organization, we are committed to protecting your data using advanced security measures, strict policies, and best practices. Here's a summary of what we do to ensure your PHI is safe with us:
Centralized Data Storage: Your health information is securely stored in a dedicated application called Jane App, specifically authorized for our use.
Encrypted Connections: We use Check Point Remote Access VPN to protect data transmission when staff work remotely.
Firewall Protection: Our clinic utilizes a robust firewall as the first line of defense in network security.
Password Management: We use a corporate password manager to generate and securely store strong, unique passwords.
Multi-Factor Authentication (MFA): Access to all systems requires MFA, adding an additional layer of security beyond passwords.
Role-Based Access: Only staff who need access to your information to perform their job duties can view your data.
Approved Devices Only: Staff can only access PHI using organization-approved devices.
Secure Communication: All communication with or about clients is conducted through approved platforms like Microsoft Teams, Jane App, and encrypted email services.
Clinical Documentation: Every interaction with clients—sessions, calls, emails—is documented securely in the Jane App.
Encrypted File Sharing: When clinical notes or reports need to be shared, they are encrypted and password-protected.
Secure Storage and Deletion: Documents are stored only on authorized platforms like OneDrive or SharePoint and deleted once transferred to the Jane App.
Safe Remote Work: Staff working outside the office use our VPN to ensure all work-related activities are secure.
Confidentiality is guided by ethical codes and legal frameworks like the Personal Health Information Protection Act (PHIPA) in Ontario and the Health Insurance Portability and Accountability Act (HIPAA) in the U.S.
Staff Training: All employees undergo regular training on data security, privacy laws, and ethical handling of PHI.
Incident Reporting: Any suspected data breaches or unusual activities must be reported immediately, ensuring rapid response and resolution to protect your information.
Proactive Monitoring: We use security software tools to regularly monitor and update system vulnerabilities, ensuring passwords and systems remain secure.
Continuous Updates: Our policies are regularly reviewed and updated to align with the latest security standards and legal requirements.
Your Right to Know: If you have any concerns or questions about how your data is handled, we are always open to discussing our practices and addressing your concerns.
Incident Notification: In the unlikely event of a data breach involving your information, you will be notified promptly and given guidance on any steps you might need to take.
If you believe that your personal information has been collected, used, or shared improperly, please reach out to The Story Isn’t Over’s Privacy Officer, Trish McLean.
You also have the right to file a complaint with the Information and Privacy Commissioner of Ontario. For more information, visit: https://www.ipc.on.ca.
By implementing these comprehensive measures, we ensure your personal health information is protected against unauthorized access, breaches, and loss. From advanced encryption to secure documentation and continuous staff training, your data security is at the heart of our operations.
Your trust matters to us, and we are committed to maintaining the highest standards of privacy and security for your peace of mind. If you have further questions or need additional details, please don’t hesitate to reach out!
This policy outlines how social media is utilized at The Story Isn’t Over and provides clear guidelines to protect both the privacy of our clients and the professional boundaries necessary for effective therapeutic relationships. Social media is a valuable tool for sharing mental health resources, inspirational content, and updates about our practice. However, it is not a substitute for professional therapeutic relationships or a channel for direct communication with therapists.
If you have questions about this policy, feel free to bring them up in your sessions. As social media and technology evolve, updates to this policy may be made. Clients will be notified of any significant changes in writing.
While our marketing team may occasionally and inadvertently accept a "friend" or contact request on the clinic’s social media accounts from a current or former client, these interactions are completely separate from your therapeutic relationship at The Story Isn’t Over. Therapists at The Story Isn’t Over will not engage with your account or follow you on social media. This policy ensures a clear boundary between therapeutic relationships and social media activity, safeguarding both your privacy and the integrity of your therapy.
This policy is in place to:
Protect your confidentiality and privacy.
Maintain clear boundaries in our therapeutic relationship.
If you have any concerns or questions about this policy, please feel free to discuss them with us during your sessions.
We maintain professional social media accounts to share educational content, mental health tips, blog posts, and practice updates. These accounts include platforms such as Facebook, Instagram, and Twitter. While you are welcome to follow these accounts, we would like you to consider the following:
Public Visibility: Your username or account may appear publicly as a follower or liker of our social media profiles. This could compromise your privacy.
No Therapist Interaction: While our marketing team may engage with the broader community on the clinic’s social media accounts, these interactions are entirely separate from your therapeutic relationship at The Story Isn’t Over. To protect your privacy and uphold professional boundaries, your therapist will not engage with you through comments, likes, or direct messages (DMs) on any social media platform.
Following Policy: Our marketing team, while managing the clinic’s social media accounts, may occasionally follow other accounts as part of broader engagement efforts. This could unintentionally include accounts belonging to current or former clients.
However, this is distinct from your therapeutic relationship. Your therapist at The Story Isn’t Over will not follow or engage with your account on social media. This policy ensures a clear distinction between professional relationships and social media activity, protecting both your confidentiality and the integrity of the therapeutic relationship.
If you are concerned about your privacy but wish to follow our accounts, consider using a private or pseudonymous account.
We do not use social media platforms for direct communication with clients. Please do not use social media to:
Send messages or ask therapeutic questions.
Send messages or ask therapeutic questions.
Social media platforms are not secure, and we cannot guarantee timely responses. If you need to contact us between sessions, the best methods are:
Phone: Call our office at 416 616 2207
Email: Use email for administrative purposes, such as scheduling or rescheduling appointments. Please note that email is not a secure method for discussing sensitive information.
For urgent or crisis-related needs, please call emergency services or visit your local emergency room.
It is not part of our standard practice to search for clients online. Exceptions to this policy may occur only in rare and extreme circumstances, such as when there is reason to believe that you are in immediate danger and we have been unable to reach you through standard communication methods. If this situation arises, we will document the actions taken and discuss them with you during your next session.
You may find The Story Isn’t Over listed on review sites (e.g., Google, Yelp, or similar platforms). We do not request or solicit testimonials, ratings, or endorsements from clients. This aligns with ethical guidelines to protect confidentiality.I
f you choose to leave a review, please be mindful that:
Reviews on public platforms may disclose personal information about your engagement with therapy.
If you have feedback about your therapy experience, we encourage you to share it with us directly during your sessions.
If you use location-based services (e.g., "check-ins" on social media), others may infer that you are receiving services from us based on your location data. Please consider your privacy before using these features near our office or during your visits.
We recommend using secure platforms for communication whenever possible. Email is best used for administrative purposes, such as:
Appointment scheduling.
Administrative inquiries.
Please avoid sharing sensitive or personal information via email. All emails exchanged between you and our team become part of your clinical record.
Your confidentiality is our highest priority. As part of this commitment:
We will not share any client information on social media.
We will not post or disclose any information that may compromise your privacy.
If you choose to share aspects of your therapeutic journey online, that is entirely your choice. We encourage you to consider your privacy and well-being when posting personal information in public forums.
The Story Isn’t Over uses social media primarily as an educational and inspirational resource for the general public. While we aim to provide high-quality content, please note:
Information shared on our social media accounts is not a substitute for therapy or professional advice.
Any decisions you make based on this information are at your own discretion.
If you have questions about how to apply the information we share to your personal situation, please discuss this during your sessions.
Thank you for reviewing our social media policy. By understanding these guidelines, we can work together to maintain a strong therapeutic relationship while ensuring your privacy and confidentiality. If you have any questions about this policy or concerns about online interactions, please bring them up during your sessions or contact us directly.
This policy ensures clear boundaries between our professional and online presence, providing a safe and ethical framework for engaging with The Story Isn’t Over.