How can I connect with one of your clinicians?

There are two ways to meet with a member of our team: (1) by completeing our Clinic Intake Form, or (2) calling our clinic and leaving a voicemail with your contact information (403-762-0771). Referrals will be contacted by phone within 24-48 hours. Your needs and goals will be briefly discussed to ensure that our services are a good fit for you. A referral from a physician or another professional is not necessary to make an appointment.

Returning clients are able to book follow-up appointments here

Do you accept insurance or private medical coverage?

We offer direct billing to several major insurers (i.e., Alberta Blue Cross; Canada Life Assurance; Chamber of Commerce Group Insurance; CINUP; Claim Secure; Cowan; Desjardins; First Canadian; GMS Carrier 49; GMS Carrier 50; GroupHEALTH; GroupSource; Industrial Alliance; Johnston Group Inc.; Manion; Maximum Benefit; TELUS AdjudiCare). However, not all of our clinicians are able to direct bill. Please contact us directly for further clarification, as you may still be able to submit your receipt to your insurance company for reimbursement.

Do you offer a sliding fee scale?

We do not offer a sliding fee scale. However, we do not want to deny services to those facing financial hardship. Under such circumstances, we review special requests on a case-by-case basis and may offer reduced fees pending clinician availability. If we are unable to provide the service for you, we will make suggestions as to who might be able to help. 

Can I use my insurance provider while I am on a disability claim?

The types of services that you are eligible for under a disability claim are typically under the discretion of a Case manager/Rehabilitation Coordinator/Return-to-Work Specialist. Often times your insurer will rely on medical documentation to make such decisions. You are encouraged to inquire about additional supports directly with whomever is managing your file. If approved, your insurer will set-up a direct contract with our clinic to provide the requested service. Insurance referrals for service must come directly from your insurance provider to ensure that direct billing is set in place prior to your initial visit. Sessions that occur prior to the contract being set will not be covered by the contract. Third party referrals typically require reports and ongoing communication about your file. You will be asked to consent to release this information.

My lawyer said that I should “see someone” for help.

Payment for services following an injury or motor vehicle accident can vary greatly. You are encouraged to discuss these details with your attorney. We can only direct bill third party payors (e.g., lawyers, disability insurance providers) once we have a contract in place with the third party. We will require your written and signed consent to communicate with any third party.

How is my privacy protected?

Privacy and confidentiality is taken extremely seriously at Balance. Personal information gathered during the provision of services is kept confidential, and in accordance with the, Personal Information Protection Act, and Personal Information Protection and Electronic Documents Act. Our online practice management software, Jane, is compliant with local and national laws governing security of Personal Health Information, meaning your information is kept secure and private.

More information can be found directly on Jane’s website.

Jane App Security FAQ

The actions and professional practice of each clinician is governed by their specific regulatory body. Guidelines for protecting your confidentiality will be discussed with you during the consent process at your first session. Only with your consent, may we then share your information with a third party.

Billing and Payment

You will be expected to pay for each session at the time it is held, unless it is agreed to otherwise or unless you have insurance coverage that requires another arrangement. Payment schedules for other professional services will be agreed to when such services are requested (e.g., report writing, extended correspondence via email and/or phone calls). At this time, payment may be made in the form of direct electronic transfer, VISA debit, or any major credit card. If you securely store a credit card on your client portal, it will be charged following your session, unless you request otherwise. An official receipt will be provided at the time of payment, which you may also submit to your insurance company for reimbursement (if applicable; see below). Group participants will receive a receipt upon confirmation of registration.

Cancellations/Late/No-show Policy

In order to provide the most prompt and efficient service for clients who require assessment or treatment, the following policies have been adopted: Appointment times are reserved exclusively for you, and without sufficient notice it is not possible to provide that time to other individuals. As a courtesy, at least 48 hours’ notice of cancellation is requested to accommodate other potential clients. It is also standard practice to require 24-hour advance notice when canceling an appointment. If you are unable to provide 24 hours advance notice by phone (403-764-0771) or email to your provider, you will be charged the full amount of your appointment, unless a medical note is presented. Please  note  that  third-party  payers  (e.g., insurance companies) do not typically cover cancellation fees, and you will be responsible for payment in such situations.

Given that emergencies and unforeseen circumstances do arise, one missed or cancelled appointment within 24 hours will not be charged to you. Following this, the charge will apply regardless of the reason for missing the appointment, unless a medical note is presented or at least 24 hours’ notice is given. An invoice will be sent to all clients who do not show up or cancel without notice. This amount must be paid prior to your next scheduled appointment. After one missed appointment without notification, we will require payment for services prior to treatment sessions and that your credit card information be placed on file.

If you arrive late, your session may be shortened in order to accommodate others whose appointments follow yours. Whether or not to proceed with your session will depend on how late you arrive and will be under the discretion of each clinician. You will be responsible to pay for the “full” session regardless of the length of time.

I need mental health services, but I am unable to afford the fees.

All Albertans have mental health coverage through Alberta Health Services. To access this coverage, you can call Health Link (811) and ask for a referral to a mental health specialist. While there are provincially established fee recommendations for each province, depending on the clinician’s area of practice, pricing is ultimately under the discretion of each clinician. Some clinicians are able to provide support on a sliding scale, based on your income, while other clinicians determine pricing based on their qualifications and specialized nature of the service.

What are some other mental health resources that I can access?

Calgary Counselling Centre

Canadian Mental Health Association – Calgary

Access Mental Health: For non-urgent services and assistance navigating options for addictions and mental
health services.

211 Alberta: Provides information regarding various resources, including mental health and addictions services.

Canadian Association for Suicide Prevention

If you require immediate mental health support

If you are in a life-threatening crisis, please call 911.
You may also go to emergency mental health services at any hospital.

Distress Centre 24-hour Crisis Line
(403) 266-HELP (4357)

AHS Mental Health Helpline – 24-hour, confidential, crisis intervention
1 (877) 303-2642 (toll-free in Alberta)