We suggest that you speak with the clinician before deciding to withdraw your child from service. If you decide to withdraw ISAND needs 30 days’ notice or payment that is equal to 30 days’ notice.
Author: Umma Habiba
Will you always send me an appointment reminder by email?
ISAND’s computer system usually sends out appointment reminders by email. Sometimes, there is a computer glitch, and you might not receive the reminder. These reminders are a professional courtesy only. Clients are responsible to keep or cancel their appointment, whether they receive a reminder or not. If you don’t know when your next appointment is, please contact ISAND at 416-224-5959 or by e-mail at info@isand.ca.
What happens if the therapist cancels the appointment?
If the therapist has to cancel, you will not be billed for the session. The therapist and client may be able to coordinate a make-up appointment that would be billed at the regular rate.
Why is there a fee for cancelled appointments?
When you book an appointment, your clinician reserves that time just for you. When a client cancels an appointment with short notice, or misses the appointment altogether, it is often too late or impossible to offer this appointment to another family in need.
Can the cancellation fee be waived?
Cancellation fees will only be waived if there is a serious illness, a family crisis, severe weather conditions (i.e. road and building closures), or the therapist has to cancel. Please cancel your session if your child has had a fever, diarrhea, or vomiting less than 24 hours before their appointment.
Is there a fee if I cancel my appointment?
It depends. Please see the chart below.
| Type of service | No fee | Partial fee | Full fee |
| Individual services (1:1 with a clinician) | Cancel at least 24 hours before the start of your appointment No fee | Cancel between 3 to 24 hours before the start of your appointment Fee: 50% of the cost of your appointment | Cancel less than 3 hours before the start of your appointment[1] OR do not show up for an appointment Fee: 100% of the cost of your appointment |
| Developmental paediatrics medical care | Cancel at least 48 hours before the start of your appointment No fee | Cancel between 3-48 hours before the start of your appointment Fee: $75.00 | Cancel less than 3 hours before the start of your appointment OR do not show up for an appointment Fee: $100.00 |
I can’t come to my appointment. What should I do?
As soon as you know you can’t keep your appointment:
- email your (child’s) clinician directly; OR
- call ISAND at 416-224-5959 and speak with reception or leave a voice message if no one is available
Can I cancel my appointment?
ISAND considers appointments to be exclusive to clients and hopes for full attendance to maximize the therapeutic impact.
When I speak to people about services at ISAND, they tell me there are two options – SERVICE and PROGRAM. What is the difference between these two?
We are looking at how we describe the therapy models that we use and likely will be making changes however for the time being the following is generally true: Both SERVICE and PROGRAM are goal oriented and individualized, with recommended end dates. Essentially, SERVICE – is 1:1 Treatment with a therapist, typically provided in a block of sessions (e.g. up to 12 weeks at a time). There is no limit to the number of blocks that someone can participate in. PROGRAM – is group treatment with therapists set for a specific number of sessions. There is no limit to the number of times someone can participate in a group.
Is there a waiting List for services?
There is a wait time for most services and supports. Wait times vary by type of services you’re looking for.