Phone: 416-224-5959; Fax: 416-224-2772

Frequently Asked Questions

Q: What does “ISAND” stand for?
A: ISAND is stands for “Integrated Services for Autism and Neurodevelopmental Disorders”
Q: What do you mean by “Integrated”?
A: ISAND’s Therapists (Clinicians) come from nine different backgrounds and work together to provide evidence based therapies for children, youth and young adults living with autism spectrum disorder and/or other neurodevelopmental disorders including: Attention Deficit and Hyperactivity Disorder (ADHD); Intellectual Disabilities; Communication Disorders; Specific Learning Disorders; Fragile X Syndrome; and Fetal Alcohol Spectrum Disorder (FASD).
Q: What Clinical Disciplines are represented by ISAND Therapists?
A: Developmental Paediatrics; Clinical Psychology; Social Work; Speech & Language, Occupational, and Behavioural Therapy; Social work; Education; Nutrition; and Yoga/Rhythmic Movement
Q: Are services at ISAND free?
A: Only services provided by our physicians are covered by OHIP. All other services are provided on a fee-for-service basis. Some Employee Benefit Plans or other insurance plans provide coverage for some of our therapies. Some therapies and programs may be eligible for Tax Credits through CRA. Other government (individualized) funding like The Ontario Autism Program Childhood Budget; Special Services at Home (SSAH) or Passport funding can be used to pay for ISAND services. ISAND also seeks grants and undertakes fundraising to help keep costs down for families.
Q: Do I need a referral from my family doctor in order to get services from ISAND?
A: A physician referral is only needed to see our developmental paediatricians and physicians. Families can self-refer for all other services and programs.
Q: What is the Intake Process?
A: The first step is to download our Intake Form so we can get can get background information. You can also call (416-224-5959) or e-mail info@isand.ca and ask to have a copy sent to you. An intake meeting by phone will be scheduled to further discuss information included in the Intake Form, scheduling preferences, etc.
Q: Is there a waiting List for services?
A: There is a wait time for most services and supports. Wait times vary by type of services you’re looking for.
Q: 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?
A: 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.

CANCELLATIONS AND MISSED APPOINTMENTS:

Q: I can’t come to my appointment. What should I do?
A: As soon as you know you can’t keep your appointment:

  • call ISAND at 416.224.5959. Speak with the receptionist or leave a voice message; OR
  • email your (child’s) clinician directly
Q: Is there a fee if I cancel my appointment?
A: 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
Registered group or program (with a contract)
Families are committing to attend all sessions in the care cycle, typically running between eight and twelve weeks. Clients who miss group or program sessions are not eligible for a fee reduction unless there are special circumstances.
Clients withdrawing from a Clinical Session block or Program before the contracted end date, are required to give thirty days’ notice, or payment in lieu of notice.
(1) may be waived in the case of early appointments (before 9:00am) on a case-by-case basis
Q: Can the cancellation fee be waived?
A: Cancellation fees will only be waived if there is a serious illness, a family crisis, or severe weather conditions (i.e. road and building closures). Please cancel your session if your child has had a fever, diarrhea, or vomiting less than 24 hours before their appointment.
Q: Why is there a fee for cancelled appointments?
A: 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.
Q: Will you always send me an appointment reminder by email?
A: 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.
Q: What happens if I my child misses too many appointments?
A: It’s important that your child attend as many sessions as possible in a care cycle to make sure they can progress in their treatment plan. ISAND expects that a child will attend 75% of their planned sessions in order to benefit from treatment. If too many sessions are missed, we might suggest that your child withdraws from service or program.
Q: Can I withdraw from a service or program if I don’t think it’s helping?
A: 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.
Q: What happens if my child’s therapist wants us to stop this service or program?
A: If an ISAND therapist recommends stopping this plan and recommends a different service/program, or withdrawal, you don’t have to give 30 days’ notice or pay any extra money
Q: Who can I talk to if I have more questions?
A: Please contact ISAND’s receptionist team by phone at 416-224-5959 or by e-mail at info@isand.ca.

Inclement weather letter (PDF format)

Client Privacy Statement (PDF format)

Client Complaint Statement (PDF format)

Allergy Awareness Policy (PDF format)

Scent-Free Policy (PDF format)