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

Frequently Asked Questions

General Questions

  • What does “ISAND” stand for? +

    ISAND is stands for “Integrated Services for Autism and Neurodevelopmental Disorders”

  • What do you mean by “Integrated”? +

    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).

  • What Clinical Disciplines are represented by ISAND Therapists? +

    Developmental Paediatrics; Clinical Psychology; Social Work; Speech & Language, Occupational, and Behavioural Therapy; Social work; Education; Nutrition; and Yoga/Rhythmic Movement

  • Are services at ISAND free? +

    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.

  • Do I need a referral from my family doctor in order to get services from ISAND? +

    A physician referral is only needed to see our developmental paediatricians and physicians. Families can self-refer for all other services and programs.

  • What is the Intake Process? +

    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.

  • 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.

  • 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.

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CANCELLATIONS AND MISSED APPOINTMENTS:

  • Can I cancel my appointment? +

    ISAND considers appointments to be exclusive to clients and hopes for full attendance to maximize the therapeutic impact.

  • 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

  • Is there a fee if I cancel my appointment? +

    It depends. Please see the chart below.

    Type of serviceNo feePartial feeFull fee
    Individual services (1:1 with a clinician)Cancel at least 24 hours before the start of your appointment   No feeCancel between 3 to 24 hours before the start of your appointment   Fee: 50% of the cost of your appointmentCancel 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 careCancel at least 48 hours before the start of your appointment   No feeCancel between 3-48 hours before the start of your appointment   Fee: $75.00Cancel less than 3 hours before the start of your appointment OR do not show up for an appointment   Fee: $100.00
  • 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.

  • 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.

  • 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.

  • 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.

  • Can I withdraw from a service or program if I don’t think its helping? +

    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.

  • What happens if my child’s therapist wants us to stop this service or program? +

    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.

  • What happens if my child misses a Program Session? +

    Programs are time limited or group sessions and have specific procedures about billing and missed appointments. These procedures are spelled out in the Program Agreements that you sign before the start of a Program block.

  • Who can I talk to if I have more questions? +

    Please contact ISAND’s receptionist team by phone at 416-224-5959 or by e-mail at info@isand.ca.

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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)