New Clients

First off we would like to thank-you for giving us a phone call!  We value all our clients and want them to get the most out of their therapy time.  To do this, we are happy to answer questions you may have about counselling over the phone.  We want to be sure that we can help you. Based on the information you provide us, we do our best to match you with a clinician that can best meet your needs. If we do not think we can provide the service you are looking for, we will make suggestions on where you might locate the clinician who can help. 

If you use our online booking system to request your first time appointment, you will get a phone call back from our admin to confirm the appointment time. This is an important phone call as it allows our admin to check that you have requested to work with a clinician who is trained to treat your concerns. Many of our clinicians have specializations, and we want to be sure that you get the clinician who has the most skills to help you with your reason for coming to therapy. In order to confirm the appointment we will also need your preferred form of payment (i.e. credit card, debit card…) and also any insurance information. We accept a variety of direct bill insurance plans, and also provide receipts for clients whose plans require the client to submit for reimbursement. As not every insurance plan covers all of our clinicians, we strongly encourage new clients to contact your insurance provider to find out how much coverage you have per session and per year and what types of clinicians your insurance covers.

Our admin team works remotely. This means initial appointment setup must be done prior to the appointment time. If our admin team cannot reach you to confirm time, clinician match, and payment prior to the requested appointment time, the requested appointment will be cancelled.

Clinicians do not have access to the billing system. They cannot add or update your insurance information in session. If you have insurance that you want to update or add during or post session, please call the main admin number, 587-400-0302. They will be happy to help you. If insurance information is not in our system at the time of the appointment the card on file will be billed and you will be provided with a receipt that you can submit to your insurance provider for reimbursement.

Returning Clients

Your clinician will provide you with an opportunity to re-book at the end of each session.  We understand that sometimes it is hard to know next week's schedule (much less two or three weeks out), so you will also be provided with our direct contact information (phone, email, and text message).  You can also use our online booking service.  All Firefly clinicians have direct phone numbers and email address that you can request at the end of the first session. If you have a question about therapy, being able to reach your clinician directly is often quicker than calling our main number.

Of course, if you are calling about rescheduling, you can do this using our online booking system up to 24 hours before your appointment time. Alternately you can call our main number to reschedule.

Please do not call or email your clinician to reschedule. Your clinician is not at the office every day so will not get your message. Our admin team can help you every day during clinic hours.

I could book online Before and now it says to call in

Our online booking system is pretty good. Occasionally though there are glitches. Please call in and our friendly admin team will likley be able to figure out what happened, and hopefully turn the online booking feature back on for you.

No-Show / Late Cancel Policy

Firefly Counselling maintains a 24-hour late-cancel /no-show policy. Our online booking system will allow clients to book, move and change appointments up to 24 hours prior to the appointment time. You can also call our main line, or email the main email address to make booking changes. At the 24 hour mark, the online system will no longer allow changes. If you need to cancel or change an appointment with less than 24 hours notice, you will need to call or email our admin team with that request. The admin team will respond to your request. Only your clinician can wave or reduce the fee no-show fee, which is your clinician’s hourly rate. Forgetting your appointment, or double booking yourself or someone else that you are responsible for during your scheduled appointment time, will not be considered reasonable grounds for reducing or waving the fee.