Clinic policies

Positive Minds Psychotherapy Services (“PMPS”) is committed to protecting your personal information and personal health information in accordance with Ontario’s Personal Health Information Protection Act, 2004 (PHIPA) and applicable professional standards.

We collect and use personal information, including contact details, clinical records, assessments, and billing information, to provide and coordinate care, manage appointments and payments, support clinical supervision, and meet legal obligations.

Information is shared with appropriate consent or as permitted or required by law. We do not sell your information or use personal health information for marketing without appropriate consent.

We work with service providers, including website hosting, online booking, email, and payment processing providers, who may process information on our behalf. We take appropriate measures to protect the confidentiality and security of information handled by these providers.

Your information is kept confidential except where disclosure is permitted or required by law, such as serious safety concerns, child protection matters, or court orders.

You may withdraw or restrict consent, subject to legal requirements. Further details are provided during the informed consent process.

We protect your information through appropriate security measures, restricted access, confidentiality practices, and privacy training for our team.

Records are retained and securely disposed of in accordance with applicable legal and professional requirements.

When you contact us through our website or online booking platform, we may collect your contact information, service preferences, and a brief description of your presenting concerns.

This information helps us respond to inquiries, understand your needs, match you with a suitable therapist, and arrange appointments.

We collect only information reasonably necessary for these purposes. Please avoid including detailed clinical histories, medical records, or other highly sensitive information in general inquiry forms unless specifically requested through an appropriate secure process.

Information submitted through our website is handled in accordance with our privacy and security practices.

Email and text messaging may carry privacy risks. Please avoid sharing sensitive clinical information through regular email or text and use our designated secure communication features within the OWL Practice client portal instead.

Our WeChat Official Account and WhatsApp are primarily used to share clinic updates, promotional content, and mental health resources. These platforms are not intended for confidential or clinical communication. Please do not share personal health information or clinical concerns through these platforms.

For inquiries or appointments, please visit our Contact Us page or online booking system.

For more information, please see our Social Media Policy.

Our website may use cookies, analytics, and online booking tools to support website functionality and improve visitors’ experiences.

Cookies and analytics help us understand how visitors use our website. You can block or delete cookies through your browser settings, although some website features may not function properly.

We use Google Analytics to see, in summary, how our website is used (for example, which pages are visited). It does not receive what you type into our forms. You can opt out with Google’s browser add-on at tools.google.com/dlpage/gaoptout.

We do not use personal health information submitted through our website inquiry forms for advertising or share it with advertising analytics providers.

Our website may contain links to external platforms, including WeChat and WhatsApp. These services have their own privacy practices, which we encourage you to review.

You may voluntarily subscribe to our newsletter to receive updates about our services, workshops, group programs, and mental health resources.

You may unsubscribe at any time using the link provided in our emails.

We do not use personal health information collected for clinical purposes for marketing without appropriate consent.

You may request access to or correction of your personal health records, subject to applicable legal requirements and exceptions.

To request access to or correction of your records, or to raise a privacy question or complaint, please Contact Us. Your request will be directed to our Privacy Officer for appropriate follow-up.

You may also file a complaint with the Information and Privacy Commissioner of Ontario at www.ipc.on.ca.

To cancel or reschedule, please contact us by phone, text, email, or through the client portal during office hours. Outside office hours, please email your therapist directly for cancellation or rescheduling notices.

Notice is based on when your message is received, including evenings, weekends, and holidays.

Appointments cancelled with less than 48 hours' notice or missed without notice are subject to a fee of 50% of the session rate.

We understand that illness and emergencies happen. Fees may be waived in exceptional circumstances at your clinician's discretion.

Cancellation and missed-appointment fees are not covered by insurance and are the client's responsibility. Different arrangements may apply to third-party-funded services, such as WSIB.

If you arrive late, your session will still end at the scheduled time, and the full session fee applies.

If you are more than 15 minutes late without notifying us, including for virtual sessions, your therapist may contact you to check in. If the appointment cannot proceed, it may be considered missed and subject to the 50% fee.

Thank you for your understanding and cooperation in helping us provide consistent and timely care to all clients.

Positive Minds Psychotherapy Services (“PMPS”) uses social media to share mental health information, educational resources, and clinic updates while respecting privacy and professional boundaries.

Our content is for general information only and does not replace professional advice or treatment.

We respect client confidentiality and do not share identifying client information on social media.

To protect privacy and maintain professional boundaries, our therapists do not accept personal friend or connection requests from clients or use social media for clinical communication.

Following or interacting with our social media pages is voluntary, but your activity may be visible to others. We do not follow clients’ personal accounts and may remove comments containing personal or clinical information.

Our WeChat Official Account and WhatsApp are primarily used to share clinic updates, promotional content, and mental health resources.

These platforms are not intended for confidential or clinical communication. Please do not share personal health information or clinical concerns through these apps.

For inquiries or appointments, please visit our Contact Us page or online booking system.

We do not solicit client reviews or testimonials or use client testimonials in advertising.

To protect confidentiality, we do not confirm or discuss therapeutic relationships or clinical matters in public reviews or responses.

We welcome feedback and encourage clients to contact us directly by email or through our in-office feedback box so concerns can be addressed privately.

Our website and social media content accurately represent our services and professional qualifications. We do not make misleading claims or guarantee treatment outcomes.

Social media and messaging apps are not monitored for emergencies.

If you are experiencing a suicide crisis, call or text 9-8-8. If you are in immediate danger, call 911 or go to your nearest emergency department.

For more information about how we protect your personal information, please read our Privacy Policy.

For questions or concerns, please Contact Us.

Positive Minds Psychotherapy Services (“PMPS”) is committed to providing accessible, inclusive, and respectful services in accordance with Ontario’s Accessibility for Ontarians with Disabilities Act (AODA) and applicable accessibility standards.

We strive to provide services that respect each person’s dignity, independence, and equal opportunity to access care.

Our building is wheelchair accessible, with an automatic door, accessible parking, and an accessible washroom. Our main office is located on the second floor and is accessible by elevator. Ground-floor therapy rooms are also available.

We also offer virtual therapy sessions to provide additional flexibility based on individual needs.

In the event of a planned or unexpected disruption to an accessibility feature, such as the elevator or accessible washroom, we will provide notice as soon as reasonably possible. The notice will include the reason for the disruption, its anticipated duration, and any available alternatives.

We welcome requests for accessibility accommodations, including the use of assistive devices, information in alternative formats, and appropriate communication supports.

Please let us know your needs when booking or at any time during your care. We will work with you to explore appropriate arrangements based on your individual needs and available options.

Service animals are welcome in accordance with applicable accessibility laws and requirements. Where access is restricted by another law, we will explore appropriate alternative arrangements.

To maintain a safe, comfortable, and welcoming environment for all clients, other pets are generally not permitted.

Clients are welcome to bring a support person. If a support person participates in a therapy session, we will discuss confidentiality, privacy, and informed consent arrangements beforehand.

We offer services in English, Cantonese, Mandarin, and Italian, subject to clinician availability.

Please let us know your preferred language when booking so we can match you with a suitable clinician.

If you require interpretation services, including American Sign Language (ASL), please let us know in advance so we can explore available options. These services are subject to availability and resources.

We welcome feedback about the accessibility of our services. You may provide feedback in person, by phone, by email, or in writing.

We will review and respond to accessibility-related feedback within a reasonable timeframe.

We provide accessible formats and communication supports upon request, in consultation with the person making the request and in accordance with applicable accessibility requirements.

For accessibility requests, language assistance, or feedback, please Contact Us.