Frequently asked questions

Where is the login for my online video call?

Our unique practice login is located at portal.owlpractice.ca/mansell.

Your username is the primary email address that you provided to us, and the password was given to you at time of initial booking -- when you received our Welcome Letter. Please change your password, once logging in.

Are your services covered by OHIP?

Psychological services in private practice are not covered by OHIP. Fortunately, many families have private insurance that provides reimbursement for psychological services. All of our clinicians are registered with the College of Psychologists and Behavior Analysts of Ontario. Our registration numbers are provided on your invoices, for insurance purposes. Prior to onset of services, we encourage families to investigate their coverage for psychology. Specifically, families may wish to inquire about maximum per session/visit, per person, and per year. We do not direct bill insurance providers.

What kinds of payment do you take?

At end of each therapy session, you will be invoiced by email and payment is now due. We accept EFT (payment@drmansell.ca), cheque, or credit card. We encourage clients to set up their online portal where they can enter credit card information for ease of payment. Receipts are emailed out to clients for their submission to insurance carrier, if applicable. Claims not covered by insurance can be submitted as a Medical Expense for income tax purposes.

At end of the testing portion of your child’s assessment, partial payment will be due. You will be sent an invoice, with payment options of credit card, cheque, or EFT (payment@drmansell.ca). Receipts are sent out for insurance submission, if applicable. Remaining payment for the assessment is due at time of report share. Please investigate your insurance coverage prior to clinician invoicing to maximize your reimbursement. Your clinician cannot inquire on your behalf.

How can I communicate with my clinician?

We encourage clients to set up their online portal through OWL at http://portal.owlpractice.ca/mansell. There is a Secure Messaging section that allows clients to upload documents, share information, access receipts/invoices, check current appointment times, and communicate with their clinician directly. Please be aware that email communication is not confidential and your privacy may be at risk.

What is your no-show and cancellation policy?

We understand that life can be unpredictable, and you may need to reschedule. Please be aware we require 24 hours for cancellations and rebookings to avoid the $100 no show fee. Insurance does not usually reimburse for this fee. The most efficient way to rebook or cancel your appointment is to send a secure message through your online portal OR email/call your clinician directly. Extenuating circumstances can apply. Please always rebook when there is illness. We keep flexibility in our bookings so as to accommodate existing clients’ needs.

How do I best prepare my child? What if they don’t cooperate or want to participate?

We know that uncertainty can create stress and worry. Your clinician, at intake, can provide you with some general information to share with your child. We provide a calm setting, tour of the office space, and chance to check-in, as needed, with caregiver at set times. Caregivers can remain in the waiting room, if this helps the transition. Once clients see the space and meet their clinician, we find they soon adjust and engage. We value connection. In our experience, caregivers who themselves model calm and positivity promote their children experiencing the situation similarly.