As private practitioners, we operate primarily on a fee-for-service basis.  As with most professionals, our fees are not eligible for payment by the BC Medical Services Plan.  In many cases however, our fees are supported by a variety of government, employee assistance, or extended health plans. 

Coverage is often available for clinicians under supervision, just as it is available for registered psychologists.

Some of our clinician have special insurance considerations. Please view their individual pages on this website for details to help you seek reimbursement from your extended health care provider.

Can We Bill Directly To Your Insurance Provider? 

KPG has been working hard to help ease the financial burden caused by COVID-19. We are happy to announce that our registered psychologists can now direct bill to Pacific Blue Cross (PBC). We will collect session fees directly from PBC. The remainder of the appointment cost not covered by PBC will be collected from the client. 

Unfortunately, this service can only be offered for registered psychologists, not registered clinical counsellors or registered social workers. This is a limitation of the PBC online billing system, ProviderNET. 

KPG is continuing to work with other major insurance providers such as Sun Life, Canada Life (previously Great West Life), Manulife and Green Shield to enable direct billing services for our clients with coverage through them. Check back or give the office a call to find out whether or not we can direct bill for you. 

Missed Appointment Policy

No-shows, late arrivals, and cancellations inconvenience not only our clinicians, but our other clients as well. Please be aware of the following industry standard policy regarding missed appointments:

Appointment Cancellation

If cancellation of your scheduled appointment is necessary, we require that you notify us at least 24 hours (one full business day) in advance of your scheduled appointment start time. Appointments are in high demand, and your advanced notice will allow other clients access to that valued time. For example, if your appointment is on Monday at 10:00 am, notice must be received no later than the Friday prior no later than 9:59 am. If your health is unreliable or it is hard to predict your availability on a Monday, please book on another business days to avoid the need to reach our administrative team before the weekend. Tuesday through Friday appointments can be notified 24 hours prior. With 24 hour notice, we can then attempt to fill your appointment time with someone waiting for this opportunity.

How to Cancel Your Appointment

If you need to cancel your appointment, please call 250-762-2525 or send an email to admin@kelownapsychologists.com between the hours of 8:30 am to 4:00 pm Monday to Thursday or 8:30 am to 2:30 pm Friday, 24 business hours in advance. If necessary, you may leave a detailed voicemail message. We will return your call as soon as possible. If we receive your call or email outside of business hours which leaves us no time to respond (including over a weekend or on a statutory holiday) a missed appointment fee will be applied to your account at the rate of 50% of a session fee.

Payment for Missed Appointments

As part of KPG’s missed appointment policy, all clients are required to provide a credit card number at the time of booking that will be held on their account. All missed appointment fees will be processed for payment using the card on file. Providing a card on file is still required even if your sessions are covered by a third party as insurance companies do not provide payment for missed appointments or the resulting fees. Payment for missed appointment fees is your responsibility.

Late Arrivals

If you are late for your scheduled appointment time, please let us know as soon as possible. It is a courtesy call to advise your practitioner of your delay; should we not hear from you by 20 minutes into your scheduled time, your absence will be interpreted as a no-show and the policy below will apply. Should you arrive later for your session and participate in a partial session, the full session rate applies as the entire 50 minutes was reserved for your treatment.

Late Cancellations/No-Shows

A cancellation is considered late when the appointment is cancelled less than 24 hours (one business day) before the scheduled time. A no-show is when a client misses an appointment without cancelling. In the case of a late cancellation, because we have remote options, we will encourage you to use part of your allotted time, with advance notice of your delay prior to or within the first twenty minutes of your appointment. Should you arrive late and participate in a partial session, the full session fee applies. In the case of a no-show, we will charge you a fee equivalent to 100% of your total session fee to the credit card on file.

For new clients’ first appointments, a no show or late cancellation will result in a charge of 100% of your total session fee charged to the credit card on file. You are contacted in advance of your first appointment to provide consent to the services and charges.

We were lagging compared to other offices with our policy historically and have now informed returning clients of this updated policy.

Remote Session Policy

As part of offering continued care to our clients during the COVID-19 pandemic, many clients are electing to have their sessions held remotely either by Jane Video, Zoom or telephone. This has caused some unique billing challenges as we are not able to greet clients and accept payment for their services in person. As such, a credit card is required to be held on file for all clients who are engaged in remote-based sessions. The credit card on file will be billed for any remote session fees at the time the appointment occurs as payment is due at the time services are rendered.

Administrators will do their best to update you regarding in person and remote session management. It is safe to connect for services remotely with clinicians, and this affords you an opportunity to at least use some of your time for service delivery if it is unsafe  or not possible for you to attend your scheduled appointment in person.

Each talk therapy appointment is 50 minutes in length.

Each acupuncture therapy appointment is 80 minutes in length.

Please contact our office for specific fees.  Payment is due at the time of each appointment

Methods of Payment: Cash, Debit card, or Credit card (Visa/MC/Amex)