Welcome to Prisma

First Session FAQ

We are happy to help you get started with us!

Below you will find all the information you need to get set up with Prisma’s systems and become familiar with our policies. Here is a summary of what you’ll need to review before your first session:

  • Preparing for your first session

  • Location (for in-person visits)

  • Technology (for virtual appointments)

  • Rates and payment

  • Cancellation policy

  • Session frequency and booking

  • How to optimize your experience

First Session

+ What should I do before my first appointment?

There are a few things to attend to before your first appointment. Here is a checklist:

  • Make sure you have access to your Jane App usernames and password.
  • We have created a profile for you, which is used to a) book the appointments and b) process payments and send you receipts.
  • Complete your client information and consent forms (sent on a separate email).
  • Complete the telepsychology consent form required for online appointments (sent on a separate email).
  • Check your health benefits for coverage of psychological, social work, and psychotherapy services to ensure you have sufficent coverage or have budgeted accordingly.
  • Subscribe to your Jane’s calendar to have your appointments synced with your personal calendar of choice (e.g. iCal, Google Calendar) on your devices. Here's how to do it.

In-person Visits

+ What is Prisma's address?

Our address is: 1200 Bay Street, suite 501. This is on the northwest corner of Bay and Bloor.

  • Please click here for information regarding parking and TTC directions.
  • The closest Green P lot seems to be the one at 74 Yorkville Avenue.
  • Please allow for some extra time to find parking as it is a high density area.

+ When should I arrive for my appointment?

Whenever possible, arrive a few minutes prior to your appointment time. This will help you unwind and give you some extra time to identify what you would like to work on in session.

+ What do I do when I arrive?

Feel free to have a seat in the waiting area and your therapist will come and get you. Please remove wet/snowy shoes and place them on the tray next to the entrance door. There is a coffee cart with Nespresso coffee and water. Feel free to help yourself.

Washroom keys are inside the white box on the coffee table. Washrooms are located down the hallway, turning left as you exit the office.

+ Is your building accessible and inclusive?

Yes. We have:

  • Accessible elevators
  • Accessible all-gender washrooms

The all-gender and wheelchair accessible washroom is located between the female and male washrooms. You do not need a key for this washroom.

Virtual Appointments

+ How to connect to Jane App video platform?

JANE APP TELEHEALTH - VIRTUAL THERAPY

You and your therapist will be meeting online through Jane App's video platform.

To connect to your video call, it is best to have access to a laptop, desktop computer, or smartphone.

You will receive two reminders via email, 24 hours prior and 30 minutes prior to your appointment with a link to connect to your video sessions.

Here is more information about how to join your online appointment using Jane’s secure video platform. It is very easy once you do it for the first time.

+ What do I do if I experience technical issues?

If you experience any technical difficulties at the time of your appointment, please contact your therapist directly using their contact information above.

Rates and Payment

+ How much does a session cost? Does it include HST?

Our session fees may vary depending on the type of service and the clinician. We shared the rate for your treatment sessions via email.

Psychological and social work services are exempt of HST. The session fee is the final cost.

+ When is payment due?

Payment is due just before or at the end of your session. We do not send invoices following your sessions. We send receipts after we have received your payment.

Click here to access all you need to know about payments.

+ What forms of payment do you accept?

Forms of payment include MasterCard, Visa, or e-transfer, if possible before or directly after each session.

Credit card payments: You may store your credit card information in our online practice management system, Jane App.

  • If you choose to pay by credit card, you will need to consent that your information be stored in the system, which can be done through the intake form.

E-transfers: Please submit payment following each appointment by using the information below:

  • E-mail: payments@prismapractice.com
  • Message: please enter the date of the appointment for which you are submitting each payment (e.g., "April 4").

+ How do you protect my credit card information?

We take your online security extremely seriously. We use industry-standard encryption to protect your credit card details. Your information is never shared with anyone and is not even accessible to our staff.

+ Do you provide direct billing?

We do not provide direct billing to your insurance.

+ Will I get a receipt?

After we receive your payment (either credit card of e-transfer), we will send you a receipt via email. You may use the receipt to submit an insurance claim for reimbursement. You may also claim as a medical expense in your tax return, if applicable.

Cancellation Policy

+ Do I still have to pay if I cancel late or miss a session?

Yes.

We have some strategies in place to help you remember your session:

  • Option to sync your personal calendar with our online booking site so that all your appointments automatically show in your devices
  • Email notifications every time you book an appointment
  • Email reminders 24 hours before your session to remind you of your appointment.

If you don’t cancel with more than 2 business days or if you miss your appointment, you will be responsible for paying the full session fee.

Be mindful that while you will receive a receipt, most insurance plans do not reimburse for late cancellations or missed appointments.

Click here to access all you need to know about cancellations.

Session frequency and booking

+ Do I need weekly sessions?

We recommend that clients attend weekly sessions, especially early on in treatment. This helps create positive momentum, which is associated with increased client engagement and better treatment outcomes.

+ Why do you book sessions until the end of the year?

This allows us to save a recurrent appointment time for you while also leaving our schedule open for online booking.

Without this startegy anyone accessing our online booking system would be able to book themselves in a time slot that should be saved for you.

+ What if I don't need all of those sessions?

You are free to cancel, reschedule, or discontinue sessions based on your needs. Just make sure you discuss this with your therapist and give us 2-business days notice to avoid being charged the full fee.

Making the most of your treatment

+ What should I expect from the first session?

When you first meet your therapist, they will review the forms you filled out online and all the information on the consent form. We want to make sure that you know what you are agreeing to and give you a chance to ask questions.

Next, your therapist will review your reasons for starting therapy - be prepared to speak about this. Finally, together you will define your goals and discuss ways to achieve them.

The first session is also a good opportunity for you and the therapist to determine whether you are a good fit.

+ What should I expect from the second session and beyond?

Each therapist may apply this differently, but generally, they will ask you about your history growing up, any traumas or significant experiences you went through that can help you understand who you are as a person and provide context for what you are dealing with.

After 2-3 sessions, your work will focus on how to use that information to help you make the changes you want in the present. This may involve practical strategies and exercises between sessions.

+ How can I make the most of my treatment?

You benefit the most from your treatment when you take charge by:

  • Identifying what you want to focus on in each session.
  • Being aware of what you are working on in therapy, even when you are not in a session.
  • Brainstorming with your therapist ways to apply therapy into your day-to-day life.
  • Completing homework between sessions.
  • Strategically pushing yourself out of your comfort zone with kindness.
  • Asking your therapist how what you are doing can lead to the changes you want.
  • Bringing up any issues that are not working well for you in therapy and working with your therapist to solve them.
  • Reminding yourself that change is a process and that as long as you are working on it, you are getting closer to the life you want.