Policies

Are you seeing clients in person during the COVID-19 pandemic?
Yes, on case-by-case and with safety measures in place. Virtual sessions are recommend whenever appropriate.  Please feel free to email us with any specific questions about your situation and we would be happy to provide more details. and options.

WorkSafe Covid-19 Safety Plan:

We are committed to the health and safety of  our staff and the families we work with. As the situation regarding Covid-19 is changes, we will update policies as outlined by the College of Speech and Hearing Health Professionals of BC, WorkSafe BC, BC Ministry of Health and the BC Centre for Disease Control.

For the most up to date resources for Covid-19 prevention

Delivery of Services

  • Clinicians and clients are encouraged to work together via teletherapy whenever appropriate.  While in-person and virtual sessions may not look the same, teletherapy can help provide consistency to treatment and progress during these uncertain times. Please speak with our team to understand options that could be a good fit for you and your family.

Pre-screening and Health Precautions

  • Prior to in-person sessions, clients will be required to complete a Covid-19 screening  via Jane. The form will be sent 1-2 days prior to the session. 

  • Due to in-person sessions typically occurring in client homes, in-person sessions must be cancelled, if anyone in the household presents with symptoms of illness such as fever, chills, worsening cough, shortness of breath, sore throat, runny nose, loss of sense of smell or taste, headache, fatigue, diarrhea, loss of appetite, nausea, vomiting and/or muscle aches.

  • If signs and symptoms of Covid-19 develop after the screening is completed, clients are expected to phone the clinician before the clinician enters the home. Failure to do so will result in immediate termination of the session, the session charged in full and possible termination of services by Citadel Speech and Language Services Inc.

Hand Hygiene

  • Upon arrival and before leaving, the clinician will wash their hands. It is recommended that the client and all family members involved in the session also wash their hands before and after the session.

Physical Distancing

  • Whenever possible, clients and clinicians will keep a reasonable physical distance. Due to the natural of the sessions, 6 feet or 2 metres of distance may not be appropriate or possible.

  • For other family members in the home, if not attending the session it is recommended, if possible, that they stay in another room. For family member(s) attending the session, 6 feet or 2 metres or further is recommended whenever possible.

 

Personal Protective Equipment

Please note that during in-person sessions, the clinician will arrive wearing a face mask and face shield. Protective clothing such as scrubs and gloves maybe worn. It is advised that all adults in the household wear masks if possible. Whenever possible, 2 metre social distancing will be following. If possible, set up session outside or in open area in the home with good ventilation to further minimize risk of Covid-19 infection.

 

Cleaning and Sanitizing 

  • Clinicians will bring minimal materials into the session to minimize the possibly of cross-contamination between families. Any materials used will be sanitized in accordance to recommendations for BCCDC and WorkSafe BC. It is recommended that any materials from the home used in session be sanitized after the session.

Cancellation and Rescheduling Policy

  • 24 hours notice for any cancellations or changes to your appointment is required. Patients who provide less than 24 hours notice, or miss their appointment, may be charged in full at the discretion of their service provider. Time allotted may be used to evaluate the progress and update the client’s programs/goals.

  • The client should not attend session if he/she presents with any symptoms of illness including vomiting, fever or undiagnosed rashes. If the client becomes ill during the session, it is up to the discretion of the service provider to cancel the session. Cancelled session will be charged in full. Time allotted will be used to evaluate the progress and update the client’s programs/goals.

  • Sessions can be rescheduled within the same calendar month if the service provider has availability to accommodate the request. Request must be made at least 12 hours prior to the beginning of the session

Late Policy:

​Unexpected things happen, we know! However, our therapists have a schedule for the day and need to stick to it in order to see everyone else on time. All sessions will start at the scheduled time. Adjustments cannot be made for late starts unless agreed upon prior to the session.

  • If our therapist is ever late, however, your time will be made up at the same session, if possible, or at a later time.

Cancellation by Service Provider Policy:

If Citadel Speech and Language Services Inc and/or its associated health professionals cancels the session unrelated to patient illness, there will be no charge to the client.

Payment Policy

Payment for services are the responsibility of either the patient or their representative who has agreed to services on their behalf. Patient pay sessions are due at the end of the session. Balances remaining from other funding sources are due 14 days after the receipt of invoice.

Patient pay payments can be made by e-transfer or credit card. Receipts will be sent once the payment is processed and applied.

For various funding agencies such as MCFD (i.e. Autism Funding, At Home Funding) or charity organizations (i.e. Variety, CKNW) , Citadel Speech and Language Services Inc invoices services at the end of each month or at an agreed upon times. It is the responsibility of the patient or their representative to keep the funding up to date. Services that are not paid by the agencies are the responsibility of the patient or their representative.

 

Extended Health Benefits Policy

Many extended health plans include coverage for speech and language therapy. It is the responsible of the client or family to understand policy details and it various by insurance provider and by policy. Some recommended questions for the insurance plans are

  • What is total coverage per person?

  • Are there limits such as percentage or dollar paid per session?

  • Can parent coaching sessions be billed to parent portion of coverage?

All receipts contain the client's (person whom is being treated) name. We cannot remove client name to use the coverage of other family members.