POLICIES

We at Northern Tide Support Services strive for to provide you with quality services. Quality is best achieved when you, the client work with us in partnership to achieve your goals.

As a valued client you can expect:

• To be treated with dignity and respect without discrimination of any kind (See Mission and Values tab for more details).
• To receive information on all interventions and services so that you can make your own decisions, to ask questions and receive clear answers in a timely manner.
• To have our clinicians maintain your psychological safety, privacy and the confidentiality of what is shared in session (See below for more information on confidentiality).

As a member of your care team we expect you as a valued client:

• To treat your clinician with dignity and respect, without discrimination of any kind; and to be as courteous and considerate as possible to the clinician(s) involved in your services.  
• To inform us of anything that could affect your present condition.
• To agree to act in as safe and responsible manner as possible (See below for more details on Limits to this agreement).    
• To be considerate of the privacy and rights of all clinical staff in accordance with WorkSafeBC standards and regulations.
• To respect and adhere to Northern Tide Support Services policies, expectations and responsibilities. 

Disclaimer: Please note that our Northern Tide Support Services clinicians do not diagnose clients or their loved ones.  If you have questions about diagnosis please speak with our clinicians about healthcare system navigation or consult your family doctor or nurse practitioner.    

Confidentiality:

• All interactions that take place in the online setting of therapy are considered confidential and protected under Freedom of Information and Protection of Property Act (FOIPPA). This includes inquiries by email, all interactions with our clinicians including any scheduling or appointment notes, all session content records and any progress notes that we take during your sessions are confidential. Your identity is protected and our clinicians will not verify that you are a client if asked by a third party. You may however, choose to give us expressed written consent to release any or specific information about you to any person or agency that you designate.

What you need to know:

Limits to this agreement:

• In some legal proceedings Northern Tide Support Services clinicians may be subpoenaed or given a court order to give testimony or provide information in court.  You will always be consulted to provide informed should a subpoena or court order be received by one of our clinicians.  
• If we learn of or believe that there is physical or sexual abuse or neglect of any person under 19 years of age, we have a duty to report this information to the police or the Ministry of Child and Family Development (MCFD).
• If we learn of or believe that an adult who is disabled is being abused or neglected, we must file a report with React – Adult Protection Office or the police.
• If we learn of or believe that you are threatening serious harm to another person, we are obligated to report this to the authorities.
• If there is evidence that you are likely to cause deliberate harm to yourself unless protective measure are taken, we may be obligated to contact police/emergency services or Car 87 so that you can be assessed using criteria described in the BC Mental Health Act.
• There may be times when we consult with outside sources about cases. In these instances, no personally identifiable information will be used to discuss your case. However, discussion topics will be used to ensure that we are getting and giving the best assistance possible. The persons with whom we discuss cases are legally bound to keep information confidential.

Northern Tide is ethically committed to providing quality services however due to potential conflicts of interest, our clinicians cannot contact any current employee of the various BC-based health authorities on your behalf.  

What you need to know: 

What can we do?

• Navigation one of our areas of focus.  We are happy to give advice and guidance on how to prepare yourself to confront the challenges they may face when seeking effective care for yourself and your loved one.  Our aim is to empower our clients by providing them with the knowledge and tools to succeed as individuals and caregivers within the multi-layered BC healthcare system.

Northern Tide is ethically committed to providing quality Advance Care Planning (ACP) advice and support based on BC legislation.  Our services are not a substitute for legal advice.  

What you need to know: 

Do I need a lawyer to make an ACP document?

• Simply put, it depends on the document or situation.  We recommend you attend an Advance Care Planning session to discuss your options.

Clinicians at Northern Tide Support Services are often asked to witness documents for clients. These documents may or may not be related to client care. 

What you need to know: 

Policy:

• A person who witnesses a document attests only to the identity of the person signing the document. It is therefore important that any person witnessing a document must see the signatory actually signing it. In general, witnesses are not responsible for determining whether the person signing the document is competent to do so, nor whether the content of the document is appropriate or in the person’s best interests. Nonetheless, if there is a subsequent dispute about the validity of the document, the witness may be asked sometime in the future to testify as to the state of mind of the patient at the time the document was signed. Although witnessing of documents is considered a minor legal risk to the clinical staff and Northern Tide Support Services, the activity is usually avoided, however it is accepted that there are times when it may be the only option based on the clinical situation of the client and lack of availability of other witnesses. 
• In accordance with the previous policy, our clinicians will evaluate whether or not the witnessing of a document is appropriate or not on a case-by-case basis.  

As Northern Tide Support Services clinicians we thank you for entrusting us with your personal information.  We are legally required by FOIPPA to protect your privacy.  We use your information for authorized purposes only and must store it securely.  All clinicians are trained to keep your personal information safe and confidential at all times. 

What you need to know: 

How do I ask for my personal record?

• You, or someone who has the legal right to represent you can request your personal information from Northern Tide Support Services.  This request is usually in writing.  

How long will it take to get a copy of my personal record?

• Northern Tide Support Services does their best to process requests as quickly as possible.  However, FOIPPA allows up to 30 business days from when we receive your written request. Please note, we must send it securely either by password protected email or via registered mail.

Will I have to pay for a copy of my personal record?

• The cost of any shipping, courier or special processing services will be added to any personal record or document request where applicable.  

How long are my personal records kept?

• Northern Tide Support Services is obliged to keep any physical/electronic records for 7 years after date of last entry.  Your record will be available to you during that period.  After 7 years, records will be destroyed or can be deleted. and will thus be unavailable.

Northern Tide Support Services clinicians are committed to communicating with you about your support while protecting your privacy and personal information. Email and text communication however, comes with risks and  limitations that you should be aware of.  

What you need to know: 

Policy:

• Detailed clinical discussions and therapy sessions will not be provided by Northern Tide Support Services clinicians through email or text messages.  
• The content of e-mails/texts are confidential and may be privileged. If a third party receives an email from a Northern Tide Support Services Clinician in error, they are instructed to please contact the sender and delete it immediately. 
• Personal information that you send in an email or text messages could be at risk if an email account and/or device is compromised. It is your responsibility to protect your accounts and devices from inappropriate access and/or loss. 
• If you send an email or text to a Northern Tide Support Services clinician expecting a reply and do not hear back within a reasonable time period, it is your responsibility to follow up with  that clinician regarding your appointments. Northern Tide Support Services clinicians will do their best to respond to emails within 48 hours.  

Billing for services will be emailed out immediately following your session. 

What you need to know:

Once you receive invoice:

• Please review the invoice to ensure it is correct.
• Any disputes with billing can be directed to your clinician for review (See refund policy below).  
• All payments will be made online and within 10 business days of invoice date. 
• To pay your invoice simply follow the pay link by scanning the QR code and follow the prompts.  E-transfer is accepted and can be sent to info@northerntidesupport.ca
• If applicable, please keep your receipt as proof of payment to submit a claim to your benefit plan.

When considering utilizing services with Northern Tide it's important to understand the cancellation/refund policy. 

What you need to know:

Cancellation Period:

• Northern Tide Support Services clinicians allow clients to cancel appointments up to 48 hours prior to their scheduled appointment without penalty. If a client cancels outside of this timeframe, the fee for the full session rate applies and the session will not be eligible for a refund  unless we can find a time to make up the session within the following week (Please note, this may not be possible if other clients are already booked).
• Please be aware that Northern Tide Support Services may take up to 30 business days to issue the full refundable amount.  

 To ensure a fair refund process, clients should: 

• Review Policies Carefully: Before committing to Northern tide Support Services please review all terms and conditions related to cancellations/refunds.
• Ask Questions: If any part of the refund policy is unclear, ask the clinician for clarification.

 Reviewed for legal accuracy: [April 2025].