Policies & Procedures

For On The Ball Pediatric Physio and Occupational Therapy

At On The Ball Pediatric Physio and Occupational Therapy, we are committed to creating a welcoming, respectful, inclusive, and family-centred environment for every child, youth, parent, caregiver, and guest who visits our clinics.

Our policies and procedures help us provide consistent care, protect appointment availability for families, and maintain a safe and supportive space for our community.

If you have any questions about our policies, please contact our reception team. We are happy to help.

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Appointment Cancellation Policy

We understand that schedules change and that unexpected situations can happen. If you need to cancel or reschedule an appointment, we ask that you provide as much notice as possible.

To avoid a cancellation fee, please contact us at least 24 hours before your scheduled appointment time. This allows us to offer the appointment time to another family who may be waiting for care.

Late Cancellations and Missed Appointments

Appointments cancelled with less than 24 hours’ notice may be subject to a cancellation fee.

Missed appointments without notice, also known as a “no show,” may be charged the full fee of the session.

This policy helps us manage our schedule, respect our therapists’ time, and maintain appointment availability for all families.

Emergencies

We understand that emergencies happen. If an urgent situation prevents you from attending your appointment and it is less than 24 hours before your scheduled time, please contact us as soon as possible.

Emergency situations are reviewed individually, and cancellation fees may be waived when appropriate.

How to Cancel or Reschedule

To cancel or reschedule an appointment, please contact the appropriate clinic by phone or email.

Kanata:
613-831-2377
kanata@ontheball.ca

Orleans:
613-898-9585
orleans@ontheball.ca

When contacting us, please include your child’s name, appointment date and time, and whether you would like to cancel or reschedule.

Follow-up appointments may also be managed online through Jane App when available.

Booking Appointments

Initial assessments must be booked through our reception team by phone or email. This helps us make sure your child is booked with the appropriate therapist and service.

Follow-up appointments can be booked by calling or emailing our team, or online through Jane App when available.

If you are unsure which service your child needs, our team can help guide you through the next step.

Appointment Length

Initial assessments are typically 60 minutes.

Follow-up appointment length and frequency may vary depending on your child’s needs, goals, and care plan. Most follow-up appointments are 30 or 45 minutes long.

Your therapist will discuss recommended appointment frequency with you after your child’s assessment.

Payment Policy

Payment is due at the time of service unless otherwise arranged.

On The Ball accepts debit, Mastercard, Visa, cash payments, and On The Ball gift cards.

Receipts are provided so families can submit claims to their extended health benefits provider when applicable.

Insurance and Funding

Some services may be covered by extended health benefits, private insurance, or third-party funding programs.

Coverage varies depending on your provider, plan, and funding source. We recommend checking with your insurance provider or funding representative before your appointment to confirm eligibility, referral requirements, coverage limits, and reimbursement details.

No doctor’s referral is required to book an appointment at On The Ball. However, some extended health benefit providers may require a doctor’s referral for reimbursement.

Occupational therapy, psychotherapy, social service work, and some group programs may be eligible under OAP funding guidelines. Please check with your OAP representative to confirm your funding and eligibility requirements.

Groups, Classes, and Programs

On The Ball offers therapy-led groups, classes, and programs designed to support children and youth in a fun, structured, and supportive environment.

Group and class spots may be limited. Payment may be required to secure your child’s place in a program.

Because group sizes are small and planning is based on registration numbers, missed classes may not be eligible for refunds or credits unless otherwise stated in the specific program details.

If your child is unable to attend a class or group session, please notify us as early as possible.

For questions about group eligibility, payment, receipts, or program policies, please contact our reception team before registering.

Virtual Care

When appropriate, virtual care may be available for select services or follow-up appointments.

Virtual sessions can be helpful when a family is unable to attend in person, when travel is difficult, or when home-based coaching and education are appropriate for the child’s care plan.

Not every appointment or service is suitable for virtual care. Your therapist can help determine whether a virtual appointment is appropriate for your child’s needs.

Personal Health Information and Privacy

On The Ball is committed to protecting your child’s personal health information.

We collect and use personal health information only as needed to provide care, manage appointments, communicate with families, maintain clinical records, process payments, and meet professional and legal requirements.

Personal health information may include:

• Child and parent/caregiver contact information
• Health history and developmental information
• Relevant medical, therapy, or educational history
• Assessment findings and treatment notes
• Care plans, goals, and progress notes
• Billing and payment information
• Emergency contact information

On The Ball will take reasonable steps to keep personal health information secure, accurate, and confidential.

We will only collect, use, or disclose personal health information with consent or as permitted or required by law.

If you have questions about privacy or access to personal health information, please contact our clinic team.

Respectful and Inclusive Environment

On The Ball is dedicated to creating a safe, inclusive, respectful, and supportive environment for children, youth, families, caregivers, staff, therapists, and visitors.

We welcome families of all backgrounds, identities, abilities, and lived experiences.

We ask that everyone who enters our clinics communicates with kindness, patience, and respect. Discrimination, harassment, aggressive behaviour, or disrespectful conduct toward staff, therapists, children, families, or guests will not be tolerated.

If behaviour compromises the safety or comfort of others, On The Ball reserves the right to take appropriate steps to maintain a safe and respectful environment. This may include ending an appointment, limiting future bookings, or reviewing participation in services.

Illness and Health Considerations

If your child or anyone attending the appointment is feeling unwell, please contact us before coming to the clinic.

This helps us protect other children, families, staff, and therapists, including those who may be medically vulnerable.

Depending on the situation and the type of appointment, we may recommend rescheduling, switching to virtual care when appropriate, or discussing the best next step with your therapist.

Questions or Concerns

If you have questions about any of our policies and procedures, please contact our team.

Kanata:
613-831-2377
kanata@ontheball.ca

Orleans:
613-898-9585
orleans@ontheball.ca

We appreciate your cooperation and look forward to supporting your child and family.

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