Mental Health FAQ/Support

Our Therapists

What types of mental health professionals are available through Wello?

Wello’s team of Registered Mental Health Therapists includes social workers (Master of Social Work, MSW), psychologists and psychotherapists.

What are your therapists qualifications?

Professionals in our network have a Master’s degree or a PhD in the fields of Psychology, Clinical Social Work, or Educational Psychology.

What is the difference between a psychiatrist, a psychologist, and a social worker?

A psychiatrist is a medical doctor who specializes in mental health and can diagnose serious mental health issue and prescribe medications. A psychologist can diagnose some conditions but cannot prescribe medications. A psychologist and a social worker can sometimes do similar things – depending upon their practice philosophies.

A social worker works with families and individuals to help improve outcomes in their lives. Circumstances can occur where both a social worker and a psychologist will work as a part of a client care team.

What is the scope of practice for social workers at Wello?

In a mental health setting, a social worker usually includes services in three levels of health care: prevention, treatment and rehabilitation. Social workers generally look beyond illness and treatment issues, to consider other broader factors that may impact mental health such as human, social and political issues.

For more information regarding education, professional services, and detailed specific roles, please visit Canadian Association of Social Workers. 

Our Service

Who has access to Wello mental health services?

Enhanced Mental Health Services are available to all eligible Wello members aged 16 and older. This includes you as the main account holder and your dependents (check your benefits coverage).

Where are Wello's Enhanced Mental Health services available?

Wello’s team of Registered Mental Health Therapists are available anywhere in Canada. We have team members licensed in every province and territory.

What happens during an initial mental health appointment with a Wello clinician?

During the initial video appointment, the Wello clinician will review your symptoms and discuss any concerns you may have. Based on this assessment, the clinician may send you two preliminary screening tests (GAD-7 and PHQ-9) and arrange for more in-depth treatment as required.

Referral options include:

• Access to a Wello Registered Mental Health Therapist
• External resources, including specialist referrals, online programs and tools
• Employee Assistance Program (EAP)

How do I book an appointment with a Wello Mental Health Therapist?

A Wello Medical Care Coordinator (MCC) will contact you to select a Registered Mental Health Therapist and will review all out-of-pocket costs.

Once confirmed, the MCC will book the appointment, process your payment, and issue a receipt for reimbursement (if applicable). Costs for appointments with a Wello Registered Mental Health Therapist may be claimed through your employee benefit plan (dependent on your benefit coverage).

How soon can I talk to a Wello Mental Health Therapist?

We guarantee an appointment within 14 days from your initial request – almost two times faster than the average Canadian wait time.

Can I select which Registered Mental Health Therapist I meet with?

Yes, our Wello clinicians and Medical Care Coordinators (MCCs) will make recommendations based on the concern and the licensed therapists available. You will then choose which Registered Mental Health Therapist you would like to see.

Does Wello offer in-person mental health appointments?

No. All appointments are virtual (phone or video) through our Wello platform.

The Wello Care team, including care coordinators, clinicians and Registered Mental Health Therapists are on the same platform, offering you a seamless and consistent experience.

What information do you share with my employer?

Wello takes the privacy of your personal information very seriously. Due to the confidential nature of our services, we cannot share information on the outcomes of virtual visits with your employer, including sessions with a Registered Mental Health Therapist. All screening questions, responses, and conversations are kept confidential.

Your employer will only have access to your eligibility results (eligible/non-eligible) and aggregate data.

Your employer may be able to see if you submit a claim for reimbursement through your employee benefits plan. Please contact your HR team or insurance company for more information.  Wello takes the privacy of your personal information very seriously. Due to the confidential nature of our services, we cannot share information on the outcomes of virtual visits with your employer, including sessions with a Registered Mental Health Therapist. All screening questions, responses, and conversations are kept confidential.

Your employer will only have access to your eligibility results (eligible/non-eligible) and aggregate data.

Your employer may be able to see if you submit a claim for reimbursement through your employee benefits plan. Please contact your HR team or insurance company for more information.

How do Wello's services compare to my EAP?

Our Enhanced Mental Health Services are complementary to your existing EAP program. They are not designed to replace your EAP but rather, provide an additional mental health resource.

Wello clinicians will refer you to the most medically appropriate resource(s), which may include a Wello Registered Mental Health Therapist, external resources including specialist referrals, online programs and tools, and an Employee Assistance Program (EAP), if available.

Is this service available to my dependents?

Yes, Enhanced Mental Health Services are available to all eligible dependents aged 16 years and older.

Prescribing Policies

Can a Wello Registered Mental Health Therapist prescribe medications?

Our Registered Mental Health Therapists can provide counseling and therapy to help you cope with mental health challenges, but they are not, by law, licensed to prescribe or recommend medications.

Can a Wello clinician prescribe mental health medications?

No, our clinicians cannot prescribe medications for mental health concerns. They may provide a prescription refill when medically appropriate.

If  my  Registered Mental Health Therapist thinks I may require medication, what happens next?

The Registered Mental Health Therapist would encourage you to contact your primary care practitioner (usually your family doctor) for follow-up care.

Billing & Costs

Is this included with my regular Wello service?

Wello clinicians will refer you to the most medically appropriate resource(s), which may include a Wello Registered Mental Health Therapist, external resources including specialist referrals, online programs and tools, and an Employee Assistance Program (EAP) if available. This referral process is included for all Wello members.

There is an additional cost for appointments with a Wello Registered Mental Health Therapist. Costs for appointments may be claimed through your employee benefit plans (dependent on benefit coverage).

Please review your employee benefit coverage before booking.

Who pays for my appointment with a Registered Mental Health Therapist?

Appointments with a Wello Registered Mental Health Therapist are paid for by the Wello member (either the primary account holder or a dependent).

All costs are confirmed with you in advance. Payment is processed by credit card, and you will be issued a receipt to submit to your employee benefit plan for reimbursement (dependent on benefit coverage). Please review your employee benefit coverage before booking.

Are appointments covered by employee benefits?

Sessions with a Wello Registered Mental Health Therapist may be claimed through your employee benefit plans (dependent on benefit coverage). Your benefits plan may cover the entire cost or a portion – subject to the plan provisions (i.e., maximums, copayments and/or deductibles). We recommend that you verify your coverage with your HR department or insurance provider before paying out-of-pocket.

Does Wello direct bill for sessions with a Registered Mental Health Therapist?

No, Wello does not offer direct billing.

All costs are confirmed in advance. Payment is processed by credit card, and you will be issued a receipt to submit to your employee benefit plan for reimbursement (dependent on benefit coverage). Please review your employee benefit coverage before booking.