When the waitlist outgrows the practice

As Open Space Counselling grew from a solo practice into a two-location group practice in Vancouver, one thing stayed consistent: Elana Sures wanted every client to feel genuinely understood and matched with a therapist who was the right clinical fit and the right human fit.

But the more clients she took on, the more admin followed. Scheduling, documentation, payments, communication. It all multiplied.

A foundation that supports both roles

Elana is still a therapist, but she’s also a decision-maker responsible for the experience of both clients and clinicians.

Staff & Admin Scheduling helps her keep both locations organized without duplicating effort. Each staff member has individualized settings for scheduling, billing, and documentation, so every clinician’s workflow reflects the way they practice. Because Jane supports multiple locations within the same account, Elana doesn’t need separate systems for each office.

Before clients arrive for their first session, automated Intake Forms, consent forms, and outcome measure surveys are sent ahead of time. Clients complete paperwork on their own schedule. Less admin for the team, more time in the room for actual therapy.

Protecting the therapeutic space with Jane Payments

One of the clearest ways Jane supports Elana’s practice is through Jane Payments.

Clients store their card on file when they book through Online Booking. After a session, the payment is processed by the front desk or practitioner. No transaction to manage at the end of an appointment, no manual entry, no separate system to reconcile.

Jane Payments also helps reduce no-shows. Pre-payment and cancellation policies are set up directly through Online Booking, so expectations are clear from the moment a client books. When an outstanding balance does come up, pay balance email and text reminders handle the outreach.

Keeping clients connected between sessions

The care experience doesn’t stop at the end of a session. Clients can access a secure Patient Portal to view receipts, fill out forms, and communicate with their therapist through secure messaging.

For a practice where the work is deeply personal, having a secure, centralized space for communication helps clients feel supported even when they’re not in the room.

And with Telehealth built into every Jane plan, Open Space can offer virtual sessions when that’s the better fit, without needing a separate platform.

Growing with data, not guesswork

As Open Space added clinicians and expanded to a second location, Elana leaned heavily on Reports in Jane to guide her decisions.

She can pull up daily insights from accounts receivable and payment reconciliation to stay on top of the practice’s financial health. Individual staff dashboards with compensation and timesheets help her manage a growing team. Big-picture performance and appointment data give her the kind of information she needs to make smart decisions about hiring, services, and where to focus.

“Jane’s made a huge difference in my clinic’s growth,” she says. “It helps me make hiring decisions. It helps determine whether we need to offer new services. It allows me to see what’s working and what’s not.”

More than software

Elana consistently points to the Jane Support team as part of what makes Jane feel different.

With unlimited phone, chat, and email support on every plan, including free onboarding and data importing, the help is there whenever it’s needed, without extra costs or tiered access.

Making space for what matters

When asked what she finds most rewarding about her work now, Elana doesn’t talk about growth or expansion plans. She talks about people.

That’s what the right foundation makes possible. Online Booking sets clear expectations from the first interaction. Jane Payments protects the end of each session. Reports guide hiring and services with real data. And for Elana and her team, all of that creates more room to do what they do best.