FREQUENTLY ASKED QUESTIONS


WHAT CAN I EXPECT ON MY FIRST VISIT?


Come to the clinic at least 15 minutes before your appointment time. Bring any referrals or results of tests that you have. Complete an intake form in the clinic or complete on the Client Portal prior to your visit. Our admin staff will greet you and ensure we have all your information accurately. 
 
Expect to spend a minimum of 45–90 minutes at the clinic for your visit; follow-up visits will be shorter. Your healthcare provider will take a thorough history of your issues, complete an examination, then discuss and/or start treatment.​

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CLIENT PORTAL


Registered clients may access the portal for completing a health profile, booking online appointments, online exercise plans, and other forms. Your login credentials will be sent by the clinic staff after you book your initial appointment. You can access the portal at any time from the top right of the home page. For help with the portal, please email reception

HOW DOES BILLING WORK?


Expect to pay for services at each visit, unless funding for treatment is pre-approved, such as a motor vehicle claim, or if we are doing direct billing on your behalf to your health insurance. Fees for all clinic services are in accordance with Ontario professional fee guidelines. All treatment providers are registered health professionals. Services at the clinic are not covered by OHIP, except for physician consultations by Dr. Lowe MD ONLY (Please bring a valid Ontario Health card)


We ask for 24 hours notice for change or cancellation of appointments. Missed appointments will be billed a $50 fee. Your insurance plan will not cover this fee.


A valid credit card on file is required to reserve your appointment, and for any direct billing, or if you wish to carry a balance in your account between visits.  We accept VISA, Mastercard, Interac and cheque for payment.  The clinic does not keep cash or change onsite.


INSURANCE PLANS


Your extended health care plan may cover all or part of your treatment charges, dependent upon your plan. You are responsible for any deductibles or fees not covered by your insurance.  If you are set up for online transactions for physiotherapy, when you pay for your treatment we can directly send the transaction to your insurer for faster reimbursement, or direct bill on your behalf. Please ask at reception. Some insurance plans require a doctor's referral to refund your expenses; we advise that you check your benefits before commencing treatment to understand your coverage.


CLOTHING

Physiotherapy is a hands-on profession. Your visit will include a physical examination, and we need to be able to see how you move. Please bring shorts or alternate for any low back and lower body problem. For female patients with any upper body problem, a sleeveless top works well. We provide gowns in the clinic if required, and treat all our clients with respect.


CLINIC HOURS OF OPERATION


The clinic offers services daily except for Sundays and public holidays. The clinic is open from 7am to 8pm Monday to Thursday, and 7am to 5pm on Fridays. Services on Saturday are generally available from 8.30am to 3pm, but vary by health professional.


DO YOU HAVE A QUESTION NOT ANSWERED HERE?  Contact us today, we're here to help!