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Frequently Asked Questions

Do I require a referral to book in?

A referral is not needed for our services, but your insurance provider may require a doctor’s note in order to process and cover your claim.


Are your services covered by insurance benefits?

Coverage of services is dependent on your individual insurance plan. Most insurance providers cover physiotherapy and registered massage therapy. Athletic therapy and kinesiology are not yet as widely covered, but this is growing. There may also be limits on the amount each visit is covered, as well as a yearly limit. Please check with your insurance provider to see what your benefits cover.


Can you look up what my benefits are?

Unfortunately, we are not able to find out what your benefits cover. Please check with your insurance provider to know for sure what your benefits cover. Many companies now provide an app that makes it easy for you to find out your coverage.


Do you offer direct billing?

We offer direct billing for physiotherapy and registered massage therapy services only. However, some individual insurance plans do not allow for direct billing. Check with your insurance provider to see if your plan allows for direct billing.


Do you accept WSIB claims?

Yes, we accept patients going through the Workplace Safety and Insurance Board (WSIB). For those going through WSIB, you must book your initial assessment with either our physiotherapist or kinesiologist. Please bring your claim number with you to your first appointment.


How can I make an appointment?

You can give us a call, or click the “Book online now” button to book an initial assessment with one of our therapists.


What if I need to cancel or reschedule an appointment?

You can give us a call to cancel or reschedule an appointment. If you already have an account online with us, you may be able to cancel/reschedule online. However we do ask that you give us at least 24 hours notice, or a $30 fee may be applied to your account.


Is parking available?

Free parking is available in the north and south lot of the plaza. Paid parking is also available in the municipal lot north of us, or street-side.


Which door should I enter through?

Our reception desk is located at the north end of the clinic, from the north parking lot of the plaza, which is at the back of the plaza. The south entrance from the main plaza parking lot is technically the back of the clinic, so we ask that you please walk to our reception desk to check in.


What do I need to bring for my first appointment?

Just yourself and some comfortable clothes for moving around in! If you have a doctor’s referral or imaging reports, that can be helpful to bring as well.


What can I expect for my first appointment?

When you make your first appointment, we will send you access to our online intake form for you to fill out before you arrive. During the initial assessment, we will ask you questions about your current injury, previous injuries and overall health. We will then have you go through some movements and tests to hone in on your injury. We will take the time to explain your injury, the prognosis, and our treatment plan for you. We will also provide you with a home exercise program to complete, which will be emailed to you and updated as you progress through your rehab. This initial assessment will take approximately one hour.


How long are follow-up appointments?

We typically offer 30 minute treatments following the initial assessment for physiotherapy, athletic therapy and kinesiology appointments. We also offer 45 and 60 minute appointments should we feel a longer appointment is more appropriate for your injury. For massage therapy treatments, we offer 30, 45 and 60 minute appointments, depending on your condition.


Do you only treat athletes?

While we specialize in treating athletes, they are not the only patients we see. If you are active with a sport or hobby, want to be active, or are limited by pain and injury, then you are an athlete in our eyes.


What is the difference between physiotherapy and athletic therapy?

Physiotherapy and athletic therapy are very similar professions in a clinical setting. Physiotherapy is a two-year masters degree with education in musculoskeletal, respiratory, cardiovascular and neurological rehabilitation. Physiotherapy is a regulated healthcare profession in Ontario. Athletic therapy is a four-year bachelors degree that focuses on musculoskeletal rehab and on-field emergency and first aid care. Many athletic therapists work directly with teams to assess and manage injuries right when they occur during play. Both physiotherapists and athletic therapists have the skills to assess and develop a treatment plan for your injuries. Not sure which is best for you? Give us a call or book a complementary consultation to discuss your current situation.


What is assigned care?

Assigned care is when a practitioner performs an assessment, and then has another practitioner carry out the treatment plan. For example, a physiotherapist may assign care of one of their patients to an athletic therapist. The physiotherapist remains in charge of the treatment plan, and must be informed and re-assess if changes are needed; however the athletic therapist carries out the treatment plan for the physiotherapist, and is billed as a physiotherapy appointment. Assigned care requires the patient’s consent.


Which therapist should I book in with?

All of our therapists are regulated healthcare professionals and proficient in assessing your injury and developing a treatment plan. We also take a team approach to your care, and it is not uncommon for patients to see different practitioners based on availability, treatment plans, specialties and services offered. In fact, it is not uncommon for two of our therapists to be involved during your initial assessment- that way everyone is comfortable and aware of your condition, making it easy for you to book in with either for your treatments. Take a look at our profiles to see if their interests and experience match what you are looking for, or give us a call to discuss who would be best for you.


What conditions do you treat?

While there are too many conditions to list, here are some of the common conditions that we have successfully treated: muscle strains, ligament sprains, post-operative rehab, neck pain, low back pain, sciatica, posture-related pain, rotator cuff-related shoulder pain, rotator cuff tears, tendinopathies/tendinitis, bursitis, patella-femoral knee pain, golfer’s elbow and tennis elbow. We have a strong support/referral system in case we feel you require additional treatment outside of our scope of practice.

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