Frequently Asked Questions
Q. What is your Cancellation Policy?
A. We require a minimum of 48 hours' notice, or we will charge the full appointment fee. Appointments can be cancelled by phone call, email or through our online booking system. We do not accept cancellations via text (in response to your text reminder.)
Q. Do you take new patients?
A. Yes! We often have an appointment for a new patient within 48-72 hours during business days.
Q. Do you direct bill?
A. Extended Medical - We currently direct bill most major extended health insurance companies. Please contact the clinic if you'd like to know if your insurance company is on our list.
WSBC (Worksafebc) - We do NOT have a contract with WSBC thus cannot see WSBC clients.
ICBC - *Jan 1st, 2024: We are currently NOT taking any new ICBC Patients. We are happy to refer you to a clinic that does* We will direct bill ICBC for any patient that has been involved in a MVA April 01 2019 or later. We do not direct bill ICBC for any patients involved in MVA’s prior to March 31 2019; these patients will be expected to pay out of pocket for treatment and submit to their lawyer or ICBC on their own.
Medavie Blue Cross - We provide direct-billing for Veterans Affairs, CAF, and RCMP clients as well as those with Medavie extended health insurance.
Q. I’m on Premium Assistance with MSP. Do I get my visit covered?
A. For those on premium Assistance (whose income is low), MSP covers a set dollar amount per visit for up to 10 visits per calendar year to ALL physiotherapy, chiropractors, naturopathic doctors, acupuncture and podiatry. Our fees remain the same for Premium Assistance patients, however patients may claim their per visit amount back from MSP (we do not direct-bill this portion of treatment.) We will provide printed receipt for those who ask.
Q. What should I bring to my appointment?
A. Appropriate clothing (shorts for any low back or lower body injury, tank top or sports bra for any mid back/neck or upper body injury, running shoes if you are a runner); any relevant imaging reports (MRI, CT, X-Ray, Ultrasound), any relevant doctor or other health care practitioner referral.
Q. Do I need to arrive early to my appointment to fill out paperwork?
A. We generally collect all the information we need when we book your initial assessment appointment. However, it is always a good idea to arrive at least 5 minutes ahead of your scheduled time to double-check we have everything we need from you prior to seeing the physiotherapist.
Q. Do I need a referral?
A. You do not need a referral to be treated by physiotherapist. However, your insurance may require one for reimbursement so it is always a good idea to check with your insurance company prior to booking your appointment to find out if you are covered.
Q. My minor child (under the age of 18) has an appointment with the physiotherapist; do I need to attend the appointment with my child?
A. Children under the age of 18 should be accompanied by a parent or legal guardian for the purpose of providing consent for the assessment and treatment. You do NOT need to be in the treatment area with your child, however we do require verbal consent for him/her to be treated without your presence so please do make time to meet the physiotherapist upon your child’s first appointment to give consent.
Q. Can I bring my baby/toddler/child with me to my appointment?
Yes you can! We are a “family friendly” clinic. For safety reasons, and in consideration of other clients, we ask that you keep your children with you in your treatment room and supervise your children during your visit and that they not disrupt our staff or other clients.
Q. What is manual therapy?
A. Manual therapy means ‘hands-on’ quite simply. Most often this mean loosening a tight joint (joint mobilization) or muscle (massage), or nerve (nerve mobilization) by means of hands-on-techniques. Occasionally a therapist may recommend a joint manipulation which is a faster version of a joint-mobilization – think of ‘cracking’ your back or your ankle for example. This will only be done if the treating therapist has the appropriate training and the patient gives their consent.
Q. How are your treatment fees determined?
A. We base our fee schedule on the time our Physiotherapists spend with the clients, as well as their expertise. The BC Physiotherapy Association also releases yearly fee guidelines which we take into consideration. Our Physiotherapists see only one patient at a time. There is no waiting while your therapist is working with another patient, and we don’t have any treatment modalities or ‘machines’ to leave you on. Your initial visit with the physiotherapist is one hour, and follow-ups are usually 30 minutes. All of this time is spent one-on-one with your therapist. You usually won’t see your therapist more than once a week, depending on your condition, as we try to make good use of your time. This model of care appears to cost the client more, but in reality, you are getting ‘more bang for your buck’ – or quality, efficient and effective care.
Q. Do you do IMS?
A. Yes, we offer IMS, also called “Functional Dry Needling/ FDN”.
Q. Can you Access my X-Rays/CT/MRI?
A. Yes, with a signed consent form from you, we can access your radiology reports that were done locally (VIHA).
Q. Do you treat issues related to Pelvic Health and/or Pelvic Floor?
A. YES! Sonja de Milliano is taking new and returning patients with pelvic floor related health and injuries. Call the clinic to book 778.420.0111 or book directly online with Sonja at https://activelivingphysio.janeapp.com/#/staff_member/43
Q. What are your hours of operation?
A. Please see our hours and clinic info here
Q. What is your fax number?