Contact & FAQ

No, you do not need a referral from your doctor to access our services. You can book directly here. However, some extended health/private insurance providers may require you to have a doctor’s referral first. If you do have extended health/private insurance coverage, please check with them first regarding the rules around your coverage.

Under ICBC's new Enhanced Accident Benefits, a doctor's referral is not needed to seek physiotherapy services after a car accident. You will need an ICBC claim number. For more details, please see the ICBC website. If you are covered under an ICBC claim, please contact us directly to book your initial treatment session.

Yes, we currently direct bill to a number of major insurance companies. Depending on your provider, they may cover some or all of the costs associated with your treatment up to a maximum amount. Please contact them directly to clarify your plan coverage details. We accept insurance providers partnered with Telus Health, Sunlife, Pacific Blue Cross, Greenshield Canada and MSP - Supplementary Benefits.

If we do not direct bill to your insurance company, we apologize for this inconvenience. You can pay for your treatment directly and we then provide you with a receipt, which you can use to submit for reimbursement from your insurer.

We are registered as a health care provider with ICBC for physiotherapy services, which means we accept patients under ICBC claims and can direct bill to them. With ICBC's new Enhanced Accident Benefits, an individual has access to pre-authorized treatments during the Early Access Period - this means that for the first 12 weeks after your crash, you can seek physiotherapy treatment for up to 25 sessions without the need for a doctor's referral. If additional sessions are required after the Early Access Period, we can submit a treatment plan to ICBC to request for further sessions to help with your rehabilitation.

For further details about ICBC's Enhanced Accident Benefits, please see their website. We want to be with you on your important rehab journey after a car accident, so please do not hesitate to contact us if you have any questions. To book your initial physiotherapy appointment, please call or email us.

Our therapists are able to treat high school students through to retirees. Our clinic aims to be inclusive so that people from all walks of life and backgrounds can access our services.

Young athletes tend to pick up injuries easily from overtraining or using incorrect techniques when doing sports, so we are able to see younger clients to help with treating physical imbalances, correcting body mechanics, and work with them to build stability and strength.

We abide by the health colleges, BC Health Authority and BC Centre for Disease Control mandates and guidelines. As these mandates get updated, so will our covid-19 safety protocols, as to align with current best practices. The health and safety of our clients and staff are a top priority for us.  

All staff and clients are asked to screen themselves following the covid-19 self-assessment tool prior to entering the clinic/appointment: https://covidcheck.gov.bc.ca/

We ask that you do not come to your appointment if you feel unwell, are exhibiting covid-19 symptoms or if you have tested positive for covid-19. You can reschedule your appointment here or you can call the clinic. If you wake up and have symptoms of feeling unwell on the day of your appointment, please call us immediately to reschedule.

Masks:

Currently, there is no public health mask mandate in place for private health-care settings. Following this guidance, it is not required for patients and staff to wear a face mask while in the clinic and it will be a personal choice. If you do wish to wear a mask, but do not have one upon arrival, we would be happy to provide you a new one free of charge at reception. Please also let us know if you would prefer your therapist to wear a mask during your appointment. If yes, we would be happy to put on a medical-grade face mask (eg. N95 or equivalent).

Cleaning Protocols:

We have set up a rigorous cleaning schedule throughout the day of high contact touch points in the clinic. All treatment beds, equipment, linens are disinfected, cleaned and changed after each appointment.

There is hand sanitizer placed throughout the clinic, and clients can ask to use the clinic sink to wash their hands before/after a session.

Contactless Payment:

We offer a contactless payment option by asking for your credit card details to be stored safely in the Jane App (you can fill in these details during your online intake form) ahead of time.

Late cancellations or no-shows take up valuable appointment times that could otherwise be used by another client seeking treatment. As such, our cancellation policy is we require at minimum 24 hours’ notice before your booked appointment, otherwise we will charge you in full for your scheduled appointment. You can reschedule/cancel your appointment here.

If you do not show up for your booked appointment, our no-show policy is you will be charged in full for your missed appointment.

If your therapist does not have any booking availability for the next few weeks, please add yourself to their waitlist here. If anything becomes available for your chosen times/days, we will contact you to book in. Due to unforeseen circumstances, changes in schedule, sickness or other matters, people do modify their booked appointments, so chances are highly likely that an opening will become available with your chosen therapist if you put yourself on the waitlist.