You may have a number of questions about our clinic. Below are some frequently asked questions and their answers. If you have a question that is not answered below, please do not hesitate to contact us.

1. Do I need a Doctor’s Referral before booking an appointment?
2. Is there parking near your building?
3. Where are you located?
4. What do I bring to my appointment?
5. What are the average appointment lengths?
6. What are the benefits of physiotherapy?
7. Do you accept WSBC Claims?
8. Do you accept ICBC Claims?
9. What if I do not have a WSBC claim number?
10. What are your hours of operation?
11. What forms of payment do you accept?
12. What if I cannot make a scheduled appointment? Do you have a cancellation policy?

Do I need a Doctor’s Referral before booking an appointment?

No, if you are paying for the visit privately. However, every insurance company’s extended health benefits plan is different. You should contact your insurance company to confirm their need for a doctor’s referral before you come for treatment. We cannot inquire for you due to client confidentiality.

No, if you are making a claim with the WorkSafeBC (WSBC).  WorkSafeBC is formerly known as the Worker’s Compensation Board (WCB).

We highly recommend you get a doctor’s referral for therapy services if you are coming for treatment under a claim with the Insurance Corporation of BC (ICBC). However, it is not necessary. If you initiate an ICBC claim, please inform your adjustor you need therapy. Call our clinic for an appointment and treatment can be started right away. If it is deemed necessary, we will ask you to see your family doctor for a consultation. 

Is there parking near your building?

There is ample parking on the streets surrounding our building on McMurray Ave., Hazel St. and Kingsway. Please take note of parking meter restrictions and street signage. There is pay parking in the adjacent Shoppers Drug Mart building. 

Where are you located?

We are located at the northwest corner of McMurray Avenue and Kingsway in Burnaby. It is across from the old Sears at Metropolis at Metrotown Mall and above the Bank of Montreal on the 3rd floor of 4789 Kingsway, suite 350.

Map and Location

What do I bring to my appointment?

We ask that you bring a pair of shorts, running shoes and wear loose comfortable clothing. Please bring your BC CareCard. If you are coming for an ICBC or WSBC insurance injury claim bring all relevant claim information including your claim number. 

**Please note due to COVID-19 we are unable to allow patients access to the water fountain. Please bring your own water bottle.**

What are the average appointment lengths?

You should give yourself at least 60 -75 minutes for your initial assessment and treatment. Please arrive at least 15 minutes earlier for your initial assessment to allow sufficient time for filling out intake forms.  Subsequent treatments may range from 45 to 90 minutes, depending on your injury or condition.  

**Please note due to COVID-19 we are asking patients to arrive no more than 5 minutes before their appointed time. This is to ensure we keep our front desk and waiting room clear.**

What are the benefits of physiotherapy?

Physiotherapy in our clinic includes a full thorough orthopedic assessment. Once the diagnosis is made, the client is treated with a combination of manual therapy, electrical modalities and an extensive therapeutic exercise program. Every client is given a home exercise program.

Do you accept WSBC Claims?

Yes. You need to fill out the correct forms with your employer and family doctor (or clinic doctor)first, then make an appointment with us to start treatment immediately. We have a contract with WSBC to treat injured workers. We strive to get you back to work as soon as physically possible. Please bring in your BC CareCard as we need it to bill WSBC.

Do you accept ICBC Claims?

Yes, you will need your BC CareCard, ICBC claim number and your adjuster’s name and phone number to process your claim. It is important to contact your ICBC adjuster or lawyer, if you are legally represented, to ensure all proper forms are complete and your claim for physiotherapy has been approved. Please note, our clinic charges an ICBC treatment surcharge per visit if acupuncture or IMS is performed during treatment.

What if I do not have a WSBC claim number?

If you do not have a WSBC claim number prior to your first visit, you may have to pay for the visit yourself.  Once you receive your claim number, please inform our receptionist so that your visits can be re-billed to WSBC.  Once your claim is approved, you will receive reimbursement from us, NOT WSBC. We ask that you do not submit your receipts to any extended medical plans you may have until your claim has been accepted or denied.

What are your hours of operation?

Monday to Friday we book our first appointments at 6:00am and our last appointments at 7:00pm. On Saturdays our first appointment is at 8:00am and the last is at 1:00pm. We are closed on Sundays and holidays.

What forms of payment do you accept?

We accept cash, debit card, and major credit cards (Visa, MC, Amex) for payment.  

What if I cannot make a scheduled appointment? Do you have a cancellation policy?

Appointments are made to ensure your therapist has a sufficient amount of time to provide you with treatment. If you cannot make an appointment, we kindly ask that you give us at least 24 hours notice for physiotherapy appointments and 48 hours notice for massage therapy, pelvic floor and clinical Pilates appointments. This advanced notice will allow us to offer this appointment time to another client in need of our services. A cancellation fee equal to a private rate may be charged if the client does not show up for an appointment or cancels without sufficient notice.