Frequently Asked Questions
Find answers to common questions about our services, appointments, insurance coverage, and what to expect during your visit.
Call (604) 563-4411Quick Navigation
Jump to the section you're looking for
Appointments & Booking
Everything you need to know about scheduling and preparing for your visit
Do I require a doctor's referral?
A doctor's referral is not required to receive physiotherapy services. However, please keep in mind that some private insurance companies require a referral for you to receive reimbursement. Please check with your insurance provider to confirm their requirements.
What should I bring to my appointment?
Please bring your insurance information, and any doctor's notes/previous MRI/imaging reports (optional).
What should I wear for my appointment?
Please wear a face mask, athletic/comfortable clothing, preferably shorts, t-shirt, and a sports bra depending on the area(s) being treated.
What should I expect in my first appointment?
You will receive an initial consultation with the physiotherapist as well as treatment. You will also receive a patient intake form and a COVID questionnaire before your appointment, please fill them out before every appointment.
How long does a session last?
A session can last anywhere from 15 minutes for a check-up to 60 minutes, depending on the service and the physiotherapist's recommendations.
What is your cancellation policy?
We have a 48 hour cancellation policy, meaning appointments must be cancelled/rescheduled with at least a 48 hour notice.
Insurance & Coverage
Understanding your insurance coverage and billing options
Are your services covered by extended health plans?
Physiotherapy, acupuncture, orthotics, and braces are covered under most extended health plans. Please contact your health plan provider for detailed information specific to your coverage.
Do you provide direct billing?
We provide direct billing to the following insurance providers: Pacific Blue Cross, Medavie Blue Cross, Canada Life, Sunlife, Manulife, Green Shield Canada, Equitable Life of Canada, and other insurance providers under the E-Telus provider net.
Do you accept ICBC claims?
Yes, please bring your claim number, a form from ICBC, and your adjuster's contact information.
Do you offer MSP rates?
If you are eligible for MSP supplementary benefits, the MSP plan can cover $23 per visit for a total of 10 visits per calendar year (January 1st to December 31st). Please check your MSP eligibility before your appointment.
How much coverage do I have?
Please check with your insurance provider, we do not have this information.
What if my insurance doesn't cover everything?
For amounts not covered by insurance, we accept cash, credit cards, and e-transfer. We can also provide detailed receipts for manual submission to your insurance provider if direct billing isn't available.
Treatments & Services
Learn about our treatment approach and service options
How many treatments will I need?
This is dependent on the condition and the physiotherapist's recommendations.
Do you offer virtual treatments?
Yes, we offer virtual treatments.
What conditions do you treat?
We treat a wide range of conditions including:
- • Sports injuries and acute injuries
- • Back and neck pain
- • Joint pain and arthritis
- • Work-related injuries
- • Motor vehicle accident injuries
- • Pelvic floor dysfunction
- • Post-surgical rehabilitation
- • Chronic pain conditions
Do you provide home exercise programs?
Yes, home exercise programs are an important part of most treatment plans. Your physiotherapist will provide you with customized exercises to perform at home, complete with written instructions and demonstrations to ensure proper technique and maximize your recovery.
What's the difference between physiotherapy and massage therapy?
Physiotherapy focuses on movement rehabilitation, exercise therapy, and functional improvement through assessment, diagnosis, and treatment. While massage may be used as part of physiotherapy treatment, physiotherapists also provide exercise prescription, movement re-education, and injury prevention strategies.
Can I continue my regular exercise routine during treatment?
This depends on your condition and treatment plan. Your physiotherapist will assess your current activities and provide guidance on what exercises are safe to continue, which should be modified, and which should be temporarily avoided during your recovery.
General Information
Additional information about our clinic and services
Where are you located?
We're conveniently located at Unit 206 - 111 W Broadway, Vancouver, BC V6J 1Y6. We're easily accessible by public transit and offer street parking options nearby.
Do you have parking available?
Street parking is available on Broadway and surrounding streets. We recommend checking parking restrictions and time limits. Public transit is also very convenient, with several bus routes stopping nearby.
Do you speak languages other than English?
Yes, our founder Lily Wu is fluent in English, Cantonese, and Mandarin. We strive to provide care in the language you're most comfortable with. Please let us know your language preference when booking your appointment.
What safety measures do you have in place?
We maintain high standards of cleanliness and safety. All equipment is sanitized between patients, and we follow current public health guidelines. If you're feeling unwell, please reschedule your appointment to protect other patients and staff.
Still Have Questions?
Can't find the answer you're looking for? Our friendly team is here to help. Reach out to us and we'll get back to you quickly.