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FAQ

Below is a list of Frequently Asked Questions (FAQ) by our clients. If you don’t find the answer to your question, please do not hesitate to contact us by phone or email and we would be happy to provide you with more information.

See the Gift certificates frequently asked questions here. 

General

  1. Why should I choose Physiomobility?

    We have an excellent reputation for being a result-driven practice and have grown substantially over the past few years mainly through word of mouth and patients referrals. Providing high-quality care is the core of our practice. Our therapists are highly trained in their respective professions and are committed to staying current and providing evidence-based practice.
    We don’t stop at treating your pain symptoms and focus is determining and treating the underlying cause of your condition. We treat your condition and teach you how to manage it and prevent it from worsening.

  2. Do you have free parking?

    Ample free parking is available in all of our locations.

COVID-19 Health & Safety

  1. Do I have to book an appointment?

    Treatments are only available with an appointment by phone and e.mail

  2. Why am I on a waiting list?

    To maintain physical distancing and ensure the safety of our clients and our team, we are working at a reduced capacity. We can always provide remote or online treatment with no waitlist.

  3. Is the cancellation policy in effect?

    24-hour cancellation policy is in effect. We may be able to change your in-person appointment to a virtual appointment.

    There is no cancellation fee for clients who cancel due to experiencing COVID like symptoms or have been potentially exposed to a positive case. We would require proof of a negative test and would request that you refrain from booking an in-person visit until you are symptom free for at least 48 hours. Your physiotherapy, chiropractic, or psychotherapy appointments can be changed to virtual.

  4. What if I do not feel comfortable coming to the clinic?

    We continue to provide on-line /virtual treatments.

  5. Can I change my appointment to an online session?

    That is a possibility. We may not be able to switch the appointment for the same day and time. The 24-hour cancellation will be in effect if we can not switch you to a virtual session for the same time and date.

  6. Can I combine my in-person treatments with virtual sessions?

    You and your therapist will decide if you are a good candidate for a hybrid treatment plan when you can combine in-person visits with virtual sessions.

  7. What will Physiomobility do if someone (client or team member) tests positive for COVID-19?

    We have a detailed procedure for suspected or confirmed cases based on the guidelines by local public health authorities and the College of Physiotherapists of Ontario.

Virtual Physiotherapy

  1. How does virtual physiotherapy work?
    • Book your appointment by calling us or book online
    • Tell us about your condition
    • We connect you with a therapist with expertise in treating your condition to arrange for a time that works best for you
    • Once your appointment is confirmed, you will receive instructions as how to complete your registration & receive your treatment
    • Easily pay for your treatment sessions online using a credit card
    • You will receive an invoice to submit to your insurance provider
    • If your insurance provider approves virtual visits and allows direct billing, you will only be responsible for the unpaid portion of the treatment fee.
  2. What equipment do I need for a virtual physiotherapy visit?

    For a in-person therapy session, you will need:

    • A computer or mobile device with an integrated camera and microphone.
    • Also, you need reliable internet connection that allows you to stream video.
  3. What Conditions can I receive treatment for via Virtual physiotherapy?

    Tele rehabilitation is currently being used by physiotherapists to manage a variety of conditions including:

    • Chronic pain
    • Arthritis
    • Neurological disorders
    • Vestibular disorders
    • Pelvic floor dysfunction
  4. Will my insurer cover virtual physiotherapy provided by my physiotherapist?

    ​Many insurance carriers offer some sort of coverage for online treatments provided by physiotherapists. However, you should always call your insurance company and verify what your individual policy covers.

OHIP, Insurance & Payment Options

  1. Are your services covered by OHIP?

    Rehabilitation programs after knee, hip, and shoulder replacement may be funded by the hospital(s) that the procedure has or will be performed in. Call our office for more information.

    WE NEED A REFERRAL FROM YOUR PHYSICIAN OR SURGEON for OHIP covered rehabilitation program after knee, hip and shoulder replacement operations. If you are not directly referred to our program and would like to receive your post operation rehabilitation in our clinic, you could request a referral from the hospital or we can request an approval on your behalf prior to your operation date. Contact our administration team for more information.

  2. I do not have a referral from hospital, can I still receive treatment in your clinic after my hip or knee surgery?

    Yes, The access to timely rehabilitation before (Prehab) and after the surgery is important to us. Our Hip & Knee Rehabilitation Program fee schedule is designed to make it affordable for clients with no insurance or hospital funding. The program fee can be covered by insurance payers. Call our office for more information.

  3. Are your services covered by insurance?

    Most extended health insurance plans cover the cost of the services at Physiomobility. Payment is required at the end of each session. You will be provided with a receipt detailing the type of service you received, applicable fees and provider’s registration number to submit to your insurance provider for reimbursement. If your plan qualifies for direct billing, we will happily submit the claims on your behalf. You will only be responsible for the unpaid balance.

  4. Can you directly bill my insurance provider?

    Registered Physiotherapy, Registered Massage Therapy, Chiropractic care, Acupuncture, bracing, and orthotics are generally covered by most extended health insurance policies. We recommend that you call your insurance provider to determine the extent of your coverage.

    Physiomobility is an approved provider for direct billing for a growing list of insurance providers. Great-West-Life, Sunlife, Manulife, Desjardins, Johnson are just to name a few. We can assist you to inquire and see if your insurance plan approves direct online billing for you.

    If you are being treated for injuries sustained in a car accident or a work-related injury and your claim has been approved we do not require payment directly from you. After your initial assessment, we will submit the appropriate proposed treatment plan to your insurance company and upon approval of the plan, we can bill your insurance company or WSIB directly.

  5. What are the payment options?

    We accept VISA, MasterCard, Interact debit, American Express, and cash payments. Payment is required at the end of each session.
    If you do not have health insurance coverage, we recommend that you save your receipt for income tax purposes.

First Visit & Referrals 

  1. Do I need a doctor’s referral?

    To see physiotherapists, massage therapists, and chiropractors in Physiomobility, you do not require a doctor’s referral. However, some insurance companies require that you submit a Doctor’s referral with your claim form.

    For Orthotics and orthopedic footwear, a requisition by a chiropodist or physician is usually required. Our Chiropodist will complete such referral as part of your Orthotic assessment which is sufficient by most insurance providers; however, some insurance providers only accept physician notes. We recommend that you clarify the requirements with your insurance provider.

    For Compression stocking and braces, requisition by a physician is usually required.

    WE NEED A REFERRAL FROM YOUR PHYSICIAN OR SURGEON for OHIP covered physiotherapy after KNEE, HIP, and SHOULDER REPLACEMENT operations. If you are not directly referred to our program and would like to receive your post operation rehabilitation in our clinic, you could request a referral from the hospital or we can request an approval on your behalf prior to your operation date. Contact our administration team for more information.

  2. What should I bring to my first visit?

    On the first visit bring:

    • Your referral from your doctor (if you have been given one).
    • Your insurance information (Policy and ID number). Our friendly office staff will be happy to help you find out your insurance coverage details.
    • If you have been in a car accident, bring your insurance company’s name, claim number, policy number, adjuster’s name, and telephone number
    • If you had a work-related injury, bring your WSIB claim number and adjuster’s name and telephone number.

    Our friendly office staff will be happy to help you find out about your insurance coverage or status of your claim for WSIB & MVA.

  3. I was referred to another clinic by my doctor, can I still come to Physiomobility?

    Your family doctor will be happy knowing that you are receiving quality care. You have the right to choose the facility/practitioner that you feel the most comfortable with and that suits you best. We will send a report detailing your assessment and our treatment plan to your doctor. If requested, we will also send progress notes and discharge reports to your physician.

  4. What should I expect on my first visit?

    On your first visit, we will need you to fill out some paperwork which will take about 10 minutes to complete. Please arrive 10 minutes early for this process.
    Alternatively, you can download these forms from our website from the patient forms section and complete them before you arrive.
    Your therapist will complete the initial assessment which includes questions about your condition and physical examination.

    A treatment plan will be discussed with you and with your consent, treatment will usually start at the same session. Your therapist will answer all questions or concerns you may have regarding your condition and/or treatment.

  5. How long will each session last?

    The initial visit with a physiotherapist or chiropractor including the treatment will last approximately 60 minutes. Depending on your condition, the type of service you are receiving, and what is recommended in your treatment plan, your follow up sessions maybe 45 minutes to 1 hour which includes one on one treatment sessions with your therapist and supervised exercises with our Kinesiologist.

  6. How many visits will I need?

    Depending on the severity of symptoms, past medical history, and how compliant you are with your treatment sessions and home program, you may need only a few visits or you may need weeks or months of care. At the completion of your first visit, your therapist will be able to better determine the number and frequency of visits needed. At follow up treatment appointments you will be re-evaluated frequently by your therapist to closely monitor your progress and adjust your treatment plan as required.

  7. Is my therapist licensed?

    All of the therapists at Physiomobility are registered with their respective regulating bodies in order to practice in Ontario. Additionally, Physiomobility requires that all of our therapists stay up to date with professional development courses and activities.

  8. I don’t have pain; can I still see a therapist?

    At Physiomobility, our focus is on optimizing your overall health. We believe that flexibility, muscle strength, good postural alignment, balance & coordination are the core of injury prevention.
    Planning on starting a new sport or activity? Our physiotherapists, chiropractors, kinesiologists, and massage therapists can assist you to reach your goals.

    Also, after completion of a treatment program, you can maintain the results of your hard work by joining our exercise programs and receiving massage treatments. Weight management is another area of our services that may benefit you.

  9. How should I dress?

    We recommend that you wear loose comfortable clothing such as tank top and short for your assessment and follow up visits. You can always bring a change of clothes for your session. Hospital style gowns are available.

    Please note that the exercise portion of the treatment program is carried out in our open gym area.

Cancellation Policy

  1. What is your cancellation and no show policy?

    Please click here to see our Office and Payment Policy.

  2. What is your privacy policy?

    At Physiomobility, protecting your privacy is important to us.
    Please click here to see our Privacy Policy.

Vestibular/Dizziness/Concussion

  1. What do I need to do before a vestibular assessment?

    Assessment

    A complete vestibular, or dizzy, assessment will take 45-60 minutes. The assessment includes a series of eye-head movements and some positioning maneuvers. You may feel dizzy or nauseated for some time after the appointment. It is recommended that you arrange for someone to drive you home following your appointment.

    Certain medications may change the finding of the examination. Medication prescribed for dizziness should not be taken. A patient is encouraged to follow the provided instructions that basically prohibit any medication other than life-sustaining medication. If a patient is still in doubt, they should contact the prescribing doctor.

    We ask that you do not take any nonessential medications for a period of 48 hours before your appointment time and that you avoid the following:

    • Anti-dizzy pills
    • Sleeping pills
    • Tranquilizers
    • Antihistamines
    • Narcotics
    • Over the counter cold or allergy medication
    • Medications which contain any of the above
    • Alcoholic beverages

    Also

    • Do not eat or drink anything for a period of three hours before the time of the test
    • Do not drink any caffeinated beverages on the day of the test
    • Do not use any tobacco products on the day of the test
    • Do not wear eye make-up on the day of the test.

    Do not discontinue medications for blood pressure control, cardiac or circulatory problems, diabetes, or other medications for similar medical disorders.

    Be sure to inform your therapist if you have had any neck pain, severe neck arthritis, a heart condition, or any recent surgery.

    After the exam and once a diagnosis has been determined, there may be multiple treatment options available. If it is determined that you will benefit from vestibular physiotherapy, a treatment plan will be discussed with you. You may be referred for more testing or a specialist. Vestibular physiotherapy has been proven effective for most inner ear-related dizziness and balance disorders.

Pelvic Health/Women’s Health

  1. What to expect from my Pelvic physiotherapy assessment on my first visit & how to prepare for it?

    In a private treatment room, your pelvic health physiotherapist will take a detailed medical history to understand your bladder, bowel, and sexual function. This will include questions regarding your symptoms, health history, activity limitations, and goals. A physical examination follows to assess your posture, strength, tissue health, and any scars in your abdomen and pelvis. With your consent, your pelvic health physiotherapist is specially trained to perform an internal vaginal or anal assessment of the pelvic floor muscles. Gentle palpation, without the use of instruments, will help you and your therapist discover areas of scar tissue, tenderness, tension or weakness.

    An internal assessment is not mandatory. Your therapist can assess and treat externally; however, an internal assessment will provide additional information and feedback to you for the rehabilitation of deeper pelvic floor muscles. This does not have to take place in the first visit and will proceed only at your comfort level.

    Some common questions are listed below:

    Can I come in for my appointment if I am on my period? 
    Yes, being on your period does not change the assessment/treatment at all

    If I am coming in for a prenatal consult, when can I start?
    Our pelvic floor physiotherapist will begin to see pre-natal clients as early as 12 weeks into their pregnancy

    If I am coming in for a postpartum appointment, how soon can I come in?
    Please wait until after you have had your 6 weeks follow up with your midwife or OB and they have cleared you for an internal assessment and/or resuming intercourse

    If I have been told by my doctor I cannot have intercourse, can I still have an internal assessment?
    No, if you have been told you cannot have intercourse, an internal exam is also contraindicated. You are still able to come in for a pelvic floor assessment and the therapist will assess without the internal exam.

    How many appointments will I need? 
    Every patient is different and the number of visits can be variable. Once you have had your assessment your therapist will put together a treatment plan and be able to provide you with an estimate of the number of follow up appointments.

  2. How to prepare for my pelvic floor assessment?

    A pelvic floor assessment will take 45-60mins. Arrive a few minutes early to complete the appropriate paperwork.

    Your assessment will begin with your therapist taking a medical and pelvic floor history from you. Once the history is complete she will explain the internal vaginal and/or rectal exam with you and what you may expect to feel. If you are coming in with vulvodynia or vaginismus where you experience significant pain with any penetration, your initial assessment may not include an internal exam. The pelvic floor exam should NOT be painful.

    After your complete assessment, the therapist will be able to provide you with a diagnosis and a treatment plan suggesting ongoing physiotherapy, exercises as well as education as needed.

    Patients may feel a bit anxious prior to their appointment due to the nature of the assessment. Our pelvic floor therapist is well trained and sensitive to the intimate and personal issues that come with pelvic floor dysfunction.

    How do I prepare for an internal assessment?
    Women can prepare by removing any temporary vaginal devices (e.g. pessaries), tampons, or a menstrual cup prior to the visit. You will be provided a gown for appropriate draping and comfort.

    How many appointments will I need? 
    Every patient is different and the number of visits can be variable. Once you have had your assessment your therapist will put together a treatment plan and be able to provide you with an estimate of the number of follow up appointments.

 

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