Frequently Asked Questions

What does my first visit involve?

Please plan to be in the office a few minutes early for paperwork. Bring copies of test results or any other paperwork (e.g., if you have a doctor’s referral, please bring it). You will be asked to fill out paperwork that addresses consent to treatment and fees. You will have the chance to review our privacy policy.

You will meet the physiotherapist who will do a comprehensive assessment of your condition, which includes your health history and a physical examination. You will review your treatment goals. Often, we ask clients to walk in the clinic area while we observe and analyse their gait. If you are uncomfortable in the gym or treatment area, please let the physiotherapist know.

The first visit includes assessment and the start of treatment. Typically, you will be here 45–60 minutes but time will vary. For complex cases with long histories, assessment may need to continue into future sessions.

What should I bring?

Please bring or wear comfortable clothing that you can exercise in. A changeroom is available. You will be asked to change into a tank top for neck and shoulder pain and loose capris or shorts for low back pain and hip, knee and ankle problems. If you forget or do not have the right clothing, we have clean items for you to borrow. You may be asked to walk or do some exercises in the open area, but specific treatment can be done in an enclosed area.


If you have an upcoming Nordic Waling/ Urban Poling session, wear comfortable clothing and footwear appropriate for the weather (e.g. running shoes in warmer weather). Consider bringing a water bottle, especially on warm days. Wear sunscreen, sunglasses, and/or a hat. Additionally, bring a cell phone with the clinic phone number saved to your contacts. Poles are provided for the lesson or you can bring your own.

What happens when I have more than one body area that needs treatment?

A significant problem area such as localized pain or injury requires a comprehensive assessment and treatment plan, and we then assess and treat one area at a time. If there are distinctly separate areas (e.g., a shoulder and a knee), choose which area you would like to begin with. The second area will require a future assessment and treatment. Some areas are related and are treated together (e.g., shoulder pain may be pain radiating from the neck). If you require time, assessment and treatment on more than one area specifically, then they will be considered as separate areas.

What if I have an overall problem such as osteoporosis or chronic pain that affects more than one specific area?

Your physiotherapist can review this with you. If you are coming for chronic pain or for an exercise program such as for posture or osteoporosis, let the front desk team and your physiotherapist know.

Do I need to be referred by a medical doctor?

No. Physiotherapists are self-regulated professionals. We work closely and communicate with family doctors, sports medicine doctors, surgeons and specialists. If we are concerned about your condition, we will advise you to see your medical doctor, and if needed we will communicate with your doctor.

Who will provide my treatment?

Assessment and treatment is by a registered physiotherapist only. You will not be treated by assistants.

Can you order x-rays or MRIs?

No, we cannot order diagnostic imaging.

Will my visit be covered by insurance or by OHIP?

Assessment and treatment by a physiotherapist is included in most health benefits. You need to check your own insurance policy, as policies vary. You may need a referral from a medical doctor for insurance purposes. We are not covered by OHIP.

What kinds of conditions do you treat?

We treat a wide range of conditions, from sports injuries, like sprains, to chronic conditions, like arthritis.

Can you bill my insurance directly?

We can bill directly for motor vehicle accident clients and for a few third-party payers such as Veterans Affairs Canada. If we are not billing directly for you, payment is required the day of treatment.

I have been in a collision with a car (motor vehicle accident or MVA). What do I do?

Be sure to seek medical care from a physician if needed. We are licensed with the Financial Services Commission of Ontario (FSCO) to provide treatment for MVA injuries. Early treatment intervention is recommended since this is well-established to help prevent chronic injuries.

Contact your insurance company and note down the name of your adjustor. When calling for your initial physiotherapy appointment, you will be asked for the name of your insurance company, adjustor and claim number. We will also ask you if you have any extended health benefits. By law, these must be accessed first.

We will assist you with the forms and paperwork. We will submit the forms required for treatment at our facility (i.e., OCF-5, OCF-23 or OCF-18).

For more information, please visit FSCO.

Do you see injured workers and/or WSIB clients?

We do not bill WSIB, which means we cannot fill out their forms or comply with requests for clinical records. We suggest you attend a clinic which will bill WSIB.

Will you fill out forms that are required for work, school or camp?

Yes. There may be fees which vary according to the complexity of the form. Typically, fees are $10–$40.

How do I book an appointment?

Please call the clinic at 613-237-3750. If we are unable to answer the phone, we make every effort to return your call as soon as possible. Please say your phone number twice slowly and clearly.

What is your cancellation policy?

Twenty-four hours’ notice is required to cancel an appointment and avoid cancellation fees. The cancellation fee is $25. The no-show fee is $35. If an assessment session is cancelled with less than 24 hours’ notice, a deposit of $45 is required when booking another assessment. This will become the cancellation fee if another assessment is cancelled with less than 24 business hours notice.