Frequently Asked Questions
Appointments and Booking
Q: How can I book an appointment?
A: Appointments can be booked by phoning or emailing the clinic directly. Our administrative team will be happy to help you find a convenient time and answer any questions about your visit.
Q: Can I reschedule or cancel my appointment online?
A: At this time, appointments cannot be changed through the online Jane portal. Please call or email the clinic if you need to reschedule or cancel your appointment.
Q: Do I need a doctor’s referral to see a physiotherapist?
A: No, a doctor’s referral is not required to see a physiotherapist in Ontario. However, some extended health insurance plans may require one for reimbursement—please confirm with your insurer.
Q: What is your cancellation policy?
A: We require at least 24 hours’ notice to cancel or reschedule an appointment. Please call or email the clinic directly to make changes. Missed appointments or late cancellations may be subject to a fee.
Billing and Insurance
Q: Does your clinic offer direct billing to insurance companies?
A: Yes! We offer direct billing to most major extended health insurance providers through our Jane system. Please bring your insurance card or policy information to your first appointment so we can set up direct billing.
If your plan does not allow direct billing, you’ll receive a detailed receipt through Jane that you can submit to your insurer for reimbursement.
Q: Can you direct bill multiple insurance plans?
A: In some cases, yes. Jane supports coordination of benefits if your insurance providers allow it. Please bring details for all applicable plans, and our team will confirm your options.
Q: What forms of payment do you accept?
A: We accept credit cards, debit, and e-transfers. Payment can be completed securely through Jane or in person at the clinic.
OHIP-funded Physiotherapy
Q: Do you offer OHIP-funded physiotherapy?
A: Yes, our clinic provides OHIP-funded physiotherapy for eligible patients. OHIP coverage is available only to certain groups, as outlined by the Ontario Ministry of Health.
Q: Who is eligible for OHIP-funded physiotherapy?
A: You may qualify for OHIP-covered physiotherapy if you meet any of the following criteria:
You are 65 years or older or under 19 years of age; or
You were recently discharged from hospital following an inpatient stay; or
You receive benefits under the Ontario Disability Support Program (ODSP) or Ontario Works (OW).
A valid Ontario Health Card is required for OHIP-funded treatment.
Q: Is there a waitlist for OHIP-funded physiotherapy?
A: Yes, our clinic receives a finite number of cases for OHIP-funded physiotherapy each year and due to a high demand for care and limited healthcare providers, we have an extensive waitlist (several months long at present).
If you require physiotherapy and/or registered massage therapy as soon as possible and have extended health care benefits, we encourage you to use these funds first, so that access to OHIP-funded physiotherapy is as equitable as possible for all those eligible.
Other Questions
Q: What should I bring to my first appointment?
A: Please bring:
Your Ontario Health Card (if seeking OHIP-funded physiotherapy)
Insurance information (if using direct billing)
Comfortable clothing that allows for movement assessment and treatment
Any relevant medical reports, imaging, or referral notes
Q: Do you offer in-home physiotherapy or virtual physiotherapy?
A: Not at this time. All physiotherapy sessions are provided in-clinic only due to limited healthcare providers and other resources.
Q: Do you offer fitness classes or exercise groups?
A: Not at this time. In the future, we hope to reintroduce fitness classes and/or exercise groups pending availability of healthcare providers and other resources.