Frequently Asked Questions

First time to Total Therapy? Have a question? We’ve compiled a list of the most frequently asked questions below. Still not sure? Feel free to call any one of our three locations (North Burnaby, Metrotown, and North Vancouver), and we’ll be happy to help!

What to Expect on your First Appointment

ICBC Related Questions

WorkSafe BC Related Questions

MSP Premium Assistance Questions

Additional Questions

What should I bring to my first appointment?

For your first appointment, please bring your CareCard, any doctor referral or medical report you may have, and your preferred method of payment (we accept Visa, MasterCard, debit, cheque, and cash). If you are coming in for physiotherapy, chiropractic, or kinesiology, please also bring an appropriate change of clothes (e.g. shorts or a tank top) and running shoes. If you have a WorkSafe BC or ICBC claim, please also bring your claim number and adjuster/case manager contact information.
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What can I expect during my first appointment?

When you first arrive, you’ll be asked to fill out our New Client intake forms. Once you’ve completed the forms, your therapist will greet you and take you to the treatment area. Your therapist will ask you a few questions about your health status, the nature of your injury (if applicable), and perform objective testing as needed. This process is vital to gain a complete, comprehensive picture of your health to ensure that any treatment provided is safe and effective. This is as true for clients coming in for a relaxation massage as it is for clients who are coming in for post-surgical physiotherapy.

Once the assessment is complete, your therapist will discuss with you a treatment plan for the day. You’re an important part of this process, so please feel free to ask questions if there’s anything you’re not sure of. Your therapist will keep an open dialogue with you throughout the session to ensure you remain comfortable. After your session, your therapist will provide you home care instructions which may include ice, heat, gentle exercise, etc., and a timeline for a follow-up visit where appropriate.
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What should I wear to my first appointment?

If you’re coming in for massage therapy or naturopathy, no special attire is required. If you’re coming in for a physiotherapy, chiropractic, or kinesiology appointment, make sure you wear comfortable clothing that can be moved to expose the area of the body being treated. For example, if you’re coming in for a knee or ankle injury, wear shorts. If you’re being treated for a shoulder injury, a tank top is appropriate attire. Make sure to wear appropriate footwear (e.g. running shoes) if you’re going to be working in the gym. If you’re unsure, feel free to give us a call – our front desk staff are more than happy to answer any of your questions.
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I have an ICBC claim. What coverage does that give me for physiotherapy?

In general, ICBC covers a portion of your physiotherapy fees. Under an active ICBC claim, you would be responsible for paying $35 per visit, with ICBC paying the rest. When booking your first appointment, please make sure you let the front know and provide them with your claim information (claim number and adjuster name/phone number). We’ll check to see if you have coverage for physiotherapy. If we’re unable to get in touch with your adjuster prior to your appointment, you will be charged the regular private rate ($65). Part of the $65 fee will be held as a credit on your account. Once you have been approved by ICBC for physiotherapy, we’ll refund you the credit you’ve accumulated.

If you have been involved in an accident on or after July 22, 2013, ICBC will automatically approve you for one of the following services:

  • 20 physiotherapy sessions
  • 12 chiropractic session
  • 12 massage therapy sessions

Please note, that this automatic approval does not apply if you have sought treatment elsewhere, and are switching to Total Therapy. It also does not apply in the event that you have started treatment with one type of therapy, and are switching or adding another. For example, if you first see a physiotherapist, your physiotherapy sessions will be covered, but if you later also see a massage therapist, you will need to seek approval for that additional therapy.

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I have an ICBC claim. What does that mean for massage therapy?

ICBC will pay $23 per massage therapy visit, up to a maximum that is determined by the adjuster and your physician. Every case is different, so please check with your adjuster for more details on coverage. Total Therapy does not bill ICBC for massage therapy treatments. For your visit, you will pay the private fee (e.g. $93), and submit your receipt from Total Therapy to your adjuster for reimbursement.

If you have been involved in an accident on or after July 22, 2013, ICBC will automatically approve you for one of the following services:

  • 20 physiotherapy sessions
  • 12 chiropractic session
  • 12 massage therapy sessions

Please note, that this automatic approval does not apply if you have sought treatment elsewhere, and are switching to Total Therapy. It also does not apply in the event that you have started treatment with one type of therapy, and are switching or adding another. For example, if you first see a massage therapist, your massage therapy sessions will be covered, but if you later also see a physiotherapist, you will need to seek approval for that additional therapy.

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I have an ICBC claim. What coverage does that give me for chiropractic care?

Just like with physiotherapy, ICBC covers a portion of your chiropractic fees. Under an active ICBC claim, you would be responsible for paying $62 for your initial visit and $48 for subsequent visits, with ICBC paying the rest. When booking your first appointment, please make sure you let the front know and provide them with your claim information (claim number and adjuster name/phone number). We’ll check to see if you have coverage for chiropractic. If we’re unable to get in touch with your adjuster prior to your appointment, you will be charged the regular private rate for an initial appointment ($85). Part of the $85 fee will be held as a credit on your account. Once you have been approved by ICBC for chiropractic, we’ll refund you the credit you’ve accumulated.

If you have been involved in an accident on or after July 22, 2013, ICBC will automatically approve you for one of the following services:

  • 20 physiotherapy sessions
  • 12 chiropractic session
  • 12 massage therapy sessions

Please note, that this automatic approval does not apply if you have sought treatment elsewhere, and are switching to Total Therapy. It also does not apply in the event that you have started treatment with one type of therapy, and are switching or adding another. For example, if you first see a chiropractor, your chiropractic sessions will be covered, but if you later also see a massage therapist, you will need to seek approval for that additional therapy.

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For a WorkSafe BC injury, what’s covered?

At Total Therapy, we provide hydrotherapy and physiotherapy services to WorkSafe BC clients. Under an active WorkSafe claim, your appointments are fully covered up to a certain number of visits, and a certain date (e.g. 22 visits until May 3rd, 2013). If you are a WorkSafe BC claimant, please let the front know when you are booking your first appointment. We’ll verify your claim status with your claim number and Personal Health Number (CareCard). If we’re unable to get in touch with your WorkSafe case manager prior to your appointment, you will be charged the regular private rate ($65). That fee will be held as a credit on your account, and will be refunded to you in full once you’ve been approved by WorkSafe BC.
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What is Premium Assistance?

Premium Assistance is a special program run by the BC Ministry of Health for low-income individuals. Under Premium Assistance, individuals can receive partial coverage for services not normally covered under BC’s health plan.

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What services are covered?

Premium Assistance provides coverage for physiotherapy, massage therapy, naturopathic medicine, and chiropractic care. Under this program, you have 10 visits of any mix of the above services throughout a calendar year. For example, you could have 5 massage visits and 5 physiotherapy visits in one year.

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How do I know whether or not I have coverage?

If you’re not sure whether or not you are eligible for Premium Assistance coverage, feel free to drop by or give us a call. With your CareCard number, our friendly front desk staff can call on your behalf to confirm coverage.

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How do I use my Premium Assistance benefits?

If you have Premium Assistance coverage, simply bring in your CareCard to your appointment and our friendly front desk staff can bill a portion of your appointment fee directly through your CareCard to the Ministry of Health on your behalf, leaving you to pay only the patient user fee associated with your physiotherapy, massage therapy, chiropractic, or naturopath appointment.

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How much does therapy cost at the clinic?

The fee for a visit depends on the nature of the service and whether or not you have ICBC, WorkSafe BC, or Premium Assistance coverage. The full fee schedule for each service is listed on the service subpage (e.g. physiotherapy fees are listed under the physiotherapy page).
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Do I need a doctor’s note to attend treatment?

In most cases, we don’t need a doctor’s note for you to see a therapist here at Total Therapy. However, if you’re coming in for an ICBC or WorkSafe BC claim, you will need a doctor’s referral for that service. Some extended health plans may also require a doctor’s note in order to reimburse you for your expenses. Because every plan and claim is unique, check with your insurance provider if you have any questions.
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Are your facilities wheelchair-friendly?

Yes. All of our facilities are fully wheelchair-accessible. If you require any additional assistance, just let our friendly front end staff know, and we’ll be more than happy to help.
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Where can I park?

All three of our facilities have on-site parking. Our North Burnaby, Metrotown, and North Vancouver locations have covered parking at the back of the building. To access the North Burnaby parking, turn down the driveway immediately adjacent to our facility, and park in any stall marked “Retail”. For Metrotown, turn down the driveway between the PharmaSave and Urban Café, and follow the signs for Total Therapy Parking. In North Vancouver, turn north on Lloyd, and take your next left. You can park in the covered parking at a rate of $1 per hour.
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I don’t drive. How can I get to your facilities?

To access our North Burnaby location, you can take the 129 to Gilmore at Dawson St, or the skytrain to Gilmore skytrain station. Our Metrotown location is a short walk from the Metrotown skytrain station, and the 144 bus stop. To get to our North Vancouver location, you can take the 240 bus from downtown Vancouver, or take the 28 bus from Burnaby to the Phibbs Exchange, and transfer to the 239. For more information or alternate routes, check out www.translink.ca.
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What time are you open until?

Both our Metrotown and North Burnaby locations are open 7 a.m. – 8 p.m., Monday to Friday, and 9 a.m. – 4 p.m. on Saturdays. Our North Vancouver location is open Monday to Friday from 8 a.m. – 8 p.m. If you have any questions or need to book an appointment after-hours, feel free to send us an email at info@totaltherapy.ca or call us at any of our three clinics, and we’ll get back to you the next business day.
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© Copyright 2012 Total Therapy Rehabilitation & Wellness Centres, Burnaby Physiotherapy
Burnaby BC Physiotherapists Serving Greater Vancouver | Site Map | Design by Andy Lai

To book an appointment, please call North Burnaby: 604-437-9355, Metrotown: 604.620.9700, or North Vancouver: 604.971.5212 during office hours for immediate assistance. Mon-Fri 7am-8pm; Sat 9am-4pm.

For after hours booking, please submit the form below and our office will contact you the next business day with the available time that best matches your request.

Please Note: Appointments will not be held unless we have received verbal confirmation from you. All appointments are reserved by phone on a first come first serve basis.

For Clinical Counselling appointments, please click here.

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