Frequently Asked Questions

First time visiting 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, or North Vancouver), and we’ll be happy to help!

What to Expect in 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, photo ID, any doctor referral or medical report you may have, extended benefits card, 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, date of injury, 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.

Click here and select the service you will be receiving for more information on what to expect.
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What should I wear to my first appointment?

If you’re coming in for massage therapy, counselling, acupuncture, or naturopathy, no special attire is required. If you’re coming in for a physiotherapy, chiropractic, or a 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 is covered?

If you have been involved in an accident on or after April 1, 2019, ICBC will automatically approve you for the following services with an end date of 12 weeks after the accident:

  • 25 physiotherapy sessions
  • 25 chiropractic sessions
  • 12 massage therapy sessions
  • 12 active rehab sessions
  • 12 clinical counselling sessions
  • 12 acupuncture sessions

Please note, that this automatic approval does not apply if you have sought treatment elsewhere, and are switching to Total Therapy. In this case, Total Therapy will be required to seek approval from ICBC prior to starting treatment with us. Additionally, ICBC will not approve treatment that was not sought in the first 12 weeks post-injury. For example, if you begin massage therapy and physiotherapy within the first 12 weeks, but not chiropractic, ICBC will not fund chiropractic treatment after this date. Therefore, it is advised that you should seek treatment with each discipline that you anticipate needing during your recovery within the first 12 weeks post-injury. Please ask your therapist for recommendations if you are unsure which other services may be beneficial.

What’s required from ICBC patients?

  • Legal First and Last Name
  • D.O.B
  • Claim Number
  • Personal Health Number* (optional, but can cause delays with ICBC)
  • Current Working Status
  • GP referral* (for claims prior to April 1st 2019)

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I have an ICBC claim. What does that give me for physiotherapy?

Patients are pre-approved for 25 physiotherapy sessions – Only applicable for accidents occurring on or after April 1st, 2019. 12 weeks after the date of injury is the end date of pre-authorized treatments.

*For claims prior to April 1st 2019 – please send us your recent GP referral. We will contact ICBC on your behalf and confirm your current claims coverage with ICBC.  

No User Fees

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

Patients are pre-approved for 12 Registered Massage Therapy sessions – Only applicable for accidents occurring on April 1st or onward. 12 weeks after the date of injury is the end date of pre-authorized treatments.

*For claims prior to April 1st 2019 – please send us your recent GP referral. We will contact ICBC on your behalf and confirm your current claims coverage with ICBC.

User Fees:

  • Initial Assessment (60 min) – $0
  • Subsequent Treatment (60 min) – $40.00 (+GST)
  • Subsequent Treatment (45 min) – $20.00 (+GST)
  • Subsequent Treatment (30 min) – $0

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

Patients are pre-approved for 25 chiropractic sessions – Only applicable for accidents occurring on April 1st or onward. 12 weeks after the date of injury is the end date of pre-authorized treatments.  

*For claims prior to April 1st 2019 – please send us your recent GP referral. We will contact ICBC on your behalf and confirm your current claims coverage with ICBC.  

User Fees:

  • Initial Assessment (60 min) – $0
  • Subsequent Treatment (20 min) – $20.00 (+GST)
  • Extended Treatment (40 min) – $50.00 (+GST)

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

If your motor vehicle accident occurred on or after April 1, 2019, you are automatically approved for 12 Active Rehab sessions for the first 12 week after your accident. Should you need additional treatment after this period, your kinesiologist will request an extension from ICBC. To get started, book an initial Active Rehab assessment with a kinesiologist. Once completed, your kinesiologist will book your subsequent visits.

*For claims prior to April 1st 2019 – please send us your recent GP referral for Active Rehab. We will contact ICBC on your behalf and confirm your current claims coverage with ICBC.  

As of April 1, 2019, Total Therapy no longer charges a user fee for Active Rehab appointments. 
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WorkSafe BC Related Questions

For a WorkSafe BC injury, what’s covered?

At Total Therapy, we provide physiotherapy services to WorkSafe BC clients. Under an active and approved WSBC claim, your appointments are fully covered as per WSBC guidelines. If you are a WSBC claimant, please let the front desk know when you are booking your first appointment. We’ll verify your claim status with your claim number and Personal Health Number (CareCard). For further information on claim coverage please contact your WSBC case manager.
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What if my WSBC injury isn’t new?

WSBC requires pre-approval of any claims that are outside 60 days of your injury date. If you are past the 60 day timeline, we will obtain all your required claim information and place a call to your WSBC case manager to confirm approval. We will contact you to book your assessment once approval is received. Please note, you cannot be treated as WSBC until we receive confirmation of approval from WSBC.
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What if my WSBC claim is pending?

We will check your claim status before you begin treatment with us. If your claim is pending, we will inform you right away. WSBC will always cover an initial assessment (first appointment) for a claim within 60 days of injury, but you will be charged the regular private rate ($80) for any subsequent appointments while your claim is pending. If WSBC approves your claim, we will refund you in full. If WSBC denies treatment, we will change your appointments to private, process the credit and issue you new private receipts you can submit to a 3rd party insurer – if you have one. Please ensure to follow up with your Case Manager if your claim is pending as WSBC may need to speak to you before approving treatment costs.
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MSP Premium Assistance Questions

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 Full Name, CareCard number and date of birth, our front desk staff can check 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 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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Additional Questions

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-accessible?

Yes. All of our facilities are fully wheelchair-accessible. If you require any additional assistance, just let our front desk staff know, and we’ll be more than happy to assist.

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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. Click below on the location you will be visiting for a detailed map showing parking locations.

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 Jinya, and follow the signs for Total Therapy Parking.

For North Vancouver, turn north on Lloyd Avenue, and take your next left. You can park in the covered parking for free.

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I don’t drive. How can I get to your facilities?

To access ourNorth 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  www.translink.ca.

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How late are the clinics open?
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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