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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ICBC Related Questions

I have an ICBC claim. What is covered?

If you have been involved in a motor vehicle accident, you are automatically pre-approved by ICBC for these services in the 12 weeks following your accident date:

  • Up to 25 physiotherapy sessions

  • Up to 25 chiropractic sessions

  • Up to 12 massage therapy sessions

  • Up to 12 active rehab sessions

  • Up to 12 clinical counselling sessions

  • Up to 12 acupuncture sessions

Please note that automatic pre-approval does not apply if:

  • You have sought treatment elsewhere and are transferring your care to Total Therapy

  • Your accident date occurred more than 12 weeks ago

  • Your claim is potentially a WorksafeBC claim (i.e. you were working at the time of the accident)

*Hydrotherapy services and concussion care management available – please contact the clinic location of your choice for more information*

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What is the cost to me?

The following treatment options are fully covered by ICBC, within approval dates:

  • Initial and subsequent physiotherapy sessions

  • Initial chiropractic session

  • Initial 60 minute RMT session & 30 minute subsequent sessions

  • Initial and subsequent active rehab sessions

  • Initial and subsequent clinical counselling sessions

  • Initial and subsequent acupuncture sessions

See below for a complete list of patient user fees. Please note that user fees

are not reimbursable by ICBC.

 

Active Rehab

Initial

$0

Subsequent

$0

Acupuncture

Initial

$0

Subsequent

$0

Chiropractic

Initial

$0

Subsequent

$20

Clinical Counselling

Initial

$0

Subsequent

$0

Physiotherapy

Initial

$0

Subsequent

$0

Extended Subsequent

$30

Registered Massage Therapy

Initial (60 mins)

$0

Subsequent (60 mins)

$40+ GST

Subsequent (45 mins)

$20+ GST

Subsequent (30 mins)

$0

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Why do I have to pay a user fee?

There are a few services at Total Therapy that ICBC does not fully cover. If paying a user fee is not an option for you, please select one of the many services that do not have a user fee associated or reach out to your extended health care provider as per the next question.

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Can you bill my user fees to my extended health care provider?

Unfortunately, extended health care providers do not allow Total Therapy to submit invoices for ICBC-related treatments. We strongly encourage you to inquire with your insurer to determine if you are able to self-submit your user fee receipts for reimbursement prior to initiating treatment.

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Does ICBC cover late cancellation/no-show fees?

No, ICBC will not pay for any fees associated with late cancelled or missed appointments. These fees are the sole responsibility of the client and are not reimbursable by ICBC or your extended health care provider.

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How do I know what my session limit and end date are?

It is incredibly important that you are always aware of your session limit(s) and/or end date(s). For the initial approval following an accident, your session limits are as listed in question #1, and your end date is 12 weeks from the date of your accident (i.e. if your accident date was December 9, 2019, the end date for automatic approval would be March 2, 2020). In the event that a treatment extension is obtained, your new session limit and end date will be communicated to you by Total Therapy. In the event that you have forgotten or are unsure of your coverage information, please ensure that you inquire with our reception team or your therapist and they will be happy to provide you with that information. We do our best to keep our clients informed and are continually improving our systems to facilitate communication, but it is the ultimate responsibility of the patient to be aware of their coverage status.

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What if I reach my end date/session limit and my therapist(s) and I determine I need further treatment?

If you are approaching your pre-approved session limit or end date and you and your therapist determine that further treatment is required, an ICBC treatment extension can be requested by your therapist. We strongly encourage patients to obtain a GP referral for further treatment prior to requesting an extension to avoid any delays in obtaining approval from ICBC. Once the request is submitted, our administrative team will follow up with ICBC until a decision has been made.

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Can I continue treatment once I run out of pre-approved treatment?

Yes! Our number one priority is your care and continuity is important. In the event that you surpass your session limit or end date, you are able to continue with treatment by paying the private amount associated with the session at the time of your appointment. Any amounts paid are held on your account as a credit until ICBC contacts us with a decision. At that time, one of two things will occur:

  1. If ICBC approves your extension request: Total Therapy will refund you in full for any payments you have made for approved sessions.

  2. If ICBC denies your extension request: Total Therapy will update your billing to reflect private sessions/payments and provide you with official treatment receipts which can be submitted to your extended health care provider or used for tax purposes.

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Can you bill my extended health care provider for treatments while I am waiting for an extension request to be approved?

Unfortunately, 3rd party insurers do not allow us to submit invoices for ICBC-related treatments. However, in the event that ICBC denies your extension request, you are able to submit receipts for any treatments you received for your insurer’s review.

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Why is it taking so long to get my extension request decision?

ICBC adjusters review extension requests on a case-by-case basis. Sometimes, this may take longer than expected. In some cases, ICBC may require additional information to make a decision. In order to avoid delays, we strongly recommend patients obtain a GP referral for further treatment prior to their end date or session limit. The Total Therapy team follows up regularly on all outstanding extension requests to get an answer as quickly as possible. We encourage patients to follow-up directly with their adjusters or lawyers (if applicable) in the event that ICBC is taking an extended period of time to respond to an extension request.

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What if ICBC denies my extension request?

Sometimes ICBC may deny a treatment extension. In this case, you are of course welcome to continue treatment at Total Therapy on a private paying basis.

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 What if I need more treatment after I have been discharged from care & away from the clinic for a time?

If you need to return to treatment after you have completed your treatment plan and been discharged from care, please obtain a GP referral from your doctor and contact Total Therapy to submit an extension request for you. There are no guarantees that ICBC will continue to fund care, but you are welcome to return to treatment regardless by booking and paying privately.

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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 ($85) 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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