Frequently asked questions:

1. Do I need a referral?
You do not need a referral to see a Registered Physiotherapist or a Registered Massage Therapist as a private patient or if you are on MSP Premium Assistance. However, many extended health plans do require you to have one as a condition of reimbursement. You should check with your extended carrier as each carrier and plan is different.

It is not always necessary to have a referral from a medical doctor for treatment for WCB or ICBC claims and usually for RCMP and DVA claims as well.  Contact us to see if you require one.

2. Do I need to bring anything to my appointment?
  • Doctor’s referral (if you have one)
  • Carecard number
  • If you have Greenshield, Great West Life, Sunlife, Standard Life or Johnson Insurance extended health, bring in your benefits card with your id/plan number (see below for exceptions to direct billing)
  • Shorts- If you are being treated for a back, hip, knee, ankle or foot problem
  • Tank top or sport bra if you’re a woman and being treated for a neck, upper back or shoulder problem
  • Shoes and orthotics- If you have a lower extremity injury related to a sport or a known issue with your gait mechanics it may be helpful for you to bring whatever shoes (including orthotics) you use.
  • WCB Patients- Dr. referral, claim number, case manager’s name and number
  • ICBC Patients – Dr. referral, claim number, adjuster’s name and number, lawyer’s name and number (if you have one)
  • DVA Patients – Dr. referral, your ID or Health Identification Card number
  • RCMP Patients – Dr. referral, your Health identification number, Unit/Detachment info and Division info.
3. How long will my appointment take?
New patients will have to fill out one or more intake forms. Please arrive at least 5 minutes early to fill out the form(s).

The length of your appointment as booked in the schedule will vary depending on the therapist you’re seeing and the type of appointment you are coming in for.  Plan on up to an hour for Physiotherapy appointments.  Massage therapy appointments will last the amount of time requested at booking.

4. Do I have to pay?

In most cases, the answer is yes. While we have a great health care system in BC, there are limits as to what is covered for Physiotherapy or Massage Therapy.

The payment required depends on the type of claim you are making:

Private payers and those using extended health plans are required to pay at the time of treatment. The amount you pay will vary depending on the type of treatment, the therapist you see, whether it’s an Initial Assessment or a Follow-up Visit, whether direct billing is allowed and what percentage your insurance plan covers.

Extended health insurers Greenshield, SSQ, Chamber of Commerce, Sunlife, Great West Life, Standard Life, Industrial Alliance and Johnson Insurance have implemented an online direct billing system for payment (most through Telus eHealth Solutions), but there may still be a co-payment you have to make dependent on how much your specific plan covers and maximums set by the insurer.

Occasionally, even if you are insured with one of the insurers above the online billing is still not available to us and you would have to pay the full amount and submit the claim yourself.  All Physiotherapy practices at Urban Active can direct bill the insurers listed above.  Massage therapy cannot direct bill Sunlife but can bill the others.  Pacific Blue Cross does not currently allow us to bill directly.

ICBC and MSP Premium Assistance patients will have a visit charge they are required to pay at each visit that is not covered by ICBC or MSP. You are also personally responsible for any no show charges. WSBC (WorkSafeBC), DVA and RCMP patients are not required to pay up front for treatments, but will be personally responsible for any no show charges for missed appointments.

Monday:   8am - 7pm
Tuesday:   8am - 7pm
Wednesday:   10:30am - 7pm
Thursday:   8am - 7pm
Friday:   7am - 7pm