General Clinic & Policy FAQ's
Do you bill extended health / benefit's plans directly ?
At this time we do not offer direct insurance billing for private insurers such as Greenshield, Sun Life, Manulife.
We do however offer direct billing for MSP, ICBC, Veterans Affairs, RCMP and Canadian Forces for massage therapy, athletic therapy, acupuncture, physiotherapy and naturopathic medicine.
For all other providers, you will be given a receipt to send to your provider for reimbursement. We have a list of providers contact information for your convenience HERE.
Always check with your provider to find out if you require a doctor's referral to use your extended health coverage.
Do you bill ICBC and WorkSafe BCdirectly?
We accept patients with ICBC claims for all therapies including physiotherapy, acupuncture, athletic therapy and massage therapy. Coverage for each therapy is determined by your ICBC adjuster on a case by case basis. For more information please call us at 250-590-5221 with your claim number and adjuster contact information.
We do not bill WorkSafe BC directly.
What is your cancellation policy ?
Our office policy is 24 hours notice to cancel an appointment. This time frame gives our therapists an opportunity to fill the spot with another patient. If cancelling with 24 hours notice, there will be no charge for the missed appointment. If you have pre-paid for your service we can offer you a refund. However, we do charge a $5.00 fee. This fee can be avoided if you opt for a service credit instead of a refund.
Cancelling with less than 24 hours notice:
If cancelling with less then 24 hours notice, there is a fee equal to half the cost of the missed appointment. For pre-paid services the remaining balance will become a service credit and will not be refunded.
If the patient does not call and does not show up for their appointment, there will be a fee equal to the full cost of the missed appointment. No refund will be given for pre-paid services.
Where should I park ?
The areas closest to our office for on-street parking are Fort St., Broad St, and Broughton St. The main entrance to the Yarrow Building is from Fort St, but there is an alternate entrance from Broughton St.
Cash, Credit Card or New On-street parking cards can be used at pay stations for on-street parking. Cards can be purchased and re-loaded at City Hall for a one-time administration fee of $5, and parking time is available in $25 increments. You can also re-load these cards at any pay station using coins.
With this card you can be refunded for unused time, so you pay for only the exact amount of time you use on-street parking. For people who park downtown regularly this is a great option.
For more information about parking cards Click Here
1st Hour Free Parking Pass
These parking passes cover your first hour of parking at all City of Victoria Parkades. We offer one per treatment to all of our patients. You give it to the attendant when you leave the parkade. The closest parkade to our office is on the 700 Block of Broughton St. below the public library (about 2 blocks away).
Parking Pass also valid at:
Yates St./ Bastion Square Parkade - 500 Block of Yates St.
Centennial Parkade - 600 Block of Fisgard St.
Johnson St. Parkade - 700 Block of Johnson St.
View St. Parkade - 700 Block of View St.
For more information on using the downtown parkades Click Here
Where are you located ?
We are located in the historic Yarrow Building at 645 Fort St (the corner of Fort St. & Broad St.) We are directly accross the street from the Bay Shopping Centre, about 2 blocks from the waterfront, about 3 blocks from the Empress Hotel on the harbour. For a map of our location Click Here
What types of payment do you accept ?
We accept Visa, Mastercard, Interac/Debit, and Cash as payment for services and products.
How is my personal information protected ?
All personal information you share with us is maintained in accordance with the Personal Information Protection and Electronic Documents Act (2000).
All patient information gathered is confidential, except as required or allowed by the law or except to facilitate diagnosis (assessment) or treatment. You would be asked to provide written authorization for release of any information.