Frequently Asked Questions (FAQ)

Your First Visit Video

Running time: 3-1/2 Minutes

Click On A Question To View The Answer

What happens during my first visit?

During your first visit you can expect the following:

  • Arrive at your appointment with your paperwork completed (you can access them from our patient portal or have them emailed to you).
  • You will be seen for the initial evaluation by the therapist.
  • The therapist will discuss the following:

    1. Your medical history.
    2. Your current problems/complaints.
    3. Pain intensity, what aggravates and eases the problem.
    4. How this is impacting your daily activities or your functional limitations.
    5. Your goals with physiotherapy.
    6. Medications, tests, and procedures related to your health.
  • The therapist will then perform the objective evaluation which may include some of the following:

    1. Palpation - touching around the area of the pain/problem. This is done to check for the presence of tenderness, swelling, soft tissue integrity, tissue temperature, inflammation, etc.
    2. Range of Motion (ROM) - the therapist will move the joint(s) to check for the quality of movement and any restrictions.
    3. Muscle Testing - the therapist may check for strength and the quality of the muscle contraction. Pain and weakness may be noted. Often the muscle strength is graded. This is also part of a neurological screening.
    4. Neurological Screening - the therapist may check to see how the nerves are communicating with the muscles, sensing touch, pain, vibration, or temperature. Reflexes may be assessed as well.
    5. Special Tests - the therapist may perform special tests to confirm/rule out the presence of additional problems.
    6. Posture Assessment - the positions of joints relative to ideal and each other may be assessed.

The therapist will then formulate a list of problems you are having, and how to treat those problems. A plan is subsequently developed with the patient's input. This includes how many times you should see the therapist per week, how many weeks you will need therapy, home programs, patient education, short-term/long-term goals, and what is expected after discharge from therapy. This plan is created with input from you, your therapist, and your doctor.

What do I need to bring with me?

Please bring any medical imaging reports, other relevant reports, and doctor’s referrals (if you have one) to your appointment. If you have private insurance coverage, please bring your policy information. If you have any questions about assistive devices, activity specific shoes or orthotics please bring them as well.

For the treatment of dizziness or concussion-related symptoms:

Please inform us at the time you make your appointment. You will be provided with the appropriate intake forms to help with your assessment and treatment.

For the treatment of a work injury covered by WSIB (Workers Safety and Insurance Board):

Please inform us at the time you make your appointment. You may also need to contact your case manager to confirm if the injury will be covered under a program of care.

We will require the following information:

  • Date of injury
  • Details of the work accident
  • Claim number
  • Case manager's contact information

For the treatment of injuries related to a motor vehicle accident that will be covered under your insurance:

Please inform us at the time you make your appointment.

We will require the following information:

  • Date of accident
  • Claim number
  • Case manager contact information
  • Car Insurance information
  • Extended health insurance information

Where possible, we will provide you with the appropriate forms to complete prior to your appointment.

How should I dress?

You should wear loose fitting clothing so you can expose the area that we will be evaluating and treating. For example, if you have a knee problem, it is best to wear shorts. For a shoulder problem, a tank top is a good choice, and for low back problems, wear a loose fitting shirt and pants, again so we can perform a thorough examination.

How long will each treatment last?

For physiotherapy, initial assessments are one hour in duration. Follow up appointments are 30-60 minutes per visit, depending on the type of treatment.

For massage therapy, we recommend one hour for the initial visit to help your therapist understand your needs. Otherwise, follow up visits can be made for 30-, 45- or 60 minutes or longer as needed.

How do I pay?

We ask that you pay for each appointment at the time you come in. We accept all major credit cards, cash and personal cheque. We now offer direct billing for insurance coverage, for more information please see below.

How does insurance direct billing work?

We work with a variety of insurance providers to facilitate direct billing for our clients. If you have coverage under an insurance plan we can directly bill your insurance provider, which means they will pay us directly for your appointment fee so there is no out-of-pocket expense to you, or submit your claim electronically on your behalf.

What do I need to bring with me?

  • Please ensure you bring all of your insurance policy information to your first appointment, including any additional policies for secondary coverage, such as a spouse.
  • Some providers require a prescription for reimbursement, most commonly for massage therapy.
  • Please contact your provider for confirmation if a prescription is required, and if necessary bring it with you to your appointment.

Please note it is your responsibility to contact your insurance provider regarding the amount of coverage you have available and what percentage of the treatment fees will be covered, any balance not paid by your insurance is required to be paid in full at the time of your appointment.

Do I Need a Doctor's referral?

No, you do not need a doctor's referral to see a physiotherapist or a massage therapist. However, there are a handful of insurance plans that require a doctor’s referral for reimbursement for physiotherapy. For massage therapy, most insurance plans require a referral for reimbursement. Please contact your insurance provider for confirmation.

How do I make an appointment?

You can either book online by clicking this link or email or by phone at (905) 599-MyPT (6478).

What is the Patient Portal?

The Patient Portal is an online service and convenience that we are happy to offer our clients.

When you sign into the Patient Portal you will be able to:

  • Book online 24/7 using your computer, tablet, or mobile phone
  • See real-time appointment openings
  • View and print your appointment and billing history
  • View exercise programs
  • Complete your intake process, fill consent forms, surveys, pain assessment forms

If you require help or have any questions about using the Patient Portal, please don’t hesitate to contact us at or by phone at (905) 599-MyPT (6478)!

What is your privacy policy?

Our Privacy Commitment to You

We are committed to protecting your privacy and ensuring the confidentiality of your personal health information. The types of personal health information we collect may include your name, date of birth, health history, OHIP number and records of the care provided to you. We collect, use and disclose personal health information for the following purposes:

  • to provide physiotherapy services to our clients
  • to conduct quality improvement and risk management activities
  • to obtain payment for services provided (from you, OHIP, WSIB, your private insurer or others)
  • to comply with our regulatory obligations to the College of Physiotherapists of Ontario
  • to teach students and to provide continuing education to our staff
  • to advise clients about special events or opportunities (but we will always obtain express consent to do so)
  • to fundraise for our organization (but you may opt-out of receiving fundraising solicitations by contacting us at the address below)
  • for other purposes permitted by law

We will collect, use and disclose only as much personal health information as is needed to achieve these purposes. You can withhold or withdraw your consent to the collection, use or disclosure of your personal health information by contacting us (details below).

Access to Health Records

You have the right to seek access to your health records that we keep and to ask us to correct a record if you believe it is inaccurate or incomplete. Please contact us for more information.

Questions or Concerns?

If you have questions or want to make a complaint about our privacy practices, please contact: Paul Shin, PT – (905) 599-6478 or

You also have the right to complain to the Information and Privacy Commissioner of Ontario at the address below if you have concerns about our privacy practices or how your personal health information has been handled:

Information and Privacy Commissioner/Ontario

2 Bloor Street East, Suite 1400
Toronto, Ontario M4W 1A8
Telephone: Toronto Area (416/local 905): (416) 326-3333
Long Distance: 1 (800) 387-0073 (within Ontario)
TDD/TTY: (416) 325-7539
FAX: (416) 325-9195