Billing Questions
Do you direct bill my insurance? Yes we do. We bill most extended plans and ICBC. We DO NOT bill WCB but you can submit your receipt to them for reimbursement. If you want to double check that we can bill your plan just give us a quick call and ask.
I've been in a car accident. Will ICBC cover by treatment? Yes, ICBC will cover most or all of your treatment.
Can you tell me how much coverage I have left through my insurance? Unfortunately, no. Your insurer won't give us this information, but you can call them and ask. Most of them have an app or an online portal that will give you this information as well.
I can't provide a credit card to have on file for billing. How do I pay?
During the Covid pandemic we are mandated to only offer touchless payment options. We can securely add a credit card to your patient profile or we can offer tap payments for debit and credit as well.
Can you print my receipt? No. Our regulatory colleges have mandated that we only provide digital receipts during the Covid pandemic. We also strive to be a paperless, green company anyways. We can create a statement for you at the end of the year, if you need a summary of your appointments for tax purposes. This will also be sent via email.
Do I need a doctors referral? Typically no, but your extended health benefits insurer is the one who would requires it, not us. If you're on the Federal Government Sunlife plan, yes you need a referral. All other plans, just give them a quick call to confirm or you can probably find this info on their website or App.
Should I tip my practitioner? Typically, no. Would you tip your doctor or pharmacist? If you were going to a spa for a massage, you would tip.
I've been in a car accident. Will ICBC cover by treatment? Yes, ICBC will cover most or all of your treatment.
- ICBC will cover Acupuncture: 12 visits within 12 weeks of your accident (Covers $90 per visit)
- ICBC will cover Chiropractic: 25 visits within 12 weeks of your accident (Covers the full fee)
- ICBC will cover Kinesiology: 12 visits within 12 weeks of your accident (Covers $80 per visit)
- ICBC will cover Physiotherapy: 25 visits within 12 weeks of your accident (Covers $80 per visit)
- ICBC will cover Massage Therapy: 12 visits within 12 weeks of your accident. ICBC covers $82 per treatment for massage, which is enough to cover the full cost of a 30 minute massage. You can choose to come for longer, but there is a fee over and above the ICBC coverage which your other insurer may cover. For example, if a 60 minute massage is $110, there would be a fee of $28. (These rates are based on fees Sept 15th, 2020 and are subject to change).
Can you tell me how much coverage I have left through my insurance? Unfortunately, no. Your insurer won't give us this information, but you can call them and ask. Most of them have an app or an online portal that will give you this information as well.
I can't provide a credit card to have on file for billing. How do I pay?
During the Covid pandemic we are mandated to only offer touchless payment options. We can securely add a credit card to your patient profile or we can offer tap payments for debit and credit as well.
Can you print my receipt? No. Our regulatory colleges have mandated that we only provide digital receipts during the Covid pandemic. We also strive to be a paperless, green company anyways. We can create a statement for you at the end of the year, if you need a summary of your appointments for tax purposes. This will also be sent via email.
Do I need a doctors referral? Typically no, but your extended health benefits insurer is the one who would requires it, not us. If you're on the Federal Government Sunlife plan, yes you need a referral. All other plans, just give them a quick call to confirm or you can probably find this info on their website or App.
Should I tip my practitioner? Typically, no. Would you tip your doctor or pharmacist? If you were going to a spa for a massage, you would tip.
Telehealth Questions
Where do I go to log into my telehealth appointment? You can log in HERE, using your Jane App Patient Password. You should have received a welcome email, when the first appointment was booked, which would prompt you to set up a username and password. If don't remember it, you can reset it online, or call us and we can send you a password reset link.
What if I'm having technical difficulties? Give us a quick call and we will try to walk you through getting connected. If you're having a Naturopathic or Counselling Online appointment, it can also be done over the phone if we can't get you connected.
Here are some tips to help make this a successful appointment:
1. Our online platform works best with either google chrome or safari web browsers -please ensure you have one of these installed on your computer.
2. Ensure you have a space that is clear with room to move around, especially if you're seeing a physio, athletic therapist or kinesiologist. If you're appointment is for counselling or naturopathic medicine, make sure you are comfortable and have privacy in your at home treatment space.
3. Have a space that is well-lit so we can see you
4. Camera Angle - you may be asked to shift this throughout your appointment so your therapist can observe different angles, movements or body parts. -A desktop is difficult to adjust so its not ideal.
5. Ensure you are in a quiet, distraction free environment
6. Test your web cam and microphone beforehand (consider using wireless headphones/mic)
What if I'm having technical difficulties? Give us a quick call and we will try to walk you through getting connected. If you're having a Naturopathic or Counselling Online appointment, it can also be done over the phone if we can't get you connected.
Here are some tips to help make this a successful appointment:
1. Our online platform works best with either google chrome or safari web browsers -please ensure you have one of these installed on your computer.
2. Ensure you have a space that is clear with room to move around, especially if you're seeing a physio, athletic therapist or kinesiologist. If you're appointment is for counselling or naturopathic medicine, make sure you are comfortable and have privacy in your at home treatment space.
3. Have a space that is well-lit so we can see you
4. Camera Angle - you may be asked to shift this throughout your appointment so your therapist can observe different angles, movements or body parts. -A desktop is difficult to adjust so its not ideal.
5. Ensure you are in a quiet, distraction free environment
6. Test your web cam and microphone beforehand (consider using wireless headphones/mic)
Treatment Questions
There are so many options, where do I start? Honestly, when it comes to physical pain, there's no wrong option. There's a lot of overlap between the manual therapy practitioners and how they are trained to asses injuries, pain, dysfunction and discomfort. If you're problem is hormonal, digestive, skin related, etc. you're going to get a lot more out of acupuncture and TCM than you would from our other practitioners. If you've got a musculoskeletal problem, you could start with physiotherapy, chiropractic, massage or acupuncture. If you have chronic pain we recommend adding clinical counselling to your manual therapies, as she specializes in chronic pain management. Our counsellor also addresses other mental health conditions as well such as anxiety, depression, grief, loss, anger, etc. All of our practitioners offer a free phone consult, so you're welcome to schedule a chat with one of them to get a more specific answer.
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How many treatments will I need to resolve my issue? Each treatment plan is unique and catered to your needs and goals. Everything we do together is an input into your nervous system, and we can't make a lasting change with only one input. Its safe to assume you will need to start with 3 treatments about 1 week apart, in most cases. Its a difficult question to answer because there are so many factors including if it's an acute or chronic problem, your health history, you're ability to do your exercises/homework, your emotional state, etc. We approach your problem with a biopsychosocial lens and look at the whole picture.
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Why am I being given exercises or "homework" to do? We believe in empowering our patients to take control of their functional abilities by giving you tools to use at home. The more you know about how things work, the less reliant you are on your practitioner. Its also a method of recreating the effects of the treatment you received, which is continual positive input to your nervous system. This creates lasting changes so eventually you don't need us anymore.
My regular practitioner isn't available soon enough. I'm in pain, what should I do?
Option 1: Add yourself to that practitioners wait list online, or call us and we can do that for you. And book the next available spot. This notifies your practitioner that you're trying to get in ASAP. Sometimes they can open up extra treatment time for you.
Option 2: See one of our other practitioners. We can even have your regular practitioner make a recommendation on who you should see in the short term. With your permission, he/she can review your treatment plan and pick up where your regular practitioner left off. You're welcome to hop between practitioners and experience some different treatment styles and approaches in order to find the best fit for your needs or meet an immediate need.
I'm interested in trying more than one therapy. Is that okay? Yes and no.
Yes: Some therapies really compliment each other and are well paired like getting a massage right before you see the chiropractor. Most people will react really well to this approach because the massage will release the connective tissue, allowing the chiropractic adjustment to happen with more ease. However, each person is different and some people may find that this is too much for them in one day. Another good pairing is acupuncture and counselling, or acupuncture and massage. You may find that you get better results by alternating who you see from week to week, rather than throwing everything at it in one day. For example, massage this week and acupuncture next week. You're practitioners can communicate with each other about your treatment plan to make the most out of this approach.
No: Though all the therapies have their benefits, you don't want to do too much all at once. Its important to find the driver or the primary cause of your issue. If you're doing too much, it's hard to tell what's helping and what's wasted effort. If you're already seeing someone here, feel free to ask them if adding another therapy would be a good idea right now.
I booked an hour, will I be on the table the entire time? No.
All of our practitioners are registered healthcare professionals and are required by their governing college's to review your health history, discuss your treatment goals, assess you (posture, range of motion, symptoms, orthopedic testing, etc.) and come up with a treatment plan. Some patients require more assessing than others, so this varies greatly depending on what you're coming in with. We also must ensure it's safe for you to receive treatment and make note of any necessary modifications to the treatment plan, as well as obtain your consent to the treatment. There will also be some time at the end of the treatment to discuss the recommended plan for follow up treatments, recommended home-work and exercises, and give you an idea of what we think is contributing to/causing your symptoms. This probably sounds like a lot, but there's a reason we are called "professionals"...we know how to get it done quickly and efficiently. Its an essential part of the treatment that greatly affects the outcome. If you want to just jump on the table and get you're full hour back rub, that's what bodyworkers at spa's are for.
Do you offer treatments for pregnant women and is it safe? Yes!
All registered healthcare providers (RMT, Chiropractic, Physiotherapy, Acupuncture) are trained in school to work with pregnant patients, as it's a very common thing that we see in the clinic. This ensures they are qualified to know what to do, and more importantly, what not to do with a pregnant patient. We also have a few practitioners who have a special interest in working with pregnant women (Lindsay Daniels, Laura Bondy, Taylor Watson, all Registered Massage Therapists). We also have a massage pregnancy pillow which allows you to lay face down on the table, which is amazing when you're pregnant!
Do I have to get completely undressed for any of my appointments? No.
Your comfort and safety are extremely important. It is absolutely not required that you disrobe, even for a massage. Any of our practitioners can treat effectively through your clothing. In this case, please wear comfortable clothing that you can easily move in, like workout wear.
Your massage, acupuncture or physiotherapist practitioner will discuss this with you and then give you clear instructions on how to get on the table (face down/up, under the top sheets) and then leave the room if you choose to disrobe. Typically, patients will disrobe to a level they are comfortable with or only expose the area being treated. This could be leaving your pants on, just your underwear or completely nude. You are covered with the sheets for privacy and only the area being worked on is exposed.
I'm uncomfortable with certain areas being touched. What should I do or say?
Again, your comfort and safety are extremely important. When it's your first time seeing a practitioner, they will discuss the treatment plan with you before anything else happens. This will include a conversation about what area's will be treated and whether you're comfortable with that or not. Your practitioner will make changes to the treatment plan, where needed, to ensure you are comfortable and feel safe. You then know what to expect, have an opportunity to ask questions and give your informed consent to the treatment plan. The most common area's that people are sensitive about being touched are the inner thigh, belly, glutes and chest. Communication is key here. If there's anywhere you don't want to be touched, just tell your practitioner. And if that changes during the treatment, tell your practitioner, so they can adjust the treatment approach. We go to great lengths to make sure you feel safe.
My regular practitioner isn't available soon enough. I'm in pain, what should I do?
Option 1: Add yourself to that practitioners wait list online, or call us and we can do that for you. And book the next available spot. This notifies your practitioner that you're trying to get in ASAP. Sometimes they can open up extra treatment time for you.
Option 2: See one of our other practitioners. We can even have your regular practitioner make a recommendation on who you should see in the short term. With your permission, he/she can review your treatment plan and pick up where your regular practitioner left off. You're welcome to hop between practitioners and experience some different treatment styles and approaches in order to find the best fit for your needs or meet an immediate need.
I'm interested in trying more than one therapy. Is that okay? Yes and no.
Yes: Some therapies really compliment each other and are well paired like getting a massage right before you see the chiropractor. Most people will react really well to this approach because the massage will release the connective tissue, allowing the chiropractic adjustment to happen with more ease. However, each person is different and some people may find that this is too much for them in one day. Another good pairing is acupuncture and counselling, or acupuncture and massage. You may find that you get better results by alternating who you see from week to week, rather than throwing everything at it in one day. For example, massage this week and acupuncture next week. You're practitioners can communicate with each other about your treatment plan to make the most out of this approach.
No: Though all the therapies have their benefits, you don't want to do too much all at once. Its important to find the driver or the primary cause of your issue. If you're doing too much, it's hard to tell what's helping and what's wasted effort. If you're already seeing someone here, feel free to ask them if adding another therapy would be a good idea right now.
I booked an hour, will I be on the table the entire time? No.
All of our practitioners are registered healthcare professionals and are required by their governing college's to review your health history, discuss your treatment goals, assess you (posture, range of motion, symptoms, orthopedic testing, etc.) and come up with a treatment plan. Some patients require more assessing than others, so this varies greatly depending on what you're coming in with. We also must ensure it's safe for you to receive treatment and make note of any necessary modifications to the treatment plan, as well as obtain your consent to the treatment. There will also be some time at the end of the treatment to discuss the recommended plan for follow up treatments, recommended home-work and exercises, and give you an idea of what we think is contributing to/causing your symptoms. This probably sounds like a lot, but there's a reason we are called "professionals"...we know how to get it done quickly and efficiently. Its an essential part of the treatment that greatly affects the outcome. If you want to just jump on the table and get you're full hour back rub, that's what bodyworkers at spa's are for.
Do you offer treatments for pregnant women and is it safe? Yes!
All registered healthcare providers (RMT, Chiropractic, Physiotherapy, Acupuncture) are trained in school to work with pregnant patients, as it's a very common thing that we see in the clinic. This ensures they are qualified to know what to do, and more importantly, what not to do with a pregnant patient. We also have a few practitioners who have a special interest in working with pregnant women (Lindsay Daniels, Laura Bondy, Taylor Watson, all Registered Massage Therapists). We also have a massage pregnancy pillow which allows you to lay face down on the table, which is amazing when you're pregnant!
Do I have to get completely undressed for any of my appointments? No.
Your comfort and safety are extremely important. It is absolutely not required that you disrobe, even for a massage. Any of our practitioners can treat effectively through your clothing. In this case, please wear comfortable clothing that you can easily move in, like workout wear.
Your massage, acupuncture or physiotherapist practitioner will discuss this with you and then give you clear instructions on how to get on the table (face down/up, under the top sheets) and then leave the room if you choose to disrobe. Typically, patients will disrobe to a level they are comfortable with or only expose the area being treated. This could be leaving your pants on, just your underwear or completely nude. You are covered with the sheets for privacy and only the area being worked on is exposed.
I'm uncomfortable with certain areas being touched. What should I do or say?
Again, your comfort and safety are extremely important. When it's your first time seeing a practitioner, they will discuss the treatment plan with you before anything else happens. This will include a conversation about what area's will be treated and whether you're comfortable with that or not. Your practitioner will make changes to the treatment plan, where needed, to ensure you are comfortable and feel safe. You then know what to expect, have an opportunity to ask questions and give your informed consent to the treatment plan. The most common area's that people are sensitive about being touched are the inner thigh, belly, glutes and chest. Communication is key here. If there's anywhere you don't want to be touched, just tell your practitioner. And if that changes during the treatment, tell your practitioner, so they can adjust the treatment approach. We go to great lengths to make sure you feel safe.
Post Treatment Expectations
How should I feel after my treatment?
How you feel after your treatment will depend on several factors. Each manual therapy treatment (chiropractic, physiotherapy, massage) is unique and each practitioner is unique in their approach to care and the techniques they use. You can read about each practitioner in our Team Section.
For example, if you're coming in for massage and the goal of your treatment is stress, anxiety or chronic pain management, the treatment will likely be on the lighter to moderate side for depth/intensity and may be a full body treatment. Your RMT may use slow swedish massage or myofascial release techniques, breathing, aromatherapy, relaxing music, dim lighting, scalp and face massage. All of these things calm your central nervous system, so you leave feeling very relaxed and grounded. Its unlikely you would be sore from this type of massage but you will probably be sleepy.
If the goal of your massage treatment is to release a locked up lower back or neck that has been in spasm for a few days, the techniques and intensity used will be very different. This is more of an orthopedic treatment approach, which tends to be focused on very specific areas, rather than a full body treatment. Techniques may include Muscle Energy Technique, MFR, Deep Tissue, Contract Relax Stretching, Manual Traction, Joint Mobilizations.
If you're coming in for chiropractic the focus of the treatment could vary quite a bit. Depending on your symptoms, your goals and your level of comfort with joint manipulation. Dr. Alexander may use some soft tissue release techniques, stretching and joint mobilizations if you're not comfortable with an "adjustment" or if he feels that would be more appropriate on that day. Its not unusual to be a little sore after or the next day, but that's normal. If you're coming in for physiotherapy, again the focus could vary quite a bit. You could be doing manual therapy, IMS or primarily therapeutic exercises.
The depth of pressure, intensity of treatment and techniques used will vary depending on your treatment goals and your symptoms. Your practitioner will ask you to communicate about how you're experiencing the treatment, possibly using a pain scale of 1-10. A good rule to follow would be that if you have to tense up because of the treatment, that's possibly too deep for you. There are some techniques and areas that are more tender/sensitive than others, especially if they're inflamed, which is why open communication is so important throughout your treatment. "No pain, no gain" is outdated and inaccurate. Its normal to be a bit sore and feel like you've had work done after an orthopedic type of treatment, but it should clear within 24-48 hours. Heat, ice, hydration and movement all help to clear it. Your practitioner will also likely give you some stuff to work on at home.
How should I feel after my acupuncture treatment? CLICK HERE
How you feel after your treatment will depend on several factors. Each manual therapy treatment (chiropractic, physiotherapy, massage) is unique and each practitioner is unique in their approach to care and the techniques they use. You can read about each practitioner in our Team Section.
For example, if you're coming in for massage and the goal of your treatment is stress, anxiety or chronic pain management, the treatment will likely be on the lighter to moderate side for depth/intensity and may be a full body treatment. Your RMT may use slow swedish massage or myofascial release techniques, breathing, aromatherapy, relaxing music, dim lighting, scalp and face massage. All of these things calm your central nervous system, so you leave feeling very relaxed and grounded. Its unlikely you would be sore from this type of massage but you will probably be sleepy.
If the goal of your massage treatment is to release a locked up lower back or neck that has been in spasm for a few days, the techniques and intensity used will be very different. This is more of an orthopedic treatment approach, which tends to be focused on very specific areas, rather than a full body treatment. Techniques may include Muscle Energy Technique, MFR, Deep Tissue, Contract Relax Stretching, Manual Traction, Joint Mobilizations.
If you're coming in for chiropractic the focus of the treatment could vary quite a bit. Depending on your symptoms, your goals and your level of comfort with joint manipulation. Dr. Alexander may use some soft tissue release techniques, stretching and joint mobilizations if you're not comfortable with an "adjustment" or if he feels that would be more appropriate on that day. Its not unusual to be a little sore after or the next day, but that's normal. If you're coming in for physiotherapy, again the focus could vary quite a bit. You could be doing manual therapy, IMS or primarily therapeutic exercises.
The depth of pressure, intensity of treatment and techniques used will vary depending on your treatment goals and your symptoms. Your practitioner will ask you to communicate about how you're experiencing the treatment, possibly using a pain scale of 1-10. A good rule to follow would be that if you have to tense up because of the treatment, that's possibly too deep for you. There are some techniques and areas that are more tender/sensitive than others, especially if they're inflamed, which is why open communication is so important throughout your treatment. "No pain, no gain" is outdated and inaccurate. Its normal to be a bit sore and feel like you've had work done after an orthopedic type of treatment, but it should clear within 24-48 hours. Heat, ice, hydration and movement all help to clear it. Your practitioner will also likely give you some stuff to work on at home.
How should I feel after my acupuncture treatment? CLICK HERE
How To Find Us
Where do I park? There is on street parking available on Fort and Quadra. We also recommend the Broughton Street Parade below the downtown library. The first hour is free. Both on street and parkade are free before 9am and after 6pm.
How do I find you? Look for our street sign, in front of the Chamber of Commerce on the ground floor. We are located on the second floor which you can access from the main entrance via elevator, or the other entrance via the stairs.
FYI, the building is locked after 6pm and on Saturdays. There is a buzzer to the right of the elevator/main entrance. Enter 214 and we will buzz you in.
How do I find you? Look for our street sign, in front of the Chamber of Commerce on the ground floor. We are located on the second floor which you can access from the main entrance via elevator, or the other entrance via the stairs.
FYI, the building is locked after 6pm and on Saturdays. There is a buzzer to the right of the elevator/main entrance. Enter 214 and we will buzz you in.
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