News & Updates

Online video appointments are now available

We hope you are all making do with our new shared COVID-19 reality. The work that everyone is doing to stay home, limit exposures, and stay safe right now is so appreciated.

In accordance with the province’s recommendations for social distancing, we have now set-up Tele-Rehab physiotherapy sessions. We’re very excited to make available one-on-one online appointments for you.

Many of you who were receiving treatment had your sessions interrupted and we want to ensure that you stay on track with your treatment plan. It’s really important that you are able to stay active, continue your treatment, and manage your pain during this time.

Our online video sessions allow our practitioners to assess your movement, review and progress your exercise programs, as well as guide you through ways to self mobilize and treat some areas.  Based on their visual assessment they can provide clinical advice and education to help you manage your pain at home. 

Some of you are living with family members and roommates who can actually help you with movements and our practitioners can help you (and them) with this.

For people seeking their first physiotherapy session, our online intake is also helpful. Many people just want to know what’s going on, and in most cases we can still provide a diagnosis. 

The good news is that most insurers are covering this telerehab program including SunLife, Great West/Canada Life, Pacific Blue Cross and ICBC. 

What is Tele-Rehab physiotherapy?

Tele-Rehab physiotherapy is a 1-on-1 video based session, similar to an in-person session, that can be done from a home or office. During a Tele-Rehab session, your therapist will listen to your history and take a detailed history, assess the area(s) where you may be experiencing pain, and assess range of motion through specific movements.

After guiding you through a series of self-tests, your physiotherapist will provide you with a diagnosis and a plan for treatment including: 

  • Advice and education
  • Timeline for recovery, including estimated number of sessions needed
  • Passive and/or active stretches
  • Self-mobilization techniques
  • Mobility and strength exercises
  • Progressions to your current exercise program
  • Communication with your family GP
  • Referral to other medical providers

How do I book a Tele-Rehab session?

To book a Tele-Rehab physiotherapy session, please visit our Online Booking Page.  If you’ve never used our online booking system, here is a video showing you how. Our physiotherapist’s schedules are viewable online and you can select the best time for your session. 

Three treatment options are available to you:

  1. Tele-Rehab Initial Assessment (for new patients and/or new injuries)
  2. Tele-Rehab Subsequent Treatment
  3. ICBC Tele-Rehab Subsequent Treatment

Will my insurance company cover a Tele-Rehab appointment?

As of March 24th, ICBC, Pacific Blue Cross, SunLife, Desjardins, Canada Life (Great West Life), Manulife and Medavie Blue Cross (ie RCMP, CAF & Veterans/DVA) cover part, or all of the Tele-Rehab appointments. 

Please note: ICBC and Pacific Blue Cross currently do not cover new injury assessments provided via Tele-Rehab. If you are insured by Pacific Blue Cross, you have the option of paying in full for your Initial Assessment, and then submitting to insurance for subsequent treatments.

We recommend that you contact your insurer to double check your coverage with them.

How do I pay for my Tele-Rehab session?

We can still direct bill ICBC. Unfortunately we are not able to direct bill Pacific Blue Cross while the clinic is temporarily closed and will require payment in full via credit card. If you are insured by Pacific Blue Cross, you can watch their video on how to submit a claim online.

Please note that we require a credit card on-file to complete online bookings, but this card will not be charged until after your session. Credit card information is securely encrypted and stored through our online payment processing platform, similar to storing a card on Amazon. Neither Arbutus Physio, nor your physiotherapist have access to your credit card information.

What do I need for a successful Tele-Rehab session?

  • A device (computer, laptop, ipad) with a camera and microphone.
  • Chrome browser (free secure browser)
  • A bright space large enough to do assessment movements and exercise.
  • Clothing appropriate for examination and exercise. (eg. Tank top for shoulder assessments; Shorts for knee or ankle assessments).
  • Exercise equipment that you might have: yoga mat, exercise ball, therabands, light weights.
  • A friend or family member at home in case there is an emergency during your video session. 

Will my personal information be secure?

Our therapists will be using a video platform which is end-to-end encrypted and PIPA/PIPEDA compliant. None of the audio or video of your Tele-Rehab video sessions will be recorded or stored. All personal information you provide is confidential and will be recorded in your chart, as required by the law, the same as if you attended an in-person visit at the clinic. 

Not sure if Tele-Rehab physiotherapy is for you?

Call us at 778-265-3663 or contact us.

Our phone lines will continue to be answered between 9am-5pm Monday to Friday

Thank you for your patience and continued support while our community navigates the impact of COVID-19. In the short term, we are pleased to support you online via Tele-Rehab. We hope that everyone is staying healthy and safe and we look forward to seeing you in-person again soon!