Our appointment, cancellation, payment and conduct policies so there are no surprises.
These policies apply at our Abbotsford clinic. If anything here is unclear, call us at 604-744-0555 and we will walk you through it.
Please arrive about ten minutes before your first appointment so you have time to complete your intake paperwork. If you have completed your forms in advance, arriving a few minutes early is enough.
If you arrive late, we will do our best to treat you but your appointment may need to finish at the scheduled time so that the next patient is not delayed. The full fee applies.
We understand that plans change. We ask for as much notice as possible so the appointment can be offered to another patient who needs it.
Cancellations with less than 24 hours’ notice and missed appointments may be subject to a fee. These fees cannot be billed to extended health insurers, ICBC or WorkSafeBC, and will be charged to the card on file.
Payment is due at the time of your appointment unless we are billing your insurer, ICBC or WorkSafeBC directly. Where direct billing applies, you are responsible for any portion your plan does not cover.
We accept insurance with direct billing available for most plans (coverage may vary), cash, debit, Visa, MasterCard, American Express, and New Ray Physiotherapy and Health Clinic gift cards.
It is your responsibility to know the details of your own coverage, including your per visit amount, annual maximum and whether a referral is required. Our team will help where we can but coverage decisions rest with your insurer.
Your clinician will explain the proposed assessment and treatment, including what it involves and any relevant risks, before proceeding. You may ask questions, request an alternative approach or decline any part of an assessment or treatment at any time. Consent can be withdrawn at any point.
You are welcome to bring a support person to any appointment. For pelvic health and other sensitive assessments, this is always your choice and never a requirement.
Your health information is confidential and handled in accordance with British Columbia privacy legislation. Full details are set out in our privacy policy.
Our clinic is a respectful environment for patients and staff alike. We do not tolerate abusive, discriminatory or threatening behaviour and we reserve the right to end an appointment or decline further service where such behaviour occurs.
Children are welcome at the clinic. For safety reasons, children who are not being treated should be supervised by an accompanying adult at all times.
Some patients are sensitive to strong scents. We ask that you avoid wearing strong perfume or cologne to your appointment.
If something has not met your expectations, we would like to hear about it. Speak to any member of our team or contact the clinic directly and we will look into it. You also have the right to raise concerns with the regulatory college governing the clinician involved.
Our reception team is happy to explain anything before you book.
