Frequently Asked Questions

How should I prepare for my visit?

How should I prepare for my first visit?

Prior to your visit, we ask that you complete all online intake forms that were emailed to you. We recommend bringing all relevant test or diagnostic imaging results if applicable. You can email electronic copies to us or bring the paper copy to be added to your file.

What should I wear?

We recommend wearing comfortable clothing. For any therapies that may require you to undress for hands-on treatment, you will be fully draped with sheets or be offered a gown.

What should I expect during my visit?

During the initial visit, your therapist will perform a thorough assessment and ask you a series of history questions regarding your condition. The therapist will use the information provided to create and propose a custom treatment plan to help you get better. Treatment plans include in-clinic sessions as well as general lifestyle modification recommendations for long-term results.

Is it normal to feel sore/tender during soft tissue therapy?

Is it normal to feel sore/tender during treatment?

Yes. Depending on your body and how you’re feeling that day, you may experience more, less or no soreness with certain techniques. All treatment techniques are performed with your informed consent and can be adjusted to your comfort level. You may feel sore/tender after the treatment while your body adjusts to the changes made in your soft tissues, but it should not last longer than a few days. Heat, hydration, gentle mobility and stretching is recommended for post-treatment soreness.

How does direct billing work?

We will process your insurance for billing at the time of your appointment. Your coverage amount will be paid directly to the clinic and you will be billed for the remaining amount, if applicable.

We direct bill to MSP (Medical Service Plan), ICBC, and to most extended health insurance companies including:

Alberta Blue Cross
Canada Life
Chambers of Commerce Group Insurance
Claim Secure
Desjardins
Empire Life
Equitable Life
Green Shield
GroupHEALTH
Group Source
Industrial Alliance
Johnson Inc.
Johnston Group Inc.
Manulife
Medavie Blue Cross
Pacific Blue Cross
People Corporation
RWAM Insurance
SSQ Financial Group Insurance
Sun Life Financial
Union Benefits

When completing your online intake form, include your insurance policy and ID number under "Insurance Details." For MSP, we require your full first and last legal name, birthday, personal health number, legal gender, and address including the province.

Please note although we offer direct billing, there may be instances where we will be unable to direct bill on your behalf for various reasons such as online service interruptions, your policy’s direct billing eligibility, and more. Please be prepared to pay for the treatment cost in full in such cases. Vitality is independent from all insurance companies, and do not have access to information regarding the specifics of your policy. Please call your insurance provider if you have any questions regarding your policy.

Do you direct bill ICBC?

Yes. To direct bill ICBC, we require the following:

Claim Number
Date of MVA
Claim Specialist’s Name and Contact Information
Signed ICBC Billing Consent Form & Credit Card on File

If it has been longer than 12 weeks since your accident, we can submit an assessment visit request to ICBC. Please call or email us to find out more.

Please note that Vitality is independent from ICBC and we offer direct billing as a courtesy to our patients. It is the patient’s responsibility to be aware of the details of their claim. We encourage you to speak with your claims specialist regarding any inquiries about your active claim.

How do I continue to receive treatments covered by ICBC?

If your injuries aren’t improving as expected and you need more treatments, talk to your practitioner nearing the end of your claim approval date. They will discuss your treatment plan with you.

If you have never been to our clinic before and require a treatment extension, please contact us and we will submit an assessment visit request to ICBC.

What forms of payment do you accept?

We accept cash, debit, and credit (VISA, MasterCard, Amex)

What is your cancellation policy?

We have a 24 hour cancellation policy with a full charge of the treatment cost.

Can I use the pool and gym as a part of my treatment session at Minoru?

Yes!

You will have full access to the fitness centre and pool as a part of all kinesiology appointments.

Some physiotherapy appointments may be eligible for access to the facility as well. Please speak with your physiotherapist to find out if your appointment is eligible.

We ask that you arrive no more than 30 minutes prior to your appointment to use the facilities as a part of your warm up for your treatment. You are more than welcome to stay to use the facilities for as long as you’d like after your appointment.