Booking & Policies
How do I manage my appointments online?
You can easily manage your schedule through our online booking portal. You will be able to book, reschedule, or cancel your appointments directly through your account at any time.
Can I see multiple practitioners (like a Chiropractor and an RMT) on the same day?
Absolutely! We encourage a collaborative approach to your recovery. You can book back-to-back sessions with different practitioners on the same day to maximize your visit and enhance your treatment outcomes.
What happens if I miss, cancel late, or arrive late for my appointment?
To avoid fees, please cancel or reschedule via our online booking portal, by calling us at 778-379-9888, or by email. We require a minimum of 24 hours' notice for any cancellations or rescheduling.
- Late Cancellations: If you cancel with less than 24 hours' notice or miss your appointment, a cancellation fee equal to the full cost of the scheduled treatment will be charged to the card on file.
- Late Arrivals: If you arrive late, your session may be shortened to accommodate others, but you will be responsible for the full session fee.
- Insurance Coverage: Please be aware that insurance providers (including Extended Health Plans and ICBC) do not cover fees for missed appointments or late cancellations.
Do you offer services in languages other than English?
Yes! We are proud to serve our diverse community. Many of our practitioners and front desk staff are fluent in Mandarin and Cantonese. Please let us know your language preference when booking so we can match you with the right team member.
Insurance & Direct Billing
Do you offer direct billing for insurance?
Yes! We offer direct billing to most major extended health insurance providers, including Pacific Blue Cross, Canada Life (formerly Great-West Life), Sun Life, Manulife, Green Shield Canada, and Medavie Blue Cross. Once your first appointment is booked, you'll receive an intake form via email that includes the full list of insurers we can bill directly.
Planning to use insurance? Here's what you'll need to provide.
If you would like us to direct bill your insurance provider, please have the following ready:
- Your policy number and member ID as listed on your insurance card
- Your date of birth
- If you are not the primary cardholder, please provide the first and last name and date of birth of the primary cardholder
- A doctor's referral is not usually required; however, some extended health plans may request one for reimbursement.
Once you've booked your first appointment, you will automatically receive an intake form via email to upload a photo of your insurance card.
Can I use MSP Supplementary Benefits at your clinic?
Yes. If MSP has confirmed that you qualify for Supplementary Benefits, MSP contributes $23 per eligible visit. The annual limit is 10 visits total, shared across six services. Phoenix provides four of them:
- Physiotherapy
- Acupuncture
- Chiropractic care
- Massage Therapy (RMT)
You pay any remaining clinic fee. To check your eligibility, please call us at 778-379-9888.
Do I need a doctor's referral to book or use my insurance?
A referral is not required to book most services. However, some insurance plans may require one for reimbursement. We recommend contacting your insurance provider directly to confirm.
Does BC MSP pay for physiotherapy?
Yes, partially. If MSP has confirmed that you qualify for Supplementary Benefits, MSP contributes $23 per eligible physiotherapy visit. The annual limit is 10 visits total per calendar year, shared across six services including physiotherapy, not 10 per service. You pay any remaining clinic fee, and we handle the MSP billing directly. Call us at 778-379-9888 to check your eligibility.
Is acupuncture covered by MSP in BC?
Yes. Under MSP Supplementary Benefits, MSP contributes $23 per eligible acupuncture visit, within a combined annual limit of 10 visits shared across six services. Most extended health insurance plans also cover acupuncture, and we offer direct billing so you pay little to nothing out of pocket.
Is a chiropractor covered by BC Medical?
Yes, partially. MSP Supplementary Benefits contribute $23 per eligible chiropractic visit for patients who qualify, within a combined annual limit of 10 visits per calendar year shared across six services. ICBC Enhanced Care also provides 25 pre-approved chiropractic sessions for motor vehicle accident injuries. Most extended health insurance plans cover chiropractic care with direct billing available at our clinic.
ICBC & WorkSafeBC
Do you accept ICBC claims?
Yes, we accept ICBC Enhanced Care claims for patients injured in motor vehicle accidents.
With an approved claim, you are pre-approved for the following within 12 weeks of your accident date:
- Physiotherapy: 25 sessions
- Chiropractic: 25 sessions
- Massage (RMT): 12 sessions
- Kinesiology: 12 sessions
- Acupuncture: 12 sessions
- Counselling: 12 sessions
We bill ICBC directly at their approved rates—no user fees are charged for covered sessions.
Does ICBC cover acupuncture?
Under ICBC Enhanced Care, acupuncture may be pre-approved within the first 12 weeks after a crash when you have an ICBC claim number. Direct billing and any patient-paid difference depend on claim details, provider setup, and ICBC rates.
Do you accept WorkSafeBC (WSBC) clients?
Phoenix can support some WorkSafeBC claims depending on the service, provider, claim status, and approval requirements. Please contact the clinic before booking so the front desk can confirm the correct pathway for your case.
In most cases, a Physiotherapy Initial Assessment can be completed without prior approval from your claim owner, as long as it takes place within 60 days of your injury date.
For accepted claims, some eligible services may be billed directly when provider, service, referral, and approval requirements are met. WorkSafeBC does not cover missed appointments or late cancellations.
Treatments & Clinic Experience
I was in a car accident. Which practitioner should I see first?
For ICBC claims, we typically recommend starting with an initial assessment with one of our Physiotherapists or Chiropractors. They can diagnose your injuries and create a comprehensive treatment plan. If your recovery also calls for active rehab, soft tissue treatment, or acupuncture, your lead practitioner can coordinate directly with the right providers here in the clinic so your care stays connected.
What is the difference between Physiotherapy and Kinesiology?
Physiotherapy focuses on diagnosing acute injuries, reducing immediate pain, and restoring basic function using manual therapy and specific exercises. Kinesiology (active rehabilitation) usually follows physiotherapy. Once your acute pain has settled, a Kinesiologist will guide you through a customized, movement-based exercise program to rebuild your strength, endurance, and prevent future injuries.
How much is a physio session in BC?
Physiotherapy session fees in BC vary depending on the type and length of treatment. Many patients at Phoenix Rehab pay nothing out of pocket because their sessions are covered through ICBC (up to 25 sessions), WorkSafeBC, MSP Supplementary Benefits ($23 per eligible visit), or extended health insurance with direct billing. For private-pay rates, please contact us at 778-379-9888.
Do you offer shockwave therapy?
Yes. Shockwave therapy is available within regular physiotherapy appointments when assessment supports ESWT. It is billed at the standard physiotherapy rate with no separate shockwave fee. Learn about shockwave therapy
Do you offer IMS or dry needling?
Yes. IMS and dry needling are available within physiotherapy appointments when assessment supports needling and you see a provider whose published bio lists that modality. Learn about IMS and dry needling
Can physiotherapy help jaw pain or TMJ symptoms?
Physiotherapy may support jaw pain, clicking, limited opening, headaches, or neck tension when assessment shows the jaw, neck, and surrounding muscles are involved. Learn about TMJ treatment
Should I see a chiropractor or a physiotherapist?
Both practitioners treat musculoskeletal pain, but they use different approaches. Chiropractors focus on spinal adjustments and joint mobilization to restore alignment and relieve nerve pressure. Physiotherapists use manual therapy, targeted exercises, and modalities to restore movement and rebuild strength. At Phoenix Rehab, many patients see both for coordinated care — your initial assessment will help determine the right plan for your needs.
What should I expect during my first Acupuncture/TCM assessment?
Your first Chinese Medicine (TCM) appointment involves a whole-pattern assessment. In addition to discussing your specific symptoms, your practitioner may examine your tongue and check your pulse—these are traditional diagnostic tools used to understand your body's overall balance. Treatment may include acupuncture needles (which are hair-thin and generally painless), cupping, or moxibustion, matched to your specific pattern.
Preparing for Your Visit
Where can I park?
We offer plenty of free parking directly outside our Burnaby clinic. You won't have to worry about finding a spot or paying for parking when you visit us.
What type of clothing is recommended for my session?
For physiotherapy, chiropractic, or kinesiology, please wear loose athletic clothing like shorts and a tank top so we can easily assess the area. For acupuncture or massage, you will be draped appropriately so wear whatever is comfortable to arrive in.
Can't find what you're looking for?
Our front desk team is always happy to help you navigate your coverage and booking.
Helpful Next Pages
Go directly to the coverage, service, or contact page that matches your question.
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Reclaim your strength, movement, and wellness. Your journey begins here at Phoenix Rehab.
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