101 - 450 E. Columbia Street
New Westminster, BC

V3L 3X5

Tel: 604-553-1203
Fax: 604-553-1204

contact@royalcityphysio.com

HOURS

MONDAY

9:00AM - 7:00PM

TUESDAY - FRIDAY

7:00AM - 7:00PM

SATURDAY

​7:00AM - 1:00PM

 

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© 2020 ROYAL CITY PHYSIO all rights reserved.

COVID-19: Royal City Physio's Response

March 17, 2020

March 25, 2020:

 

Dear Royal City Physio Clients,

 

This past week has been difficult with the influx of information and recommendations from government health officials regarding COVID-19. It is with heavy hearts that we made the early decision to temporarily close the clinic as of March 18th for the safety of our patients, staff and community.

In this uncertain time, we want to assure you that our physiotherapists are still here to help you! In accordance with the province’s recommendations for social distancing, we have now set-up Tele-Rehab physiotherapy sessions.  

 

Over the past week, we have received many questions from patients about the future of their course of treatment. We have done our best to try to answer all of your questions below. 
 

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 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 and Medavie Blue Cross. 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 here.

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 Stripe’s payment processing platform, similar to storing a card on Amazon. Neither Royal City 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, phone) with a camera and microphone.

  • 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 either Jane, Physitrack, or Zoom as our video platforms, all of which offer end-to-end encryption and are 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 (604) 553-1203 or email us at contact@royalcityphysio.com or contact your physiotherapist directly at their email found here.

 

Our phone lines will continue to be answered between 10 am- 2 pm 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!

Karen Nichol and the Royal City Physio Team

 

March 17, 2020: 

 

Dear Royal City Physio Clients,

 

Here in BC we see things changing on a day to day basis, and so must we do the same in response. To align with our social responsibility, and for the health and safety of our community, we have decided to temporarily close our clinic, effective March 18, 2020. We plan to reopen on March 31, 2020, however please stay connected to our social media, and double check our website for updates. 

 

During this time, you can still book and/or re-schedule future appointments online, or by phoning us at ​(604) 553-1203. We urge everyone in our community to continue practicing safe social habits, and stay as healthy as possible. We will be rolling out a series of activities that you can safely do from home through our social media profiles, stay connected on Instagram, Facebook and/or Twitter

 

If you have any specific questions about your injuries or rehab program, our physios are more than happy to answer your questions via email. Just click on your physio's name below:

 

KAREN     JAYME    STEPHEN    SHENISE    DAN

 

If you have any questions or concerns, please do not hesitate to contact us. We thank you for your patience and understanding. 

Royal City Physio Team

 

March 14, 2020: 

 

Dear Royal City Physio Clients,

As we navigate the impact of the coronavirus (COVID-19), the health and safety our clients and staff is our highest priority. We are committed to being proactive and we want to assure you that we are following the appropriate protocols to maintain the health and safety of our facility, patients and staff.

CLINIC CLEANING:
We are taking extra precautions in cleaning patient treatment areas including thorough wiping down of treatment beds and replacement of pillow cases and towels in between each appointment.  We have also increased the frequency of cleaning at our clinic by making sure that frequently used items/equipment such as door handles, exercise equipment, bikes, and bathrooms are disinfected on an hourly basis. 

PHYSIOTHERAPISTS & STAFF:
All of the staff at Royal City Physio are implementing enhanced hand-washing protocols, by ensuring that they are washing their hands before and after each client interaction. We also want to assure you that any staff member who is not feeling well, will not be coming into work at the clinic. 

OUR CLIENTS: 
We are asking our patients to assist us in maintaining these health and safety standards by adhering to the following:
 

  • If you are feeling unwell, please stay home! Throughout this time, we will be more lenient with our 24-hour cancellation policy if it is related to patients feeling sick. You can reschedule your appointment online or by contacting our reception at (604) 553-1203.

  • Wash your hands with soap and water or alcohol-based hand sanitizer, before and after your visit at our clinic. We ask that anyone who enters our clinic (including friends and family accompanying the patient) to please use the alcohol-based hand gel that we have stationed at our front desk.

  • Cover your mouth and nose with your arm or a tissue when you sneeze or cough. 
     

If you have any questions or concerns, please do not hesitate to contact us. We will continue to monitor the situation closely to ensure that we are taking the appropriate precautions in alignment with the Public Health Agency of Canada and the World Health Organization. We thank you for your patience and understanding and will continue to provide you with any pertinent updates. 

Royal City Physio Team

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