FAQ
Some people call us for themselves, others are arranging care for someone they love — and most are doing it for the first time. If your question isn't answered here, phone us. We'd rather talk it through than have you guess.
Do we need a doctor's referral?
In most cases, no. Physiotherapy, occupational therapy, and kinesiology can all be started without a physician's referral. Some extended health plans and funding programs do require one before they will reimburse, so we check this with you before the first visit rather than leaving you to find out later.
How soon can someone come out?
Once you request an assessment, we confirm the details and match you with a clinician who already works in your area. Timing depends on availability in that catchment, so we give you a firm date on that call rather than a promise we can't keep.
Which discipline is the right one?
You don't need to work this out on your own. Broadly: physiotherapy for mobility, strength, balance and pain; occupational therapy for daily tasks, home safety and equipment; kinesiology for building and maintaining strength over the longer term. Many people end up using more than one. Tell us what's happening and we'll advise honestly, including when we think you don't need us yet.
What if they're reluctant about therapy?
This comes up often, and it's usually less about the therapy than about what accepting help seems to signify. It sometimes helps that nobody has to go anywhere or be seen struggling in a waiting room — a clinician simply comes to the house. We're used to first visits where someone is unconvinced, and we don't push. The assessment is a conversation, and the client decides what happens next.
Do you treat sports injuries?
Not generally — our focus is older adults and age-related mobility, strength, balance, and recovery. The exception is when an injury has left someone housebound and unable to get to a clinic; in that case we can help.
Do you visit retirement communities, assisted living, and hospitals?
Yes. Our physiotherapists, occupational therapists, and kinesiologists regularly see clients in retirement communities, assisted living facilities, and hospitals, as well as in private homes.
What happens during the first visit?
Your clinician assesses strength, balance, pain, and mobility, and looks at the home itself — stairs, bathrooms, thresholds, and the routines of daily life. They talk goals through with the client, and with anyone else the client wants involved, then build a care plan. Treatment usually begins in that same visit.
Do clinicians bring equipment with them?
Clinicians bring what they need to assess and treat. If equipment in the home would help — a walker, grab bars, a bath seat, a raised toilet seat — an occupational therapist can assess for it, recommend the right option, and help arrange it.
Can family members be there during visits?
Yes, and we encourage it where the client wants them there. Family members and caregivers often become part of the plan — learning the exercises, understanding what to watch for, and knowing how to help safely between visits.
What if I'm arranging this from another city?
A great many of our calls come from people organising care from somewhere else, and it's one of the reasons in-home care works well. With the client's consent, the clinician can keep you updated on how things are going and what to watch for, so you aren't relying on being told everything is fine.
Can you help after a hospital discharge?
Yes, and it's one of the most common reasons people call. The weeks straight after discharge matter a great deal — strength drops quickly during a hospital stay, and the home may not yet be set up for how someone is managing now. We work with discharge planners and case managers regularly.
Is in-home therapy covered by insurance?
Provincial health plans do not cover in-home physiotherapy, occupational therapy, or kinesiology. Most extended health and private insurance plans do, and funding is available through Veterans Affairs Canada for eligible clients. Where your plan allows it, we direct-bill your insurer or Veterans Affairs so you're not paying out of pocket up front — this varies by insurer and province, and we confirm exactly what applies to you before your first visit.
How much does it cost?
It depends on the discipline and where you live, since rates vary by region. Current rates for your area are set out on our Rates & Billing page, along with how private insurance, direct billing and Veterans Affairs Canada coverage work.
How many visits will be needed?
There's no set number, and anyone who quotes one before assessing should be treated with suspicion. Your clinician will give you a realistic picture after the first visit and revisit it as things progress. Some people need a short block of care after surgery; others prefer ongoing visits to hold onto strength.
What if we need to cancel a visit?
Your appointment time is reserved just for you, so a late cancellation or missed visit leaves a gap in your therapist's day that can't be filled. Please give us at least 24 hours' notice if you need to cancel or reschedule. A cancellation within 24 hours of your appointment is subject to a cancellation fee, and if you cancel once the therapist has already arrived at your home, the full session fee applies.
Call us Monday to Friday, 9am to 5pm, and we'll answer it properly.
Call 1-855-855-0550
