Frequently Asked Questions
General Clinic Questions
Do you offer direct billing for insurance?
Yes. Start Line Health offers direct billing to most major insurance providers to help make treatment more accessible and convenient.
Do you offer virtual care?
Yes. We offer Telehealth video sessions, allowing you to connect with a practitioner from your home using a computer, tablet, or smartphone. Virtual care is a flexible option for certain types of assessments, follow-ups, and guided treatment.
What is your cancellation policy?
We require at least 24 hours’ notice if you need to cancel or reschedule your appointment. Appointments cancelled with less than 24 hours’ notice may be subject to a $40 cancellation fee. To cancel or reschedule, please contact the clinic where your appointment is booked.
What types of clients do you serve?
Start Line Health works with a variety of clients, including:
· Private pay patients MSP (where applicable)
· ICBC claims
· WorkSafeBC claims
· RCMP
· DVA/DND
If you have questions about your specific situation, our team can help guide you.
What happens during my first appointment?
Your first visit is an initial assessment.
During this appointment, your practitioner will:
· Review your medical history and current symptoms
· Perform a physical assessment based on your condition
· Identify the likely cause of your issue
· Begin developing a treatment plan tailored to your needs
We recommend arriving 15 minutes early to complete any necessary paperwork.
What should I wear to my appointment?
Wear clothing that allows easy access to the area being assessed or treated.
We recommend:
· Loose-fitting clothing
· Shorts (for lower body concerns)
· A tank top or sports bra (for upper body concerns)
This helps ensure your practitioner can properly assess movement and apply treatment as needed.
What should I bring to my first appointment?
Please bring the following, if applicable:
· Your health card
· A list of current medications
· Any relevant imaging (X-rays, MRI reports, etc.)
· A doctor’s referral (if you have one)
· Your insurance card (for direct billing)
· Claim number (if covered by ICBC or WorkSafeBC)
What do I need to start therapy after an ICBC accident?
Please bring the following to your first appointment:
· Claim number
· Accident date
· Personal Health Number (PHN)
· Doctor’s referral (recommended but not required within 12 weeks of the accident)
· Lawyer contact information (if applicable)
What do I need to start therapy after a WorkSafeBC injury?
Please bring:
· Claim number
· Injury date
· Personal Health Number (PHN)
· Doctor’s referral (recommended but not required within 60 days of the injury)
· Employer contact information and job description
Do I need a referral to book physiotherapy?
In most cases, no referral is required. You can book directly with Start Line Health. Some insurance providers may require a referral for reimbursement, so it’s always a good idea to check your policy.
How do I know which service I need?
You don’t need to know exactly which service is right before booking.
Our team will assess your condition and guide you toward the most appropriate treatment, whether that involves physiotherapy, injection therapy, acupuncture, or a combination of services.
How many sessions will I need?
The number of sessions depends on your condition, your goals, and how your body responds to treatment.
Your practitioner will provide a recommended plan after your initial assessment.
Do you offer treatment for chronic pain?
Yes. Start Line Health works with patients experiencing both acute and chronic pain conditions.
Treatment plans are designed to address the underlying cause of pain while improving mobility, strength, and overall function.
What conditions do you treat?
We treat a wide range of conditions, including:
· Back and neck pain
· Tendonitis and overuse injuries
· Joint injuries
· Sports injuries
· Mobility limitations
· Chronic pain conditions
Still Have Questions?
If you have additional questions or would like help booking your appointment, our team is here to assist you.
