Frequently asked questions

Do I need a doctor's referral?

Physiotherapists are trained as primary health care professionals, and as such, we do not require a referral to diagnose and treat patients. However, some health plans only cover physiotherapy services if a doctor’s referral is provided. Please call or visit and we will be happy to check if your insurance coverage requires a referral.

What should I expect at my initial assessment?

Please arrive 10 minutes early for your assessment to fill out a general health questionnaire and other housekeeping paperwork. You can fill out paper work here and submit it to the receptionist online.

For your first appointment, please bring your insurance information, a list of your medications and any other health information that be helpful for us to know about (i.e. x-ray or MRI reports).

The appointment will last approximately 45 minutes and will involve the physiotherapist assessing your movement, strength, nerve function, and ensuring that no serious health issues or complications will arise from treatment. For vestibular assessments, please arrange a ride home with a family member or friend in case you experience any dizziness or lightheadedness.

What should I wear to my appointment?

Please wear comfortable, loose-fitting clothing. It is also ideal to be able to expose the body area you would like assessed. For your comfort, all assessments are done in private rooms

How and when do I pay for treatments?

Private/company insurance claims Most insurance companies allow for direct billing. In these cases, we are able to call your insurance company and bill your company directly for payments as long as you provide us with your plan number. If your provider covers a certain percentage of your treatment, you will be required to pay the remaining balance. Payment can be made by the end of the treatment week. For massage therapy under private or company insurance/health plans, we require payment up front, but will provide you with an insurance receipt so you can be reimbursed. WSIB or motor vehicle accident claims For WSIB and motor vehicle accident insurance, we are able to bill physiotherapy and massage therapy directly. We also accept payment via cash, debit and credit (Visa and Mastercard).

Are physiotherapy services covered by OHIP?

Like many clinics, Thrive does not currently provide OHIP physiotherapy services. OHIP Physiotherapy is only provided at designated clinics, which may have longer waiting times. In addition, OHIP coverage is only available if you are over 65 or under 19, OR are on ODSP or Ontario Works, OR have spent the night admitted in a hospital for the injury of concern, and can provide a doctor’s referral for the injury

I don't have much insurance coverage for physiotherapy, is it enough?

Insurance plans are not designed with an individual or complex injuries in mind, and therefore they can often seem inadequate for your issue. Here at Thrive Physio, we will try our best to work within your coverage limits, whatever they may be. Please come see us or call us for a free 15-minute consultation during which we will be able to advise you whether we think your coverage would be appropriate for your injury, or if any additional treatments would be needed.

How far in advance should I book my appointment?

We appreciate bookings ahead of time, especially if there is a time slot you prefer. But you are more than welcome to book same-day appointments for physiotherapy and massage.

Can I request a specific physiotherapist?

Yes! We are more than happy to accommodate any preferences, subject to the therapist’s availability

Does acupuncture hurt?

Though you may feel anxiety, acupuncture needles are designed to be thin and flexible so that they do not puncture the skin and break blood vessels like regular needles. Instead, they slide in between skin cells, causing little to no pain.

What is your privacy policy?

All patient information is kept private and secure under the Ontario PHIPA (Personal Health Information Protection Act, 2004). If we need to contact your physician or insurance company, we would require you to sign a consent form. If you do not give us consent, then we will not discuss your injuries with anyone.

What is your cancellation policy?

24 hours notice via email or phone is appreciated. A $25 cancellation fee may apply if adequate notice is not provided.

Where can I Park?

There are a limited number of parking spaces at the rear of the building; however, free parking can also be found on nearby side streets (Charlton and Alexander). Otherwise, inexpensive paid parking is available directly in front of our building on Locke Street (free after 6pm on most weeknights).

I have a pelvic floor assessment, what should I anticipate?

When you book a pelvic floor assessment, you will be sent a detailed questionnaire via email to help give your physiotherapist an in-depth understanding about your pelvic health history, past and current symptoms and your relevant health habits. You are welcome to email this questionnaire back to us or bring it in with you to your appointment.

Your appointment will take approximately one hour, and will involve a physical examination, which includes a vaginal and/or rectal assessment of your pelvic floor, as needed.  Your therapist is trained in how to complete this examination with minimal discomfort to you, and will discuss your comfort level before proceeding. Please note that you will be draped appropriately to have your modesty preserved to the highest degree. If you have any concerns or questions regarding your appointment, please feel free to give us a call or email us and we will be happy to address them.


Thrive With us

Hamiltons award winning physiotherapy clinic

Monday8:00am – 8:00pm
Tuesday8:00am – 8:00pm
Wednesday8:00am – 8:00pm
Thursday9:00am – 8:00pm
Friday8:30am – 5:00pm
Saturday9:00am – 1:00pm