FAQs.
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Cancellation Policy
The appointment time is reserved just for you. We ask for 48 hours notice if you need to cancel, change time or reschedule so we can work to allocate that time to another client on our waitlist.
Cancellations 48-24 hours prior to your visit will incur a 50% charge of the visit fee. Under 24 hours or no shows will be charged the full fee.
Thank you for your understanding.
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How long are appointments?
We have the option of 70 or 55 minute initials visits for general physiotherapy.
For pelvic floor related visits, the initials are always 70 minutes. Follow-up visits are 55, 40 or occasionally, 25 minutes. For pelvic appointments the standard times are 55 or 40 minutes for follow-up session — please only book a 25 min follow-up if suggested by your therapist.
Kim Rae offers 90-minute initial appointments and 55-minute follow-ups.
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Do I need to book in advance?
For both Pelvic Floor Physiotherapy and General Physiotherapy, we highly recommend booking 2-3 follow-up appointments right after your initial session. This helps us get your treatment started without delay, ensuring consistent and effective care.
We understand if you're hesitant to "block book," but it's often easier to cancel an appointment if you no longer need it than to try and find a spot last minute. We usually see clients more regularly in the early stages of treatment to establish a solid foundation and help manage symptoms. As you progress and integrate changes into your daily life, we'll then space out your sessions to allow for independent practice and long-term integration. We can always adjust the frequency of these follow-ups after your initial appointment to best suit your needs and progress.
To ensure you can consistently access our Clinical Pilates reformer, we highly recommend block booking 3-5 sessions at the time of your initial assessment if this is your preferred treatment route. Having these sessions scheduled in advance helps us maintain a consistent treatment plan for you, as we only have one reformer in our studio.
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How do I enroll in clinical pilates?
To access Clinical Pilates at our clinic, your journey begins with an initial physiotherapy appointment. This crucial first step ensures that your Clinical Pilates program is a personalized and effective continuation of your overall physiotherapy care, functioning as a key treatment option. You can book an initial Pelvic Floor Physiotherapy, General Physiotherapy, or Clinical Pilates assessment – all of these appointments include a comprehensive history, a thorough movement assessment, and detailed treatment planning. Rest assured, these sessions are billed as physiotherapy.
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Do I have to have an internal exam for pelvic floor physiotherapy?
No, there is no pressure to have an internal examination if you are not comfortable. While an internal exam provides valuable information, you are in control of these sessions and we can assess you in other ways. We often get asked if an internal is possible if you are menstruating and the answer is yes, we see this regularly and this is totally normal for us! If you would prefer not to do an internal then we can work on other things during your visit.
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I’m pregnant, when should I visit for pelvic floor and pregnancy support?
You are welcome to come in at any stage of your pregnancy for support, but we usually recommend the 2nd trimester and again anytime in the lead up to the birth for pregnancy related concerns. If you have any symptoms, pains or concerns please book with us sooner.
For pelvic-related concerns after birth, we recommend booking your check-in around 6 weeks postpartum. You are of course very welcome to come in beforehand for any other concerns.
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Hypermobility and Complex Pain Care
Navigating hypermobility or chronic pain can be a complex journey, and Kim Rae is here to guide you. As a hypermobile individual herself, Kim brings a unique understanding and dedicated approach to helping you find stability and build resilience in your body.
Your initial appointments are intentionally 90 minutes long to give us ample time. This means no rushing, allowing us to thoroughly understand your unique history, movement patterns, and concerns without feeling pressed for time.
Kim's schedule is open two months in advance, and new clients are seen specifically on Fridays. We highly recommend utilizing our waitlist if you don't immediately find an opening that suits you; please keep your waitlist entry updated to receive the most current availability notifications.
To ensure consistent and effective care, especially in the early stages of treatment, we advise booking 2-3 follow-up appointments about a week apart immediately after your initial session. This continuity is crucial for building a solid foundation, and with schedules often booking in advance, it helps avoid significant gaps between your initial assessment and the start of your treatment plan. We can always adjust the frequency of follow-ups as we progress, but this initial plan offers the best pathway to support your healing.
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Strength & Mobility Coaching
The personal training sessions take place at Executive Lifestyles Gym just a few blocks away from our main clinic.
This is because we do not have a full gym at the main clinic and this allows out Strength & Mobility Coach the space and equipment to give you the best movement session!
Single or partner sessions are available with 5 and 10 packs available for big savings. To book the packages please email Nail or reception directly- you can prebook the 5 or 10 visits as single sessions to reserve your spots while the package is being processed.
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Direct billing
We direct bill all major providers including Manulife, Sunlife, Canada Life, Pacific Blue Cross, Chambers of Commerce, and Greenshield amongst others.
Please add your insurance provider to your Jane profile.
Our receptionist will be in touch over the email to gather any additional information needed to submit the claim if it’s missing from your profile. We require your plan or policy number, member ID, the name, date of birth and sex of the primary account holder (for example, if you are covered under a spouse’s plan, then we would require their information to process the claim). Please note we only submit to ONE provider per visit. The detailed receipt will be sent to you so you can submit to any other plans available to you.
All of our services, including Pelvic Floor Physiotherapy and Clinical Pilates are billed as standard Physiotherapy which which can be directly billed.
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Rates
RATES:
Physiotherapy
70 minutes initial visits $205
55 minute initial visits $195
55 minute follow up visit $190
40 minute follow up visit $155
25 minute follow up $110
Kim Rae Jackson- Connect Therapy, Hypermobility and Complex Pain
90 minute initial $295
55 minute follow up $195
25 minute follow up $125
Strength & Mobility Coaching:
Single sessions: $125 + gst
Single 5 pack $600 + gst
Single 10 pack $1110 + gst
Partner session : $185 ($92.5 each) + gst
Partner 5 pack: $800 ($400 each) + gst
Partner 10 pack: $1550 ($775 each) + gst
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Parking and clinic access?
There is meter parking in the area and paid underground parking is accessible on the Willow side. Patients have also reported that you can sometimes find free street parking on 7th Avenue and up at 13th and 16th Avenues.
Enter the building either through the parkade on Willow or the main doors on Broadway.
The clinic is on the 2nd floor.
As our receptionist is off-site, we keep the clinic doors locked while we are in with clients for security and unlock the door a few minutes before your appointment. Please come in at your allotted time.
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Do you see ICBC or WSBC clients?
We want to ensure complete clarity regarding billing for ICBC (Insurance Corporation of British Columbia) and WSBC (WorkSafeBC) claims. Please note that we are not affiliated with ICBC or WSBC.
We welcome clients with ICBC or WSBC claims on the understanding that all sessions must be paid for in full by the client at the time of service. All reports or additional documentation requested for your claim will also be provided at the client's cost.
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Clinic Pup Info
If you're visiting on a Tuesday, Wednesday, Friday, or Saturday between 9 AM and 3 PM, you might just meet our sweet clinic dog, Chula!
She's usually napping peacefully under Kim's desk, but we know not everyone loves dogs as much as we do.
If you have allergies or prefer not to be around dogs, please give us a heads-up when you book, and we'll be happy to make arrangements to keep Chula out of your space.