FAQs

Frequently Asked Questions

Q: What makes Therapia different than physiotherapy clinics in my area?

Therapia is designed with your convenience, flexibility, and unique rehabilitation needs in mind. We are experts in Home Physiotherapy, where you are matched with an ideal physiotherapist based on your specific condition, impairment, or injury. You choose the time and location, and your therapist will visit you at your convenience. Similar to traditional private clinics, our physiotherapists provide high quality care and Therapia provides receipts for the treatment sessions you have booked, so you can get quickly reimbursed by your insurance company.

Click here for the top 5 reasons why home physiotherapy works better.

Q: How do I book an appointment with a physiotherapist?

  1. After our simple sign up, select your type of injury or condition. Next, select a day and time-frame that is most convenient for you. Then submit your credit card through our secure payment processing and you’re done! You’ll receive an email confirming the day, time and treating therapist.
  2. If you’d prefer to speak with our receptionist, simply call us at (416) 526-6933.

Q: Is my treatment covered by insurance?

Physiotherapy treatment is covered by most third-party insurers. However, it is not covered by provincial health insurance plans or workers compensation plans

Q: How do I get reimbursed by my insurance company for treatment sessions?

After you’ve completed your session, you can view and/or print your receipt which is available the day after your appointment. Once printed, the receipt can be submitted for a claim to your insurance company. Simply log in to your account to get your receipts.

For your convenience, you can download pdf versions of most extended health insurance claim forms here.

Q: How do I book an appointment with the same physiotherapist I’ve had in the past?

We recognize the importance of the provider-patient relationship. Physiotherapists that you have booked with in the past will be highlighted when you log in to book follow-up appointments. You can select a previous therapist, or you have the option of changing to a new therapist. If you select a new therapist, he or she will perform a complete evaluation in order to ensure that your treatment plan continues to be appropriate.

Q: What happens if I have to cancel an appointment?

Life gets busy and things come up, so we keep cancellations simple. Through the ‘My Appointments’ tab, select ‘Pending Appointments’. Then click on the appointment you wish to cancel and follow the links. Appointments must be cancelled through the platform, not through email. Please note, appointments cancelled with less than 24 hours prior to a scheduled session will be charged the full amount indicated at the time of booking.

Q: My physiotherapist did not show up at the scheduled appointment time. What do I do?

Please provide your physical therapist up to 15 min of grace time in the event of unanticipated delays due to traffic, weather, etc. While our therapists strive to be punctual and professional at all times, there are certain circumstances beyond their control. In the event that a therapist does not attend the session or is more than 30 min late, you have the opportunity to continue with the late appointment, reschedule, or obtain a refund. For reschedules or refunds, you will not be charged for that particular session. Please take the time to reflect your experience in your therapist session rating.

Q: How are physiotherapists selected for Therapia?

All Therapia home physiotherapists are registered and in good standing with their respective College of Physiotherapists. We vet every therapist who wishes to join our community and carefully review their credentials and identity. Through a reiterative and detailed process of information gathering, we strive to provide you with the highest quality of therapists. Patients with specific conditions or injuries are matched with physiotherapists who have the relevant experience and training in those areas.

Q: How do I prepare for my physiotherapy appointment? What do I need?

Please click here for details.

Q: What happens at my appointments?

Physiotherapists are highly educated health professionals who are specially trained to assess patients for orthopaedic, neurological and cardiovascular conditions; arrive at an accurate diagnosis; develop a treatment plan; and proceed to apply the recommended treatment.
Your first visit consists primarily of the initial assessment which includes the taking of the history of your injury, physical tests, and the discussion of your diagnosis and a plan to get you better. In many cases, your physiotherapist can start right into some treatment if time permits.
Treatments may typically involve education and advice about your problem, manual (or hands on) therapy, and an exercise prescription.
Treatment sessions are approximately 45 minutes in duration.

Q: Can I pay with cash?

Therapia only accepts payments via Visa and Mastercard. Payment information is entered as you book your first appointment. For your convenience, this information is used for future physiotherapy sessions, unless you specifically choose to change your credit card information.

Q: Do I have to leave a tip?

By college guidelines, physiotherapists are not able to accept gratuities. We do however encourage you to speak out about an exceptional experience you’ve had with your therapist. Thank your therapist at your next session, tell your family and friends about Therapia, and be sure to give your physiotherapist the rating they deserve when prompted on our platform.

Q: How quickly can I have a physiotherapist see me for treatment?

You can book an in home physiotherapy appointment with available therapists in your area usually within 24 hours, and often the same day.

Q: What happens after I book an appointment?

After you book an appointment, you will receive a confirmation email outlining the name of your therapist and details regarding date and time. A reminder email will be sent to you approximately 48 hours prior to your appointment time.

Q: Can I have a physiotherapist come to both my home and my office?

You can select any treatment location you’d like, however Therapia currently allows each patient to have one address associated with their account. If you require treatment at additional locations then please contact us and we’ll help you make the appropriate arrangements.

Q: How do the therapists know what has occurred at previous treatment sessions?

Therapia’s safe and secure electronic medical record documentation system keeps a log of your previous appointments and the therapy notes associated with each session. Only your physiotherapist can access these notes, as well as other therapists that you book future sessions with.

Q: I forgot my password. How can I log back into the platform?

Simply click on the “Forgot Password” link on the login page. An email will be sent to you allowing you to reset the password. Please note that the password reset link is only valid for 6 hours, after which you will have to resend your request by again clicking “Forgot Password” on the login page.

Q: How do I access/obtain my medical records?

If you wish to view or obtain your medical records, please email us at info@therapia.com. We will get in touch with you as soon as possible, confirm your identity with a few security questions, and then provide the information you have requested.

Q: What can physiotherapy treat?

Click here for common conditions that is effectively treated with physiotherapy.

Do you have questions about Therapia? Send them to info@therapia.com, and we’ll add the most frequently-asked questions here.