FAQ

Frequently Asked Questions

How do I book my appointments?


Please call 613-800-8300 or email us at info@newuphysio.com to book your first appointment. You may also book your appointments at the clinic with our receptionist after your visit. We will also help you set up a username and password which will give you access to our online portal to access your appointments and exercises. Please note that the online booking feature is currently disabled due to COVID restrictions.




There is no availabilities online or none that suits my needs for an assessment/treatment. What do I do?


Please call 613-800-8300. We keep weekly and emergency appointments slots open for these situations in order to provide better patient care. It also allows us to provide timely appointments to our clientele and to better manage our waiting list.




Do I have to book through the online portal?


No. You do not have to book through the online portal. You may call at 613-800-8300 and a receptionist will help you book your appointment, or you can book after you visit with your physiotherapist or the receptionist.




Do I need a Doctor's referral?


No, you do not need a Doctor's referral to see a Physiotherapist as we are primary health care providers. On the other hand, please check with your health insurance provider as they sometimes require a doctor’s referral for reimbursement of physiotherapy services.




How do I prepare for my first appointment?


Please fill out the Initial Assessment Intake Form and the COVID-19 Consent Form which will be sent to you in our welcome email.

If you need to change prior to your appointment, you may use our bathrooms or treatment rooms to change. Notify the front desk receptionist and she will let you know which room is available.

Lower body injury: please bring a pair of shorts.

Upper body injury: please bring a tank top or shirt.

Neck/head/jaw issues: please do not wear a collared shirt or turtleneck. Please bring your splint or mouthguard, if you have one.




What forms of payments do you accept and do you offer direct billing?


We accept exact cash, Interact or Visa/Mastercard.

We offer direct billing for Blue Cross patients (Canadian Armed Forces, RCMP and Veterans Affairs) and also for Motor Vehicle Accident (MVA) patients.




What is your cancellation policy?


You may cancel your appointments up to 24hr prior to your appointment time in your online portal or by calling. If you are within the 24hr window, you must call to cancel your appointment.

Please note that there is a late cancellation fee of 35$ (1/2hr appointment) and 70$ (hour appointment) for a missed appointment or late cancellation in order to better meet the needs of our patient population and to respect the patients who are on a waiting list. There are no cancellation fees for late cancellations due to COVID-19 related reasons.