CLINIC POLICIES
 

SAFETY MEASURES DURING COVID-19:


Our most important priority is the health and safety of our patients, their families and our staff. Here are some of the health and safety measures that we have updated and continued

  • All staff who have a temperature above 37.4 can not be scheduled to work.

  • Each patient ends the room needs to be cleaned for disinfection.

  • All computers, telephones, countertops are disinfected with disinfectants.

  • All staff must be trained to wear correct masks.

  • Temperature checks – We will be taking our staff’s temperature upon arrival to ensure your safety. We will also be taking guest temperatures before entering. If you or anyone in your household has a fever or has been sick, We ask that you kindly reschedule your appointment.

  • Mandatory to wear a mask - Our staff will be wearing masks for your protection. We ask that please arrive wearing a mask.

  • Capacity Restrictions – We have restricted the number of people in our clinic. These new guidelines have required us to adjust schedules and limit the number of services, We do not offer package deals anymore. We are working as quickly as we can to accommodate requests and appreciate your patience.

  • No Guests – We ask that you arrive by yourself to all appointments. Additional guests will be asked to wait outside.

  • Limit your personal belongings.

  • For patients considered to be at High Risk, we suggest you talk to your family doctor before booking any appointments and following government guidelines.

  • Please complete the COVID-19 pre-screening sent via email two hours prior to your appointment.
     

PATIENT BEHAVIOR:

  • Our clinic does NOT accept rude and offensive behaviours (verbal abuse, violence, threats, harassment, and damaging the property). You will be asked to leave.


ICBC PATIENT:

  • It is your responsibility to book your upcoming appointments to fit your schedule. We don't pre-book your spots without your agreement.

  • Please ask our receptionist or book online for an upcoming appointment to secure your spot in advance. Do NOT assume your upcoming appointment will be a consistent date/time without booking your appointment.
     

ACUPUNCTURE & TCM PATIENT (TREATMENT LENGTH):

  • Your booking time for Acupuncture & TCM treatment is an average range only and is certain to vary in any situation.


WSBC PATIENT:

  • We do not take WSBC patients for RMT.

CANCELLATION POLICY:

  • Your appointment time is reserved just for you. Late cancellation or missed visit leaves a hole in the therapists' day that could have been filled by another patient. If you need to cancel or reschedule your appointment, a 24-hour notice is required. Missed or cancelled appointments with less than 24 hours' notice will incur a fee of 100% of the charge for the scheduled appointment.

  • We DO NOT direct bill insurance companies for Missed/No Show appointments. A receipt may be issued stating that payment was received for a Missed/No Show appointment only.

  • Please Note: Not receiving an automated reminder is NOT an acceptable excuse for missing an appointment. These automated reminders should be considered a “bonus” to keep you on track with your schedule and should not be relied upon as your sole method of knowing when your appointment is. Also, It is your responsibility to provide us with a valid email/phone number to receive the reminder.

DIRECT BILLING AND INSURANCE INFORMATION:

  • Since the pandemic, existing patients whose insurance may have changed are required to update their Direct Billing Authorization form before coming to their treatment.

  • All NEW patients please fill out our Direct Billing Authorization form. By signing our Direct Billing Authorization form you agree to pay your therapist any amounts not covered by your policy.

  • Please, let our staff know if you have more than one policy coverage. We can submit your primary insurance first until it runs-out, before using your secondary insurance.

  • We do not direct-bill WSBC for Acupuncture & TCM treatments.

PAYMENTS:

  • We accept all forms of payment. (Visa, Master Card, Debit, Cash)

  • We offer a contactless payments option.