FAQs

We are currently open the following hours, however we can often accommodate appointments outside of these times if you contact us for availability (call, email or book online).

Mondays: 8:00 am - 8:00 pm

Tuesdays: 8:00 am - 8:00 pm

Wednesdays: 8:00 am - 8:00 pm

Thursdays: 8:00 am - 8:00 pm

Fridays: 8:00 am - 5:00 pm

Saturdays: 10:00 am - 4:00 pm

Most extended health insurance plans cover the partial or full costs of your treatments. We offer direct billing, just bring your card or insurance information to your first appointment if you would like for us to attempt to direct bill for you! Unfortunately we are not able to offer direct billing for Osteopathy at this time, however we can provide you with an invoice with all the information you need in order to submit to insurance. Find more details and a list of covered Insurance Providers here.

Comfortable clothing is recommended for all appointments. Often the area of injury will need to be exposed for your assessment. Therefore, tank tops or sports bras are recommended for shoulder exposure and shorts are recommended for hip, knee and/or ankle exposure. Comfortable shoes are also recommended so you can move well.

If applicable, please bring health history, medication list, Insurance card, doctors referral, imaging or test results or any other documents related to the reason for your visit.

At your first visit your Physiotherapist will spend some time getting to know you and learning about your medical history. Your Physiotherapist will then begin with an in-depth assessment that may include range of motion, strength, fitness, functional movement testing and/or neurological testing. Your Physiotherapist may also assess posture and balance. From this assessment they will work with you to develop the best treatment plan to meet your individual goals and needs.

Nope! No referral is required for your assessment or to begin treatment. However, some extended health insurance plans may require a doctor’s referral in order for reimbursement for your physiotherapy and/or Massage Therapy. If you are unsure please call your insurance provider to determine whether a referral is required for reimbursement.

Twenty-four (24) Hours notice must be given if you need to cancel your scheduled appointment, or if you wish to reschedule, in order to avoid a penalty charge. The portion we are asking you to pay when you cancel or reschedule with less than twenty-four (24) hours notice is to cover our clinician’s costs for the missed time in their schedule that they would have otherwise filled with another patient.

A cancellation is considered late when the appointment is cancelled or rescheduled less than 24 hours but more than two (2) hours before the appointment time. Notice given via phone, email, or in person less than twenty-four (24) hours but more than two (2) hours before a scheduled appointment will result in a fee equal to 50% of the booked appointment value (before applicable taxes).

A non-attendance is when a patient misses an appointment without cancelling, or provides us with less than two (2) hours notice on rescheduling or cancelling. Non-attendance or failure to give two (2) hours notice to cancel or change a scheduled appointment will result in a fee equal to 100% of the booked appointment value (before applicable taxes).

Our administrative team will make every effort to refill your appointment spot, however, in the event that we are unable to, the above fees will be charged. Cancellation fees are payable via the credit card added to your file when acknowledging our cancellation policy. Extended health benefits or any other type of insurance coverage can not be billed for cancellation fees or unattended appointments.

Mulberry Wellness abides by The Personal Health Information Protection Act (PHIPA). PHIPA that went into effect on November 1, 2004 and provides rules for the protection of privacy of the health information of everyone in Ontario. This law governs the collection, use and disclosure of personal health information, while providing flexibility for disclosure of information for health care planning and delivery and risk management. For more information ask us, or read more about PHIPA here.

We have a small parking lot on the north side of the building. There is also free street parking and parking at the park across the street from the clinic.

Direct billing can be set up with most insurance companies so that you don’t have to pay upfront. We also take care of all paperwork and billing for Motor Vehicle Collision. Otherwise, you can pay using:

• Visa/MasterCard/AMEX

• Debit

• Cash

• E-Transfer