Booking & Policies
You can easily manage your schedule through our online booking portal. You will be able to book, reschedule, or cancel your appointments directly through your account at any time.
Absolutely! We encourage a collaborative approach to your recovery. You can book back-to-back sessions with different practitioners on the same day to maximize your visit and enhance your treatment outcomes.
To avoid fees, please cancel or reschedule via our online booking portal, by calling us at (778) 379-9888, or by email. We require a minimum of 24 hours' notice for any cancellations or rescheduling.
- Late Cancellations: If you cancel with less than 24 hours' notice or miss your appointment, a cancellation fee equal to the full cost of the scheduled treatment will be charged to the card on file.
- Late Arrivals: If you arrive late, your session may be shortened to accommodate others, but you will be responsible for the full session fee.
- Insurance Coverage: Please be aware that insurance providers (including Extended Health Plans and ICBC) do not cover fees for missed appointments or late cancellations.
Yes! We are proud to serve our diverse community. Many of our practitioners and front desk staff are fluent in Mandarin and Cantonese. Please let us know your language preference when booking so we can match you with the right team member.
Insurance & Direct Billing
Yes! We offer direct billing to most major extended health insurance providers, including Pacific Blue Cross, Canada Life (formerly Great-West Life), Sun Life, Manulife, Green Shield Canada, and Medavie Blue Cross. Once your first appointment is booked, you'll receive an intake form via email that includes the full list of insurers we can bill directly.
If you would like us to direct bill your insurance provider, please have the following ready:
- Your policy number and member ID as listed on your insurance card
- Your date of birth
- If you are not the primary cardholder, please provide the first and last name and date of birth of the primary cardholder
- A doctor's referral is not usually required; however, some extended health plans may request one for reimbursement.
Once you've booked your first appointment, you will automatically receive an intake form via email to upload a photo of your insurance card.
Yes. If you qualify for MSP Supplementary Benefits, you may receive up to 10 partially subsidized visits per calendar year. Covered services include:
- Physiotherapy
- Acupuncture
- Chiropractic care
MSP provides $23 per visit, and you only pay the remaining user fee. To check your eligibility, please call us at (778) 379-9888.
A referral is not required to book most services. However, some insurance plans may require one for reimbursement. We recommend contacting your insurance provider directly to confirm.
Yes, partially. Through MSP Premium Assistance (Supplementary Benefits), eligible BC residents can receive up to 10 subsidized physiotherapy visits per calendar year. MSP covers $23 per visit, and you pay only the remaining user fee. At Phoenix Rehab, we handle the MSP billing directly. Call us at (778) 379-9888 to check your eligibility.
Yes. Under MSP Premium Assistance (Supplementary Benefits), eligible BC residents can receive up to 10 subsidized acupuncture visits per calendar year at $23 per visit. Most extended health insurance plans also cover acupuncture — we offer direct billing so you pay little to nothing out of pocket.
Yes, partially. MSP Premium Assistance (Supplementary Benefits) covers up to 10 chiropractic visits per year at $23 per visit for eligible residents. ICBC Enhanced Care also provides 25 pre-approved chiropractic sessions for motor vehicle accident injuries. Most extended health insurance plans cover chiropractic care with direct billing available at our clinic.
ICBC & WorkSafeBC
Yes, we accept ICBC Enhanced Care claims for patients injured in motor vehicle accidents.
With an approved claim, you are pre-approved for the following within 12 weeks of your accident date:
- Physiotherapy: 25 sessions
- Chiropractic: 25 sessions
- Massage (RMT): 12 sessions
- Kinesiology: 12 sessions
- Acupuncture: 12 sessions
- Counselling: 12 sessions
We bill ICBC directly at their approved rates—no user fees are charged for covered sessions.
Yes. Under ICBC Enhanced Care, you are pre-approved for 12 acupuncture sessions within 12 weeks of your accident date. ICBC covers the full cost — there are no user fees for covered sessions. We bill ICBC directly, so you pay nothing out of pocket. No referral is needed to start treatment.
Yes, we accept WSBC clients. Before booking your appointment, please ensure that you have an approved WSBC claim number and that your claim is active and accepted for the type of treatment you're seeking.
In most cases, a Physiotherapy Initial Assessment can be completed without prior approval from your claim owner, as long as it takes place within 60 days of your injury date.
All WSBC-related treatments are directly billed to WorkSafeBC. WSBC does not cover missed appointments or late cancellations.
Treatments & Clinic Experience
For ICBC claims, we typically recommend starting with an initial assessment with one of our Physiotherapists or Chiropractors. They can diagnose your injuries and create a comprehensive treatment plan. Because we are a multidisciplinary clinic, your lead practitioner can seamlessly refer you to our Kinesiologists for active rehab, RMTs for soft tissue release, or Acupuncturists for pain management, ensuring your entire recovery is coordinated under one roof.
Physiotherapy focuses on diagnosing acute injuries, reducing immediate pain, and restoring basic function using manual therapy and specific exercises. Kinesiology (active rehabilitation) usually follows physiotherapy. Once your acute pain has settled, a Kinesiologist will guide you through a customized, movement-based exercise program to rebuild your strength, endurance, and prevent future injuries.
Physiotherapy session fees in BC vary depending on the type and length of treatment. Many patients at Phoenix Rehab pay nothing out of pocket because their sessions are covered through ICBC (up to 25 sessions), WorkSafeBC, MSP Premium Assistance ($23/visit subsidy), or extended health insurance with direct billing. For private-pay rates, please contact us at (778) 379-9888.
Both practitioners treat musculoskeletal pain, but they use different approaches. Chiropractors focus on spinal adjustments and joint mobilization to restore alignment and relieve nerve pressure. Physiotherapists use manual therapy, targeted exercises, and modalities to restore movement and rebuild strength. At Phoenix Rehab, many patients see both for comprehensive care — your initial assessment will help determine the best plan for your needs.
Your first Traditional Chinese Medicine (TCM) appointment involves a whole-pattern assessment. In addition to discussing your specific symptoms, your practitioner may examine your tongue and check your pulse—these are traditional diagnostic tools used to understand your body's overall balance. Treatment may include acupuncture needles (which are hair-thin and generally painless), cupping, or moxibustion, matched to your specific pattern.
Preparing for Your Visit
We offer plenty of free parking directly outside our Burnaby clinic. You won't have to worry about finding a spot or paying for parking when you visit us.
For physiotherapy, chiropractic, or kinesiology, please wear loose athletic clothing like shorts and a tank top so we can easily assess the area. For acupuncture or massage, you will be draped appropriately so wear whatever is comfortable to arrive in.
Can't find what you're looking for?
Our front desk team is always happy to help you navigate your coverage and booking.
Ready to start your recovery?
Reclaim your strength, movement, and wellness. Your journey begins here at Phoenix Rehab.
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