We have made a number of adjustments to our appointment procedures to ensure the safety of our clients, community, and clinic team.

Please review the steps below that need to be followed before, during, and after each in-person appointment at our clinics. We are incredibly appreciative of your willingness to follow these standards to promote the health and safety of everyone! We would hug you if we could

Our COVID-19 Appointment Protocol

Patient Forms

Before your appointment, we will require you to complete an online ‘Client Screening Questionnaire’

COVID-19 symptoms can change rapidly so if anything changes, call us.  This form ensures you are an appropriate candidate for in-person care, and are comfortable with the risks associated with an in-person appointment.

You will be able to access this form via our Email Appointment Reminders that get sent 48-hours in advance of your appointment as well as found on our website.

White Rose Drive Patient Form
Rowan Street Patient Form

Arrival at the Clinic

Arrive 5 minutes prior to your appointment and call us.

Please wait outside the clinic or in your vehicle until a member of our admin team call you when we’re ready for you.

If you don’t have a cell phone (you rebel!), please wait outside the clinic within view of our front desk so we can wave you in. If you have a visual impairment, we will come to the door to call you in.


Know that it is MANDATORY to wear a face mask for everyone who enters the clinic. Bring your own mask (which can be either cloth, paper). If you don’t have a mask, please let our admin team know when they call you in so you can purchase one for $2.00 upon your arrival.

PLEASE ENSURE THAT YOUR MASK IS ON AS YOU ENTER THE CLINIC. If you refuse to wear a mask, you will not be allowed into the clinic.

Bring Others to your Appointment

Unfortunately, no one will be allowed to accompany you to your appointment at this time, unless you’re under the age of 16 and require a parent/guardian, OR you would typically have an assistant with you for safety or mobility concerns.

New moms call the clinic prior to your appointment to discuss. If someone needs to accompany you, please let our admin team know in advance so we can ensure that this person also completes our ‘Client Screening Questionnaire’.

Hand Sanitizing / Washing

Once you have entered the clinic, you must stop at the hand sanitizing station and sanitize your hands. Please ensure that a member of our team is watching as we need to document that your hands have been cleaned (sorry, we’ll ensure it doesn’t feel creepy). If we are providing you with a mask, please place the mask on immediately AFTER sanitizing your hands.

If you would rather sing “Happy Birthday” twice while scrubbing your hands with hot water and soap, please let us know so we can assist you. We have some amazing vocalists on our team

Our Admin Team will look after the billing prior to bringing you to the treatment room.

Sorry but you will notice that we had to remove all the magazine’s.

Always remember social distancing.  But no worries, we will give you guidance with all of this in the clinic.


We strongly encourage you to use your washroom at home or work prior to leaving for your appointment. If you do need to use the washroom, please let a member of our team know so that we can thoroughly sanitize the washroom afterwards.

During your Physio Appointment

Your physiotherapist will enter the room wearing a mask. If we normally shake your hand, we’ll do an air High-Five or wave in place of it. The appointment itself will take place fully in the treatment room – only under specific circumstances will clients be using our gym space. This may mean that certain equipment will be brought into the room for use during the appointment. All equipment is thoroughly sanitized after each use.

What to Expect of Us

  • For the protection of all us, your therapist and our staff will be wearing a surgical mask.  If other items are necessary to be used during your treatment we will do so (e.g. gloves, gown, face shield).
  • We will be doing regular cleaning and disinfecting of all high touch points throughout the day.  All direct patient care areas will be disinfected between each patient.
  • Your treatment session will be 1:1.

Leaving your Appointment

  • You can book your follow up appointment or use our online booking from home or work.
  • Sanitize your hands before leaving the clinic.