Virtual FAQ

Everything You Need To Know!

Virtual FAQ

What is virtual Chiropractic Care & Physiotherapy and how does it work?

Virtual care uses audio and/or video conference technology to provide health care services, such as physio or chiro, to patients who are unable to attend the clinic. This is much like a zoom or facetime call with friends or co-workers, but through a secure, encrypted site.

Prior to your appointment, you will receive an email with a link to your appointment session. This will enable both an audio and video connection between you and your clinician.

You will need to consent to the video session, and may be required to complete paperwork, such as an intake form if you are new to our clinic, prior to your appointment.

If at any time during the session either you or your clinician feel that using electronic communications is limiting the effectiveness or quality of the services provided, we will look to schedule an in-person appointment for when our clinics are once again able to do that safely.

Which services are available via virtual care?

  • Physiotherapy
  • Chiropractic care

What device(s) do I need to access a virtual care appointment? Do I need to install any special software?

A laptop, smartphone (Android or iPhone) or tablet (such as an iPad) with a camera and microphone. We are currently using PhysiApp and will send a code for access to this free app.

You will need to use an internet browser other than Internet Explorer. Acceptable browsers include Firefox, Chrome and Safari.

Is virtual care covered by my insurance/health benefits?

Due to the pandemic, most extended health insurance companies are now providing coverage for virtual care! Please reach out to your benefits provider to inquire about your coverage limits.

How do I book a virtual care appointment for physiotherapy?

To book a virtual care appointment go to

What can I expect from my first virtual care appointment?

At the beginning of a Virtual Care session, if you haven’t met before, your clinician will review your intake form.

They will also obtain consent from you to participate in the session via the electronic communication platform.

Once that is complete, they will proceed with the assessment or treatment in a similar manner as for an in-person appointment.

This includes discussing your medical history, concerns and current status. Any questions or concerns you may have about Virtual Care, such as privacy or follow-up sessions, can be addressed during the session.

What are some key differences between virtual care and an in-person appointment?

The services are largely the same. Our clinicians are required to meet the same regulatory and legislative requirements and adhere to their respective Standards of Practice and Code of Conduct, just as they are for in-person services.

Clarkson Sports and Physiotherapy has strict privacy and information security policies and procedures in place regarding the management of information when using electronic communication technologies.

What are some benefits of virtual care vs. in-person appointments?

Virtual Care services offer several advantages for physiotherapy patients, such as:

  • Removes accessibility and/or mobility barriers
  • Connects you with service providers regardless of location
  • Protects your privacy through safeguards and robust policies
  • Reduces travel time while still ensuring you receive quality care
  • Allows your therapist to see your work or home environment
  • Allows you to care for your children, attend your appointment, and avoid paying for a babysitter

How much does virtual care for physiotherapy cost? Is it more than an in-person appointment?

We are offering a free 15 min consultationwhere we help you position your device optimally for the therapy session, and to address any technological issues.

The next session will be approximately 30 min and costs $70, or 45 min for $85.

Will I be able to see my usual physiotherapist for a virtual care appointment?

Due to various scheduling issues and uncertainty surrounding the current situation regarding the COVID-19 pandemic, we cannot guarantee that you will be given an appointment with your usual physiotherapist.

However, we will do our best to accommodate you for each booking and you will know who you are scheduled to work with when you accept the booking.

Is virtual care secure and private?

Yes. Patient privacy is of the utmost concern to all levels of staff at Clarkson Sports and Physiotherapy.

All virtual care sessions are provided through a secure, encrypted connection, and only your physiotherapist will be present on their end of the connection for the duration of your appointment.

What if my physiotherapist records my virtual care session? Will I be informed?

Clarkson Sports and Physiotherapy does not record the audio or video of any virtual care physiotherapy sessions.

The software we use to provide virtual care is private, secure and HIPAA and PIPEDA compliant.

The software does take note of, and archive, session start times, end times, and any chat messages sent between you and your physiotherapist – however, there is no recording of audio or video during a virtual care session.

What happens if my physiotherapist and I experience technical difficulties or get disconnected during my session?

Due to high volumes of internet traffic on these sites or maybe because your spouse just started a zoom meeting, we occasionally experience technical glitches. No worries if this happens! Our practitioners will initiate the session again.

We can also use another secure video site through our Jane booking/EMR site that we have resorted to when we’re having one of those days!

Clarkson Sports and Physiotherapy will have your phone number on file in order to reach you in the event that you are disconnected.

If you are participating in your virtual care session somewhere other than your home, please ensure you inform us of the best method to quickly follow up with you after a disconnection.

Should any technical issues persist and prevent you from carrying out your session as planned, we will work with you to reschedule your virtual care session as soon as possible.


Are there any limitations or risks to participating in a virtual care session compared to an in-person service?

There are some limitations like the inability to apply hands-on evaluation and treatment, but this would not be necessary as part of the virtual care service you are receiving.

There are inherent risks to participant information when using electronic communication technologies (ECT); however, Clarkson Sports and Physiotherapy has strict privacy and information security policies and procedures in place to evaluate and address these risks; and our virtual care providers are expected to meet the same regulatory and legislative requirements and adhere to their respective Standards of Practice and Code of Conduct, just as they are for in‐person services.

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