Frequently Asked Questions
Here are some Frequently Asked Questions about Hayer Health that we’ve answered for your benefit.
Services and Treatments
What injuries do you treat?
We treat a variety of injuries, including but not limited to:
- ACL Tear (Knee Sprain)
- Achilles Tendinopathy
- Concussions
- Frozen shoulder
- Iliotibial Band Syndrome (IT Band)
- Lower back pain
- Motor vehicle related injuries (ICBC)
- Neurological Rehabilitation
- Osteoarthritis
- Plantar Fasciitis
- Post surgical – hip replacement, knee replacement
- Sciatica
- Shin Splints (Tibial Stress Syndrome)
- Sports Rehabilitation – Strains and sprains
- Tennis / Golfer’s Elbow
- Vestibular Rehabilitation – Vertigo, BPPV (Benign paroxysmal positional vertigo)
- Workplace injuries (Worksafe BC)
Learn more about the complete details of the services we offer and injuries we treat here.
How can Hayer Health help me if I'm not in pain?
Even if you’re not currently experiencing pain or have an active injury, our team can help enhance your overall health and well-being.
Whether you are looking to change up your current workout plan, preparing for a marathon, or looking for some tips to improve your setup at work, our team is well equipped to create a preventative treatment plan.
By regularly engaging in preventative physiotherapy and massage, you can decrease the chance of future injuries, continue to do the things you love, and sustain an active lifestyle.
How is Hayer Health different from other physiotherapy clinics?
When you book an appointment at Hayer Health, that time is yours and only yours.
Our personalized, one-on-one rehabilitation approach is tailored to meet your specific needs and goals.
Our team uses a comprehensive and collaborative approach to ensure that each client is receiving the best treatment possible. Our therapists continue to upgrade their credentials by taking postgraduate courses and designations.
Our clinic is designed with the client experience in mind and as such we focused on a welcoming aesthetic that promotes healing and recovery.
We have spacious and private treatment rooms, and a large and sunlit gym space which includes a squat rack, functional cable machine, shuttle recovery system, and a variety of dumbbells and kettlebells.
Learn more about our feature article in the Daily Hive here.
Training and Qualifications
What training do Hayer Health therapists have?
All of our therapists are registered with their respective colleges and have graduated from accredited programs with a bachelor’s, master’s, or doctorate level degree, depending on the university.
Our team values post-graduate education, and many of our therapists hold further designations to ensure that they are providing the best care possible for our clients. Some of the certifications that our therapists hold include:
- Certified Chan Gunn IMS practitioner (UBC) (CGIMS)
- Certified by the Acupuncture Foundation of Canada Institute (CAFCI)
- SFMA/FMS Certification
- Sports First Responder
- Vestibular Rehabilitation
- Concussion Management
- Osteopathic Manual Practitioner (DOMP)
More information about our team of healthcare professionals can be found here.
Appointment Details
How can I schedule an appointment?
You can schedule an appointment by calling our client care team directly at 604 558 0340 or online through our booking portal. You will be required to create an account and fill out the required intake forms.
For initial Worksafe BC and ICBC treatment appointments, we require you to contact the clinic to book so that our team can collect all the necessary information to assist you in beginning your treatment without any interruptions.
How many sessions do I need?
The number of sessions a client needs varies from person to person and depends on several factors, including your specific condition, overall health, and personal goals.
At Hayer Health, our approach is to provide individualized care plans that address your unique needs. During your initial assessment, our experienced therapists will evaluate your condition and discuss your treatment objectives. Based on this comprehensive evaluation, we will recommend a customized treatment plan outlining the estimated number of sessions you may need.
For some, a few sessions may be sufficient to achieve desired results, while others may benefit from a longer course of therapy.
Our goal is to ensure you receive the optimal amount of care necessary to achieve your health and wellness goals, with regular progress evaluations to adjust the plan as needed.
How long does each appointment last?
For physiotherapy, we offer appointments lasting either 30 minutes or 60 minutes. If it is your first appointment we recommend a 60-minute appointment as it allows our therapists to perform a detailed assessment, provide treatment, and answer any questions that you may have.
For massage therapy, appointments are available for either 45 minutes or 60 minutes. Each appointment includes time for assessment, treatment, and time for any questions you may have, ensuring we provide personalized care tailored to each patient’s needs.
What should I expect during my first visit?
During your first appointment at Hayer Health, your therapist will conduct a thorough verbal and physical assessment. Through their findings they will collaborate with each client to create an individualized treatment plan and an expected timeline to help you achieve your goals.
We recommend booking a 60 minute appointment so that your therapist has time to effectively provide treatment as well as answer any questions that you may have after the appointment. Learn more about what to expect during your first visit here.
What should I do to prepare for my first appointment?
For your first appointment, please arrive about 10 minutes early to complete any necessary paperwork. Bring any relevant medical records or imaging reports, and wear comfortable clothing that allows easy access to the area being treated.
What type of clothing should I wear to my appointment?
Please wear loose-fitting, comfortable clothing that allows freedom of movement. If we are treating your knee or a lower limb, shorts are recommended.
Do I need a doctor’s referral?
A doctor’s referral is not required to book an appointment with a physiotherapist. However, if you have one, please bring it along as it can help us better understand your health needs.
A referral may be necessary if your extended health insurance provider requires it.
Billing and Insurance
What payment methods do you accept?
We accept various payment methods including cash, debit, and major credit cards, such as Visa, Mastercard, and AMEX. We also direct bill to all major extended insurance carriers.
Do you offer direct billing to insurance companies?
Yes, we direct bill to all major health insurance companies. We recommend checking with your insurance provider to see if a doctor’s referral is required before you book your first session.
We direct bill to the following providers:
- Pacific Blue Cross
- Medavie Blue Cross
- ICBC
- WorkSafe BC
- Canada Life
- Manulife
- Sun Life
- CINUP
- Chambers of Commerce Group Insurance Plan
- Claim Secure
- Coughlin & Associates LTD.
- Cowan
- D.A. Townley
- Desjardins Insurance
- Empire Life
- Equitable Life
- First Canadian
- GMS Carrier 49
- GMS Carrier 50
- Green Shield
- Group Health
- Industrial Alliance
- Johnson Inc.
- Johnson Inc.
- Johnston Group
- Le Capitale / Beneva
- LiUna Local 183
- LiUna Local 506
- Lifemark
- Manion
- Maximum Benefit
- People Corporation
- RWAM
- RWAM Insurance Administrators
- SSQ
- TELUS AdjudiCare
- Union Benefits
Will my appointment be covered by ICBC?
If you have been injured in a car accident, Enhanced Care through ICBC automatically covers you for pre-approved treatments for 12 weeks from the date of your crash.
When booking your initial visit, please provide our Client Care Team with your claim number and adjuster’s contact information (if you have it) so we can confirm the details of your claim and handle the billing directly.
If it has been more than 12 weeks from your accident date or if you wish to transfer to our clinic for treatment, ICBC requires adjustor approval before seeking treatment. We can assist in obtaining approval, and it’s recommended to express your interest in continuing treatment directly to your adjuster.
Please Note: ICBC does not cover the full equivalent of an industry-standard rate for Physiotherapy and Registered Massage Therapy.
As such, an ICBC User Fee is applicable on some appointments:
- Physiotherapy: $5
- Initial Registered Massage Therapy (1 hour): $6.35
- Subsequent Registered Massage Therapy (45 minutes): $5.75
Location And Policies
Is there parking available at or near the clinic?
Free underground parking is available to all guests of Fraser Commons on P1, accessible via Fraser St. The elevator to the plaza level is located on the south side of the parkade.
Please follow all applicable signage to ensure that you are parking in a permitted space (e.g. 2 hr Parking Stalls) and remember your licence plate number. You will be required to validate your parking using a QR code once you arrive at the clinic.
What is the closest train station to the clinic?
The closest Canada Line station is Marine Drive Station, which is a 10-minute bus ride from our clinic via the 100 Bus. The Fraser (8) bus also has a stop across the street from us.
What is your cancellation policy?
Your appointment time is reserved just for you. A late cancellation or missed visit leaves a hole in the therapist’s day that could have been filled by another patient.
As such, we require 24 hours notice for any cancellations or changes to your appointment. Patients who provide less than 24 hours notice, or miss their appointment, may be charged a cancellation fee.