TeleHealth – TeleRehab


Information for Patients


What is Tele-Rehabilitation?

Tele-rehabilitation or TeleRehab falls under the umbrella of TeleHealth.  It is the use of communication technologies to allow you and your physiotherapist to connect via video or phone to receive physiotherapy services at a distance when an in-person visit is not possible.

Here are some frequently asked questions about tele-rehabilitation in physiotherapy.

When might tele-rehabilitation be appropriate?

  • Tele-rehabilitation may be appropriate if you cannot easily attend an in-person visit because there is a shortage of appropriate physiotherapy care available in the region where you live or because you have transportation or mobility problems, or in the case of COVID 19 – social distancing and self-isolation.
  • Tele-rehabilitation is a perfect tool when you are in need of education and exercise prescription and progression of current exercise programs.

When would tele-rehabilitation not be appropriate?

  • Tele-rehabilitation has limitations compared to an in-person encounter such as the inability to perform hands-on examination, hands-on assessment and hands-on treatment. For this reason, in some circumstances, if suitable in-person care is available it will be preferable.
  • It is up to you and the physiotherapist to determine what is best for you, based on your particular condition and preference, available technology, and other risks and benefits.

Will I get good quality care?

  • Expect to receive the same safe, quality care that you would get during an in-person visit. The College of Physical Therapists of BC expects physiotherapists to meet the same standards of practice regardless of how the services are delivered.

What are the risks of receiving care via tele-rehabilitation?

  • The risks of receiving physiotherapy care specific to tele-rehabilitation relate mostly to concerns about the privacy of your personal health information, and your personal safety. The physiotherapist is required to ensure that the location where you receive care is safe, and that procedures are in place to ensure the availability of help in the event of an emergency.
  • The physiotherapist may recommend that the visit proceed in the presence of another person to enhance the safety and value of the visit.
  • At CSPC, TeleRehab is currently done via videoconferencing through our own Electronic Medical Record (EMR) Video Technology and/or Zoom technology.  We do not store any personal health information, nor do we record the sessions so that privacy is maintained.

Will my personal information still be private and secure?

  • Physiotherapists are required to ensure the privacy and security of your personal information at all times. This extends to the technology they use as well as the appropriateness of the setting in which services are delivered.
  • At City Sports + Physiotherapy – we do not record the TeleRehab sessions, therefore no personal information is kept through the video, and we use a 256-bit encryption videoconferencing system. Your physiotherapist will record their findings in our EMR system as we do for any session.
  • The video conference call is not kept or recorded onto our EMR.

Do I have to pay for tele-rehabilitation physiotherapy services?

  • As of March 18, 2020, our fee for a TeleRehab video conference is $75 for 30 minutes.  Many extended health plans cover telerehab and we will bill to those that do.  You are required to find out if your extended health plan covers Telehealth/telerehab.  This link is being updated when insurers are coming on board.   Our admin staff will contact you prior to your appointment to obtain your credit card information or extended health information which will be securely stored.  Once your appointment is complete, we will process payment and will email the receipt to you.

If my physiotherapist isn’t in the room, who will help me and what types of care can be provided?

  • The physiotherapist is required to ensure that an appropriate level of support and assistance is available to address your needs and ensure your safety, and that you agree to the involvement of this assistance.
  • Examples of services that can be provided by tele-rehabilitation include, but are not limited to, consultation with your physiotherapist, education and instruction, guidance in pain management strategies, monitor your progress with a treatment program, and supervised exercise.
  • Telerehab is a unique opportunity to do your rehab, in your home, with supervision by your physiotherapist to ensure it is being optimally performed.
  • Telerehab is also a great way to assist you in getting your home office ergonomics set up correctly!

Do I have to be in BC in order to receive TeleRehab from City Sports + Physiotherapy, or can I be out of province or out of country?

  • All physiotherapists at CSPC are licensed to practice in BC. If you are located in another province, they are required to be licensed in their home province or territory as well as the province or territory in which you receive the care. You can discuss this with your physiotherapist if you happen to be out of BC at this time.  At this time, we also provide Telehealth in the Yukon.

How to book a TeleRehab Physio appointment (DURING COVID 19 CLINIC CLOSURE):

  • Email your physiotherapist directly via [first name of therapist]
  • Online booking for this service is only available for a few physiotherapists.
  • Our admin team or your therapist will contact you to complete any outstanding paperwork, and obtain your credit card information. You will be charged and a receipt will be emailed following the appointment.
  • Please contact your extended health provider to see if they will accept TeleHealth Physiotherapy.
  • We will require an emergency contact and phone number in case something happens to you during the session should you need assistance.
  • A consent form will also need to be signed, outlining that you consent to receive physiotherapy via TeleHealth video conferencing.  This form will be sent to you through our online patient portal once you book your first Telehealth session.

Once the appointment is booked, you will receive an email from your physiotherapists with instructions on how to log on to the appointment.  Our system prefers Safari if you are on iOS, and Chrome on PC’s.  You may have to “allow pop-ups”.

During the appointment:

  • It would help if you still dressed as you would for your physio appointment, and have a yoga mat or an open space available for you to move around in. Any of your physio equipment (balls, bands, weights etc) that you usually use, should be nearby.
  • If you have someone who can be there to hold the camera and to position the camera in such a way that I can see you while you are moving, that would be helpful but not essential.
  • Bluetooth earbuds are helpful, but not essential.

Appointment Fees:

We have reduced fees for this Telehealth E-Physio service during this time of interruption in our lives.

  • All appointments will be charged $75 and will be 30 minutes in length. If you have a new injury, we will book your appointment for 45 minutes.
  • These fees are subject to change as times change.


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