Frequently Asked Questions

Answers to common questions about Summit physiotherapy services, billing, privacy, and logistics.

Booking and Location

  • Where we deliver care We deliver in‑person physiotherapy at locations convenient to you — home, workplace, hotel, or team training facility within our servicing area. Virtual visits are available where in‑person care is not possible or when clients prefer remote follow‑ups; subject to the discretion on your physiotherapist.

    Service area and travel

    • Our core service area covers the GTA area of Ontario; travel beyond that zone may be available for an additional travel fee.

    • For multi‑day events, team clinics, or corporate onsite programs we provide bespoke travel and scheduling plans.

    Virtual care and out‑of‑province clients

    • Virtual care follows College guidance and is available across provinces where the clinician is permitted to practice; cross‑jurisdiction care is subject to local registration rules.

    • Virtual sessions are ideal for follow‑ups, progress checks, and when space or equipment is limited.

    How we schedule location and travel

    • During booking we confirm location details, parking or entry instructions, and any access requirements.

    • If your clinician must cancel due to illness or travel disruption we prioritize rebooking with the same clinician; if that’s not possible we offer a rescheduled session or refund.

    What we need at the visit location

    • A clear, flat area roughly 2 m × 2 m and a firm chair (no wheels).

    • Basic phone signal or Wi‑Fi so your Rehab Card and clinician videos can load.

    • A private, safe space free of trip hazards where you can move and speak freely.

    If you’re outside our travel area

    • Contact us, we MAY or may not be able to help you, subject to your specific location. We are happy to refer you to a local clinician in our network if we cannot help you directly.

  • Click here and fill out the online discovery call form, and choose from one of the available session times.

    We will contact you by email to either confirm your selection, or advise you of other options

  • all of our travel service options are booked on a daily rate basis. Learn more here

  • We’ve yet to work with someone who did not have a space that was useable for their physio sessions! This includes everything from hotel rooms, to backyard decks at a vacation home

    We can make your sessions work in an area as small as ~6’x6‘ (180cm x 180cm) with enough space to reach your arms overhead. However, of course the more space you have in terms of both overall size and ceiling height, the better. Having something you can lie on like a table or workout bench is helpful if you have one for assessment purposes.

    We will review your home training space during our Discovery Call and let you know if any issues at that time.

    • Safety: Clear floor hazards, move pets/children out of the area during the session, and wear appropriate footwear. Letting someone know your plan to be working with us is an important precaution in case you need to contact them. We will guide you through specific protocols at the beginning of a virtual care session to ensure you are as safe and comfortable as possible

    • Privacy: Choose a private room where you can move freely and speak openly. This is YOUR private health information, and YOUR home, so you decide where is best for you.

    • Connectivity: For virtual sessions, ensure minimal Wi‑Fi interruption so the Rehab Card can open your clinician link and videos and our call quality is stable

  • Take a look at our virtual care tips page for more information

Appointments & Cancelations

  • Sessions cancelled inside 24 hours are non‑refundable.

    Example: Appointment at 10:00 Tuesday → cancel before 10:00 Monday to facilitate a reschedule.

    • Clinician cancels due to illness → you will be offered a full refund or to reschedule your session

    Why we enforce this Travel‑based care requires clinician time and logistical planning. Clear rules keep services accessible, fair, and available to all clients.

    How to cancel or reschedule Email or call us. We recommend rescheduling as early as possible so we can reassign the slot.

  • no shows are non-refundable, as we had to hold the spot for your appointment instead of caring for another client in that session timing. thank you for your understanding of this policy.

    If you’re late to arrive to your session, we are happy to give you the time remaining in your session as scheduled, but will need to hold our commitment to subsequent appointments/clients booked as well, and cannot usually stay later than your scheduled session end time. Thank you for your understanding of this policy.

Clinical Scope and Deliverables

  • We detail our clinical assessment process here. if you are an athlete, check out our Private Athlete Service page, as the assessment process may differ slightly as compared to our clinical clientele.

  • We are able to include acupuncture as part of physiotherapy care for our clients and athletes at the discretion of your PT based on your specific clinical presentation.

    Acupuncture cannot be delivered as a standalone service without Physiotherapy assessment.

  • Routine care policy Your licensed physiotherapist provides assessment and treatment at every visit. We do not use assistants for routine clinical care.

    When assistants are used Assistants may be deployed for large team events or special onsite programs under clinician supervision; scope and supervision follow professional standards.

    Staffing changes and clinician illness If we must reassign due to clinician illness or other unavoidable reasons, we notify you promptly and prioritize continuity by handing over clinical notes and measurement histories to the covering clinician.

Rehab Cards, Videos, and Measurements

  • If you lose your Rehab Card Contact us and we will temporarily reissue a replacement card. If you have lost your card and need a replacement, we have a $50 administration fee to do so.

    Video Playback won't open

    • Ensure your phone is unlocked and NFC is enabled.

    • Try opening and closing the app provided. If you’re still having issues, speak to us in person. We have a >99% uptime with the app and rehab cards since implementing.

  • What we record: We capture clinician‑filmed exercise clips for your program and within‑person measurement results used to track progression. We do not publish your videos or share them without explicit consent.

    Who sees your information Only treating clinicians have access to your measurement/objective data. Authorized administrative staff involved in care coordination have access to your rehab cards. We never share clinical videos or measurement data publicly.

    Data/Records Requests Measurement summaries and rehab card videos are available per your request as they are your medical records.

Privacy, Licensing and Regulation

  • We have physiotherapists licensed (primarily) in Ontario. This means if you live in Ontario, we can provide care for you. If you live out of province, we MAY be able to work with you subject to a temporary jurisdictional license granting process. We are happy to refer you to one of our colleagues licensed in your jurisdiction if not.

    Virtual care is possible for clients in Ontario, and for our clients on short trips out of province too. If you have specific questions, contact us, and we can direct you.

  • Your measurement data and clinical notes are not shared with anyone besides you and your clinician unless directed by law to do so.

    If you would like to review your clinical records with us, we are happy to share with you. Please contact us to arrange this.