Frequently Asked Questions

The following is a list of common questions that we are often asked by new patients. We hope these will answer any questions you may have. If you have a question that isn’t answered here, please feel free to contact us and we will get back to you as soon as possible.


Your booked appointment spot is held specifically for you. Late cancellations prevent others from receiving care, will delay your recovery and opens time in the therapists working schedule.

If you cancel an appointment within the 48 business hours, or do not attend an appointment without notice, the following actions will be taken:

First Late Cancellation/No-Show

Warning with reminder about cancellation policy.

Second Late Cancellation/No-Show

A cancellation fee in the amount of the full cost of the visit will be charged to you and payment is due before treatment can continue.

Third Late Cancellation/No-Show

We will no longer continue with treatment and you will be discharged.

Each assessment appointment is booked for a time-block according to how long it takes to assess a single body area. If you are injured in more than one place, it may take multiple assessment appointments to complete diagnosis of all your injuries. This helps to keep the therapist running on-schedule, so that you can too!

Your initial assessment will be approximately 60-75min of dedicated time with the physiotherapist. This includes a discussion of your injury, evaluation of your movement, functional strength, range of motion, specific strength, discussion of your diagnosis with education provided. The therapist will then teach you how to perform each of the exercises or self-mobilization techniques you need to begin your recovery. At the end of your appointment, any final questions will be answered, and your follow-up appointment will be scheduled.

Follow-up appointments (treatments) can be anywhere from 30-50min in length, depending on the injury and what you require. The therapist will evaluate your progress, guide you through any self-mobilization techniques as needed, review your exercises, and progress them as necessary, and answer any questions you may have.

Please wear loose, comfortable workout clothing. If you have a shoulder or neck injury, please wear a sleeveless shirt or tank top so that the physiotherapist can see your injury. For lower body injuries, either wear shorts or pants that you can pull up above the knee so that the physiotherapist can see your legs properly. If you have a foot/ankle injury, you may be asked to show the physiotherapist your shoes, so have them nearby as well.

Impact Physiotherapy is based out of Winnipeg and serves all of Manitoba. Because we are a virtual physiotherapy clinic we do not have a physical address that you will be attending.
If you are covered with any private insurance company, it is your responsibility to check if your plan requires a Dr note for physiotherapy (most no longer do). Most private insurance companies offer Apps to download. You will be required to pay for each assessment or treatment after the completion of the appointment. You will receive a receipt via email that you may then submit to your insurance company for reimbursement using your App. Most companies will direct deposit straight into your bank account within 1-3 business days.
Yes! A Virtual Physiotherapy Session is covered under most insurance companies at the regular physiotherapy rate, including Blue Cross, Canada Life, Sunlife, Great West Life, Johnson, SSQ and Greenshield, among others. If you have coverage and are concerned, please check with your insurance company to ensure you will be covered.

If you are acutely injured playing a sport sanctioned through Sport Manitoba, you can contact your provincial sport association to ask if they provide accident injury insurance (not all do). They will provide you will an AllSport Athletic Accident Claim Form to complete. You will need to see a Dr within a few days of your injury to complete a portion of the form. Your club/league president/coach/manager must complete an additional section of this form. The form must be submitted to the insurance company within 30 days of the accident so don’t delay!

Download Form

If you are involved in a motor vehicle accident whether it be as a driver, passenger, or pedestrian/cyclist, you are covered by MPI for physiotherapy treatments. Amount of treatments allotted is determined by the severity of the injury. You will need to call MPI at (204) 985-7000 to make a bodily injury claim. A bodily injury claim number will be given to you. This claim is separate from your motor vehicle claim. For information on how to make this claim, visit:

We have to treat this as a case by case basis. Give us a call at the office and our physiotherapists will be more than happy to discuss your situation.

If you are injured at work, you will need to make a claim at your work and call the Worker’s Compensation Board at (204) 954-4100 to be assigned a claim number. The Workers Compensation Act required employers to provide WCB with a fully completed Empolyers Report of Injury within 5 business days of becoming aware of the workplace incident. WCB currently will only cover virtual physiotherapy under certain circumstances. If you would like to use this method of care, you need to contact WCB to request an exception to receive this type of care. You will need confirmation of coverage prior to commencement of Virtual physiotherapy unless you are willing to pay out of pocket in the meantime. WCB will fund the physiotherapy initial assessment and report for most claims. From there, the physiotherapy report will be sent to WCB and a written notice of approval/disapproval will be sent back to the physiotherapist and yourself within a few days. Number of treatments allotted is determined by the severity of the injury. All follow-up treatments are expected to be paid by WCB should they be within the allotted coverage. If they are not, the client will be expected to pay in full.

We have to treat this as a case-by-case basis. Give us a call at the office and our physiotherapists will be more than happy to discuss your situation with your case managers and employers. You will also need to contact WCB to request coverage for Virtual Physiotherapy.

The concept is the same, except we use a platform called JaneApp. Physiotherapists must follow strict regulations to ensure the storage and confidentiality of patient information is protected. This is a secured, encrypted platform that complies with all patient and confidentiality regulations that we need to oblige in Manitoba and Canada.

Privacy and security of your personal information is ALWAYS of the utmost importance to Impact Physiotherapy. Impact Physiotherapy uses a secure platform for Virtual Physiotherapy. The data from our meeting will be encrypted and will not be recorded or stored anywhere at any time. This approach ensures our online appointments meet the requirements of the Personal Information Protection and Electronic Documents Act (PIPEDA) and PHIA.

Your physiotherapist will keep written documentation of findings, treatment provided, and your response to treatment. Storage of medical records, as always, follows the Personal Health Information Act (PHIA).

Most insurance plans do not require a doctor referral for physiotherapy. However, once in a blue moon, we do encounter a patient that has an insurance company requiring a doctor referral for physiotherapy. If you are unsure, it is always best to contact your insurance company so that you are aware if a doctor referral is required or not.

We accept e-transfer, Visa and Mastercard.

All credit cards are stored securely in the online booking and billing system.

E-transfers are set up for auto-deposit to ensure a secure transfer.

Monday-Wednesday: 12pm – 7pm

Thursday: 11am – 6pm

Friday: 11am – 6pm

(some hours may vary due to meetings, client demand, or other scheduling conflicts).

To contact Laurie at Impact Physiotherapy, you can call 204-453-3290 or email her at

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