Frequently Asked Questions

Short answer - no! Anyone can book massage therapy or physiotherapy services without seeing their doctor first. HOWEVER -- some extended health plans will requirement a doctor's note in order to reimburse you for these services. This is very much plan specific, so we recommend you check in on the requirements of your plan before seeking care.

We directly bill to most insurance companies when we are able to. The exception to this currently is Sunlife. Some plans will not allow us to directly bill at all, or will allow us to submit on your behalf, but will only pay out to the insured member (you) and not our clinic. Ultimately, though we directly bill as much as we can, you are responsible for the full fee for your session if the plan does not allow us to directly bill, or if there is any remaining balance.

While we understand that emergencies may arise, we kindly request that cancellations are made as far in advance as possible and only when absolutely necessary. Our clinicians reserve space for you each day and are only paid when services are provided.   Appointments cancelled in less than 24 hours to the time of their appointment (including no-call, no-show situations) are subject to a minimum of a 50% of the appointment fee with the maximum being the total cost of the appointment. If three appointments or more are cancelled in less than the required 24-hour cancellation window, you will be required to keep a credit card on your file before being able to receive any future treatments.   Late arrivals will have that period of time deducted from their appointment.

The easiest way to book an appointment is through our online booking portal, available 24/7 (though any available appointments less than 10hours away will need to be booked by phone or email). Booking link: http://functionfirst.janeapp.com

You can also connect with us via email: hello@functionfirstlondon.ca or phone: 519-204-5215. We do not have someone answering the phone regularly, so please leave a detailed voicemail if you choose to call. The quickest way to book is definitely online!

Booking ahead is strongly recommended, especially if you are hoping for a specific time of day with a specific therapist. Wait times can fluctuate throughout the year from days to weeks. October to December is one of the busiest seasons as many people remember to use their extended health benefits before they reset in the new year.

We ask that clients fill out our online intake, billing and consent form, send via email, ahead of their first visit.

For physiotherapy, you should bring clothes you are comfortable moving around in.

For your first massage visit you can expect a brief history taking and assessment before getting on the table for your treatment. Your RMT will continue their assessment throughout the hands-on treatment as well, in order to best guide the treatment plan going forwards. They will also leave you with some education and advice, and potentially some movements or exercises for home.

For physiotherapy you can expect a thorough history taking and cause and effect assessment process, with the goal of better understanding what factors might be contributing to your pain and/or injury. You will leave your session with some targeted homework in order collect further insights into what is going on, and what the next best steps will be to facilitate improvements in symptoms and function over time.

Mechanical Diagnosis and Therapy (MDT), also known as the McKenzie Method, is an evidence-informed approach to assessing and treating muscle, joint, and nerve-related pain. Your physiotherapist uses specific movements and positions to understand how your symptoms respond and identify strategies that may reduce pain and improve movement. Treatment focuses on helping you understand your condition and giving you the tools and exercises to manage your symptoms independently, as well as prevent recurrence going forwards. 

• You have been referred to physiotherapy by another provider
• You have pain or dysfunction relating to a muscle, tendon, joint, nerve, spine, or other musculoskeletal area
• You just had surgery or were in a cast, sling or splint
• You have already seen other practitioners and this did not help you
• You have poor posture that you are looking to work on
• You want guidance on safe exercises specific for your body
• Many other reasons: email and ask!

• Loose or stretchy clothing over the area of pain

 Telehealth Session:

• Internet connection
• A device that supports audio and video (tablet, laptop, computer, smartphone)
• A small space around you to move
• Stretchy or loose clothing

Compliance and commitment to treatment instructions is an incredibly important part of the process. I will prescribe you a plan for specific movement (usually 1-2 simple exercises) for your specific condition, much like a physician might prescribe you medication if you had elevated blood pressure. If not done adequately, optimal results shouldn't be expected

• Completed Massage-based educational institutions recognized by the Government of Ontario Studied anatomy, physiology, pathology, physical assessment, neurology, treatments, and other related health subjects
• Completed a minimum of 150+ clinical hours on the job
• Successfully completed examinations and are Registered by the College of Massage Therapists of Ontario in accordance with the Regulated Health Professions Act and the Massage Therapy Act
• Maintained their registration by participating in continuing education and Quality Assurance programs that assists in the maintenance of high professional standards and quality care of their massage clients
• Only members of the College are permitted to use the title, Massage Therapist or Registered Massage Therapist or the designation of RMT or MT. All members of the Ontario Massage Therapist Association must be registered with the College and are therefore registered massage therapy practitioners

No! All our therapists will ask you to remove clothing only as far as you feel comfortable. Our RMTs are trained in proper draping procedures to ensure that your privacy is respected at all times during treatment. If you have any questions in regards to your first visit and privacy, please do not hesitate to reach out to us and one of our RMTs would be happy to answer your questions!

No, RMTs are primary care practitioners, which means you can book an appointment at anytime. However, some insurance companies do still require a doctor's referral for reimbursement, so please check in with your individual insurance plan if needed ahead of your appointment.