FAQ

Please do not hesitate to contact us if you have further questions!

Please note: we have relocated our practice to join ProHealth Clinics in New Westminster!

COLD, FLU AND COVID-19 PRECAUTIONS

You will be emailed a wellness screening questionnaire, please fill this out prior to entry into the clinic. If you are showing any signs of cold, flu or Covid-19 you will be asked to leave and your appointment will be cancelled. If you are feeling unwell, please stay home and reschedule your appointment to help everyone stay safe and healthy.
To prevent the spread, we do not accept cash. Debit, Visa, Mastercard, Apple/Samsung/Android Pay, American Express and E-Transfers are all acceptable methods of payment.

If you are experiencing any cold, flu or Covid-19 symptoms or feel unwell, please reschedule your appointment.

WHAT IS THE CANCELLATION POLICY?

Your appointment time is reserved just for you. A late cancellation or missed visit leaves a hole in the therapists’ 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, will be charged a cancellation fee. First occurrence will receive no charge, but a review of our policy. Second occurrence will result in a 50% fee for the time booked. Third and Subsequent occurrences will incur a full fee for the time booked. If you are 20 minutes late for your appointment without notifying your RMT, your appointment will be cancelled. Your insurance provider is not responsible for missed appointment fees or cancellation fees.

Thank you for understanding.

IS THERE ANYTHING I NEED TO DO BEFORE MY APPOINTMENT?

Please fill out your health intake form online prior to your appointment (an email including a link to the intake form will be sent to you prior to your appointment). This form will help your therapist come up with a treatment that is safe & effective specifically for you.
Please fill out your wellness screening questionnaire prior to your entry into the clinic to help everyone stay safe & healthy!

DO YOU OFFER DIRECT BILLING?

You are eligible to file and submit your own claim (I am registered & can provide you a receipt for you to manually reimburse the treatment). We do not offer direct billing.
We do NOT offer billing with MSP.
We do NOT accept ICBC nor WCB claims.

WHAT ARE ACCEPTABLE METHODS OF PAYMENT?

Debit, Visa, Mastercard, American Express, Apple/Samsung/Android Pay and E-Transfers are all acceptable methods of payment.
We do not accept cash.

WHAT DOES APPOINTMENT TIME CONSIST OF?

Appointment times include:

A thorough history & assessment prior to treatment
Massage therapy treatment
Homecare post-treatment

Please arrive for your appointment on time. If you are running late, please call the clinic at (778) 397-2626 and leave a detailed voice message to let your therapist know you are running behind. The appointment starts at the booked appointment time. If your appointment is scheduled at 4:00 PM & you are 10 minutes late for a 60 minute treatment, your appointment will still end at 5:00 PM. The history, the assessment & the homecare cannot be skipped under any circumstances.

WHAT TO EXPECT DURING YOUR APPOINTMENT TIME

Prior to treatment, we will complete a thorough assessment through history questions and/or orthopedic tests (if applicable). This will give your RMT the information to formulate a custom treatment specifically for you.
Throughout treatment, your RMT will regularly check-in with you using a pain scale.
Post-treatment, your RMT will assign homecare. These exercises and/or modifications are to provide you with longer results and to help increase the awareness of your body.

HOW DO I ENTER THE NEW WESTMINSTER PROFESSIONAL BUILDING?

Skin Et Bones Registered Massage Therapy is now apart of ProHealth Clinics located on the sixth floor, unit 603, of the Westminster Medical Building located at 625 Fifth Ave in New Westminster.
The entry doors to our building automatically lock at 6pm. If you have a treatment that starts after 6pm, please wait downstairs. Your therapist will come down to let you in.

IS PARKING AVAILABLE?

There is free 2 hour street-parking on 7th Street, on the river-side of Fifth Avenue. There is free parking on Ash Street (between 7th and 8th).
Immediately behind our building, there is a pay-parking lot ($1.50/hour, credit card only).
There are two small outside lots, and an adjacent indoor lot; please note that if you park indoors, the gates close at 6 p.m.
The border of block that our building is on is metered street-parking (coin or card).

WHAT SHOULD I BRING TO MY APPOINTMENT?

1. Photo ID.

2. A method of payment; we do not offer direct billing. You are eligible to file and submit your own claim. Debit, Visa, Mastercard, American Express, Apple/Samsung/Android Pay and E-Transfers are all acceptable methods of payment. We do not accept cash.

WHAT IS HOMECARE AND WHY SHOULD I BE IMPLEMENTING IT ON A REGULAR BASIS?

The therapy doesn't have to stop at the door as you leave. Homecare are steps given to your by your therapist to take home and care for yourself. It is a great way for you to see continued results from your massage therapy treatment! Homecare usually consists of:

A stretch: to help continue to lengthen a shortened muscle or muscle group.
A strengthen: to help strengthen a weakened muscle or muscle group.
Hydrotherapy: to help decrease tension/promote circulation and/or manage pain (heat) OR to decrease swelling/slow down circulation and/or manage pain (cold) OR to help promote circulation (contrast).
A modification to your activities of daily living: to see if we can fix something in your everyday life that may be a causing factor to your pain and/or discomfort (ie: bending at the knees instead of the back when picking up something/or a child/or washing dishes).

These 4 suggestions can be effective ways to help you feel more comfortable in your body and to help contribute to overall well-being. Your therapist will always offer to email you your homecare instructions.

WHY DO I FEEL TENDER/SORE AFTER MY APPOINTMENT?

It is common to feel slightly tender and sore after receiving a therapeutic treatment. As treatments become more regular, you will notice the reduced recovery time. If this is your first treatment, your body will need time to adjust, which should last no longer than a day or two.

HOW MANY TREATMENTS A WEEK AM I ALLOWED TO RECEIVE/BOOK?

At this time, we are only allowing one treatment per patient a week. Booking multiple treatments that will occur during the same 7 day week is not permitted (if you choose to book 2 or 3 treatments which will occur during the same week; all of your upcoming appointments will be cancelled and you will lose online booking privileges). Booking more than one treatment a week may be discussed with your therapist ahead of the bookings, however the therapist will decide whether or not the multiple treatments occurring during the same week are necessary based on their findings. If yes, the therapist will complete the bookings for you. Multiple treatments a week are reserved to ONLY treat specific health conditions and/or concerns (based on the therapist's findings); wanting to use up extended health benefits is not an acceptable reason & may be reported to your health insurance provider for abusing your extended health services. Booking multiple treatments a week because you are unsure of your availability is also not an acceptable reason to book multiple treatments; this not fair to your therapist nor the other patients. Thank you for understanding.

CAN I RECEIVE TREATMENT UNDER SOMEONE ELSE'S NAME OR CAN MY SPOUSE/OTHER FAMILY MEMBER AND/OR FRIEND USE MY BENEFITS INSTEAD OF ME?

No. The patient must receive treatment under their own legal name. ID will be required upon first treatment. Each patient must be billed under their own legal name for legalities, health intake forms, billing, and charting/treatment.

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