Frequently Asked Questions

We are so grateful for our amazing clients, and we want to show our appreciation for trusting us with your care, and for recommending us to your friends and family. For our current clients, refer a friend, and you will receive a $15 credit on your account to use for a future service. Credits can be used for any service and can be transferred between clients. Please remind your referral to mention it was YOU we have to thank!

 

*Referral credits are NOT available for referral for physiotherapy services, as per Physiotherapy Alberta regulations. Referrals must be new clients who have never booked or attended Bolder Health and Performance before. New referrals must attend their appointment for the referee to receive their credit of $15. Credits have no cash value and do not expire. 
We require 24 hours notice to cancel an appointment. All appointments cancelled within 24 hours will be charged a cancellation fee of $50. Illness and emergency circumstances are the exception to this rule. Please call the clinic to cancel if you become ill prior to your appointment and we would be happy to reschedule to a later date.
We request that if you are feeling sick, you reschedule your appointment.
At Bolder Health and Performance we protect patient privacy by:
  • Collecting only the personal information required to provide our services.
  • Advising you how your information might be disclosed and obtaining your consent.
  • Safeguarding your personal information.
  • Sharing your personal information only for the purposes stated and agreed to in a signed consent form or otherwise permitted by law.
  • Ensuring any contractors we hire who may have access to your information also protect the privacy of your information.
  • Training staff and adapting the office space to ensure maximum protection of your privacy.
  • Ensuring personal information is current, complete and accurate.
  • Providing you access to your personal information and a mechanism for requesting corrections.
  • Having our privacy officer available to answer your questions.
  • Periodically reviewing our privacy policy to ensure it provides adequate protection for your personal information.

 

Information collectedThe personal information collected is required to provide you with physiotherapy, osteopathy, chiropractic, and massage therapy services and facilitate payment for services rendered.
  • Contact information: your name, phone number, address, email address and an emergency contact person.
  • Health information: your health history, treatment received, names of other health-care providers, family medical history, your subjective complaints, objective findings, diagnoses, reason for discharge, and discharge plan.
  • Financial information: your insurance benefit coverage information, credit card information, employer’s name, and other information to facilitate payment for services provided.

 

What do we use your information for?We use contact information to open and update your patient file, invoice for services, remind you of appointments and/or the need for further treatment, and to provide informational materials about our clinic. We use health information to assess, diagnose, provide, and evaluate physiotherapy, osteopathic, massage therapy and/or chiropractic treatment. We use financial information to arrange payment for these services rendered.

 

With whom do we share your information?
  • Contact information – may be disclosed to third-party health benefit providers/insurers when reimbursement claims for all or part of the treatment cost have been submitted.
  • Health information – may be disclosed to:
    • Third-party health benefit providers and insurance companies when a claim is submitted for reimbursement or payment of all or part of the cost of treatment or we have been asked to submit a claim on your behalf.
    • The WCB or your employer if you made a WCB claim.
    • Other health-care professionals also providing you with treatment.
    • Your lawyer, if you were injured in an accident.
    • Research teams in an anonymous form to facilitate outcome research.
    • Financial information – may be disclosed to your insurer or credit card company as required to facilitate payment.
Note: Personal information can also be disclosed without your consent if we are required to do so by law. 

 

How we protect your personal information
  • We store physical records containing your personal information in a secure locked place.
  • We store electronic records on a secured server, and use passwords on all computers and take care to protect screen monitors from public viewing.
  • We transfer physical records outside our office in sealed envelopes by secure methods.
  • We conduct telephone discussions with sensitivity to ensure that your personal information is not inadvertently disclosed.
  • Electronic information is transferred in secure files and made anonymous wherever possible.
  • We do not share your personal information outside our office for any marketing, promotional, publicity, educational, or research purposes without your consent.
  • We train staff to handle your information only through the protected measures outlined in our privacy procedures. If consultants or contractors are hired, we take steps to ensure the consultant or contractor also protects your privacy.

 

Accessing and correcting your personal informationYou can get access to view your personal information by asking a staff member who may refer you to our privacy officer. We will attempt to help you understand the reasons we collect, store and use the information in your records.You may request a change to your personal information if it is inaccurate, incomplete, no longer current, or if you believe there is a factual mistake.You can also request a copy of your patient record. Requested copies will be provided in a reasonable period. If there is a charge for the cost of producing a copy, we will advise you of the cost in advance.

 

How long is information kept?We are required by legislation to keep records containing personal information for 10 years from the last date of service. Or in the case of a minor, 10 years past the minor’s eighteenth birthday. After that time, we shred paper records and delete electronic ones. When discarding hardware, we ensure the hard drive is destroyed.
We offer direct billing to extended healthcare plans which allow direct billing for physiotherapy and massage therapy.

 

We can not direct bill for osteopathy and athletic therapy at this time. However, there are many insurers that provide coverage for osteopathy; you will have to submit the receipt for this service on your own for reimbursement, should your plan cover this service.

 

All insurance companies and plans are different; We recommend asking your plan provider directly if they allow online direct billing for your specific plan.
We treat clients who have been involved in motor vehicle accidents (MVA).

 

What you need to know:

 

• When involved in an MVA, it is important to contact your insurer as soon as possible. It does not matter if you think you are at fault or if another party is at fault. If you are injured, you are entitled to treatment for your injuries.

 

• Within 10 days of the accident, you will need to fill out an AB-1 (Proof of Loss) insurance form. This form is your official statement to your insurance company regarding what happened and where you are feeling pain/ injured, and any other health concerns you have as a result of the accident. This form can be found online, from your insurance company, or we have them available at the clinics. We are able and happy to submit this form to your insurance company on your behalf.

 

• As soon as possible, book an appointment with one of our physiotherapists. They will also complete a form for your insurance company, called the AB-2 Assessment Form. This is the official diagnosis of your injuries from the car accident. This therapist will be your Primary Care Provider for your insurance claim and injury recovery. If you are booking your first appointment after an MVA online with one of our physiotherapists, please select an “MVA (Motor Vehicle Accident) – Initial Assessment” appointment. You may also contact us, and we will be happy to book your appointment for you.

 

• Depending on your diagnosis and degree of injury, you will initially be entitled to either 10 or 21 rehabilitation treatments to be used within 90 days of the accident. These treatments can be any combination of physiotherapy, chiropractic, or massage therapy. You will work with your Primary Care Provider to determine the best treatment plan for you, but ultimately, you choose what type(s) of treatment you receive and which practitioner(s) you choose to see. Our clinic can direct bill your car insurance company for your treatment.

 

• Accessing treatments will not cause any increase in your premiums, even if you are deemed to be at fault in the accident, as premium increases are determined by the number of at-fault accidents you have, not the cost of the accidents. If you are not feeling back to your pre-accident health status at the completion of the 90 days or your allotted number of treatments, our physiotherapist will request coverage for more treatment from your car insurance company. These benefits are called Section B benefits and are often a specific dollar amount or treatment visit amount for different practitioner types (chiropractic, physiotherapy, massage therapy, acupuncture, psychology etc.)

 

• If you have any questions or would like to book your MVA Initial Assessment appointment with one of our physiotherapists or treatment with another one of our clinicians, please contact us or book online.
We will try our very best to accommodate you depending on your needs. Our clinic is located on the second floor of Bolder Climbing Elevated.

 

Unfortunately, we do not have elevator or lift access to the second floor at this time, with stairs being the only means to the second floor. If you are not able to go up or down stairs, we would be happy to make recommendations for alternative locations at this time.

We do NOT have a contract with WCB. Therefore, if you have an injury related to work, we recommend you make a claim through WCB and attend a clinic that provides these services. We would be happy to recommend another clinic for WCB claims.

We do NOT have a contract with AHS for low-income or post-operative funded visits.

 

We would be happy to see you post-operatively and support you with your recovery. You would have to pay privately or use your extended health benefit if available.