Frequently Asked Questions
Answering your questions
If you are new to massage and/or athletic therapy, we understand that you might have some questions. We are confident that we have the answers to your inquiries. Below are the answers to the questions that are most commonly asked about any services that our clinic provides. Feel free to reach out to the clinic and/or your therapist if you have any addition questions/comments. After all, your experience and your treatment plan is about YOU and the care/movement of YOUR body!
In addition to our usual FAQ, COVID-19 closures and concerns have brought up many questions in regards to how our therapies and clinic environment has changed. We have added some of these below.
Should you have additional questions please feel free to contact us.
COVID-19 RELATED FAQ
Is it safe to book an appointment for an in-person session?
We must remember that we are still experiencing a pandemic in this current time and we all have responsibilities when it comes to maintaining our personal health and safety and the health and safety of others. We have prepared for reopening to be in compliance with all suggestions from Public Health Ontario, Ministry of Health, as well as our professional governing bodies (i.e. CMTO).
- Our infection prevention protocols and cleaning and sanitization procedures have been improved and are extensive. This includes all medical grade hand soaps, disinfectants, detergents and other cleaners, etc.
- All linens (as always) are single use and laundered daily.
- Our therapists PPE (masks and or face shields) are surgical grade and are in place for YOUR protection
- Our therapists will be changing clothes between patients to prevent any cross-contamination between patients
- We have limited our scheduling to not only limit therapist exposure and cross-contamination between patients, but to also abide by physical distancing measures where ever possible
With that being said, the nature of the manual therapies we provide is very personal in nature, therefore there is always a risk of exposure even with all of the recommended Public Health and Regulatory College guidelines in place. Our therapists are doing what they can to provide as safe a session as possible (this includes abiding by all restrictions in place inside AND outside of the clinic environment) and we ask that you do the same to keep you, your family and our Sports Therapy Solutions family safe as well! We are all in this together!
Note: If you would like more information about what we are doing "behind the scenes" in our clinic environment, talk to your therapist and/or ask for our Infection Control and Prevention Checklist before your appointment. This checklist is also posted in our clinic space.
Why is your booking system unavailable? How do I book an appointment?
Due to the backlog that we are experiencing, we have decided to temporarily disable the online booking option. To book your appointment, please contact your therapist directly (therapist contact information found here). Your therapist will add you to their existing booking list and will reach out with appointment date(s)/time(s) as they become available.
This booking process is in place for now to allow for our therapists to prioritize patient needs on a case by case basis, allow for each patient that has reached out since closures and active patients prior to closures to get a fair chance at receiving in-person treatments if they so choose, to allow our therapists to book appointments while still adhering to appropriate protocols and procedures that happen between patient appointments, as well as (and more importantly) to be sure that our therapists do not become overwhelmed. Our therapists, due to the closures made on March 16 2020, have not been providing care since and therefore, we believe it is important for them to recondition themselves in addition to adjusting to their "new normal" that requires more time throughout their day that is unavailable for booking, which also includes additional administrative responsibilities.
Do I have to do COVID-19 Screening before booking an appointment?
Yes! When you book your appointment, you will receive an e-mail with a link to patient intake forms. This e-mail will be sent along with your appointment confirmation, but will be a separate e-mail from the confirmation e-mail - so keep an eye out for it! A digital Covid-19 screening form will be provided and MUST be completed before your appointment (ideally 12-24 hours before your appointment). This screening must also be done before each follow-up appointment and not just the first time back into our clinic space. The Covid-19 consent form will be filled out once, and this is also to be done prior to your first appointment back.
When entering the clinic space, your therapist will also perform a contactless temperature check on you and you will also be asked if anything from your Covid-19 screening form has changed since it was completed 24 hours prior.
NOTE: Our therapists also get Covid-19 screening with the same parameters each day.
What if my COVID-19 screening before my booked appointment is positive?
Our screening processes (online and in clinic) are mandatory and are in place for your safety as well as ours. If you screen positive online or in clinic, this does NOT mean that you have a confirmed diagnosis of COVID-19. If a positive screening does arise, we will offer you resources on how to move forward and we will happily reschedule your appointment.
Here is where you can find a Covid-19 testing centre nearest you.
As mentioned, your therapist also receives prescreening each day. If your therapist screens positive, they will be unable to provide treatment and your appointment for that day will be cancelled and rescheduled when safely able.
Note: The College of Massage Therapists of Ontario (CMTO) has updated that any patients looking for in-person treatment for headache would potentially screen positive (meaning they would be unable to receive in-person treatments) with the current Covid-19 pre-screening requirements and these individuals may require additional screening and may require your therapist to contact the Ministry of Health (MOH) for further guidance prior to booking the appointment to provide treatment. If you are a previous patient with an active file (i.e. were receiving treatments prior to Covid-19 closure) with a health history of chronic headaches, your therapist is to use their own professional judgement and assess the level of risk. Talk to your therapist directly if you are looking to receive treatments directly related to headaches.
What if I have symptoms on the screening, but they are unrelated to COVID-19?
We understand that some of the symptoms on the prescreening digital form may be symptoms that would be familiar to you (such as headaches or symptoms due to allergy). We ask however, if there is any doubt that any of the symptoms may NOT be related to your allergies or they are a new onset, that you cancel your appointment if you have already booked one, OR we will have to cancel your appointment regardless due to a positive screening. Please speak to your therapist directly if you have any concerns.
NOTE: Any new onset of headaches will NOT be treated by our therapists. Headache/migraine treatment(s) will be in place if you are a previously active patient receiving these types of treatment from our therapist(s), are referred by a doctor, and/or you test negative for COVID-19. We strongly urge/recommend any new onset of symptoms (if you are unsure if they are tension related, allergies, etc) to be tested for COVID-19 prior to you contacting your therapist for booking. Again, if you have any questions/concerns, please contact your therapist directly. Our therapists will make professional decisions when weighing medical risks and benefits for themselves as well as you, the patient.
Do you have hand washing areas available?
Yes! We have multiple areas in the clinic that are dedicated to hand hygiene! Hand hygiene stations are found in the following areas:
- Immediately upon entry to the clinic (on your right side); automatic dispenser
- In each treatment space, located on the top of a cart next to treatment table; pump bottle
- In all of our common areas; automatic dispenser or pump bottle
- Back area (near laundry area), hand-washing sink with hospital grade hand soap available in automatic dispenser, (this is what our therapists are using before and after patients)
We have also included signage in our clinic space for proper hand hygiene techniques.
Will therapists be wearing personal protective equipment (PPE)?
Your therapist will be wearing a surgical grade face mask approved for medical use and may choose to wear a face shield as well if they feel it is appropriate (ie. while treating head and neck areas, headache patients, etc). Your therapist will be disposing of their mask after your treatment session and will put on a new one for the next patient. Our therapists have chosen not to wear scrubs/gowns, but are changing their clinical clothes between each patient that are laundered immediately after use. Gloves are not necessary unless dealing with open wounds/bodily fluids, and our therapists have extensive hand washing protocols in place before and after treatment sessions.
Please ask your therapist directly before your appointment if you have any additional questions in regards to PPE.
Note: All PPE and cleaning/disinfecting products are medical grade, therefore are the same products found in many hospital settings. Due to potential hospital shortages with this type of equipment, PPE has been difficult to procure. Future appointments may be cancelled if our supply of PPE becomes increasingly difficult as hospital needs are priority during the pandemic. Our clinic, in no circumstances, will continue to operate if we are unable to supply our therapists with appropriate PPE and additional supplies.
What if I don't feel comfortable wearing a mask?
Current Ministry of Health (MOH) guidelines and our professional governing body (CMTO) has mandated that masks are to be worn in public spaces where physical distancing is difficult to achieve. Due to the nature of our profession and closeness needed during sessions, physical distancing becomes impossible. Masks are for your safety and ours and will help to decrease transmission risk. If you have a health condition which raises concerns about mask use, please speak to your therapist directly.
Here are resources for proper use of face masks that are appropriate in our clinic environment.
Note: If you are wearing a disposable mask, please dispose of appropriately and do not leave them in the parking lot.
Why are there therapist scheduling changes?
There are a few reasons why you will see a change in scheduling with our therapists.
As part of our reopening, we have extensively increased our cleaning and sanitizing protocols - these protocols require time and will be done in between sessions and at the end of the day. All sessions are currently being booked for 45 or 60 minutes only. Our therapists will also be using time between sessions to complete record keeping work, book patients and perform other administrative responsibilities, confirm online screening and forms from our online portal, prepare necessary protocols for the next patient, etc. Our therapists have also staggered their appointment bookings so that our patients do not have to cross paths through the common areas of the clinic. Due to new policies and procedures in place during this pandemic, our therapists are unable to see the same number of patients per day as they did previously. Due to this, please note that "maintenance" appointments may be suggested to be done virtually and/or have longer gaps between follow up appointments in order to accommodate as many of our patients as possible.
In addition to the above affecting therapists' scheduling, our clinic's office building has also undergone scheduling changes in regards to its opening and closing to the public times to ensure proper cleaning and building maintenance.
Please remember and respect that our therapists are also adapting to this new clinical work environment and have been working tirelessly to prepare for a safe reopening!
What types of appointments are being prioritized/deemed "essential"?
Although we are prioritizing booking by specific needs at this time, we are still able to treat non-essential clients as well. However, during COVID-19, there were a lot of closures in the medical field, this includes many orthopaedic surgeries. Now that everything is reopening, these types of procedures within our active client base may increase. These individuals are prescribed and require extensive therapy that if they do not receive may impact their mobility, immune system, and overall quality of life.
Other essential cases/examples include:
- Acute injuries/mobility issues
- Moderate/severe chronic pain that have restricted access to pain clinics and other therapies at this time
- Immuno-compromised conditions (i.e. autoimmune disease, those undergoing cancer therapies...)
- Direct therapy referral from a doctor with a case that may offload emergency room services
- Any condition that may worsen or increase complications without treatment leading to hospitilization
If you are unsure if your condition/injury fits the prioritized needs for booking, please contact your therapist directly.
Do I have to participate with contact-tracing?
No, this is absolutely optional. You have the right to refuse to participate in our logging.
Our visitor logging is in place as per suggested Public Health Ontario and Professional College requirements for reopening. Therapists, couriers, patients, etc that may enter the clinic throughout the day and this is our way of risk management should a positive case arise; i.e. makes it easier for us to contact anyone that may have been in the building/clinic space or in close contact with a positive case.
What if I have traveled recently?
If you have traveled outside of Canada, you MUST isolate for 14 days. If you have any appointments booked during this time, we will be happy to reschedule.
If you have traveled within province and/or within Canada, but are experiencing any symptoms (even mild), have been in contact with someone experiencing any symptoms, please contact your therapist to reschedule. Remember, that your safety and ours is the HIGHEST priority and no amount of precautions that we do within our clinic will not completely abolish the risk. The best defense is to stay at home, especially if you are feeling unsure about what to do in these circumstances.
Note: Please see links posted above for self assessment tool and testing centres nearest you.
What if I am feeling unwell?
We respectfully and strongly urge you to notify your therapist and cancel your appointment if you are feeling unwell, even if you are confident that it is not COVID-19 symptoms that you are experiencing. This also goes for you potentially not feeling well during your treatment sessions. Please remember that our therapists have been out of work since March and are doing their part to remain healthy in order to keep patients healthy and we ask that you do your part in this also.
If you believe that you are experiencing COVID-19 signs/symptoms and/or are aware that you have come into contact with someone that has tested positive for COVID-19, please perform this self-assessment tool.
Our cancellation fees have been waived during this time and our therapists would be happy to reschedule your appointment, even with short notice! No show fees, however, will still apply.
Note: If our therapists at any point feel unwell throughout the day, they reserve the right to cancel your appointment. Remember that we are working with your safety and ours in mind and is our highest priority.
Are you accepting new patients during this time?
Currently, we are still working with extensive backlog. Our therapists are working diligently to book in as many of our active patients as possible (essential AND non-essential). New patients that have been referred directly from a physician for post-operative care and/or have been referred to us in order to lessen patient load for hospitals will be prioritized at this time. That being said, if you have been referred by someone (i.e. friend, family member...), please reach out to that therapist or e-mail the clinic directly and you may be placed on a booking list. Please be aware, however, that because our therapists are booking through backlogged active patients, a new patients wait time may be extensive.
If you are a new patient that may fit into "essential" priorities, please reach out to the referred therapist, and/or the clinic directly (contact us). Your therapist may suggest a phone and/or virtual consult prior to booking you for an in-person treatment. Your therapist may also prefer this method so that your booked in-person assessment would include more hands-on treatment time.
If you are a new patient that may be "non-essential", please know that you may also contact us and/or the therapist for virtual consults and may receive virtual programming while waiting for an in-person session. These sessions are great if you are dealing with an old/previous injury, have had other therapies and/or are currently receiving other manual therapies, have injuries/conditions that may be related to your recent change(s) of lifestyle; for example, sitting daily at your work-from-home setup that may not be entirely ergonomically set-up/postural dysfunctions, increasing mileage in your runs and/or participating in more frequent at-home workouts, etc. We would love to help as best we can within the limitations we are currently dealing with!
*Note: Active patients refers to patients that were in our system and were receiving treatments prior to COVID-19 closures.
What are Virtual/TeleHealth Sessions? Will they work for me?
These sessions are to decrease in-person appointments and to help with backlogging during this time. This is something we have implemented since our COVID-19 closure in March.
These types of sessions will be determined by your therapist in regards to what your specific needs are. We strongly suggest these sessions if you are someone that requires a program including a large amount of exercise, are currently in a later stage of healing that may include returning to work/play and are comfortable with programs that have previously been set in place and supervised by your therapist, a program that includes a lot of self-care/maintenance work, or if you are not feeling comfortable with in-person treatments. If you are a high-risk individual, we also recommend virtual care as it is the safest route for you!
Moving forward, your therapist may add virtual therapy to your home exercise programming in order to prolong your time between appointments to allow for our therapists to prioritize in-person appointments (for example: post-operative patients) and to improve your accountability and healing potential!
Why is there an increase in your service fees?
COVID-19 closures and the additional expenses needed for a safe reopening have largely increased our operating costs.
COMMONLY ASKED THERAPY QUESTIONS
How will massage therapy benefit me?
With professional massage therapy you can experience relief from muscular tension and pain, receive increased range of motion and a reduction of mental stress levels. Massage is a natural healing process that can deliver both physical and emotional benefits.
Treatments are specifically tailored to meet your needs.
Do I have to be an athlete or have a sports related injury to receive Athletic Therapy?
No! Athletic therapy is for everyone! Athletic Therapists are experts in rehabilitating orthopaedic injuries rapidly as well as trained in concussion management and treatment. Although you can commonly spot an Athletic Therapist working with sports organizations (amateur, varsity and professional), we are always willing to treat your injuries whether they were caused by sports, work, or life as we know it. When working with an Athletic Therapist, you will be treated athletically - in other words, expect exercises that are individually prescribed for you (this includes your injury needs, your personal goals, current or returning to activity level or lifestyle, etc) and a wholistic approach that is designed to treat the cause and not just your area of pain.
How often will I need treatments?
Your body will always let you know the answer to this question. Some people require only a few sessions to treat a specific problem, while others become regular users of massage therapy as both proactive and preventative healthcare. Massage can help maintain good muscle tone, flexibility, and help correct muscular injuries. Your therapist is also a good resource and can suggest how many sessions may benefit you.
How old does a person need to be to receive massage therapy/athletic therapy?
Any age. Massage/athletic therapy treatments are effective from birth until palliative care stages.
Which regions of my body get massaged?
The therapist will ask you what you want to get out of the session. You will also be asked to describe any chronic problems that you are experiencing. This will determine the appropriate regions of your body that need attention. A typical full-body massage involves your back, neck, shoulders, arms, legs, feet, and hands.
Will I experience muscle soreness following a massage therapy treatment?
Most people report feeling very relaxed, and often experience significant relief from aches, pains and stress after a massage session. However, some people, especially those who require deep-tissue massage, experience mild muscle soreness which may last a day or two. Once the soreness is gone, they often notice heightened energy levels and an increased range of motion. Increased soreness post-massage may also be indicative of your hydration levels due to the physiological changes that happen at a cellular level after a massage. This is why your therapist will always suggest consistent hydration routine, especially pre and post massage sessions.
What if I am uncomfortable with the personal nature of a massage as a first time patient? Do I have to take off all of my clothes?
It is not uncommon for first-time clients to be apprehensive with the personal nature of massage therapy. Most clients lose this apprehension within the first few minutes of treatment. Massage therapists are trained professionals who respect your feelings and will create a treatment session that is catered to your needs and what YOU are comfortable with and consent to. Our therapists will consistently check-in with you and allow for open communication to make sure that your experience is a positive healing experience.
In regards to clothing, no you do not have to take off all of your clothes! One of the keys to the success for your massage therapy session is your ability to relax and feel comfortable. Therefore, the decision is yours; remove only the articles of clothing that you are comfortable with removing. Traditional full-body massage treatments work best administered directly, without the barrier of clothing on the areas massaged. During a session you will be fully covered with a table sheet/blanket, only the area of your body that is being worked on is uncovered. Before and after the session, you will undress and dress in complete privacy. The decision is yours! Your massage session will be designed for you whether you are comfortable with draping techniques or you want to wear active wear!
Will my extended healthcare plan cover the costs of massage therapy or athletic therapy treatments?
Yes. Most extended healthcare plans include massage therapy. Some plans may ask you to first receive a physician's referral before you are able to be reimbursed for your claims.
If you are looking for Athletic Therapy in your extended health plans, we suggest you call your provider. Athletic Therapy in Ontario has come a long way and are still continuing to become further recognized with insurance providers. You are your own best advocate! If you do not have Athletic Therapy but have found it to be a positive addition to your rehabilitation, talk to your Medical Practitioner about it, your Human Resources department, and or your Insurance Provider!
Feel free to contact us and we will be happy to help you determine your plan's coverage.
