FAQ’s

Please arrive at least 15 minutes prior to your first appointment for intake and bring your insurance card, photo id, and the following if applicable: Valid physical therapy prescription or referral, postoperative protocols, a change of clothes, and billing information for payment.

Please bring loose-fitting clothing to each appointment. Some suggestions for attire based on body part to be treated:

Neck: Tank top with plenty of access to the neck and upper back.
Shoulder: Tank top that allows access to shoulder, neck and shoulder blade.
Lower back: Sweatpants or shorts with elastic waistband.
Hip/knee/ankle: Shorts that comfortably rise to upper thigh without constriction to leg.

For your convenience, most of our locations have changing rooms and to store your belongings.

Typically, the first session is one hour, and follow up sessions are between 45 minutes to one hour. Your first session comprises of an evaluation, treatment, and plan of care outline. Subsequent treatment is dependent upon your specific condition and will typically comprise of 30 min one on one with the therapist and 15-30 minutes afterwards to complete the recommended therapeutic exercises. Depending upon the condition, the recommendation is generally somewhere around 2-3x sessions per week for 6-14 weeks. You will discuss etails specific to your case with your therapist and determine the best approach for you.

South Keys Health treatments are primarily manual-based, especially in the early phase of therapy, meaning that our therapists use their hands to help improve soft tissue extensibility and joint flexibility. Depending on the acuteness of your symptoms and levels of soft tissue irritability some techniques will feel more aggressive than others. You may experience some muscle soreness for a day or two after your session.

Some insurance plans require a referral in order to be seen by a physical therapist. A referral is a document that you request from your primary care physician, stating the medical need for the involvement of another practitioner or specialist other than your primary care physician . A quick phone call to your physician’s office will usually take care of this.

Authorization is the determination that a service is medically necessary, made by an insurer of a health care service, generally before the service is rendered. This approval is required for the insurer to cover the service. If authorization is needed, our dedicated authorization team will work directly with your insurance company. In many cases, multiple rounds of authorization requests need to be made to carry out a full plan of care. The determination is made by a medical reviewer from your insurance company, and the approved number of sessions may not always coincide with what your physician or physical therapist recommends.

South Keys Health will verify your extended health coverage (EHC) and we encourage you to check your benefits with your insurance company as well. It is the responsibility of veryone to be informed of their own insurance benefits. Your insurance will be billed for the services rendered during the appointment. Once the claim is processed, your insurance will inform us of any patient responsibility. If the explanation of benefits (EOB) from your insurance states an amount due as patient responsibility, a statement will be sent of the amount indicated by your health insurance.

South Keys Health is making it easier for you to find care, resources and
services throughout Ottawa region. If you have a question about your bill,
please give us a call.
If you need assistance, please email [email protected].

Please send a request to [email protected] or call our office.
We will send you a PIPEDA release form, which you must complete and
send back to us at [email protected] or fax to:
1-2401 Bank Street, Ottawa, Ontario, K1V 8R9