Frequently Asked Questions

Questions we hear frequently at Killens Reid

Our physiotherapists have compiled a list of answers to help with your physio concerns and education. Should you need additional information, please do not hesitate to contact the clinic at 613-594-8512 or



Physiotherapy costs are reimbursable in whole, or in part, by most private insurance plans. Always best to check with your insurance provider in order to ascertain the amount of coverage per treatment as well as the total annual coverage. Killens Reid Physiotherapy Clinic does not directly bill your insurance company. It is your responsibility to pay upfront for your therapy and then to submit your receipts to your insurance company for reimbursement

No, the clinic does not direct bill with any insurance companies. Fees are paid in full at the time of your appointment, and you submit your receipt to your insurance company for re-imbursement.

We recommend that new clients arrive 5 minutes prior to their scheduled appointment. Your physiotherapist will perform a detailed initial evaluation, which will involve a history taking and a physical examination. This initial assessment will last 60 minutes. At the end of the session, your therapist will discuss the findings as well as the proposed course of treatment.

This will depend on the extent and the complexity of your injury. Certain conditions may require the full hour in order to perform a complete assessment, whereas other less involved conditions may require a shorter assessment and allow time to begin treatment.

There is a large, underground lot across the street from the clinic in the World Exchange Plaza, click for more info. In addition, there is limited street parking and several pay parking lots in the vicinity. During the lunch hour and rush hour, it may take you a few minutes to find parking, so best to arrive early in order to limit the parking stress.

Albert Street is only a 3 minute walk from the O-train Parliament Station.


Killens Reid Physiotherapy Clinic is open Monday to Thursday, 7 am – 7 pm and Friday, 7am-5pm. Please book online, contact the clinic via telephone or email to book an appointment.

If you need to re-schedule you must call at least 24 hours in advance of your scheduled appointment time. If not;

  • A charge of 50% of the appointment fee will be charged for rescheduling less than 24 hours prior to the appointment time.
  • A charge of 100% of the appointment fee will be charged for giving no notice of missing the appointment.

Direct access to physiotherapy has been available in Ontario since 1993. This means that you do not require a doctor’s referral to consult a physiotherapist. However, your insurance company may still require this referral in order to reimburse you for your physio treatments. Contact your insurance provider for clarification regarding the details of your coverage

No, the clinic does not see clients who have been injured in a work accident (WSIB claim).

As of 2017, the Killens Reid Physiotherapy Clinic no longer sees clients that are claiming their treatment costs through their motor vehicle accident insurance.

Privacy, Personal Information, and Consent

In Ontario, all Health Care Professionals and clinics must follow the PHIPA Personal Health Information Protection Act – Ontario’s provincial law specifically for health records. It has legally been deemed “Substantially Similar” to PIPEDA, and this is the law allied health clinics in Ontario will need to follow. PIPEDA applies to private-sector organizations across Canada that collect, use or disclose personal information in the course of commercial activity.

At Killens Reid Physiotherapy Professional Corporation, we use the Jane EMR and booking software. It is PIPEDA compliant, thus PHIPA compliant.

All data that is entered is encrypted, backed-up, and stored on Canadian servers.

Jane booking and EMR software doesn’t control access or use of the data that has been entered into it. This is something that every clinic controls individually through contracts, internal agreements, access levels and settings in Jane. As per Jane’s Terms of Use, the Account Owner is the legal custodian of data entered into Jane. In this case, the Health Information Custodian is Pierre Perron, Physiotherapist.

Jane software acts purely as a service provider to the business, to keep our patient’s data. We will never sell or trade the patient data that you store with us.

We have created and customized consent forms via our treatment-specific Intake Forms.

We are ensuring that all information collected from you is only for the identified purpose. In this case, PIPEDA states that we should only be collecting information for the sole purposes of your treatment.

Unless the individual consents otherwise or it is required by law, personal information can only be used or disclosed for the purposes for which it was collected. Personal information must only be kept as long as required to serve those purposes. If we require to remove data that has been collected in the software, we can reach out to the software developers, and they will be able to remove data from the account.

Personal information must be as accurate, complete, and up-to-date as possible in order to properly satisfy the purposes for which it is to be used. Each staff member has their own account to minimize and manage data entered into Jane. The Account Owner can control what staff members have access to.

Personal information must be protected by appropriate security relative to the sensitivity of the information. The Jane software takes security and privacy very seriously. For more information on the security features associated with this software, you can read about their cloud security white paper, their list of security features, as well as more information in their Security FAQ section.

An organization must make detailed information about its policies and practices relating to the management of personal information publicly and readily available. At Killens Reid Physiotherapy Professional Corporation, we have our policies and procedure manual, and best practices that are in line with PIPEDA/PHIPA compliance.

Upon request, an individual must be informed of the existence, use, and disclosure of their personal information and be given access to that information. An individual shall be able to challenge the accuracy and completeness of the information and have it amended as appropriate. If you request access to your chart, we have the ability to export your chart data at any time, or even give you access to your chart via a “shared chart” feature.

An individual shall be able to challenge an organization’s compliance with the above principles. Their challenge should be addressed to the person accountable for the organization’s compliance with PIPEDA, the Health Information Custodian, which is Pierre Perron, Physiotherapist.


The philosophy underlying the two forms of treatment are quite different. Although certain techniques, such as spinal manipulation are shared by both professions, they are but 1 technique in the toolbox of a manual therapist.

Joint mobilizations and soft tissue techniques may often be more indicated than manipulations, especially with long-standing or recurring conditions. Physiotherapy strongly emphasizes the ‘active’ component of the treatment. This is achieved by teaching the client-specific exercises, postural correction and proper movement patterns in order to give the client the necessary tools to self-treat. The latter will help to minimize dependency on treatment and prevent recurrence of symptoms.

Here is a brief description of each;

  1. Physiotherapy: Manual and biomechanical approach to musculoskeletal disorders and rehabilitation of injured joints and muscles. Goal is to re-establish normal movement patterns.
  2. IMS-Dry Needing: Using acupuncture needles as a tool for the treatment of trigger points and neuropathic pain.
  3. Acupuncture: Traditional Chinese Medicine using acupuncture needles to restore the body’s’ energy via the meridians.
  4. Lymphatic Drainage: Soft tissue massage to restore and improve lymphatic flow on areas that have been affected by either surgery or radiation.

Physiotherapy treatments generally last 30 minutes. In some instances, you and your physiotherapist may decide that 45, 60 or 90 minute treatments would be more beneficial.

Upon completion of your initial assessment, your therapist will be able to give you an estimate of the number of treatment required for your particular condition. More recent, acute injuries tend to respond quite quickly to treatment, requiring between 4-8 sessions on average. More chronic, complex conditions may require a longer period of rehabilitation.

Hours of operation

07:30 - 18:30
07:00 - 18h30
07:30 - 18:30
07:30 - 18:30
07:00 - 13:00