Frequently Asked Questions

 
 

which treatment is right for me?

Many of our patients find benefit from multiple forms of treatment working together, which is one major plus at an integrative clinic.  If you are not sure where to start or which would best for you, we recommend coming in for an assessment.

Can you directly bill my health insurance?

Yes. We offer direct billing for most major insurance providers. It is the patients responsibility to know the details of their plan, including deductibles and yearly limits; for privacy reasons this information is not shared with the clinic. In the case of direct billing not being available due to plan rules, patients are responsible for paying the fees.

can i get a last-minute appointment?

To ensure your ideal appointment time we recommend booking ahead, however there may be a chance of last-minute appointments. Please call 250-391-8811 to see if there are appointments available within the next couple of hours, as these no longer appear on our online booking. You may also add yourself to a cancellation waiting list through our online booking.

Why do I need to enter my credit card?

Sometimes billing may need to be handled off site, as in the case of the Covid lockdown of 2020 when there was no staff in the clinic to process payments. Having a credit card on file also helps in case there is a delay or change in receiving payments from your insurance company. There can be several different scenarios why we may need to process your credit card but we will discuss that with you. Patient fees in the clinic can also be paid by debit, credit or cash.

Do you take ICBC?

We take ICBC for Acupuncture, with direct billing for fees. The chiropractors also see ICBC patients but we do not direct bill for fees. Sarah Spencelayh is the only RMT taking ICBC patients but we do not direct bill for fees.

Why won’t my intake form save?

If a patient has trouble saving their intake form, it could be due to a few factors. Here are some common issues and solutions:

  1. Browser Issues: Sometimes, browser settings or extensions can interfere with the functionality of web-based forms. Encourage the patient to try using a different browser or clearing their browser cache.

  2. Connection Problems: A weak or unstable internet connection can cause issues when saving forms online. The patient should check their internet connection and try again.

  3. Auto-Save Feature: Jane's intake forms typically auto-save as a patient fills them out. If the patient is experiencing issues, it might be due to interruptions in this auto-save process.

  4. Form Completion: Ensure the patient has filled out all required fields. Sometimes a form won't save because the required information is missing.


When a patient is filling out an intake form, the forms are saved when someone moves from one step to another. For example, if someone presses the blue Next button after completing their demographics, this will save their demographics.

It's worth noting that since intake forms are saved when moving between steps, a very comprehensive Questionnaire portion will take time to complete. Patients should complete this in one go to not lose their progress if they navigate away partway through a section.