COVID-19 Policy

Thank you for booking an in-clinic appointment with Treloar Physiotherapy. We want to assure you that the health and safety of you and our staff is our number one priority. We have invested considerable time and resources to developing policies and procedures for our patient and staff in order to keep everyone safe. Prior to arriving, we kindly ask that you read all the FAQ’s below to prepare for your upcoming appointment. Please review and complete the Pre-arrival Check List below prior to your arrival.

Pre-arrival Check List

  • Review FAQs below
  • Review our COVID Protocol to determine if now is the best time to book your appointment
  • Review the patient screening questions below and be prepared to provide your answers upon check in at the front desk prior to your appointment


Prior to your appointment, we are asking all patients to review the FAQ’s below and complete the screening questions. The screening questions will also apply to those that accompany patients. The screening questions will be made available to you on our website, online booking, email reminders, and posted on our reception desk. At this time, we request that only those who pass the screening questions continue to their scheduled appointment.

Also, for your protection and the protection of others, we also ask that each patient arrive to your appointment with a mask. If you do not own one, we will provide this to you upon arrival.

Wherever possible, we are encouraging all patients above the minority age of 19 to come independently to their appointments in order to reduce the risk of COVID spread. If you require assistance at your appointment, all guests will be asked to complete and pass the pre-screening questions.

We ask that you arrive as close to your appointment time as possible. If you are more than 10 mins early, your comfort is important so you may choose to wait outside the clinic in the common area, in your car, or outside (weather permitting).

Upon entering the clinic, you will be greeted by our front desk staff. If there is a line up, we have floor signs to indicate where to wait in the line. When you arrive at the front desk, there will be a hand sanitizing station to your left and encourage you to sanitize at this time. Upon check in, the front desk staff will first confirm again if you have passed the pre-screening questions. If passed, you will be asked to pre-pay for your appointment.   Your receipts will now be emailed as printed copies will not be available during the COVID period.

Once you have checked in, the front desk staff will direct you to a treatment room to wait in for your appointment.

To encourage a safe environment at the clinic, we encourage you to bring the following to your appointment:

  • Mask – please wear a mask when entering the clinic. If you do not have one, we will provide one upon check in.
  • Water bottle – we are no longer providing disposable cups onsite and encourage you to bring a reusable water bottle.
  • Credit card – please bring your credit/debit card to the appointment as we are limiting the receipt of cash currently.
  • Extra pair of clean long socks – for those who are scheduled for a Clinical Pilates session, please
    bring with you an extra pair of clean long socks.

Treloar Physiotherapy wants to reassure all patients that our clinic is a safe environment for all to attend. We have taken the following measures under the direction of all Regulatory Associations, Public Health, and Chief Medical Officer:

  • Our booking time appointments have been modified to maintain physical distancing requirements that take priority over occupancy limits.
  • We have also acquired all the necessary Personal Protective Equipment (PPE) in protecting and preventing the spread of COVID19.
  • We have acquired all our sanitization products that follow the Health Canada guidelines from hand sanitizers, hand wipes, and disinfecting products. Our clinic disinfects all patient contact items between each patient use.

Yes, public washrooms are still available at the clinic. For those of you that reside close to our clinic, we encourage you to use the comfort of your washroom facilities at your home before coming. For those who use the public washrooms at our facilities, we request that you sanitize your hands again when reenter the clinic.

We will still have our 24-hour cancellation policy in place with leniency toward illness related circumstances. We will not charge anyone for a missed appointment who suddenly comes down with symptoms of an illness or a member of the family that requires immediate attention.

Patient Screening Questions

Be prepared to provide your answers upon check in at the front desk prior to your appointment.

Are you experiencing any of the following?

  • Severe difficulty breathing (e.g. struggling to breathe or speaking in single words)
  • Severe chest pain
  • Having a very hard time waking up
  • Feeling confused
  • Losing consciousness

Please call 9-1-1 or go directly to your nearest emergency department. These symptoms require immediate attention. You should call 9-1-1 immediately or go directly to your nearest emergency department. Please have someone call to cancel your physiotherapy appointment.

Go to Question 2.

Are you experiencing any of the following?

  • Mild to moderate shortness of breath
  • Inability to lie down because of difficulty breathing
  • Chronic health conditions that you are having difficulty managing because of difficulty breathing

Please consult your family doctor or nurse practitioner. You can call 8-1-1 anytime to talk to a nurse at HealthLinkBC and get advice about how you are feeling and what to do next. Pay attention to how you are feeling. If it becomes harder to breathe, you can’t drink anything or feel much worse, seek urgent medical care at an urgent care clinic or emergency department. Please call to cancel your physiotherapy appointment.

Go to Question 3.

Are you experiencing cold, flu or COVID-19-like symptoms, even mild ones?

Are you experiencing cold, flu, or COVID-19-like symptoms (even mild ones)?

Symptoms include: fever, chills, cough, shortness of breath or difficulty breathing, sore throat, loss of sense of smell or taste, headache, extreme fatigue or tiredness, diarrhea, loss of appetite, nausea, vomiting, body aches.

Please call to cancel your physiotherapy appointment. Refer to our COVID-19 patient protocol to determine when to book your next appointment.

If No and fully vaccinated

Please proceed with your booked appointment. Your questionnaire is complete.

If No and not fully vaccinated (or prefer not to answer)

Go to question 4.

(To be considered fully vaccinated, you have received both doses of a 2-dose series (e.g., AstraZeneca, Pfizer-BioNTech, or Moderna vaccine) or it has been more than 14 days since you have received a single dose of a 1-dose series (e.g. Janssen).

Have you had close contact with a person with confirmed COVID-19?

This question is only for people who are not fully vaccinated.

Close contact is generally someone who has been near a person with COVID-19 for at least 15 minutes when health and safety measures were not in place or were insufficient. 

If No

Please proceed with your booked appointment.

If Yes

Please call us to cancel your appointment and refer to our COVID-19 protocol to determine when to book back in.

We appreciate your cooperation and look forward to continuing to support you on your wellness journey.

Please contact us here if you have any other questions!