Frequently Asked Questions
We believe that clarity builds trust. Below you’ll find answers to frequently asked questions about our services, booking process, direct billing, and what to expect during your visit. Whether you’re new to Newleaf or a returning patient, we want you to feel informed, empowered, and supported every step of the way.
If your question isn’t listed here, please don’t hesitate to contact us or book a consultation — we’re here to help.
Appointments & Access
Booking, late arrivals, cancellations, accessibility
Do I need a referral to book an appointment?
No referral is needed. You’re welcome to book directly with any of our practitioners. If you’re unsure which service is right for you, our free patient care coordinator can help guide your choice.
What if I’m running late for my appointment?
We understand that life happens. If you’re running late, please call us as soon as possible. We’ll do our best to accommodate you, but your session may need to be shortened or rescheduled to respect the next patient’s time.
Can I see more than one practitioner on the same day?
Yes, many patients choose to combine services—like massage and counselling or chiropractic and naturopathic care—for a more integrated experience. Just let us know your goals, and we’ll help coordinate your schedule.
Is your clinic wheelchair accessible?
Yes — Newleaf Total Wellness Centre is fully wheelchair accessible. Our entrance, treatment rooms, and washrooms are designed to accommodate mobility aids, and we’re happy to make additional adjustments to support your comfort.
If you have specific accessibility needs, please let us know when booking. Our care coordination team will ensure your visit is smooth, respectful, and tailored to your needs.
Do you offer affirming care for 2SLGBTQIA+ patients?
Yes — Newleaf Total Wellness Centre is committed to providing safe, respectful, and affirming care for patients of all gender identities, sexual orientations, and lived experiences. Our practitioners strive to create a welcoming environment where you can speak openly, access care without judgment, and feel supported in your wellness journey.
If you have specific needs, concerns, or preferences — including pronoun use, trauma-informed care, or practitioner matching — our care coordination team is here to listen and help. We believe that dignity, choice, and emotional safety are essential to healing.
I forgot I had a physio, chiro, or active rehab appointment today and I'm not dressed appropriately. I’ll be late if I go home to change. Should I cancel?
No need to worry. We’ve got your back! At Newleaf Total Wellness Centre, we keep clean shorts and t-shirts on hand for situations just like this, and we have a private space where you can change. Don’t stress or cancel – just come on in and we’ll make sure you’re comfortable and ready for your appointment.
Insurance & Billing
Coverage, direct billing, referrals, combining services
Do you provide direct billing to my insurance company?
Yes! We offer direct billing for all our eligible services. Please note that all third party billing, including ICBC, require a credit card be kept on file for all incidentals such as deductibles or missed appointment fees.
Can the front desk tell me how much my insurance will cover ahead of time?
Unlike dental clinics, wellness clinics like ours don’t typically run preauthorizations for paramedical services such as massage therapy, chiropractic care, or counselling. Coverage details can also change between the time you inquire and the time you attend — especially if you use your benefits elsewhere in the meantime.
Due to privacy laws, your plan information is only accessible to you through your benefit provider’s portal. When we submit a claim, we receive limited details: whether the service is covered and how much will be reimbursed for that visit. We don’t see your remaining balance, deductible, or plan limits.
To avoid surprises, we recommend checking your coverage directly with your provider before your appointment. Our care coordination team is happy to guide you through that process.
How do I check my insurance coverage before my appointment?
Most benefit providers offer a secure online portal or mobile app where you can view your coverage details. Log in to your account and look for sections like “Claims,” “Coverage Summary,” or “Benefits.” You’ll want to check:
- Whether the service (e.g., massage therapy, chiropractic care, counselling) is covered
- Your remaining balance or annual maximum
- Any deductible or co-pay amounts
- Whether a referral or prescription is required
If you’re unsure where to start, our care coordination team is happy to guide you through the process and help you ask the right questions.
Do I need to pay upfront if I have insurance coverage?
If your plan includes direct billing and the service is eligible, we’ll submit the claim on your behalf and you’ll only be responsible for any remaining balance. However, not all plans allow direct billing, and some require full payment upfront with reimbursement sent to you later.
To avoid surprises, we recommend checking your coverage and direct billing eligibility before your appointment. Our care coordination team is happy to help you navigate that process.
Why does the clinic keep my credit card on file?
Keeping a credit card on file helps us protect appointment times, reduce missed visits, and streamline billing—especially for services like ICBC or direct billing. It ensures fairness for all patients and allows us to maintain access to care while minimizing administrative delays. Your information is stored securely and only used in accordance with our cancellation and payment policies.
Care Experience
First visits, choosing practitioners, affirming care, seasonal support
What should I expect during my first visit
Your first visit is all about understanding your needs and making sure you feel comfortable. Depending on the service, your practitioner may begin with a brief intake, review your health history, and discuss your goals. They’ll explain what to expect during treatment and answer any questions you may have.
We encourage you to arrive a few minutes early, especially if you haven’t completed your intake forms online. If you’re unsure what to bring or how to prepare, our care coordination team is happy to guide you.
What if I’m not sure which practitioner to see?
You’re not alone. Our complimentary patient care coordination service can help match you with the right practitioner based on your goals, preferences, and coverage. Just reach out—we’re here to support your journey.
Do you offer care for children or teens?
Yes, several of our practitioners are experienced in working with children and youth. Please let us know the age and needs of your child, and we’ll help you find the right fit.
Why do I need to fill out intake forms for each service?
We know it can feel redundant, but each discipline has its own intake form to meet regulatory requirements. While we work to streamline the process, some duplication is unavoidable. We appreciate your patience—it helps us provide safe, personalized care.
Do you offer care for cold and flu season?
Yes — several of our practitioners offer supportive care during cold and flu season. This may include naturopathic remedies, immune-boosting treatments, acupuncture, or nutritional guidance to help your body recover and stay resilient.
If you’re feeling unwell, please call before your appointment so we can assess whether it’s safe to proceed or if rescheduling is best. We’re committed to protecting both your wellbeing and the safety of our community.
Call Us
(604) 850-2511