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Family Wellness FAQs

  • What is your cancellation or reschedule policy?
    There is no fee to reschedule up to the time of your appointment. If you have an emergency and need to reschedule, please simply notify us as soon as possible. Any no-shows at the time of your appointment will result in the loss of a prepaid session, and may only be refunded or rescheduled at the discretion of Family Wellness + Physio. A 50$ cancellation fee will be charged for any no show or failure to participate in Mobile PT sessions.
  • How do I get started?
    Follow these simple steps: 1. Schedule an appointment. (You’ll receive an emailed confirmation.) 2. You’ll receive an email with instructions on how to prepare for your appointment and all consent forms and waivers can be signed before you arrive. 3. Be on time for your appointment, or email immediately if you need to reschedule.
  • How do I know I’m doing the prescribed exercises correctly?
    We will work with you during the initial evaluation and all treatment consultations to ensure you have perfected any new exercises. We will demonstrate any new or unfamiliar techniques until you are comfortable doing them yourself, and will ask you to demonstrate back to us to confirm you have a comprehensive understanding. You will also have the opportunity to ask as many questions as you need during the patient education parts of consultation. Your self-confidence in performing prescribed, key movements is crucial to our cooperative success! In addition, if we've recommended a workout plan above and beyond a rehabilitative home-exercise program, you should be cleared by your physician for higher level physical activity, and are free to consult the services of a personal trainer as needed.
  • How will you diagnose my condition or injury?
    Even in the clinic, physio therapy evaluations start with a 'subjective assessment' in which the therapist will ask a series of questions to discover what they need to know about your injury. By the end of this initial Q&A, the therapist should have a very clear idea of your probable diagnosis, based on patient self-reporting alone. At this point, the therapist may perform some hands-on tests to confirm their assessment. Similarly, your online therapist will have you perform certain movements and ask further questions after each of these movements, and will then assess your feedback regarding each phase of the evaluation. This process will clarify the diagnosis and lead to the most likely solutions. If we are ever unsure of your diagnosis, we will not hesitate to refer you to a clinic for an in-person evaluation.
  • Is my condition or injury suitable for online therapy?
    The vast majority of common musculoskeletal injuries and complaints are suitable for online physical therapy. If we determine, however, that your situation is not at all suitable for an online diagnosis or treatment in physical therapy, we will refer you to the correct branch of health/medical services, and refund the cost of the session. If you prefer a brief chat with Julie prior to scheduling, please use our live chat feature.
  • What forms of payment do you accept?
    We use the Square business system for payments. Credit card payments are processed through square without you having to sign up for an account with us. We are Medicare credentialed for Part B outpatient Services and in network with BCBS of IL and Tricare. All other services will be billed as out of network and the patient will be billed for any co pays or coinsurance at the time your service is provided. Please ask for an estimate of your out of pocket costs and one will be provided to you in writing.
  • Do you accept my insurance?
    Our services are considered out-of-network with all insurance plans with exception to Medicare,BCBS of Illinois, and Tricare. We will submit your claim to your carrier as a courtesy but it is also a good idea for you to call and check on your insurance benefits. We are unable to submit or provide services to Medicaid beneficiaries. Your health insurance policy is a contract between you and your insurance provider. It is your responsibility to verify whether physical therapy delivered via video-conferencing (Telehealth or Tele-rehabilitation) is covered under your specific insurance plan. The steps to help you verify whether your therapy visits might be reimbursed are the same steps you would take if you were seeing a therapist in an office or clinic. Contact your insurance company to ask the following questions: · Are video-conferencing physical therapy rehabilitation services covered by my plan? · Does my plan offer out-of-network benefits for physical therapy via video-conferencing? · What is my plan deductible? Have I met my deductible? · Do I have a co-payment or co-insurance for Telehealth physical therapy services? · Does my therapist need to be part of a preferred provider network? · Is there a limit to the number of physical therapy sessions covered by my plan?
  • Do I need a doctor’s referral?
    You do not need a physician's referral to use our services in Illinois. Patients in Illinois have direct access to physical therapy evaluation and treatment. However, Your insurance may require that your physician sign your plan of care in order for a claim to be filed. If you plan to run your services through your insurance it is always best to discuss your desire to attend physical therapy with your physician first to make sure they are on board.
  • Do I need special equipment or a specific web browser for my evaluation?
    Our secure, third-party platforms tailor your consultation to the equipment and bandwidth you have available. If there are any difficulties, we will work with you until they are resolved. If you are viewing this page, you can successfully complete an online consultation. Any interrupted web consultations will be reconnected and extended until your paid session has reached your therapist's conclusion. If you have any questions regarding this, please feel free to contact us.
  • If I need to be seen in a clinic, do you provide referrals?"
    While there are many musculoskeletal injuries or complaints that can be managed via online consultation, some conditions do benefit from 'hands on' assessment and treatment. Dr. Julie Ross is skilled at detecting injuries and conditions that require in-person evaluation, and will provide clinic referrals on request.
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