FAQ

General

WHAT TYPES OF SERVICES ARE OFFERED BY HEALTHCASA?


HealthCasa currently offers Registered Massage Therapy, Physiotherapy, Ergonomics Assessments, Chiropody and Podiatry, Orthotics and Reflexology appointments at your home. We also offer Physiotherapy, Dietetics, Naturopathy and Nutrition Services virtually in the comfort and safety of your own home.Our fully vetted and certified practitioners can assess and treat you for a variety of conditions at home. If you are interestered in having health and wellness services at your office such as massage therapy, physiotherapy, chiropody or wellness seminars, please ask your employer or HR manager to contact us about our corporate health and wellness programs at HealthCasa At Work.




WHAT LOCATIONS DO YOU SERVICE?


We currently have practitioners across the Greater Toronto Area. Please send us an email to info@healthcasa.com with your postal code and the services you require if you are not able to locate a practitioner in your area and we’ll help you out. We want to work with you to ensure our services are as convenient as possible and available to as many people as possible.




HOW DOES HEALTHCASA SELECT PRACTITIONERS?


All HealthCasa practitioners are registered and in good standing with their respective professional body. That means that they meet the necessary requirements of their governing body (reviewed annually) to practice their profession. Once selected, all our practitioners must successfully pass a police background check. Multiple members of the HealthCasa executive team are personally involved in interviewing, selecting and training only the highest quality practitioners.




WHAT HAPPENS AFTER I BOOK MY APPOINTMENT?


You will receive an email confirmation confirming the date, time, location and practitioner name. You will also be directed to complete a health history form prior to your appointment. You can view all your upcoming appointments in your HealthCasa Profile. Reminder emails will be sent to you 48 hours and 2 hours before your appointment.




WHY DO I NEED TO COMPLETE A HEALTH HISTORY FORM?


Chiropody and Podiatry are regulated under the Regulated Health Professions Act, 1991 (RHPA). A health history form is a legal requirement mandated by the College of Chiropodists of Ontario (COCOO). Your health history is a complete picture of your health; this helps your practitioner determine the best treatment plan to suit your individual needs. You will only complete this form once, and your practitioner will update any changes with you at each visit.




HOW DO I PAY FOR THE APPOINTMENT?


HealthCasa accepts payment via Visa, Mastercard and American Express. Payment information is entered as you book your first appointment and for your convenience, it can also be used to collect payment for futuure appointments, as well as orthotics or compression socks. Your card is charged after your appointment is complete.




DO I HAVE TO LEAVE A TIP?


Tipping is not encouraged, however we believe that the best way to show appreciation is to complete a review and tell your friends and family about your positive experience.




HOW DO I GET REIMBURSED BY MY INSURANCE?


After your appointment is completed, all receipts and other documentation that may be required by your insurance company, will be emailed to you.




HOW DO I CANCEL MY APPOINTMENT?


If you are unable to keep your appointment, log in to your HealthCasa Account page, view upcoming appointments and cancel your appointment. Please note that appointments cancelled less than 24 hours before the start time, will be charged the full amount indicated at the time of the booking.




HOW IS MY PERSONAL INFORMATION PROTECTED?


HealthCasa has implemented multiple security measures to protect your personal information. Our regulations meet all standards prescribed in the Personal Information Protection and Electronic Documents Act. (PIPEDA) and adheres to the Personal Health Information Privacy Act (PHIPA). We use the same levels of encryption as the major Canadian banks and host all information in Canada.




HOW IS MY MEDICAL INFORMATION PROTECTED?


HealthCasa uses an Electronic Medical Records System to record treatment notes associated with each appointment. These notes, as well as the medical information that you include in your patient intake form, can only be accessed by your practitioner, as well as other practitioners that you book future appointments with, for a short time before and after your appointment, and with other strict permission guidelines. We meet all Canadian health data privacy requirements and meet or exceed all requirements established in the Personal Health Information Protection Act. (PHIPA). HealthCasa keeps a detailed log of everyone who accesses any part of any patient file and if any changes are made.




HOW DO I OBTAIN MY MEDICAL RECORDS?


Please contact HealthCasa at 647-691-5150 so that we can provide you with a hard copy of your medical records.




CAN I CHOOSE A SPECIFIC PRACTITIONER?


Your health, your home … your choice! We strongly believe you should have a choice when it comes to your health. You can select a practitioner that meets your needs or search for a specific practitioner by name, if they work in your area, or maybe you just prefer to see the same practitioner you saw last time. We want our practitioners to build long-lasting relationships with our patients, but at the same time, we also promise to deliver an outstanding service irrespective of which practitioner you choose.




CAN I REBOOK WITH THE SAME PRACTITIONER?


Absolutely! We strongly believe in continuity of care, so you are able to select a practitioner who you’ve seen in the past. If your practitioner is not available at your desired date and time, you will be presented with a list of other available practitioners that work in your area. All practitioners that you see will have access to your previous appointment history and clinical notes associated with your session through HealthCasa’s secure Electronic Medical Record system.




CAN I BOOK AN APPOINTMENT DIRECTLY WITH THE PRACTITIONER?


HealthCasa is not only an online booking system, but also a fully integrated patient portal which allows you to pay for your appointments, complete patient intake forms, access all your past and upcoming appointments, receipts, prescriptions, medical forms, and invoices for insurance (and more!) … no more lost forms, they’re always kept in your patient profile in our secure system. You can always book appointments through our site and choose whichever practitioner you want, based on your needs and availability. All clinical notes associated with your session will always be available through HealthCasa’s secure Electronic Medical Record system, to ensure that have the best follow up care experience. We thus strongly encourage you to continue using the HealthCasa platform for all your appointment bookings, and our HealthCasa practitioners are obligated to do the same.




CAN A PRACTITIONER ALSO COME TO MY OFFICE?


You bet! Appointments can take place in your office, home, cottage, hotel room or any other suitable location. You can save multiple locations in your HealthCasa Profile page. Just remember, if you want to see the same practitioner that you’ve seen at your home, at a different location, they might not be available in that area.




CAN I CHANGE THE LOCATION OF MY APPOINTMENT?


HealthCasa practitioners schedule their availability based on their working radius. If your appointment location is changed, we cannot guarantee that the same practitioner will be available in your area. We ask that you cancel your appointment and rebook using the correct appointment location. Please note that the same cancellation policy applies.




I AM RUNNING LATE FOR MY APPOINTMENT WHAT DO I DO?


Practitioners can only wait for a maximum of 15 minutes after the scheduled start time of your appointment time due to other scheduled appointments and commitments. Please note, we have a 24-hour cancellation policy so you will be charged the full price of your appointment should it fall within this window.




MY PRACTITIONER IS LATE FOR MY APPOINTMENT WHAT DO I DO?


HealthCasa practitioners will make every effort to be on time for your appointment, however life sometimes throws us curveballs. Please provide your practitioner with 15 min of grace time, after which we ask you to call the HealthCasa team at 647-691-5150 and we will contact your practitioner immediately. If your practitioner does not attend the session or is more than 15 min late, you can continue with the appointment, subject to the practitioner’s availability, or reschedule or obtain a full refund. If your appointment is rescheduled or refunded, you will not be charged for the session.




WHAT IF MY CHILD/PARENT/SPOUSE DON'T HAVE THEIR OWN EMAIL ADDRESS?


In most cases, with most email providers, there’s a quick fix. All you need to do is append a plus ("+") sign and the person’s name after your email address. For example, if your email address is parent@email.com , you could create email addresses for your kids as follows, parent+child1@email.com. You would then use this new email address when registering your child’s HealthCasa account. All emails to , parent+child1@email.com will go to parent@email.com





Practitioners

WHY SHOULD I JOIN HEALTHCASA?


HealthCasa gives you the flexibility to work at a time and a location that is convenient for you, while continuing to work at your existing clinic. Our online platform allows you to easily set your locations and manage your availability. Once you are matched to a patient, we will provide you with all the necessary booking information as well as all the equipment required to complete the appointment.

We are a dedicated team of both healthcare as well as business professionals. Marlie, our Chief Chiropodist, is a practicing Chiropodist, registered with the College of Chiropodists of Ontario. We’ve owned successful foot care clinics and orthotics labs and fully understand the landscape of the foot care industry, as well as both the college and insurance requirements.




DO I NEED TO STERILIZE MY TOOLS?


No, all tools will be single-use and will be delivered to you pre-wrapped in a sterile package.




WHAT DO I WEAR?


We will provide you with a HealthCasa uniform which include a HealthCasa branded t-shirt, HealthCasa ID badge, and your HealthCasa bag which will contain all necessary tools, instruments, supplies, etc.

We ask that you dress professionally and modestly, and wear closed-toe shoes at all time.




HOW DO I APPLY TO BE A HEALTHCASA PRACTITIONER?


Simply email hiring@healthcasa.com, include a copy of your resume and once we have reviewed your information, a member of the Healthcasa team will contact you to schedule an interview.




WHAT EQUIPMENT DO I NEED?


You will need an iOS or Android smartphone, tablet or laptop that can connect to cellular data. We will provide all other necessary clinical equipment and materials. A kit including all the equipment that you need for a specific appointment will be delivered to you, prior to the appointment. You will be given detailed instructions regarding how to return your equipment as well as storage and delivery guidelines for plaster casts.




HOW DOES HEALTHCASA ENSURE MY SAFETY?


We take multiple steps to ensure the safety of all our practitioners. All patients are required to enter their personal details, including credit card details before an appointment is confirmed. All payments are processed through the HealthCasa platform so that practitioners never have to carry cash or cheques. Practitioners are able to electronically check in and out of the HealthCasa platform so we also know when an appointment has been successfully completed. Additionally, patients are required to upload photographic identification when completing a booking.





Orthotics/Podiatry

WHAT IS THE DIFFERENCE BETWEEN CUSTOM ORTHOTICS AND STORE BOUGHT ORTHOTICS?


Custom orthotics are made specifically for each patients’ individual needs, to address their unique biomechanical inefficiencies, foot pain, injuries, etc. They are constructed after a detailed clinical assessment is performed by a Chiropodist or Podiatrist.

OTC (over the counter) arch supports are mass produced, providing limited relief and can be used as a temporary solution. Since they’re not specifically made for a particular patient, store bought orthotics cannot effectively treat long-standing foot issues or correct biomechanical foot problems.




MY PHYSIOTHERAPIST AND CHIROPRACTOR ALSO MAKE ORTHOTICS, WHY SHOULD I SEE A CHIROPODIST/PODIATRIST?


Chiropodists and Podiatrists are the only regulated healthcare professionals that are able to prescribe custom orthotics. They are foot specialists, that are trained specifically in diagnosing conditions that affect your feet and ankles, and treating them accordingly. While your feet affect how the rest of your body moves, seeing a Chiropodist or Podiatrist for your feet is the logical choice.




WHAT KIND OF CUSTOM ORTHOTICS DOES HEALTHCASA PROVIDE?


We are able to provide you with a variety of orthotics, that will differ in size, material and shape. Each orthotic is completely customized so as to best suit your foot condition, lifestyle, activities and current footwear.




WILL MY INSURANCE PROVIDER COVER ORTHOTICS?


Most insurance plans do provide some coverage for custom made orthotics as well as Chiropody or Podiatry treatments. Every insurance plan is different, so we strongly suggest contacting your insurance company before your appointment to determine exactly what is covered by your plan.




DO I NEED A DOCTOR'S REFERRAL?


Most insurance plans do not require a doctor’s referral for chiropody/podiatry services when prescribed by a Chiropodist or Podiatrist. We suggest contacting your insurance provider prior to your appointment to determine whether you need a referral from a medical doctor.




ARE ORTHOTICS COVERED BY OHIP?


No. Orthotics are not covered by OHIP.




HOW LONG SHOULD I EXPECT MY APPOINTMENT TO BE?


Your initial assessment will be 30-60 minutes, depending on the complexity of your foot condition(s) and medical history.

We always make sure to schedule enough time to ensure a thorough assessment is performed and to allow for time for you to discuss any concerns with your practitioner.




HOW SHOULD I PREPARE FOR MY APPOINTMENT?


You will receive an email with links to your HealthCasa patient profile where you can complete youe medical intake form prior to your appointment.

It is also helpful to have some of the shoes you wear most often available to show your practitioner for orthotics appointments, and remove any nail polish prior to chiropody/nail care appointments.




HOW ARE HEALTHCASA ORTHOTICS MANUFACTURED?


Our orthotics are manufactured at an orthotic manufacturing lab in the GTA under the supervision of a C. Ped. C. (Certified Canadian Pedorthist). We work very closely with our lab to ensure that only the best materials and workmanship goes into every pair of HealthCasa custom orthotics, and we fully stand by our orthotics.




HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORTHOTICS?


It takes approximately 2 weeks from your appointment date to receive your orthotics. Rush orders are accepted for a nominal fee.




WHAT DO I DO ONCE I'VE RECEIVED MY ORTHOTICS?


Your new orthotics come with break-in instructions.
The break-in instructions for new orthotics are as follows:

i. Day 1: 1 hour of standing/walking
ii. Day 2: 2 hours of standing/walking
iii. Day 3: 3 hours of standing/walking
iv. Day 4: 4 hours of standing/walking
v. Day 5: 5 hours of standing/walking
vi. Day 6: 6 hours of standing/walking
vii. Day 7: 7 hours of standing/walking

1- *NOTE* If after the 3rd day you are still experiencing any discomfort, please re-start the break-in period again.
2- If you are experiencing any pain with your new orthotics, please contact us at info@healthcasa.com immediately, so we can have a technician come adjust them for you.




HOW LONG WILL IT TAKE ME TO GET USED TO MY ORTHOTICS?


It typically takes 1-2 weeks to get fully accustomed to wearing new orthotics.

We strongly recommend that you follow our provided break-in instructions to allow your body to get used to your new orthotics gradually.




HOW OFTEN SHOULD I WEAR MY ORTHOTICS?


If you are unable to keep your appointment, log in to your HealthCasa Account page, view upcoming appointments and cancel your appointment. Please note that appointments cancelled less than 24 hours before the start time, will be charged the full amount indicated at the time of the booking.




WILL MY NEW ORTHOTICS FIT ANY SHOE?


Most custom orthotics will fit in multiple shoes. You do not need to buy new shoes for your orthotics.

During your initial assessment, you can discuss different options based on your foot condition, lifestyle, and current footwear.




CAN I GET A 2ND PAIR OF ORTHOTICS?


Absolutely. There is no limit on how many pairs of orthotics you can purchase. Depending on your foot condition, lifestyle, and current footwear, we can help ensure that you have orthotics in all of your shoes. Every 2nd pair of orthotics purchased within 30 days of your first pair of orthotics will be discounted.




DO YOU MAKE KID'S ORTHOTICS?


Yes. Children’s feet are still developing until around age five and it typically isn’t advised to intervene in their foot development unless there is reason for concern. That said, there are special types of orthotics designed to correct specific foot conditions in children.




HOW LONG DO CUSTOM ORTHOTICS LAST FOR?


Orthotics last for different lengths of time based on the following criteria:

i. How often you wear them
ii. Your weight
iii. Type of activities (E.g. High impact vs low impact)
iv. Care of orthotics

We recommend that you book a consultation with your Chiropodist/Podiatrist once a year, to assess your orthotics and to discuss any changes in your foot condition or lifestyle.




DO HEALTHCASA ORTHOTICS HAVE A WARRANTY?


There is a lifetime warranty on the shell and a 6 month warranty on the top cover. We will continue to provide you with any necessary modifications to your orthotics within 6 months of your initial assessment.
We are committed to working with you to ensure that you have the best possible experience.




HOW SHOULD I TAKE CARE OF MY ORTHOTICS?


Wipe clean with a damp cloth with soap and water and allow to air dry. Do not soak or saturate with water and refrain from using hot water or placing orthotics near a heat source. Do not put your orthotics in the washer/dryer. We recommend removing your orthotics from your shoes at least once a week to allow them to air dry and to reduce the bacterial load.




HOW OFTEN SHOULD I SEE MY CHIROPODIST/PODIATRIST?


Since our bodies are constantly changing, we suggest that you have an annual appointment with your practitioner to assess your orthotics. The frequency of foot care treatments varies according to your condition, and will be discussed with you by your practitioner.





HealthCasa | Cutom Orthotics & Food Care Toronto