Frequently Asked Questions

Is a referral from my GP required?

No, you can apply directly from our website.

My child is 7 years-old, will you see her?

Yes, currently our program is designed for patients from 7 years old and up.

Is the visit with the doctor covered by OHIP?


Is the visit with the occupational therapist covered by OHIP?

No. Occupational Therapy visits may be covered by private insurance / extended health care benefits.

Will my extended benefits cover the rehabilitation?

Our therapy is given by licensed psychotherapists, occupational therapists, physiotherapists and chiropractors. Invoices will be given which you can in turn submit to your insurance. You will have to check with your insurance to see the details of your plan.

What are some other costs associated with your program?

As we are always adding services to improve concussion care, the type and breadth of service is often being updated. In the event that such a service is recommended for you, you will be advised of its cost at that time. Generally, rehabilitation, notes/forms, and computerized tools used to assess and treat cognition are not covered by OHIP.

How long does it take to be seen by your team?

Currently it takes approximately 3-4 weeks to be seen by our team after your intake forms are received by us.

Do you see patients who have been injured in a motor vehicle accident or while at work?


How do I prepare for my appointment?

Before every appointment we will email you a request to confirm your appointment. In that email there are detailed instructions about whether your appointment is virtual or in-person; where your appointment is; how long it will last; and what to bring with you –journals/diaries, specific attire, etc.

Where are your appointments?

Many appointments are virtual. You will be notified by email about the location of each of your appointments. Some appointments are in different locations so please take care to read the emails carefully.

I can't make my appointment because something unexpected popped up, do I still have to pay a missed appointment fee?

We recognize that often things pop up that will take priority over attending your appointment, or will prevent you form attending your appointment all together. However, there is a significant cost in providing our service. This cost is accrued even in the event that a patient is not present for an appointment reserved for him or her. In the event you do not attend your appointment or cancel an appointment with less than 24 hours notice, we will require that you pay a missed appointment fee of $100 before rescheduling any follow-up appointment. All cancellations of appointments must be made by email.

What kind of time commitment does your program require?

We have had patients recover in as little 3 weeks and we have had others who have taken as long as 2 years. However, when a patient first reaches out to our program, assessments can generally occur over 2 months. In that time, many patients are taking advantage of many of the services we have available to them to help them for their recovery. However, care is quarterbacked by your primary health care provider.  So in that sense, there is no “program enrollment”. However, our assistance is available for as long as it is indicated. Also, Dr. Chugh is available to your primary health care provider over OTN’s eConsult.

Do you have any evening or weekend appointments?

This varies and that information will be available on our website when attempting to schedule an appointment.

How do I speak to someone on the phone?

Our program currently provides administrative support by email. We do not have administrative staff that mind the phones regularly like we do for emails. All questions/concerns can be handled by our staff via email with greater flexibility and efficiency.

What if I need to change/cancel an appointment? How do I do this?

All cancellations or requests to reschedule appointments must be made by email. Please be sure to give at least 24 hours notice to avoid incurring the $100 fee for missed appointment/late cancellations.

Can I speak with any healthcare practitioner by email/phone in between appointments?

If you find you need help before your next appointment, you can email in to request an earlier appointment. Alternatively, you can follow-up with your family doctor for assistance. Your doctor may also reach out to our MD via OTN’s eConsult. Our MD generally responds to your primary health care provider in writing within 48 hours. Because of the nature of our program and privacy policies, we are unable to discuss any clinical matters by email. Communication by email is only for administrative purposes like scheduling appointments.