Physiotherapy clinics: sessions and follow-ups

In short

In private practice, you can see a physiotherapist without a doctor's referral; a physical rehabilitation therapist needs documented prerequisites ^[2].
The CNESST, the SAAQ and private insurers may reimburse part of the care, on their own terms ^[2].
Pilotiko proposes who takes each patient based on declared skills and workload.
Pre-session reminders are being commissioned: nothing is sent yet.

Why does a physio schedule drift so quickly?

Physiotherapy is rarely sold one visit at a time. After the assessment, the patient comes back once or twice a week for several weeks. A missed session doesn't just leave a gap in the calendar: it slows the plan and often signals a drop-out.

Quebec has more than 10,000 physiotherapists and physical rehabilitation therapists, according to the Ordre professionnel de la physiothérapie du Québec ^[1]. The two professions don't take the same patients at the same point. The OPPQ explains that you can see a physiotherapist directly, without a doctor's note, while a physical rehabilitation therapist (PRT, or T. phys. in French) needs a referral from a doctor or physiotherapist documenting the problem ^[2].

Who pays for the session, and why does the front desk care?

According to the OPPQ, most private insurers cover physiotherapy in private practice, but some require a medical prescription or insist that treatment be given by a physiotherapist ^[2]. Public plans such as the CNESST and the SAAQ may also reimburse part of the care, under certain conditions ^[2].

For the front desk, that changes everything. A patient whose insurer requires a physiotherapist shouldn't be booked with a PRT, and a CNESST file usually comes with its own follow-up steps. Pilotiko doesn't process claims, but it can record the payer the patient declares at booking.

Who can take which patient: what assignment has to respect
Patient situation	Possible clinician	Scheduling watch-point
First visit, no referral	Physiotherapist	A PRT needs documented prerequisites ^[2]
Follow-up with documented prerequisites	Physiotherapist or PRT	Balance by weekly workload
Insurer requires a physiotherapist	Physiotherapist	Check the policy before session one ^[2]
CNESST or SAAQ file	Per the treatment plan	Record the declared payer at booking

A working table based on the OPPQ's public explanations; it doesn't replace the Order's rules or any insurance contract.

What do missed sessions cost a 3-clinician practice?

How does Pilotiko support a physio clinic day to day?

The virtual office splits the clinic into rooms: intake, assessments, follow-ups, work rehabilitation. Each clinician has a desk showing their day and workload at a glance, and same-day issues, like a session that needs moving, appear in the room they belong to.

An initial assessment and a follow-up don't last the same time, so each service gets its own length plus a buffer to wipe down the table. Patients choose a genuinely free time online; a treatment room or a piece of equipment can be booked as a resource.

For assignment, Pilotiko compares declared skills and current load. A skills mismatch is a refusal, not a hint: a patient without prerequisites won't be proposed to a PRT. A manager can override, but only as an explicit decision.

On request, an AI agent lists patients whose plan seems to have stalled, with a follow-up message for you to approve.
Reports show kept, cancelled and missed sessions per clinician and per declared payer.
Your clinic website, hosted by Pilotiko, presents services and states plainly whether a referral is needed.

What's still to come?

What should patients be told about their information?

Physiotherapists and PRTs are bound by professional secrecy under section 60.4 of the Professional Code ^[3]. As a business, the clinic is also responsible for protecting the personal information it holds under Quebec's private-sector privacy act ^[4].

Pilotiko should only receive what scheduling needs: name, contact details, service, declared payer. Diagnosis, tests and progress notes stay in your clinical record. We don't claim Pilotiko makes a clinic compliant with any health-sector law. Dental clinics follow the same split between schedule and chart.

Esthetics studios also run treatment series over several weeks, with rooms booked as resources. For front-desk computers and backups, see IT support; for the clinic's own tax season, see accounting firms.

Frequently asked questions

Is Pilotiko an electronic patient record?

No. Pilotiko handles scheduling, assignment and reports. Assessments, progress notes and clinical documents stay in your charting software.

Does a patient need a doctor's note to book online?

For a physiotherapist in private practice, the OPPQ says no, although some insurers require one. You can show that note on your booking page.

How do we stop a PRT from getting a patient without prerequisites?

Declare each clinician's skills and reserve initial assessments for physiotherapists. Proposed assignment refuses mismatches unless a manager explicitly overrides.

Are session reminders sent already?

No. The 24-hour and 1-hour reminder code is ready, but the sending provider isn't connected. No automatic SMS or email goes out today.

Does Pilotiko handle CNESST or SAAQ claims?

No. It can record the declared payer to help the front desk, but forms and claims follow each body's rules, outside Pilotiko.

Can we see which treatment plans are stalling?

Yes, if sessions are booked in Pilotiko. An agent works from the bookings to spot patients with no next session and drafts a follow-up for your approval.

Sources

OPPQ, Ordre professionnel de la physiothérapie du Québec (accessed on October 15, 2026).
OPPQ, La physiothérapie : comment ça fonctionne (accessed on October 15, 2026).
LégisQuébec, Professional Code (CQLR, c. C-26), section 60.4 (accessed on October 15, 2026).
LégisQuébec, Act respecting the protection of personal information in the private sector (CQLR, c. P-39.1) (accessed on October 15, 2026).

Pilotiko for physiotherapy clinics