To: Physiotherapy Facilities

Published By: Health Services Branch

Date Issued: December 2, 2016 Bulletin #: 3128

Re: Changes to the way Social Assistance Recipients Access

Coverage for Physiotherapy Services in Community
Physiotherapy Clinics

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Effective December 1, 2016, the Ministry of Community and Social Services (MCSS) changed
the way Social Assistance (SA) recipients access drug coverage under the Ontario Drug
Benefit program. Most SA recipients will no longer receive a paper drug eligibility card as
proof of social assistance eligibility and will be required to use their Ontario Health Card as
verification of eligibility for physiotherapy services. SA recipients that are not eligible for an
Ontario Health Card will continue to receive a paper drug card.

Physiotherapy clinics can accept the patient’s monthly Statement of Assistance (SOA) to
confirm eligibility for coverage for physiotherapy services if the patient does not have a paper
drug card. If the patient does not have a SOA and only presents with their health card, the
physiotherapy clinic can confirm the patient’s social assistance eligibility by calling MCSS’s
Social Assistance Verification (SAV) Helpline at 1-888-284-3928. In the event that the patient
is a family member of the SA recipient, eligibility will need to be confirmed by the SAV using
the SA recipient’s information as family members are not listed on the SOA. The SAV Helpline
is available Monday to Friday from 7:00 a.m. to 7:00 p.m. (excluding statutory holidays).

When contacting the SAV callers must verify their identity by providing the following
information:

• Name of the physiotherapy clinic providing the service

• First and last name of the caller
• Eight (8) digit Interactive Voice Response Personal Identification Number (IVR PIN)
assigned at the time the Clinic Provider Number was provided by the Ministry of Health
and Long-Term Care (MOHLTC)

Posted Electronically Only

If the physiotherapy clinic does not have a record of their IVR PIN or does not have an IVR PIN
they should contact the MOHLTC’s Service Support Contact Centre helpdesk at 1-800-262-
6524 or by email at SSContactCentre.MOH@ontario.ca to obtain their IVR PIN or register for
an IVR PIN.

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