Frequently Asked Questions

COVID19 and physiotherapy services - hygiene and safety

In line with DHHS regulations we have stringent hygiene and sanitation processes in place.

We are cleaning and disinfecting rooms between each appointment, and practicing social distancing. In addition, our whole clinic gets a deep sanitising clean every day, and all staff and patients are required to use hand sanitiser on arrival and departure from the clinic. We have reduced capacity in the waiting room area, and kindly request that all clients respect social distancing, and follow instructions from reception staff as required.

Masks are required for in rooms 1:1 treatment as social distancing cannot be maintained during a physiotherapy consult. Masks are recommended but not required for exercise rehabilitation classes. This may change at short notice so please always carry a mask with you.

We request that anyone who has been unwell with signs or symptoms of COVID19 abstain from attending the clinic, and instead cancel their appointment. We advise them to seek medical care. Anyone presenting unwell will be politely declined entry to the clinic.

We also request that anyone who has had direct contact with a confirmed OR suspect case of COVID19 abstain from attending the clinic until both they and the contact person are clear of any signs or symptoms of illness for a minimum of 14 days.

We appreciate that this is a challenging time for us all. We are always happy to speak to you on the phone to discuss how you can access physiotherapy services during the COVID19 pandemic. Please call us on (03)9850 4437.

Do I need a referral to see a physiotherapist?

You do not need a referral to see a physiotherapist as a private patient. You can simply call to make an appointment.

Some consultations do require a referral from your doctor so that you can appropriately access funding for services These include:

  • Medicare funded consultations (EPC plans)
  • Veterans Affairs funded consultations
  • WorkSafe claims
  • TAC claims

Am I covered by health insurance?

Physiotherapy consultations are rebatable under most private health insurance policies that include extras. Many policies also cover Clinical Exercise Rehabilitation classes. Some policies also cover myotherapy and remedial massage.

Coverage varies across insurance providers and policies, so check with your insurance provider to find out if you are covered for treatments.

Claim on the spot. You can claim your benefits on the spot using the HiCAPS system. You will need to bring your health insurance membership card with you do to so.

Depending on your policy coverage you may also pay a gap fee. (The difference between your rebate and our consultation fee).

Do you provide services for TAC, WorkCover and Medicare patients?

Yes, we provide physiotherapy services for TAC, WorkCover and Medicare (EPC) patients. You will need to bring in a referral from your doctor, as well as supporting paperwork including claim numbers and cover letters.

Note – we charge small gap fees for all TAC, WorkCover and Medicare services which you pay on the day of your appointment.

Services provided under a Medicare referral must be paid in full on the day of your appointment. You can then claim back the portion covered by Medicare on the spot at our clinic. You must have you Medicare card with you, and have it connected to a card that your rebate can be issued to. You can also take your invoice to a Medicare branch and claim your refund in person that way.

What payment options are there?

We have EFTPOS facilities, and accept all major credit cards and debit cards. We also accept cash payments.

We have a HiCAPS terminal, so you can claim health insurance extras on physiotherapy on the day of treatment with your health insurance membership card.

What should I bring to a physiotherapy appointment?

You should bring all relevant medical information such as referral letters, imaging and x-rays, and devices you use such as braces, splints or walking frames.

This will help our physiotherapists properly assess you and provide appropriate treatment. If you are unsure, please call our friendly reception staff to ask more.

What should I wear to a physiotherapy appointment?

You should wear comfortable clothing that allows you to move freely so that our physiotherapists can assess your movement, and provide treatment as required.

At times it may be necessary for you to partly disrobe for assessment and treatment, so we suggest that you wear undergarments that provide modest coverage. Our physiotherapists are respectful of your modesty needs and provide towel draping and shorts to wear as you require. They will also step out from the room to allow you to change garments as you require.

We have both male and female therapists, so please specify if you have preferences when you make a booking.

What should I wear and bring to exercise classes?

We recommend wearing active wear such as T-shirts and shorts / leggings that allow you to exercise comfortably.

Shoes are not worn in the gym, but socks are required for hygiene reasons. We recommend you wear a pair of non-slip pilates socks which you can purchase from reception.

In line with gym hygiene standards, please bring a small sweat towel to use on shared surfaces such as pillows. We provide tea tree spray and wipes for cleaning equipment between clients.

What should I wear and bring to a yoga class?

In yoga you need to be able to move freely, so wear activewear or loose comfortable clothing that will allow you to bend and move without restriction, such as leggings/shorts and top. In cooler months you might wish to bring a long sleeve top and socks for when you are lying still for meditation (savasana).

No special footwear is required as yoga is practiced in bare feet.

Bring water + sweat towel as required.

All equipment (mats, blocks, straps and bolsters) are provided.

Cancellation Policy

As a courtesy and gesture of fairness to our staff and clients, 24 hours notice is required should you need to cancel or reschedule an appointment or an exercise rehabilitation class. This allows us time to offer the appointment/class booking to someone on our waitlist who needs treatment and ensures fair work arrangements for our clinicians.

  • Less than 24 hours notice for cancellation of in rooms treatment may result in a cancellation fee being charged (50% of consultation fees)
  • Less than 24 hours notice for cancellation of exercise rehabilitation class will result in a cancellation fee of $37 being charged / or you forfeit your prepaid pass for that date

Cancellation fees will be invoiced to your account and are payable at your next visit. Please note also that forfeited passes cannot be claimed against private health insurance funds.

We appreciate your understanding with this matter.

How long are appointments / classes?

Standard physiotherapy appointments are 30 minutes long. Extended appointments of 45-60 minutes are available upon request and subject to availability.

Myotherapy and massage appointments of 30, 45 and 60 minutes duration are available.

Please ensure you request the length of treatment you require when making a booking.

Exercise classes are 45 minutes in duration.

Do you treat patients with NDIS funding?

Yes, we provide physiotherapy services to patients with NDIS funding. Please call our clinic to discuss your needs and our available services. Ph: 9850-4437.

Contact us with your queries

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