Frequently Asked Questions

Is there a waiting list?

No, there is no waiting list for a consultation at Physical Therapy; in fact, we guarantee availability within 24 hours of your enquiry. If the Physiotherapist that you specifically wish to see is away or unavailable, we will be able to find a spot for you with one of our other great physiotherapists. You can then easily move back over to your preferred physiotherapist when he or she is available.

What are your opening times?

First appointments are at 7:00am and the last appointment is 6:40pm, but we often start earlier and finish later than that. Appointments required outside of our normal operating hours will be accommodated for upon request. Our administration team arrives at 7:00am and leaves around 8:00pm Monday to Friday, and 7.00 am until 12.00 pm on Saturdays. Outside of these times, an answering service will take your call; we will return your call at the time specified by you, or on opening of the next business day. If you wish to make an appointment, it's better to telephone within our administration hours.

Do I need a referral?

No, you do not need a referral to see us or to claim for private health insurance. If you are making a Work-Cover claim or a Department of Veterans Affairs claim then a Doctor’s referral is required. We do like to see referrals from your GP if you have consulted them regarding your condition.

How long are appointments?

Appointments are scheduled at 20 minute time intervals. We allocate 40 minutes for an initial consultation and 20 minutes for follow up consultations. We find that in the majority of cases that this is the most appropriate amount of time. For more complex conditions, or for multiple injuries, longer appointments can be arranged. Generally expect to be in our company for about an hour to an hour and 15 minutes.

What should I wear?

Loose fitting clothing is best. Check out our 'What To Wear' section.

Do I need to bring X-rays or medical notes with me?

Yes please! Any investigations or scans relating to your condition will help us to understand your presentation better. Even if you just have the reports from scans they will be very helpful. If you don’t have anything, don’t worry: just bring yourself!

What can I expect on my first appointment?

See 'Make An Appointment' on the Your First Visit page.

How many treatments will I need?

This depends on your condition or injury we are dealing with. It also depends on how much of your recovery will benefit from self-care strategies, and the time you invest in your self-care strategies. We can give you a reasonable idea of how many treatment sessions you will require at the time
of your first appointment.
 

What are your payment terms?

We ask that you pay on the day. If you have an approved claim for a Work-Cover injury, then we will bill your insurance company directly and there will be nothing for you to pay. Physical Therapy supports the Medicare based EPC Program. Patients receiving treatment under a care plan as 
requested by their GP will not be charged gap fees on standard physiotherapy consultations for the duration of the care plan. At the completion of the care plan, if additional treatment is required, then the standard EPC remuneration rate will apply to these additional treatment sessions. Payment for these sessions is required on the day of consultation. As a policy, Physical Therapy does not issue accounts.

Can I claim through my health fund?

Yes, you can claim on your health fund directly via the HICAPs system in our clinic. Just present your health fund card to a member of our administration team following your consultation. The rebate is paid to us directly leaving you only a small gap fee to be paid via cash, credit card or EFTPOS.

What happens if I am running late?

If you are running late, please call ahead; our administration staff will check with your physiotherapist to see if it's still possible to see you. If there is insufficient time, we can simply reschedule your appointment. Please bear in mind that if we were to rush through your treatment, it would be at best unhelpful to you, and at worst unsafe. In addition, if any appointments are running late, this has a negative impact on other patients scheduled afterwards. We respect our patients' time as much as our own, and request that you do the same.
 
Generally 5 minutes late is reasonable, 10 minutes and over will have an impact on your treatment time if your physiotherapist is booked after your allocated appointment time. 
 
Your efforts in arriving on time, or letting us know if you're running late, are greatly appreciated.

Is there a cancellation policy?

Yes. We would be very grateful if you could give us at least 24 hours notice if you plan on cancelling an appointment. We are busy and we do frequently receive emergency appointment requests. We try to accommodate people in pain and provide care at the first convenience. Your time allocation could help someone else if you are unable to attend. If you do need to cancel an appointment, don’t worry; we understand that life throws obstacles in our path from time to time. As a valued patient, our administration team will find an appointment time convenient to you.
 
Failure to attend an appointment may attract a cancellation fee, so please inform our administration staff at first convenience if you need to cancel an appointment to avoid this fee being charged. Please note that your rehabilitation is a planned strategy to gain you the best results as quickly as possible. Cancellations affect the progression of the management strategy and can prolong recovery. We always want the best for our patients and so we encourage you to attend treatment at the required frequency to achieve the results we have discussed with you.

Do I get a reminder about my appointment time?

Yes. Every appointment triggers an SMS message to your mobile phone the day before your treatment. The message is a NO REPLY message, so if you need to change your appointment you will need to telephone the practice number. If you prefer a phone call or email as a reminder, please inform our administration staff and this can be arranged for you.

Am I likely to be sore after my first treatment?

We attempt to avoid creating extra soreness for you when treating your injuries. That being said, some conditions require treatment techniques that produce light discomfort the following day. It’s usually a “different” soreness, not unlike exercise soreness. If your physiotherapist anticipates some soreness with any form of treatment, this will be discussed with you prior to proceeding. Any concerns you may have should be discussed with your physiotherapist so that the treatment approach can be adjusted to suit you.

Do I have to see the same Physiotherapist I started out seeing?

There is no requirement for you to see the same physiotherapist each time you come in. We keep excellent accessible treatment notes on the physiotherapists' synchronised tablets, and we also communicate very well with each other if a patient has seen a different physiotherapist for the same injury. If you wish to stay with the same physiotherapist throughout your care, that's no problem. However, we are open for very long hours and as a result we are never all here at the same time. If your schedule is such that you need to change therapist due to incompatible availability, then the transition will be easy for you and for us. No one gets upset if you see someone else the next time. Whatever is best for you will suit us fine.