FAQs / Patient Information
Do I need a referral?
No. You do not need a referral to access physiotherapy. However, we welcome referrals from other health professionals. If you are eligible for a care plan, WorkCover, DVA or other third-party funding, a referral is required. For Workers’ compensation patients, please provide your approved claim number and current medical certificate at time of appointment booking or at your initial appointment. For DVA patients, please bring your referral and other relevant paperwork to your first appointment or send through in advance.
What should I expect at my initial physio appointment?
Before attending your initial appointment, you will receive a patient intake form via your email. Please complete this ahead of your appointment. We provide 45-minute initial appointment. This allows our physiotherapists to understand and assess your concern(s) before discussing a tailored treatment plan. Forms of education/advice of your condition, hands-on treatment and exercise program prescription will be used in your first and subsequent consultations.
Do I choose follow-up or extended subsequent appointment?
Our 30-minute follow-up appointment aims to review treatment progress of the same initial condition. If you are a returning patient seeking physiotherapy for a different/new condition, we recommend our 45-minute extended appointment. This allows extra clinical care and discussion of a new treatment plan. If you are a returning patient seeking physiotherapy of more than 1 body area, we also recommend an extended appointment. 60-minute physiotherapy appointment is also available for multiple and complex conditions.
Do you offer dry needling?
Our physiotherapists and remedial massage therapist are additionally trained in dry needling. Dry needling may be suggested or used as a part of your treatment. It is not a form of treatment that is suitable for everyone or every condition/injury. Your treating physios or massage therapist will explain about how dry needling works and its possible side effects before gaining consent for using dry needling.
What should I expect if I want to join a group class?
If you are interested in joining one of our physio-led group classes, we recommend you have an initial appointment with one of our physiotherapists. This allows discussion of tailored exercise plan and handover to the instructing physio. You will be added to a set class time or a waitlist depending on class availability. In order to assess the progress of your group class, you may be asked to complete questionnaire(s) at the end of the program to track your progress.
Our physiotherapist Alanna can also facilitate GLA:D back program/research. If you are interested in this program, please book a 1-hour initial assessment with Alanna. GLA:D back program runs twice weekly for a period of 9 weeks. This includes 2 education sessions (first week) and 16 group exercise sessions (remaining 8 weeks).
Do you accept private health rebate and how does it work?
Yes. We can process private health claim using our HICAPS machine at time of payment. If there was an issue with claiming in clinic, we can provide you with all necessary details/receipt for you to claim this back from your health fund yourself.
Do you bulk bill physiotherapy appointment?
No. If you have a GP chronic condition management plan (GPCCMPs from 1st July 2025, previously known as EPC, TCA), we can process your Medicare rebate ($61.80, subject to change) back into your bank account at time of payment. You will need to pay in full for the treatment fee. Please bring along your Medicare card and a debit card (to receive rebate) to your sessions.
Do you have a cancellation policy?
Yes. If you do not show up to your scheduled appointment or cancel without 24-hour notice, you will be charged a non-attendance/late cancellation fee $55. How to combat this? Simply show up or give us a call/text/email a day ahead.
Can a physiotherapist refer for imaging/scans?
Yes. Physiotherapists can refer for rebatable X-Ray examinations. Other scans such as CTs, MRIs or Ultrasound can also be referred by a physiotherapist. These referrals, however, may incur a private fee. If you are unsure of this process, please speak to one of our physiotherapists.