Clinic Policies
Client Behaviour Policy
At our private physiotherapy clinic, we strive to provide a safe and respectful environment for all our patients. To ensure the comfort and well-being of everyone, we have established the following client behaviour policy:
1. Respectful Conduct: We expect all patients to treat our staff, fellow patients, and clinic property with respect and courtesy. Verbal or physical abuse, harassment, discrimination, or any other form of disrespectful behaviour will not be tolerated.
2. Compliance with Instructions: Patients are requested to follow the instructions provided by our physiotherapists and clinic staff during their treatment sessions. This includes adhering to prescribed exercises, treatment plans, and any safety guidelines communicated to ensure optimal care and recovery.
3. Punctuality and Attendance: We value the time of both our patients and staff. Therefore, we request that patients arrive on time for their scheduled appointments. In case of any delays or cancellations, please notify us as soon as possible to allow us to adjust the schedule accordingly. Cancellation policy applies. Information on cancellation policy is available on our website, our appointment reminder emails, as well as our client intake form.
4. Confidentiality and Privacy: We prioritize patient confidentiality and privacy. Personal and medical information shared with our clinic is considered strictly confidential and will not be disclosed to any unauthorized individuals or entities without explicit consent, unless required by law.
5. Personal Hygiene: Maintaining personal hygiene is important in any healthcare setting. We kindly request patients to ensure they are clean and wearing appropriate attire for their sessions, as advised by our staff. This includes wearing suitable clothing that allows for ease of movement during therapy.
6. Responsible Use of Clinic Equipment: Patients are expected to use the clinic's equipment and facilities responsibly and as instructed. Any damage caused due to negligence or misuse may result in financial responsibility for repairs or replacement.
7. Payment and Insurance: Patients are responsible for the timely payment of their treatment fees, as per the agreed-upon terms. If using insurance coverage, it is the patient's responsibility to provide accurate and up-to-date information and to fulfil any requirements set forth by their insurance provider.
8. Communication and Feedback: We encourage open and constructive communication between patients and our clinic staff. If you have any concerns, feedback, or suggestions, please feel free to discuss them with our team. We are committed to continuously improving our services.
9. Compliance with Clinic Policies: Patients are expected to comply with all additional policies and procedures set forth by the clinic. These may include policies related to appointment scheduling, rescheduling or cancellation fees, and any other guidelines that contribute to a smooth and efficient operation.
Failure to comply with this behaviour policy may result in the termination of services and may affect future access to our clinic. We appreciate your cooperation and understanding in creating a positive and inclusive environment for all patients and staff.
Please let us know if you have any questions or require further clarification regarding our client behaviour policy.
Cancellation Policy for Physiotherapy Services:
We understand that unforeseen circumstances may arise, causing the need to cancel or reschedule your physiotherapy appointment. To ensure the smooth operation of our clinic and to provide the best possible care for all our patients, we have established the following cancellation policy:
1. Appointment Cancellation:
a. If you need to cancel your physiotherapy appointment, we kindly request a minimum of 24 hours' notice prior to your scheduled appointment time.
b. If you fail to provide at least 24 hours' notice or do not show up for your appointment, you may be charged a cancellation fee.
2. Rescheduling:
a. Should you need to reschedule your appointment, we appreciate a minimum of 24 hours' notice.
b. If you reschedule within the specified time frame, no cancellation fee will be charged.
3. Late Arrival:
a. We understand that unforeseen delays can occur. If you arrive late for your scheduled appointment, please notify us as soon as possible.
b. In such cases, your appointment may need to be shortened to ensure that our subsequent appointments are not delayed.
4. Cancellation Fee:
a. In the event of a late cancellation (less than 24 hours' notice) or a no-show, a cancellation fee may be applied.
b. The cancellation fee is $50 for clients paying privately and for clients under the care plan and commonwealth support program.
c. For clients under the NDIS, Home care, CTP, and Workcover program, the notice period is 48 hours. Full consultation fee applies.
d. For clients attending hydrotherapy, the notice period is 5 days (120 hours). Full consultation fee applies.
5. Exceptions:
a. We understand that emergencies and extenuating circumstances may arise. In such cases, please contact us as soon as possible, and we will do our best to accommodate your situation.
b. Exceptions to the cancellation policy will be handled on a case-by-case basis, at the discretion of the clinic.
Please note that adhering to our cancellation policy allows us to accommodate other patients who may need treatment. We appreciate your understanding and cooperation in respecting our time and the time of other patients.
If you have any questions or need further clarification regarding our cancellation policy, please do not hesitate to contact our clinic. Thank you for choosing our services, and we look forward to assisting you in your journey to optimal health and wellness.
Enhanced Primary Care Plan Utilisation Responsibility
If you have been referred by your GP under the Enhanced Primary Care Plan (EPC), we are currently bulk-billing under Medicare. It is important for you to understand that this eligibility comes with a responsibility.
You are responsible for the validity of your EPC program for the year, this means:
You must make sure that you bring your EPC Certificate (prescribed by the doctor) as well as your valid Medicare Card and present it to the front counter 10mins ahead of your first appointment for the year. We suggest that you take a photo of your EPC certificate as soon as you receive it from the doctor.
Double-check with the front counter upon arrival for each session whether you are attending the session under the EPC program. Since Medicare is subsidising your session, it is your responsibility to inform the front counter every single time.
You must keep track of the number of sessions that you have utilised for the year. This is to ensure that you will be covered for the sessions that you attend. (See rejected medicare claim for more information).
If you have utilised a few EPC sessions outside of our clinic, it is imperative that you notify us at the front counter, the doctor, and the physiotherapist.
You must attend the sessions that you have booked. Our policy on non-attendance and cancellation strictly applies for patients under the EPC program. Non-attendance of scheduled appointment as well as cancellation within 24 hours will result in a non-attendance compensation fee and/or may result in the reduction our your eligible bulk-billable sessions.
Rejected Medicare Claim
There are a number of reasons why your rebate was rejected. Information will be available on the Medicare website:
There are only a limited amount of subsidised Allied Health (Physiotherapy) sessions per calendar year. Physiotherapy shares this limited amount of subsidised sessions with other allied health consultations that you may have been prescribed for the year. It is important that you keep track of how many sessions that you have used for the year.
If you have exceeded the amount of prescribed EPC sessions, the session will incur an out-of-pocket fee. You will be able to pay for the Physiotherapy session using your private health fund (if applicable) and/or EFTPOS transfer.