NEW PATIENT INFO

cLINIC COVID 19 PRACTICES IN PLACE:

We do not accept walk ins, all bookings are online only & we operate a cashless payment system with EFTPOS.

COVID-19 SYMPTOMS:

You must inform us immediately & not attend the appointment if:

1. If you have symptoms of COVID-19 such as any of the following fever; chills; cough; sore throat; shortness of breath; runny nose; loss of smell or loss of taste; or having experience one or several of these in the past 14 days?

2. Tested +ve for Covid-19 or are awaiting test results.

Our practice observes strict practices in relation to screening, routine cleaning & disinfecting areas, hygiene protocols & distancing measures to reduce the community transmission of COVID-19.

COVID-19 INSTRUCTIONS ON ATTENDING THE CLINIC

1. Do not arrive early for your appointment, or bring additional people including children with you to the appointment.

2. Please Sanitize your hands on arrival on entry & exiting the clinic.

3. Follow hand hygiene & cough etiquette protocols.

4. Carry your bag directly to the treatment room & refrain from touching or sitting on any furniture, surfaces or placing bags or personal items anywhere other than the in the treatment room, or the locker provided for exercise based sessions.

5. No personal items, or additional clothing can enter the exercise studio, all equipment must be wiped with spray bottles and disposable cloths provided on leaving.

6. We use EFTPOS & do not accept cash. All receipts are paperless & sent immediately via email.

7. Please leave promptly on conclusion of your treatment.

ON ARRIVAL

Please arrive on time, but not early as we distance our clients on arrival and whilst leaving the clinic. Do let us know are running more the 5 mins late via sms only. Please note your appointment time is not extended if arriving late.

WHAT TO WEAR

Loose fitting clothing is better suited to physiotherapy treatment sessions as you may need to undress or perform exercise. Tight fitting clothing is best avoided for the treatment session, you are welcome to change in our bathroom with access to our treatment room if required. We suggest avoiding restrictive clothing especially if you have an acute injury with pain, swelling or inflammation, as removing clothing may aggravate your complaint prior or post treatment. e.g. skinny jeans. Ladies please avoid sports bras X bras for manual therapy. Ensure you remove all jewellery and makeup prior to any exercise prescription and group classes. This is a must for saftey, hygiene & also the protection of our specialised pilates equipment. Makeup wipes and feminine hygiene products are provided for your convenience in our clinic restroom.

REFERRAL LETTERS

Physios are primary health providers and referral letters are not required to make appointments. If you are a cardiorespiratory patient or are post operative from a recent surgery, please read the information we require to enable better provision of our services.

DIAGNOSTIC IMAGING

Please bring all medical reports from any diagnostic imaging or investigations that is relevant to your complaint to your initial appointment. Due to privacy laws patients will need to request these from their medical center or Specialist as we can not request them. Please bring a copy or request reports be faxed to our clinic eg. MRI, Xray, CT Scan, Dexa Scans, Spirometry, etc

Should you require further investigation related to your complaint, we can discuss the options and refer you directly for diagnostic imaging.

sICK OR UNWELL?

We ask all patients who are sick, unwell with cold, influenza virus or gastro to rest and return when you are fully recovered. We have patients who are critically unwell, immune compromised & post operative who may be adversely affected. As health providers we provide treatment to many patients and also do not wish to be infected.

POLICY INFO

CANCELLATION POLICY

Your appointment is scheduled especially for you, we do not double book patients or treat multiple patients at the same time. In making the booking you are agreeing to attend at your scheduled appointment time. If you are running more than 5 mins late please sms us.

In the case of failure to attend, or late cancellations with less than 24 hours ( notified Friday before 10 am when a Monday appointment is scheduled) you will be charged the full fee, plus any any collection costs incurred. Our terms and conditions are specified in our new patient registration form and form a legal document for provision of our services.

You can rebook or cancel using the booking link in your confirmation email up to 48 hours prior to your appointment after which time the link becomes inactive and you will need to sms or phone the clinic.

Please also notify us by sms also to enable patient management.

We appreciate as much notice as possible of cancellations or rescheduling to enable other patients who are on waitlists, or who may require urgent care an opportunity to receive treatment.

Waivers in emergency situations are at the discretion of your practitioner. We apply this policy to all patients equally across the board in fairness to everyone. In scheduling your appointment via phone, email or online booking you agree to accept our terms & conditions including our cancellation policy.

PRIVACY

We respect the privacy of your health information and will not disclose your information to third parties without your prior consent. If you are happy for us to contact other health providers such as your GP, specialist and, or any third parties such as TAC & Workcover please indicate this on our new patient registration form.

DISCLAIMER

We are unable to diagnose your complaint or provided treatment advice over the phone or via email. Please book an initial assessment consultation to discuss your complaint.

BOOKING REMINDERS

We provide email confirmations and sms appointment reminders as a courtesy, we cannot guarantee these please contact us if you have not received your appointment booking confirmation sent via email.

STORAGE OF PERSONAL INFO

Our clinic uses Cliniko Patient Management System with SSL Security (HTTPS) to store patient information used in clinical notes, scheduling appointments & generate tax invoices, also sending/receiving all booking confirmations whether by email or sms. Patient information is confidential, private & is for the purpose of physiotherapy services only. We do not send unsolicited emails or share your info without your permission.

WEBSITE COOKIE POLICY

CLINIKO PATIENT MANAGEMENT SYSTEM

Online bookings are embedded onto our website using Cliniko, our patient management system with SSL security.

PHYSITRACK

PhysiApp is an free app made available to patients through our clinic subscription to provide our patients with tailored exercise prescription with content, exercise videos, track patient progress, pain levels if needed, administer outcome measures which are physio based questionnaires related to your complaint and used as baseline measure at the start, middle and end of your treatment program. Physiapp collects information such as tracking analytics to enable your physiotherapist to monitor your exercise progress & tailor your exercise prescription. You will need to agree to the Physiapp cookie policy on downloading the free link to access your program before this service can be utilized.

THIRD PARTY & PRIVATE HEALTH REBATES

Please ensure you read the detailed patient information provided for third party rebates so you are fully aware before your arrival or appointment booking that you will be billed for the entire appointment and claim the rebate independently, or that your insurer or third pary may pay a set rebate that does not cover the full charge.