FAQ & some Terms and Conditions

  • Sports Injuries / Rehabilitation
  • Headaches
  • Neck Pain
  • Back Pain
  • Joint Pain
  • Stiffness
  • Rheumatic Disease
  • Stroke
  • Head Injury
  • Delayed Mile Stones
  • CP
  • Asthma
  • Chest Infections
  • Sinusitis
  • Jaw Pains & Problems

Frequently Asked Questions (FAQ)

What are your prices?
The treatment cost would depend on your specific treatment condition or areas of treatment and the extent of your injured areas. While we take pride to ensure that our treatment and effectiveness is of the highest standard which is administered by our treating Physiotherapists who are highly qualified and (over 22 years), well experienced we also endeavor to keep our treatment cost most competitive. An added benefit is there are NO extra charge for Acupuncture if the practitioner deems needed for your fast recovery.

Do I need a Doctors referral to see a physiotherapist?
No, You don’t need a doctors referral for a private consultation. In Australia, We Physiotherapists are Primary Care Clinicians qualified and skilled in the management of musculoskeletal injuries and treatment. Our Physiotherapist may ask for your doctor’s details to keep them informed of your condition.
However, if you are lodging a WorkCover, DVA – Veterans’ Affairs or a Motor Vehicle Accident Insurance Claim then you will need a doctors referral.

Do you have rooms or curtained areas?
All of our treatments are undertaken in private, quiet and comfortable treatment rooms. Our treatment rooms are large, purpose-build rooms with floor to ceiling walls.

Would I be treated by the same physiotherapist on every visit?
Generally YES, We understand that continuity of treatment and having a personal relationship with our clinical practitioner is of paramount importance in our recovery process. We firmly believe that everyone’s body and its recovery is specific to the individual so enjoying an ongoing relationship with the same physiotherapist who understands YOU and your individual recovery ability is one of the key ingredients to a speedy recovery and ongoing well-being. We often find that what may work with one patient may not necessarily work for everyone. So yes, maintaining an ongoing long-term relationship with our same physiotherapist is highly beneficial.

Do you offer additional services like acupuncture and what is the additional cost?
Yes, your physiotherapist may administer musculoskeletal acupuncture to compliment or expedite recovery.
There is NO additional charge for acupuncture should your physiotherapist determine that you would benefit from this additional services.

Can I use my Private Health?
If you have Extras Cover within your Private Health then you will be eligible for a rebate. For your convenience we may be able to process an immediate claim from your Private Health so you only have to cover the gap.

How Much will I get back from my Private Health fund?
The amount of rebate you are entitled to will depend on your level of cover and your Private Health. Incidentally : PHYSIO Excellence is a Preferred affiliated Provider for BUPA and Medibank which means you will be eligible for your highest rebate. 

Can I use HICAPS, Eftpos and Credit Cards?
At PHYSIO Excellence we accept Cash, HICAPS, Eftpos, Visa and MasterCard as forms of payment. We can claim your health rebate directly from your Health Fund on the spot so you may only need to pay the gap amount.

What do I need to bring?
If you have any X-rays, MRI scans or CT-scans that are relevant to your injury please bring these which will help your physiotherapist’s assessment. If you are claiming under Workcover or other insurance please bring a copy of your Medical Certificate & claim detail.

What do I need to wear?
Loose clothing or clothing that will allow easy access to your injured area is preferable. The physiotherapist will need to see and touch the injured area in order to conduct a detailed assessment and appropriate hands-on treatment. In some female cases rest assured you may find it comfortable being treated by a female practitioner.

I have a workers compensation injury. Can I receive physiotherapy treatment at PHYSIO Excellence?
Yes, we are happy to see patients under Workers Compensation, and Motor Vehicle Accident claims. You will need your doctor’s referral prior to your appointment for it to be covered by the insurance company. We are willing to bulk bill these treatments to your insurer once your claim is accepted, your treatment is approved and you have a current ongoing medical certificate. Please bring a copy of your Medical Certificate and your claim details.

I am a Department of Veteran Affairs patient. Can I have treatment at PHYSIO Excellence?
Yes, we are happy to see and Bulk-Bill DVA patients who hold a current GP referral. Please bring your DVA card to your first appointment.

What time do I need to arrive for my treatment?
In order to enjoy your full treatment time, please arrive 10 minutes prior to your appointment time, especially on your initial treatment to enable us to complete a personal details card.
We at PHYSIO Excellence endeavor to run on time for all of our appointments.

What are your hours and how soon can I be seen for an appointment?
Our hours are flexible and are structured to suits everyone’s availability. Some days we start @ 6:30am while other days we are open till late evenings. With all likelihood we will be able to find a time very close to your suitability. Our administrative hours are weekdays between 9am and 5pm. We will endeavor to offer you an appointment for treatment within one working day.

How Long are the appointments?
Your first appointment involves a comprehensive evaluation and treatment and takes an average of 30-40 minutes. Appointments thereafter are determined by your condition. Physiotherapy is a medical/clinical discipline so it is treatment based which may defer from other disciplines like say massage which is time-based.

How often will I need to come?
Our physiotherapists will develop an individual customised & personalised Treatment Care Plan for you specifically. Depending on the severity of the injury, how old your injury is, your compliance to a home exercise program, how aggressive is your contributing everyday activity and your individual body’s ability to heal will determine the amount of treatments and frequency you may need to be seen.
Our Physiotherapy aims to treat and correct your ailment or impairment within the shortest possible period.

My relative cannot speak English, I would like to attend the treatment session with them in order to translate, is this ok?
Sure, That would be fine, we welcome the support of family members as this aids in the healing process. We have provisions in the treatment room for you to be able to sit comfortably whilst your relative is being treated.

What if I am not satisfied with the service provided?
If you are happy with our physiotherapy service, we encourage you to please tell others. If you are not satisfied, please tell us immediately. 
Successful & effective physiotherapy is based on good communication between you and your physiotherapist. Your physiotherapist may not be aware there is a problem unless you advise them. If after discussing your concerns you are still not satisfied, please ask to speak to the Physiotherapy or Clinic Manager. We at Physio Excellence are committed to ensuring that you are holistically satisfied and benefit immensely from our service.

Do you have a cancellation policy?
It is our earnest sincere endeavor to constantly maintain a sustainable, good and friendly relationship with all our patients. We always try our upmost best to ensure that all our patients are holistically pleased with our services. To ensure a good ongoing relationship our only request from you our valued patient is to please respect our serviced by respecting our time. As we work by appointment only, when you confirm an appointment time, this time, the practitioner and the treatment rooms are reserves for you. If you cannot keep your appointment, please call us as soon as possible. Cancellation has to be only done by telephonic communication during administrative office hours and not via SMS, Text or email as these are not monitored. We realize that sometimes emergencies come up and your plans may change beyond your control. When you call, we will help you reschedule your appointment. Please allow us as much notice as possible to help us better serve you and our other patients.
Usually, we require a minimum of one full administrative working day notice for no charge changes or cancellations. Please note Administrative Working days are Monday to Friday between 9am and 5pm. Saturdays, Sundays and Public holidays are not considered working days. Understandably, should you not let us know within this time frame then you will liable for the full treatment cost.  Incidentally as the appointments are confirmed by the patient and punctuality is the patient’s or their guardian’s responsibility so unkept appointments cannot be charged to a third party i.e. Insurance Company.

We would like to stress that these terms and conditions are the minimum industry standard and we are sure you would agree that they are considered entirely rational and reasonable. We sincerely thank you for your understanding.

What will happen to long overdue accounts?
Generally and in most cases all accounts are settled immediately after each treatment. In the case where the treatment cost is forwarded to a third party i.e. an insurance company, all attempts would be made to get the third party to settle payment but ultimately payment is the patients or their guardian’s responsibility.

If there are any outstanding account then:
No records, reports or details will be released to the patient or any third party until all outstanding payments are settled.
All long outstanding unsettled accounts may be handed for collection which may also incur late fees, interest charges and any/all legal collection costs.