Frequently Asked Questions (FAQs)
Making an appointment
Which service should I choose?
Our team provides a full range of services to treat your pain and help you recover. Read about our services to choose one that matches your situation.
How long should my appointment be?
Your appointment duration will depend on how severe your pain/injury is, and how complex the issue is.
Short appointment durations are for less serious injuries and minor pain.
Medium appointments are for more severe pain.
Long appointments are for multiple injuries and chronic/severe pain.
How to book
To make an appointment, book with our online form.
Your first visit
What should I wear, and do I need to bring anything?
Since we will be stretching and exercising you, we highly recommend you wear comfortable, unrestrictive clothing or exercise apparel to your treatment. Your clothes should also allow us to evaluate your area of injury.
Don’t forget to bring your health fund card so you can make a claim, and any documents including x-rays/scans.
What kind of treatment will I receive?
Depending on your diagnosis, your therapist will typically use a combination of hands-on treatment (soft tissue massage and mobilisation) and exercise. You will undergo a comprehensive evaluation so we can establish an accurate diagnosis and an appropriate treatment plan.
When should I arrive?
Please arrive 10 minutes before your appointment. There are some forms that we will require you to fill prior to your evaluation, to understand your health history and issues/conditions that you are currently experiencing. This means that you won't waste any of your appointment time.
What is included in my appointment?
Your session will differ depending on what therapy you choose. For physiotherapy your session will usually include:
1. Body assessment
We'll hear you out and do a few physical tests to work out the cause of the issue.
2. Hands-on treatment
We'll do some light manual treatments on the problem areas to give you a little bit of pain relief and increase your movement.
3. Corrective exercises
Our physio will show you the right movements, stretches or exercises in our rehabilitation zone, to get you on track to a fully healthy body.
4. Follow up plan
We'll also send you a plan via email or text so you don't forget what to do when you leave.
How many sessions do I need?
The number of sessions will depend on our assessment of your condition, with the goal of treating your pain and helping you live a healthy life.
A treatment program typically consists of two sessions per week initially. The more often we can work with you, the quicker we can help you recover.
Health funds and claims
Which health funds do you accept?
We have HICAPS facilities which accept most private health funds, so you will only have to pay the gap between how much your health plan provides for each visit.
We process claims through HICAPS, which works with a long list of Australian health funds including:
Australian Defence Force Family Health
Apia health insurance
Frank health insurance
Will insurance cover the costs of my treatment?
The amount of cover you will receive will depend on your health fund and specific plan and inclusions. Generally there will be a gap payment required.
Do I need a doctors referral for my appointment?
You do not need a referral from a doctor to see a physiotherapist, however if you do have one please bring it along. We like to communicate with your doctor and any other practitioners involved.
Do you accept CTP, WC, and EPC (5 visits from a General Practitioner)?
Yes, we accept all insurance claims and treatments (excluding DVA).
To ensure your insurance company pays for your treatment, please bring your paperwork including insurer, case manager (name) and case # to help.
EPC (Enhanced Primary Care Package) or 5 visits from your GP is typically provided for chronic conditions. This means that Medicare covers $55.10 of your sessions. As this does not cover the full rate for our length or quality of service we do charge a gap payment.