Thank you for considering Physiodynamics as your physiotherapy provider. We are dedicated to providing every patient with the highest standard of service. So that we can provide each and every patient with the greatest experience, we have developed a set of standards by which this practice adheres to.
Please take the time to review these terms and policies consistent within our practice. Please understand that our policies aim to allow equality of service to all patients and it is not our intention to exclude anybody from being able to access our services. If any of the policy wordings needs further explanation, please feel free to discuss this with our office administration.
DISCLAIMER
Please note we reserve the right to change, add or remove any conditions in the stated policies as we feel necessary and appropriate or as impacted by associated regulatory bodies, to enable the most efficient and professional administration in our practice.
REFERRALS
Physiodynamics is a first contact private practice. This means that private fee paying clients can access our services without a medical referral. If a referral has been provided, please ensure this is provided to the treating physiotherapist, to assist in the provision of your treatment.
If your injury treatment costs are to be covered by Workcover, Medicare, the Department of Veterans Affairs / Military compensation scheme, or a Compulsory Thrid Party insurer, then you will require a referral from a registered medical practitioner.
BILLING & ACCOUNTS
- It is our standard policy to not offer accounts, and it is expected that all fees are paid at the time of consultation. We happliy accept cash and payment via eftpos, mastercard and visa.
- If you have Private Health insurance, please bring your membership card for Hicaps on the spot claims. Otherwise, we will issue you with a receipt for you to claim with your fund directly. In the event of electronic network failure, full payment is still required on the day of consultation. Physiodynamics has no control over your level of expected rebate. If you have questions regarding such rebates, please direct them towards your Private Health Insurer.
- Health Insurance rebates (electronic or otherwise) can only be claimed after the service has been received. In the instance of purchasing treatment packages, rebates will only be available once the treatment service has been completed.
- If you are entitled to a medicare rebate on your treatment, we are able to process this on the spot, and have the funds transferred directly into your account. Please ask reception as to your eligibility.
- If you are receiving treatment under Workcover, Motor Accident Insurance company or any other thrid party, you hereby acknowledge that you are entirely responsible for the settlement of the account in the event that your claim is denied.
- There is no refund available on the purchase of any personal or healthcare items if you change your mind. If the item is defective, we can either refund or exchange the item for you. If the problem is not major, we will repair it for you within a reasonable timeframe. Please keep your proof of purchase.
Please understand that our strict billing methods allow equality of service to all clients, and serve to raise the already high standard of care we can offer you. Our intention is not to exclude anyone from being able to access our physiotherapy services. We have never denied anyone the benefits of physiotherapy care because of their inability to pay our published fees. If financial hardship requires individual consideration, please put your request in writing to the Practice Director.
WORKCOVER QUEENSLAND POLICY
Can I attend physiotherapy before my compensation claim is accepted?
Yes, as long as you have lodged a claim with WorkCover Queensland and have been referred to Physiotherapy by your General Practioner.
A Medical Certificate from your referring medical practitioner is required to cover any treatment or medical intervention from the physiotherapist. Should this Medical Certificate expire prior to completion of your physiotherapy, then you will be required to obtain a new Medical Certificate from your medical practitioner before receiving ongoing treatment, or you will be liable to pay for the ongoing physiotherapy treatments, gym sessions and sundries etc.
How many treatments can I have?
Once you (the patient) have received a Medical Certificate from your medical practitioner the physiotherapist can provide up to 5 treatments without seeking the insurers approval. Should you require further treatment then the physiotherapist will obtain approval from the Insurer before continuing your treatment.
Who is liable for payment of my account if my Compensation Claim is rejected?
As we frequently liaise with Workcover QLD, if there are any discrepancies with your claim we will notify you promptly. Should your Compensation Claim be rejected for any reason, then Physiodynamics will issue you (the patient) an account for all treatments etc which have been supplied to you, up to and including the date of your last visit.
When do I need to pay?
Payment of outstanding accounts are required within 14 days of your Compensation Claim being rejected. After the 14 days if the account is not paid, an administration fee will be applied.
MOTOR VEHICLE ACCIDENT INSURANCE
We regularly help clients who have been injured as a result of no fault motor vehicle accidents, and are happy to directly invoice the third party insurance company on your behalf. For us to do this you will need the following;
- Approved claim with a valid claim number
- Valid medical certificate / referral from your medical practitioner / specialist.
Upon receipt of these details we will contact your insurer to seek approval for treatment. Only upon approval of treatment will we be able to send you account directly to your CTP insurer.
CAN I HAVE TREATMENT WITHOUT A CLIAM?
Yes you can. You will be personally liable for any and all costs incurred. Please review our private billing policy.
DEPARTMENT OF VETERAN’S AFFAIRS
We accept DVA and MCRS clients for both physiotherapy and exercise physiology services. These clients are provided a no out of pocket service.
MEDICARE / ENHANCE PRIMARY CARE PLANS
We accept clients under the GP / EPC Team care plans. Bulk billing is available to approved clients. Please talk to our administration team.
TREATMENTS
As a patient you may be asked by your Physiotherapist and/or Practioner to remove certain articles of clothing to allow for detailed musculoskeletal assessment. If you are unable to dress accordingly, we are able to provide gowns for your comfort. You are entitled to bring a chaperone if you wish to do so. For patients under the age of 18, a guardian may also chaperone.
RECOVERY
Remember that healing and recovery takes time and not everyone heals at the same rate. If at any time during your care, you do not feel that you are responding as well as expected we would ask that you discuss this with your physiotherapist. Your physiotherapist will outline a recommended action plan as the best plan to help you recover from your injury. Its our experience that the best outcomes are made when patients follow this actiopn plan.
We want you to get the most from your treatment at Physiodynamics.
CANCELLATION POLICY (INCLUDING LATE AND MISSED APPOINTMENTS)
Our clinic operates on an appointment only basis. This enables us to provide our services in a structured manner, enabling each and every client the utmost of care. Therefore, to receive the most out of your care and to save time we ask that you schedule your appointments in advance. Missed appointments will set you back in your recovery, so we ask that wherever possible you keep all your appointments. In the event that you are not going to be able to attend your appointment, we ask that a minimum of 12 hours noticebe given. Failure to provide 12 hours notice when changing appointments will result in a $30 cancellation fee being charged.
Should you FAIL TO ATTEND your appointment, or cancel within 60 minutes of your alloted appointment time, the full cost of your treatment session will be charged.
If you are unable to attend your scheduled appointment, the practice will, when able, provide you with an alternative appointment time on your scheduled day of service, so as to avoid a cancellation fee being charged. Clients arriving late to an appointment, but within their appointed time slot, may receive a shorter consultation. Special consideration will be given to exceptional circumstances.
DATA PROTECTION
Physiodynamics is compliant with the The Privacy Act 1988 and does not share client’s personal, financial or medical information with any third parties without the expressed permission of the client. Physiodynamics adopts assurance protocols in accordance with the clinical guidelines as are specified with the Australian Physiotherapy Association.
The greatest compliment we can receive is the referral of a friend or family member. We appreciate you entrusting us with the care of your close ones. The referral of your family and friends is much appreciated as it assists in their own wellbeing and plays a vital role in the success of our business.
INFORMED CONSENT
It is part of our duty that all physiotherapists and other allied health practitioners inform you of any possible risks associated with professional treatment techniques utilised during a hands-on treatment session. Some therapy techniques such as therapeutic massage, joint manipulations, traction/distraction or mobilisations have a minute risk of causing injury. Injury may be caused to structures including, but not limited to; nerves, bones, muscles, ligaments, intervertebral discs or arteries.
The use of tape or massage mediums may cause irritations or allergic reactions on the skin of some individuals. Where possible, hypoallergenic tapes and massage mediums will be used to further reduce the risk of this occurring. Superficial Dry Needling and the use of acupuncture needles, along with the aforementioned techniques can occasionally cause localised swelling, bruising, or transitory increased in the levels or distribution of pain or other symptoms. The use of cryotherapy or heat therapy poses a minimal risk of skin / tissue damage such as a burn. All efforts are taken to reduce the risk of any such burn from occurring.
You may choose to consent or refuse any form of treatment for any reason including religious or personal reasons. Once you have given consent, you may withdraw that consent at any time.
OUR GUIDELINES TO EMAIL AND SMS COMMUNICATIONS
The aim of our Guidelines to Email and SMS Communications is to help you understand the types of electronic communications we may send you, what you can expect these to contain, and most importantly to help you to identify and protect yourself from electronic communication fraud. These guidelines cover marketing and operational communications transmitted or received by email or SMS. There are two types of messages we may send you by email or SMS Message;
- Marketing electronic messages
Messages that offer to supply goods or services or provide information on latest health and treatment advances; Emails containing information on new products, services or promotions; A text message or email notifying a customer of a special offer.
- Operational electronic messages
Messages that contain important service information, including appointment confirmation, cancellation or any other changes to a scheduled or requested appointment.
You can contact us at any time if you do not want to receive marketing electronic messages. Withdrawing your consent to receive marketing electronic messages does not withdraw your consent to receive operational communication messages.