Our goal is to deliver an exceptionally friendly, prompt and professional service that provides you with the best in physiotherapy, Clinical Pilates and concussion care. Our experience tells us that there are some key areas we need to focus on to ensure that you receive the greatest benefit from our services.

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. We want you to get the most from your care at Whittlesea Physiotherapy and Clinical Pilates. Your physiotherapist will provide you with recommendations that will aim to get the best results for you.

EXELLENCE IN PHYSIOTHERAPY:

In order to continue to provide the best, most up to date physiotherapy care available we travel periodically to conferences and courses. To keep your progress on schedule we will attempt to give you appointments around those times or provide another experienced physiotherapist to continue your care.

FINANCIAL AGREEMENTS:

Fees for private patients are due at the time of service. Hicaps and EFTPOS facilities are available at the front desk for automatic claiming through your private health fund. WorkCover, TAC and DVA (with a valid referral from a medical practitioner) patient accounts will be sent directly to the appropriate body once your excess has been met and billing confirmed with your insurance company if applicable.

Any outstanding fees owed by your insurance company that are more than 60 days overdue will be re-issued to you for payment. Upon payment of overdue fees, you will be provided with a receipt to claim directly from your insurance company or employer. Any outstanding accounts required to be sent to our debt collection agency will incur an additional 50% surcharge.

All Patients with an EPC/Medicare referral will be required to pay the relevant consultation fee on the day of their appointment. We will then process the claim for the Medicare rebate which will be paid by Medicare directly into your nominated bank account. Bulk Billing is not available.

REFERRALS:

Patients are able to attend physiotherapy without a referral from their doctor or specialist, unless it is DVA or EPC (Medicare). 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.

APPOINTMENT SCHEDULING/MISSED APPOINTMENTS:

Your physiotherapist will collaborate with you (and your referrer if relevant) and formulate the best plan for managing your injury or condition and the rate at which it improves will be best when you keep to this schedule. Therefore, to receive the most out of your care and have a greater choice of
the most convenient appointment times 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. If an appointment needs to be changed, 24 hours’ notice is required. All missed appointments or cancellations with less than 24 hours’ notice of the scheduled appointment time will incur a cancellation fee of $30.00. This fee is not covered by compensable bodies and must be paid by the patient. People who repeatedly miss or reschedule appointments will regretfully be discharged from care as we realise you will not reach your health goals and we do not wish to waste your time. Missed appointments will also impact our patients on our waiting list as they will miss out on the care they require.

Group and one-on-one Clinical Exercise Sessions:

We aim to make our clinical exercise sessions accessible to as many members of our community as possible. To accommodate those on our waiting list, please be aware that if you have a regular recurring booking and miss or cancel your appointment on the day of your session on more than three occasions, you may lose your reserved spot. This policy helps ensure that clients who are waiting for their preferred session times have an opportunity to participate. We appreciate your understanding and commitment to attending your scheduled sessions.

Whittlesea Physiotherapy and Clinical Pilates reserves the right to reschedule appointments at any time, without compensation, if it is deemed necessary due to staff illness or other unforeseen circumstances.

If you feel you need to be seen by a physiotherapist prior to our next available appointment, please advise our receptionist to book you an earlier appointment or place your name on our waiting list – we will endeavour to schedule your appointment as soon as one becomes available. 

COMMUNICATION:

Following an appointment clients can contact their treating physiotherapist by emailing [email protected] or phoning our office on 9716 2250 during normal business hours of 9.00am – 6.00pm Monday – Friday and 9am-12.00pm Saturdays. Your physiotherapist may be busy with another patient but will contact you as soon as possible.

PUNCTUALITY:

Every effort is made by your physiotherapist to ensure they are prompt and that appointments run on schedule. Patients that arrive late can adversely affect the punctuality for the rest of the day. We reserve the right to reschedule or cancel your appointment If you arrive late. A late cancellation /fail to attend fee will be applicable.

MOBILE PHONES:

Out of respect for others, please turn off or switch your mobile phone to silent.

TOILET FACILITIES:

Are located towards the rear of the practice, follow the signs or ask the front office staff to direct you if required.

USE OF PRACTICE MANAGEMENT SOFTWARE:

Our practitioners may record consultations within our practice management software to ensure they can fully focus on listening to you while accurately documenting important information for your treatment.