Terms and conditions

Your commitment to us

To get the most from your treatment, we ask you to commit to your treatment plan. Your therapist will take your history, examine you, and use this with your goals to give you a diagnosis and a plan. Please follow our advice and avoid activities that may aggravate your condition. Many things outside our control can affect the outcome of any treatment.

The Physionorth guarantee

If you are not completely happy with the quality of your consultation, contact us within 10 days of your visit and we will refund your initial consultation fee and give you your next follow-up appointment free. Please contact our Practice Manager at practicemanager@physionorth.com.au. All feedback helps us improve.

Cancellations

• Please give at least 24 hours notice if you can't keep an appointment. Call the clinic, and leave a message after hours. Otherwise you may be charged the full fee for the booked appointment.
• After one late cancellation, you will need to pre-pay future appointments.
• We send a text asking you to confirm or reschedule each booking. Please reply as soon as you can. If we can't reach you by text or phone, the appointment may be cancelled so someone else can use it.
• Late cancellation fees are paid by the patient and can't be claimed from health funds, Medicare, WorkCover, DVA or other third parties.

Late and missed appointments

• If you arrive late, your appointment may be shorter so other patients are not kept waiting.
• If you miss your appointment or arrive after it has finished, you will be charged the full fee.
• After one missed appointment, you will need to pre-pay future appointments.
• Missed appointment fees are paid by the patient and can't be claimed from health funds, Medicare, WorkCover, DVA or other third parties.

Consent to treatment

By booking, you ask for and consent to the examinations and treatment your therapist considers necessary, in line with their training. You can discuss the nature and purpose of your care with your therapist before any treatment. You acknowledge that:

• physiotherapy and related treatments are physical in nature
• you can choose your therapist, refuse any treatment, seek a second opinion, and give feedback or make a complaint
• treatment carries some risk, including stiffness and soreness, soft tissue injury, skin irritation, burns, and rarely nerve or blood vessel injury. Screening lowers these risks
• other options exist, such as medication, medical care or surgery
• leaving a condition untreated can lead to stiffness, scar tissue and ongoing pain, and can make rehabilitation harder
• most patients don't need a referral, but if you have one, please bring it to help us coordinate your care

Sharing information

To manage your injury or claim, we may need to share details of your condition with your treating practitioners, rehabilitation consultants, case managers or employer. If another health professional or trainer referred you, we usually send them a letter about your diagnosis and plan. If we refer you to a specialist, we share your contact details so they can book you in. We ask you to sign a consent form for this at your first visit.

Fees and payment

• Please see our current fees on each service page. Fees are paid in full at the time of your appointment.
• We accept cash, EFTPOS and credit cards, and process health fund claims on the spot with HICAPS. If the network is down, full payment is still needed on the day.
• Health fund rebates can only be claimed after the service. For passes, rebates can only be claimed once all sessions have been used.
• Card payments incur a surcharge of up to 1% (including GST).
• If a third party (such as a health fund, insurer, WorkCover or DVA) does not pay an invoice, you are responsible for paying it.
• Please pay all accounts by the due date. Late payment may lead to extra charges, including late fees, interest and collection costs.
• You can choose to store a card securely with us. If you do, you authorise Physionorth to charge it for outstanding amounts on your account. We will email you before charging, with the amount and date. Please keep your card details up to date.
• There are no change-of-mind refunds on products. If an item has a major problem we will refund or exchange it. Please keep your receipt.

Passes

Passes are non-refundable, can't be exchanged for other services, and can only be used by the patient they are for. Passes are valid for 12 months from the date of purchase, and any unused sessions after that date are forfeited.

Financial hardship

We have never refused physiotherapy to someone because they couldn't pay our fees. If you are experiencing financial hardship or need special consideration, please write to the Practice Director.

Exclusion of liability

The Practice Director and staff are not liable for any injury, loss or damage arising from treatment at this practice, except where it results from their negligence.

Website disclaimer and trademarks

We make reasonable efforts to keep the information on this website accurate and up to date, but we can't guarantee it is free of errors. Information on this website is general in nature and does not replace personal advice. Physionorth and its logos are trademarks of Physionorth. Other names mentioned may be trademarks of their owners.

Questions

Contact our Practice Manager on 07 4724 0768 or practicemanager@physionorth.com.au. See also our privacy policy.