Patient code of conduct
What you can expect from us, and what we ask of you when you visit.
A respectful place for everyone
Physionorth is a place where patients, families and staff are treated with respect. This code explains what you can expect from us, and what we ask of you, so that everyone feels safe and comfortable.
What you can expect from us
- respectful, courteous care, without discrimination
- privacy and confidentiality for your personal and health information
- clear explanations of your condition, treatment options, risks and costs, in plain language
- the chance to ask questions and agree to treatment before it starts
- the right to choose your therapist, bring a support person, refuse treatment or seek a second opinion
- a safe, clean and accessible clinic
- a fair process if you want to give feedback or make a complaint
What we ask of you
- treat staff and other patients with courtesy and respect
- give us accurate information about your health, medications and any changes
- arrive on time, and give at least 24 hours notice if you need to cancel
- follow the plan you agree with your therapist, and tell us if something isn't working
- pay fees at the time of your appointment
- keep children in your care supervised while you are at the clinic
- let us know if you are unwell with something contagious, so we can reschedule
Zero tolerance
We do not accept verbal or physical aggression, threats, harassment, discrimination or inappropriate behaviour towards staff or patients, in person, by phone or online. We may end an appointment, refuse future bookings or contact the police if this happens.
Questions about this code? Call 07 4724 0768. See also our terms and conditions and how to give feedback.