Our Commitment to You
Our commitment to you is based on more than just excellent clinical care and customer service, which should be expected. All our clients receive respectful care and are not discriminated against on the basis of age, gender, ethnicity, beliefs, sexual preference or health status.
We highly appreciate your feedback and encourage you to contact our administration staff if you would like to provide feedback or make a complaint.
Your Commitment to Us
In order to achieve optimal treatment results, we require an equal commitment from you. Take the time to read all of our Terms and Conditions as clarity, communication and understanding will ensure that we’re always on the same page and achieving the best outcome possible.
All of our professional recommendations are based on the information provided by you, an objective and expert physiotherapy examination and the specific goals determined by you and your physiotherapist. It is important to understand our Terms and Conditions and for you to acknowledge that ultimately, it is your responsibility to follow our advice and avoid situations that may aggravate your condition. We acknowledge an infinite number of variables can impact on the outcomes of any treatment program.
We are confident that if you follow our recommendations, and any further opinions subsequent to reviews that may occur periodically throughout the term of your treatment, then we can help you to achieve outstanding results.
1. Free Initial Assessment
1.1 Your FREE initial assessment will be with a qualified physiotherapist. Treatment following your assessment is charged at the cost of a standard consultation. Not valid with any other offers. Limit one per person. Available to new clients/patients or existing clients/patients presenting with a new injury.
2.1 It is expected that if you cannot keep an appointment with us, that notice is given as soon as possible by calling the practice and leaving a message if after hours.
2.2 If less than six (6) hours notice is given, the full consultation fee may apply. However, provision of another appointment within 48 hours, but at a time of our convenience, will be made in an attempt to provide continuation of treatment.
2.3 In the event a late cancellation is received, and the client does not accept our offer of an alternative appointment, payment in full is expected within forty-eight (48) hours, otherwise an administration fee may apply.
3. Late and Missed Appointments
3.1 If you arrive late to an appointment, but within your appointed time slot, you may receive a shorter consultation in an effort not inconvenience other clients waiting.
3.2 If you either arrive after or entirely miss an appointment, you will be charged the consultation fee in full.
3.3 If you call the practice to arrange an alternative time to occur within forty-eight (48) hours of your missed appointment, you will be eligible for an appointment at no charge, but at a time of our convenience.
3.4 Irrespective of an alternative appointment being offered, if payment is not received in full within forty-eight (48) hours, an administration fee will apply Late or missed appointments exclude others from receiving treatment and inconvenience both the physiotherapists and other clients waiting.
4. Consent to Treatments
You hereby request and give consent to our therapists to perform all necessary examinations, manipulations, therapy, rehabilitation and medical diagnostic procedures in accordance with their professional training and understanding of your injury.
You acknowledge and accept that
4.1 The physical nature of physiotherapy and related treatments.
4.2 You have the right to see the physiotherapist of your choice, refuse intervention or seek a further opinion and to provide feedback and make a complaint.
4.3 The adverse risks associated with treatment, including stiffness and soreness, soft tissue injury, neurological complications, cerebrovascular injuries, skin irritations, burns and other minor complications.
4.4 The probability of risk is lowered by screening procedures.
4.5 Other treatment options exist if the risk of physiotherapy is considered to be high, including medication, medical care, hospitalization and surgery.
4.6 The risk of remaining untreated includes the formation of adhesions, scar tissue and other degenerative changes. These changes can further reduce skeletal mobility, and induce chronic pain cycles. It is quite probable that delay of treatment will complicate the condition and make future rehabilitation more difficult.
4.7 Most clients receive our services without the need of a medical or other referral. However, in the event a referral from another practitioner has been given, it is highly recommended that such a referral is provided to the treating physiotherapist to assist in the continuity of care and our delivery of the most appropriate treatment for the client/patient.
5. Consent to Obtain and Release Information
5.1 To expedite the management of your injury or injury claim, you accept it may be necessary to communicate the details of your medical condition with treating practitioners, rehabilitation consultants, case managers and employers.
6. Accounts and Billing
6.1 It is expected that all fees are paid in full at the time of consultation.
6.2 We accept cash, EFTPOS, credit cards and offer electronic health rebates (via HICAPS) for your convenience. However, in the event of electronic network failure, full payment is still required on the day of consultation.
6.3 Payment of accounts can be done via direct deposit or in person at the practice from which you received the service.
6.4 Health Insurance rebates (electronic or otherwise) can only be claimed after the service has been received.
6.5 Those who feel they cannot comply with our very strict billing methods, or wish to be given special consideration, please feel welcome to put your request in writing and address it to the Practice Director.
6.6 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.
6.7 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 contact the Practice Director.
7.1 This practice is committed to protecting your privacy and this information is generally only disclosed to other members of your medical team where necessary.
7.2 The personal and health information you provide during your consultation and subsequent treatment will be collected for the primary purpose of providing high quality health care.
7.3 Where required by law or if necessary for debt collection reasons, your personal information will be disclosed.
7.4 SportsHealth Physio & Sports Injury Clinic uses SMS and/or email communication to keep you up to date with your appointments.
7.5 Occasionally we may send you information regarding news at your local practice via a number of possible ways including: post, email, telephone call or SMS.
7.6 Should you wish not to receive such communications or our convenient SMS appointment reminders please advise the administration staff at the practice or alternatively follow the ‘unsubscribe’ instructions provided in the communication.
7.8 Your acceptance of these Terms and Conditions is considered consent to receive such communications as outlined above however you may opt out at any time.
8. Exclusion of Liability
8.1 The Practice Director and employees of this Practice shall not be liable for, nor shall they accept any responsibility for any injury, loss or damage howsoever sustained by any person or persons arising out of any of the treatments or procedures delivered in this Practice or in any way whatsoever which does not arise from any negligent act or omission of the Practice Director and employees.