Appointment Information

FAQs

Where are your clinics located?

We have two clinics. One located in Castle Hill and the other in Rouse Hill Town Centre.

Do you have parking available?

Yes.

Castle Hill – Limited parking is available on-site. Additional parking is available in the Terminus Street council carpark.

Rouse Hill – Parking is available in the Rouse Hill Town Centre carpark. The best parking to access us is in the Big W carpark.

Do you have HICAPS facilities?

Yes, we do have HICAPS facilities which can be used to claim any private health insurance rebate at the time of consultation.

What payment options do you accept?

We accept cash, EFTPOS, VISA, MasterCard and American Express.

How much benefit will I receive from my private health insurer?

The amount of rebate that you may be entitled to from your private health insurer varies among insurers and policies. You should contact your insurer for more information.

What if I have multiple injuries which require physiotherapy?

Our initial and standard physiotherapy consultations are based on the assessment and treatment of a single complaint. Should you have multiple complaints requiring assessment and treatment, you must advise us of this such that an extended period of time can be allocated to you. In the event of this, you will be charged for an extended physiotherapy consultation. Further details regarding extended physiotherapy consultations can be gained by contacting us on 02 8850 7770

Do I need a referral from a doctor?

A referral for physiotherapy is only required if you are a workers compensation, compulsory third party, DVA or Enhanced Primary Care (EPC)eligible patient.

A referral is NOT required for any private patients.

Is physiotherapy covered by Medicare Australia?

Medicare Australia provides a subsidy for a limited number of physiotherapy consultations for people who meet specific criteria relating to chronic conditions i.e. EPC scheme. You must have a referral from a doctor to be eligible for these services. If you feel that you may be eligible for these services, please discuss this matter with your doctor.
Medicare Australia does not cover physiotherapy under any other circumstances

When should I arrive for my first appointment?

We request that you arrive 5 minutes prior to your scheduled appointment time to ensure that all necessary forms have been completed and any referrals or test results can be scanned into our system. This is to ensure that you get seen on time.

What to bring to your first appointment?

– Doctor’s referral (If you have one). This is essential for workers compensation, compulsory third party, DVA and Enhanced Primary Care (EPC) eligible patients.
– Any scans relating to your presenting complaint (e.g. x-rays, CT, MRI or ultrasounds).
– Any sporting or work equipment which may be relevant to your presenting complaint.
– Claim number and insurer details (workers compensation and compulsory third party patients only).

What should I wear to my appointment?

It is important that our physiotherapists are able to visualise the body area for which you have sought consultation. Please bare this in mind with what clothing you wear to your consultation. For lower limb complaints it is appropriate to wear shorts or equivalent. For shoulder or neck complaints, female patients should wear a singlet top or equivalent. It may also be important for your physiotherapist to assess any footwear that may be contributing to your complaint (e.g. work shoes, runners or other sports shoes), so bring these with you.

Can I turn up without an appointment?

No. All of our physiotherapy consultations are one-on-one with the patient and as such we set aside individualised time for each appointment. Please contact us to make an appointment on 02 8850 7770.

I have injured myself playing sport on the weekend. What should I do?

We do reserve appointment slots on Monday for those who may have incurred an injury over the weekend, such that you can get an early professional assessment, diagnosis and commence treatment. You can make an appointment for Monday by phoning 02 8850 7770 over the weekend.

Note: If you have sustained a serious injury, please attend your local hospital emergency department.

Do you have male and female physiotherapists/massage therapists?

Yes, we have male and female physiotherapists. At present we only have a male massage therapist. If you have a specific preference, please make this known when booking your appointment.

Why can’t my child (under 16 years of age) attend physiotherapy on their own?

Arrow Physiotherapy has a policy that any patient under the age of 16 must be accompanied by a parent or guardian for medicolegal, privacy and confidentiality reasons. Informed consent for patients under the age of 16 must be gained from both the patient and the parent/guardian.

What should I do if I need to change my appointment?

If you need to change an existing appointment, please contact us on 02 8850 7770 as soon as possible to make appropriate arrangements.

Do you charge a non-attendance/cancellation fee?

Yes. Our physiotherapists set aside individualised time for your appointments, which can be difficult to fill if patients cancel without much prior warning. Consequently, patients who fail to turn up to their appointment or cancel on the day of their appointment will be charged a fee of $30.