Q. Do you have parking available?
Yes, limited parking is available onsite in the carpark under our building. This carpark can be accessed via the driveway off Terminus Street. Please park in the visitor spaces or the spaces marked “Arrow Physiotherapy”. Alternate parking is available in the council carpark on the opposite side of Terminus Street (behind Castle Mall and the Hillside Hotel) or street parking around the corner in Cecil Avenue.
Q. Do you have HICAPS facilities?
Yes, we do have HICAPS facilities which can be used to process any private health insurance rebates at the time of your consultation.
Q. What payment options do you accept?
We accept cash, EFTPOS and credit cards (including American Express). All credit card transactions are processed without any surcharge.
Q. How much benefit will I receive from my private health insurer?
The amount of rebate (if any) that you will receive from your private health insurer for any physiotherapy services varies greatly between insurers and policies. You should contact your insurer for more information. Most rebates are processed based on item codes. The most common item codes for physiotherapy are 500 for initial physiotherapy consultations and 505 for subsequent physiotherapy consultations. These item numbers may be useful when contacting your private health insurer.
Q. What if I have multiple injuries, complaints or issues 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
Q. Do I need a referral from a doctor?
A referral is not required for physiotherapy services as a private patient. A referral is required for physiotherapy services, if you are a workers compensation, compulsory third party motor vehicle accident claimant, DVA or enhanced primary care (EPC or care plan) eligible patient.
Q. Is physiotherapy covered by Medicare?
Physiotherapy is largely not covered by Medicare. The exception is that Medicare provides a subsidy for a limited number of physiotherapy consultations (up to 5 sessions per calendar year), to those who meet specific criteria relating to having chronic health conditions. Those eligible require a referral from a General Practitioner (GP) and will be place on an Enhanced Primary Care (EPC) plan (often referred to just as a care plan). If you feel that you may be eligible for an EPC plan, you should discuss this with your GP. Physiotherapy services provided to those with an EPC plan will attract a gap payment. For further details relating to EPC plans including gap payments, please contact our administration team on 02 8850 7770. Aboriginal and Torres Strait Islander populations may also be eligible for an additional 5 subsided physiotherapy sessions (in addition to the 5 under the abovementioned EPC plan). Please speak with your GP for further information.
Bulk billing for physiotherapy services does not exist in our practices.
Public physiotherapy services are available without cost through the public health system (usually only in public hospital outpatient facilities). Referral to the services is required by your GP. For further information contact your GP or your local public hospital physiotherapy department. Please note that any physiotherapy services provided through the public health system and provided based on priority and need. As such, depending on your condition, there may be a significant waiting period before you are seen.
Q. When should I arrive for my first appointment?
Please aim to arrive at least 5 minutes prior to your scheduled appointment time to allow sufficient time to complete registration forms and allow our administrative staff time to scan any referrals and test results into our system. Doing so will ensure that you get seen on-time.
Q. What should I bring to my first appointment?
Please bring the following to your first appointment:
- Doctor’s referral (if you have one),
- Any scans, test results, hospital discharge summaries or surgical reports relating to your presenting injury or complaint,
- Insurer details, claim number, case manager details and injury details (workers compensation and compulsory third party motor vehicle accident patients only),
- Any relevant sporting or work equipment relating to your injury or complaint (e.g. running shoes).
Q. 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, neck or upper back complaints, female patients should wear a singlet top, sports bra or equivalent (this equally applies to male patients who would not feel comfortable removing their shirt).
Q. I have injured myself over the weekend or when the clinic is closed. What should I do?
Firstly, if you have sustained a serious injury, please present to your local hospital emergency department. We tend to reserve some physiotherapy appointment times on a Monday for injuries sustained over the weekend. In the first instance, please visit our online appointment booking platform to attempt to make an appointment for the next day the clinic is open. If no appointments are available on our online booking platform, please leave a phone message on 02 8850 7770 and one of our staff will get in touch with you as soon as the clinic opens on next day the clinic is open.
Q. Why can’t my child (under 16 years of age) attend physiotherapy on their own?
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.
Q. 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. Patients who receive appointment confirmation emails will find a cancellation link in their confirmation email. This link only works more than 24 hours prior to your appointment. Within 24 hours, you will need to contact the clinic on 02 8850 7770 to cancel your appointment.
Q. Do you charge a non-attendance/cancellation fee?
Yes. Our physiotherapists set aside individualised time for your appointment. Cancelled appointments can be difficult for us to reschedule if done at short notice. 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.
Q. Do you stock and supply CAM boots?
Yes. CAM boots (sometimes known as walkers or moon boots) are appropriate for numerous foot and ankle injuries. There are many different types of CAM boots and specific injuries dictate which type of boot is appropriate. We also get many people referred for CAM boots, whose injuries would be better managed with an alternative brace or even a cast (and sometimes without anything!). As such, a consultation with one of our physiotherapists is essential such that we can provide you with the most appropriate boot for your injury (or recommend an appropriate alternative). Please make an appointment on 02 8850 7770 or via our online booking platform.
Q. Do you apply casts?
Yes. Our physiotherapists are trained to be able to appropriately apply casts for fractures and other injuries. Waterproof casts are able to be applied for those without clinical contraindications including extensive swelling and open wounds. Plaster casts are also able to be applied. Please contact the clinic on 02 8850 7770 to organise for cast application.
We are also equipped with the appropriate cast removal equipment to remove casts. Should you require a cast to be removed, please contact the clinic to arrange a time for this to be done.
Q. Do you hire and sell crutches?
Yes. We stock a range of under arm (axillary) and elbow (Canadian) crutches that we hire out at a weekly rate. We also stock new crutches that are for sale.