Clinic Booking Terms & Conditions

SPAH endeavours to keep appointments as close to time as possible for the convenience of our clients and to deliver excellent services. We understand that life can get hectic and doesn’t always go to plan, however we also believe that your health and your treatment is a priority. Our therapists are in demand so if you are unable to make your appointment someone else misses out too.

We provide confirmation and reminders of your appointment time. We will send a reminder SMS text (and/or email if that’s your preference) the day before – a proactive approach on our behalf to reduce missed appointments. We also recommend that you record your appointment elsewhere as phone services vary in some areas. Our clinic phone answering machine is operating outside of business hours as an additional service if you need to cancel your appointment. You can cancel or re-schedule your appointment online up to 12 hours before the booked appointment (follow the automated email that you will receive when you book online).

At our discretion an appointment Cancellation Fee of $70 ex GST will be administered and will apply if:

  • You fail to attend your allocated appointment time on 1 occasion; or
  • You do not provide us with adequate notice on 1 occasion. We require at least TWELVE (12) hours notice to allow reasonable time for another client to accept the appointment slot.

This is applicable to all patients and is not claimable through your health fund or Insurer. Compensable clients who are claiming their consultation fee through Medicare, DVA or WorkCover/Third Party Payee will be required to pay their appointment Cancellation Fee themselves. The Cancellation Fee cannot be ‘bulk billed’. For New Episode Early Intervention or Pre-Employment/ Functional Assessments a 100% cancellation fee is charged at the booked appointment rate.

Further appointments will not be booked until outstanding cancellation fee has been paid.

If we made an honest mistake at our end with your appointment the Cancellation Fee will not apply.

This cancellation policy is intended to improve our service to you by reducing our missed appointments, and thereby making us more available for those clients who need us! We greatly appreciate your support and understanding of our policy and value your questions should you have any.

Reasonable exclusions for Cancellation Policy:

Covid or other Medical Emergency
Emergency situations eg. MVA, hospitalisation, acute sickness

  1. Not reasonable exclusions:

Called into work
Forgot appointment
Double booked/ other appointments
Didn’t receive reminders

  1. Late and Missed Appointments Policy

If you arrive late to an appointment, but within your allocated time slot, you will be offered a shorter consultation at the booked price in an effort to not inconvenience other clients after you.

If you are later than 10-15 minutes we might need to re-schedule your appointment if we don’t have long enough to deliver a quality service and a cancellation fee will apply.

If you either arrive after or entirely miss an appointment, the Cancellation Policy as outlined above will apply.

  1. Treatment Consent

We require your consent for our therapists to perform all necessary examinations and treatment. This includes asking questions which may be personal in nature, obtaining imaging results, performing physical ‘hands on’ examinations and treatments (eg manipulation, mobilisations, soft tissue therapy, taping, dry needling etc), exercise rehabilitation and medical diagnostic procedures (eg EMG testing) in accordance with our professional training and understanding of your injury. You will have opportunity to discuss with your therapist foreseeable risks, the nature and purpose of your treatment before and after any treatment is performed. Other treatment options exist if the risk of physiotherapy is considered to be high, including medication, medical care, hospitalisation and surgery.

Consent to Obtain and Release Information: In order to provide you with the best level of care, it may be necessary for us to communicate with health professionals (like your GP) to obtain and / or release information regarding your condition. Your consent is given for verbal or written communication as necessary, this may also include other parties such as rehabilitation consultants, specialists, insurance case managers and employers. If there is any information you wish us to keep confidential to any parties then you will need to inform us accordingly in writing.

Physical Contact: During the examination, assessment and treatment it may be necessary for your therapist to make physical contact. Your therapist will ask your permission before making physical contact with you in any way. Physical contact requires you to provide consent. You may withdraw that consent at any time at which point, all physical contact will cease immediately. Please inform your therapist if you feel uncomfortable at any time.

Modesty: As much of our treatment is physical in nature and in order to adequately assess and treat your condition, you may need to expose the injured area. We do however make every attempt to ensure that your modesty is maintained by providing shorts or gowns as necessary to make you feel comfortable. Please inform your therapist if you feel uncomfortable at any time.

Practitioner of your choice: You have the right to see the therapist of your choice (male or female), refuse intervention or seek a further opinion and to provide feedback and make a complaint. We welcome all feedback and see it as an opportunity to encourage our team members and improve our service.

Risk: Our therapists may advise you of any adverse risks associated with certain treatments, including stiffness and soreness, soft tissue injury, neurological complications, cerebrovascular injuries, skin irritations from taping methods, burns and other minor complications. The probability of risk is lowered by screening procedures performed during the assessment and reassessment. Please inform your therapist if you feel uncomfortable with the level of risk being discussed and the treatment will be ceased. 

  1. Accounts and Billing
  • All fees are due and to be paid in full at the time of consultation.
  • 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.
  • Payment of your accounts can be done via the telephone (credit cards only) or in person at the practice.
  • Those who feel they cannot comply with our 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.
  • Pensioner discount applies to clients who are able to produce an eligible card at time of consultation.
  • Our intention is not to exclude anyone from being able to access our Therapy services. We understand that there may be financial hardship that requires individual consideration, in these circumstances please put your request in writing to the Practice Director.
  • For unpaid and overdue accounts administration charges may apply including debt collection fees.
  • There is no refund available on the purchase of any personal or healthcare items if you change your mind. If the item is faulty we can either refund or exchange the item for you. If the problem is not major, we will repair it for you within a reasonable timeframe. Please keep your proof of purchase.

Third Party Accounts- Workcover, Early Intervention, DVA, NDIS, CTP Claims

  • It is the responsibility of you the attending client to provide us with the necessary information and documentation in order for us to arrange direct invoicing to third parties. This includes information such as employer, employers contact person, insurance company contact information, claim number, Workcover Certificate, Doctors referral and any other information which we will advise when you make your first appointment.
  • You as the client are responsible to pay for your account in full until we have confirmation from your nominated third party that they will be paying for your account.
  • If your third party or Workcover Claim is rejected for any reason, or your therapy not approved then you are also responsible for the payment of your account within 7 days.
  1. Privacy Policy

Our full Practice Privacy Policy Document is accessible HERE

What Information Is Collected?

In the course of providing treatment, this practice collects health and related information about you that we consider sensitive. The practice has a policy that covers how your health information is collected, used, stored, disclosed and accessed.

We only collect information that is necessary, to provide a quality health service. In the course of providing this service, we may disclose information to your treating doctor and other health service providers from whom you are currently receiving treatment. In accordance with privacy legislation, you are entitled to access any information that we hold about you. The practice may charge reasonable costs for the provision of this information and it may take time to prepare files for release. 

What Happens to my Information?

We release some health and billing information to health insurers, third party insurers and workers compensation authorities in order to meet their requirements for claim assessment and payment. Your therapist will discuss the information with you and will limit this release if you require. If you ask us to withhold certain information, this may have an impact on your insurance claim. The practice will only release additional information to other parties, including insurance companies, if you provide permission for the information to be released. For this practice to release information to a third party, we need to know which records you would like us to release so requests should specify dates, where possible. Our privacy policy applies to all employees. Additionally, from time to time, your information may be accessed by contractors (e.g. if our computer billing system gets upgraded). While access is limited as much as possible, contractors are also bound by the practice privacy policy.

When we may contact you?

From time to time we may send you information regarding happenings at Singleton/ Branxton Physiotherapy and Allied Health via post, email, telephone call or SMS. Reasons we may contact you include:

  • To administer accounts and process payments.
    • To communicate with you regarding any issues affecting your treatment.
    • Provide information on services and benefits available to Clients.
    • To notify Clients of upcoming events.
    • Appointment Reminders.
    • Appointment Follow-up courtesy calls.
    • Promotional material about new services, products or special offers.
    • Periodic Newsletters and Practice Updates.
    • Satisfaction surveys to improve our products and services.

Should you wish not to receive such communications or our convenient SMS appointment reminders please advise the administration staff, contact us via our website or by phone during business hours on 02 6572 1614. 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.

  1. Exclusion of Liability

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 sustained by any person or persons arising out of any of the treatments or procedures delivered in this Practice which does not arise from any negligent act or omission of the Practice Director and employees.

Updated May 2022