Service FAQs 

Generally, an initial consultation involves a comprehensive assessment of your medical history and lifestyle factors. Depending on your needs we may also perform physical examinations and other formal assessments. This comprehensive approach allows us to create a personalised treatment plan that addresses your specific needs and goals. Although treatment may be provided, the focus is primarily on gathering information to inform the treatment plan. The initial session also provides an opportunity for you to ask questions and establish a rapport with your therapist.

Please send any relevant documents from your doctor or specialist beforehand to allow our clinicians to better prepare for your initial session. This optimizes the time spent during the session and ensures a more efficient use of time.
For onsite appiontments, ensure you arrive on time for each appointment. 

For mobile appointments, ensure a private and quiet space is provided while keeping pets secured to minimize distractions during the session.  

We require a minimum of 48 hours' notice for cancellations. To cancel an appointment, please notify us by email or telephone. If you cancel or fail to attend an appointment with less than 48 hours' notice, and we are obligated to pay the worker for their time, you will be charged the full appointment fee. This applies to all Private, Worker's Compensation, and Enhanced Primary Care appointments. In exceptional circumstances, such as hospitalisation, we may waive the appointment fee. However, we reserve the right to evaluate such cases on an individual basis.

We understand certain situations require immediate attention. These situations may include sudden changes in health condition, recent injuries, worsening of symptoms, or time-limited needs for assessments, reports, and letters. Please contact us directly and provide a brief overview of your condition and we will do our best to accommodate your request as quickly as possible. Kindly note our urgent appointments are subject to availability.

If you have private health insurance coverage that includes occupational therapy services, you may be eligible for rebates. Upon receipt of full payment, we will issue a receipt for you to claim with your insurance provider. The amount of rebate you may receive is determined by your insurer and the level of coverage you have. For more information on potential health insurance rebates, please refer to your policy documents or contact your private health insurer directly.

No, a referral is not required to access our services. However, it is important to note that a referral is necessary if you wish to claim a Medicare rebate for our services

We will send you an invoice via email and you can make payment either by bank transfer or online using our secure payment portal. 

Please note that for the benefit of other clients, we will not admit you to your appointment any later than 10 minutes after the scheduled appointment time. This is to ensure that we can provide quality care to all of our clients and maintain our schedule. Thank you for your understanding.

Kindly inform us as soon as possible if you are unable to attend your scheduled appointment due to unforeseen circumstances. Please note that if you fail to attend an appointment with less than 48 hours' notice, you will be charged the full fee. However, we understand that unexpected events can occur, and we may waive the appointment fee in exceptional circumstances such as hospitalisation. We will evaluate each case on an individual basis.