HELP CENTRE
Frequently asked questions
WHAT CONDITIONS DO YOU TREAT?
We see a wide variety of muscle, joint, bone, ligament, tendon and pain presentations. If there is any indication of a medical emergency or need for a face to face assessment, we will advise you to seek the appropriate attention.
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We also offer men's, women's and pelvic health, vestibular and paediatric physiotherapy services.
ISN'T PHYSIO ALL ABOUT HANDS-ON? HOW CAN YOU DO A SESSION ONLINE?
It's hard to beat a face-to-face appointment. However, it's not always so easy to get in to see someone due to availability, work schedules or distance.
Telehealth has been a staple service of physiotherapists across Australia over the past few years, and we have developed a lot of skills and resources to achieve similar results without physically being in the same room. Most people are pleasantly surprised by how useful the online sessions are.
WHY DO YOU NEED SO MUCH INFORMATION WHEN BOOKING?
By law health professionals need to collect enough information to accurately identify a person.
Also, for our online services as we are not in the same room as you physically, we ask you to tell us the address you're connecting from and a phone number in case of medical emergency or the connection dropping out as per Australian Physiotherapy Association guidelines.
HOW DOES THE URGENT CARE CLINIC WORK?
To access the urgent care clinic, enter the virtual waiting room. You will not be charged to enter the waiting room. When you reach the front of the line, a physiotherapist will join a video call with you. The session will start by collecting the information we need to conduct an appointment and they will organise payment with you. You will then be ready to commence the physiotherapy session without ever having left your house.
I HAVE A REGULAR PHYSIO I USUALLY SEE. CAN I SEE YOU JUST WHILE I'M WAITING TO GET IN TO THEM?
Absolutely! We know that getting an appointment with your regular physio can sometimes take a while and you need to be seen sooner. We're happy to provide you with a letter to take to your regular physio detailing what we're assessed and done so you can continue care with them if you choose.
THE LINK TO GET INTO THE URGENT CARE CLINIC ISN'T WORKING. WHAT'S GOING ON?
You have either clicked on the link outside of the staffed hours, or we have reached capacity.
Due to the unpredictable nature of the number of people who will be presenting to the urgent care clinic at any given time, if the expected waiting time becomes excessive, entry to the waiting room will be suspended until the expected wait time reduces to an acceptable level again. So come back and try again soon, or contact us on admin@connectphysioco.com for any urgent enquiries.
WILL I ALWAYS SEE THE SAME PHYSIOTHERAPIST?
If you book an appointment, you will be able to choose the physiotherapist you would like to see.
In the physio-on-demand service, you may not see the same physiotherapist for every session due to the nature of staffing an unpredictable clinic. However, every physiotherapist on staff is a senior therapist with full registration, years of experience and will have access to any notes from previous appointments so you'll be able to pick right up where you left off last time.
WHAT TYPES OF HEALTH INSURANCE DO YOU ACCEPT?
If you have extras cover that includes physiotherapy, then most private cover will include both face-to-face and telehealth sessions. Please double check with your insurance fund before booking if you intend to claim.
DO I NEED A DOCTOR’S REFERRAL?
No referrals are needed to access our service. To maintain best care, we are happy to write to your GP to let them know we've seen you and what our assessment findings are at your request. Please let your physiotherapist know if you'd like this during your session.
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To access the Medicare sessions, you will need a referral/care plan from your GP.
WHAT'S THE FREE CHAT ALL ABOUT?
Getting your healthcare face-to-face but via a computer screen is still a relatively new way to access care. A lot of the feedback we have got from previous patients is that the telehealth sessions are great - but they were nervous to book in at first and weren't sure if their injury was best managed elsewhere. Or sometimes you have a quick question and you'd rather hear from the source than navigate the mountains of misinformation on Google.
So we introduced the free 10 minute chat. A no-obligation quick talk with a physio (this can be regarding standard physiotherapy or pelvic health). Obviously in such a quick session we can't give you a whole treatment plan, but we can provide general advice on the best next step.