Do I need a doctor’s referral to see a physiotherapist?

No, a doctor’s referral is not required for a private consultation. In Australia, physiotherapists are primary care clinicians, trained and qualified to assess and manage musculoskeletal injuries and treatments. However, we may ask for your doctor’s details to keep them updated on your progress.

If you are filing a claim through WorkCover, or a Motor Vehicle Accident Insurance claim, a doctor’s referral will be necessary.

What is your cancellation policy?

At our practice, we are committed to maintaining a positive, respectful, and sustainable relationship with all our patients. We strive to ensure that every patient is fully satisfied with our services. To help foster this ongoing relationship, we kindly ask that you respect our time as we respect yours.

.If you need to cancel or reschedule, please call us as soon possible as your practitioner and associated travel time has been allocated to you. Cancellations must be made via phone or text during office hours and cannot be accepted via email, as the email account is not continuously monitored. We understand that unexpected situations can arise, and we will do our best to assist you with rescheduling when you call.

To avoid any charges, we require at least one full administrative working day’s notice for changes or cancellations. Our office hours are Monday to Friday, 8 a.m. to 5 p.m. Please note that Saturdays, Sundays, and public holidays are not considered working days. If less notice is provided, you will be charged the full treatment cost. As appointment punctuality is the responsibility of the patient or their guardian, missed appointments cannot be billed to third parties, such as insurance companies.

We believe these terms and conditions are both fair and in line with industry standards, and we appreciate your understanding and cooperation. Thank you for your support!

Do you offer additional services like acupuncture, and is there an extra cost?

Yes, your physiotherapist may incorporate dry needling / Western acupuncture to complement or speed up your recovery. There is no extra charge for acupuncture if your physiotherapist determines it would be beneficial for your treatment.

Can I use my Private Health Insurance?

If you have Extras Cover as part of your Private Health Insurance, you may be eligible for a rebate. For your convenience, we can often process an immediate claim, so you’ll only need to pay the gap amount.

Can I use HICAPS, Eftpos and Credit Cards?

At Better Move we accept accept Cash, HICAPS, Eftpos, Visa, MasterCard and Amex as forms of payment.

Can I claim straight away using my Private Health cover.

Our therapists carry both a mobile Eftpos Terminal and HICAPS device. However, only the providers listed below will allow an instant claim as we are a mobile buisness.

If your health fund isn’t on the list, don’t worry. We can provide you with an invoice which will allow you to lodge a claim directly with your Private Health insurance provider.

• NIB Health Funds

• Australian Unity

• Navy Health

• ACA Health Benefits Fund

• Health Care Insurance Ltd

• Peoplecare Health Insurance

• AAMI

• Suncorp

• Qantas Insurance

• Phoenix Health Fund

• Defence Health

• Police Health

• Queensland Country Health Fund

• GMHBA

• GUHealth

• St LukesHealth

• Rail and Transport Health Fund

• Reserve Bank Health Society

• Westfund

• One Medi Fund

• ADF Family health

• Health.com.au

• Transport Health

• Frank Health Insurance

• Budget Direct

• Work Safe

• Hunter Health Insurance

• Latrobe Health Services

What do I need to bring?

If you have any relevant X-rays, MRI scans, or CT scans related to your injury, please bring them along, as they will assist your physiotherapist in the assessment. If you're claiming under WorkCover or another insurance, please also bring a copy of your medical certificate and claim details.

What do I need to wear?

Wearing loose or accessible clothing is recommended. Your physiotherapist may need you to remove items of clothing to fully assess and treat you (such as for a shoulder injury) - this will always be explained fully and your consent gained if this is required. If you have planned for an exercise-based session, then wearing suitable clothing and footwear is preferred.

How often will I need to see a Physiotherapist

At Better Move, we are committed to building a positive, sustainable relationship with all our patients. Our goal is to create lasting changes in your life so that you don’t need to see us as often. To achieve this, we develop a customised and personalised treatment plan specifically for you. The number and frequency of treatments depend on factors such as the severity and age of your injury, your compliance with the home exercise program, your daily activity level, and your body’s ability to heal. We aim to address and correct your ailment or impairment in the shortest time possible.

Achieving these results requires a partnership between you and your practitioner, where your active participation in your treatment plan is crucial. We focus on achieving the best possible outcomes for you and are dedicated to finding the best treatments for you so you reach your goals as quickly as possible.

What if I am not satisified with the service provided?

If you are unsatisified with the service that you have received for whatever reason, please contact us in the first instance. We promise to listen and do everything we can to resolve the issue.

All we ask is that our team is treated with respect during this process and communication lines remain open. As a practice, our mission is to positively impact the lives of the patients we treat and everyone we interact with. We will always prioritise patient care and relationships above profits and are happy to be held to this standard.