Frequently Asked Questions

Do I need a referral to see a physiotherapist?

You do not need a referral to see a physiotherapist. Your doctor, specialist or allied health professional will often generate a referral to us to assist in your recovery.

Do you offer remedial massage?

We offer onsite massage to help in your recovery.

Can I use my private health insurance?

Most Private health funds offer cover for physiotherapy but the level of cover is dependent on your package. It is a good idea to check with your health fund before booking your appointment. When you pay for your consult our reception staff will use your card to communicate directly with your fund so your rebate is repaid to you. Please note we must have your card on the day if you want to claim immediately.

Are we registered under the National Disability Insurance Scheme?

Yes, we are now a provider under the National Disability Insurance Scheme (NDIS). Our practice is able to provide services under the following support clusters:
-  Specialised assessment of skills, abilities and needs
-  Early intervention supports for early childhood
-  Therapeutic supports
 Please ring one of our friendly staff and organise an appointment with an appropriate physiotherapist.

What is your cancellation policy?

Your appointment time is reserved especially for you. The physiotherapists specifically prepare for your appointment. To avoid postponing or cancelling appointments our receptionist will work with you to ensure you are given a suitable time and reminded of your appointment time. Our physiotherapists cannot easily fill an appointment at short notice, so if you need to cancel or rebook an appointment you must give us at least 24 hours’ notice. Appointment Cancellation without 24 hours notice incurs a fee unless in extenuating circumstances. The fee is 50% of the expected consultation fee.

Who will provide my treatment?

You will be assigned one of our experienced Physiotherapists who will continue to take care of you through out your course of therapy. You may also request to see any one of our Physiotherapists if you have a preference.

How do we ensure patients know our costs?

Policy
Patients and their carers attending Penrith Physiotherapy Sports Centre are fully informed of the costs incurred to obtain treatment and care from our practitioners.

Procedure
  • Fees are displayed on our website and in the waiting rooms of the clinics.
  • Administration staff are educated on the cost to receive treatment.
  • Patients are informed of the cost by administration staff at the time of booking an appointment.
  • Various payment options are available including EFTPOS, Credit card and in some cases direct billing to private funds and Medicare.
  • Referers to the service are educated using flyers, bulletins and our website.
  • When extra consumables or equipment is required for treatments, patients are informed by the treating practitioner. Open discussion is encouraged and payment plans and options are offered.
  • Practitioners provide estimates of approximate total cost for recovery upon request from the patient.

What is your privacy policy?

At Penrith Physiotherapy Sports Centre we respect your privacy and consider confidentiality a critical part of our service.   Please see following a summary and full copy of our privacy policy can be viewed here.   You will be enrolled in our appointment reminder system which involves a call to your supplied phone number OR a reminder text to your mobile around 48 hours prior to your appointment.   Please let reception know if you want to opt out of this reminder system.
  • We only request information from you to be used in the interest of your health
  • We will regularly update your records and correct where necessary
  • Your information is kept safe and secure in locked cabinets that prevent unauthorized access.
  • Some personal and clinical information in kept in electronic form. Our computer system is password and virus protected as well as firewalled.
  • Any documents containing identifiable or personal health information are securely disposed of or filed after each patient contact.
  • All practice members have access to your records. They have all signed confidentiality statements and have been educated on the importance of protecting your privacy. They understand that breaching confidentiality is a dismissible offence.
  • Our computer system is backed up internally and regularly and the tapes are kept secure
  • All archived files are destroyed. Computers have their memory erased and are physically destroyed
  • Computer screens within the service are positioned to limit access to visitors in our practice
  • Visitors to the service after hours do not have access to the filing cabinets or the computer system
  • Your information may be used to generate letters to you or prompt contact with you in the interest of your health. You may nominate to withdraw from this service.
  • Your information may be disclosed in a de-identifiable form to improve the quality of care or for research purposes. Where possible we will notify you of these projects
  • If and when maintenance on our computer system is necessary we will ensure the security of your information. We will crypt or de-identify the information or, in the instance when this cannot be done, insist all people involved sign a confidentiality statement and are educated about confidentiality
  • We respect your right to decide how your information is used or disclosed. At no point in time does this practice disclose patient information to overseas recipients. Information will not be given to a third party without your consent unless

- Disclosure is necessary because you are at risk of harm and you cannot give consent

- Your Practitioner is legally obliged to disclose information

- The information is necessary to obtain Medicare or health Fund rebates

- Disclosure is necessary for quality improvement in your health care

- There is an overriding public interest in the release of information

Upon request from your referrer, another practitioner or Hospital in the interest of your health

  • You may have access to the information contained in your health record. You may ask your practitioner about any aspect of this record. Your practitioner will provide you with an accurate and up to date summary should you require this. You may request a copy of your health record or make alterations to your record however; these must be submitted in writing for review and may incur a fee.
  • All patients attending or contacting the practice will be asked to self identify using Name, Date of Birth and Address.
All practice members are trained in the confidential management of your personal information; we invite you to ask any questions regarding this very important issue should you have any concerns.

What are your fees?

  For our consultation fee schedule, please see the "Consultation Fees" tab.