What We Do &
How We Can Help You

You do not need a doctor’s referral to attend physiotherapy treatment, though your doctor may choose to give you one to help provide us with information that’s useful for your care.

You do need a doctor’s referral if you’ll be claiming your treatment costs from:

• WorkCover, ICARE & other self-insurers
• Motor vehicle accidents covered by Third Party Insurance (CTP)
• Medicare Chronic Disease Management (CDM) Program, formerly known as the Enhanced Primary Care (EPC) program); a subsidised program
• Department of Veterans Affairs claims

• If you have ancillary or extras cover in your policy, you’ll need to check with your fund with regards to the level of cover. We have the HICAPS system to allow for Health Fund claims at the practice.

• You can book your appointment online via our website. Click here to go to online booking. Alternatively, you can call our practice to book over the phone on (02) 4940 8300. 

How long is a piece of string? 

• Give it time. As with any medical treatment, healing is a process, not a magic pill. It takes time and is influenced by many factors. Over time, things will improve and if necessary, we will adjust your treatment plan as we proceed. 
• Each treatment builds upon previous ones and it’s important to do your “Homework”. In many ways what you do at home, at work and at play affects your progress. We offer suggestions and self-care techniques to support you on the road to your treatment goals, toward a life of increased wellness and vitality.

With the introduction of the Chronic Disease Management (CDM) scheme, your doctor may now refer for up to five Allied Health services per year.

Is the appointment free?

• While we would love to help you out with free treatment, unfortunately, we cannot bulk bill Medicare for Physiotherapy at our practice, so there will always be a gap payment.

How does the Medicare EPC rebate process work?

• It’s a tricky process- the joys of working with a government body!
• At our practice, the first step is actually to pay the full fee upfront but don’t worry, we use your card that has either a savings or cheque account to refund $56.00 back onto your account from Medicare which will arrive within the day or at the very latest, early the next day!

Remember to bring your Medicare card and any other paperwork relevant to your appointment.

To access DVA physio services you must be referred to a physiotherapist who is able to provide services under the Medicare Benefits Scheme. A referral can be issued by:

• Local Medical Officer (LMO)
• General Practitioner
• Medical specialist
• Treating doctor in hospital
• Hospital discharge planner

A referral remains active for twelve months from the date of referral. Referral dates cannot overlap from one twelve-month period to the next. The number of services you receive depends on your clinical need. It is important to have the referral ready when you meet your physiotherapist for the first time - it’s how we bill for our services. 

If you do not have a referral, you will not be able to access DVA-subsidised physiotherapy. DVA clients must also present:

• A valid (non-expired) white or gold card
• ID containing the date of birth, and your full name

If you cannot provide these details, you will not be eligible for subsidized rates at the time of your appointment. You will still be able to access physiotherapy services at standard rates, and you will be provided with receipts.

• At Action Physiotherapy, all our CTP physiotherapy sessions for motor vehicle injuries can be billed directly to the insurers once we have confirmation of a valid claim number.

What we need from the patient:

• Claim number

• Insurer Details including case manager’s name, phone number, fax number

• Medical Certificate/GP certificate of Capacity

• Date of Accident/Injury

Steps to take before Physiotherapy can start:

• Exchange details at site of accident

• Contact details of person at fault

• Insurance details (CTP, not vehicle property insurance)

• Make sure that the accident is reported to the Police within 28 days. If you do not do this, your claim could be affected

• If they attended the accident, they will provide you with a police event number

• Contact 3rd party insurance provider – they will issue you with a claim number

• Fill out Motor Accident Personal Injury Claim Form (Available via SIRA website - https://www.sira.nsw.gov.au/resources-library/motor-accident-resources/workers-compensation/making-a-claim2/1Motor-Accident-Personal-Injury-Claim-Form-old_scheme_interactive.pdf)

• ASK A DOCTOR TO COMPLETE THE MEDICAL CERTIFICATE ON PAGE 11

• You must submit this form to the CTP insurer of the vehicle that you believe caused the accident

• If you don’t know the CTP Insurer, call SIRA 1300656919. You will need to tell them the date of the accident, and the registration number of the vehicle that caused the accident

• See your GP as soon as possible (Within 30 days after your accident)

• Contact your Physiotherapist with claim number issued by insurance company

Once you have submitted the Motor Accident Personal Injury Claim form, the CTP insurer of the vehicle that caused the accident will write to you within five working days to confirm receipt of your claim form.

Do not wait for this confirmation before you contact and book in with your Physio.

If your claim is denied, you will be liable for payment of your Physiotherapy sessions.

You can book your Telehealth appointment by calling 02 4940 8300

How do I pay?

• Credit Card/Debit Card

At the end of your telehealth appointment we will manually put your C/C details through the EFTPOS machine. No record of your numbers will be taken and you will be emailed a receipt.

Some Private Health Insurance providers are allowing you to claim Telehealth appointments; we will email you a receipt so you can take it to your insurance provider to claim the rebate directly through them.

Do I need specific software?

• You will need an up-to-date browser for your Telehealth consultation.
• Make sure you have a stable internet connection and a device that supports video and audio (via a webcam, if available).
• However, you don't need anything super fancy—your computer (or mobile devices) will do just fine. To access your Telehealth appointment, you will simply need to click a link in your appointment confirmation email or reminder, and that will open your video session!

Will online consultations be as effective as hands-on/face to face treatment?

• Yes, Action Physiotherapy is a hands-on preferred clinic when dealing with acute and chronic injuries...but looking past the approach of massage and joint mobilisation techniques, there is a lot that we can still do via telehealth.

1. Education – You have access to someone who is highly skilled and knowledgeable within the fields of anatomy, musculoskeletal pathology, pain and exercise prescription, just to name a few. 

2. Expertise and Experience – Our Physiotherapists are confident in assessing, diagnosing and treating patients from all walks of life. They have a great understanding of various patterns of dysfunction and the ability to formulate a diagnosis through detailed assessments. 

3. Movement Analysis and Exercise Prescription –Assessing movement patterns and using movement to treat. Supporting patients to take ownership of their injuries and equipping them with the tools and knowledge to feel safe and informed. 

4. A Friendly Ear and Reassurance –Someone who understands and takes the time to listen to you when you’re in pain or experiencing a problem.

Longer term change is made through rehabilitation programs, exercises and self-management strategies that encourage you to take an active role in your own rehabilitation.

How will I know what exercises to do?

• Exercises will be discussed with you during your Telehealth appt. You will also receive access to demonstrations and your prescribed exercises via our exercise prescription software TeleHab. If you’re unable to access your program via the web we can email or post print outs of your programs.