FREQUENTLY ASKED QUESTIONS
1. What are common conditions we commonly see and treat successfully at Acland Street Physiotherapy?
At Acland Street Physiotherapy, we see a wide range of musculoskeletal, sports and lifestyle-related conditions.
Common reasons people visit us include lower back pain, neck pain, shoulder pain, knee pain, hip pain, running injuries, tendon pain, sports injuries, post-operative rehabilitation, arthritis, persistent pain and general movement or strength concerns.
We also help patients who want to return to work, gym, running, sport or everyday activity with more confidence.
While every patient is different, our clinic regularly supports people with spinal pain, lower limb injuries, shoulder conditions, tendon problems, post-surgical rehab and active adults wanting to stay strong, mobile and independent.
2. Do you take private health insurance "extras" cover?
Yes. If your private health insurance includes physiotherapy “extras” cover, you may be able to claim a rebate for your appointment.
We have HICAPS available at the clinic, so you can usually claim your private health rebate on the spot and only pay the gap fee.
The rebate amount depends on your health fund and level of cover, so it is best to check directly with your insurer if you are unsure.
3. Do you take Medicare?
Yes, we take Medicare (you may be assigned up to 5 sessions) under GP approved Enhanced Primary Care (EPC) Plans/Team Care Arrangements. We will also liaise with your doctor through sending them an initial and discharge report in relation to your progress. Please bring the relevant paperwork prepared by your GP.
4. Do you charge a gap or Bulk Bill for Medicare?
Acland Street Physiotherapy is the only clinic in St Kilda that bulk bills Medicare Care Plans referred by GPs.There will be no out of pocket expenses under Medicare EPC Plans when you see our physiotherapist Michael Lee or James Le. However, when you see our physiotherapist Barry Nguyen, there will be a $78 gap.
5. Do you take insurance claims TAC (motor vehicle accident) and Workcover claims?
Yes, we take TAC and Workcover claims that have been formally approved with an active claim number. Please bring the relevant paperwork from the insurance entity.
6. How do I pay for private services?
We accept Visa, Mastercard, debit card and cash. If you have private health insurance, please bring your card and we will do the claim on the spot for you using our HICAPS terminal. This means that you only have to pay the gap. The amount covered by your health fund is determined by your health fund provider and the type of cover you have.
7. Do I need a referral?
No, you do not need a referral if you are planning to be a private patient, except in the cases where you are under a Medicare EPC Plan or covered by TAC or Workcover.
8. What can I expect in my first physiotherapy appointment?
Your initial physiotherapy appointment typically lasts 30-40 minutes. Expect a thorough examination, including questions and special tests to pinpoint the issue. Following diagnosis, your physiotherapist will explain your condition and present treatment options, detailing benefits and risks, along with estimated recovery timeframes.
Subsequent appointments usually run 20-30 minutes, focusing on progress review and treatment.
During Your Initial Appointment:
Wear loose, comfortable clothing that allows easy movement and access to the area being assessed. For example, shorts and a t-shirt are ideal for lower body assessments, while a tank top may be preferable for upper body evaluations. Avoid tight or restrictive clothing to ensure accurate examination and treatment.
9. What do you need to bring?
Bring all your x-rays and other scans where appropriate and paperwork provided by your doctor or compensable body associated with your claim.
10. What should I expect if I experience soreness after treatment?
It's common to experience some soreness after physiotherapy treatment, especially if you've undergone hands-on techniques or therapeutic exercises. This soreness typically resembles the feeling you might get after a workout and is a sign that your body is responding to the treatment. It usually resolves within a day or two. If you have concerns about the intensity or duration of soreness, please don't hesitate to contact us
11. Can I use your gym?
Yes, you are encouraged to use our gym equipment free of charge as part of your treatment plan in between consultations.
12. Do you use an AI scribe during consultations?
Yes. With your permission, we may use CliniScribe, an Australian allied health AI scribe, to help create accurate clinical notes, reports and treatment plans from your consultation. This helps reduce typing during the session so your physiotherapist can focus more on listening, assessing, treating and explaining your recovery plan.
Use of CliniScribe is optional. If you would prefer not to use AI-assisted documentation, just let us know and we will take notes manually.
CliniScribe is designed for allied health practices and is built to meet Australian privacy and security requirements, including secure handling of clinical information.
13. I have made a telehealth appointment. How do I prepare for it?
Please read the PDF document prior to the appointment on how to prepare for the telehealth video call using the clinic's Physiapp/Physitrack platform.
At Acland Street Physiotherapy, we see a wide range of musculoskeletal, sports and lifestyle-related conditions.
Common reasons people visit us include lower back pain, neck pain, shoulder pain, knee pain, hip pain, running injuries, tendon pain, sports injuries, post-operative rehabilitation, arthritis, persistent pain and general movement or strength concerns.
We also help patients who want to return to work, gym, running, sport or everyday activity with more confidence.
While every patient is different, our clinic regularly supports people with spinal pain, lower limb injuries, shoulder conditions, tendon problems, post-surgical rehab and active adults wanting to stay strong, mobile and independent.
2. Do you take private health insurance "extras" cover?
Yes. If your private health insurance includes physiotherapy “extras” cover, you may be able to claim a rebate for your appointment.
We have HICAPS available at the clinic, so you can usually claim your private health rebate on the spot and only pay the gap fee.
The rebate amount depends on your health fund and level of cover, so it is best to check directly with your insurer if you are unsure.
3. Do you take Medicare?
Yes, we take Medicare (you may be assigned up to 5 sessions) under GP approved Enhanced Primary Care (EPC) Plans/Team Care Arrangements. We will also liaise with your doctor through sending them an initial and discharge report in relation to your progress. Please bring the relevant paperwork prepared by your GP.
4. Do you charge a gap or Bulk Bill for Medicare?
Acland Street Physiotherapy is the only clinic in St Kilda that bulk bills Medicare Care Plans referred by GPs.There will be no out of pocket expenses under Medicare EPC Plans when you see our physiotherapist Michael Lee or James Le. However, when you see our physiotherapist Barry Nguyen, there will be a $78 gap.
5. Do you take insurance claims TAC (motor vehicle accident) and Workcover claims?
Yes, we take TAC and Workcover claims that have been formally approved with an active claim number. Please bring the relevant paperwork from the insurance entity.
6. How do I pay for private services?
We accept Visa, Mastercard, debit card and cash. If you have private health insurance, please bring your card and we will do the claim on the spot for you using our HICAPS terminal. This means that you only have to pay the gap. The amount covered by your health fund is determined by your health fund provider and the type of cover you have.
7. Do I need a referral?
No, you do not need a referral if you are planning to be a private patient, except in the cases where you are under a Medicare EPC Plan or covered by TAC or Workcover.
8. What can I expect in my first physiotherapy appointment?
Your initial physiotherapy appointment typically lasts 30-40 minutes. Expect a thorough examination, including questions and special tests to pinpoint the issue. Following diagnosis, your physiotherapist will explain your condition and present treatment options, detailing benefits and risks, along with estimated recovery timeframes.
Subsequent appointments usually run 20-30 minutes, focusing on progress review and treatment.
During Your Initial Appointment:
- 1. Accurate Diagnosis, Clear Explanation: We'll explain your condition in simple terms.
- 2. Immediate Pain Relief: Gentle techniques will alleviate discomfort.
- 3. Improved Movement and Function: Our aim is pain-free mobility.
- 4. Personalised Advice and Information: Tailored tips for your injury.
- 5. Comprehensive Recovery Plan: Detailed plan including home care.
- 6. Customised Rehabilitation Plan: Exercises to prevent future issues.
Wear loose, comfortable clothing that allows easy movement and access to the area being assessed. For example, shorts and a t-shirt are ideal for lower body assessments, while a tank top may be preferable for upper body evaluations. Avoid tight or restrictive clothing to ensure accurate examination and treatment.
9. What do you need to bring?
Bring all your x-rays and other scans where appropriate and paperwork provided by your doctor or compensable body associated with your claim.
10. What should I expect if I experience soreness after treatment?
It's common to experience some soreness after physiotherapy treatment, especially if you've undergone hands-on techniques or therapeutic exercises. This soreness typically resembles the feeling you might get after a workout and is a sign that your body is responding to the treatment. It usually resolves within a day or two. If you have concerns about the intensity or duration of soreness, please don't hesitate to contact us
11. Can I use your gym?
Yes, you are encouraged to use our gym equipment free of charge as part of your treatment plan in between consultations.
12. Do you use an AI scribe during consultations?
Yes. With your permission, we may use CliniScribe, an Australian allied health AI scribe, to help create accurate clinical notes, reports and treatment plans from your consultation. This helps reduce typing during the session so your physiotherapist can focus more on listening, assessing, treating and explaining your recovery plan.
Use of CliniScribe is optional. If you would prefer not to use AI-assisted documentation, just let us know and we will take notes manually.
CliniScribe is designed for allied health practices and is built to meet Australian privacy and security requirements, including secure handling of clinical information.
13. I have made a telehealth appointment. How do I prepare for it?
Please read the PDF document prior to the appointment on how to prepare for the telehealth video call using the clinic's Physiapp/Physitrack platform.
| physiapp_telehealth_call.pdf |