Terms of Service

TREATMENT & CONSENT 

You hereby request and give consent to our practitioners to perform all necessary examinations, mobilisations, therapy, rehabilitation and medical diagnostic procedures in accordance with their professional training and understanding of your presenting issue. You understand that during your treatment, care may be rendered by different practitioners at Prana Physiotherapy & Health. 

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You understand that you have an opportunity to discuss with your practitioner.  The nature and purpose of your care before any treatment is rendered. 

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You acknowledge and accept the following: 

• The physical nature of physiotherapy, exercise physiology, clinical  exercise and related treatments. 

• You have the right to see the practitioner of your choice, refuse intervention,  seek further opinion, and to provide feedback or make a complaint.

• The adverse risk associated with treatment may include stiffness and  soreness (musculoskeletal), neurological complications, cerebrovascular injuries, skin irritations, as explained to you by your therapist in  accordance with best practice. 

• The probability of risk is lowered by screening and assessment procedures.

• Other treatment options exist if the risk of physiotherapy, exercise physiology, or exercise is considered to be too high including telehealth, medication,  medical care, hospitalisation and surgery. 

• The risk of remaining untreated may include musculoskeletal issues such as  scarred tissue and other degenerative changes these may impact musculoskeletal health and perpetuate the complexity of a condition and it's rehabilitation  

 

LATE NOTICE FEE POLICY (CONSULTATIONS) 

It is expected that if a patient cannot keep an appointment with us, that  notice is given as soon as possible by calling the practice (and leaving a  message if after hours).  

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If less than 24 hours’ notice is given, full fee will apply. However, provision  of another appointment within business hours on the day of the original  appointment will see the fee waived. 

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For a Monday appointment notice must be given by 11am on the prior Saturday to avoid a late cancellation fee.

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In the event a late cancellation is received, and the patient does not accept  our offer of an alternative appointment within business hours of the same  day, full payment of the cancellation fee is expected within 48hrs.  

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These policies relate to all patients irrespective of their method of funding.  In the case of compensable patients (worker’s compensation, CTP  Insurance, etc.) cancellations and missed appointments must be paid  privately by the patient and cannot be charged to the paying party.  

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LATE ARRIVAL POLICY (CONSULTATIONS) 

Patients arriving late to an appointment, but still within their booked time  may receive a short consultation to respect the time of other waiting  patients. The full cost of the consultation will still apply even if the  consultation is a shorter duration due to late arrival of the patient. 

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Patients who either arrive after or miss entirely an appointment will be  charged the full fee in line with the above cancellation policy.

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LATE NOTICE & MISSED (CLASSES) 

It is expected that if a patient cannot keep a class booking, that notice is  given as soon as possible by sending us an email, replying to the reminder text received, or by calling the practice (and leaving a message, if after hours). 

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If less than 12 hours’ notice is given, the class will be deducted from their  pre-purchased casual class or 10 class pack or 20 class pack or 30 class pack. However,  provision of another class attended within business hours on the day of the original class will see the fee waived.  

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These policies relate to all patients irrespective of their method of funding.  In the case of compensable patients (workers compensation, CTP  Insurance, etc.) cancellations and missed appointments must be paid  privately by the patient and cannot be charged to the paying party. 

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Patients arriving late to class but still within the class time will receive a  shorter class in an effort to respect the time of the other participants. 

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Patients who arrive after or miss entirely a class will be charged in line with  the above cancellation policy.  

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ACCOUNTS & BILLING (PRIVATE BILLING)

It is expected our fees are paid in full at time of consultation. All class consults need to be prepaid in order to book. Please note that a payment processing fee is added to card payments. The terminal will calculate and display the fee after you tap your card.

We accept EFTPOS, credit card, stripe, direct deposit and HICAPS. We do not  accept cash payments. In the instance where cash is the only payment  possible, we ask for exact cash to be paid as we do not hold any change at  the practice. In the event of electronic network failure, full payment is still  expected on the day of consultation. 

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Payment of all accounts can be made via telephone or in-person. 

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For those who feel they cannot comply with our billing methods or wish to  be given special consideration, please feel welcome to put your request in writing to the practice director.

 

EXERCISE CLASS BILLING

All exercise classes (Clinical Pilates and Strength Bones & Balance), and duet appointments must be prepaid at the time of booking. Prepayment must occur before or prior to the day of the class. All class packs are strictly non refundable and non transferable for another service, retail product or to another person. Classes and class packs that expire are not rebateable with private health insurance or medicare or other compensation schemes. Class credit deducted for late cancellation or “did not arrive fees” are not rebateable for private health insurance or medicare or other compensation schemes. All class packs have a strict expiration date. Casual classes expire 4 weeks from the time of purchase. 10 class Packs expire from 12 weeks of first use. 20 class packs expire 26 weeks from first use. 30 class packs expire 26 weeks from first use. Packs that are purchased and not used at all will expire after 26 weeks. There will be no exceptions to this policy.

 

PERMANENT CLASS SPOTS

Permanent class spots can be secured for up to 12 months. Reception will contact you to confirm your permanent spot every 4 to 12 weeks. When you are due for a pack, you will receive a text message for payment. If you do not prepay your next class at least one day prior to your upcoming class your upcoming bookings will be cancelled and your permanent class spot may be removed.

At least 12 hours notice is required for classes that you are not able to attend, otherwise late class fees will be deducted as per the cancellation policy.

 

PRIVATE HEALTH INSURANCE - CONSULTATIONS 

Private health insurance rebates (electronic or otherwise) can only be  claimed after the service has been rendered. We are only able to claim  your rebate on the same business day as the consultation. If you forget  your card, we will provide you a receipt to claim directly with your insurer.

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PRIVATE HEALTH INSURANCE - CLASSES 

Private health insurance rebates (electronic or otherwise) can only be  claimed after the service has been rendered. Once you have completed  your casual class, the complete 10 pack, complete 20 pack or complete 30 pack, we will provide you with a receipt to claim directly with your private health insurer. We are not able to provide exercise receipts for partially completed packs.

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MEDICARE - ENHANCED PRIMARY CARE PLANS  

Your GP may provide you with an enhanced primary care plan for up to 5  sessions allocated to physiotherapy. Please note that we do not bulk bill,  thus there will be a gap payment. Medicare provides a rebate of  approximately $60.35. Ensure you bring your GP paperwork and an EFTPOS  card so that we can apply the rebate within session. Rebates do not  automatically go back into your account. Credit cards cannot be used to  apply a rebate. Medicare will not provide a rebate for an appointment  where a late cancellation fee has been charged. Medicare rebate can only  apply to one-on-one sessions and cannot be applied to class  consultations. Medicare and private health insurance rebates cannot be  applied to the same appointment it must be one or the other.

 

Please understand our billing methods allow a quality of service to all  clients and serve to raise the already high standard healthcare we offer  you. 

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ACCOUNTS & BILLING (COMPENSABLE) 

If your injury relates to a Workcover or Motor Accident claim (CTP) or  Personal Injury and your treatment is to be paid by the insurer, it is  essential that you provide us with all your insurance details prior to your  appointment so we can obtain approval for payment. If we do not have  approval for your sessions, you will be required to pay for the consultation  and request rebate from your insurer. 

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COVID-19 POLICY 

Please do not attend your consultation if you are unwell with COVID-19 or  unwell with any cold or flu like symptoms. Masks are now optional at the  practice please contact us in advance if you would like your practitioner to  be wearing a mask. 

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PLEASE SPEAK WITH YOUR PRACTITIONER OR RECEPTION  TEAM IF YOU WISH FOR FURTHER CLARIFICATION OR  EXPLANATION.

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