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Hoppers Crossing   03 9369 4999

Ascot Vale   03 9372 8155

Williamstown   03 9989 2444

Taylors Lakes   03 9390 8488

Geelong   03 5222 2047

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Patient Info
& FAQS

Do I need a doctor’s referral? 

Private clients do not need a doctor’s referral to attend Concussion Central Physiotherapy. However, if you have one that is relevant to your presenting condition, please bring it to your appointment as it may assist your Physiotherapist with their treatment.

If you are a Medicare – Enhanced Primary Care Plan (EPC) holder, TAC, Work Cover or Department of Veterans Affairs client a doctor’s referral IS required. Please ensure this is either sent to us prior to your appointment, or paperwork is with you at the time of appointment. For more information about what is required, please contact our rooms.

 

What to bring:

  • You will be emailed forms and questionnaires prior to your physiotherapy appointment at Concussion Central. Please complete these forms and bring them with you.
  • Any referral letters, reports of scans or Emergency Department discharge summaries that you have available.
  • Private health insurance: If you have Physiotherapy as an extra on your private health insurance, all in person services attended at Concussion Central are rebateable. Please bring your health insurance card with you so our admin team can process your on-the-spot claim.
  • Enhanced Primary Care Plan (EPC) holders: If your GP has granted you an EPC, please ensure you bring your referral and Medicare card with you to your in person appointment.
  • Traffic Accident Commission (TAC), National Disability Insurance Scheme (NDIS) and WorkCover Patients: If you are claiming your services via TAC, NDIS or WorkCover, please ensure you bring your referral, covering letter and claim number with you to your appointment. For more information about what is required for TAC/NDIS/WC, please contact our receptionists at Symmetry Physiotherapy, Hoppers Crossing – 03 9369 4999.

 

Can I claim my private health insurance rebate at my in-person appointment?

Yes, if you have Physiotherapy as an extra on your private health insurance, physiotherapy services attended in person at Concussion Central qualify for rebate. If you bring your private health insurance card with you, our admin team can process an on-the-spot claim via our HICAPS terminal, so you will then only pay the gap fee.

Please note, the amount paid by your private health insurance is based on your policy, our admin team are unable to advise what the gap fee will be prior to your appointment. To assist you, we can quote the item code numbers for you to then contact your insurer who will be able to advise how much will be covered. 

 

Can I claim a private health insurance rebate for my telehealth physiotherapy appointment?

This depends on your health insurance provider and the particular policy that you hold. You need to contact your health insurance provider directly to ask them if they will provide a rebate for telehealth physiotherapy appointments. If your private health insurance provider requires the codes that will be used for your telehealth physiotherapy appointment, please email us on info@concussioncentral.com so that we can provide you with them.

 

Are my Physiotherapy appointments claimable through Medicare?

Unfortunately, for most Physiotherapy appointments, you cannot claim a Medicare rebate. However, under some special circumstances your GP may place you under a special care program (known as an EPC). You can then be referred for up to five allied health services each calendar year. It is important to understand that only your GP will decide whether you should be referred for these services.

At each appointment you must still pay the full fee, upfront, for the service and we will submit your Medicare claim electronically for you. Your Medicare rebate will then be deposited directly into your bank account. If you are not setup for electronic Medicare rebates, we can give you a receipt to claim through Medicare manually.

It is important to understand that you will still be out of pocket a ‘gap’ amount, which cannot be claimed through your private health insurance.

For further information please speak to our reception team.

 

Will I need to complete registration paperwork?

Yes, all new clients are required to fill in a registration form. An electronic copy will be emailed to you when you book your first appointment with us. It is important to complete all of the information fully on these forms prior to your initial appointment so that we can make the best use of our time together during your physio appointment.

 

What do I wear?

For physiotherapy appointments, please wear comfortable clothing so that you can move easily and exercise shoes. You may need to do a walking test on the treadmill or the physio may need to treat your neck or upper back. Please wear clothes that would allow for this and that you are comfortable in.

 

How long do appointments go for?

Our physiotherapy consultations range between 20 and 60 minutes. The appointment length depends on the type of appointment you are booked in for. Initial assessments are most commonly booked for 60 minutes. Your physiotherapist will then advise what session length you will need for your following appointments, based on your individual needs.

 

How can I re-schedule or manage my appointment?

For face to face appointments you can re-schedule by calling our clinic. For after hours, we have an answering machine service for you to leave a message. One of our receptionists will contact you within the next working day after it is received to help you.

For telehealth appointments you will receive an email that confirms your appointment. At the bottom of that email there is a link that you can click on if you need to cancel or reschedule your appointment. Follow the prompts after you have clicked on the link. If you have any problems rescheduling your telehealth appointment, please email us at info@concussioncentral.com

 

Late Notice/Missed Appointment Policy:

Late notice and missed appointments exclude others from receiving treatment. Therefore, we request that if you are unable to make a consultation please you let us know as early as possible and at least 24 hours prior to your appointment. We have an answering machine for after hours messages.

In the event that you cancel or reschedule your appointment less than 24 hours prior to the appointment you will be charged   50% of the consultation fee.  A missed appointment will be treated in the same way as a late notice.

 

Payment Policy:

All Concussion Central services have an associated charge and we have a ‘pay-on-the-day’ policy. We can process on the spot health fund rebates via our HICAPS terminal. We offer cash and EFT payment options.

Payment for Telehealth appointments is required at the time of booking the appointment. This is to minimize issues with attendance. In the event that your circumstances change and you need to cancel a pre-paid telehealth appointment, you will be fully refunded, provided you have given a minimum 24 hours of prior notice.