FAQs

1. How do I book an online appointment?

 

Head to the link above & follow the prompts. If you are a new patient please select the initial consultation (60 minutes). If you are a returning patient that has been seen in the previous 8 weeks from the date of booking and are wanting to be seen for the same injury then please select the subsequent consultation (30 minutes). If you are a returning patient that is booking for a recurring or new injury but have not been seen in the previous 8 weeks please select the extended subsequent consultation (60 minutes) to allow for adequate assessment time.

 

2. I live interstate or overseas. Can I book an appointment?

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Yes! You can book an online appointment with The Pole Physio if you reside anywhere in the world. US patients please note that you are limited to being treated by Jake. Due to US legislation Simone and Danielle are unable to treat you, therefore we ask you please select Jake as your treating therapist.  

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3. I live interstate or overseas. How do I book in my time zone? (including QLD patients)

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When booking, the times listed are automatically converted to Melbourne time GMT +10 (including daylight savings changes). If you live anywhere other than Melbourne, New South Wales or Tasmania, then you will need to manually select your time zone. To do this, please click the time zone drop down in the top right hand corner of the calendar to and correctly select your time zone. This is important so you receive correct appointment reminders in addition to your appointment being at the correct time.  The calendar will provide you with an automatic time conversion to your selected zone.

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4. Can I claim my appointment on private health insurance?

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If you reside in Australia then you can claim all appointments with Simone and Danielle on private health insurance. After each appointment your Physiotherapist will provide you with an electronic receipt that you can submit online to your health insurance. Appointments with Jake cannot be claimed on private health insurance.

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5. What's the difference between a virtual and face to face appointment with The Pole Physio?

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There is no difference in regards to the outcome of our sessions. Our Physiotherapists will be able to assess your injury and individual needs and create a tailored management program to assist. Our philosophy is all about empowering the patient to best understand their injury and how to rehabilitate themselves (with our guidance). Our Physiotherapists will provide the tools required to rehabilitate your injuries. Online appointments are encouraged as the initial consults are 60 minutes in length and allow for a thorough assessment. 

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6. Are there any conditions that we cannot treat online?

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Very few (<1% of injuries). Our Physios have an advanced skillset to recognise these early on and provide the patient with guidance on where to seek the appropriate assistance. Our Physios are also happy to co-treat with another local practitioner if required.

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As a patient of The Pole Physio, you will be taken care of from start to finish to ensure you are receiving the best level of care possible. 

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7. How does payment for online services occur?

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Payment must be completed prior to the completion of each online appointment. However it is generally encouraged for patients to transfer payments prior to the appointment for ease. Payment for online appointments occurs through one of three methods:

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1. Bank transfer (recommended for Australian patients)

2. Credit card (recommended for overseas patients)

3. Paypal

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Please note:

- There is an additional $2 fee per payment for credit card processing 

- Overseas patients will be charged additional fees from their own banking institution for international transfer (~$5). 

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8. Do you use Zoom or Skype for your online consultations?

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We don't use either. The healthcare industry is strictly regulated in Australia and as such we use online encrypted platforms recommended by our associations. The online platform used by The Pole Physio does not require download. Instead a link to the appointment will be sent the day prior to your appointment. Click on this link to enter your appointment approximately 5 minutes prior to your consultation time. 

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9. What is your cancellation/rescheduling policy?

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Late cancellation of appointments is a major inconvenience to our Physiotherapists and to other clients who are wanting an appointment. If you need to cancel or postpone your appointment we appreciate at least 48 hours’ notice, however the minimum requirement is 24 hours. If you cancel within this 24-hour period you will be charged 50% of the appointment fee. If you do not attend the appointment and do not provide any notice you will be charged 100% of the fee. 

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10. Is there a waitlist?

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Yes there is. We require you to book an initial consult first so you are in our electronic system. If you require an earlier appointment you can contact us via email at info@thepolephysio.com with your availability to place yourself on the waiting list. We will contact you via email as soon as an appointment becomes available.  

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11. Do you accept Medicare (EPC) referrals, DVA/WorkCover or TAC patients online?

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No. The Pole Physio does not accept any compensable based referrals due to the ongoing & considerable waitlist we have. 

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12. None of the times available suit me. Do you work weekends?

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Jake is now available for Saturday appointments and out of hours appointments

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13. Why don't you provide testimonials to your services on your website?

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In Australia it is against the National Law to allow the use of testimonials or purported testimonials to advertise regulated health services or a business that provides a regulated health service. 

 

The risk of harm posed by using testimonials in advertising is greatest where it:

• Creates an unreasonable expectation of beneficial treatment (particularly when the treatment provided to one patient is different to that of another patient)

• Encourages the unnecessary use of health services, and/or

• Is false, misleading or deceptive or likely to be misleading or deceptive, including testimonials that are: 

  • Selectively published or edited, or

  • Fake or purchased

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14. Do you have any additional questions that haven't been covered here?

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Shoot through an email to info@thepolephysio.com with your enquiry.