1. REFERRALS
1.1 Most clients can receive our services without the need of  a medical or other referral. However, in the event a referral from another practitioner has been given, it is highly recommended that such a referral is provided to the treating physiotherapist to assist in the continuity of care and our delivery of the most appropriate treatment for the patient.

2. WORKCOVER
2.1 Patients who believe they are eligible for workcover funding must ensure they satisfy the following criteria before requesting bulk billing:

2.1.1 Their injury occurred directly in relation to their current employment.

2.1.2 The injury has been reported to their employer and all necessary internal paperwork has been completed.

2.1.3 A workcover claim form has been submitted, and a letter of approval from the employer is provided.

2.1.4 The patient signs the necessary P600 form to notify the appropriate bodies of their Physiotherapy Treatment Program.

2.2 The individual patient will always be ultimately responsible for payment of all accounts in the event the workcover insurer/employer does not accept financial liability for our treatment services  rendered. 

2.3 Currently, our practice absorbs the service fee gap for workcover funding on the patient's behalf. However all administration fees for missed appointments, late cancellations and overdue accounts will be charged directly to the patient, not the employer or workcover insurer (see related policies).

2.4 We reserve the right to discontinue providing physiotherapy treatment through workcover funding if we feel a claimant is acting either fraudulently or demonstrating non-compliance.

3. TRANSPORT ACCIDENT COMMISSION
3.1 Patients who believe they are eligible for TAC funding must ensure they satisfy the following criteria before requesting bulk billing:

3.1.1 Their injury occurred directly in relation to a Victorian motor vehicle incident 

3.1.2 The injury has been reported to the police and all necessary paperwork has been completed.

3.1.3 A TAC claim form has been submitted with documentary evidence available. 3.1.4 The patients signs the necessary Physiotherapy Treatment Notification Plan in consultation with their treating physiotherapist.

3.2 The patient is responsible to pay the standard TAC-imposed excess before physiotherapy services can be bulk billed. However, this excess may be waivered if the patient was admitted to a hospital for longer than 24 hours due to their accident.

3.3 The individual patient will always be ultimately responsible for payment of all accounts in the event TAC does not accept financial liability for our treatment services  rendered.

3.4 Currently, the practice absorbs the service fee gap for TAC funding on the patient's behalf. However all penalty fees for missed appointments, late cancellations and overdue accounts will be charged directly to the patient, not TAC. (see related policies).

3.5 We reserve the right to discontinue providing physiotherapy treatment through TAC funding if we feel a claimant is acting either fraudulently or demonstrating non-compliance

4. DVA
4.1 Patients who believe they are eligible for funding from the Department for Veteran Affairs must ensure they satisfy the following criteria before requesting bulk billing:

4.1.1 Patients issued gold- or white-cards from the Department of Veteran Affairs will be eligible for fully subsidised physiotherapy treatment when presenting with an appropriate medical referral and having not been the recipient of other physiotherapy services within the previous 6 months (in accordance with current DVA policy).

4.1.2 The patient must sign a treatment voucher each time they receive a service from our practice for us to claim back the cost of their services.

4.2 The individual patient will always be ultimately responsible for payment of all accounts in the event the Department for veteran Affairs does not accept financial liability for our treatment services  rendered. 

4.3 Currently, our practice absorbs the service fee gap for DVA funding on the patient's behalf. However all administration fees for missed appointments, late cancellations and overdue accounts will be charged directly to the patient, not the Department of Veteran Affairs (See related policies).

4.4 We reserve the right to discontinue providing physiotherapy treatment through DVA funding if we feel a claimant is acting either fraudulently or demonstrating non-compliance.

5. MEDICARE  
5.1 Patients who believe they are eligible for Medicare funding must ensure they satisfy the following criteria before requesting bulk billing:

5.1.1 Their injury must be considered chronic or complex.

5.1.2 Their medical doctor has prepared an Enhanced Primary Care allied health referral allocating up to 5 only physiotherapy treatments for a 12 month period.

5.1.3 The medical doctor must also have prepared an EPC Care Plan on behalf of the client and submitted it to Medicare for funding approval to be granted.

5.2 The individual patient will always be ultimately responsible for payment of all accounts in the event the medicare does not accept financial liability for our treatment services  rendered. 

5.3 Currently, our practice only bulk bills the Medicare payment on the patient's behalf if they are pensioners. All other patients will be required to pay their fee in full at the time of consultation and will be issued a receipt to claim back their rebates from medicare directly.

5.4 All administration fees for missed appointments, late cancellations and overdue accounts will be charged directly to the patient, not medicare (see related policies).

5.5 We reserve the right to discontinue providing physiotherapy treatment through medicare funding if we feel a claimant is acting either fraudulently or demonstrating non-compliance.

6. ACCOUNTS & BILLING
6.1 Please refer to our most recent schedule of fees for an outline of the services we offer and their associated prices.

6.2 It is expected all fees are paid in full at the time of consultation. 

6.3 We accept cash, EFTPOS, credit cards and offer electronic health insurance rebates (via Healthpoint) for your convenience. However, in the event of electronic network failure, full payment is still expected on the day of consultation.

6.4 An administration fee will apply for every occasion a consultation fee is not paid on the day.

6.5 In the event of gaining approval for a monthly account, at the end of each month a fully itemised statement will be issued, with payment terms strictly 7 days net. Failure to render full payment within these terms will incur penalty fees as clearly stated on each account.

6.6 Payment of accounts can be done so via the telephone, website or in person at the practice from which you have received the service. 

6.7 Health insurance rebates (electronic or otherwise) can only be claimed for after the service has been received. In the instance of purchasing treatment packages rebates will only be available once the treatment program has been completed. 

6.8 There is no refund available on the purchase of any personal or healthcare items. All braces, creams, gels, tapes and exercise equipment must be chosen carefully before leaving the practice. 

6.9 Those who feel they cannot comply with our very strict billing methods, or wish to be given special consideration, please feel welcome to put your request in writing and address it to the Practice Principal. Please understand that our strict billing methods allow equality of service to all patients, and serve to raise the already high standard of healthcare we can offer you.

7. CANCELLATION POLICY
7.1 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.

7.2 If less than 6 hours notice is given, the full consultation fee will apply. However, provision of another appointment within 48 hours at no charge, but at our convenience, will be made in an attempt to provide continuation of treatment.

7.3 In the event a late cancellation is received, and the patient does not accept our offer of an alternative appointment, payment in full is expected within 48 hours, otherwise an administration fee may apply.

7.4 No cancellations can be received on our 24 hour advice line, as the on-call physiotherapist has no means by which to record or change appointments after hours.

7.5 These policies relate to all patients irrespective of their method of funding (eg. Workcover, TAC, etc). In the case of compensible patients who have been permitted to bulk bill their consultation fees, cancellations and missed appointments must be paid separately by themselves and cannot be bulk billed.

8. LATE & MISSED APPOINTMENTS
8.1 Patients arriving late to an appointment, but within their appointed time slot, may receive a shorter consultation in an effort not to inconvenience other patients waiting.

8.2 Patients who either arrive after or miss entirely an appointment will be charged the consultation fee in full. 

8.3 If a patient calls the practice to arrange an alternative time within 48 hours of their missed appointment, they will eligible for an appointment at no charge, but at our convenience. 

8.4 Irrespective of an alternate appointment being offered, if payment is not received in full within 48 hours, an administration fee will apply.

LATE OR MISSED APPOINTMENTS EXCLUDE OTHERS FROM RECEIVING TREATMENT AND INCONVENIENCE BOTH THE PHYSIOTHERAPISTS AND OTHER PATIENTS WAITING.

9. PRIVACY POLICY SUMMARY STATEMENT
The personal health information you provide during your consultation and subsequent treatment will be collected for the purpose of providing high quality health care. This clinic is committed to protecting your privacy and this information is generally only disclosed to other members of your medical team where necessary. It will however be disclosed to other organizations where required by law or if necessary for debt recovery purposes. You may gain access to information about you held by this clinic by putting your request in writing and attentioning it to the Principal.

10. SPECIAL CONSIDERATIONS
The intention is not to exclude anybody from being able to access our  physiotherapy  services We have never denied anyone the benefits of physiotherapy care because of their inability to pay our published fees. If financial hardship requires individual consideration, please put your request in writing to the Practice Principal.

PLEASE SPEAK WITH YOUR PHYSIOTHERAPIST IF ANY OF THE POLICY WORDING IS CONFUSING OR YOU REQUIRE FURTHER EXPLANATION

Disclaimer: Please note Back In Motion Physiotherapy reserve the right to change, add or remove any conditions to the above stated policies, as we feel it necessary and appropriate to deliver the most effective service to our clients.