Patient information

Who can refer me to your clinic?

In general, you do not need a referral to visit a physiotherapist. However, you may need a referral for some services. Check with us when you book. Your medical practitioner or specialist can refer you to our clinic. Referrals from a specialist are valid for three months, while referrals from a general practitioner (GP) are valid for 12 months.

How can I contact you?

Contact us on +61 (2) 9812 3850 to make an appointment with our physiotherapists, or to discuss your health concerns. See additional contact information here.

What happens after I book my appointment?

MQ Health Physiotherapy Clinic will send an SMS reminder for your appointment and remind you of any requirements for the day.

How long should I allow for my first appointment?

We recommend you allow an hour for an initial appointment. Your therapist will take you through some testing, discuss your medical history and condition in detail, and form a treatment plan with you. Allow 30 to 45 minutes for subsequent appointments.

Is there parking available?

Yes there is. Directions and parking information can be found here.

We suggest you bring the following items to all appointments:

• Referral – not required unless you are claiming a chronic condition, for which a GP has issued a valid CDM/EPC (Chronic Disease Management/Enhanced Primary Care) form.
• Cards – Medicare, health fund, pension and Veterans' Affairs cards.
• Insurance claim number and case manager’s details — if you are attending physiotherapy for a work-related injury.
• Medication list – of all your current medications, vitamins and supplements.
• Test results – including CT, X-ray, heart test results and pathology from the past 6–12 months.
• Discharge summaries or procedure reports if necessary.
• Loose fitting, comfortable clothing — (such as shorts and singlet or t-shirt) that will allow your physiotherapist to observe and test the relevant parts of your body, and appropriate footwear for exercise (e.g. sneakers).

Arriving at the clinic

Please arrive 10 minutes before your scheduled appointment time. You will need to complete a patient information form. Our staff will then register you as a patient.

Your initial consultation

Your physiotherapist may take some measurements of your function. You may be asked to perform some physical tests and to answer some questions about your condition and how it affects you. These measurements will be used to guide and assess your progress with your physiotherapy treatment.

Your physiotherapist will discuss with you their findings and what you hope to achieve (your goals) through physiotherapy care. Your physiotherapist will then plan with you a program of care to help you achieve these goals. This plan may involve a personalised combination of manual therapy techniques, education and exercises.

Next steps

Before you leave, our reception staff will create an account for your consultation and any equipment the physiotherapist has prescribed. Upon payment, we can electronically lodge your account claim with your health fund if you have your card available.

You can also make any follow-up appointments at reception before you leave.

We look forward to seeing you at your appointment. Any feedback is welcome and can be provided on the form available at our reception desk.

How much will my appointment cost?

The costs of consultations vary. First appointments can be more expensive than follow-ups because they tend to be longer. If you would like to know the estimated cost of your appointment, please phone our rooms on +61 (2) 9812 3850.

Will I get money back from Medicare?

Medicare rebates can only be accessed for a chronic problem with a valid GP CDM/EPC form provided at the time of the appointment.

Will I get money back from my private health insurance?

If you health fund covers you for physiotherapy, please bring along your health fund card and we can process through HICAPS.

For more information, speak to your health fund directly about what’s covered in your policy.

When do I pay for my appointment?

MQ Health Physiotherapy is not a bulk billing practice, so you will need to pay at the time of your consultation.

Don’t forget to bring your pensioner, health care or DVA cards to ensure we bill you at the correct rate.

What if I am a Department of Veterans' Affairs (DVA) patient?

If you are a DVA patient with a gold card, we can lodge your account directly to DVA with no out-of-pocket expense for you. Remember to bring your gold card to each appointment.

We welcome positive and constructive feedback in order to continuously improve our service. You can leave a message in the feedback box in the reception area, complete our survey or email us at feedback@mqhealth.org.au

If you feel your experience with us has been unsatisfactory, please discuss any complaints with us in the first instance. If you are not satisfied with our response, you can contact either the Health Care Complaints Commissioner on 1800 043 159 or the NSW Ombudsman on 1800 451 524 to discuss your complaint.