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Please note: All private payments must be paid in full at the time of consultation. Third party payers must be verified prior to first session, otherwise private fees will be charged to the client at time of consultation.

The Elevate Guarantee

If you’re not 100% thrilled with your experience, we’ll refund your money on your last session and deliver your next session free. A claim must be lodged with us before your next session and no later than seven days after the service has been delivered. Free services offered under the guarantee cannot be redeemed for cash or products and are not transferrable or saleable. The free service must be of the same value as the original service provided to you and must be provided within seven days of the original service unless negotiated and agreed between all parties.

Cancellation Policy: Cancellations, Late and Missed Appointments

We require 6 hours notice for cancellations or rescheduling of an appointment, otherwise the full consultation fee is charged. We will attempt to accommodate another appointment within a 48 hour window from the original booking at the convenience of the practitioner to provide continuation of treatment. Where this booking is confirmed and attended, the cancellation fee will be waived. Please note that Medicare, DVA, TAC, and Workcover compensable bodies, and health insurance rebates will not cover cancellation fees. The fee must be paid separately by the client and cannot be bulk billed.

If you are late to an appointment but within your appointed time slot, you may receive a shorter consultation in an effort not to inconvenience other clients waiting. If you entirely miss your appointment, you will be charged the full consultation fee. If possible, an appointment within 48 hours from the initial booking will be offered. If confirmed and attended, then the fee will be waived. Late or missed appointments exclude others from receiving treatment and inconvenience both the physiotherapist and clients waiting for an appointment.

Consent to Treatments

You hereby request and give consent to our therapists to perform all necessary examinations, manipulations, therapy, rehabilitation, and medical diagnostic procedures in accordance with their professional training and understanding of your injury. You understand that during your treatment, care may be rendered by different therapists at Elevate Physio Balwyn. You understand that you have an opportunity to discuss the nature and purpose of your physiotherapy care with your therapist before any treatment is rendered.

You acknowledge and accept the following:
1. The physical nature of physiotherapy, myotherapy, podiatry and related treatments.
2. You have the right to see the practitioner of your choice, refuse intervention, or seek further opinion and to provide feedback and make a complaint.
3. The adverse risks associated with treatment, including stiffness and soreness, soft tissue injury, neurological complications, cerebrovascular injuries, skin irritations, burns and other minor complications.
4. The probability of risk is lowered by screening procedures.
5. Other treatment options exist if the risk of physiotherapy is considered to be high, including medication, medical care, hospitalisation and surgery.
6. The risk of remaining untreated includes the formation of adhesions, scar tissue and other degenerative changes. These changes can further reduce skeletal mobility and induce chronic pain cycles. It is quite probable that delay of treatment will complicate the condition and make future rehabilitation more difficult.
7. Most clients 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 client.

Consent to Obtain and Release Information

To expedite the management of your injury or injury claim, you accept it may be necessary to communicate the details of your medical condition with treating practitioners, rehabilitation consultants, case managers and employers. By signing these Terms and Conditions you give permission for representatives of Elevate Physio Balwyn to exchange such information regarding injuries sustained and any significant past medical history, with those people deemed necessary by Elevate Physio Balwyn.

Accounts and Billing

Please refer to our most recent schedule of fees for an outline of the services we offer and their associated prices. It is expected that all fees are paid in full at the time of consultation. We accept cash, EFTPOS, credit cards and offer electronic health rebates (via HICAPS) for your convenience. However, in the event of electronic network failure, full payment is still required on the day of consultation. An administration fee will apply for every occasion a consultation fee is not paid on the day. Payment of accounts can be done via the telephone or in person at the practice.

Health Insurance rebates (electronic or otherwise) can only be claimed after the service has been received. In the instance of purchasing treatment packages, rebates will only be available once the treatment service has been completed. There is no refund available on the purchase of any personal or healthcare items if you change your mind. If the item has a major problem we can either refund or exchange the item for you. If the problem is not major, we will repair it for you within a reasonable timeframe. Please keep your proof of purchase.

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 Director. Please understand that our strict billing methods allow equality of service to all clients, and serve to raise the already high standard of care we can offer you. Our intention is not to exclude anyone 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 Director.

Privacy Policy Summary Statement

This practice is committed to protecting your privacy and this information is generally only disclosed to other members of your medical team where necessary. The personal and health information you provide during your consultation and subsequent treatment will be collected for the primary purpose of providing high quality health care. Where required by law or if necessary for debt collection reasons, your personal information will be disclosed.

Elevate Physio Balwyn uses SMS and/or email communication to keep you up to date with the status of your appointment. From time to time we may send you information regarding happenings at your local practice via a number of possible ways including: post, email, telephone call or SMS. Reasons we may contact you include: to administer accounts and process payments, to communicate with you regarding any issues affecting your treatment, provide information on services and benefits available to Clients, to notify Clients of promotions and events, for research purposes, case conferences, in study groups and at seminars (please note in these instances, all personal information will be de-identified), appointment reminders, appointment follow ups, marketing and promotional material about new products, services or special offers, periodic newsletters, practice updates, to provide you with information about the current and future benefits of being a Elevate Physio Balwyn client, market research or surveys to improve our products and services. Should you wish not to receive such communications or our convenient SMS appointment reminders please advise the administration staff or alternatively follow the ‘unsubscribe’ instructions provided in the communication. You may gain access to information held about you by this Practice by putting your request in writing. Please attention all such correspondence to the “Practice Director”. Please note a fee may apply

Your acceptance of these Terms and Conditions is considered consent to receive such communications as outlined above however you may opt out at any time. The above is a Summary Statement only, and we strongly encourage you to take the time to read the Elevate Physio Balwyn in full.

Exclusion of Liability

The Practice Director and employees of this Practice shall not be liable for, nor shall they accept any responsibility for any injury, loss or damage howsoever sustained by any person or persons arising out of any of the treatments or procedures delivered in this Practice or in any way whatsoever which does not arise from any negligent act or omission of the Practice Director and employees.

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