Our friendly Reception team or Physio team will be there to greet you on arriving at the SquareOne. We will ask you to fill in an online New Patient details form prior to the appointment or on a hard copy form before taking you through to one of our private treatment rooms.

After discussing your history and problem/s with your Physiotherapist, they will then usually get you to perform some movements and carry out some tests to help diagnose your injury. However, your Physiotherapist will adapt the assessment based on your pain levels and movement ability to ensure your comfort.

The first consultation will also include treatment to get you started straight away on the path to recovery. This is often in the form of hands-on treatment and you may also be instructed in some exercises to carry out at home.

It is important to us that you fully understand your condition so we will provide as much education as possible throughout your consultation. We will often send you accompanying videos or photos you can follow at home.

Please arrive a few minutes early to provide any relevant paperwork to reception and complete your new patient form, if not done prior.

Please bring along any doctor’s referral letters, scan (MRI/CT/ultrasound) or x-ray results you have. Additionally please bring your payment and private health insurance.

Please wear appropriate clothing, such as loose attire or active wear, to expose the area requiring treatment. We have shorts and gowns to borrow if required.

Please bring your private health insurance card so you can claim for your treatment on the spot. We cannot store your health insurance card due to privacy regulations. We can always provide invoices for you to claim at home if preferred or you do not have your card.

Massage is an excellent way to relieve tired and sore muscles or even just relax. Many of our busy patients utilize this great service including our local athletes (and the SquareOne team themselves!)

If you have an ongoing issue or are yet to understand the cause of your pain then it’s time to see a Physiotherapist. A Physiotherapist will assess your injured or painful area, present you with a provisional diagnosis and let you know how to resolve it. Massage may also be a recommended part of your physiotherapy journey, along with anything else that will lead to a resolution of your symptoms.

Payment is required at the time of your appointment. We accept cash, cheques, EFTPOS, online invoices and credit card payments (including AMEX).

You can claim your private health insurance refund on the spot using HICAPS, and only pay “the gap”. NB: You must bring along your membership card. For privacy and security, we do not store health fund cards.

Medicare partial rebates are available through Doctor Referrals. This is known as the Government’s Chronic Disease Management scheme (formerly Enhanced Primary Care or EPC), please talk to your GP to see if you qualify. NB: You must bring along your Doctor Referrals and Medicare card to your first appointment.

Late cancellations and missed appointments exclude other patients from receiving treatment. Therefore, we request that if you are unable to make a consultation you contact us as soon as possible to avoid a fee. We have a strict 24 hour cancellation policy for our classes that involve a full session fee.

Please contact us as early as possible to avoid these charges.Our reception team is available to discuss cancellations during opening hours. We have an answering machine and email for after hour’s messages.

There is a huge variance between health funds and level of cover so it is best to ask your health fund directly to understand what your level of cover provides. We can however provide you with an estimate for an appointment via HICAPS if you present your card at one of our clinics.

Are telehealth consultations covered by private health funds?
Telehealth consults are covered for DVA, EPC and workcover.

Private health funds will cover telehealth consults from 12th April 2025, with the following criteria:

• The customer is undergoing an existing course of treatment and the customer has seen the physiotherapist over the past six months, or
• For new patients, the tele-physiotherapy service has been recommended by their general practitioner or relevant medical specialist, and
• The primary condition being treated is one of:
• Post orthopaedic surgery rehabilitation (e.g. Total hip or knee replacement)
• Chronic musculoskeletal condition (e.g. osteoarthritis)
• Cardiac rehabilitation
• Pulmonary rehabilitation, or
• pelvic floor muscle training

If you have a chronic condition or illness, you may be eligible for a Medicare rebate for your physiotherapy treatment. Under the Government’s Chronic Disease Management scheme (formerly Enhanced Primary Care or EPC), certain individuals are entitled to a Medicare rebate for a total of five allied health provider visits each calendar year. Physiotherapy is among the services included in this scheme.

You will need to see your GP to see if you are eligible for this rebate process.