Frequently Asked Questions
Your appointment
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Our appointment duration are as follows:
Initial consultation: 45 minutes
Standard consultation: 30 minutes
Telehealth consultation: 30 minutes
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We recommend that you attend your appointment in loose clothing that can easily expose the specific body part, e.g. shorts for knees, tank-tops for shoulders. You can also bring them along with you and get changed at our facility. Whilst we do love the slim-fit look, it does get in the way when we’re trying to assess you!
If you have any relevant documents, such as referral letters, reports, scans/test results, please bring them along to your appointment.
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Each person’s condition and circumstances vary considerably. Generally, this usually depends on factors such as:
How long have you had the problem?
How severe are your symptoms?
What are your goals?
You might decide to attend one or two sessions for some specific exercises to do at home, and to receive general management advice.
On the other hand, if there is a specific goal or event you are working towards, it would require a different approach and planning.
If you are receiving treatment post-operatively or for a condition that has been present for some time, you will benefit from guidance and structure over a longer period of time to reach full rehabilitation.
We consider many factors when discussing your treatment plan with you, and aim to provide a plan that helps you to achieve your goals. At Sterling, we will always be honest and transparent with our recommendations, and what we think you would benefit from.
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Absolutely! You will be given an exercise program in an email, which also includes a link to video demonstrations of each exercise. The program is optimised to be mobile-friendly, so it’s right there wherever you go. As you make further progress, we will update your list of exercises real-time, saving you the hassle of remembering and collecting them all.
General
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You don’t need a referral before coming to us. Simply use our online booking system, or contact us to arrange an appointment that suits your schedule.
If you are referred by your GP or consultant, please bring along any letters, results, paperwork to your appointment, and we will take care of the rest. In some cases, your GP/consultant may have already sent them over to us!
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Generally we would recommend assessing your injury as soon as possible. For acute injuries (e.g. less than 24 hours), we are more than happy for a quick chat over the phone - free of charge - to determine whether there is a better course of action (e.g. visiting the hospital). If you have recently had surgery, ask your consultant when it would be best to start your physiotherapy.
If you are still unsure please contact us and we can discuss your specific circumstances.
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Certainly! Our physiotherapists are trained to assess and treat people of all ages. However, if your child is under the age of 5, we suggest that you seek the advice of a specialist paediatric physiotherapist first. This is simply because we know some of our colleagues are experts of that age group, and will be able to give the most relevant advice.
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Yes, it does. There is an increasing amount of research evidence on the effectiveness of online physiotherapy sessions. It also supports the importance and long-term benefits of active rehabilitation (e.g. following through a guided exercise program), and our role in empowering you to do so.
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Unfortunately, we are not yet at the stage to provide home-visit physiotherapy services.
Fees & Billing
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Our fees are as follows:
Initial consultation: $146
Standard consultation: $115
Telehealth consultation: $105
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A $65 deposit is required at the time of booking to confirm your appointment. For cancellations with less than 24 hours’ notice or appointment rescheduling with less than 24 hours’ notice, the deposit will be charged as an administration fee.
For telehealth appointments, we require full payment prior to the appointment.
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Sterling Physiotherapy is a cashless premise. We accept EFTPOS and credit card payments. For Telehealth consultations, payment is required at the time of booking.
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If you are referred by a doctor under the Medicare care plan, you can get a rebate up to 5 visits a year. Currently Medicare covers $61.80 for your physiotherapy sessions. A gap payment is required as per the following:
Initial assessment: $85.2 gap fee
Standard consultation: $53.2 gap fee
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Yes you can! The majority of private health funds offer rebates for physiotherapy appointments, including Telehealth sessions. Depending on your insurance policy, your rebate may be applied directly at the time of payment (in-person appointments).
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For Telehealth sessions, payment is required before the appointment commences. You will then receive a receipt with all the information you need to claim the rebate with your private health insurer.
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Please bring along your claim number and claim APPROVAL to your initial consultation. This is essential for us to invoice the insurer or TAC directly. If we have not received this information on the day of the consultation, you will be responsible for the initial consultation fee.
Should the insurer or TAC dispute or refuse to pay for services provided, the patient is responsible for payment in full of any outstanding charges within 7 days of request. Proof of treatment and a copy of the receipt will be provided to the patient for use as evidence in a claim for reimbursement.
Other
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There are designated parking spaces available on site.
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We know what it’s like to injure yourself while climbing. That’s why we can help you recover with climbing-specific treatment. You can get 10% off on appointments with Sterling Physiotherapy if you have a bouldering gym membership in Victoria. Find out more about our climbing physio offer.