When you call
When you telephone to make an appointment please let the receptionist know:
- If you have been referred to a specific practitioner and the name of that practitioner.
- Who referred you to our practice? The name of the medical/non-medical referral source.
- If your injury or condition is treated under a current claim, such as:
- Veterans’ Affairs or
- Any special requirements you are comfortable discussing over the phone so our staff can inform the practitioner prior to your consultation. However, you may prefer to only address any special needs when filling in the relevant section of the registration form.
Please arrive 10 minutes before your first consultation to allow sufficient time for registration.
On your first visit we will take down your history. Knowing all the details of your condition helps us to plan the physical examination, diagnosis, clinical decision making, treatment selection, education and prevention strategies.
An important aspect of patient registration is the completion of the Needs Analysis on the patient registration form. This informs the practitioner of your preferences, special needs and past experiences with therapy. This information allows MPPFG to provide the level of service you desire.
If you prefer you can download the patient registration form, fill it in and bring it with you.
Insurance & Compensation
Private health fund
All private health funds give members the option of physiotherapy cover. If your policy includes physiotherapy cover, please bring your private health insurance Hicaps card to claim your rebate directly from our reception desk.
If you are unsure of your rebate amount, please contact your health fund.
Medicare & Enhanced Primary Care
If you have a chronic problem you can qualify for Medicare benefits under the ‘Enhanced Primary Care’ program. Under this program, you can receive approximately $52.95 per session back from Medicare for 5 visits per calendar year. However, to qualify for these benefits you must obtain a referral from your doctor who needs to complete an EPC care plan.
TAC changed their medical-excess structure as of February 14th 2018. If your accident occurred on or after this date then there are no excess payments required by you.
MPPFG no longer requires TAC Patients to pay a Gap Fee for services including Physiotherapy, Pilates-Informed exercise, Exercise Physiology, Strength and Conditioning and Dietetics. To be eligible Patients need to have an active TAC Claim and TAC Claim Number.
This means that if your accident occurred on or after February 14th 2018 there are no out of pocket costs for your treatment.
If your accident occurred prior to February 14th 2018 please check here to see if you are required to pay a medical-excess.
WorkSafe fee schedules have been severely out of step with the fee structures of quality Victorian Private Practitioners for over 20 years.
The fee schedule of these authorities does not match the costs involved in running a quality practice. Although MPPFG tried for many years to work within the fee schedules dictated to the profession by these authorities it was not possible to continue to offer the scope of facilities, state of the art technologies and experienced professional staff at these significantly lower fees.
MPPFG has found it necessary to implement a ‘Gap Fee’ policy to help bridge the difference between MPPFG’s fee schedule and the amount MPPFG is reimbursed by these authorities.
MPPFG only requests approximately 50% (NOT 100%) of the gap in fee schedules.
What to bring
Referrals, X-Rays & Scans
Please bring all relevant GP/specialist referrals, x-rays and scans to your initial consultation. Our practitioners can proceed without them but the more information they have about your injury or condition, the better.
If you do not have the reports of your scans or x-rays please ask your GP, specialist or radiology centre to fax or email them to our reception desk prior to arrival. This avoids any wasted time at the clinic in chasing up your reports.
You should also bring any documentation related to your WorkSafe, TAC, Veterans’ Affairs or ComCare claim. This should show your claim is current and has been accepted by those authorities.
Other items that help us to work with you include:
- Braces or aids that you are using or have used in the past
- Current exercise or gym programs or ones you have used in the past
- Any other items relevant to your injury or condition
What to wear
Please dress appropriately for your consultation.
If you are not comfortable being examined in your underwear please bring some loose-fitting clothing. If you have forgotten clothing suitable for examination we can offer you shorts to change into if that makes you more comfortable.
Privacy, Modesty and Special Needs
At MPPFG your individual needs for privacy modesty and special needs are respected across gender, cultural, religious and special requirements.
We ask that you let us know any special requirements or sensitivities before we commence our consultation. Make sure you fill out our “Needs Analysis” section on page 2 of your Patient Registration form.
Our practitioners abide by the appropriate ethical standards and codes of conduct but, over more than 30 years in practice, we have observed the possibility for misunderstanding of physical examination and treatment procedures.
Please be aware that practitioners will ask you to unrobe for a physical examination and the performance of tests involving range of motion tests, strength tests, reflex testing, palpation of bony landmarks for alignment tests and so on. So please dress appropriately for your consultation.
MPPFG has private and open-plan treatment areas. Consultations requiring privacy will be done in private consulting rooms. Where the condition is an upper/lower limb condition, that does not require the same level of privacy, you may be assessed in our curtained cubicle area/Rehabilitation Gym. If you have any concerns regarding our standard protocols please discuss this with us.
Preparation for real-time ultrasound
A real-time ultrasound (RTUS) assessment requires us to place a soundhead on the abdominal wall. For this to be best achieved it is important that you wear loose fitting clothes with access to the skin of your abdomen. Further to this, when assessing the pelvic floor it is important that you have a full bladder. It is recommended that you drink 500ml of water 30-60 minutes before your assessment and do not use the bathroom. This will allow for a more efficient assessment.
Running on time (us and you)
Therapists at MPPFG aim to run on time for appointments. We know your time is important. However, we can occasionally run slightly over time in our effort to provide quality treatment, unscheduled telephone calls and other late-arriving patients. We are aware of this and kindly request your patience in these instances.
To help us continue to run smoothly, we also politely request your timely arrival. If you are running late, a phone call to inform us would be appreciated.
If you have tightly scheduled appointments elsewhere following your consultation, please provide MPPFG with as much advanced notice as possible so that we can plan your care to provide you with a timely exit.
Please allow enough time for parking, tram delays, being organised with x-rays and documentation and filling out registration forms. This will assist us in providing the best service possible to all our patients. Thank you in advance.
Your practitioner will conduct routine and specialised testing procedures to obtain an overview of the dysfunction caused by your injury/condition . This will involve measurements of your capacities, pain levels and integrity of the region being assessed.
In order to perform the physical examination you will be required to expose the area for the exam. Please dress appropriately for the region(s) to be examined. Shorts will be offered to you if you do not wish to be examined in your underwear. It is difficult to examine some areas using gowns. The use of gowns is not a feature of the examination process at MPPFG.
Be assured that all efforts will be made to conduct the physical examination in a manner which satisfies your requirements for comfort and modesty. If this is a concern for you, please alert our receptionist. He/she can discuss this with you and pass on relevant special requirement to your attending practitioner ahead of your consultation.
The purpose of history taking and the physical examination is to provide an accurate diagnosis of your injury/condition and its underlying causes.
Where examination procedures are limited by pain and other acute symptoms a working diagnosis will be provided to you. Ongoing assessment procedures will be used by your therapist to confirm the diagnosis in subsequent sessions.
Please note, sometimes the time taken to fulfill your expectations of having your diagnosis explained to you and the volley of question-and-answers that arise from this, can reduce the time left in a consultation to actually complete the hands-on treatment process. There will be other subsequent consultations where this can be discussed in further detail.
If we have not met your expectations on this aspect of your care, or if you would prefer a ‘talking consultation’ to satisfy the detail you need to understand your condition, your practitioner will be happy to adjust the content of the initial or subsequent consultations to satisfy your requirements in this realm.
MPPFG is committed to ongoing development of a range of education tools e.g. printed material, digital resources, anatomical models etc. to assist your understanding of your diagnosis.
Please read our section on Difficult & Stubborn Conditions for more information on difficult diagnoses, complex conditions and second opinions.
Proposed Treatment Plan
Your practitioner will advise you of the treatment plan that will best suit your injury/condition, what this will involve and the options that are available to you. Treatment will proceed with your participation in the clinical decision making process and your informed consent.
The proposed treatment plan may involve any one, or a combination of, our various treatment types, introduced at various stages of your recovery cycle.
We like to be made aware of any goals or expectations you have regarding your treatment and rehabilitation as well as any pending sporting, physical challenges, activity aspirations or deadlines you have set yourself.
- Postural Correction
- Ergonomic Advice/adjustments To Workstation/work Practices
- Physical Treatments
- Exercise Prescription/home-based Exercise Programs
- Referral – If appropriate – to specialised diagnostic and/or Treatment Services
After Your Consultation
We ask that you settle your account on the day of consultation. MPPFG has Eftpos and Hicaps facilities. Please remember to bring your Hicaps/private health insurance card so you can claim your health insurance rebate at the time of service.
Melbourne Physiotherapy Pilates + Fitness Group has a 48 hour cancellation policy and in some cases, may charge patients a cancellation fee of $51 in the event that a cancellation is made outside of this timeframe, or a patient fails to attend an appointment without any notification.
There are some circumstances where Melbourne Physiotherapy Pilates + Fitness Group are unlikely to charge a cancellation fee such as circumstances outside of your control (eg. a sudden onset of illness; a family emergency; a work emergency, etc.). If you feel you have been unfairly issued a cancellation fee, please contact management by emailing firstname.lastname@example.org and attention your email to management.
Why does MPPFG charge a cancellation fee?
There are several reasons that MPPFG has opted to charge a cancellation fee including :
- To help foster a commitment to treatment from patients
- To ensure other patients on a waiting list have time to utilise gaps in the schedule
- To protect therapist wages
How can I pay for a cancellation fee?
You can pay for a cancellation fee in person at our reception desk or over the phone via credit or debit card by calling 03 9534 0611
I am experiencing financial hardship, can I go on a payment plan?
Please contact our management team and we can discuss possible arrangements
Communication to Medical Referral Source
MPPFG will send your referring GP/Medical Specialist a report after you have been assessed and your treatment program has progressed.
We also prepare progress reports for your GP/Medical Specialist review visits. Please let us know if you require such a report at least 10 days before your review appointment.
Feedback & Customer Satisfaction
MPPFG strives to maintain a consistently high level of care for our patients. We use your thoughts and feedback to sustain and improve our services.