FAQ | My Body Lab

Private Health Funds If you have a private health fund with extras, we can make an online claim for you through Tyro Health. Tyro Health will seek your confirmation the appointment has occurred before it requests payments and makes a claim. There will most likely be a gap payment due. It is best to refer to your Private Health Fund to determine what your gap payment will be.

National Disability Insurance Scheme (NDIS) Yes we love to work with NDIS Participants. We are not an NDIS registered service provider and thus can only see Plan Managed and Self-Managed NDIS Participants. Please let us know when booking if you are an NDIS participant.

Medicare

My Body Lab accepts Chronic Disease Management plans written by your doctor (also known as EPC) which entitles you to a subsidy by Medicare for up to five physiotherapy visits per year. The client is responsible for the full fee on the day and the care plan can be used to cover a portion of the fee. We use Tyro Health to make online claims through Medicare.

Third Party We are happy to treat clients covered by a third party such as Motor Vehicle Accidents Compensation Commission (MACC). Please notify us if you intend to fund your appointment fees through a third party, so we can gather the appropriate details before your initial assessment.

Self-Funded We also see patients who are self-funded. We accept cash, online payments or bank transfers. We do not accept American Express.

You are in control of your body and know what you feel comfortable with. Your session will be guided by you. The Physiotherapist will explain to you what they intend to do beforehand. If you do not feel comfortable with any part of the session, please advise you Physiotherapist and they can talk with you regarding alternative options. We respect each individual’s autonomy.

We may need to see specific parts of your body to complete a thorough assessment, but this can usually be done by adjusting your clothing. It is best to wear comfortable clothing that you can move in.

CANCELLATION POLICY

My Body Lab requires at least 24 hours' advanced notice for all appointment cancellations. Should you need to cancel an appointment, please ring or text our phone number. If we do not receive notice of your appointment cancellation at least 24 hours before your appointment, a 50% cancellation fee will be charged.

If we receive notice of your cancellation fewer than 4 business hours before your scheduled appointment time, or you fail to attend your scheduled appointment, or we arrive at your home a cancellation fee equivalent to the full fee of your appointment will be charged. If we arrive at your home for outreach appointments travel will also be charged.

We will offer your appointment time to patients on our waiting list and should we fill the appointment slot, the cancellation fee may be waived.

My Body Lab understands that in some instances earlier notice is unable to be given and is understanding of this. Please call or text as soon as you realise you will not be able to attend your appointment.

DISPUTES COMPLAINTS FEEDBACK POLICY

Participant’s/client’s/legal guardians have the right to raise a grievance/complaint and provide feedback/compliments and to have these resolved or responded to in a timely manner.

My Body Lab would encourage the participant/client/legal guardians to provide their grievance/complaint or feedback/compliment directly to Jade Phillips verbally or via email jade@mybodylab.com.au. My Body Lab will then collaborate with the participant/client/legal guardian to seek a mutually agreed upon resolution.

If the participant/client/legal guardian does not feel a suitable resolution has been met or they do not feel comfortable approaching My Body Lab in the first instance they can contact the following:

NDIS Commission directly on 1800 800 110 or via www.ndis.gov.au or in person at Level 2, 22 Harry Chan Ave DARWIN NT 0800.

Health and Community Services Complaints Commission on 1800 004 474 or via www.hcscc@nt.gov.au or in person at Level 5, NT House 22 Mitchell St Darwin 0800.

PRIVACY POLICY

As part of providing physiotherapy services to you, it is necessary to collect and record personal details, contact information and information from you that is relevant to your current situation. Purpose of collecting and holding information The information is gathered as part of the assessment, diagnosis and treatment of your condition and stored securely. Information is retained in order to document what happens during sessions and enables the physiotherapist to provide a relevant and informed therapy. Access to Client Information You are entitled to apply to access information about you kept on file, unless the relevant legislation provides otherwise. Confidentiality All personal information gathered by the physiotherapist during the provision of the therapy will remain confidential and secure except where: 1. The information you have given to your physiotherapist is subpoenaed by a court of law. 2. Failure to disclose the information would place you or another person at serious risk of harm. 3. Your prior approval has been obtained to a) provide a written report to another professional or agency; or b) discuss the material with another person Exchange of Client Information There may be times where, as part of the assessment and therapy process, it may be helpful for your Physiotherapist to liaise with other people or agencies that are relevant to your therapy goals (eg., Medical Officer, Specialist, health care team etc.). Please notify your physiotherapist if you do not wish for this to occur.

Frequently Asked Questions

Do I need a referral from a GP?

What forms of payment do you accept?

How much will it cost to see a Physiotherapist?

What are your opening hours?

What should I wear to my appointment? I am not comfortable taking my clothes off.

What happens if I miss or need to cancel my appointment?

What happens if I wish to provide feedback or make a complaint?

How do you manage my personal information?