Cancellation Policy
Before Booking An Appointment Please Be Aware Of Our Policies.
We understand that missed appointments can hinder your progress, so we encourage you to attend all scheduled sessions whenever possible.
Giving us at least 48 hours’ notice of any changes allows us to:
- offer the appointment to others in need
- maintain the quality of our service
- effectively manage our resources, including staff wages
To cancel or reschedule, please call us at (03) 8838 2882. If it’s outside of our business hours, leave a voicemail or send a text via our reminder system. We’ll get back to you promptly to rearrange your appointment.
If you need to cancel within 48 hours (e.g if you are ill), we’ll work with you to avoid any fees by offering:
- Flexible Telehealth options
- Rescheduling within 24 hours, subject to availability
However, if you don’t provide 48 hours’ notice or miss the appointment without notifying us, and alternative solutions aren’t feasible, the full appointment fee will be charged.
- Clients who repeatedly miss or reschedule appointments will regretfully be discharged from care as we realise we are unable to fully support you with reaching your health goals.
- The fee is not covered by compensable bodies. Continuation of services will only be possible once outstanding fees are settled.
Practitioner reschedules:
- If a practitioner needs to reschedule an appointment, we will endeavour to give as much notice as possible.
- In the case of Practitioner illness, a short notice reschedule may be unavoidable.
- We will do our best to reschedule client appointments as soon as possible.
Thank you for your co-operation.
Last updated: 16/04/24
Payment Policy
- You agree to be responsible for paying all invoices. If the client is under 18, a parent or legal guardian should fill out the form.
- If you have Private Health Cover, we can bill your health fund directly, so you only need to pay the GAP. Remember to bring your card to each appointment.
- Payment is due on the day of service. We accept HICAPS/EFTPOS for your convenience. For Telehealth sessions, please call us after the appointment, on the day, to pay over the phone.
- A $75 deposit is required to secure initial bookings and strength & conditioning consultations. This can be taken over the phone for your convenience.
- If a payment is rejected, the outstanding amount needs to be settled within 48 hours.
- For clients with WorkSafe or compensation, payment is required upfront. Once paid, we’ll send you an electronic invoice for your records, so you can claim reimbursement.
- Physiotherapy Follow up: $134
- Sports Physiotherapy Follow up: $154
- Consultations are booked for 20 mins (plus 10 mins of non-face-to-face administrative time).
- The administrative time will be completed before and after the session to plan effectively for you and keep compliant medical records.
- Initial consultations: $214
- Strength and Conditioning: $269
- Consultations are booked for 40 mins (plus 20 mins of non-face-to-face administrative time).
- The administrative time will be completed before and after the session to plan effectively for you, keep compliant medical records and provide a plan.
Thank you for your cooperation.
Last updated: 16/04/24
Additional Services Policy
Thank you for choosing our services. We are dedicated to providing you with the best possible care during your consultation.
Please note that the allocated consultation time provides you with:
- Prior session planning
- Delivery of the consult
- Patient notes
Should you require assistance with forms or any additional services beyond the allocated consult time, please book an additional appointment.
No additional paperwork will be completed in practitioners out of hours’ time.
This policy is in place to:
- Safeguard the working hours
- Overall well-being of our practitioners
Your cooperation ensures that we can maintain the highest standards of care during your scheduled sessions.
Last updated: 16/04/24
Privacy Policy
Freedom Sports Medicine needs to gather information about you to provide you with quality care.
This includes details to assess, diagnose, and treat you effectively. If you don’t provide this information, we may not be able to treat you properly. We don’t share your information with overseas recipients.
- We’ll use this information for:
1. Sharing relevant details with other healthcare providers; GPs, specialists or allied health professionals.
2. Sending reminders, offers, and educational material.
3. Registering with national/state/territory systems.
4. Managing accounting, Medicare, and health insurance.
5. Conducting quality assurance and accreditation activities.
6. Reporting diseases as required by law.
7. Disclosing information if required by a court.
- Sometimes, we record consultations/calls for coaching and quality assurance purposes only.
- If you have concerns or want to limit access to your health information, talk to your practitioner or receptionist.
- We follow national Privacy Principles (www.privacy.gov.au) and have a written policy available for your review. This policy covers how we collect, use, disclose, and secure your information. It also explains how you can access and correct your information or lodge a privacy complaint.
- To ensure you receive quality treatment, we may share assessment results and progress with relevant service providers involved in your care, such as doctors, teachers, specialists, insurers, solicitors, or employers.
Last updated: 16/04/24
Client Feedback & Resolution Policy
Freedom Sports Medicine aims to maintain high-quality services and values client feedback as opportunities for improvement. We’re committed to promptly addressing and resolving client needs and concerns, fostering satisfaction and care.
To access our Feedback & Resolution Policy please click the link below:
https://bit.ly/FSMClient_Feedback_Resolution_Policy
Last updated: 16/04/24
Refund Policy for Payment Plans through Zip
Overview
At Freedom Sports Medicine, we strive to provide exceptional physiotherapy services to all our clients. We understand that circumstances may arise where clients may need to discontinue their treatment. Our refund policy is designed to be clear and fair, ensuring a smooth process for all parties involved.
Payment Plans
For clients who choose to utilize a third-party payment plan through Zip, please note that this arrangement is exclusive to Zip and does not involve direct transactions with Freedom Sports Medicine. In the event a client decides to cancel their treatment plan, the refund will be processed by us directly, not through Zip.
Refund Eligibility
1. Full Dropout: Refunds are only applicable if a client decides to fully discontinue their treatment plan. Please note where a client does not complete the recommended treatment plan we cannot guarantee the results.
2. Missed Appointments: Refunds will not be provided on a session-by-session basis for missed appointments.
Notice Period
Clients who wish to discontinue their treatment and request a refund must provide a minimum of one week’s notice. This allows us to manage our schedules effectively and accommodate other clients in need of our services.
Refund Process
1. Notice Submission: Clients must inform Freedom Sports Medicine of their decision to discontinue treatment at least one week in advance (equivalent to 2 sessions in advance notice.)
2. Calculation: The refund amount will be calculated based on the remaining unused sessions, excluding any missed sessions that were not eligible for refunds.
3. Processing: Refunds will be processed directly by Freedom Sports Medicine over the phone, not through Zip. Clients should expect the refund to be completed within 14 business days from the date of confirmation.
Contact Information
For any questions or to initiate a refund request, please contact our administrative team on 8838 2882.
Agreement
By signing up for our services, clients agree to the terms outlined in this refund policy.
Thank you for choosing Freedom Sports Medicine for your physiotherapy needs. We are committed to supporting your journey towards better health and well-being.
Last updated: 18/07/24
