We have TELEhealth consultation appointments available so that you can access our expertise online if necessary or, if it’s your preference.

These can be done either via phone or, video conference so we can see your movement and assess you.

We use end to end encrypted software to protect your confidentiality.

Funding for TeleHealth

There are several funding options for TeleHealth consultations

  • Medicare through Chronic Disease Management Plans (CDMP) aka Enhanced Primary Care (EPC) – bulk billing
  • NDIS plans
  • Queensland WorkCover
  • DVA
  • Private Health funds (from 14th April 2020)

Private Health Funds – TeleHealth

Currently, Private Health Funds do not cover TELEhealth consults, but according to advice we have received, many will cover physiotherapy, from 14th April.

31 March 2020 – Finally good news! Several private health funds have agreed to provide benefits for individual (one on one) physiotherapy teleconsultations where:

  • You are undergoing an existing course of treatment and have 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, back or neck pain, tendinopathy)
    • Cardiac rehabilitation
    • Pulmonary rehabilitation, or
    • Pelvic floor muscle training,
  • The service is delivered before 30 September 2020, and
  • The service is undertaken in accordance with Australian Physiotherapy Association guidelines.

What to Expect

How do I access my TeleHealth Consult?

All you need is:

  1. An internet connection,
  2. A device (computer, tablet or mobile phone) and
  3. An up-to-date web browser, preferably Google Chrome or Microsoft Edge

You’re all set!

How does a TeleHealth Consult work?

We use a secure program called Physitrack as our telehealth & exercise prescription platform. This is how we host the consultation, and it is similar to a video call. Using this online video platform, our physios are able to replicate in-clinic treatment and rehab programs, provide assessments using your response to specific questions and observation via video, give comprehensive advice, supervise exercise therapy, and also demonstrate and teach self-treatment techniques.

How do I use Physitrack? 

There is no need to sign up to Physitrack, as we have an account. You will receive an email from us with a link to the session. At time of your appointment, please open PhysiApp on your device or open Physitrack in your browser. The physiotherapist will see that you are online and call you.

Please accept the call by pressing the GREEN button on your screen or click on the “Connect to call” button if on browser.
If it is your first time using the app it will ask you;

“Do you allow Physitrack to use your microphone? Y/N” press yes
“Do you allow Physitrack to use your camera? Y/N” press Yes
The screen will open and you will see your Physiotherapist.

If having difficulty, let admin know and we or the physio will get you connected.

Is Physitrack private and secure?

Phyistrack uses a novel and secure real-time communication standard that is extremely security-aware. Phyistrack also takes additional measures to ensure your privacy and secure your data. Video and audio streams between call participants are encrypted with AES 256-bit encryption. This includes screen sharing. No audio or video is recorded by Physitrack.

Are TeleHealth consults rebatable?

NDIS, Medicare (for those on a Chronic Conditions Plan), Queensland Workcover and Department of Veterans Affairs have all now developed specific codes for Physiotherapy Telehealth appointments, so these appointments will continue to be covered.

For private health fund claiming, some health funds are providing Telehealth rebates for physiotherapy and others are still discussing the matter. Please check with your health fund and express the need for your fund to cover physiotherapy via Telehealth. The Australian Physiotherapy Association is working closely with the government and lobbying the private health funds to provide appropriate care for health fund members who need physiotherapy assistance in a safe home environment.

Further Reading on TeleHealth

Real-time telerehabilitation for the treatment of musculoskeletal conditions is effective and comparable to standard practice: a systematic review and meta-analysis

Speyer R, Denman D, Wilkes-Gillan S, Chen YW, Bogaardt H, Kim JH, Heckathorn DE, Cordier R. (2018). Effects of telehealth by allied health professionals and nurses in rural and remote areas: a systematic review and meta-analysis. Journal of rehabilitation medicine, 50(3), 225-35

Kruse CS, Krowski N, Rodriguez B, Tran L, Vela J, Brooks M. (2017). Telehealth and patient satisfaction: a systematic review and narrative analysis. BMJ open, 7(8).

Our TeleHealth Consultations Gurus

Ceridwen Way

Director & Principal Physiotherapist

Dan Turner

Director & Principal Physiotherapist

Natali Zantvoort

Senior Physiotherapist

Katrina King

Senior Physiotherapist

Luke Skillington


Adeline Green


Kelly Delang

Exercise Physiologist

Our Response to Covid-19

This page is up to date to our best knowledge, however, this is a rapidly evolving situation so we apologise for any potential delay in updating this information.

We want to reassure all our patients that we are following stringent infection control procedures in our clinic, and screen all people coming into the clinic, to exclude any patients that have any signs or symptoms consistent with Covid-19, as well as screening any patients that should be in isolation ie recently returned from overseas, or have been advised to isolate due to recent exposure with a known Covid-19 patient.

All our staff have now completed the Department of Health Covid-19 Infection Control Training.

What are we doing to minimise risk?

  • Screening patients for risk factors over the phone or through text messages before they attend appointments. Those with risk factors or symptoms are advised not to attend & to seek medical advice.
  • Hand sanitiser station at the front of the building must be used before you enter.
  • Following stringent infection control measures within the clinic. This includes
    • Disinfecting all beds, door handles, EFTPOS machine before and after each patient use.
    • Linen changed between each patient and commonly touched surfaces through the practice are cleaned regularly throughout the day.
    • Minimising the distances between clients in the waiting room- some chairs are outside undercover.
  • We have advised our team members not to come to work if they have cold or flu-like symptoms.
  • We are following all Department of Health recommendations for our type of business.

On the 30th March 2020 – the Australian government issued a statement that “People aged over 70, aged over 60 with pre-existing conditions, or Indigenous people aged over 50 should stay home wherever possible for their own protection.”

The decision to come in for physiotherapy treatment really is an individual one – if you feel that your treatment is medically necessary, and are comfortable with the risks of leaving your home and coming to physiotherapy, then rest assured that when you attend our physiotherapy clinic, we are following our strict infection control processes and doing everything we can to minimise your risk whilst in our care. However, we completely understand if you are not comfortable with coming in for treatment.

TELEHealth Consultations

We are offering telehealth consults and home visits (where suitable) for patients who cannot attend our clinic.

Read more about TELEhealth Consultations here.

Staying Healthy

  • Wash your hands often (and for 20 seconds) with soap and water
  • Cough into your elbow or use a tissue to cover your mouth when you cough or sneeze
  • Social distancing practices – Avoiding close contact with others, such as touching, including shaking hands
  • Limit contact with people who are sick, and stay home if you are sick and encourage employees to stay home when sick
  • Get 7-8 hours’ sleep a night to help your immune system stay strong
Please stay safe and take care of each other!

We are monitoring the situation very closely and will make adjustments to our business as we are further informed. Our priority is the health & well being of our patients and our staff. Thanks for your understanding.

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