FAQ
How are you managing COVID -19 risk?
We always take infection control seriously. We usually change all linen between patients and always follow hand hygiene guidelines. We usually use disposable paper bed and head covers too. However we are now also disinfecting everything patients come into contact with between consults.
Payment related questions:
What is my rebate?
Short answer, depends on your health fund and the level of extras cover you have. We can't find out for you at the moment, but you can ask your health fund (the code for and initial physiotherapy consult is “500” and follow ups are “505”). Or if you have a Medipass account or HiCaps Go App you can input your health fund details and click on our practice and it should tell you how much you will be out of pocket.
How can I get a Medicare plan?
A Medicare plan for physio means that you can have 5 sessions partially funded my Medicare per calendar year. You need to be referred onto this by your GP and you must meet certain criteria (ask your GP). The amount Medicare contributes depends on whether or not you have hit the Medicare threshold or not. We see anything between $55- $98, everything helps! There is no harm in asking your GP about it.
How do I pay?
Face-to-face consults:
We have a Hicaps terminal in Abbotsford, this means we can swipe your health fund card on the spot and then you pay the gap. We do need to physically swipe your health fund card. If you are using HIcaps Go app you do not need your physical card. In Lindfield and Abbotsford we use a mobile square terminal. This means you will pay upfront for your appointment and be provided with a receipt to claim with your health fund.
If you forget your card: We can’t backdate a payment. Otherwise you will need to pay the full amount and use your receipt to claim in person or online with your health fund. Or we have the ability to pay online using Medipass or HiCaps Go app - this means you can use your health fund without your card.
OR if you have a medicare plan you will pay the whole consult fee e.g. $130 short follow up, we then process your medicare rebate on the spot and the rebate is put back into your bank account. This can only be done with a credit/debt card not with cash. If we have your medicare plan documentation we will not need your physical medicare card.
Telehealth Consults:
When you book online for your telehealth consult, we will send through all the relevant information about what you need for telehealth and how to pay. An invoice will be emailed to you for direct debit or we can process payment over the phone. When claiming is made available we will be able to set you up with the HiCaps go app or Medipass that means you can process your health fund claim or medicare at the same time as payment similar to doing it in person.
Cancellation Policy:
As Of October 2022
Dear Valued Patients
We understand that from time to time you may have to cancel and/or reschedule your appointment with us due to unforeseen circumstances. We request that you provide us with an appropriate amount of time (as outlined below) in order to accommodate to these situations.
If you wish to cancel and/or reschedule your appointment please contact us by calling 02 9712 1242.
From October 2022 the following Cancellation Policy will apply:
We require >24 hours’ notice for any cancellation or reschedule if not related to illness.
Illness related cancellations (reschedule) will be accepted on the same day if notified before 8am but no later.
In the case of appointments at and before 8am, we require notice 2 hours prior to your appointment. The phones may not be answered at this time so please leave a message and send a text.
As a general rule we do not accept cancellations (reschedule) via text or email.
Text cancellations (reschedule) are only accepted for Saturday morning appointments (when the phones aren’t answered).
If you fail to provide us with any notice and miss your appointment you will be charged the full cancellation fee regardless of reason for missing your appointment.
We have a cancellation fee of $70.
Cancellation fees will be in effect when appropriate notice has not been given as listed above. Future appointments cannot be made until the cancellation fee is paid in full.
We thank you for your understanding and assistance.
The Facial Physio | Privacy Policy
About this policy
The Facial Physio Pty Ltd ACN 618 324 388 (“us”, “we”, or “our”) recognises the importance of your privacy and respects your right to control how your personal information is collected and used.
We are an APP Entity as defined in the Privacy Act 1988 (Cth) (the “Act”). This privacy policy is aligned with the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) (Privacy Act) and describes the way that we may collect, hold and disclose personal information.
This Privacy Policy applies to our websites www.physio-science.com.au and www.facialphysio.com.au ( the “Sites”) which are operated by us, and to the products and services provided by us.
In this policy
“Personal Information” means any information that may identify you, or by which your identity might be reasonably determined. The information you provide us may include, amongst other things, your name, address, email address, and phone number.
“Sensitive Information” means any information about an individual’s racial or ethnic origin, political opinions, memberships of a political organisation, religious belief or affiliation, philosophical belief, membership of a professional or trade association, membership of a trade union, sexual preference or practices, criminal record or health information.
Collection
To provide our services to you, we may collect Personal Information, such as your contact details, including your name, email address and contact phone number, your business or company name; your payment and billing information, which we use to bill you for the Services and to process your payments, including credit card details. We may also collect details of conversations we have had with you or any other information relevant to us. We may collect a video record of any virtual consultations with you where we provide you with our services.
We may also collect Sensitive Information about you, such as medical reports, referrals, medication, health history and other important health information where you consent, and such information is reasonably necessary to provide our services to you.
We automatically collect through our Sites, information that is often not personally identifiable, such as the website from which visitors came to our Sites, IP address, browser type and other information relating to the device through which they access the Sites. We may combine this information with the Personal Information we have collected about Customers.
Use & Disclosure
Personal and Sensitive Information collected by us will only be used and disclosed for the purpose for which it was collected. This includes maintaining your account and contact details, providing you with our products and services and processing payments. We may disclose your personal information to third parties or contractors who are integral to the provision of our services.
We may from time to time use Personal or Sensitive Information for another purpose where it would be reasonably expected by you or if permitted by the Privacy Act, including to effectuate or enforce a transaction, procuring advice from legal firms, auditors and other consultants.
We may also use and share aggregate or non-personally identifying information about customers for market analysis, research, marketing or other purposes.
We will not disclose, sell, share or trade your Personal or Sensitive Information to any third parties.
We may provide health Information to other medical service providers, such as your general practitioner or specialist medical practitioners. We will only supply this information with your consent, or in circumstances where it is required for the delivery of health services, such as referral to another health service provider, billing and liaising with government offices regarding Medicare entitlements and payments, where it is necessary to prevent or lessen a serious threat to a patient’s life, health or safety, or any other reason permitted by law.
Access & Accuracy
You can access and/or correct information we hold about you at any time by contacting us at info@facialphysio.com.au. We encourage you to contact us to keep your Personal Information up to date.
We will respond to your request to access and/or correct your Personal or Sensitive Information within a reasonable time. We reserve the right to charge an administration fee to cover the costs of responding to your request, for example, where Personal Information is held in storage.
If required by law or where the information may relate to existing or anticipated legal proceedings, we may deny your request for access to your information. We will respond to your request, setting out the reasons for our refusal in writing.
Storage & Security
We will take reasonable steps to protect your Personal and Sensitive Information from misuse, loss, unauthorised access and modification or disclosure. We use commercially reasonable physical, technical and administrative measures to protect Personal Information that we hold, including, where appropriate, password protection, encryption, and SSL to protect our Sites.
Despite taking appropriate measures to protect Personal and Sensitive Information used and collected by us, please be aware that no data security measures can guarantee 100% security all of the time. We cannot guarantee the security of any information transmitted to us via the internet and such transmission is at your risk.
If we no longer require the use of your Personal information, we will take reasonable steps to destroy or permanently de-identify it.
Personal and Sensitive Information may be stored electronically through software and/or third party data centres, which may be located overseas, or in physical storage at our premises or third party secure storage facilities.
You are solely responsible for the maintaining the secrecy of any passwords and other account information pertaining to our Platform, apps or services.
Data breach notification scheme
If we have reason to suspect a data breach has occurred, we will undertake an assessment in accordance with the Notifiable Data Breach Scheme. If we determine there has been an eligible data breach, we will notify you as soon as reasonably practicable.
If the breach relates to the My Health Records Act, we may disclose your Personal Information to the My Health Records System Operator under s 73A of that Act.
Identifiers
An identifier is a unique number assigned to an individual to identify them. Identifiers include Medicare Numbers and Tax File numbers. We will not adopt as our own any identifier of you, or use or disclose an identifier of you which has been assigned by a government agency, unless permitted under the Act.
Career Applications
Employment applications and resumes collected by us are safely and securely stored and only used for the purposes for which they are collected.
Cookies, web beacons and analytics
When you interact with our Sites, we strive to make your experience easy and meaningful. We, or our third-party service providers, may use cookies, web beacons (clear GIFs, web bugs) and similar technologies to track site visitor activity and collect site data. We may combine this data with the Personal Information we have collected from Customers. Examples of information that we may collect include technical information such as your computer’s IP address and your browser type, an information about your visit such as the services and/or products you viewed or searched for, the country you are in, what you clicked on and what links you visited to get to or from our Sites. If we identify you with this information, any use or disclosure of that information will be in accordance with this Privacy Policy.
Third-party websites
At times, our Sites may contain links to other, third-party websites. Any access to and use of such linked websites is not governed by this Privacy Policy, but, instead, is governed by the privacy policies of those third-party websites. We are not responsible for the information practices of such third-party websites.
Marketing emails
We may send you direct marketing emails and information about products and services that we consider may be of interest to you. These communications will only be sent via email and in accordance with applicable marketing laws, such as the Spam Act 2004 (Cth) as you consented to upon registering for our Services. If, at any time, you would like to stop receiving these promotional emails, you may follow the opt-out instructions contained in any such email. Please note that it may take up to 10 business days for us to process opt-out requests. If you opt-out of receiving emails or promotions from us, we still may send you an email about your account, your account or any Services you have requested or received from us, or for other customer service purposes. We do not provide your Personal or Sensitive Information to other organisations for the purposes of direct marketing.
If you receive communications from us that you believe have been sent to you other than in accordance with this Privacy Policy, or in breach of any law, please contact us using the details provided below.
Consent to international transfer
We may transfer your Personal Information to organisations in other countries. Recipients may include our related entities or employees, external service providers such as administration providers or information technology providers such as cloud storage and data processing. We only transfer information where we reasonably believe that the recipient is legally or contractually bound to principles that are substantially similar to the Australian Privacy Principles.
Changes to this policy
We may change this Privacy Policy from time to time. Any updated versions of this Privacy Policy will be posted on our Sites - you should check periodically to review our current Privacy Policy, which is effective as of the effective date listed below. Your continued use of any of our Sites and Services constitutes your acceptance and understanding of the Privacy Policy as in effect at the time of your use. If we make any changes to this Privacy Policy that materially affect our practices with regard to the Personal or Sensitive Information we have previously collected from you, we will endeavour to provide you with notice in advance of such change by highlighting the change on the Sites, or where practical, by emailing Customers. This policy current as of 15.4.19
Complaints and Enquiries
If you have any questions or complaints regarding privacy, or if at any time you believe we may have wrongfully disclosed your Personal Information or breached our privacy policy, please contact us on (08) 7200 7714 or lodge your complaint in writing to:
The Facial Physio
Attn: Privacy Officer
P.O. Box 3583
Wareemba 2046
or at info@facialphysio.com.au
If you are not satisfied with our response you are entitled to contact the Federal Privacy Commissioner, by phoning 1300 363 992 or writing to the Director of Complaints, Office of the Federal Privacy Commissions, GPO Box 5218, Sydney NSW 1042.