FAQ

At NE Life, our physiotherapists genuinely care about your health, and will always perform a thorough assessment and give you an accurate clinical diagnosis for your problem. Treatment will be evidence-based and in most cases will include manual therapy with a specific exercise program. Education on your condition and how to best manage it is an important element of your treatment.

AVAILABLE AT ALL SITES:
Benalla, Wangaratta, and Yarrawonga provide expert physiotherapy services for:

EPC (Enhanced Primary Care entitlements as referred by your GP)

AT SOME SITES we offer the following services:

Aquatic Physiotherapy:

• Benalla
• Wangaratta

Strength and balance circuit exercise classes:

• Wangaratta
• Yarrawonga
• Benalla

Yes. You will need to book an available appointment time to see one of our physiotherapists. Where possible every effort will be made to accommodate your preferred time and preferred physiotherapist.

Longer consultation times are available (at a higher fee), so please ask our receptionists if you require some extra time.

Please ring the site nearest to you for a Physiotherapy or Clinical Pilates appointment:
Wangaratta – 03 5722 1424
Benalla – 03 5762 6866
Yarrawonga – 03 5743 1142

No. Physiotherapists are primary health practitioners so private patients do not need a referral to see us.

Yes, if you chose to have ancillary physiotherapy cover. Most ancillary private health funds pay a rebate for each physiotherapy session. This will depend on the level of insurance cover that you choose to have. Usually, the rebate will be between 40-60% of the full service fee.

The electronic claim (HICAPS) system is available at each site, which allows you to claim your private health insurance rebate on-the-spot, at the time of your consultation. You will need your health insurance card to do this. Most private health insurance funds can be claimed on the day of service using our HICAPS system. If not, a receipt will provided after payment to allow you to make the claim yourself.

Everybody is free to choose the physiotherapist of their choice. Our physiotherapists have a strong professional relationship with most of the referring doctors and specialists. Simply bring the referral in with you to your first session and we will let the referring doctor know that you have commenced treatment with us.

All of our physiotherapists work under a model of ‘collaborative goal setting’ with the patient. Your thoughts and concerns are actively sought from the initial consultation and will form part of the treatment plan. Also, physiotherapists in this practice may be contacted during normal clinic hours via telephone. If the physiotherapist is with another patient, a message will be taken and the reception staff will inform the physiotherapist that you have called. The physiotherapist will then return your call as soon as possible.

Yes, most definitely. Your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of our staff. We abide by the National Privacy Principles of the Federal Privacy Act. Our full Privacy Policy is available on request at the reception desk.

Your Informed Consent is important to us. Physiotherapists in this practice will give you sufficient information to enable you to make informed decisions about your health care. This will include the relative benefits and any risks of a proposed treatment program. You are encouraged to ask questions to help your understanding. You have the right to refuse a proposed physiotherapy intervention as well as discuss alternatives to the proposed treatment. You are welcome to request a second opinion from another physiotherapist in this practice or outside this practice.

Feedback and Suggestions…..
We welcome feedback or suggestions which you think may help us to improve our practice. Please feel free to talk to the reception staff or your physiotherapist or ask for our client feedback form.
If you have a problem we would like to hear about it. We take your concerns, suggestions and complaints seriously and these will be investigated by our Practice Manager.

Not at all! We are able to offer personalised programmes to suit a wide range of non-injury related needs, such as clinical pilates for fitness or postural correction, pre & post-natal exercise and pre-season sports and conditioning and injury prevention programmes.

Please wear non-restrictive comfortable clothing to your appointment. For safety and hygiene reasons we require all clients to wear socks when using our Clinical Pilates equipment.

Please bring any scans, x-rays, referral letters or reports relevant to your injury to your appointment as this will assist your physiotherapist in assessing your condition.
Please bring your private health insurance card if you wish to claim your on the spot rebate through HICAPS, otherwise we can issue you with a receipt for your full payment to submit to your insurer.

Yes. If you wish to change or cancel an appointment, please call our clinic 24 hours prior to your appointment otherwise a fee may be charged.

Yes. We have extensive experience and success in treating both Workcover and TAC clients. When booking your appointment please inform our receptionist of your intention to claim, and provide your claim number, date of injury, and the relevant employer/insurer details including contact name, address and telephone number. For more information about establishing a claim, seeking treatment or reimbursement for treatment expenses please refer to the relevant TAC or WorkSafe websites.