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Frequently Asked Questions

Cairns Physio FAQs


Do I need a referral to see a physiotherapist?
No, private practice physiotherapy does not require a referral, just a personal choice to improve your quality of life.

Do I need to make an appointment?
It is unlikely that anyone will be available to see you if you just turn up. It is always best contact us first to make an appointment.

Is physiotherapy covered under Medicare?
Medicare only covers those with complex conditions or chronic conditions who are on a primary care plan with their doctor. You may be eligible for up to 5 Medicare funded treatments, however there still may be a small gap to pay.

How much does my private health fund rebate?
If you have private health cover with extras, some of your treatment will be rebateable. This amount varies from fund to fund. Contact your health fund to find out about your rebate.

What if there’s a third party involved, like an insurance company for example?
We accept payment from Work cover, Veterans Affairs, Comcare and Medicare. For each of these you need to have a doctor’s referral. Medicare only covers those with complex conditions or chronic conditions who are on a primary care plan with their doctor. If you are seeking payment through an insurance company we need to liaise directly with the insurance company (not your solicitor) before we commence treatment.

What is HICAPS?
Hicaps is a machine that allows us to make a direct claim to your health fund so that you only need to pay the gap.

What if I’m running late?
Please note that if you are more than 10 minutes late for your appointment you may not be able to be seen or may be asked to accept a shorter treatment. This is so other clients who are on time will not be kept waiting.

I need to cancel my appointment – what do I do?
We are happy to move or reschedule your appointment where possible, however please note that we do require at least 4 hours notice if you cancel an appointment, otherwise a cancellation fee of $40 will apply. Your consideration with this also helps us to plan our staffing levels and avoid turning other clients away

COVID 19 & Telehealth Notice

At Proactive Physiotherapy we recognise that people still injure themselves, and are in pain, so we are still open for face-to-face consultations for the time being, In the interests of everybody's health we are trying to minimise these face to face treatments, so if your condition can be helped without face to face treatment we will offer you telehealth or phone consults.

For your safety, we have reduced physiotherapists hours to allow us to have only two physiotherapists and one receptionist in the clinic at any one time. We use screening questionnaires for everyone attending the clinic and have strict sanitising procedures in place.

For anyone that doesn't want to come into the clinic, our telehealth service, “Physio By Video” is up and running. Anybody who is interested in this service should contact us by email: physio@proactivephysio.com.au, or by phone on 40536222 and a physiotherapist can discuss how this works.

Reception will be attended between 830am and 5pm and Monday to Thursday and 830am to midday on Friday, or you can leave us a voice message at other times.

Thank you for your understanding. We wish you all safety and good health in the coming days and weeks.

Julie Faulks and the entire Proactive Physio team.