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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


Proactive Physiotherapy is open for face-to-face visits and group exercise classes.

Your safety is our top priority. We have developed a protocol to ensure that all government recommendations including physical distancing and cleaning are adhered to. We have COVID-safe cleaning procedures in place, we are vetting everyone who comes into the clinic for any symptoms of illness, and we are maintaining social distancing where it is appropriate and possible.

To help minimise any risks, please do not come into the clinic unless you are a patient, parent of a minor who is a patient, or translator or carer for a patient attending the clinic. If you do not wish to come into the clinic, but still require some assistance, please call 40840602 to organise a telehealth appointment.

We look forward to assisting our clients, old and new, in these unusual times and will temper our approach to community safety as the COVID situation fluctuates.

Thank you for your understanding.

Julie Faulks and the entire Proactive Physio team.