FAQ

Please have a read through to ensure you are familiar with CBC’s procedures.

Is there a waiting list?

We can generally offer you a consultation within 24 hours. If your usual therapist is unavailable, we will find a spot with one of our other therapists. Otherwise, we can place you on the cancellation list.

Lunch time and after 4:00 pm are our most popular times, however, if you are flexible we can usually accommodate you on the day outside these times.

Popular times may require a more advanced booking.

What are your opening times?

First appointments usually begin at 8.30 am and last appointments usually begin 6:30 pm, however, sometimes earlier or later appointments can be negotiated with your therapist.

Our reception is staffed between 9:00 am and 5:00 pm Monday to Friday and also Saturday mornings. Between these hours is the best time to call to book an appointment, however, please leave a message on our answering machine or email us at [email protected] for a prompt response.

Do I need a referral?

No. You do not need a referral to see us or to claim private health insurance. However, we like to see referrals from your GP if you have consulted them regarding your condition.

If you are making a claim with Comcare or a third party insurer, your letter of authorisation for treatment is required.

How long are appointments?

We offer 30 minute, 45 minute, 60 minute and 90 minute appointments.
Appointments are generally scheduled for 60 minutes. In the majority of cases, this is the most appropriate amount of time. Longer appointments can be arranged for more complex conditions or for multiple injuries.

What should I wear?

Loose fitting or gym type clothing is preferable as it makes hands-on assessment easier, however, work attire will suffice. We have private treatment rooms if you need to change.

You may be required to wear just your underwear for the treatment, depending on the type of treatment your therapist chooses. You will always be draped with a towel or sheet. Your comfort and modesty is a priority and will always be respected.

Do I need to bring X-rays or medical notes with me?

Scans relating to your condition will help us to better understand how we can help you. If you only have the reports from scans, they will also be very helpful. Likewise, for any notes from other therapists or doctors.

If you don’t have anything, just bring yourself!

What can I expect on my first appointment?

See our first appointment page – link.

How many treatments will I need?

Everyone responds differently to treatment. Some injuries or conditions require ongoing maintenance whilst others can be improved in a shorter timeframe.

This depends on the condition or injury we are dealing with and also depends on the amount of external homework (rehab exercises or care) that can be completed between sessions.

We can give you a reasonable idea of how many treatment sessions you will require during your first appointment.

If we believe you will benefit from further treatment outside our scope of practice, we will refer you out.

What are your payment terms?

You are required to pay on the day of your treatment.

If you have an approved claim for a third party insurance or Comcare injury, we will bill your insurance company directly.

We have EFTPOS and HICAPS facilities but do not accept Diners or American Express.

Can I claim through my health fund?

Yes. Most health funds are on our HICAPS system which means you can claim on the spot. If you bring your private health insurance card on the day, you can have the refund paid immediately and will only need to pay the gap payment.

If your health fund is not with HICAPS or you have forgotten your card we can write you a receipt so you can claim at another time.

What happens if I am running late?

We request that you call as soon as possible. We will endeavour to conduct the most appropriate treatment in the remaining time, however, we must respect other clients’ booking times.

Is there a cancellation policy?

Yes. We understand life sometimes gets in the way of keeping an appointment, however, we require at least 24 hours notice of changes to your appointment time, otherwise the following fees apply and you may receive an invoice from us. Our time is as valuable as yours and your missed or rescheduled appointment time can be offered to someone else if we are given enough notice.

  • Cancellation/Rescheduled Appointment 50% of scheduled appointment fee (Less than 24 hours notice of change)
  • No Show / Late Cancel 100% of scheduled appointment fee (Less than 2 hours prior to scheduled appointment time)
  • Third Party Insurance Client Late Cancellation or No Show Payment of the fee shall be the responsibility of the client

Do I get a reminder about my appointment time?

Yes. We offer a courtesy reminder call one day prior to your treatment.

If you prefer an email reminder, please advise and we can organise to do so.

This service is done as a courtesy and while we do our best to remind you of your appointment, there may be occasions where contact cannot be made. Responsibility ultimately lies with you.

Am I likely to be sore after my first treatment?

We attempt to avoid creating extra soreness when treating you, however, there are conditions in which some treatment techniques may produce a little discomfort.

Our therapist will provide recommendations for post-treatment recovery that will shorten any discomfort duration.

Please feel free to discuss any concerns with your therapist.

Do I have to see the same therapist I saw initially?

The clinic offers a diverse range of therapists and modalities. We understand personal preference and work or training schedules that may require you to change therapists. There is no requirement for you to see the same therapist each time you come in.

We ask that you please state your preference at the time of booking.

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