Patient Info & FAQs

Do I need a doctor’s referral? 

Private clients do not need a doctor’s referral to attend Fitwise. However, if you have one that is relevant to your presenting condition, please bring it to your appointment as it may assist your Physiotherapist with their treatment.

If you are a Medicare - Enhanced Primary Care Plan (EPC) holder, TAC, Work Cover or Department of Veterans Affair client a doctor’s referral IS required. Please ensure this is either sent to us prior to your appointment, or paperwork is with you at the time of appointment. For more information about what is required, please contact our rooms.

What to bring:

  • Referral letters and/or reports (if applicable): For private clients, a referral is not required for an appointment at Fitwise, however if you have one that is relevant to your presenting condition, please bring it with you to your appointment.
  • Private health insurance: If you have Physiotherapy as an extra on your private health insurance, all services attended at Fitwise are rebateable. Please bring your health insurance card with you so our admin team can process an on-the-spot claim for you.
  • Enhanced Primary Care Plan (EPC) holders: If your GP has granted you an EPC, please ensure you bring your referral and Medicare card with you to your appointment. For more information about what is required for EPC patients, please contact our rooms.
  • Traffic Accident Commission (TAC), National Disability Insurance Scheme (NDIS) and WorkCover Patients: If you are claiming your services via TAC, NDIS or WorkCover, please ensure you bring your referral, covering letter and claim number with you to your appointment. For more information about what is required for TAC/NDIS/WC, please contact our rooms.

Can I claim my private health insurance rebate at my appointment?

Yes, if you have Physiotherapy as an extra on your private health insurance, all services attended at Fitwise qualify for rebate. If you bring your private health insurance card with you, our admin team can process an on-the-spot claim via our HICAPS terminal, you will then only pay the gap fee.

For class packs: Private health rebates can only be claimed after the service has been received. Therefore, our class packs can only be claimed through your health fund at the completion of each class. After you attend a class, a receipt will be emailed to you which you can then submit to your private health insurance for rebate. We can also provide printed copies.

Please note, the amount paid by your private health insurance is based on your policy, our admin team are unable to advise what the gap fee will be prior to your appointment. To assist you, we can quote the item code numbers for you to then contact your insurer who will be able to advise how much will be covered. You can also find our item codes under our price list here. 

Getting here:

EAST MELBOURNE:

Our practice is located within a medical complex, you are looking for ‘Albert Street Medical Centre’. Enter the automatic doors and take the lift to level 4. The entrance to our practice reception is down the hall, to the left.

If you are driving: The closest intersection is Albert and Lansdowne Streets. Metered parking is available on Albert Street, Lansdowne Street and Victoria Parade (fees apply). Secure undercover parking is available on Albert Street (near Gisborne St) or at St Vincent’s Private / Freemasons Hospitals on Victoria Parade (fees apply).

If you are taking public transport: The closest train station is Parliament Station (Spring and Nicholson St). Trams (12 & 109) run along Victoria Parade to Lansdowne Street. Please ensure you have a valid Myki.

For more information regarding public transport options, please visit: https://www.ptv.vic.gov.au/

ARMADALE:

The entrance to our practice is located on Huntingtower Road. Please look for our street sign which is placed on the corner of High Street and Huntingtower to guide you.

If you are driving: Melways references 59 A7. There is 1- and 2-hour free parking available in surrounding streets, the closest being High Street and Huntingtower Road. Please take note of signs as there are permit and towaway zones nearby. 

If you are taking public transport: A tram ride to High Street Armadale takes approximately 20 minutes from the City The No. 6 Glen Iris tram to High Street Armadale frequently leaves from Swanston Street in the City. Please ensure you have a valid Myki. A train trip to High Street, Armadale takes approximately 10 minutes from the City (Flinders Street and Southern Cross). You can get to Armadale Station on the Frankston, Pakenham or Cranbourne lines. Once you have arrived at Armadale station, the practice is about a 6-8-minute walk. Please ensure you have a valid Myki.

For more information regarding public transport options, please visit: https://www.ptv.vic.gov.au/

Are my Physiotherapy appointments claimable through Medicare?

Unfortunately, for most Physiotherapy appointments, you cannot claim a Medicare rebate. However, under some special circumstances your GP may place you under a special care program (known as an EPC or GPMP). You can then be referred for up to five allied health services each calendar year. It is important to understand that only your GP will decide whether you should be referred for these services.

At each appointment you must still pay the full fee, upfront, for the service and we will submit your Medicare claim electronically for you. Your Medicare rebate will then be deposited directly into your bank account. If you are not setup for electronic Medicare rebates, we can give you a receipt to claim through Medicare manually. Alternatively, click here to visit the myGov website and register. 

It is important to understand that you will still be out of pocket a ‘gap’ amount, which cannot be claimed through your private health insurance.

For further information please click here to see our fee schedule page, or speak to our reception team for more information.

Will I need to complete registration paperwork?

Yes, all new clients are required to fill in a registration form. An electronic copy will be emailed to you when you book your first appointment with us. It will take between 2-4 minutes to complete. Regular clients are required to update their registration form every 8 months which can be done in-practice. For exercise classes, a health and safety screening form must be completed before commencing the class. This will be done over the phone when booking.

What do I wear? 

For appointments, you are welcome to wear whatever you are most comfortable in. For Clinical Pilates-Physio and Exercise classes, workout attire is recommended. Please ensure you bring socks for the reformer machines.

Can I bring my baby/toddler/child to an appointment or class? 

Yes! Children of all ages are more than welcome at Fitwise. We have a play area to help keep children entertained during your session. Baby change facilities are available at both practices. Please note that children always remain the responsibility of their parent/s during your visit.

Are there bathroom facilities?

Yes, we have bathrooms at both practices. We also have a shower facility which clients are welcome to use. If you intend on using this, please bring your own towel and thongs/shower shoes for hygiene.

How long do appointments go for? 

Our consultations range from 20, 40 and 60 minutes. The appointment length depends on the type of appointment you are booked in for. Our reception team will advise the appointment type and length at time of booking, it will also be in your confirmation email.

How long do exercise sessions go for? 

Classes range from 40 to 60 minutes. Please see our class timetables here for more information. If it is your first time attending an exercise session with us, please arrive 10 minutes before the start time to complete paperwork, meet the Physiotherapist and get set up in our exercise studio.

What do I need to bring to class?

You don’t need to bring anything with you. Water is supplied, as are mats and exercise equipment used in the classes. You are welcome to bring your own towel and drink bottle for personal comfort.

How can I cancel or re-schedule my session?

You can cancel and re-schedule by calling our rooms, emailing us or following the cancellation link in your confirmation email. For after hours, we have an answering machine service for you to leave a message. One of our receptionists will contact you shortly after it is received to confirm cancellation or help you re-schedule.

Cancellation/Missed Appointment Policy:

Late cancellations and missed appointments exclude others from receiving treatment. Therefore, we request that if you are unable to make a consultation or class that you let us know as early as possible and at least 24 hours prior to your appointment. We have an answering machine for after hour’s messages.

In the event a late cancellation occurs classes will be invoiced at the full fee. A 50% cancellation fee will be applied to consultations. A missed appointment will be treated in the same way as a late cancellation.

Payment Policy: 

All Fitwise services have an associated charge and we have a ‘pay-on-the-day’ policy. We can process on the spot health fund rebates via our HICAPS terminal. We offer cash, cheque and EFT payment options, including Visa, Mastercards and American Express.

Out of Hours Appointments:

Emergency appointments at Fitwise Physiotherapy, outside of our usual operating hours, will attract a 50% surcharge.