Movement Essentials Client Policies

In our practice, we do not refuse access to care based on age, gender, race, disability, Aboriginality, beliefs, ethnicity, sexual preference or health status. Clients have the right to know the qualifications of their treating health professional, see the Physiotherapist of their choice, refuse intervention, seek further opinion, provide feedback or make a complaint. Movement Essentials has the right to refuse to provide a service, where there are reasonable and non-discriminatory reasons for doing so. These include when a client has behaved in a threatening or violent manner, or there has been some other cause for a significant breakdown of the client-practitioner relationship.

Your Physiotherapist will discuss any possible risks and the benefits prior to proceeding with any treatment option. This is to assist you in making informed and appropriate decisions. You have the right to refuse or consent to any treatment options proposed to you. Once consent is given, you can also withdraw it at any time. You are encouraged to ask questions at any time. It is your responsibility to provide the physiotherapist with any relevant information that may impact on the level of associated risks with your treatment options.

To assist with your essential and high quality care, Movement Essentials is required to collect some personal and medical information from you. From time to time, Movement Essentials may also need to exchange your information with your doctors, medical specialists and other clinical treatment providers. Your information will also be used by us for administrative purposes, billing and within this company. In the case of a Workers Compensation, CTP or other insurance claim, it may be necessary to collect and/or disclose information to such associated third parties. Electronic details are stored via PowerDiary – our online practice management system. This system as fully encrypted systems with data stored on Australian shores and adheres to Australian electronic data storage laws. Movement Essentials privacy, and data storage polices are available for viewing and copy on request.

Movement Essentials always provides allocated appointment times with the physiotherapist to ensure the provision of high-quality care, at all times. Therefore, clients running late should call the clinic and inform Movement Essentials as soon as possible. Any late arrivals will result in reduction of consultation time. Arrivals of more than 10 minutes will require re-scheduling. Consecutive late arrivals that require re-scheduling, or more than 2 sessions, will result in a re-scheduling fee equivalent to the consultation fee of the last re-scheduled appointment. For non-attendance without notice of at least 3 business hours, you will incur a 50% cancellation fee. Any cancellations provided at least 3 business hours prior to your appointment time, will be at no charge. I understand that cancellation fees cannot be charged to my Health Fund, as the service was not rendered.

Payments for services will be paid at the current rate of service on the same day of service. If treatment is related to Workers Compensation, CTP Third Party Insurance, or treatment services are cover by other third parties, your billing information will be released to these parties. It is the responsibility of the client to cover any outstanding accounts, should the claim be declined/not paid by the third party for any reason. For Chronic Care Plans (EPC), payments for all sessions are required in full, at Movement Essentials current fee schedule. Medicare may provide a potential rebate on any payment. Rebates can be processed on the spot on your behalf, by Movement Essentials. Cancellation fees (as per policy above) cannot be billed to third parties, and are billed directly to me in any instance

With Movement Essentials valuable prices, if you are enrolled as a ‘pay per term’ client, there are no refunds/roll over of sessions paid, should you miss a session without adequate notice. If however you inform us that you cannot attend your program, at least 90 minutes prior to your start time, we will endeavour to organise you a ‘make up’ session. Make up sessions can only be claimed within the following policy –

    with notice of non attendance at least 90 minutes prior to session start time

    within a 2 week period of the affected session

    within the same term of the affected session

    in an available vacancy in any of our scheduled session

    not in any school holiday session/program

Please note, no make up classes are available for holiday Pilates classes.

If you have pre-paid classes, there are no refunds/roll over of sessions paid, should you miss a session without adequate notice. If however, you inform us that you cannot attend your program, at least 90 minutes prior to your start time, we will endeavour to organise you a ‘make up’ session. 
Make up sessions can only be claimed within the following policy – 
– with notice of non-attendance at least 90 minutes prior to session start time
– within a 2 week period of the affected session
– within the same term of the affected session,
– in an available vacancy in any of our scheduled session. 
Please contact the Movement Essentials team to organise your make up session. Changes to session bookings can also my managed by yourself via the client portal, as long as changes are made at least 3 hours prior to the commencement of your session start time.

Payments for services will be paid at the current rate of service on the same day of service. If services provided is related to Workers Compensation, CTP Third Party Insurance, or treatment services are cover by other third parties, your billing information will be released to these parties. It is the responsibility of the client to cover any outstanding accounts, should the claim be declined/not paid by the third party for any reason. Payments are to be completed PRIOR to commencement of class

ME 4 SPORT is a prepaid service. If you are unable to attend your session, we ask that you inform us as soon as possible. For notice of more than 24 hours, you will be eligible to schedule a ‘make up’ session (as per the ‘make up session policy’). For notice within 24 hours, there is a 100% cancellation fee and no make up session available.

If you provide at least 24 hours notice of cancellation/unavailability to attend a scheduled session, you will be entitled to do a ‘make up’ session within 2 weeks of your cancelled service. This is to be booked in and follow bookings and availabilities policies for ME 4 Sport services. For sessions not organised for a make up within 1 month, these funds are forfeited.

ME 4 Sport services either are pre-paid in bulk upfront, or pre-paid via fortnightly direct debit. For any failed direct debits, any service charges for failed payments are onforwarded to the client. For 2 failed direct debits in a row, your service will be cancelled and you will not be able to return until payments are brought out of arrears. Prepaid services are due 72 hours prior to the commencement of the first booked session. Failure to do so will result in the loss of spot in said service.

These policies are to enable Movement Essentials to provide essential, beneficial and high quality services at all times! We pride ourselves on preparing and providing individualised, high quality services to our clients. We thank you for understanding and assisting us to provide our services to as many people as possible. We don’t want anyone to miss out! So please be mindful, and communicate! Help us, help you and others with your personal health/exercise goals!!

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