Practice Policies

Full payment is required on the day of consultation. Payment can be made by cash or electronic payment. Most onsite payments allow immediate private health fund claims through the HICAPS machine

Telehealth

If you are receiving our Telehealth services, credit card details will be requested at the beginning of the therapy session. A receipt will be provided after the appointment and any claim to private health funds will be the responsibility of the individual to claim separately.

Third Party Payment

If you are covered under TAC or Worksafe you must provide your claim number at the initial visit. You will also need to provide your employers details, including best contact person, phone number and email address.

If your claim is rejected by the third party, you are personally responsible for settling your account with Melbourne Hand Therapy.

Unpaid accounts

An account keeping fee of 10% per month will be imposed on overdue accounts.

Accounts referred to a collection agency or solicitor will have legal costs and commission added to the amount due.

  • Occupational Therapy and Physiotherapy services may be claimed against your private health fund, depending on your level of cover.
  • Immediate private health claims may not be completed if you are seen at satellite clinic where a HICAPS machine is not available.

Cancellation Policy

All patients are reminded that 24 hour notice of cancellation is required for all appointments. Failure to give sufficient notice will result in a $55.00 cancellation fee. This is the responsibility of all patients including TAC and Worksafe patients. This policy is in place to ensure that appointments can subsequently be offered to others in need of treatment.

At Melbourne Hand Therapy we use SMS to communicate appointment reminders to you. If you do not wish to receive SMS appointment reminders, please advise our reception staff.

Privacy Policy

We appreciate the importance of protecting your medical and personal information. You can be assured that all staff at Melbourne Hand Therapy have adopted the National Privacy Principles (Privacy Act 1988) in the collection, use and security of this information.

What we collect

  • Personal: name, address, date of birth, emergency contact, contact details (mobile, home phone, email etc.)

  • Financial: Bank account/credit card details, payment history
  • Third party: Insurer, Workcover/TAC, work/employment details

At times we may need to collect and share information of a sensitive nature relating to your physical and mental health. This includes but is not limited to:

  • Current/past injuries
  • Past medical history (including mental health/wellbeing) and medications
  • Current pregnancy
  • Smoking/Drug use

What we do with information collected

At times, we need to share your information with other health service providers to ensure good quality healthcare. It may be necessary to discuss your condition / progress with your referring practitioner / local doctor, work rehabilitation specialists or other therapists involved. If you are being referred onwards to another service, your verbal or written consent will be gained prior to any contact or transfer of relevant history.

You are not obliged to share your personal information with Melbourne Hand Therapy, however not doing so may make it difficult for us to provide the entirety of our therapy/administrative service. If you do not wish for any information to be sent or discussed with other health professions, please advise us.

Security

We have in place measures to uphold the security of our client’s personal information. These measures include electronic, physical and administrative processes to secure our online information. However, please be advised that any communication of information over the internet is never completely secure. For this reason, please carefully consider any information you may send electronically to Melbourne Hand Therapy.

Questions and Complaints

For any further information regarding our practice/cancellation policies, privacy policy, security, collection/distribution of your personal information or for any complaints, please email us at admin@melbournehandtherapy.com.au and these will be forwarded to the relevant member of the Melbourne Hand Therapy team.

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