//  FREQUENTLY ASKED QUESTIONS

// OUR THERAPISTS

Do You Have A Returns Policy For In-Store Merch/Apparel Purchases?

Yes, please refer to our returns policy when purchasing an item at one of our FXNL Rehab clinics.



// PREPARING FOR YOUR APPOINTMENT

Do I need a doctor's referral to see an FXNL Therapist?

Private patients do not need a referral to see any one of our FXNL therapists. We accept walk-in's subject to availability. However, if you are coming under WorkCover, Medicare EPC, CTP or DVA, you will require a doctor’s referral before making an appointment to receive treatment.



How long does an FXNL Rehab session go for?

Typically sessions go for 30 minutes, but 30 or 60 minute initial and follow-up sessions are available on offer. Your FXNL therapist will advise you on the length of your session that will be most suitable for your problem.



Can you fix / Do you fix (condition/injury)?

For the majority of most musculoskeletal injuries, yes we can. However, for most injuries do not expect a quick fix. Most conditions do not resolve overnight and we have to aid and respect the body's timeline throughout the tissue repair phase. We highly recommend seeing your therapist as early as you can during the acute phase of an injury. This is because generally the more chronic the condition, the longer it would take until we see a significant response to treatment. Everybody and every case is different and depending on how you respond to treatment will differ depending on your injury/condition. If we feel you are not making as much progress throughout your rehab as you should be, we may refer on to a specialist for a second opinion, or someone who will be able to help.



How many sessions do I need?

Your FXNL therapist will be able to give you more insight in regards to your rehab timeline following your initial consultation, as each treatment plan is tailored to the individual. For minor, acute injuries we can see huge improvements within 4-8 sessions. For major, sub-acute type injuries we are looking around 8-12 treatment sessions. For complex, long-term chronic issues, we may be looking at 12-16+ sessions depending on your condition.
These are general guidelines and every patient case is different but you will notice significant improvements early on. If we feel you are not progressing along the rehab path as expected, you may be referred on to get scans, see a specialist, or merely for a second opinion as we are about prioritising your health and wellbeing.



Do I need to bring anything with me to my appointment?

If you have any relevant information such as scans, reports, referrals, doctor's letters, insurance information, claim numbers etc. then it does help to bring those along with you to the appointment. You will also need to bring your health fund card which can be swiped at the clinic, as well as a payment method via cash/card.



What should I wear to my appointment?

We recommend something comfortable and loose fitting such as a t-shirt and some shorts. Depending on the area that needs to be assessed and treated, we may ask you to expose certain areas if you are comfortable with it such as your mid-back. We can always drape you with towels if you feel more comfortable with it, and if not don't worry, we will never ask you if you feel uncomfortable doing so. We will manage and find a way around it.



Can I still see an FXNL Therapist if I'm not in pain?

Yes, you can still see one of our therapists if you don't have any pain. Our therapists are trained to assess and identify body imbalances, reduced mobility or weaknesses that may contribute to injury in the future. We aim to be preventative, to treat it before it actually becomes a problem for you.



Is an FXNL session painful?

This depends on your individual pain tolerance and experience with being treated. We often get told "it's a good type of pain" and although the hands on manual therapy techniques may cause discomfort due to the deeper level of soft tissue releases, none of the treatments should be unbearably painful so make sure you let us know so we can adjust the pressure. ​



// PAYMENT

How much does a session at FXNL Rehab cost?

All of our pricing is displayed on our online booking platform and depends on if its an initial visit or a follow-up, and type of service required. In order to optimise your treatment, there may be added costs associated with certain products if the therapist deems necessary and beneficial in regards to your condition.



How much is the Gap payment?

This depends on your individual health fund provider and the level of cover you have. We recommend checking with your insurance cover policy. As a service provider, we do not have access to that information.



// INSURANCE

Is FXNL Rehab covered by Private Health Insurance?

Yes, our team of licensed practitioners and their range of services can be claimed through your private health fund through our HICAPS terminal. We swipe your health fund on the spot and you will just have to cover the gap cost upfront. We accept cash and all major credit cards (no AMEX). Please check with your health fund provider prior to making an appointment to make sure you are covered for that particular service.



Do we bill directly to your Insurance Provider?

For WorkCover and CTP insurance, yes generally we will bill the insurance provider directly for the cost of the services, provided the claim has been approved and a claim number given to us by you or the claim manager. In special circumstances we may need to process the payment in full. At the time of payment, we will provide you with an invoice that you can submit to your private insurance provider to be reimbursed.



Is an FXNL Rehab session covered by Medicare?

Medicare does not cover the cost of any physiotherapy sessions, unless your GP has provided you with an Enhanced Primary Care (EPC) plan (now termed Chronic Disease Management plan). This is generally for select-individuals with chronic conditions that have to be discussed with your doctor prior to any physiotherapy appointments. If your doctor deems you are eligible for the medicare plan, medicare will rebate you for up to a total of 5 allied health services for the calendar year to the amount of $52.95 (your doctor will advise you on how many can be allocated to physiotherapy). To be able to claim this rebate, we ask that you pay the full amount for the session upfront, then we swipe your medicare card and rebate the $52.95 back onto your debit card. You should receive the rebate straight away back into your account.



// RETURNS POLICY

Do You Have A Returns Policy For In-Store Merch/Apparel Purchases?

Yes, please refer to our returns policy when purchasing an item at one of our FXNL Rehab clinics.