Health Hub

Frequently asked questions

Do I need a doctor’s referral to use a provider?

No, a doctor’s referral is not necessary to use any of our providers’ services.

Is the cost of my service claimable under my private health insurance?

Yes, all our services may be claimable through your private health insurance (most optometrist services are bulk-billed to Medicare). Check your policy for details on benefits and limits on your extras cover on
Member Services Online.

How quickly can I get my first appointment?

You should get an appointment the same day or within 48 hours of your call.

How often do I need to attend the service?

Ultimately the choice is yours, however, the provider will advise you in their professional experience on the number of treatments you will require.  

How long does an appointment take?

  • Dental standard appointment is 30 minutes
  • Optometry standard appointment is 20 minutes
  • Massage appointment can be made for 30 minutes or 1 hour depending on the treatment required
  • Physiotherapy standard appointment is 30 minutes
  • Podiatry appointments can be made for 30 minutes or 1 hour depending on the treatment required
  • Dietetics appointments are 40 minutes for the initial consultation and 20 minutes for subsequent consultations
  • Audiology standard appointment is 40 minutes

What can I expect when I have my first appointment?

Before your appointment, you need to complete a medical history form, which you will receive when you check in (excluding optometry and audiology).

  • Physiotherapy: Initially the therapist will ask a number of questions and allow you to describe the symptoms in as much detail as possible for a subjective examination. Next, the therapist will examine you physically so it is important you wear suitable clothing. Following the assessment, the therapist will discuss their findings, cause of the problem and a treatment plan. The therapist will then start the treatment for your condition and give you a home exercise program to assist your recovery.
  • Massage: The therapist begins by asking general questions to establish what areas you would like worked on, if there are any conditions to address, and will then determine if massage is appropriate for you. The therapist may evaluate your condition and see if you have any pressing complaints. Massage therapists are not legally permitted to diagnose specific problems; this should be done by your GP or physiotherapist.

What do I wear for allied health appointments?

Your physiotherapist and massage therapist will require you to remove enough clothing to be able to view and assess the problem area. If the problem is with your upper body you would need to remove your shirt and for your lower body you would need to remove your pants, so wear suitable underwear or bring a pair of shorts if you wish. If you are seeing a podiatrist it’s a good idea to bring in you work shoes, running shoes or gym shoes for assessment.