FREQUENTLY ASKED QUESTIONS
Whether you’re booking your very first appointment or returning for ongoing care, it’s natural to have a few questions.
This page brings together the answers we’re asked most often—from what to expect during your initial consultation and what to bring, to payment options, parking, and more. Browse the sections below, and if you still need a hand, our friendly Smart Health team is always just a phone call or email away.
What can I expect at my appointment?
The first appointment with your practitioner will involve a verbal and physical assessment to gather as much information as possible about your concern. This helps your practitioner to determine the best course of treatment, which they will confirm through discussions in collaboration with you.
You can request a male/female practitioner if you have a preference and can also be accompanied by a chaperone, if necessary.
What should I bring to my first appointment?
All you need is yourself! Please also feel free to bring relevant documents (i.e. doctors referral or imaging/reports) and wear comfortable clothing you can move freely in. If you intend to use private health cover, please bring your private health insurance card so we can process your rebate on the spot through our HICAPS terminals.
What clothing should I wear for my appointment?
Please wear loose-fitting clothing or clothing that can easily be removed if required. For example, if it’s your knee then bring a pair of shorts to wear or if your neck and shoulder then maybe a loose-fitting singlet or top. We always respect your modesty and privacy and if we are assessing an area of your body such as your hip or lower back, we will use towels to maintain your comfort.
For Exercise, Pilates, Gym or Yoga classes please wear comfortable exercise clothes.
Do I need a GP referral?
No, you do not need a referral to access physiotherapy, chiropractic, or massage services. We welcome referrals from other health professionals and encourage you to bring these along to your first appointment or email/fax through in advance.
If you are attending as a Department of Veteran Affairs (DVA), WorkCover (WC) or Motor Vehicle Accident (MVA) patient, or are qualifying for treatment under the Chronic Disease Management Plan (CDMP), Enhanced Primary Care Medicare (EPC) system a GP referral will be required.
Am I covered by private health insurance?
This is dependent on the level of cover in your policy. As all insurance companies offer a variety of different options, we recommend that you confirm with your provider before attending your appointment.
Do you accept Medicare Referrals for Chronic Disease Management Plans/ Enhanced Primary Care Plans?
Yes, we do accept plans. Please note we do not bulk bill, however, you will still be able to receive the Medicare rebate for your appointments with this referral from your GP. Please call our clinic to book your appointment.
Does Smart Health offer concession fees?
We offer a concession rate for Pensioners and HCC holders provided you bring in your latest card.
Does Smart Health provide treatment for Return to Work and CTP claims?
Yes. We kindly ask that you bring the appropriate paperwork to your initial consultation to ensure there is no delay in treatment and management. We will require:
- The name of your insurer
- Claim number
- Whether or not your claim has been approved
- The name of your employer
- Date of injury
- Claim manager name
- Claim manager email & phone
- GP Details
If you have any queries, don’t hesitate to give our friendly reception team a call for assistance.
I How do I pay for my appointment?
Full payment is required on the same day as your appointment by cash or credit/debit card via EFTPOS.
If you are privately insured, please bring your health insurance card as we can use our HICAPS machine to bill the insurance company directly. Private health insurance may only cover some of the fee, so please be prepared to pay a gap. The gap varies depending on your health fund and the level of cover you have chosen.
If you do not have your card at the time of payment, the account must be paid for in full and a receipt will be issued to enable you to claim the rebate from your health fund.
If you have an accepted Workcover or Motor Vehicle Injury claim, then accounts are sent directly to them. You are fully responsible for any accounts not paid for by these Third Parties for any reason.
If you are eligible for a Chronic Disease Management/Enhanced Primary Care Plan (EPC) under Medicare, please bring your Medicare card to each appointment. You will need to pay the full amount at the time of the appointment with the Medicare rebate refunded to you directly.
Does Smart Health have easy access and car parking available?
Our location is Suite 4, on Level 2 of the Archer Tower, 74 O’Connell Street North Adelaide, and there is easy access from both O’Connell and Archer Streets.
Access to the clinic is via a lift from the car park or from street level via a lift or stairs.
There are 116 complimentary 2-hour high clearance undercroft car parks with access to the clinic via a lift from the car park or street level, or via stairs from the street level, conveniently located directly next to our reception area.
Does Smart Health provide medical aids and equipment?
We have many products in stock plus we have a local medical supplier which we can access products usually by the next day.
Can I book my appointment online?
We offer online bookings for all allied health services, Book Now. For appointments with our MSK Medical Doctors please contact the clinic on 82931100.
What if I am running late for my appointment?
We understand that unanticipated events occur. If you arrive late, your appointment may be shortened to accommodate others whose appointments follow yours. Depending upon how late your arrival is, the practitioner will determine if there is enough time to properly assess and treat you. Regardless of the length of the appointment given, you will be responsible for full payment for the appointment.
Can I cancel my appointment?
We understand that appointments sometimes need to be cancelled. In our desire to be effective and fair to everyone some of our Practitioners charge a Did not Attend fee or require full payment of the appointment fee. You will be notified of this at the time of booking.
Can Smart Health practitioners provide medical certificates?
Yes, practitioners are permitted to do so lawfully if the practitioner determines the condition is within their training expertise and the practitioner believes the condition would mean the patient would be unable to perform their normal work duties for a certain period of time. We cannot provide medical certificates for conditions such as colds / flu etc.
What is your Privacy policy?
Smart Health is committed to protecting the privacy of your personal information and adheres to the Privacy Act 1988 (Cth) (Privacy Act) to comply with the Australian Privacy Principles (APP) that regulate how private organisations collect, use, disclose, store, provide access to and destroy personal information. The Privacy Act applies to all organisations that provide health services, including Allied Health professionals. Click here to access our Privacy Policy.
How do I give Feedback or make a Complaint?
Smart Health welcomes feedback, compliments, and complaints made by individuals and organizations. We strive to consistently provide the best experience and service for our clients and appreciate all feedback given to improve our service.
To provide feedback, compliments or suggestions please complete our Feedback Form or if you prefer to contact the clinic directly on (08) 8293 1100 or email reception@smarthealthtraining.com.au.
Viral Illnesses & Appointments
If patients are unwell with symptoms of any viral infection (Common cold viruses, influenza, vomiting, gastroenteritis and covid-19) such as:
- Fever
- Diarrhoea
- Cough
- Nausea or muscle pain
- Sore throat
- Fatigue
- Runny nose
- Headaches
- Shortness of breath
- Change in smell or taste
We ask you to change or cancel your appointment to safeguard our staff and other clients in our clinic.
Contact Us Today
Your time is always respected. You’ll never feel rushed and have all your questions answered. Contact us today to schedule your first appointment!