Frequently Asked Questions

We have listed the frequently asked questions. If you have any additional questions you would like to raise about the services or treatments we provide, please feel free to email us your questions or contact us anytime.

  • First time visiting North City Physiotherapy
    • Do I need a referral to be seen at your clinic?

      No, physiotherapists are primary providers, therefore can assess diagnose and register your injury for ACC purposes. It is recommended that patients keep in touch with their own GP's. Certain insurers sometimes do require you to see a GP before authorising physio treatment. Furthermore medical certificates for work purposes must be done via a GP. Our physiotherapists are able to liaise with your GP if and when its appropriate.

    • What information do we collect?

      We collect personally identifiable information. Providing this information will always be optional for you. However, some services may not be available to you if you chose not to provide it.

      From time to time, we may run contests or other promotions. If you participate, we may request your name, mailing address, email address and other information in order to administer the promotion. When you submit a request, review or comment to our customer service department, we may ask you for your email address.

      We also collect aggregated data. This information is generated by our systems as they track traffic through our sites. This information does not identify you personally and is not linked to the personally identifiable information that you may have provided.

    • What happens on the initial appointment?

      During the initial appointment the physio will first take a detailed history from you with regards to your injury and medical history. We may also discuss your occupation, sports and hobbies so we can get a good grasp of what you get up to. This helps us formulate our goals with you for your treatment. Following this they will examine you and then a diagnosis and prognosis will be discussed with you during this session. The treatment will then begin!

    • What times are you open?

      This is clinic dependent, please check individual clinics for hours of operation. Alternatively book online. 

    • What should I wear for treatment?

      Loose fitting casual clothing is best. Wear shorts if you have a hip, knee or foot injury. We do have shorts and gowns should you not bring yours in.

  • Treatment Information
    • Do the clinics only see patients with certain injuries?

      We are happy to assess and treat any injury.

    • What can I expect on subsequent appointments?

      At your subsequent appointment, the physio will ask you how you responded to the previous visit and continue treating you. There will be constant reassessments during each subsequent visit to ensure we are doing are upmost to get your injury better as quickly as possible.

    • How many treatments will I need?

      Unfortunately there is no black and white answer for this question. No two people are exactly the same. There are many factors that may influence the rate at which you recover from your injury, these may include the type and nature of the injury, the severity of the injury, your previous history, your goals, your age and current health and your participation in any rehabilitation. Your physiotherapist will be able to provide you with a more accurate estimation following a thorough assessment.

    • How long does a treatment session last?

      Generally the initial treatment lasts between 30 - 40 minutes and follow up sessions are 20 minutes, but can go longer depending on your injury. 

    • What happens if I need to see a specialist?

      Should your injury require further investigation, our physios can refer you to a specialist. This will be discussed with you so you that receive the best possible care and investigation as quickly as possible.

    • What happens if I need an X ray?

      Should the physio feel that an Xray is required, they can write a referral for you and you can go and get an Xray when it suits you.

    • Are there any conditions that you cannot treat?

      We do not treat neurological, respiratory or women’s health problems.  

  • ACC Related Questions
    • What if I don't have ACC?

      Our clinics provides treatment for all types of claims including private claims where the client pays for their own visit. You may have private medical insurance or private insurance (through a work related injury). Our physiotherapists are happy to treat your injury regardless of whether you are paying for the treatment yourself, your insurance company is covering your treatment or you are covered through work insurance.

      Please also note that there are additional charges for materials such as tape, bandages & slings, rehabilitation equipment and loan items.

    • Why is their an ACC surcharge?

      ACC contribute to the rehabilitation of your injury, by providing partial funding for the physiotherapy services offered in this clinic. Your surcharge pays for provision of accredited, skilled and experienced physiotherapists providing quality care to you..In most cases there is copayment to pay. For more information on our charges please refer to our price list



    • What if ACC declines my claim?

      We will advise you if we think that is possible.  If ACC declines to cover your claim, you will need to pay us as a private patient for any treatments not covered by ACC so far and also to continue treatment.  

  • Your rights as a patient at North City Physiotherapy
    • What are my rights?

      As a patient you will be treated according to the Code of Rights (a copy is available from the Health and Disability Commissioner 0800 112 233).

      You also have the right to Complain. It is ok to complain—your complaints help to improve service. Any complaints should be directed to the Practice Principal. These will be dealt with discreetly and any major problems will be referred to an independent authority.

      You have the right to bring a chaperone for your appointment.

      You may at any stage ask for a second opinion on your condition or treatment by another staff member or another Health professional.

      In accordance with the Privacy Act, your health records will be kept confidential. No information will be given to a third party without your consent.