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 authorizing 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.

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!

Can I have a chaperone?

We can provide a chaperone or you are welcome to bring a friend or whanau member with you to your treatment sessions.

Your physiotherapist retains the right to say no to this request where they deem it to be disadvantageous to treatment or a safety hazard.

What if english is not my first language? Can I have an interpreter?

As a patient you have the right to have an interpreter. Please ask the receptionist or a staff member for more information. If outside interpreter services need sourcing the costs will be met by you if necessary.

What times are you open?

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

Do your clinics have disabled access?

Porirua clinic

The clinic has full disabled access. There is flat access from the street. There are two disabled car parks outside the clinic

Whitby Clinic

The clinic has full disabled access. There is flat access from the street.

Johnsonville Clinic

The clinic has full disabled access. There is flat access to the lift from bottom of the medical centre to the 1st level. There is then flat access from the lift into the clinic.

Tawa Clinic

The clinic has limited disabled access. There is no lift in this clinic, and a staircase to get to our room upstairs in Tawa medical centre. Should you be unable to come up stairs, we can see you in another clinic or use Revolve fitness studio in Tawa Mall to see you (prior arrangements needed).

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.

How long will my appointment be?

Initial appointments (first time seeing us for any new injury) are 40 minutes long. Follow up appointments are generally 30 minutes long. If you have not seen your physiotherapist for longer than 3 months you may need to book in for a 40 minute appointment.

What happens if I need to cancel my appointment?

Please give at least 24 hours notice if cancelling to avoid fees. If you call after hours please leave a message as we will clear these first thing in the morning.

Ways to contact us?

Call us on 0800 627497

Email [email protected]

We are happy to assess and treat any injury.

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.

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.

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.

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, the same applies for an ultrasound.

Are there any conditions that you cannot treat?

We do not treat neurological, developmental or respiratory conditions. Not sure? Give us a call on 0800 627497

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

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. This is the same you see any primary provider for an ACC related injury including your GP, or any other allied health professional.

Surcharges may vary according to clinic location and the qualifications and expertise of the physiotherapist, the latter being representative of our clinic.

In some instances if you injury requires a different contract such as return to work programmes, escalated care, pain management for example then this will likely change, however for general accessibility this is not the case.

Please note, for any discount or reduction in surcharges for anyone is in fact our clinic absorbing this. We do this support certain groups in the community. ACC does not pay this clinic anything additionally.

“Free Treatment”: There is NO free treatment with ACC, anyone saying this is misleading and misrepresenting you, as ACC is still paying or contributing towards the cost to the see your physio.

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 or as soon as we know if your claim was lodged elsewhere.  If ACC declines to cover your claim, you will need to pay us as a private patient for all treatments not covered by ACC so far and also to continue treatment with us.

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.