FREQUENTLY ASKED QUESTIONS

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General Clinic Information

If you are a new patient, you must read and understand KCP Physiotherapy's General Clinic Information before your first treatment

New Patient

What does it mean to be “Accredited”?

KCP Physiotherapy clinics and our associate clinic North City Physiotherapy have undergone quality management audits. This means all the clinics have attained quality and management standards as set by the New Zealand Physiotherapy Accreditation Scheme and in future by the new ACC allied health sector standards. Successful completion of accreditation gives us access to the Endorsed Provider Network (EPN) with ACC.

How much does it cost?

The co-payment for injuries covered by ACC is $10.00 There is also additional charges for materials consumed or purchased from the clinic. Large companies however may have accredited employer status and look after their own workers. Check with your firm first, as you may require prior approval before presenting for physiotherapy. Private injury charges are $52.00 initial session, $42.00 for follow-ups.

Can I have Physiotherapy on my private medical insurance?

You may be able to gain some of your fees back. The important thing to remember is to check your policy and with you insurance company first before coming to physiotherapy for private treatment.

Do I Need a Referral?

NO! You can come directly to us, we will correspond with your GP if necessary. Physiotherapists are autonomous providers meaning we can generate ACC claims if appropriate. If you have a referral from your GP or Specialist please bring this with you.

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What happens on my first visit?

We ask that all new patients to arrive 10 minutes prior to their scheduled appointment time. As you enter our clinic please report to the reception desk. At this point please give them your referral if you have one. If you don’t, and your injury is caused by an accident (e.g. an event where you can identify a specific date and time) we will lodge a claim for you, on your behalf.

You will be required to fill out a questionnaire pertaining to your injury, and to have read our clinic brochure which details important information about our clinic and your rights and regulations. If you have any questions please ask reception staff to help you. If you have already received treatment before on ACC for your injury please let our reception staff know.

Your physiotherapist will then come and escort you to the treatment room and will begin by asking you some questions about your injury so we can get an idea of what happened and how things are progressing. Following this we will need to do a physical assessment of your injury, this will require the part to be assessed to be exposed (see below).

Following your physical assessment, your physiotherapist will discuss your injury with you, outline a treatment plan (including the types of treatment they may be performing), and with you, come up with some goals to achieve. Prior to commencing with your treatment, you will need to give consent to acknowledge that you understand your treatment plan and that you have had an opportunity to ask questions if necessary. You will be given an opportunity to decline any types of treatment that you may not be comfortable with.

What should I wear?

You should wear comfortable clothing, we will need to expose the injured area. We have gowns and shorts for your use if need be.

What should I bring to my appointment?

Your referral, if you have one

  • - If you have any other information pertaining to your injury such as specialist reports, scan results, or X-rays (and/or X-ray reports)
  • - If you would like someone in the room please feel free to bring a chaperone, such as a family member, friend, or alike.
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Can I get an Interpreter?

If you require an interpreter, we are happy to arrange this. However, it is your responsibility to tell us before your appointment. You will be required to pay for any such service.

What if I need time off work?

Legally only a medical practitioner can supply you with a medical certificate for time of work. We can communicate with your GP regarding this if is appropriate. If you have an ACC case manager we will also be in close communication with them.

How long will my appointment take?

Generally appointments are between 20-30 minutes. If your injury is more complex, your appointment could be longer. From time we may run a bit late and we will let you know if this happens.

How many treatments will I need?

Physiotherapy is patient centred, which means treatment is geared to you as an individual. Our physiotherapists should be able to give you an indication of your treatment plan after your first visit. For some acute pain, 1 or 2 treatments may be all that is necessary. Chronic conditions may need more input initially to help you manage your symptoms.

Your progress:
Your physiotherapist will monitor your progress in conjunction with the goals you want to achieve. If your progress is not as expected for your injury, or if you are concerned, we can take further action. This includes sending you or further investigations such as X-ray’s or an Ultrasound Scan. We can also send you to a specialist, such as a sports physician or Orthopaedic Surgeon directly if need be.

What if I need to change or cancel an appointment?

We require a minimum of 3 hours notice if you are going to cancel and/or reschedule an appointment. This helps us to plan our day and also accept other patients. We appreciate your compliance with this.

You will be charged a late cancellation fee of $20.00 if you do not contact us 3 hours or more before your appointment or if you do not show for your appointment. This includes initial appointments.

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Can I purchase any products at KCP?

At KCP Physiotherapy we can offer you a variety of sporting and therapeutic products. We have access to a range of companies and can order you a product on demand. Payment is required when you receive your product.

Are there any other costs I should be aware of?

There are additional costs for materials used during your treatment or for any supplies / aides that you purchase from our clinic.

If your injury is not covered by ACC or any other funder, you will be charged Private charges which are $50.00 for an initial treatment and $40.00 for each follow up treatment. Payment is required at the end of your treatment.

For late cancellations and No shows (did not attend appointment), there is a charge of $40.00.

Each month that we send a statement to you, an administration fee of $2.00 is added to your account.

How can I pay?

We accept the following forms of payment:

  • * Cash
  • * EFT POS
  • * Internet Banking
  • * Automatic Payment

We do not accept cheques or credit cards.

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