Client Guide

ActivePhysio.online provides remote individualised physiotherapy videoconferencing and exercise programs via an ‘app’ on your personal mobile or tablet, and this guide is provided to assist you in getting set up.

We’re based in Australia but are happy to treat clients from all around the world. If you’re not from Australia please email us at [email protected] to make sure we can legally treat people from your jurisdiction.

Our free content including our blog posts or any videos we publish on our website are intended as general information only and not to be relied upon. If you pay for information or advice from us (including in the form of a treatment program) you agree to be bound by our Terms & Condition and Privacy Policy.

To view our full Terms & Condition and Privacy Policy please visit www.activephysio.online/terms & www.activephysio.online/privacy or email [email protected]

Health & Safety

If at any stage, whether during a treatment session or completing your exercises, you experience any sharp, stabbing, or unusual pain or discomfort, immediately stop what you are doing and let us know. We reserve the right at all times to stop your treatment and refer you to a doctor. If this happens we will discuss the matter with you in full including providing you with a refund.

Getting Started

To get started choose a package from the range on our website. Each of our packages entitles you to a minimum number of video treatment sessions, with any additional sessions as clinically indicated at the discretion of our physios

Once you’ve selected your package you will be taken to our secure 3rd-party payment provider ‘Stripe’ who collect your payment for us. We are unable to provide HiCaps facilities remotely so be sure to check about health fund rebates directly with your health fund.

After Stripe has successfully processed your payment we’ll ask you to fill out a form with a list of questions that will help us triage your care and help us get to know you a bit better. When you’ve finished putting in all your details your information will be securely stored on your digital file ready for your first treatment session.

Once you’re set up in our system you we will send you an email with details of how to get setup on the free ‘PhysiApp’ app, which we use for our video treatment sessions and to give you your exercise programs.

For more information on PhysiApp including details download instructions please visit their website: https://www.physiapp.com/ Make sure you have enough download data allowance for your device or internet connection before starting the download. 

If you have any issues getting started, please email [email protected]

Treatment Sessions

Please make sure you are set up in a quiet, private place ready to go for the start of your session. Make sure you have tested the speakers on your device so you can easily talk with the physio during the session, and check to see your device is well charged.

We recommend giving yourself a bit of room and having the webcam on your device pointing so you can see the screen and our physio can see from the top of your head to your feet. We may need you to sit or lie down during the sessions so make sure you can adjust the position of your device if needed.

We record all of our sessions so that we can review your progress throughout your treatment. All recordings are securely stored in the ‘PhysiApp’ system, if you’d like a copy of the recording please let your physio know.

Exercise Programs

The exercise program we provide at the end of each of your sessions is designed just for you by your physio. It’s very important that you complete the exercise program between treatment sessions so that you make the most progress and get the most out of our services. You will only get out what you put in.

Under 18s

If you’re under 18 or you’re signing up someone who is under 18, an adult needs to complete the sign up process including payment through Stripe.

We require that a supervising adult is present in the room during the treatment sessions, and our physio will end the session if the adult leaves the room. We will not record sessions with under 18s.