FAQ’S

Frequently Asked Questions

What are the computer requirements for me to access an online physiotherapy consultation?

As a general rule, if you can view this website on your browser then you should be able to successfully complete an online physio consultation. Since we utilise videocalls during the assessment and treatment process, higher internet connection speed is more beneficial. However, we have been able to carry out videocalls with patients in rural and regional areas where internet connection speeds are typically not as good. Please contact us if you have any concerns about your internet capabilities and we will work with you to find a solution that works for you.

What types of injuries can you help me with?

Online physiotherapy consults can be helpful for most musculoskeletal injuries. This includes injuries to your muscles, ligaments, tendons and joints. For example, injuries due to sport, overuse, poor posture and work related. If, at the completion of the initial assessment, we do not think we are the right fit for you, we will refund your money and help you find someone who is. Please contact us if you are unsure if your injury can be treated with an online physiotherapy
consultation.

How can you assess and treat my injury without touching me?

A physiotherapy assessment always starts with asking detailed questions about you and your injury, and this does not change with an online physiotherapy consult. At the completion of these questions your physiotherapist will have a good idea of your likely diagnosis. Your physiotherapist will then utilise the second component of the assessment process, which is an objective examination, to confirm the diagnosis. Whilst your physiotherapist can’t touch you, they are able to talk you through most tests and observe your movements via videocalls.

This leads to your treatment. How can a physiotherapist treat you without using hands on techniques? Hands on treatment is only one aspect of a treatment program. In fact, the benefit of online physiotherapy consultations is that they empower you to take control of your injury management and not rely on hands on treatment by your physio. Education about your injury, what caused it and how to prevent it, guided exercises by your physio and ongoing support, all of which lend themselves to online physiotherapy management, enables you to become the driver of your rehabilitation. And research has shown that this hands-off approach can result in better outcomes for you.
As always, if you need to be referred on for hands on treatment or for further investigations, we will let you know.

Do I need a referral to access your service?

No, a doctor’s referral is not needed to access our services. We will, of course, liaise with your doctor if you have a referral from them or if it is appropriate.

Can I get private health insurance rebates if I have an online physio consultation?

At this stage, there is not a uniform approach to online physiotherapy consult rebates. The best way to determine if you are eligible for an online physio consult rebate is to contact your private health insurer directly.

How do I pay for my online physiotherapy consult?

Active Physio Online utilises Stripe for payments. You will be asked for your credit card details in the registration form and your payment will be processed by Stripe immediately.

Can I access your services if I live anywhere in the world?

Whilst we would love to treat you regardless of which country you live in, there are some obstacles from preventing us from doing so. Some physiotherapy regulatory boards require that the physiotherapist providing the treatment is registered in the same state or country as the client receiving the treatment. Active Physio Online is an Australian based service so we are able to assess and treat all people residing in Australia. If you live in another country, please contact us and we will
check with the relevant physiotherapy board to see if you’re eligible.