Frequently asked questions
Is treatment funded by the ACC?
ACC treatment is subsidised. A patient co-payment is charged.
Do you offer home visits?
Yes, but only in the Khandallah area and only when the condition is such that the client is unable to make it into the practice. Once mobile enough, clients will be treated at the practice where the facilities allow for a more comprehensive service.
Are chaperones allowed?
Yes, we fully support your right to have a chaperone present during your visit.
Are cultural requirements catered for?
If you have any cultural requirement that we need to be aware of, please don’t hesitate to inform your physiotherapist.
Second opinions
We are a large practice with very skilled physiotherapists. If you are not progressing as expected your physiotherapist may recommend you are reviewed, for a second opinion, by another physiotherapist within the practice or referred to an appropriate specialist. Or, if you are not progressing the way you envisaged, please feel free to discuss with your physiotherapist the option of having a second opinion.
Feedback
We really appreciate your feedback. It gives us the opportunity to improve our service. A suggestion box is located in the reception, next to the doors leading into the gym area. Both questionnaires and suggestion forms are available to fill out. Please feel free to complete either or both of the forms.
Complaints
We have a formal complaint procedure in place. If you wish to make a formal complaint about any aspect of our service, please phone or write to the Practice Manager who will ensure the complaint process is initiated and that an appointment is made for you to outline your complaint to the appropriate personnel.
Please note there are two independent organisations with whom you can lodge a complaint. They are:
Physiotherapy New Zealand
PO Box 27 386, Wellington
Phone (04) 801-6500
Health and Disability Commissioner’s Office
PO Box 12 299, Wellington
Phone(04) 435-6669
Brochures about both these organisations are located on the suggestion box in the reception area. Please feel free to take a copy.
Access to your file
The Health Information Privacy Code allows you to access the information we hold on your file. As such we have a procedure in place to ensure that any enquiries you may have in this area are dealt with appropriately. If you would like to access your file please phone or write to: Privacy Officer, Khandallah Physiotherapy Centre, 15 Ganges Road, Khandallah, Wellington.
Please note that the independent organisation you can lodge any privacy concerns with is:
Office of the Privacy Commissioner
PO Box 10 094, Wellington
Phone (04) 474-7590
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