Before Your First Visit

What You Need to Know

Thank you for trusting your healthcare with Gold Coast Physio & Sports Health — otherwise fondly known in the GC community as the “Team at My GC Physio”. Our goal is simple: to help you achieve your goals.

Thank you for taking the time to read this important information — it will help you get the full benefit from choosing us. The Gold Coast Physio & Sports Health Team

The Gold Coast Physio & Sports Health Team

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So we get to know you, and you understand our policies

Gold Coast Physio & Sports Health front desk team

Complete the form below before you arrive. If you can’t get to it beforehand, simply arrive 10 minutes prior to your appointment to complete it in clinic — it’s the same form linked in your confirmation email, so you’ll only need to do it once.

Complete Online Form

After receiving a friendly Welcome from our Frontdesk Team you’ll receive an Introduction & Welcome Pack. We want you to feel welcome and special every time you attend our clinics.

Your Therapist will come and find you for your appointment, greet you, and ask how they can help. And don’t worry if you haven’t been to a Physio before, we aim to help make your experience warm and easy with clear communication.

Your Initial Appointment, At a Glance

✓Your Therapist will discuss your reason for attending — we will help you define your goals of treatment
✓A further discussion around your injury, pain or symptom history
✓An objective assessment — this involves moving & testing you. Your Therapist will keep you draped/clothed as much as possible and will always gain your consent for testing, assessment and intervention
✓A personalised recommended action plan (PRAP) to take home, outlining how we’ll help you reach your goals. Often we email this to you following your appointment so our information is clear and it means you don’t have to remember everything we say at the time.
✓An opportunity for you to ask questions
✓If time permits, treatment or exercises will begin in this first appointment — for Massage/Myotherapy & Strength and Conditioning, hands-on therapy or exercises will fill the rest of your appointment

What to wear

Please wear clothing that allows us to see your area of concern — we suggest a fuller bra or sports bra for females, and full underwear (g-strings aren’t ideal). Our aim is to keep you as covered as possible while still allowing a thorough assessment. If you are doing exercises, wear appropriate clothing.

Please note your Therapist is required by law to complete a treatment record of your appointment, and follow-up communication may be sent — with your consent — to your doctor, coach, trainer or other relevant person. Your Therapist may use some appointment time for this if it’s essential to achieving your goals.

Mobile Phones

Out of respect for others within the practice, please aim to put your phone on silent during appointments.

Making Your Appointments

Excellence in Health Services

Your Therapist will discuss the ideal journey to help you achieve your goals, and your Personalised Recommended Action Plan (PRAP) will help you understand the timeframes involved. Follow-up appointments can be scheduled as far in advance as suits you.

You can book:

✓At the time of your consult
✓Online via our website, 24/7 (some Therapists aren’t available online, so please phone for these)
✓By phone on (07) 5500 6470, 7:30am–7pm weekdays & 8am–2pm Saturday
✓Via Telehealth, if you prefer or are unable to attend in clinic

Book Online
Telehealth Appointments

After Treatment Care & Advice

What’s normal, and what to expect

After treatment care and advice

Following a physio, massage or new exercise treatment, it’s quite common to notice some soreness, discomfort and/or fatigue for up to two days. You may feel tender to touch, stiff, or tired and lethargic. It isn’t our aim to cause you soreness or discomfort, and your Therapist will aim to keep this to a minimum.

You’re likely to encounter a greater reaction if you’re new to treatment, have had Myofascial Dry Needling, or lead a fairly sedentary lifestyle.

Don’t panic!

This soreness or fatigue is perfectly normal. Your Welcome Pack includes ideas on how to minimise your reaction and enhance recovery following treatment. With continued treatment, your body will get used to the effects, so you should experience a less dramatic post-treatment reaction over time.

You can expect a call from our team the day following your initial appointment to check in on any concerns or new questions. It’s very important to us that you’re getting the most from your visits, so please let us know if you’re not 100% happy, or if you have any feedback for your Therapist.

Changes, Cancellations & Missed Appointments

A policy that’s fair to everyone

Changing your appointment

We all hate cancellation fees right? And we all have busy schedules, so we do send appointment reminders but to avoid a change of appointment fee, we’ve tried to create a policy that’s as fair as possible to everyone and we strongly encourage you to understand it:

View Our Change of Appointment Policy

Workers Compensation, Third-Party & DVA clients

As your insurer or government department does not cover cancellation fees, this policy continues to apply to you personally. Any cancellation fee will be billed to you directly in accordance with this policy. We appreciate your consideration of this when making your appointment times.

Payment for Services

Payment for Private and Medicare clients is requested at the time of service. Eftpos and direct Health Fund rebate facilities are available in practice, and we’ll email your receipt to help save paper unless you request otherwise.

Medicare rebates can be processed in clinic, however, as we do not bulk bill Medicare clients, you’ll be required to pay the gap amount. We don’t bulk bill because:

✓You’ll have extended (45 or 30 minute) consults with us to ensure we help you — most bulk billing clinics give 15–20 minute appointments
✓Of the extensive experience our Therapy Team has — you’ll have some of the best Physios, Massage Therapists & Exercise Physiologists in the country working with you
✓Medicare only pays a minimal amount that has not kept up with the costs to provide our passionate service

Read our FAQs

Please call us if you have any concerns about this.

WorkCover & Veteran Affairs accounts

On your initial visit we will confirm your claim has been accepted, and your accounts will then be sent directly to the appropriate body. Should your claim not yet be approved, not be accepted, or cease during treatment, you’ll be personally liable for your account.

Our Commitment to Your Privacy

This practice adheres to National Privacy Recommendations, and a copy of our full Privacy Policy is available for you to view on request. Your health information and health record is collected and may be disclosed for communicating with you and other health professionals about you, communicating with third-party insurers, disease notification as required by law, or legal disclosure required by a court of law. If you have any concerns or wish to restrict access to your information, please discuss this with your treating health professional. Any use of AI Clinical Notes also adheres to Australian Privacy & Data Protection laws as we pride ourselves on having your trust.

View Our Privacy Policy

Keeping in Touch With You

For your benefit

Everyone hates spam emails — us included! But we do encourage you to keep an eye out for our emails, which contain great information and free advice.

We’d love for you to “unjunk” us at info@mygcphysio.com.au.

We also love feedback to help us be better, so after your initial appointment we’ll send you a Thank You email with a link to a short Feedback Survey — complete it within 60 seconds and go into the draw to win a FREE massage (no strings attached!).

Or Complete the Feedback Survey Here

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We Really Value You & Your Referrals

Did you know we’re a local GC family business, established in 2008 from scratch? That means we work hard every day to create the best outcomes for you as an individual. It also means we rely on you telling your family, friends, teammates and work colleagues about us, so we can keep doing what we do best — helping Gold Coasters achieve their goals.

So if you like what we do, the best gift you can give us is to recommend us — and to thank you for any referrals you send our way, we’ll gift you back a $10 voucher to use in clinic, sent the old-fashioned way by snail mail (we figure no-one gets mail like that anymore, so it should be fun to receive!). We don’t add many terms & conditions to this gift, so check it out.

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Britt Caling