HomePatient & Clinic Information
Hours of work
Our general hours are Monday to Friday between 8.00am and 5.00pm, but some therapists work varied shifts, enabling us to offer some limited out-of-hours appointments.
Appointments
Our standard appointments are 30mins. We strive as much as possible to keep to appointment times. It is appreciated if you could arrive on time in order to maximise the treatment time available. If you arrive late your treatment time could be limited by the arrival of the next client. We strive as much as possible to keep to appointment times. Occasionally unforeseen circumstance may mean your Therapist runs late, but Reception staff will keep you informed of any possible delays. Please ask if you feel you have been waiting too long.
Cancellations
We provide a free TXT-2-Remind service to mobile phones, giving 24 hrs notice of your appointment. You do not need to respond to this unless you are unable to attend, in which case we would appreciate your letting us know as soon as possible. (NB If less than 4hours notice given of cancellation, the treatment session may be charged to you at full rate, barring exceptional circumstances.)
Registration Process
We will ask you, if possible, to arrive 5-10 minutes before your first appointment in order to complete the following forms. If you need assistance please ask Reception staff. Alternatively you could complete these forms online before your appointment (forms are listed in the navigation above on the left).
Registration & Consent Form: This provides us with the essential data to both safely manage your injury/condition and to access funding as appropriate. It is also your formal consent for us to treat with appropriate information provided. Please complete as fully as you can, any gaps will be addressed by your Therapist. (Click here to fill out this form online now.)
Outcome Measures Form: This is an internationally recognised questionnaire to enable us to assess the functional limitations relating to your hand/upper limb problem, and measure any improvements over time. It is important for us to measure this to evaluate the effectiveness of our treatment and is increasingly being required by funders ie ACC. We will ask you to complete an initial, and 2 repeats; after 6th treatment and before discharge. (Click here to fill out this form online now.)
TREATMENT FUNDING:
- Our current consultation fees are displayed at Reception; if you are unclear please check with Reception staff.
- Payment is expected at the time of treatment.
- Accounts mailed may be charged ( see end re. Satelite clinic arrangements).
ACC funding:
- There is currently no co payment required with ACC accepted Hand injuries(although this may change in the future.)
- The more information you can provide us relating to your claim the better ie ACC45, approval letters, case manager contacts.
- We can only charge ACC if your claim has been accepted ; just because your doctor has completed ACC forms or referrals ,does not guarantee our treatment is covered.
We will check and advise asap if there are any problems.
- If your ACC claim is put “on hold” pending a decision for cover .ie more information required , we usually advise deferring treatment until a decision is made, unless you are keen to start treatment and prepared to cover costs privately.
- If your injury is older than 1 year, we are able to assess you and then if appropraite apply to ACC for approval to treat. Again we suggest deferring further treatment until approval is given unless you wish to start treatment and pay privately.
- The exception to this is if you have had ACC approved elective surgery for an old claim: we still have to apply, but are usually happy to commence essential treatment in anticipation of approval.
Private payments, including materials not covered by ACC
We are unable to bill Insurers directly i.e. Southern Cross (unless by written prior arrangement) and require you to pay us directly. We will provide receipts for your payments, that you can submit for reimbursement. We have EFTPOS facilities and take Visa or Mastercard, we are also happy to give account details for electronic payments.
If you are treated at our Satellite Clinics, we can only take cash or cheques,but will invoice at no charge, either for payment at Main clinic or electronically.
Complaints
If you have concerns or complaints regarding your care and treatment at Handworks, we would like to hear about it. In the first instance if you would like to discuss with a Clinical Director please advise the Reception and they will arrange. Alternatively you may prefer to put your concerns in writing and address to Clinic Directors, PO Box 74129, Market Road. All matters will be dealt with in strictest confidence.