Frequently Asked Questions
How can I make an appointment?
Bookings are made for all our clinics with the same phone number. 09 5297461.
If your call is not picked up, please leave a message and our reception staff will call you back as soon as possible. Otherwise see our contact page for other ways to contact us.
What hours are you open?
Our general hours are Monday to Friday between 8am and 4.30pm, but some therapists work varied shifts, enabling us to offer some out of hours appointments.
How long will my appointment be?
Our standard appointments are 30 mins unless otherwise advised. Some post op appointments may be up to 1 hour. There is a registration form and other paperwork to complete on your first visit so please arrive 10 mins early to give time to complete this. It is appreciated if you arrive in time for this in order to maximise your treatment time available.
We strive as much as possible to keep to appointment times, however we do offer an acute service for traumatic injuries and this, and unforeseen circumstances, may on occasion influence our schedule and cause us to run late. We apologise for this and any inconvenience it may cause. The reception staff will keep you informed of any possible delays. Please ask if you feel you have been waiting too long.
What do I need to bring to the appointment?
It is helpful if you can bring any of the following that is relevant to your case
- ACC details if already completed
- Xrays and/or reports
- Other investigation results (MRI, U/S or nerve conduction)
- Work insurer details
- Hospital discharge papers
- Operation details
- Referral form from GP, A&E, hospital, surgeon, physio etc
What if I need to change or cancel my appointment?
Handworks has a 24 hr cancellation policy. Please notify us as soon as possible if you are unable to attend your appointment. Late cancellations (less than 4 hours notice) may incur a fee for non-attendance.
We provide a free TXT-2-Remind service to mobile phones, giving you 24 hours notice of your appointment.
Clients arriving late, but within their appointment time allocation, may receive a shorter consultation due to the arrival of the next booked patient.
Repeated non-attendance will result in your referrer and funder being notified and further appointments withdrawn.
Is there a charge?
- There is currently no co payment required with ACC accepted Hand injuries.
- 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.
- Private treatments charges are $90 per visit up to 30 mins, and if longer will be charged at $180.00 per hour pro rata.
Consumables such as tapes, lotions, exercise equipment etc are available for purchase.
How can I pay for charges?
Payment in full at time of treatment or purchase is appreciated. We accept payment by cash, cheque, Eftpos and credit card. Internet banking details can be provided if required.
Currently our St Johns clinic and Mt Albert clinics do not have Eftpos facilities so accounts will be sent to you for payment.
Do I need to be referred or see the Dr first?
No, we can see self-referred clients directly, just contact us for an appointment. We can refer you for x-rays, specialist opinion or to your GP if requiring further input.
Can I complete an ACC claim with you?
Yes, if your injury is the result of an accident then the appropriate ACC paperwork can be completed and submitted to ACC for consideration, at your first appointment. You will then be notified by ACC if the claim has been accepted.
If it is a gradual process work-related injury claim you will need to see your GP first to lodge the claim.
What do I do if I have any concerns or complaints about my treatment?
Handworks appreciates your feedback and will always follow up any concerns or complaints you have about your treatment.
In the first instance, if you would like to discuss your issue with the Clinical Director please advise the Reception and they will arrange this for you. Alternatively you may prefer to put your concerns in writing – email the Clinic Director, Sarah Waldin. All matters will be dealt with in strictest confidence.