FAQs

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Do I qualify for ACC?

You can find out more about what is/isn’t covered by ACC here.

Does ACC cover the full appointment cost?

If your discomfort, pain or injury is accepted as an accident by ACC, then they will fund some of your treatment costs. 

* Why the surcharge?

ACC contribute to the rehabilitation of your injury, by providing partial funding for the physiotherapy services offered in this clinic.

Your surcharge pays for provision of accredited, highly skilled and experienced physiotherapists providing quality care in a convenient central city location.

How much will my appointment cost?

Check out our price list here (link to new price list)

Do you do acupuncture?

Yes, we have some physiotherapists who are trained in acupuncture and some who are trained in dry needling.  If you would like dry needling or acupuncture as part of your treatment please make this known when you book your appointment so we can ensure you are booked with one of our physiotherapists who is trained in this area.  Find out more about acupuncture as a treatment technique here

Do I need a referral?

You do not need a referral to access physiotherapy services. 

However some of our services require a GP referral to access funding pathways.

Find out more about how to access funding pathways for the following services below.

Gender Diversity Service

Breathing Service

How long will my appointment be?

Initial appointments (first time seeing us for any new injury) are 40 minutes long.

Follow up appointments are generally 20 minutes long. 

If you have not seen your physiotherapist for longer than 3 months you will need to book in for a 40 minute appointment.

What should I expect from my physio appointment?

Firstly, you will meet our friendly reception team who will ask you to complete a consent to treatment from, and explain whether it will be possible to claim part funding from ACC for you treatment. You can find out more about what is/isn’t covered by ACC here.

Your physiotherapist will then take you through to a private treatment room for your initial assessment. This will be an opportunity for your physiotherapist to get to know you, understand your pain, discomfort or injury, assess the causes, devise a treatment plan and set some goals with you. This will usually start with a physical examination to determine pain sensitive structures and any biomechanical factors. Your physiotherapist will explain everything to you as they go along. Expect to be actively involved in your treatment.

Treatment will often begin by identifying the pain response and addressing any factors identified in the assessment process. We have a large team of physiotherapists who use a range of treatment techniques. Commonly used treatment techniques that our team use include: manipulation, acupuncture, soft tissue release, mobilisation, trigger point release, and strengthening exercises. Treatments will be individualised and directed at returning to full function, e.g. a running programme for a runner.

Usually you can remain fully dressed for you treatment, but if your clothes are restrictive or if your physiotherapist feels it will be beneficial for you to partially disrobe they will discuss this with you. We have gowns and shorts available for you to change into if you are comfortable doing this. We can also provide a chaperone or you are welcome to bring a friend or whanau member with you to your treatment sessions.

Sometimes your physiotherapist may feel you will benefit from an immediate referral for onward investigation. This could be for an ultrasound scan, x-ray or specialist opinion. This will be discussed with you and the appropriate referral made. Sometimes your physiotherapist may try and resolve things by starting treatment, and use the option of onward referral if you aren’t responding as expected and achieving your treatment goals. A skilled Physiotherapist is an expert at understanding when to refer you on for further investigation or opinion.

Within 1-4 sessions most conditions should show some improvement. You should be able to see or feel improvement in your problem. At all times your physiotherapist will have your wellbeing at the heart of their decision making. Your physiotherapist will also be concerned with your long term wellbeing and minimising the likelihood of your injury recurring. This is where you will be asked to actively participate - ensure you understand what exercises are being prescribed and ask as many questions as you need to. As with anything, clients who get the best results are the ones who are really committed to their own recovery.

Can you directly bill my insurance company for my physio appointments?

We have a direct billing arrangement with Southern Cross.  Please provide us with your membership number if you would like us to see if we can direct bill Southern Cross for your physio appointments.

 

We have a direct billing arrangement with Unicare and Allianz for International Students with a valid policy.  

 

If you are an international student and are unsure if your physio sessions will be covered give us a call 0800842749 with your student ID number and we can confirm this for you.

 

For all other insurance providers we are able to send you a full receipt which you can send to your provider to claim back from them direct. 

What happens if I need to cancel my appointment?

Please give at least 12 hours notice if cancelling to avoid fees.  If you call after hours please leave a message as we will clear these first thing in the morning.

 

Ways to contact us?

Call us on 0800842749

Txt us on 0277749746

Email info@willisstreetphysiotherapy.co.nz

What if I want to complain?

Willis Street Physiotherapy Limited appreciates that you are our client.  As part of our continuing service improvement we invite you to give us feedback and make suggestions.  The easiest way to do this is via email to info@willisstreetphysiotherapy.co.nz or if you wish to email the practice manager in directly, you can email amy@willisstreetphysiotherapy.co.nz.

 

If you are unhappy with any part of the service, it is your right to report a complaint and we will endeavor to deal with it sensitively and promptly.

 

Complaints about the treatment provided will be fully investigated by another physiotherapist in this practice, with the involvement of the New Zealand Society of Physiotherapists if this is deemed necessary.

 

If you do not feel we have been able to resolve your complaint to your satisfaction you can escalate to the Health and Disability Commissioner. We will give you full details of how to do this if the complaint reaches this stage.  Leaflets outlining your rights are available for you to take away and the code of rights is displayed in the reception area.

Can I have a chaperone?

We can provide a chaperone or you are welcome to bring a friend or whanau member with you to your treatment sessions. 

 

Your physiotherapist retains the right to say no to this request where they deem it to be disadvantageous to treatment or a safety hazard.

What if english is not my first language? Can I have an interpreter?

As a patient you have the right to have an interpreter. Please ask the receptionist or a staff member for more information. If outside interpreter services need sourcing the costs will be met by you.

How long will my recovery take?

Within 1-4 sessions most conditions should show some improvement. You should be able to see or feel improvement in your problem. At all times your physiotherapist will have your wellbeing at the heart of their decision making. Your physiotherapist will also be concerned with your long term wellbeing and minimising the likelihood of your injury recurring. This is where you will be asked to actively participate - ensure you understand what exercises are being prescribed and ask as many questions as you need to. As with anything, clients who get the best results are the ones who are really committed to their own recovery.

Do you have gender neutral bathrooms at your facility?

Willis Street 

This building has men’s and women’s bathrooms that are shared with other tenants which you are welcome to use.

Choose a key card from the bookshelf in the waiting area.  The bookshelf is labeled “Wharepaku”. Read the instructions on the sign for directions to the bathroom and how to access them with the key card.

The women’s bathroom is located outside the clinic door to the left and then into the stairwell. Enter the code on the back of the card to enter and hold the card on the scanner to exit.

The male’s bathroom is located down the end of the hall at the opposite end of the building, make a hard left and enter the stairwell. Enter the code on the back of the card to enter and hold the card on the scanner to exit. Please return the key card after use. 

If you would prefer to use a gender neutral bathroom, these are available across the road in the Press Hall (across the road from our clinic on Willis Street).

 

Kelburn/Northland 

The bathrooms are located through the waiting area, past the reception; turn right and they are located at the end of the corridor. The patient bathrooms are gender neutral and disability friendly.

Waiteata Road @ Vic University

There are male and female bathrooms located down the stairs and to the left. There are also bathrooms located at the Rec Centre and The Hub and there are gender neutral bathrooms within Student Health on the ground floor of the Student Union building. 

Te Auaha

When you come out of the lift on Level 5, the toilets are located on the right hand side. All toilets are gender neutral. 

Do your clinics have disabled access?

Willis Street 

The clinic has full disabled access. There is flat access to the lift from the street. There is then flat access from the lift into the clinic.

 

Kelburn/Northland

There are two disabled car parks and flat paved access to the medical centre, with automatic doors (no steps required).

 

Waiteata Road @ Vic University

There are two mobility car parks very near the clinic, however this clinic has a small step to enter the building, which may cause difficulty for wheelchair access.  Please give reception a call for alternative clinic locations or help accessing the building 0800842749. 

 

Te Auaha

This clinic has full disabled access. There is flat access to the lift from the street and then flat access from the lift to the clinic. 

Where can I park?

Willis Street 

The closest public parking building is Lombard parking building on Bond St (off Victoria Street). 

Kelburn Northland Medical 

There are eight car parks for the use of patients visiting the Medical Centre. Two are immediately in front of the doors and six are at the southeast end of the car park. These are clearly marked, they are free. You will need to register your number plate at reception.

Waiteata Road 

There is on street parking for 2 hours on Kelburn Parade.

Te Auaha 

The closest public parking building is Lombard parking building on Bond St (off Victoria Street). 

Martinborough 

There is ample parking on the road side.

What are your opening hours?

Monday: 8am - 5pm

Tuesday: 8am - 6pm

Wednesday: 8am - 6pm

Thursday: 8am - 6pm

Friday: 8am - 5pm

 

If you need urgent medical assistance out of hours telephone your GP surgery who will advise you of your nearest emergency medical clinic.

What do I do if there is an emergency?

In case of emergencies the building alarm will sound. Walk to the stairwell immediately not stopping to gather personal items. Please do not use the lifts – Meet at the assembly area as directed by your staff member and remain there until wardens give the ok to re-enter.

What do I do if there is no administration at the clinic?

At our satellite clinics, there is no reception present. When you arrive for your appointment just take a seat in the waiting area and your physiotherapist will come out and greet you for your appointment.

 

At some of these sites we have mobile EFTPOS machines where the physiotherapist will be able to take your payment. If there is no machine present, our administration team will send you an invoice to be paid online.