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ALL Private Health funds are welcome at Northside Hand & Upper Limb Clinic for processing at our Brendale Clinic, including: BUPA, Medibank Private, AHM, NIB, Australian Unity, HCF, CBHS, CUA, HBF and many more.

Before your appointment

  • If you have a referral, please bring it to your first appointment as it will help our Therapist to better understand your needs. Referrals can be completed by your GP, Specialist or an Allied Health professional.
  • Should you have X-rays, doctor's reports, scans or other relevant information, please bring these with you to your first appointment.
  • Please arrive five minutes early to complete your paperwork.
  • New patients should allow 45 minutes for their first appointment. This allows the Therapist to assess your injury/condition in full and answer your questions that you may have at the time.
  • Please refer to your Insurer to enquire about the level of cover you have prior to your appointment time. Some of our Hand Therapists are Occupational Therapists and some are Physiotherapists, so it may assist if you enquire about your level of cover prior to making your appointment.

WorkCover claims & similar

WorkCover Qld is one of several groups offering insurance to injured workers who have been injured at work under QComp legislation. Some companies such as QANTAS, Woolworths, InjuryNet (for Coles/Myer group), and Arnotts Biscuits deal direct with their injured worker but still abide with QComp legislation. Therefore the following generally applies to all such third party guarantors.

WorkCover Qld patients need a referral from their GP or Specialist. In addition to the above, please bring the following to your first appointment:

  • Claim number
  • WorkCover Medical Certificate issued by your GP - Bring the most current certificate and ensure it is current with dates that cover your off work or treatment time.

Department of Veteran Affairs

In addition to any of the above, please bring the following to your first appointment at Northside Hand & Upper Limb Clinic:

  • DVA patients require a referral from their GP.
  • DVA card number

EPC (Enhanced Primary Care) / Team Care arrangement *

Should you have either of these from your GP for Northside Hand & Upper Limb Clinic, please bring a copy of this with you to your first appointment and be sure to let our Administrative staff know.

Please note that the EPC will indicate which type of therapist is authorised to treat you, so make sure that if it specifies, for example Occupational Therapist, and that you inform our Reception staff and are booked in to see a Hand Therapist that is specified that your EPC will cover. We understand that this can be a little difficult to get right, so please ask our Reception staff to help you make an appointment that is with the right person for your cover.

We are able to process the scheduled medicare rebates * directly into your cheque or savings account on presentation of your Medicare card only at our Brendale Clinic. EPC patients may be eligible to be reimbursed a percentage or rebate amount of the consultation cost from Medicare. Consumables (additional items/products) used for treatment are not eligible for the rebate.

Payment is required immediately after the consultation and can be paid via Eftpos, cash or credit card. Rebates are then paid directly into a cheque or savings account after full payment of the consultation.

* Please refer to Medicare Australia for eligibility details and rebate amounts.

Health Care rebates

  • If you have “extras” cover, your consultation cost from Northside Hand & Upper Limb Clinic may be claimable as Occupational Therapy with your Private Health Insurer. Alternatively, if you only have Physiotherapy cover you can make an appointment with our Physiotherapist that specialises in Hand Therapy and claim under your Physiotherapy allocation. Please ask our Administrative staff for details.
  • Should you require a custom made splint(s), this may be claimable through your private health depending on the company you are with and your level of cover. Please refer to your Insurer to enquire about the level of cover you have prior to your appointment time.

After your appointment

  • Our Reception staff will process your payment and make your follow up appointment(s) for you. If you are a WorkCover patient or a DVA patient, you will need to sign a form to say you attended your appointment.

Cancellation Policy

We require 24 hours notice prior to your appointment should you need to cancel otherwise a cancellation fee may apply.

This allows us to fill that appointment with another patient that may also require treatment.

Our priority is to make sure you get the treatment you require, so we are more than happy to reschedule your appointment to an alternative day/time to ensure you are still receiving the treatment you need.

We will endeavour to send a text message reminder or have one of our friendly Reception staff call you to remind you about your appointment and to give you the opportunity to let us know if you are unable to attend.

Privacy Policy

We value the privacy of all our patients. Patient’s personal health information will not be sold by this practice to marketing companies.

All information about patients held at our clinics is kept in the strictest confidence. Northside Hand & Upper Limb Clinic typically requires a range of ‘personal information’ in order to carry out its business. ‘Personal information’ is essentially information from which you can be identified. This Privacy Policy explains the clinic’s approach to the handling of personal information, and how we comply with our privacy obligations.

Northside Hand & Upper Limb Clinic remains committed to the Privacy Amendment (Private Sector) Act 2000. If you provide us with information about your health, we strive to ensure that our handling of that information complies with applicable State and Territory health records legislation.

Northside Hand & Upper Limb Clinic collects personal information from it’s clients, contractors, employees, and people we do business with.

This information is needed so that we can provide clients with personalised health services; and conduct our business. Business matters include administering: accounts, charging fees, and communicating with our clients and business contacts.

The personal information we collect about our clients includes:

1) Identification Information, including each client's name, address, contact details including telephone numbers, and date of birth. Email addresses are, and have always been, collected with the proviso that you are happy to provide your email address so that we may contact you at any time in the future.

2) Health information, including injured areas, nature of your problems, and other such information required in the course of treatment. Only that health information which is relevant to your health care is collected.

Personal information is needed to provide professional health services, and is collected from: phone conversations with our staff when patients make their initial appointment via phone or in person; application forms; when clients attend our clinics; and when clients communicate with us through our website.

We also collect:

- Business Contact Information from and about our suppliers and other people we do business with. This information is needed so that we can manage our business.

As indicated, we use personal information to provide health services, to manage and administer client accounts, and to operate our business.

For example, if you are a client, we will use your personal information to process your registration, charge your treatment fees and administer your account. We will also use your personal information to communicate with you, including answering any enquires you may have. We typically use patients’ mobile phone contact numbers to send SMS reminder calls about future appointments. If patients prefer, we will strive not to do so and instead make a verbal phone call reminder or no reminder. All such reminders from our clinic should be regarded only as our ways of helping you; however the final responsibility for attending your appointments or notifying us of future cancellations/postponements with at least 24 hours notice remains with you, the patient.

On rare occasions, Northside Hand & Upper Limb Clinic shares patient’s personal information with others. Like most businesses, sometimes we outsource or "contract out" specific health services from time to time, and this may mean that our contractors see your personal information. For instance, sometimes we may engage IT contractors to maintain our databases. All our contractors are subject to strict confidentiality obligations. That means that they are authorised only to use personal information in order to provide the services, or to perform the functions, required by us. Since November 2019 we have moved to ‘cloud’ based software for our clinical and accounting software needs. These programs are called Cliniko and Xero respectively. We have great confidence in their ability to treat all of our data in a secure and confidential manner. Here is a link to the privacy policy of Cliniko: https://www.cliniko.com/policies/privacy/, and here is the similar link for Xero https://www.xero.com/au/about/legal/privacy/

We will disclose personal information if we are under a legal requirement to do so, such as being ordered by a court, or if required under legislation, or if an authorised request is made from a law enforcement agency.

Northside Hand & Upper Limb Clinic tries to ensure that all the personal information that we hold about patients is accurate, complete and up-to-date.

Northside Hand & Upper Limb Clinic takes reasonable steps to ensure that the personal information we hold is stored in a secure environment, and protected from unauthorised access, modification or disclosure. We remind our staff and contractors of the importance of storing personal information in a secure way, and to treat it like confidential information.

Generally, Northside Hand & Upper Limb Clinic will handle personal information collected online consistently with the way that it handles personal information collected offline. Other matters specific to the handling of personal information online are set out below.

1) Email/SMS marketing

We will not email or SMS you marketing material unless you have consented to this verbally or in writing or by contacting us digitally through means such as email. This is a requirement of the Spam Act 2003. Further, you can unsubscribe from our e-newsletter or other bulletins by using the "unsubscribe" facility contained in each electronic publication we send.

2) Website security policy

Our websites incorporate up-to-date technology to optimise the security of your personal information.

If you have any questions or concerns about privacy or this Privacy Policy, please contact us in one of the following ways:

1) Provide a written request or written complaint at one of our clinics;

2) Send correspondence to: Director, Privacy Policy, IceFire Physiotherapy, P.O. Box 618, Albany Creek Qld 4035;

3) Phone: 07, 3205 7019;

4) Send an email via our Contact Us page. 

This Privacy Policy applies to IceFire Physiotherapy, related clinics such as Northside Hand & Upper Limb Clinic, our employees and contractors. Northside Hand & Upper Limb clinic and / or IceFire Physiotherapy may change its Privacy Policy at any time. This Privacy Policy was last updated in January 2020.