Effective 11 September 2026.
Pivotal Motion Physiotherapy Pty Ltd (ABN 21 155 577 834) offers telehealth physiotherapy consultations. Please read this page before you book one.
Telehealth is not for emergencies
If you are experiencing a medical emergency, call 000 or go to your nearest emergency department. Do not book a telehealth appointment and do not wait for one. Our practitioners cannot respond to emergencies remotely.
1. What a telehealth appointment is
A telehealth appointment is a consultation with a registered physiotherapist, held by live video over the internet. It can include discussion of your symptoms and history, observation of your movement through the camera, advice, exercise prescription and planning your next steps.
Your practitioner has the same professional, privacy and record keeping obligations for a telehealth appointment as for one at our clinic.
2. What telehealth cannot do
Telehealth has real limitations you should understand before you book.
- There is no hands on assessment. Your practitioner cannot feel joints, muscles or swelling, cannot perform manual tests of movement, strength or joint stability, and cannot examine you physically.
- There is no hands on treatment. Manual therapy, joint mobilisation, massage, dry needling and taping cannot be delivered remotely.
- Your practitioner only sees what the camera shows. Camera angle, lighting, clothing, video quality and the size of your space all limit what can be observed, and some things will not be visible at all.
- Assessment is therefore less precise, and some conditions cannot be assessed adequately by video at all.
Telehealth is not equivalent to attending the clinic in person, and it is not suitable for every person or every problem.
3. When telehealth may not be appropriate
Telehealth is generally not appropriate if you have:
- a new, severe or rapidly worsening injury, a suspected broken bone or dislocation, or a significant head injury
- any of the emergency symptoms listed in our Clinical Information Disclaimer
- a condition that requires hands on assessment or treatment to manage safely
- a high risk of falling, and no one else present who can assist you
- no safe, private space, or no reliable device and internet connection
- difficulty seeing, hearing or using the technology, without support available
If you are unsure, please phone us on (07) 3352 5116 before booking.
4. Your practitioner may require an in person appointment
Your practitioner will assess whether telehealth is clinically appropriate for you, both before and during the session.
If your practitioner decides it is not appropriate, or that they cannot safely or adequately assess or treat you by video, they will tell you. They will then end or shorten the session, and recommend an in person appointment or refer you to your general practitioner, an emergency department or another health professional as appropriate. This is a clinical safety decision.
5. Technology
You will need a device with a working camera, microphone and speaker, and a stable internet connection. You are responsible for your own device, software, internet access and any data costs.
Technology can fail. Calls drop, video freezes and audio is lost. We cannot guarantee a session free from technical interruption. If your appointment cannot go ahead because of a technical problem, we will contact you to reschedule it.
6. Your environment and staying safe
During a telehealth appointment you are physically alone. Your practitioner cannot steady you, support you or catch you. Please set your space up so that you can move safely.
Before your appointment:
- choose a room with enough clear floor space to move safely, and move away trip hazards, rugs, cords and furniture
- have a stable chair, bench or wall within reach for support
- wear suitable clothing and footwear, and have water nearby
- position your device so your practitioner can see the whole movement being assessed
- have another adult present or nearby if you are unsteady on your feet, recovering from surgery or at risk of falling
During your appointment, stop straight away and tell your practitioner if you feel pain, dizziness, faintness, shortness of breath, chest discomfort or any symptom that worsens. If you feel unsafe at any point, stop. Tell your practitioner about anything in your space that makes an exercise difficult, so they can change it or move you to an in person appointment.
At the start of each session your practitioner will confirm your identity, your current physical address and an emergency contact, so help can be directed to you if something goes wrong. Please give this accurately.
7. Privacy and confidentiality
Please take your appointment somewhere private, where you will not be overheard, and tell your practitioner if anyone else is present or can hear the session.
Please do not record, photograph or screenshot any part of your appointment without your practitioner’s consent. Information from the appointment is recorded in your clinical record and handled under our Privacy Policy.
8. Fees, funding and rebates
We will tell you the fee for a telehealth appointment before your appointment goes ahead. Whether one attracts a rebate, or can be funded through WorkCover Queensland, the NDIS, DVA or your private health fund, depends on your circumstances and on that scheme’s rules, which change from time to time. Please confirm your eligibility with us and with your fund before you book.
9. Consent
By attending a telehealth appointment you confirm you have read this page, accept the limitations in it, and consent to receiving physiotherapy services by video. You can decline telehealth, or stop a session, at any time and for any reason. That will not affect your ability to be seen at the clinic.
10. Your rights
Nothing on this page excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law, or under any other law, that cannot lawfully be excluded, restricted or modified. You have rights under the Australian Consumer Law that we cannot take away, including the guarantee that services are supplied with due care and skill. That guarantee applies to a telehealth appointment in the same way it applies to an appointment at the clinic.
Where the law does allow us to limit our liability, we limit it only to the extent the law permits.
Pivotal Motion Physiotherapy
240 Enoggera Road, Newmarket QLD 4051
Phone: (07) 3352 5116
Email: admin@pivotalmotion.com.au
