Frequently Asked Questions

We have answered the most commonly asked questions about our clinic. If you have any questions, please feel free to call us on (02) 9958 7935. You can also email admin@khbalancetherapy.com.au if you have further questions that need answering.

Information regarding COVID-19
Our COVID-Safe Procedures:
All common areas, treatment rooms and equipment are cleaned and disinfected between client consultations. Appointment times are staggered between clients to allow for this.

The treatment room has open windows and fans or air-conditioner on to allow ventilation during sessions.

Clients are asked to wear a mask during consultations, unless medically exempt. Therapist wears a N95 face mask at all times and regularly washes or sanitises her hands. In addition to the above, therapist and admin staff regularly screen with Rapid Antigen Tests.
What can I expect at the initial consultation?
The initial appointment usually takes about an hour, depending on the nature of the symptoms. A detailed history is taken first, and then clinical tests are conducted. This allows the physiotherapist to diagnose and treat the likely cause of the problem. You are then educated and advised as to its management and the anticipated recovery process. Treatment begins on the first visit.
How many appointments will I need?
Every person is different. The number of sessions required depends on the cause of the symptoms and how you respond to treatment. The physiotherapist will inform you of the expected number of sessions required and their frequency during your first consultation. This may change according to how you respond to treatment.
Do you process private health insurance claims?
We have HICAPs facilities and can process a private health insurance claim for those with Extras cover. There is likely to be a gap payment. The gap amount is dependent on your insurer and your level of extras cover. You can check the gap amount with your insurer. The initial consultation item code is 500, and the follow-up consultation code is 505.

Credit Card or EFTPOS payments are welcome. Sorry, no AMEX.
Do you accept Enhanced Primary Care Plan (EPC)/Chronic Disease Management Plans?
Yes, Enhanced Primary Care Plan (EPC)/Chronic Disease Management Plans are accepted.
Please note that we do not bulk bill, so the total amount needs to be paid at the time of your appointment. The HICAPs facility allows the processing of Medicare EPC/Chronic Disease Management Plan claims if you have a debit card, Medicare card and the referral form. The refund can be made into the account attached to your debit card.

If you do not have a debit card, Medicare card and the EPC referral form, a receipt can be provided, which you claim online through Medicare or claim in person at Medicare. The standard EPC rebate from Medicare is currently $55.10.

You cannot claim through both private health and Medicare EPC.
Can I claim with Medicare? If so, how much will I get back?
Generally, treatment is not claimable with Medicare. We are not a bulk-billing practice.

However, if your GP has provided you with an Enhanced Primary Care Plan (EPC)/Chronic Disease Management Plan dated before your appointment, you can claim a rebate from Medicare. Your GP decides whether you are eligible for an EPC.
What are the treatment costs?
  • Initial Consultation (60 minutes) $200
  • Follow Up Appointment (30 minutes) $115
  • Long Follow Up Appointment (45 minutes) $165

We accept cash, or you may use the EFTPOS/credit card facilities (sorry, no AMEX) and claim through private health if you have extras cover.

There are reduced rates for people with pensioner cards. 

Do I need a referral?
No medical referral is required for private patients. However, a referral is required if the Department of Veterans Affairs covers you. 

The clinic doesn’t routinely treat Work Cover or Third Party Insurance claims. Please get in touch with the practice to discuss your potential appointment before booking the appointment. 

If you have been given a referral, please bring it to your appointment along with any other relevant reports or test results.
What should I bring or wear to the appointment?
If you have a referral from a doctor, please bring this with you. Bring other relevant information such as:
  • Hearing test results
  • Vestibular function test results
  • X-rays, CT/Ultrasound/MRI scans and reports
  • Specialist letters or reports
  • Medication list
If you are a member of a private health fund, please bring your private health fund card.

Please wear flat shoes (or have socks) and comfortable clothing to your appointment. Some women prefer to wear a thin strap singlet under their clothes if they are coming for neck treatment. 
Will I feel sick after the appointment?
While the physiotherapist tries to minimise discomfort for the client, you may be required to move into positions during the assessment and treatment which provoke dizziness and sometimes nausea. If you are concerned or have a history of motion sickness and vomiting, we recommend taking an anti-nausea medication about 30 minutes before your appointment or having some anti-nausea medication with you, if needed for after the session.
Can I drive to my appointment and park nearby?
It is usually best if you have someone else drive you home from your initial appointment.

Conveniently, there is a free 2-hour council parking area close to the clinic on Mowbray Road. Check transport NSW journey planner for your public transport options.
What if I need to cancel my appointment?
Please call (02) 9958 7935 to notify the practice if you need to cancel your appointment. Cancellation fees may apply if less than 24-hour notice is given.
Contact us
The clinic is operating as an essential health service under current COVID-19 guidelines. All treatment areas and equipment are disinfected between consultations.

Please note that masks are mandatory for patients during consultation, unless medically exempt.

ANY QUESTIONS? Give us a call on (02) 9958 7935






156 Mowbray Road
Willoughby NSW 2068

Ph: (02) 9958 7935
Fax: (02) 9967 5616