Respectful, professional care at every appointment

This policy applies to the patient, the person making the booking, family members, attendants and any other person present during or communicating about a Superphysio appointment. It applies before, during and after the session, including phone calls, messages and follow-up communication.

Communication with a physiotherapist must relate to the booking, the patient’s condition, treatment or reasonable follow-up care.

The following are prohibited:

• Sexual, romantic, obscene or suggestive comments
• Requests for sexual or unrelated personal services
• Threatening, discriminatory, abusive or intimidating language
• Repeated personal questions unrelated to treatment
• Requests for private photographs, social-media accounts or personal meetings
• Continuing to call or message after being asked to stop

Physiotherapy may involve physical assessment and contact. The physiotherapist should explain the proposed assessment or treatment and obtain the patient’s consent.

Patients may ask questions, communicate discomfort and withdraw consent at any time. Patients and other people present must not touch, restrain, photograph or record the physiotherapist without consent.

The person making the booking must provide an accurate treatment address and maintain a reasonably safe and appropriate environment.

Patients must:

• Provide safe access to and from the home.
• Keep the treatment area clean and reasonably private.
• Secure pets when requested.
• Inform Superphysio if another person will receive treatment.
• Ensure that no person present behaves in a threatening or inappropriate way.
• Not be intoxicated or create a situation in which treatment cannot be provided safely.
• Allow the physiotherapist to end the appointment and leave immediately.

A physiotherapist’s phone number and other information may only be used for the booked appointment and legitimate follow-up care.

Patients must not:

• Share or publish the physiotherapist's personal information.
• Add the physiotherapist to unrelated groups or mailing lists.
• Use the number for romantic, sexual, promotional or unrelated personal contact.
• Contact the physiotherapist through alternate numbers or accounts after being blocked or asked to stop.

Patients must provide accurate information about the person receiving treatment, appointment address, contact details and treatment requirement. A booking may be cancelled if material information is deliberately false or misleading.

A physiotherapist may decline, stop or leave an appointment if they reasonably believe that the environment, communication or conduct is unsafe or inappropriate. The physiotherapist does not have to complete the session before leaving or reporting a concern.

Superphysio will review any related refund or payment matter separately. A refund decision does not determine whether misconduct occurred.

Depending on the seriousness and available information, Superphysio may:

• Warn the user
• Cancel a booking
• Restrict communication
• Temporarily suspend the account
• Permanently remove the account
• Prevent associated accounts from making further bookings
• Preserve relevant booking and payment information
• Cooperate with lawful requests from authorities

Serious misconduct may result in immediate suspension while the concern is reviewed.

Patients may also use Superphysio’s reporting process if they experience inappropriate or unsafe conduct from a physiotherapist. Reports should be made honestly and include the relevant booking information.

Superphysio is not an emergency service. If someone is in immediate danger, contact 112. Online harassment and cybercrime can be reported through the National Cyber Crime Reporting Portal (opens in a new tab).