For physiotherapists
You are always in control of the bookings you accept
No booking, payout or patient rating is more important than your safety. You can decline a booking or leave a session if you feel uncomfortable.
Step by step
Before, during and after a home visit
These are practical habits that experienced home-visit physiotherapists rely on. Nothing here replaces your own judgement about a booking.
Before accepting a booking
- Review the patient's name, locality, treatment need, appointment time and all information available in the booking.
- Confirm that the locality is within your selected service areas.
- Decline the booking if the address, timing or information does not feel appropriate.
- Do not accept a change of address sent informally. Ask the patient to update the official booking.
- Keep communication focused on the appointment and the patient's treatment needs.
- Do not share your residential address, personal social-media profile or unnecessary personal information.
Before leaving for a home visit
- Recheck the patient's name, address and appointment time.
- Keep your phone sufficiently charged.
- Share the visit details with a trusted person when you consider it appropriate.
- Carry only the equipment required for the appointment.
- Avoid carrying unnecessary cash or valuables.
- Contact Superphysio if important booking information appears inaccurate.
At the patient's home
- Confirm the identity of the patient or family member who made the booking.
- Assess whether the treatment area is appropriate and safe.
- Explain the assessment or treatment before beginning.
- Obtain consent before physical assessment or treatment.
- Maintain professional boundaries throughout the session.
- If an unexpected person, unsafe condition, intoxication, threat or inappropriate request makes you uncomfortable, you may refuse to begin or may end the session.
In the moment
If you feel uncomfortable or unsafe
End the interaction
You do not need to argue, justify your decision or finish the session.
Leave the location
Move to a safe or public place if possible.
Contact emergency assistance when needed
If there is an immediate threat, call 112. Women seeking assistance may also call 181.
Preserve relevant information
Keep screenshots, call details, messages, booking information and a short factual account of what occurred.
Report the booking
Use the Superphysio reporting form so that we can restrict contact and review the patient's account.
Examples
Examples of reportable conduct
- Sexual, romantic or obscene comments
- Unwanted touching or requests
- Threats, intimidation or aggression
- Repeated contact after being asked to stop
- Attempts to obtain personal information
- Recording or photography without consent
- Deliberately false identity or address information
- Intoxication or an unsafe home environment
- Attempts to prevent the physiotherapist from leaving
- Any conduct that makes the physiotherapist reasonably fear for their safety
After you report
What Superphysio does after a report
- A genuine safety report will not negatively affect your profile visibility or account.
- We review the booking and the information provided by the reporter.
- Where appropriate, we restrict further contact while the matter is reviewed.
- We may request additional evidence or clarification, but we will avoid asking you to unnecessarily repeat your experience.
- Depending on the available information, we may warn, restrict, suspend or permanently remove the reported account.
- We may preserve relevant platform records for lawful investigation.
- We will not publicly identify you or share details of your report without permission, except where required by law.
Your responsibilities
Everyday professional safety
Safety also depends on professional conduct from physiotherapists. Always:
- Communicate respectfully.
- Explain treatment and obtain consent.
- Protect patient confidentiality.
- Use patient contact information only for treatment and booking purposes.
- Avoid romantic, sexual or inappropriate personal communication.
- Do not photograph or record a patient without informed consent.
- Keep appointments and payment activity recorded through Superphysio.
Something did not feel right?
You can report a concern even if the session was cancelled, never started or happened some time ago.