Frequently Asked Questions

Health Hub FAQs

New to the Health Hub? Here are our most frequently asked questions.

Do I need a doctor’s referral to use a provider?

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No, a doctor’s referral is not necessary to use any of our providers’ services.

Is the cost of my service claimable under my private health insurance?

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Yes, all our services may be claimable through your private health insurance (most optometrist services are bulk-billed to Medicare). Check your policy for details on benefits and limits on your extras cover on Member Services Online.

How quickly can I get my first appointment?

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You should get an appointment the same day or within 48 hours of your call.

How often do I need to attend the service?

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Ultimately the choice is yours, however, the provider will advise you in their professional experience on the number of treatments you will require.

What should I bring to my appointment?

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For your first visit, it’s a good idea to bring the following:

  • A list of any medications and allergies along with your medical & surgical history,
  • Any relevant scans or reports;
  • Your Private Health Insurance card (if you have extras cover)
  • A referral, if you have one
  • Questions are always welcome and best time to ask is during your appointment
  • Your Medicare card

How long does an appointment take?

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Dental standard appointment is 30 minutes

Optometry standard appointment is 20 minutes

Massage appointment can be made for 30 minutes or 1 hour depending on the treatment required

Physiotherapy standard appointment is 30 minutes

Podiatry appointments can be made for 30 minutes or 1 hour depending on the treatment required

Audiology standard appointment is 40 minutes

What can I expect when I have my first appointment?

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Before your appointment, you need to complete a medical history form, which you will receive when you check in (excluding optometry and audiology).

Physiotherapy: Initially the therapist will ask a number of questions and allow you to describe the symptoms in as much detail as possible for a subjective examination. Next, the therapist will examine you physically so it is important you wear suitable clothing. Following the assessment, the therapist will discuss their findings, cause of the problem and a treatment plan. The therapist will then start the treatment for your condition and give you a home exercise program to assist your recovery.

Massage: The therapist begins by asking general questions to establish what areas you would like worked on, if there are any conditions to address, and will then determine if massage is appropriate for you. The therapist may evaluate your condition and see if you have any pressing complaints. Massage therapists are not legally permitted to diagnose specific problems; this should be done by your GP or physiotherapist.

What do I wear for allied health appointments?

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Your physiotherapist and massage therapist will require you to remove enough clothing to be able to view and assess the problem area. If the problem is with your upper body you would need to remove your shirt and for your lower body you would need to remove your pants, so wear suitable underwear or bring a pair of shorts if you wish. If you are seeing a podiatrist it’s a good idea to bring in you work shoes, running shoes or gym shoes for assessment.

What do I do when I cannot attend an appointment?

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We understand that life sometimes gets in the way of appointments which is why we provide reminders before your appointment. If you miss your appointment and don’t let us know, we may charge you a fee.

What are the payment options?

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You can pay by EFTPOS, MasterCard or Visa, and we have HICAPS so you can claim your health fund rebate right away.

For most services, you simply pay the full amount (minus your rebate) at the end of your treatment. However, major dental work requires a 50% deposit after your first appointment.

Is there disabled parking and access?

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Yes

Is there parking?

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Yes, parking is available in Surman Lane (off Baxter Street) and Misterton Street.

Dental FAQs

Quality Commitment

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Accreditation

Dental complaints and concerns

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While our professional dental team strives to provide you with the highest quality of care and service, there may be occasions when we don’t meet your expectations. Our work comes with a one-year warranty provided you’ve kept up with regular check-ups and oral hygiene practices (at home or at the clinic) and have not contributed to the failure of the work in any way.

If you feel dissatisfied with treatment you’ve received, you should first discuss the matter with your treating dentist.

After this discussion, if you wish to take the matter further, please contact our Dental Manager, Joseph Le-Kim to discuss your concerns.

If the matter is still unresolved, you may wish to contact the Australian Dental Association (ADA) Community Relations Officer, or the Health Quality and Complaints Commission (details below). Both officers have conciliatory roles in trying to resolve the situation to the satisfaction of all parties.

Contact us

Phone: 1300 709 076 (local rate)
Email: enquiries@tuh.com.au
438 St Pauls Terrace, Fortitude Valley QLD 4006
PO Box 265 Fortitude Valley QLD 4006 

TUH Complaints Officer: (07) 3259 5821
TUH Dental Manager: (07) 3259 5863; Email: dental.enquiries@tuh.com.au

Australian Dental Association

Telephone: (02) 9906 4412
PO Box 520, St Leonards NSW 1590
Fax: (02) 9906 4917

Health Quality and Complaints Commission

Telephone: (07) 3120 5999
Free call 1800 077 308 (outside Brisbane)
Email: info@hqcc.qld.gov.au
GPO Box 3089, Brisbane QLD 4001
Fax: (07) 3120 5998 

Optical FAQs

What should I bring to my appointment?

See answer

For your first visit, it’s a good idea to bring the following:

  • A list of any medications and allergies along with your medical & surgical history,
  • Any relevant scans or reports;
  • Your Private Health Insurance card (if you have extras cover)
  • A referral, if you have one
  • Questions are always welcome and best time to ask is during your appointment
  • Your Medicare card

What should I expect?

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We strive to make your first experience with the Health Hub pleasant. We suggest new patients arrive early.

You will be welcomed by our friendly staff at reception. Once settled, feel free to explore by trying on some glasses in optical or have a free cup of coffee, water and enjoy wi-fi while you wait for your appointment

What will happen during my first appointment?

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Our optometrist will discuss your visual needs with you, measure your vision and prescribe glasses specific to your visual needs. Should you need glasses, we will guide you through the frame selection process and organise any additional tests as required and if necessary prescribe glasses specific to your visual needs.

Physiotherapy FAQs

Why are health funds no longer covering Pilates from 1 April 2019?

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Under new government legislation Health Funds can no longer pay benefits for stand-alone Pilates classes.  However, we are allowed to pay for group physio classes with a qualified Physiotherapist or Exercise Physiologist that includes, but is not made up exclusively of, exercises or techniques drawn from Pilates.  The group classes must be targeted to manage or prevent a specific disease, injury or condition.  For health funds to pay you must have an active treatment plan with your Physiotherapist or Exercise Physiologist.

What is a Treatment Plan?

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A detailed plan with information about a patient’s condition, the goal of treatment, the treatment options for the condition, and the expected length of treatment.

Is the Group Physiotherapy class the same as Pilates?

See answer

Our Group Physiotherapy classes, previously known as Pilates, are tailored to each patient. Your Physiotherapist will assess you and based on your condition they will design a treatment plan for your class. This will include regular review appointments. Our classes have always utilised some Pilates techniques however they are used in conjunction with other exercises under the guidance of a Physiotherapist which differs from a traditional Pilates class.

Will there be any changes to the cost of these classes?

See answer

The cost of these classes will remain the same for now. Each class is $33. Your out of pocket expenses will be determined by the level of your private health insurance cover. If you reach the benefit limit allowed for these services you will be charged $18 per class with no further private health insurance benefit available.

Why do I need a regular review appointment?

See answer

Reviewing your progress is an essential part of your treatment plan. This involves 30-minute appointments every 3-6 months so your Physiotherapist can assess progress and make any necessary changes to your treatment plan.

I currently do Pilates at The Health Hub. How will I know if I can use my PHI benefits for Group Physiotherapy classes?

See answer

If you attend a current class, please speak with your physiotherapist regarding your treatment plan.

What conditions are eligible for a Treatment Plan?

See answer

Any musculoskeletal condition where evidence shows that exercise-based treatment with a Physiotherapist is recommended.

Can I still participate in a group class for general fitness?

See answer

Yes! You are still able to attend a group class if you don’t have a condition requiring a treatment plan. There will be a charge of $18 per class with no private health insurance benefit available.

I am new to Group Physiotherapy. How to get a treatment plan?

See answer

You will need to have an initial appointment with one of our Physiotherapists. In this 30-minute appointment you will be assessed and, if appropriate, a treatment plan will be designed for you.

What should I wear to my appointment?

See answer

As a general guide, it is a good idea to wear comfortable clothing that isn’t too restrictive and allows flexibility in movement.

What should I bring to my appointment?

See answer

For your first visit, it is a good idea to bring a list of any medications and allergies along with your medical & surgical history, any relevant scans or reports and your Private Health Insurance card (if you have extras cover).

What will happen during my first appointment?

See answer

Initially, our therapist will ask a number of questions and allow you to describe the symptoms in as much detail as possible for a subjective examination. Next, you will receive a physical examination so it is important you wear suitable clothing. Following the assessment, the therapist will discuss their findings, cause of the problem and a treatment plan ideal for you. You will then start the treatment for your condition with our therapist and receive a home exercise program to assist your recovery.

Pilates FAQs

Why are health funds no longer covering Pilates from 1 April 2019?

See answer

Under new government legislation Health Funds can no longer pay benefits for stand-alone Pilates classes.  However, we are allowed to pay for group physio classes with a qualified Physiotherapist or Exercise Physiologist that includes, but is not made up exclusively of, exercises or techniques drawn from Pilates.  The group classes must be targeted to manage or prevent a specific disease, injury or condition.  For health funds to pay you must have an active treatment plan with your Physiotherapist or Exercise Physiologist.

What is a Treatment Plan?

See answer

A detailed plan with information about a patient’s condition, the goal of treatment, the treatment options for the condition, and the expected length of treatment.

Is the Group Physiotherapy class the same as Pilates?

See answer

Our Group Physiotherapy classes, previously known as Pilates, are tailored to each patient. Your Physiotherapist will assess you and based on your condition they will design a treatment plan for your class. This will include regular review appointments. Our classes have always utilised some Pilates techniques however they are used in conjunction with other exercises under the guidance of a Physiotherapist which differs from a traditional Pilates class.

Will there be any changes to the cost of these classes?

See answer

The cost of these classes will remain the same for now. Each class is $33. Your out of pocket expenses will be determined by the level of your private health insurance cover. If you reach the benefit limit allowed for these services you will be charged $18 per class with no further private health insurance benefit available.

Why do I need a regular review appointment?

See answer

Reviewing your progress is an essential part of your treatment plan. This involves 30-minute appointments every 3-6 months so your Physiotherapist can assess progress and make any necessary changes to your treatment plan.

I currently do Pilates at The Health Hub. How will I know if I can use my PHI benefits for Group Physiotherapy classes?

See answer

If you attend a current class, please speak with your physiotherapist regarding your treatment plan.

What conditions are eligible for a Treatment Plan?

See answer

Any musculoskeletal condition where evidence shows that exercise-based treatment with a Physiotherapist is recommended.

Can I still participate in a group class for general fitness?

See answer

Yes! You are still able to attend a group class if you don’t have a condition requiring a treatment plan. There will be a charge of $18 per class with no private health insurance benefit available.

I am new to Group Physiotherapy. How to get a treatment plan?

See answer

You will need to have an initial appointment with one of our Physiotherapists. In this 30-minute appointment you will be assessed and, if appropriate, a treatment plan will be designed for you.

What should I wear to my appointment?

See answer

As a general guide, it is a good idea to wear comfortable clothing that isn’t too restrictive and allows flexibility in movement.

What should I bring to my appointment?

See answer

For your first visit, it is a good idea to bring a list of any medications and allergies along with your medical & surgical history, any relevant scans or reports and your Private Health Insurance card (if you have extras cover).

How do I make an appointment?

See answer

Pilates classes can be booked online, over the phone or in person and bookings can be made up to one month in advance at monthly intervals.

A physiotherapy assessment is required prior to commencing Pilates classes so that we can tailor a programme to your individual needs.

What will happen during my first appointment?

See answer

During an initial appointment, our specialist will ask you to describe any current problems or complaints you may have. They may follow up with a number of different questions that aim to help get a better picture of your symptoms and concerns. An explanation of findings will usually follow along with any initial treatment, advice, and follow-up recommendations as required.

Questions are always welcome and the best time to ask is during your appointment.

What is the cancellation policy?

See answer
  • All classes need to be cancelled either online or by phone by 4:00pm the previous day, to allow other participants to book in for the following morning classes.
  • Individuals who fail to attend or fail to cancel their appointments will automatically be charged a full rate of $22.

These charges are being implemented to help improve and satisfy client demand and allow continuity of exercise participation for all involved.

Massage FAQs

What should I wear to my appointment?

See answer

Your massage therapist will require you to remove enough clothing to be able to view and assess the problem area. If the problem is with your upper body you would need to remove your shirt and for your lower body you would need to remove your pants, so wear suitable underwear or bring a pair of shorts if you wish.

What should I bring to my appointment?

See answer

For your first visit, it is a good idea to bring any relevant scans or reports you may have and your private health insurance card if you have extras cover.

How long will an appointment take?

See answer

A massage appointment can be made for 30 minutes or 1 hour depending on the treatment required.

What will happen during my first appointment?

See answer

Our massage therapist will begin by asking general questions to establish what areas you would like worked on, if there are any conditions to address, and will then determine if massage is appropriate for you. They may also evaluate your condition and see if you have any pressing complaints. Massage therapists are not legally permitted to diagnose specific problems; this should be done by your GP or physiotherapist.

Questions are always welcome and the best time to ask is during your appointment.

Podiatry FAQs

What should I wear to my appointment?

See answer

As a general guide, it is a good idea to wear comfortable clothing that isn’t too restrictive and allows the clinician to easily see your feet, ankles, and knees. Try to pick tights, socks or hosiery that you can remove easily without having to get changed. Sports shorts or pants that can be easily rolled up are good options, especially if your podiatrist needs to carry out tests and examinations involving your feet, legs and hips.

What should I bring to my appointment?

See answer

For your first visit, it is a good idea to bring up to two pairs of your most commonly worn shoes and your orthotics (if currently owned). If you have problems/pain in your feet or legs at work, or while walking, running, or exercising, then bringing in the corresponding footwear is strongly recommended.

Other things to bring include:

  • A list of any medications and allergies along with your medical & surgical history,
  • Any relevant scans or reports;
  • Your Private Health Insurance card (if you have extras cover)
  • A referral, if you have one
  • A list of questions for your Podiatrist

What will happen during my first appointment?

See answer

During an initial appointment, your Podiatrist will ask you to describe any current problems or complaints regarding your feet and lower limbs. They may follow up with a number of different questions that aim to help get a better picture of your symptoms and concerns. Based on the information you provide, your podiatrist will usually undertake a focused assessment of the problem area, which may be supplemented with a more detailed examination either at that appointment or during a follow up appointment, depending on the complexity of the problem. An explanation of findings will usually follow along with any initial treatment, advice, and follow-up recommendations as required.

Questions are always welcome and the best time to ask is during your appointment. For example, if there is something you want to know about your condition or your treatment options, please feel free to ask the Podiatrist.

At the conclusion of your appointment, the Podiatrist will discuss the need for any review or follow-up appointments. This may be to receive further treatment, get the results of any scans or to follow-up on what was done in your consultation. Depending on your diagnosis and treatment plan, you may also be prescribed some tasks to perform at home.

Audiology FAQs

What should I bring to my appointment?

See answer

For your first visit, it is a good idea to bring any relevant medical reports you may have and a list of questions!

What will happen during my first appointment?

See answer

In order to assess your hearing, our audiologist will play a series of pure whistling tones and all you will need to do is to press a buzzer when you can hear them. From this hearing test, she will be able to tell you:

  • Hearing capacity in each ear
  • How well you hear the loudness and pitch of different sounds
  • The impact your hearing has on your communication

Questions are always welcome and the best time to ask is during your appointment.

What are the days of consultation?

See answer

Thursday and Friday

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