Our purpose

We make better lives possible

Our key values

PARTNERSHIP – we value partnership – working with our clients, not just for them. This extends to our referrers and our suppliers, our focus is on partnership and enduring relationships where everyone benefits.

OPTIMISM – we value optimism – the view that things can always be better, for our clients in their lives, for our business and the way it operates, for our staff and the way they work. Everything we look at is through a lens of progressive positivity.

TRANSPARENCY – we value being transparent in everything we do. That means in our methods and treatments, in our results that we get on behalf of our clients, and in our aims and goals as a business.

PROFESSIONALISM – we value professionalism in every aspect of our business. We treat our practice seriously and professionally, not just in our treatment, but our customer experience, our premises, and our approach to investing in our business to keep it leading the industry.

Overview of Auckland Physio and history

Katy and Mark started Auckland Physiotherapy 5 years ago after meeting at university while studying their masters degrees. They were disappointed with the quality of care that was apparent in private practice in NZ. After both working in the UK in amazing clinics with experienced and well-qualified clinicians they realised how much impact a clinic can have on patients lives if they have the right strategy and more importantly hire the right people. They also felt that the physio industry in NZ had become complacent due to ACC. Most practices were and still are focussed on making $$’s through employing new grads, having short treatment times and a cookie cutter approach to treatment. There were no high-end clinics in Auckland focusing solely on quality of care and exceptional customer experience.

So… we stepped in! Starting in Papatoetoe and then Mt Wellington. Then joining forces with Helen we moved more centrally and opened our Newmarket clinic and ever since then we have grown considerably! We then opened our Ascot clinic and subsequently closed the Papatoetoe and Mt Wellington clinics to focus on the central Auckland market. Since then we have continued to go from strength to strength and are excited to have such amazing staff on board to continue to push the boundaries and excel in the health sphere.

Where will we be in 5 years?

Our goal is to be recognised as industry leaders through providing the best possible care and service for clients, second opinions for other therapists, post-graduate training and teaching for physiotherapists, doctors and other healthcare professionals. We will lead the way through innovation and collaboration with a strong focus on evidence based practice. This includes undertaking research and tracking outcomes to show our success to clients, referrers, insurance companies and to the public throughout life.

Working for Auckland Physiotherapy

We want to make better lives possible which includes the lives of our staff. We are continually striving to make AP a welcoming, fun and supportive place to work.

Your professional development is important to us. You will have monthly meetings with your clinical mentor, monthly IST sessions and a chance to get a $1000 CPD bonus (see below for details). Your Career progression is also important to us and will be discussed in a annual meeting with the Directors.

In Physiotherapy, not one size fits all. That is why we are building a Health Collective group of exceptional people, each with their own specialised skills. We aim to work in partnership with each other to continue our learning and development, along with achieving the best results for our clients. We believe there is no I in team!

We are optimistic that we can change the face of Physiotherapy in New Zealand. We believe that things can always be better but that means we need your help. We welcome any ideas in how we can improve our service or workplace. The more innovative the better!

Last but not least, we want to have fun! Our monthly IST trainings always finish with drinks and nibbles, we have regular social events and a yearly Christmas Party.

The Collective Method

It is well known that a high proportion of Physiotherapy clients only ever get to 60-80% recovery with very few reaching 100%. Auckland Physiotherapy is optimistic that we can get most people to achieve at least 100%. We aim to get people even better than they were pre-injury, beyond what they thought was possible. Once they are there, we want to help them  to continue to live well and move well with the Health Collective.

That is where The Collective Method comes in. The Collective Method is a 3 step process to help people understand their injury and rehab journey; UNDERSTAND - TREAT- ACHIEVE.  Core values in this method are;

  • Education in the rehabilitation process is paramount as most people do not understand, they just stop coming when the pain stops. They do not understand about how to properly strengthen, regain fitness and look at the contributing factors as to why the injury occured. Each clients leaves with an understanding of their phases in order to achieve and a  print out of their planned journey.

  • Partnership is key. For most injuries, recovery is dependent on an active involvement from the client. Each step consists of the practitioner and client working collaboratively.

  • Treatment consists of 3 phases

  • Optimism. When you get someone to achieve their goal, why stop there? The process can be started again to help them achieve beyond what is possible. If it is not Physio related, refer them to the health Collective.

The Collective Method

We work in collaboration with you to help you live well and move well. We offer services from Master Physios, Senior Physios, Massage Therapists and Instructors to ensure you get the right person that is best able to help you.


  • Step 1 - UNDERSTAND – your situation and your condition.


WE: Listen to ensure we properly diagnose what is going on with your body, ensuring you understand what is causing the problem and how we will help you recover.


YOU: Tell us your story - how the current problem occurred, what it’s holding you back from doing and what your goals are.


  • Step 2 - TREAT – with a plan tailored specifically for you.


WE: Keep you on track towards your goals with a plan specific to you. We use a range of evidence-backed techniques including mobilisations, manipulations, soft tissue release, dry needling and pilates, that all deliver results.


YOU: Accelerate your own results by taking an active part in your treatment with one of our personally tailored programs.


  • Step 3 - ACHIEVE – beyond what you think is possible


WE: Support you to achieve your goals, and then keep guiding you with programs that will raise your quality of movement and quality of life.


YOU: Make the most of everything life has to offer…


Team roles and Responsibilities

Roles and responsibilities may change however at present, this is the most up to date list.





  • Marketing

  • Manage online Google Ads

  • Health and safety

  • Collective Method

  • Pilates management  

  • Health Collective Management

  • Reception Management

  • Supervise Tara, Kenzy, Chelsea, Cara, Ally, Heyes

  • Mindbody

  • Cliniko

  • Social Media Manager

  • Blog Manager

  • HR issues

  • Business development

  • Newmarket clinic management/ quality control

  • Oversee Outstanding Invoices; Cliniko and Mindbody

  • Finance

  • Staff invoices and contractor pay

  • HR issues

  • Recruitment

  • Business development and business mentor liason

  • Phone systems

  • Customer satisfaction

  • Computers

  • Building and maintenance work or co-ordinator

  • Non-stock-take clinical equipment

  • Southern cross/Euro payments

  • Newmarket management

  • Cliniq Apps

  • Staff KPIs

  • PNZ liason

  • Procare contract

  • R&D for better IT systems

  • Supervise Michelle Darryl, Adele, Rachael

  • ACC liason

  • ACC Escalated Care Pathway contract

  • Southern Cross liason, contracts, etc.

  • Website

  • Physiotec

  • Invoice Direct

  • Clinical questions / phone support

  • HR issues

  • Legal and compliance

  • Branding

  • Images/photography for website, etc.

  • Proof reading/ newsletter

  • Clinical director- in-services

  • Students

  • Research

  • Flexitime and PAYE

  • Specialist liaison

  • GP liason

  • GP teaching

  • Ascot clinic management

  • Staff management- Mike, Paul, Nat, Shannon, Kim


Reception support

Practice Manager - Tara

Accounts - Ashwin


  • Social media

  • Newsletter

  • Pilates spaces & outstanding invoices

  • ACC trigger amount management

  • ACC declined list

  • Outstanding invoices

  • Design promotion

  • Seminar organiser

  • Gifts - birthdays, leaving, etc.

  • “Thanks for referring” vouchers

  • Diary utilization


  • GP letters

  • Formstack

  • New patient list

  • Clinical stock and office supply ordering, both clinics

  • Outstanding notes report

  • Staff KPI% data

  • Specialist referral sheet

  • Managing Ascot and Newmarket

  • Manage admin and practice manager emails

  • Checking staff invoices

  • Editing blog posts

  • Staff KPIs and general satisfaction

  • Reception staff manager

  • Communications manager

  • Monthly marketing report

  • Holiday leave management

  • Collective Method promos

  • Quality control NPS and outcome measure tracking

  • In-service management

  • Staff HR data management

  • Gmail management

  • Health & Safety

  • Weekly clinic report

  • Weekly payments spreadsheet

  • Online payments off Cliniko

  • Invoice Direct - ACC uploading and reconciling

  • Uploading Southern Cross payments

  • ACC remittances

  • ASB coding through Xero

  • Xero rules, reconciling and reporting

  • Staff and contractor payments/invoices and uploading to ASB

  • Monthly reporting - Operational, Financial - Balancing of ACC, cash deposited, SX balance, Mindbody money

  • Monthly Southern Cross audit

  • Ensure finances completed monthly

  • Monthly ACC audit

Code of conduct

Our clients come first, we are here to ensure they are happy, healthy, and being well looked after.

Surprise every client buy surpassing expectations with your excellent skills, friendliness, and care.

Always work in line with our values

Ask if you have any questions and suggest something if you think things can be done in a better way.

Be a team player ….. we are all here to help each other!

Always be polite, friendly and courteous to staff and clients.

Respond within 48 hours of email or phone enquiry from staff colleagues or clients

Perform all of your work duties in line with this document, your employment contract, and professional standards.

Try to work in time with your diary and perform all tasks as required to an excellent standard.

If you are running late, notify your manager so that they are aware you will be late and that they need to invoice and take payments.

Arrive at work at least 10 minutes early to prepare reception desk and your shift.

Dress and present yourself in a smart and professional manner.


Answering Phone & Booking Process

For the majority of your shift, you will have reception support but outside of this, you may have to answer the phone. It is not your responsibility to do so but if you are not seeing a client and/or are quiet then help here would be really appreciated.

New Patient enquiry – initial conversation

“Good morning/afternoon, welcome to Auckland Physiotherapy, you are speaking with …..”

You should always check when booking a client in at the start if they are a new patient or not. All new patients require a 60min consult where possible, if the patient has a simple injury such as an ankle sprain and there are no 60 min slots available you may book them in a 30 min slot but please let the treating physio know that this was the case.

Booking new clients:

“We have two clinics, one in Ascot/Greenlane and the other in Newmarket. Which is the most convenience for you? Both clinics have free parking onsite for you?”

By asking this you can recommend a physio that goes to the clinic they prefer. Based on which location the patient prefers, recommend two physios that best suit the patient’s injuries to ensure you get a day that suits them. Use the staff profile print out to see each physio’s specialty.

Always check the diary for availability

E.g. “Because Greenlane suits you best, and you want a physiotherapist who does dry needling or acupuncture for your back pain, I would recommend either Mike Jebb or Natalie Brunger. Both physiotherapists are highly experienced in lower back pain in association with dry needling. Which day best suits you?”  

Prioritising new patient bookings

Ask; “Who do we thank for the referral”

Priority clients – those who phone from the website or ads, patients with acute pain.

Clients with referrals are not so urgent. Give these patients non-peak times (10am-3pm) or in weeks’ time if the diary is looking busy.

New patients need an hour appointment unless they specifically state 30mins or there are no hour spots available.

N.B Physios are happy to see non spinal & non complex cases in 30mins generally, but the client needs to be advised that we usually require 60mins.

Booking Appointments

Have you been to one of our clinics before? No, create new patient

First and Last name

DOB (this is required for ACC)

Mobile number

Email address. If they ask why, state “We will send you an email on directions how to get to our clinic as well as a consent form to fill out prior to your appointment’.

Is this a new injury or have you seen a specialist or GP for this injury?

If new, tell them we will lodge a claim for them (new ACC 45). If not new, please ask for their ACC45 number. If they do not have the number, ask where they first saw someone about the injury so you can contact them. Alternatively, if the patient remembers the date of injury (DOI), you can call ACC (0800 222 070).

Ask who referred them or how they contacted us.

Advise on the appointment being an hour….

“This appointment will be 60mins, so your physiotherapist can do a full assessment, diagnosis, treatment and prescribe a personalised exercise program for your rehabilitation.”

Confirm the date, time, physiotherapist and location to the client.

Advise clients to arrive 15mins early for any new bookings, this is so they can fill out any required forms without cutting into the consult time (unless they prefer to complete the consent form online via the link in their booking confirmation).

“Do you have any questions?”

Explaining Location of Clinic for clients

Newmarket – George Street is located by the Domain end of Broadway and Parnell Road. Our building is within the Foundation Precinct. The entrance to the carpark is on George street beside the ACG Parnell College, behind the Parnell Community Trust Library. Park in the car parks labelled ‘RETAIL’ or ‘Auckland Physio’. Auckland Physiotherapy is in the corner between Foundation on George Cafe and Corsa De’ Fiori - entrance via the courtyard.

Ascot – 95 Ascot Ave, Building C, Level 3. Mention we are next to the Ellerslie race course entrance and we are the building that backs straight onto the motorway. Parking is in the basement - down the ramp to your left when you are driving towards the building. You can park in any Green signs labeled ‘SRG’ or ‘Orthopedic and Radiology’ these are mostly against the right hand wall when they drive into the basement (NB: these will change to yellow labelled “Orthopeadic, radiology, physiotherapy and pain medicine” soon). Use the lifts for building C & D and come up to level 3, then turn left when exiting the lift.

After hours parking: After 6.30pm the door to the basement closes, the door will automatically open to let people out but they will not be able to enter after this time. Therefore, any clients with bookings after 6pm can park in any of the Auckland Dermatology parks out the front of the building on ground level and enter via the main doors.

There are two PDF’s saved on each PC with instructions as to how to get to the clinic. Please use and offer these if people are unsure.  Please note that when the Ascot signs change these will need to be updated (this is planned for early 2018).

These PDF’s are also saved on Google Drive under ‘How to find us (clinic name)’

Click on the link and it will take you there NM and Greenlane


There is a full fee  list sitting in Google Sheets ‘Current AP fees’ and some of the prices are on each of the reception walls. These also sit in Cliniko if you can not find the suitable appointment type and corresponding fees

If a client is asking;

Confirm whether it is ACC or Private

Give prices for first hour appointment, and then tell them prices for 30mins follow up appointments (If they are seeing Darryl he prefers 45 minute follow up appointments please).

Explain again the physio’s years of experience, degree and the process of first appointment

‘On average our physios have 10yrs experience and have completed 7 years of full time study’

Ask if they have Southern Cross, explain that we can lodge this in the clinic on their behalf

If they have another insurance, let them know we will email them the invoice to send through to their provider.


Your parking- best places-




Food and coffee-best places locally



Consent forms

We prefer these to be filled out on Formstack either on the iPad or online but if this is not accessible then paper is okay. Please ensure that all patients fill out as much information in the consent form as possible.

The consent form contains red flag screening questions so please ensure you are reading it thoroughly. Once submitted on the ipad, the consent form will be immediately emailed to your email address. If this does not happen then please request that the receptionist emails you the details as soon as possible. Please leave the ipad at reception after you are done with it.

This form is also the ACC45 form. Please again ensure that all appropriate sections are filled out to the best of each patient’s knowledge. It is your role to select a read code, side etc and check this form. Once completed the reception staff will register the ACC45 claim straight away, then upload the information into Cliniko (including ACC 45 number, date of injury, mechanism of injury, read code + injury side and trigger (number of appointments available)).


About the ACC Scheme The ACC Scheme provides comprehensive, 24-hour, no-fault cover for all New Zealand citizens, residents and temporary visitors who sustain certain types of personal injury in New Zealand, generally those resulting from accidents. The Scheme is mandated by law, in particular by the Accident Compensation Act 2001 (the AC Act). ACC is responsible for:

∙ helping to prevent the circumstances that lead to injuries at work, at home, during sport and recreation, and on the road

∙ providing cover for personal injuries, no matter who’s at fault

∙ reducing the physical, emotional and social impacts of people’s injuries by funding timely treatment and rehabilitation that gets them back to work or independence as safely and quickly as possible

∙ minimising personal financial loss by paying contributions to treatment costs, paying lump sum compensation and providing weekly compensation to injured people who can’t work because of their injuries.

Please visit the website to access any information regarding ACC

Who ACC covers

Three categories of people are covered by ACC:

∙ all New Zealanders, 24 hours a day, whether or not they’re earning an income

∙ New Zealanders who are injured overseas (with certain criteria)

∙ visitors to New Zealand (with certain criteria).

ACC contact details

Provider Contact Centre 0800 222 070

Client Helpline 0800 101 996

Urgent home help (fax numbers during ACC office hours)

Provider eBusiness Support 0800 222 994 option 1

Provider Registration 0800 222 070 04 560 5213 (fax) ACC, PO Box 30823 Lower Hutt 5040

Fraud Helpline 05080 222 37283 (0508 ACC FRAUD) ACC online reporting fraud portal ACC, PO Box 1426, Wellington 6140

Medical Fees units for invoices, schedules, ACC32 treatment requests North: for regions north of New Plymouth, Gisborne and Taupo Waikato Mail Centre PO Box 952, Hamilton 3240

Sensitive Claims Unit (sexual assault) 0800 735 566 option 1 Treatment Injury Centre 0800 735 566 Health procurement (for service contracts) 0800 400 503 ACC website

ACC45 forms

  • The reception staff will fill these out for you so if you have any issues please consult them.

  • On the consent form the patient will have indicated whether this is an ACC Claim or not.

  • If Yes the patient should have filled out an ACC Form and with these details we can lodge ACC Claim for them.

  • Download the completed ACC Form and save in Clients notes.

  • Go to Internet or click on the bookmarked labeled ACC Lodgement

  • The log in details should always be entered but if not please go to ‘Passwords’ in Google Sheets.

  • Select Lodge claim, an ACC45 number will automatically come up, take note of this.

  • Fill out the rest of the form with the details you have, make sure and put the read code in and side of injury.

N.B. It is the responsibility of the physiotherapist to give you the read code

  • at the bottom of the form before you submit it enter in the date the patient was seen/signed the form and enter the correct Physio and their provider ID.

  • Submit and Click Print, you do not need to print just save the download under ACC45 (patients Name).

  • Save this in Patients file under attachments as ‘ACC45’


Updating ACC45 details into Cliniko:

  • In Cliniko, under Patients details, Edit details add the ACC45 number into extra info and in the notes section add these details.

  • ACC45:

  • DOI

  • MOI

  • Read Code & Side

  • Save details

ACC32’s (extension of treatment)

Your patient may need an ACC32 if; the initial injury is over 1 year old, they have used all triggers, to add a read code, and/or if they have recently had surgery that was covered by ACC.

Our vendor ID is: G04367

It is the receptionists responsibility to advise physios when patients are nearing the end of their allocated treatment numbers. The Physio staff also need to keep track of these in the notes as ultimately it is your responsibility.  The reception staff will notify you via email when triggers are getting low and also ask whether they wish for you to do a phone ACC32 (if possible). The reception staff can call through and request these for you but if they are not free then please then call the below number and follow the instruction. Please ask for ‘full triggers’ and then place in the notes section under that particular claim;

ACC32 approved ‘date’

Purchase Order number: ‘xxxxxx’

How many sessions approved: ‘xx treatments’


Phone; 0800222070 OR Online form;

If you are submitting an online form you will also need to make sure that you have the correct Outcome measures recorded. These should be in the initial assessment and are; PSFS and NPRS. If you do not have these in your notes then you will have to complete this form and attach it to the application

What option to use for particular situations;

Surgery- Phone or online form – most clients will automatically receive 16 treatments post surgery.

Reached end of triggers- Phone or online form

> 1year- Online form


Private or ACC charge?

If you are unsure whether your patient is covered for ACC and/or whether their ACC32 will be accepted then you must charge them privately until an ACC claim has been accepted. Once it has been accepted then we can either give them a refund or credit their account for the amount overpaid.  In this instance please explain the process to the patient and if they have any further queries direct them to the practice manager.

If you patient goes over their trigger then this is your responsibility so please ensure that you are keeping track of these triggers and if unsure ask the reception staff.  Once an ACC32 has been completed patients must pay privately until it has been accepted. On acceptance this money will be reimbursed back to the patient. It is up to the patient if they wish to wait until approval.

For all ACC invoicing and reconciling refer to the Invoice Direct section/ask reception.  


Invoicing Auckland Physiotherapy for your pay

You will be paid fortnightly into your chosen bank account. If you are a contractor then all of your taxes are your personal obligations and Auckland Physiotherapy holds no accountability with how you deal with the IRD.

Please invoice on the Excell template we give you with all of your details included. Invoices are done fortnightly and calculated using the following method;

  1. In the toolbar in the left hand side of Cliniko click ‘Reports’

  2. Then Click on Practitioner Revenue by Raised Invoices

  3. In the ‘Report Parameters’ please select the date range for this particular invoice

  4. Please make sure you have selected ‘ALL businesses’ and that the percentage take home is what has been agreed upon in your contract.

  5. Click on ‘Refresh Report’ and this will give you the information you need to place into your excel spreadsheet.

  6. Please take the ‘Service total’ and place in your invoice. N.B Not overall total as this includes products which you do not get paid for.

  7. Please then extract the amount of ACC30’s and ACC60’s you have seen in that fortnight.


  1. Please then place in the invoice template we have given you with the service total under the ‘GST inclusive amount’ and number of ACC treatments in their respective box below this. Please make all other types of services ‘0’ if they do not apply.

  2. If you take a class then the classes also work like the ACC columns. Please just enter how many classes you have taken over that fortnight and the rest will calculate it out for you.

Screen Shot 2016-12-15 at 1

  1. If you are not GST registered then please delete the GST amount out of the spreadsheet and you will be left with your total. If you are GST registered do not adjust anything.

  2. These are then to be emailed to on the Monday or Tuesday of the pay week and will be paid within a week of receiving.

N.B. Sometimes errors may be made so if this happens, the admin team will email you back with where the error may have been made and a revised invoice. Make sure that you are 100% happy with the final one as this will be your pay.


Write offs

If multiple attempts have been made to obtain outstanding invoices without a result then a write off is indicated.

There are two options for where this can come out of. 1- out of the business, and 2- off the contractors next pay


1. If it comes out of the business then this will usually be in the case of clients being unable to pay/have gone overseas/unable to contact etc. The business is happy to take the hit on these.

2. If it is the physiotherapists fault that the payment hasn't come through such as didn't charge and take payment on the day (if working without a receptionist), went over the trigger for ACC despite being advised then this will then need to come out of your next pay. (See Staff invoices and regular payments). Before removing this from your pay we will advise you that this might be the case so that this can either be rectified or followed through.


We will take you through how to use Cliniko but the best way to learn is really to practice.  There are a few ‘dummy patients’ set up in Cliniko so use ‘Test Test’ if you wish to test anything out using a ‘real patient’

Getting started

There is a really useful site to visit if you are getting started. Please go to;

Invoicing patients

When you are at reception and no admin support is present, it is your responsibility to take the payment for your patient. To ensure that all payments are correct, please raise an invoice in the system and charge them accordingly.

To invoice the patient; Click on the patient, Click ‘Add a payment’ and the invoice page will open up. Please check that the date, name and clinician are correct.  Scroll down to Item and you will see a dropdown box. Click on this and then select the particular service it was e.g. ‘ACC30’ or ‘Pilates class’. The amount will automatically pop up in the invoice. For discounts- See Discount section

Products items are also listed in a drop down box. If there is not a product listed and/or the prices vary then please just add in as ‘other’ and enter the product manually. Your selection will automatically be added to the total owing. If everything looks correct please then click on ‘Create Invoice’.

Payment Types

When clients come to pay you will have a varying amount of ways that they can and will choose to pay, this is also reflected in the payment screen.

  1. Eftpos & Credit - Both types are essentially the same and it will not make any difference to the banking which section you enter the payment in if they are paying via card.

  2. Southern Cross - This will only be filled out when the Practice Manager receives the Southern Cross Invoice after the receptionist has put the claim through with SX.

  3. Cheque  - This will only be used if we receive a cheque. This is a very rear occurrence and you will need to check with the Physio if they are happy to take a cheque as payment.

  4. Bank Transfer - This will only be used by the Practice Manager once a week when they check the incoming payments via the bank account. Any payment that come through online are entered here.

  5. Cash – This is where you enter any Cash sales.

  6. Business Discount – This is where Business discounts are entered (See Discounting patients)


  1. Write offs- This is when a write off is made. Rather than deleting off the system, enter the amount written off in this space. This enables us to measure exactly how much is being written off each month/year.


N.B Payments can be divided between more than one of these sections.


Discounting patients

There are two types of discounts that you can offer; Remember that when you are giving out discounts, it is not only you that takes the hit but also us so please be mindful of this.

1- Business discount (variable). This is for local businesses offers (25% off for initial), monthly offers, no change/no charge offer, and other medical professionals such as in Ascot..

INVOICING- raise invoice as per usual. When it comes to payment, enter the 25% amount under ‘business discount’ and what they actually paid in as per usual.

2- Friends and family (20%). This is for your friends or family and it is up to the therapist as to whether they want to apply this to their client as at the end of the day, it is their pay.

INVOICING- raise invoice and enter ‘20’ in the discount section- make sure it is on %, not $. Payment goes through as per usual.

3- Staff (50%). This is for AP staff and it is up to the therapist as to whether they want to apply this to their client as at the end of the day, it is their pay.

INVOICING- raise invoice and enter ‘50’ in the discount section- make sure it is on %, not $. Payment goes through as per usual.

Needs to be in off-peak time.

Other- there may be some clients that you change the code and charge ACC more but keep patients at the original agreed upon rate. This is fine but please only do this if your diary allows. As we get busier these will eventually fade out.


Discount rule-

Entering payments

Once the invoice has been inputted correctly then a page with appear for payment. Please enter the payment by entering it in the correct ‘payment method’ category and then press ‘enter’ to ensure it goes through.

Receipts- Please write the first and last name on this receipt to ensure that if there are any mistakes that we can trace them when doing the daily cash up the following day. Please ensure these are kept tidy. Receipts are to be spiked once completed. This will sit beside eftpos terminal.

Accredited employers

N.B For accredited employers please enter the amount that is being charged. If you are unsure please ask reception staff to contact that particular accredited employer to see what charges have been agreed upon. These get paid at a later date by the accredited employer so when the next page pops up press ‘skip payment’

Non- eftpos receipts

Once payment has been entered then you will see there is an option at the top of the screen to ‘Print’ or email ‘receipt’. We are trying to be as sustainable as we can please offer email first. If the patient would like a printed receipt then please do so by pressing ‘Print’. If email does not come up as an option it means that we do not have their email address so please ask and enter this into the patients details if this is the case. If you wish to send the receipt to another email address other than the clients saved one then enter these details in ‘Patient details’ page under ‘Email Invoice to’.

Southern Cross


Claiming on Southern Cross

More clients these days have health insurance so please just check if they do to assist them with claiming and paying for their treatment. When there is a receptionist at the desk we are able to put the claim through Easy Claims. This system advises us how much Southern Cross are going to pay for their treatment and how much the patient pays. When you do not have reception support then please advise the admin staff they need to put it through the day before the client arrives and the reception leaves. They are not able to complete this after the patient’s session. If you do not have reception support, please take the full payment and advise that this is the process we have to follow. Ask whether they would like us to submit it tomorrow for them or whether they would like us to send them an invoice for todays payment so that they can do it themselves.

Please note- there are two types of cover ‘Physiotherapy’ and Post-operative Physio’. You will need to let the reception staff know which one it is otherwise the claim might get declined.


DNA and Cancellation Protocol

DNA protocol 

1. All clients fill out and sign the consent form which includes the DNA policy which states;

I understand that I am liable to pay for :

  • Any private treatment or co-payment charges for ACC treatments

  • Any treatment that is declined by ACC or other funder

  • The costs of materials such as orthotics, materials, products etc

All accounts must be paid on the same day of service. Failure may result in referral to Debt recovery services including any additional fees that this may incur.

If you fail to attend your appointment you will be charged $50.

If you wish to change your appointment then you must give a minimum of 24hours notice otherwise the same charge will apply except under exceptional circumstances.

This reminder is also emailed and text to them before their treatments.


2. When a client cancels their appointment last minute or does not turn up, they are given a warning of the cancellation policy. They are not charged for their first DNA. This warning is written in their personal details in cliniko in the ‘notes’ section.


E.g. DNA - Cancellation Policy warning given 1/8/17


3. If that client DNA's again, the client is charged the DNA charge. The notes section needs to be checked to ensure a warning has already been given.  The invoice is sent to them that day. If the client has an extenuating circumstance for missing that appointment, it is up to the therapist to decide to wave the DNA charge. 

N.B please wait until receptionists have tried to contact patient multiple times. As soon as you click DNA, an email will be sent out stating that they may be charged unless they call back. This only applies to follow up clients that have signed the DNA disclaimer


It is up to the therapist to follow up the patient to re-book their appointment or they can ask reception staff to call. This will be reminded when the admin team sends out the list of clients without upcoming appointments. 

Cancellations protocol

1. Patient cancels online or by phone.  This is then entered into Cliniko including reason why by clicking on ‘Cancel’ on their appointment and add the reason why. This is then automatically emailed to the practitioner.


N.B Do not delete appointments off the system unless it was an error on your behalf otherwise we can not track this appointment and it alters our stats. If it is a cancellation, only cancel.

2. On a Monday, Reception Manager reviews the Missed appointments report on Cliniko from the previous week. Ratio of Cancellations and re-booked is put in a sheets document. Each practitioner is emailed with the names of the cancellations and reasons. They are asked if they want to follow up that client or reception.

3. If someone cancels for a negative reason, this information is emailed to the practitioner and Directors.

4. Reception Manager checks ratio on a Wednesday and Friday to see if improving. This information is given to the Directors.

5. At 2 weeks post cancellation - Cliniq sends out 'Oops, did you forget to re-book your appointment'

6. Cliniq will also send out a ‘1 month no follow up’ email to those patients that may have been missed. This is to check how they are doing 1 months after they have been in and are for those without future appointments. Some of these may be discharged.


N.B if a patient calls to cancel because they are ‘feeling better’ then please click this box. This will ensure that they do not get the automated emails to attempt to rebook them.


Dealing with Difficult Clients and Complaints

Complaints handling Process

Please refer to Patient Guidelines and Policies Manual for more formal guidelines around this policy


Why we require a complaints handling process:

  1. To provide each complainant with the outcome they desire

  2. To ensure each and every complaint is handled in a consistent, systematic, and responsive manner, the satisfaction of the complainant

  3. To identify trends and improve operations

  4. To help create a customer focused work place and improve staff’s skills in dealing with customers


What to do when someone complains?

  1. Listen calmly

  2. Give your full attention to the complainant

  3. Take the person somewhere private if they are really upset

  4. NEVER argue back

  5. Try to calm the person down

  6. Ask the person to outline the problem again once they have calmed down

  7. Apologise i.e. I am so sorry you feel that way

  8. Ask them what you can do to resolve the problem i.e. What can I do that will help you feel better about the situation

  9. Act on what they require, if what they require is beyond your jurisdiction then refer the matter to the practice manager, Mark, Katy or Helen.

  10. Apologise again

  11. Let the patient know that the complaint will be reported and we will endeavour to change our operations to ensure it does not happen again

  12. You may like to reaffirm at the end that you hope this does not affect their relationship with the practice.

  13. Complaints form filled out

  14. Form lodged with practice manager or director


Dealing With Difficult Clients or Situations

  • Behaviour Breeds Behaviour – If a patient is upset or angry don’t take on their emotions. If you come across frustrated or angry yourself this behaviour can/will manifest in the patient

  • Choose how to react to the patient. Project confidence

  • Put yourself in their shoes. Imagine you are in their position and practice the art of empathy

  • Be patient and “listen” to what they are saying.

  • Speak softly (but not condescending)

  • Own the Problem & Apologise readily – Even if the situation is not your fault own the problem and apologise to the patient as if it was your fault. The customer is not always right but they have to be made to think they are.

  • Use Reflective Listening and involve the patient in the solution/decision. Repeat what the patient has said to you and clarify/ensure you have heard correctly. Involve the patient by saying “How does that sound”?. Use open-ended questions


Tips for common mistakes made in the clinic (for reception staff)

Mix-Up with time or clinic

“I am sorry there has been a mix-up in the time. I had you down for 10am and it’s now 10.20, did we write the wrong time down?”

Never accuse the patient of showing up at the wrong time or saying they are late


Physio running a little late

“I am sorry for the wait. Bob had a patient with an emergency earlier and he is a bit behind. He will be with you shortly. Is there anything I can get for you?”


Patient in Pain needs an appointment now or at/before a specific time

“Seeing as though you are in so much pain we can squeeze you in at 4.30 this afternoon? How does that sound?”

“So you are going away on Saturday, I can arrange an appointment for you on Friday at 12.30pm. How does that sound?”

“I know you are going away on Saturday and it’s really important to see Bob, Bob is completely booked up, but Jane could get you in. She is really good with backs and Bob could pop his head in if need be. How does that sound? Is that ok?”


“Do you think physiotherapy would help?”

Always answer with confident and firm tone with confident words such – “definitely something we can help you with, “absolutely”, “We can easily fit you in to help you with this issue”, “This is a problem our physios deal with regularly”.


No change rule

If you are not making improvements with your patients then we have a fantastic wealth of knowledge so please refer on within our team. If there is no change after 3- sessions then it is expected that you will refer to a clinician that you feel has good knowledge in this area for a second opinion. If you are unsure then please ask either reception or the other physiotherapists.

Second Opinions

We are so lucky to have such a great team of experienced health professionals and to make the most of this we really value second opinions from our colleagues. Our patient’s love the extra care and advice and it is great for our on-going learning too.  Where possible we would encourage you to ask another physio to do a joint session with you and your client. However, if this is not possible due to busy schedules, then please book your client in with another therapist and email or phone them to ensure they have a good hand over and understand that they are seeing your client for a second opinion either to confirm a diagnosis or to give ideas for on-going treatment and management. We work together as a team and our patients appreciate a consistent approach, so if you are seeing a client for a second opinion and think that their programme or diagnosis should be changed drastically, please only change one or two exercises and relay your thoughts to the treating therapist. The exception is of course if you think the exercises are detrimental to the patient, then use your clinical reasoning, adjust the programme and call the treating therapist to give your feedback and discuss the on-going treatment plan.

Remuneration for joint assessments – it is up to you and the second therapist to decide how to split the pay. Generally private fees can be split 50/50 or for ACC clients one person may invoice for the ACC portion and one may invoice for the surcharge portion (this would be entered as private in the second persons diary to ensure ACC is only charged once – we are not allowed to charge for 2 consults on one day unless it is for a separate claim). Please discuss this with reception and ensure it is correct on your invoice when you send it through at the end of the fortnight.


Referrals and handover expectations

If one of your patients is seeing another practitioner then you are expected to give them either a verbal or written handover/summary before the appointment. Equally if you see another therapists patient then you are expected to give them either a verbal or written handover after the appointment.

Internal referrals

Our goal is to ensure our clients make a full recovery and achieve beyond what they thought was possible! To make this happen we need to work as a team and utilise the other services we have available – for example of your client is 80% better but would like to return to the gym or require more strengthening to prevent recurrence of symptoms they may benefit from on-going Pilates with an instructor focusing on Wellness or personal training.  Please also consider whether massage therapy, acupuncture or nutritional advice would help them with their recovery or on-going wellness.

Consistent Treatment Approach

It is important that our clients see that we have a consistent approach to treatment and management. If a client sees two different therapists and is given different advice and exercises this can be confusing and disconcerting for them, so please ensure that if you are seeing a client for a colleague while they are away etc that you continue the treatment plan in place. Client’s really love it when we are on the same page and reinforce the advice they have been given by a colleague.

We will be having some in-services focusing on providing a consistent approach for specific injuries eg. discogenic pain, Achilles tendinopathy, RC tears etc etc. Please let us know if any issues arise related to client treatment programmes or approaches, this is always evolving and open to discussion.

Dealing with Complex Clients

If you are treating a client and you find they have problems that are outside your scope or any red flags then please cease your assessment at any time and either refer them for imaging, back to the GP, to the appropriate specialist or to the emergency department.


If you have an urgent Orthopaedic referral, please call the appropriate surgeon, explain that your patient needs an acute appointment and book the appointment with your patient there. You will then need to send through the referral urgently.


If you are sending a patient to ED you should also phone the Orthopeadic registrar on call and explain the patients symptoms and advise that they are coming in for assessment, then ask reception to fax a referral to ED with ATTN: On call registrars name. The receptionist should then call to ensure this has been received.


If you patient requires urgent imaging this can usually be arranged at SRG – please speak to SRG reception and explain the urgency – then once they have had their imaging you can speak to one of the radiologists over the phone, you don’t need to wait for the report to come through. For non-urgent imaging please wait for the report.


If you are unsure of how to manage a complex patient please call Katy to discuss on 0273336680. If she is not available then please call Mark 0275155435 or Helen 021311535 or discuss with another physio who is working that day.


Notes and Letter Writing Expectations


It is a requirement by your professional body and ACC to write legible and up to date notes. It is our expectation that these are completed within 24hours of seeing your patient. Reception will check that your notes are completed prior to the payment of your fortnightly invoice. If your notes are not completed, your pay will be withheld until the notes are completed.

Writing patient letters to GP’s and referrers.

You are expected to write an assessment reports for the majority of patients that come to see you regardless of whether they were referred or not. Please get their GP’s details if you do not have already and send the letter off advising them that they have come to see you and your assessment findings. These do not have to be lengthy it is simply keeping the referrer in the loop and informed. If you do not have any GP/specialist details and reception staff can not obtain them then do not worry about writing a letter.

This is to be done within a week of the initial assessment. If this patient is ongoing and directly referred by a GP or specialist then it is also good to send a ‘Physiotherapy progress report’ at the 6-week mark and also on discharge.

Go to patient details -> Letters -> Add new and that will auto-populate a letter with most relevant information on it.  


There are various templates set up to guide you on the layout so please choose which is most suitable to your patient. Once selected, you can type your letter in the space available and then ‘create letter’ as for example ‘GP assessment report’.

Once the letter is completed and saved advise admin@account email and they will then send off the letter to the appropriate colleagues.

If you have any queries in regards to layout feel free to ask any of the directors.


Specialist letters (if the specialist is seeing the patient for the first time) should be more informative and include in depth past medical history, medication, and social/rec history etc. This information is not necessarily important in the assessment reports for GP’s as they already know most of this information. Please put these details in the letter, however if you feel that this is important/the GP is unaware. GP’s need to be CC’d into these letters to keep them informed. This is placed at the end of the letter and also sent off to the GP.


Staff Appraisals

It is hugely important that we all keep growing in our roles and is in keeping with our key values. In order to grow as a clinician, it is essential to step back and re-assess where you are at now and where you may want to be in the future. These meetings are about us all growing to be the best we can and to ensure we are all happy at work! As you know, we are always here to talk but if there are any issues that can wait then these meetings are the time to speak up so that we can look at remedying them to ensure you are as happy and productive as you can be at work.

Please remember;

-We are all here to learn and help each other become the best they can so we appreciate full honesty and transparency when going through this process.

-We don’t expect perfection so try not to take negative comments to heart. It is not an attack, it is just something to work on.

-We want to foster a non-threatening learning environment so please ask questions… we have a wealth of knowledge around us so if we don’t know then we can probably find out for you!


Key Performance Indicators (KPI’s) are to be set and agreed upon by you and your supervisor and are kept confidentially in a Google drive document. These will be updated regularly by the admin team so that they are all completed by the time your review comes along. The receptionist will contact you a week before your review to ensure you are happy with the figures set in the document. If they haven’t you are more than welcome to contact them to check how they are looking but please ask them to email you through these figures as other staff members KPI’s need to be kept confidential.


$1000 is awarded for full time equivalent (FTE) per annum therefore $250 per quarter (every 3months). If you are Part time, this is on a pro rata basis i.e.  20hrs clinical will be $500 per annum. You will set and agree upon 4 KPI’s with your supervisor. If you achieve 1 x KPI then you will get 25% of the $250, two KPI’s 50% and so on. Your KPI is awarded as an average over the 3 months. If there are 2 ‘Achieved’ and 1 ‘Not Achieved’ then this is considered ‘Achieved’. For KPI’s that are numbers based, it will be the average over the 3 months so if the average is above the set number then you have ‘Achieved’ that KPI and conversely, below is ‘Not Achieved’.


These will be paid after your quarterly review meeting including 10% of the products that you have sold.


The process for is as follows for clinicians;

1. Fortnightly - 30 minute catch up.

Casual meeting normally in the café/out of the clinic. This is totally up to you what you want to discuss in this meeting.


2. Quarterly review - 1 hour

Slightly more formal meeting to review your goals and KPI’s for the past quarter and to set the same for the coming quarter. This is an opportunity to also spend a bit more time to discuss your role, annoyances, likes etc.


A screenshot of the Quarterly review template is below to give you an example of the topics covered.

3. Annual reviews- 90mins

The attached form will be sent to you before this meeting. This is to help us ascertain exactly what you enjoy, what you might not, and what you think about various topics relating to your work with us. Again, we really appreciate your honesty here so if there are issues, please let us know so that we can go about fixing them. Please also ensure that you have filled this form out before your review so that we are not wasting time filling it out in your meeting.

You will also review your KPI’s and goals as per the Quarterly review meeting.


A screenshot of some of the Annual review Questionnaire is below to give you an example of what questions will be asked.


Job Description and Health and Safety requirements

Your job description and health and safety requirements are located in your Employment or Contractual Agreement and also in the Health and Safety Folder


In-services are run on the 3rd Friday of every month from 2-4pm. This is when all the therapists get together to discuss new clinical research and exchange ideas/thoughts on these. There is an ‘In-service Calendar’ in Google Drive which advises who is coming to talk and when. They are usually held in the Newmarket clinic unless otherwise specified.  

Drinks and nibbles are provided by Auckland Physio, so it is up to the practice manager to organize this and also ensure that everyone that attended signs the ‘In-service attendance sheet’. This can be found on the Shared hard drive and on the PC in both clinics.  These will be kept for your CPD records and can be forwarded on at your request.

Opening and Closing the Clinics

Practitioners will usually be the first in and the last out. It is our expectations that you leave your room as you would like to find it. This means all towels are folded and stacked in a tidy manner, all equipment is either on a shelf or away in a cupboard, and that there is no litter on the floor or desk.

Please ensure that when you are using Cliniko that you are logged on under your user name. To avoid errors here, check first thing in the morning.


Appropriate keys for each clinic will be given to you. These are your responsibility. If one is lost, please notify one of the directors and arrange another to be replaced. There is a spare set for all keys in each till sitting in reception. In Nemarket- another spare key is sitting behind the café reception and in Ascot a spare set is sitting in our cupboard in the kitchen. If you use these please ensure they are returned to their original place.

Opening Newmarket

Reception staff will usually do this but if you arrive before them please ensure the clinic rooms, studio and reception and tidy and set up ready for your day.


Unlock front door

Switch on lights and if necessary A/C on (set at 20degrees)

Turn on Music – Spotify on old iPhone in Pilates studio.

Place water bottles with clean glasses on table for early clients

Remove clean laundry from washer/dryer and stack 2 towels and 2 hand towels in each treatment rooms away neatly on window sill .

Check your room is tidy and equipment is not out in the open and in its place.


Opening Ascot

If first in the main door has a swipe card (which you will be given), then there is an alarm to the right of the door when walking in, the code is 5237. Push the door open and use the door stop on the floor to keep the door open.

Reception area- You will be given a key to this door, please open roller and put out flowers & brochures if not already done.

Unlock the treatment room door; turn on lights etc in the treatment room.

Check pillow case. If dirty, please replace.

Start with other daily duties….

Closing for both clinics

Therapists often leave after receptionists so below (in bold) are the jobs if you are the very last. Either way, on leaving please ensure you do the following;

Remove all dishes from your treatment room, wash them and leave to dry in kitchenette  

Put iPad, eftpos and phones on charge.

Place sign up on desk to advise clients that the reception is unattended.


Closing Newmarket (only if you are the last leaving)

Check all heaters and A/C are turned off

Check windows are all closed and locked

Put any cash away in till and in drawer

Turn off all lights

Plug in Eftpos terminal and ipads to charge

Lock front door


Closing Ascot (only if you are the last leaving)

Make sure both treatment rooms are locked.

Put any cash away and turn all lights off

Clear all bins of rubbish and replace rubbish bags

Check to see whether Keith Laubscher has left (just knock on his door if unsure). If so, then lock reception door behind you.

Cleaning and maintenance

It is expected that administration staff keep the reception area, waiting area, and open spaces clean and clutter free during the day and that therapists keep their rooms tidy.

If you have any issues regarding management of the clinic and/or equipment issues then please talk to the manager of that specific clinic (see Roles).


We have professional cleaners that clean the clinic every Sunday. Their contact details are;

Knight Cleaning- Dale Oxenham - 0272 904 015

When you get a spare minute ensuring equipment is back in it’s place and Springboard Springs are matching.

There is cleaning equipment under the sink in the kitchenette.

Watering of ALL plants need to be done 2 x a week


It is the administration teams responsibility to clean Ascot. This needs to be done every Tuesday and Thursday at a quiet time. All surfaces need wiping down (including reformer) with products and Spray and Wipe that sits in the treatment room under the sink.

Please ask to use the vacuum cleaner in the reception area and vacuum both rooms including reception.  A commercial cleaner comes through every evening to do the communal space.

Watering of ALL plants needs to be done 2 x week



Laundry is delivered fortnightly on a Tuesday by Chatters Laundry. They will call each Monday to confirm the order. The towels and plinth covers are done by us.



Pilates Manager Role

Pilates is Managed by Helen; Her roles are as follows,

  1. Manage timetable; create new classes when required

  2. Manage Marketing

  3. Recruitment

  4. Pilates meetings and training

  5. Manage equipment


Reception Roles

  1. Complete bookings and booking administration as described below

  2. Put payments through for classes and ensure people are booked in for the following week

  3. Complete the Pilates spaces in google sheets each week.

  4. Manage concessions

  5. Manage waiting list

  6. Inform Helen of any client on the waiting for Pilates and Michelle for any Women’s Health client.


Booking Clients

  • All Clients need to have a 1-1 before joining a class. This will ensure people get the most out of the classes. See Protocol for more details. If they have had a special offer (e.g. birthday, refer a friend offer) they are able to join a mat class only without a 1-1.

  • If someone wants to join a mat or equipment class – Availability will need to be checked first on Mindbody. If they want a regular spot, availability will need to be checked on google sheets.

  • Anyone starting the classes will emailed the MindBody email teaching them how to use it, If they do not want to use Mindbody, bookings, cancellations and payments can be done online. They name and email will be entered on Mindbody and profile ‘assessment completed’ will be ticked to allow online bookings.

  • If a class cannot be found, their name is put on the waiting list (in google sheets) with preferred times and days and whether they need instructor or physio led. This information is also emailed out to the instructors and Helen is notified.

  • If a Physio or massage client has booked into a Pilates class, please email the therapist to inform them so they can email a handover to the instructor.



  • If someone cancels a class – remove them from the class in Mindbody and let the instructor know including the reason why. Ensure they have their follow-up classes booked.

  • If a regular wants to stop coming –. Remove their name from the regular list and highlight the box to show there is an available regular spot. Inform the instructor including why they are stopping.

  • If a regular goes away on holiday –  Add this information into google sheets and keep them on the regular list but remove them from attendees list. Encourage them to make a long term booking on mind body for when they return.

  • MindBody require 24 hours’ notice for cancellation of a class. If we do not receive this, then the price of the class will be deducted from their concession/ account. If they have a reason for the short notice – it will be up to the instructor if the charge is given.

Cancelling a Class

  • If there is only one person in a class, the receptionist is to look back over the weeks/ waiting list and call anyone that may be coming in. If there is still only one person, the class is cancelled and the attendee is offered other options for the week.



  • Concessions are managed on Mindbody (see Mindbody instructions) including expiry date. It is Receptions role to inform the instructor that they need a new concession. It is the instructors role to follow this up and ensure it is completed. They can do this in the clinic or online using their mindbody log in.

Cost of Prelim 1-1 session before class

No Acute Pain

If the attendee has no acute pain/ problems, then the cost of the first session is $80 and is 45 minutes long. This is to teach them the basics; neutral spine, activation of abdominals, breathing etc. Ally can ideally do this but if they are unavailable, then Helen or Michelle can.


Acute Pain

If they have current pain, they will need a Physio-led Pilates session which is $115 and is 45 minutes long. The Physio will decide, using the pathway, if they are ready for the class or need more 1-1’s.


For Physio-led Pilates, they can use ACC and Southern Cross.


Women’s Health Pilates

Women’s Health Pilates is managed by Shannon. Shannon’s roles are;

  1. Manage Pathway of Women’s Health clients

  2. Keep Pregnancy Clients on google sheets up to date

  3. Inform reception and Helen when people are nearly finished so we can market spaces.

  4. Manage presents being sent and follow-ups of clients

  5. Record Referral sources of Women’s Health clients


Post Natal Pilates

The Post-natal class is run by Michelle on a Thursday at 11.15 am. It can have up to 6 attendees. All participants need a 1-1 before their first class – ideally by Michelle. If Michelle is not available – then with Helen.

The cost of the 1-1 is $80. They will need to fill in the Post-natal consent form. If there is Women’s Health issue, they should be booked in as a Private Women’s Health Client which costs; $115 for 45 minutes or $145 for 60 minutes.


Pregnancy Pilates

The Pregnancy class is on a Saturday at 10 am and is run by Michelle Penny and Helen. All participants need a 1-1 before their first class – ideally by Michelle and if not available, Helen.

The cost of the 1-1 is $80 for 45 minutes. They need to fill in the ant-natal new patient consent form. If there is Women’s Health issues, they will need to be booked in as a Private Women’s Health Client which costs; $115 for 45 minutes.

The attendee’s name, due date will be placed in the pregnancy register in google sheets (Pilates Spaces). When that attendee finishes the classes, a card, present and information on post-natal assessment will be sent out. A log will be kept on number of pregnancy and Post-natal classes will be kept in the register.

Class Descriptions

Physio-led Rehab classes

4-5 people in this class who have pain, recovering from an injury or chronic pain who needs to be managed by a physio. Exercises are individualised to that person and as the classes are small, technique is always checked. Clients move around the different bits of Pilates equipment including the reformer, springboard and trap table.

Instructor-led Studio Class

4-5 people in the class who have no pain or who has managed pain but is undergoing rehab. Exercises are individualised to that person and as the classes are small, technique is always checked. Clients move around the different bits of Pilates equipment including the reformer, springboard and trap table.


6-8 people in the class, using equipment such as therabands, balls, rings and rollers. Small class to ensure good technique. Physio led classes tend to be lower level so good for people in pain, Studio classes tend to be more advanced.

Mums and Bubs

6 people. Postnatal Pilates can be started any time after their 6 week post natal check. It is a mat class where mum can bring baby. Uses equipment such as roller, theraband, balls and rings.


4-5 people completing group mat work and individual equipment work

Class Prices

Mat classes;

                       Intro = $20

                        Casual = $33

                        Concession = $25/ class ($150 for a block of 6)


Rehab/ Studio Concessions; Casual = $40


Number of Classes

Cost per concession

Cost per class

Valid for

Intro 1st session











3 months




6 months




8 months

Pilates 1-1

Clients can come to either Physio or Instructor led Pilates 1-1 sessions for 30, 45 or 60 minutes. As with classes, if someone has acute or ongoing pain, they need to see a Physio first. If their pain is managed or they have no pain, they can see an instructor. See Pathway for further details and prices below.







Physio-led Clinical Pilates

(musculo condition/pain)




$70 each

ACC Physio-led Clinical Pilates





Studio Pilates (no pain)

Concession of 6

Concession of 10










$60 each



Concession Management

Clients can buy concession packs for their 1-1’s. Cliniko is not very good at keeping track of concessions so please write the concession type on the extra Invoice info in the billing section of their personal info section e.g 1-1 60 mins concession *6 or *10.

If there is a price change, the client’s existing concession pack has to be used before the new rate is implemented. There are a few clients who are on old rates. Please see separate sheet for names and procedure.

Clinical Pilates Pathway Flowchart – see below

Pregnancy and Post-natal Pathway Flowchart – see below

Stock-take and Products

Stock-take is completed once a fortnight by reception staff.

If you require stock then please email

Product pricing for clients

Most commonly sold products are loaded onto Cliniko but if you are unsure and you want an estimated price then visit as a guide. The general rule is that the GST exclusive price is doubled.

IMPORTANT- if you are getting a quote from any of the suppliers please ensure you are getting the GST exclusive price before proceeding.

Product pricing for staff

Staff receive products at a discounted rate which is cost price + GST = 10% (+ shipping if applicable).

Clinic staff supplies

As part of stocktake it is the admin teams responsibility to keep Tea, Coffee, Milk (Newmarket only) etc. well stocked. These can be ordered through Office Max.

Fruit is delivered to the Newmarket practice on Mondays and taken to Ascot the following day.

Contact details for these suppliers are;
K.C. Loo Fruit Centre

E: T:  09-630-4003  M: 027-477-0248


Whiteley Allcare (0800 255 227)

  • Massage Balls

  • Fixomul Tape, K tape

  • Tubigrip

  • Theraband & Tubing

  • Face Plates

  • Heel Cups

  • Shoulder Pulleys

  • Cold Packs

  • Air Cushions

  • Weights

  • PT Rub

  • Pilates Ring

  • Acupuncture Needles (Hwato)

  • Bakballs

  • Gloves

USL Medical (0800 658 814) – Account Number NM: 308419 AS: 303810

  • Foam Rollers

  • Pilates Balls

  • Lumbar Slimline D Rolls

Foot Science (0800 603 101) – Account Number: AKLPHY

  • Formthotics Heel Wedge/Raises

  • Formthotics Standard Orthotic

  • Trio Additions


Peace Pillows (0800 46 88 46)

  • Peace Pillows

Metagenics (09 478 2540) Account Number: 7771

  • Fibroplex 210g Raspberry/Lemon & Lime

  • Clam X 210g

  • MetaPure EPA/DHA 120 caps

  • MetaPure EPA/DHA 200ml

  • Glucosamine 60 Tabs

  • Inflavanoid 30 Tabs

Office Max (0800 426 473) Account Number NM: 2094554 AS: 2045559

  • A4 Paper

  • A5 Paper

  • Postage Envelopes (windowed)

  • Courier Bags

  • Pens

  • Cellotape

  • Hand Sanitizer

  • Tissues

  • Coffee & Tea

Please refer to and follow the Stock take form that is found on the clinic computers when you are doing a stock take as this will show you the quantities needed of each item.

If you have any queries regarding stock, please ask Tara (Practice Manager).


June 10th update: 

  • Physio-only In-service this Friday - please let Tara know if you cannot attend, and whether you can or not, please send any suggestions through to Katy in response to the topics in the email that was sent regarding the In-service

  • Next seminar: Running Seminar with Paul; Saturday, August 4th 11:30 am

    • Please refer any interested clients, especially those training for the marathon

  • Helen, Tara, & Shannon to attend the Metagenics seminar in Takapuna on the 20th

  • Mark has the Consumer Design workshop with Procare for the upcoming Pilot study- 8 of our valued clients have kindly offered their time to talk to us about how they would like GP's and physio to work together.

  • Kim is away on holiday until the end of July but when she is back next month she will be offering complimentary 15 min phone calls if anyone has a client who is wondering about whether they need to see a nutritionist. This booking option has been added to online bookings.

Inservice timetable 2018

9/2/18 Acupuncture Mike
16/3/18 Health collective  Katy + Mark 
13/4/18 Cancer rehab  Michelle 
18/5/18 AS screening Rach 
8/6/18 Sh- early stage rehab and TRX- Ad- TRX end stage and Plyomteric and end stage strength training/conditioning Shannon and Adele
13/7/18 Consisent treatment approaches PHYSIO ONLY + physio team meeting
10/8/18 Metagenics Metagenics - Kirsten & Verity
14/9/18 Knee injuries / Manipulations ? Shaneel Deo knee surgeon + manips ? Mike / Darryl 
12/10/18 Start Back / consistent treatment approaches  Phil Insull spine surgeon and Duncan Reid 
9/11/18 Cognitive functional approach to Low back pain Darryl
7/12/18 TBC TBC