Practice Policy

At Active Lifestyle Physiotherapy we require your consent to collect personal information about you. You will receive a link prior to your first appointment. Please read the information provided prior to attending your first appointment and complete the form. 


The main reason we collect information from you is to enable us to provide you with a quality service. The information we collect allows us to properly assess your situation, provide appropriate information & advice, & assist you in achieving your goals. We will also use the information you provide for administrative purposes in running our business & for correspondence with others involved in your health care including doctors, specialists, and other health professionals.

Use of AI Clinical Documentation Tools (Heidi Health)

Our practice may utilise secure AI-assisted clinical documentation software, including Heidi Health, to support the creation of clinical notes during consultations.

These tools are used to assist clinicians with accurate and efficient documentation and may process information discussed during appointments. All information is handled in accordance with applicable Australian privacy legislation and professional confidentiality obligations.

AI-generated notes are always reviewed, edited, and approved by the treating clinician before being saved to the patient record. The use of AI documentation does not replace clinical judgement or professional responsibility.

Patients may request that AI-assisted note taking not be used during their consultation by notifying their clinician or reception staff.

Cancellation & Appointment Policy — Active Lifestyle Physiotherapy

We ask that you give us at least 24 hours’ notice if you need to cancel or reschedule your appointment.

When a late cancellation occurs without adequate notice, that time can no longer be offered to another patient in need. To help us maintain the clinic and ensure fair access to care for all patients, the following fees apply:

  • Less than 24 hours’ notice: $65 cancellation fee
  • No-show or arrival more than 15 minutes late: Full consultation fee ($125), and we will ask you to reschedule

We completely understand that life doesn’t always cooperate. If you wake up unwell or a genuine emergency arises, please contact us as soon as possible and we’ll handle the situation with understanding and common sense.

Please also arrive on time for your appointment. Our sessions are carefully scheduled to minimise wait times and ensure every patient receives their full allocated time. Arriving late reduces your own treatment time and can affect patients booked around you.

If you are running late, please contact us as soon as possible. We’ll always do our best to accommodate you in the time remaining, though the full consultation fee will apply.

We appreciate your understanding — these policies allow us to continue providing the highest standard of care to every patient we see at Active Lifestyle Physiotherapy.