FAQ

Get Answers to Frequently Asked Questions Here


Our new clients often ask us about pricing, location and our management approaches. Here are  some of our most frequently asked questions. If you don’t see your question below, don’t worry; simply call a member of our team or email us your questions

    Please note: Not Just Bendy Hypermobility Services has a code of conduct for our clients and has a zero tolerance policy for rude, harassing, manipulating, intimidating or violent behavior towards their therapists, receptionists and other clients. We also have the right to withdraw service for any reason we choose without explanation.  Enforcement of this policy is at our discretion and you will be excluded from attending our practice in the future. For more information please see more details here

  • Where is Not Just Bendy located?

    We are located at our custom-built home for hypermobility in Eight Mile Plains.

    Our contact details are as follows: 

    Freeway Office Park 2, Building 9, Level 1, 2728 Logan Rd, Eight Mile Plains. QLD 4113 Phone: (07) 3123 4826.   Fax: (07) 3532 8704

    It is best to search for “Not Just Bendy” in your maps app.

    Directions can be found here: https://notjustbendy.com/directions/

  • What can I expect from my initial physiotherapy session at Not Just Bendy?

    At Not Just Bendy, prior to your first booking, we will send you an online questionnaire where we ask you a variety of questions about your goals and conditions.  This will take you 10-20 minutes to complete and gives us a lot of important information to consider. 

    Initial Assessment (75 minutes total)

    • Pre-Appointment Review (5 minutes) : Before we meet, we dedicate time to thoroughly review your online assessment form. This helps us gain a comprehensive understanding of your situation and prepare for our session.
    • In-Person Assessment (60 minutes):
      • Detailed questioning about your goals and main problems, focusing on joint and muscle issues.
      • A review of your body’s systems to understand how they may relate to hypermobility.
      • General advice on managing hypermobility and, time permitting, starting a physical assessment. The extent of physical assessment during this initial meeting varies based on individual complexity.
    • Post-Session Documentation (10 minutes): After our meeting, we allocate time to comprehensively document your session and plan the next steps in your treatment.  This time will likely include a letter to your referring practitioner (this may be completed after the second session if more information is required).

    Second Appointment (60 minutes total)

    • Session with Physiotherapist (50 minutes): This follow-up session is crucial for:
      • Completing your full assessment including the most impactful joint/muscle issues
      • Providing in-depth education about your condition.
      • Trialing products/braces/taping that may be of assistance
      • Initiating your treatment including hands on and/or exercise/rehabilitation program.
      • Treatment plan and recommendation for ongoing appointments.
    • Post-Session Documentation (10 minutes): After our meeting, we allocate time to comprehensively document your session and plan the next steps in your treatment.

    Ongoing Appointments

    • The frequency and length of subsequent appointments (30-60 minutes) are personalized based on factors like your progress, travel requirements, financial considerations, and the level of support you need.

    We are committed to a patient-centered approach and encourage open communication throughout your treatment journey. If you have any questions or require further details, please feel free to contact us.

    Please be aware if Sharon Hennessey takes you on as a new patient the initial appointment session with be 90 minutes

  • Can your practice/physios diagnose me with Hypermobile-Ehlers Danlos Syndrome?

  • We can let you know if you fit the criteria for a hypermobile spectrum disorder, and can provide advice for further medical assessment if required.

    Our team will NOT be able to diagnose Hypermobile-Ehlers Danlos Syndome (H-EDS), but they can give you advice on the criteria and if onward referral for this diagnosis from a medical specialist if we consider this necessary. 

  • Are Not Just Bendy taking new patients for physiotherapy?

    Currently we have a wait list for all new patients. Please complete our New Booking Enquiry Form to add your name to the list.

    Wait times are different for everyone, so we are unable to give an accurate indication of new appointment availability. Unfortunately, our principal Sharon Hennessey has closed her books currently but does work very closely with her team to ensure consistent care is offered by all therapists at the clinic. Our specialised team is always growing, and we will contact you as new appointments become available. Please ensure you add our contact details to your phone so you do not miss our call and check your spam folder for our emails. Failure to respond to the waitlist offer after we have attemped to contact you three times will result in you being removed from our waiting list. We take no responsibility if you miss our attempts to contact you.
  • When should I see the Not Just Bendy Exercise Physiologist?

  • An Exercise Physiologist has an in-depth understanding on the intricacies of the body’s response to exercise and physical activity, including in hypermobility. 

    Exercise Physiology focuses on optimizing physical function and management of acute or chronic conditions through development and delivery of tailored exercise programs. They like to describe this as “Exercise as medicine”.

    Examples of what our Exercise Physiologist Avery can help with include:

      • Developing and progressing exercise programs
      • Pilates based matwork and equipment sessions
      • Integrated Movement Method sessions which work on breath and connection to the ground to build strength while actively relaxing tight muscular areas
      • Assessment and program development so you can attend one of our small group classes (2 sessions needed)
      • Advice on safe exercise & activity pacing to help with fatigue and PEM (post exercise malaise)
      • POTS/dysautonomina rehab programs and improving cardiovascular fitness
      • Strength programs involving weights and cardiovascular equipment such as gym programs
      • Visit your local gym with you to review your program

    But Exercise Physiology does not include:

      • Diagnosing musculoskeletal conditions and hands-on treatment
      • Prescription of rehab exercises to manage specific areas of concern
      • Fitting and prescribing of aids to help manage your condition such as braces and splints

    Starting exercise physiology does not mean you have to stop seeing your regular Physiotherapist. Working together, our Exercise Physiologist and Physiotherapists create comprehensive treatment plans that address your specific needs, promoting better joint stability, reducing the risk of injuries, and optimizing overall physical health. The collaboration will enable us to deliver a holistic and integrated approach to your care.

    Our Exercise Physiologist will refer you on to physiotherapist if you need more in-depth assessment of hypermobility or need treatment only physios can give.

    Exercise Physiology is available on private health and NDIS without a referral.  You will need a Drs referral to claim a rebate for Workcover, DVA and medicare EPC plans. 

  • What can I expect from my initial sessions of exercise physiology at Not Just Bendy?

  • At Not Just Bendy, prior to your first booking, we will send you an online questionnaire where we ask you a variety of questions about your goals and conditions.  This will take you 10-20 minutes to complete and gives us a lot of important information to consider. 

    Initial Assessment (60 minutes total)

    • Pre-Appointment Review (5 minutes) : Before we meet, we dedicate time to thoroughly review your online assessment form. This helps us gain a comprehensive understanding of your situation and prepare for our session.
    • In-Person Assessment (50 minutes):
      • Detailed questioning about your goals and main problems, focusing on joint and muscle issues.
      • A review of your body’s systems to understand how they may relate to hypermobility.
      • General advice on managing hypermobility and, time permitting, starting a physical assessment. The extent of physical assessment during this initial meeting varies based on individual complexity.
    • Post-Session Documentation (5-10 minutes): After our meeting, we allocate time to comprehensively document your session and plan the next steps in your treatment.  This time will likely include a letter to your referring practitioner (this may be completed after the second session if more information is required).

    Second Appointment (60 minutes total)

    • Session with Exercise physiologist (50 minutes): This follow-up session is crucial for:
      • Completing your full assessment
      • Initiating your treatment including exercise/rehabilitation program.
      • Treatment plan and recommendation for ongoing appointments.
    • Post-Session Documentation (10 minutes): After our meeting, we allocate time to comprehensively document your session and plan the next steps in your treatment.

    Ongoing Appointments

    • The frequency and length of subsequent appointments (30-60 minutes) are personalized based on factors like your progress, travel requirements, financial considerations, and the level of support you need.
  • I would like to get stronger – should I see your physiotherapists or your exercise physiologist for Pilates?

  • Our physiotherapists and exercise physiologist can get you started on an exercise program to do at home but if you have very complicated issues it may be best to see the physiotherapy team first.  If you are already exercising regularly or attending a gym or pilates classes elsewhere, or simply want to exercise then seeing the exercise physiologist initially is recommended. 

    Once you have the basics, under you can move into Bendy and Strong Classes in our pilates and exercise gym.  Unless you have prior recent experience with pilates or exercise you will need at least two sessions before we can start you in a class.  This is to ensure the safety of all participants.

  • Why do your appointments include time for documentation?

  • As a valued member of the Not Just Bendy community, I wanted to personally update you about some important changes to our treatment structure, effective from 29th January 2024.

    In the past year, we’ve faced challenges, including the resignation of several staff members due to burnout. This has highlighted the need for us to reassess our working model, especially given the complexity and unique needs of our clients, particularly those with complex hypermobility conditions. Our commitment to providing exceptional care includes ensuring the well-being of our dedicated team.

    To address these challenges, we are slightly adjusting our consultation times to allow for comprehensive documentation. This is vital for ensuring treatment continuity, monitoring client progress, and meeting legal requirements set by our governing body.

    The updated appointment structure will be as follows:

      • 30-minute consultation: 25 minutes of therapy + 5 minutes for documentation.
      • 45-minute consultation: 37 minutes of therapy + 8 minutes for documentation.
      • 60-minute consultation: 50 minutes of therapy + 10 minutes for documentation.

    While this represents a change, it is a crucial step towards enhancing the care we provide and supporting the health and balance of our staff. We believe these adjustments will help us continue to offer the high-quality service you expect from us.

    We appreciate your understanding and support during this transition. If you have any concerns or questions, please feel free to reach out to us

     

  • Why am I being asked for permission to record my sessions at Not Just Bendy?

  • Another quality improvement process we are undertaking is improving the accuracy of your clinical notes and decreasing the time it takes us to complete our letters.  Due to this we are asking each client (on each session) if we are able to record the session so a transcript to be created.  These transcripts (not your voice recordings) are kept on a secure server for 30 days and then deleted.  Rest assured we only permanently record details in your notes relevant to your session.

    Please do not feel any pressure to consent if you have any concerns about this process.

  • What are the prices for telehealth?

  • Telehealth consultations attract the same fee as our in-rooms sessions for the same length of time.  This is because our therapists still need to allocate the same time in their schedule for telehealth assessments as for in- rooms treatments

  • Do I need a referral from a GP?

  • You do not need a referral from a GP to attend physiotherapy.

  • What should I wear?

  • Our physiotherapists need to be able to get a clear picture of your condition so we would prefer you wear shorts that are a little loose and finish above the knee and a singlet, sports crop or bra.  If this causes some anxiety, we can make modifications for most situations and we have some spare garments if you do not have anything suitable.  You are able to change at the start or during your session if required.

    For pilates/gym sessions and classes, typical gym type gear is appropriate. 

  • Are you able to treat my child?

  • Yes, we are able to see children over the age of 4 for their hypermobility related challenges.  We will refer children on to specialty paediatric physiotherapy practices if needed.

  • Do you offer Pilates or classes?

  • Many of our physiotherapists have training and experience in Pilates and offer individual sessions.  Your home program can also incorporate elements of Pilates. We also have supervised small group Pilates classes (max of 3 persons) run by one of our therapists.  An individual assessment is required prior to starting any class, Pilates, or gym work.

  • Do you write reports so I can access the NDIS or Disability Support Pension (DSP)?

  • Completing reports for the NDIS or DSP are complicated and take a great deal of time. 

    Due to this we can only do reports for clients who have gone through our assessment processes and have been clients of our clinic for a minimum of 3 months.  There are additional charges for any interview sessions to collect further information for the reports, and also a charge for reports based on our therapists’ pro-rata hourly rate. More details about costs of reports can be found here
  • Do you accept Medicare Chronic Disease Management plans (formerly Enhanced Primary Care or EPC) if I am referred from my GP?

  • Yes, we do – you are entitled to up to 5 ‘Allied Health’ consultations per calendar year, which can be used for physiotherapy or exercise physiology. You will need a special plan prepared by your GP, commonly known as an EPC (enhanced primary care) or Chronic Disease Management Plan. As we are not a bulk-billing clinic, you will be required to pay the full Physiotherapy consultation fee at the time of your appointment. You can then claim your rebate from Medicare. If you bring your Medicare card to the clinic we can process your Medicare rebate on the spot, and pay the rebate onto your Debit Card (you will also need your debit card for this).

    Please see our Prices Page for the current Medicare rebate amount. 

  • How about private health?

  • Yes, private health rebates apply for physiotherapy.  All health funds are different so you need to check with your provider.  We have a HICAPS machine so we can claim your rebate directly from the health insurer, leaving you to pay any gap between their rebate and our existing fees.

  • Do you offer any discounts for Pensioner Concession Card or Disability Support Pension?

  • As a small business, we are not able to offer discounts at this time.  Our pricing structure is tiered to ensure more affordable access to our services.

  • What if I arrive late to my appointment?

  • ​​Our service providers always endeavour to run on time, so if you arrive late, this will unfortunately reduce your treatment time. Usually, our providers aren’t able to add additional time at the end of the appointment to make up for any missed time, as they are usually fully booked. We are also unable to adjust the appointment fee to account for any lost time due to your late arrival.

  • What about NDIS?

  • Yes, we do see NDIS clients who are self-managed or plan-managed only.  We are not a registered provider so cannot see NDIA-managed clients.  For plan-managed clients we require a service agreement, which you will be asked to fill in prior to your first appointment. Details on how to download this are available in the email and online questionnaire you will receive soon after booking in for your first session.

  • I just have a few quick questions for my therapist?  Can they call me or email me outside of my session?

  • As I am sure you can imagine we have many hundreds of patients with complex problems and presentations to care for, so unfortunately our physiotherapists are unable to take phone calls with clients or correspond via email outside of appointment times other than for emergency reasons. 

    If you have issues specific to your exercise program or a flare of symptoms, or you would like an earlier appointment then we recommend you call (3123 4826) or email reception@notjustbendy.com and the reception team will pass on messages for you. 

    If general questions come up between your sessions, it is a good idea to keep a list (eg. on your phone) to discuss with your therapist at your next session.

    For some circumstances, a short (up to 15 minutes) phone or telehealth consultation can be arranged with your therapist.  These are charged at around $50.

  • What should I do if I wish to make a complaint?

  • At Not Just Bendy we do take all complaints seriously and are developing a new procedure to ensure that complaints are dealt with in a timely manner.  Please complete our online feedback form here.  Our goal is to acknowledge receipt of a complaint within 48 hours (excluding weekends) and contact you with further information following investigation which can generally take up to one week.

Please note: Not Just Bendy Hypermobility Services has a code of conduct for our clients and has a zero tolerance policy for rude, harassing, manipulating, intimidating or violent behavior towards their therapists, receptionists and clients. We also have the right to withdraw service for any reason we choose without explanation.  Enforcement of this policy is at our discretion and you will be excluded from attending our practice in the future. For more information please see more details here