Common questions,
clear answers.
Navigating allied health services, funding pathways, and care processes can sometimes feel overwhelming. Find clear, practical answers below — or contact our team directly if you need more help.
We allocate clinicians by carefully considering the participant’s specific needs, goals, and location, as well as the availability of the appropriate professional. We strive to ensure the best match between participants and clinicians, taking into account factors like language preferences, gender preference, and the clinician’s expertise in handling specific conditions.
Our team works closely together to provide coordinated care. If there are any special requests — such as a clinician with particular language skills or specific expertise — we will do our best to accommodate these preferences, though availability may depend on the participant’s location.
We ask referrers to complete our Online Referral Form so we can be fully prepared before we start working with a participant. The form provides important details like the participant’s medical history, safety concerns at home, and previous reports — helping us assign the most suitable clinician and provide safe, effective care from the beginning.
If a participant hasn’t used our services in over 12 months, we treat it as a new referral, as their situation may have changed. Once we’ve accepted the referral, we will send you a PDF copy of the completed form for your records.
Having trouble with the form? Call our Customer Service Team on (02) 8970 4632 and we’ll complete it on your behalf over the phone.
Once we receive the completed referral form, we aim to respond within 24 business hours. The initial assessment is generally scheduled within 5–10 business days, depending on clinician availability and the participant’s location.
We prioritise urgent referrals — such as existing pressure injuries, a carer not coping at home, or a recent hospital discharge. Please note that we are not an emergency service. For any urgent medical or safety concern, please contact 000 immediately.
During the referral process, you can specify any additional requirements such as language preferences, gender preference, mobility aids, or complex needs. We will take all of this into account when allocating the most suitable clinician for your participant.
Comprehensive OT Assessment — A thorough, in-depth assessment that takes place in the participant’s home. Our occupational therapist evaluates a wide range of areas including home safety, mobility, daily living activities, and the potential need for assistive equipment or home modifications. Depending on the participant’s presentation, the assessment may also incorporate cognitive screening or manual handling components. This assessment is best suited to participants with complex, multiple, or longer-term needs and forms the foundation of the participant’s ongoing therapy plan.
Subsequent OT Review — Conducted after the Comprehensive OT Assessment, the Subsequent Review is a focused follow-up session designed to monitor the participant’s progress and evaluate the effectiveness of any recommended equipment or modifications. It provides an opportunity to make clinical adjustments, trial new strategies, and update recommendations based on the participant’s evolving needs. Subsequent Reviews are typically completed within 6 months of the initial Comprehensive OT Assessment.
Yes — many of our clinicians speak additional languages including Cantonese, Mandarin and Vietnamese. This helps facilitate better communication with participants from diverse backgrounds.
We cannot guarantee a matching clinician will always be available, as clinicians cover specific geographic areas. Call us on (02) 8970 4632 to check availability before referring.
If a matching clinician isn’t available, we can — with your agreement — help organise an in-person interpreter through the Translating and Interpreting Service (TIS National). This service is at the participant’s expense.
Super Rehab is not an emergency service provider. If a participant requires urgent medical attention, please contact 000 immediately.
For non-emergency but urgent needs — such as recent hospital discharge, a pressure injury, or a carer not coping — please call us directly on (02) 8970 4632 to check clinician availability. We will prioritise and accommodate your request where possible.
We kindly ask that you inform us of any parking difficulties or alternative options before the appointment, so we can plan accordingly. If free parking is not available and clinicians are required to pay for parking, the full cost will be added to the service fees.
For safety and manual handling reasons, our clinicians avoid parking in shopping centre car parks unless the participant’s residence is directly within the same building.
Following the assessment, we provide a detailed report outlining the participant’s needs, recommended equipment or modifications, and further action points (e.g. therapy or capacity-building sessions). We also prepare relevant documents such as home modification reports and funding application reports.
Please note there are additional costs associated with reports. Most reports are completed within 5 business days. Complex NDIS-related reports may take 10–15 business days, or as agreed at the time of referral.
We maintain regular contact through phone calls, emails, and text messages. Our clinicians proactively communicate with referrers via email or phone regarding the participant’s progress and treatment plan.
To speak directly with a treating clinician, please contact our office on (02) 8970 4632 to schedule a time — clinicians may be occupied with appointments during the day and we will ensure your queries are addressed promptly.
Safety is our top priority. Before each home visit, we conduct a home safety screening. Our clinicians are trained to identify and manage risks such as clutter, pets, or accessibility challenges. If any safety concerns arise, we work with the participant and their support network to ensure a safe environment for both the participant and clinician.
Yes — participants can cancel or reschedule appointments. We require at least 2 clear business days’ notice for any cancellations or rescheduling.
To make changes, contact us on (02) 8970 4632 or email info@superrehab.com.au. For more details, please visit our Short-Notice Cancellation Policy.
We are fully committed to upholding the highest standards of privacy, confidentiality, and cyber security. We understand the importance of safeguarding personal information at every stage of care.
For full details, please visit our Privacy Policy.
We highly value your feedback — it helps us continuously improve the quality of our care and services. Please visit our Feedback and Complaints page to share your thoughts.