Online Referrals

At Super Rehab, we allocate clinicians by carefully considering the client’s specific needs, goals, and location, as well as the availability of the appropriate professional. We strive to ensure the best match between clients and clinicians, taking into account factors like language preferences, gender preference, and the clinician’s expertise in handling specific conditions.

Our team of clinicians works closely together to provide high-quality, coordinated care. If there are any special requests, such as a clinician with language skills or specific expertise, we will do our best to accommodate these preferences, though availability may depend on the client’s location.

For more detailed information on how we assign clinicians and the differences between OT, PT, and EP services, please visit our Referral Allocation Guide link. 

Express OT Assessment: This is a quick and targeted assessment designed for clients with straightforward needs, such as basic equipment recommendations or minor home modifications. The focus is on addressing specific, immediate concerns in a shorter time frame, usually with a report provided within a few business days. It’s ideal for clients who need fast support with less complexity.

Comprehensive OT Assessment: This is a thorough and in-depth assessment that covers a wide range of areas, including home safety, mobility, daily living activities, and potential equipment or home modifications. It may also include cognitive or manual handling assessments, depending on the client’s needs. A detailed report will be provided after the assessment. This type of assessment is ideal for clients with more complex needs requiring long-term or multiple interventions.

Follow-Up OT Review: This review occurs after the initial assessment to monitor the client’s progress or to trial and assess the effectiveness of recommended equipment or modifications. It ensures that any adjustments can be made, and it may involve additional recommendations based on the client’s evolving needs.

For more information, please refer to our blog: Introducing Super Rehab Express Assessment.

We ask referrers to complete our Online Referral Form so we can be fully prepared before we start working with a client. The form gives us important details like the client’s medical history, any safety concerns in the home, and previous reports that can help guide their care. This information also helps us assign the most suitable clinician and provide safe, effective, and timely support from the beginning.

If a client hasn’t used our services in over 12 months, we treat it as a new referral. That’s because their situation may have changed. For example, they may have a new health condition, different contact details, or a new address. The referral form helps us keep our records up to date and ensures we’re working with the most accurate information.

Once we’ve accepted the referral, we will send you a PDF copy of the completed form for your records.

If you’re having any trouble navigating the online referral form, please contact our friendly Customer Service Team on (02) 8970 4632. We’ll be more than happy to help you by collecting the information over the phone and completing the form on your behalf.

Yes! At Super Rehab, many of our clinicians speak additional languages, including Cantonese, Mandarin, Vietnamese, and Indian. This can be particularly helpful in facilitating better communication with clients from diverse cultural backgrounds.

Please note, however, that we cannot guarantee a clinician who speaks the same language will always be available, as our clinicians cover specific geographical areas. If you're unsure about language availability for your client, please feel free to call us on (02) 8970 4632 to check availability before making the referral. We will do our best to accommodate language preferences wherever possible.

If a clinician who speaks the same language is not available, we can, with your agreement, assist in organising an in-person interpreter through the Translating and Interpreting Service (TIS National). Please note that this service is at the client's expense, as it is not a free service.

Yes, clients can cancel or reschedule appointments. We plan each assessment and therapy session in advance to meet the clients’ goals and maintain our high-quality service, hence we require at least 2 clear business days' notice for any cancellations or rescheduling.

If you need to make changes to an appointment, please contact us at (02) 8970 4632 or email us at info@superrehab.com.au.

For more details on our cancellation policy,  please visit our Short-Notice Cancellation Policy.

We value clear and efficient communication with our clients and referrers. We maintain regular contact through various channels, including phone calls, emails, and text messages. 

If you would like to get in touch with our team, you can find our contact details here.

At Super Rehab, we are fully committed to upholding the highest standards of privacy, confidentiality, and cyber security. We understand the importance of safeguarding personal information and confidentiality. 

For more details on how we protect your privacy and confidentiality, please visit our Privacy and Confidentiality Policy.

As a mobile service provider, we travel to our clients' homes for assessments and therapy sessions. If parking near your home is difficult, please let us know about any alternative parking options. For safety and manual handling reasons, our clinicians avoid parking in shopping centre car parks unless the client’s residence is directly within the same building. We prioritise easy and safe access to your home to ensure the best possible care experience.

If free parking is not available and our clinicians need to pay for parking, the full parking fee will be added to the Allied Health service fees.

For more information, please visit our parking policy.

We highly value your feedback, as it helps us continuously improve the quality of our care and services. If you'd like to share your thoughts, we would love to hear from you! 

Please follow this link to provide your feedback: Feedback andComplaints.

During the referral process, you can specify any additional requirements such as language preferences, gender preference, mobility aids, or any complex needs. We will take this into account when allocating the most suitable clinician for your client.

Once we receive the completed referral form, we aim to respond within 24 business hours. The time to start services will depend on the availability of the appropriate clinician and the client’s location. We strive to schedule the initial assessment as soon as possible, usually within 5-10 business days.

We do prioritise urgent referrals, such as those involving existing pressure injuries, a carer not coping at home, or a recent discharge from the hospital. However, please note that we are not an emergency service. If there is any urgent medical concern or safety concern, please contact 000 for immediate assistance.

Following the assessment, we provide a detailed report outlining the client's needs, any recommended equipment or modifications, and further action points (e.g., therapy or capacity-building sessions). We also prepare relevant documents, including home modification reports and/or funding application reports.

Please note, there are additional costs associated with these reports.

Most reports will be completed and sent to you within 5 business days. For more complex and in-depth reports, particularly for NDIS-related assessments, we will send them within 10-15 business days or based on the agreed timeframe when you make the referral.

Safety is our top priority. Before each home visit, we conduct a home safety screening, and our clinicians are trained to identify and manage risks such as clutter, pets, or accessibility challenges. If any safety concerns arise, we will work with the client and their support network to ensure a safe environment for both the client and clinician.

While we strive to provide timely services, Super Rehab is not an emergency service provider. If a client requires urgent medical attention, please contact 000 or emergency services immediately. For non-emergency but urgent needs, such as recent hospital discharge, pressure injury or carer not coping, please call us directly on (02) 8970 4632 to check clinician availability. We will do our best to prioritise and accommodate your request where possible.

You can request to speak directly with the treating clinician about the client’s care. Please contact our office on (02) 8970 4632 to schedule a time, as clinicians may be occupied with appointments throughout the day. We’ll make sure your queries are addressed as soon as possible.

Additionally, our clinicians will proactively communicate with you via email or phone regarding the client’s progress and treatment plan. You are welcome to respond to their emails or return calls when needed.