Good to know
Patient info
First visit, cancellations and billing – simply explained
Therapy & training
Everything you need to know about therapy & training
To make starting therapy easier and show you how things work, here are the most important points explained step by step.
First visit
Starting physiotherapy with us should be as pleasant as possible right from the beginning. That’s why you can book your first appointment easily by phone or online via our website.
To allow your physiotherapist to carry out a thorough assessment, please bring your doctor’s referral and, if available, your doctor’s letter or medical report and any X-ray and/or MRI images to your appointment.
- What do I need to bring to my first appointment?
As mentioned, the most important thing is your doctor’s prescription, which you can hand in directly at reception. A doctor’s letter, medical report, X-ray or MRI images are also very useful for your therapist. Bring comfortable clothing for the therapy. You don’t need a towel.
- How do I book follow-up appointments?
After your first therapy session, your therapist or our front office team at reception will arrange and note down any follow-up appointments with you.
- How long does the first appointment take?
A session with us usually lasts 45 minutes – and so does your first appointment.
- What exactly happens at the first appointment?
At the start, a precise assessment and a holistic examination are very important. Besides asking you questions and observing, your therapist will go through certain tests with you and may already carry out a first trial treatment. The further course of therapy is then discussed with you and, of course, shared goals are set.
Cancelling an appointment
If you ever can’t make an appointment, that’s of course no problem. Please cancel the appointment by phone or email at least 24 hours before the agreed time.
If you have access to our online portal (in German) (external website, opens in a new tab), you can also cancel your appointment there directly.
- What happens if I don’t cancel an appointment in time?
In this case we reserve the right to charge the missed therapy session in full. So please make sure you always cancel appointments at least 24 hours in advance, so we have enough time to offer the slot to another patient.
- What if I can’t reach anyone by phone to cancel my appointment?
In this case, simply send us an email cancelling your appointment.
- Will I get a replacement appointment for my missed session?
If you cancelled in time, the session is of course simply added on at the end and a new date is arranged with you.
Billing
Physiotherapy is billed in the same way as a visit to a private doctor (Wahlarzt). After your therapy ends, you receive an invoice for the sessions you have had, and your health insurance fund (e.g. ÖGK) reimburses the usual partial amount. Accident or supplementary insurance covers the difference where applicable.
- What happens at the end of my therapy?
At the end of your therapy we send you an envelope to the address you gave us, or hand it to you in person after your last session. It contains your original doctor’s prescription, an invoice and a list of all the sessions you have had. You still need to sign this list.
- Who sends me the invoice?
Our team includes employed and self-employed therapists. If you are treated by a self-employed therapist, they are your contractual partner and issue the invoice to you themselves. Our office will be happy to tell you who works with us in which way.
- Do I have to pay for the therapy myself?
As we can’t bill your health insurance fund directly, you first pay the invoice yourself. You can then get part of it reimbursed – or even the full amount if you have supplementary insurance.
- Where can I submit the invoice?
You can submit the invoice to your health insurance fund or your accident or supplementary insurance, together with the doctor’s prescription, the signed list of sessions and a payment confirmation from your bank.
- Do I have to fill in and sign the back of my referral?
You only need to fill in the back of your prescription if your therapist doesn’t give you a separate list of sessions. With us, it is therefore not necessary to fill in the referral separately.
- The BVAEB has sent my referral back to me. What now?
In this exceptional case, the BVAEB sends approved prescriptions directly back to the patient. Simply bring your referral to your next therapy appointment and hand it in at reception or to your therapist.