Our Covid-19 protocol and why.
Q: Why can’t I see you if I have a mask exemption?
A: If we accept mask exemptions, we need to block out extra slots as it increases our infection control requirements for staff and other patients. If we change our procedures, we have a higher risk of having to close the clinic in the case of a Covid-19 case in the community. Again, our patients who are already attending the clinic miss out. We wish we could treat everyone!
Please know that we are working hard at looking at options and in constant communication with our governing body about what is possible as we know there are many patients in need.
Q: Where can I go if I have a mask exemption?
A: We are working closely with the other practitioners in the community and we have options for you! Just email us via the CONTACT page and we’ll make a plan with you.
Q: Why do we have an outdoor waiting room?
A: Did you know that if a patient is infected, there is a three hour lag time when inside? That’s why we moved you outside!
To maximise airflow, we have all our doors open (including to the corridor), that way each treatment room has two way ventilation. In order to ensure privacy, we have moved our waiting room outside (so no-one can hear your conversation!) and it doubles as a protection against cross infection indoors.
Q: Can I get a vaccine mandate exemption for my workplace from you?
A: No. We do not have the training or the scope to do this.
Q: What if I have a runny nose?
A: Your appointment is conditional on no COVID symptoms or close contacts. You will have a form to complete (takes 10 seconds!) before your appointment. This is on your emails.
I have a responsibility as the leader of our clinic to patients and staff. Due to daily changing requirements, my practitioner role and post-grad study commitments, I’m working hard! Most businesses are working harder than usual for this reason. Please keep this in mind.
I wish there was a ‘one size fits all’ but indeed there is not.
Procedures are constantly being reviewed so as many patients can be treated at our high standard.
These are challenging times for all. It’s not forever.
During your treatment we’ll make sure the session is about YOU, not Covid.
Any questions please email ahead of your appointment. firstname.lastname@example.org
Can I come for treatment if I'm not vaccinated?
Short answer, yes.
Think of us as different from the café or the mall.
We are providing healthcare.
We are trained to make clinical decisions every day and this is no different. If we think a patient poses a risk (vaccinated or unvaccinated), we will ask that they postpone their treatment.
It really helps with all the protocols in place including the fact that we have online pre-screening, you have an outdoor waiting room, you only enter one room in the clinic and we both wear masks and sanitise.
We are trained to make decisions on PPE and are following the Ministry of Health mandate on vaccination requirements as well as the Ministry of Health Position Statement.
If you have ANY QUESTIONS, ask us!
As always, transparency is the best way forward.
COVID, vaccinations, opinions and respect for each other
We respect differing viewpoints and opinions and believe it’s not our place to tell someone else what they should do with their own body.
We ask for your respect and understanding of the position we are in as regulated health care practitioners in New Zealand.
We recognise there are different opinions around vaccination and that it can be a strongly emotive topic. We believe that staying connected and respectful as a community is a top priority, and have no wish to contribute to any form of division.
For this reason we cannot engage in any discussion about the current vaccination debate.
Thank you for your kind understanding.
How much does treatment cost?
This was updated March 1st, 2022.
ADULT $85/CHILD $75
ADULT $53/CHILD $48
** CHILD = 15 and under
Charges for the following, please contact us:
What do I get for my treatment cost?
The cost of your treatment includes:
- online booking system (you can change your appointment yourself as many times as you wish at any time of the day up until 24 hours before your appointment)
- confirmation email with instructions and videos
- reminder email two days prior to your appointment
- reminder text the day before
- ACC completed electronically with an answer from ACC usually within your same appointment
- email support prior (from our clinic manager) and after your appointment (from your osteopath)
- 40 minutes of our time (please note this is 10 minutes longer than many osteopathy appointments in New Zealand)
- detailed notes are taken in each appointment to ensure best practice and safety to enable us to compare the outcome that is specific TO YOU. You are not a ‘back pain’ patient to us. You are an individual that needs specific treatment for YOU.
- in appointment rehabilitation (if appropriate)
- education via after treatment email support – what we do is work towards a management solution WITH YOU so you don’t need to rely on us!
- monitoring your response to treatment and communication with you should you have any issues – including when you feel better!
- emails and phone calls (as appropriate) with the team of practitioners who work with you including midwives/GP/massage therapists/ personal trainers/ specialists
- preparing and sending referral letters as appropriate
- preparing and sending scan referral letters as appropriate
- sending you support videos/ exercises and education references
- outside appointment time access to our clinic manager for any questions and these will be relayed to your osteopath if needed
What do we do differently ?
When asked, this is what our osteopaths said.
- We take a medical case history and are primary healthcare practitioners, meaning you can come in off the street and get a diagnosis or get referred to the appropriate place if its outside of our scope of practice
- We are actually holistic and don’t just use the word as a marketing tool. We understand how different body parts interact from a bio-mechanical standpoint and can often find ‘issues’ before they become symptomatic
- We have weekly collaborations between all the osteopaths in the clinic so if its a tricky case you could get up to 3 brains trying to nut out the best approach
- We think education and self-empowerment is key. This takes time but we want you to understand your body better and give you tools to work through issues that may arise for you.
- We do 40 minute appointments. This is a big one – and means we don’t rush through our appointments, so we have time to really listen and engage with our patients.
- We are really interested in getting people better – whether that’s with us, or if we need to send our patients to someone else, it doesn’t matter for us.
- On that note, in the nicest possible way, we try to get rid of our patients where possible – to help them stand on their own two feet without us.
- We take a whole person approach to what people come in with, trying to figure out what aspect(s) of someones life is contributing to their issues. Even if it’s not in our scope, we can help guide them in the right direction.
- We allow more time at end of session to allow time for integration which allows the nervous system to integrate the work – like saving your work on a computer!
- We do extra outside the 40 minute session for example, communicating with your personal trainer, specialist, midwife, other practitioners working with you.
- We encourage a team approach and like to work with other practitioners you’re working with to provide an integrated approach – this takes our time outside the treatment time.
- We ALWAYS aim to find a reduction of pain within the same session – that is our goal – hence less number of treatments
- You will receive email support if you wish to be in contact with us outside the treatment time.
How do I book online?
Click here to watch the video explaining step by step how to book online. All your questions answered! It’s easy, we promise!
Which practitioner will I see?
We take responsibility for our patients based on what we do best. That’s why we each see different patients in order to ensure that you GET TREATMENT FAST and get the best care.
Our system is reviewed regularly to see if we can ‘do it better’ and we definitely take on your feedback. This ensures that we maintain our goal of exceptional health care.
If you end up seeing a different practitioner to what you thought, we can assure you that all our patients are reviewed and we have meetings twice a week to discuss care and best practice for you all.
NEW PATIENTS OVER 6: Ben and André see all new patients over 6 years of age.
EXISTING PATIENTS. If as a new patient you were treated by Ben or André, they will continue treatment. Jacquelyn sees her long-standing patients, pregnant patients, and those under six years of age.
NEWBORN, UNDER 6 AND PREGNANCY: Jacquelyn and André see all new patients in this category.
Do I need a referral to see an osteopath?
Despite many clients being referred by their doctor or other health professional, a referral is not required to see an osteopath. Should you prefer, you may make an appointment with us directly. This applies even if you have had an accident or wish to submit an ACC claim.
Can you lodge my ACC claim?
Yes, we can lodge an ACC claim for you. This allows you to have your injury assessed and treated immediately, that is, without the need to first visit your G.P.
Will I be charged if I miss my appointment?
Yes, we charge for missed appointments and late cancellations.
We require 24 hours notice if you wish to change or cancel your appointment.
A last minute cancellation or ‘no show’ means we’re unable to help somebody else who needs treatment.
We charge a late cancellation fee of $30, which we donate to a local charity, MAZ.
If you have more than two late cancellations you will be charged $50, which must be paid before booking any further appointments.
Our cancellation policy is in the terms and conditions at time of booking and on every email.
Cancelling your appointment
Our booking system sends out email appointment confirmations and reminders to help you schedule your appointments. Should you need to cancel you can do so from a link in one of those emails, or get in touch via email, txt or phone call.
What if I am unwell?
WE CHARGE FOR MISSED APPOINTMENTS.
If you’re ill on Monday, and your appointment is Thursday, CANCEL! We’ll put you on the waitlist if need.
That way you won’t be charged.
What if I get ill on the day? We understand this can happen and of course, be honest with us and we’ll waive the cancellation fee.
How long is an appointment?
The appointments last 40 minutes.
This allows and includes assessment, taking of details, looking up reports (if relevant), hands-on treatment, resting time (which is needed after treatment), discussion of homework, your payment, and re-booking.
What should I wear to an appointment?
Osteopathy is hands on medicine and treatment usually involves moving various parts of your body. It is thus easiest if you wear loose, comfortable clothing. Depending on your health issue at times it may be necessary to undress down to your underwear. If this is uncomfortable for you in any way please speak with us at the beginning of the appointment to ensure you stay comfortable.
We have spare shorts for anyone that requires them.
What should I bring to my appointment?
If you have any x-rays, test results or relevant medical notes bring these with you. We require the radiologist report. Please email before your appointment when possible. For babies it may also be useful to bring their Plunket Book.
Will treatment hurt?
You are welcome to email us with any questions you may have forgotten to ask or check in on your response to the initial session.
What training do you have?
In April 2019 I attended a professional qualification for golf. This is an international qualification for medical professionals specialising in golf biomechanics.
Jacquelyn: My training for the Bachelor of Osteopathic Medicine (Distinction) is from the British School of Osteopathy in London. I also have a degree in Behavioural Sciences (Biology and Psychology) from La Trobe University in Melbourne, Australia.
My postgraduate training is in Research and Methodology which is part of my Masters in Science specialising in hypermobility and Clinical Pilates.
With a Level 4 Clinical Pilates qualification from Dance Medicine Australia and a Classical Apprenticeship, I combine both traditional and evidenced-based Pilates in my rehabilitation delivery. I also studied a Yoga Alliance 200 hour interdisciplinary qualification in Costa Rica in 2011.
I am also a Level 5 qualified Biodynamic Osteopath which is a nine year post-graduate training. This is in addition to my cranial osteopathy training which I did in 2008. I have completed my Level 3 Paediatric Biodynamic Osteopathy training.
ONLINE consultations/ TeleHealth. How does it work?
Whilst physical touch is not possible, we will question and investigate to give a diagnosis based on triage and offer advice and exercises if safe and appropriate.
You will receive an email with a link to ‘Join Appointment’.
When there is a concern, a referral will be necessary.
Cost (30 minute consultation):
$30 = Existing Patient
$40 = New Patient
$20 = ACC Patient
IF YOU’VE LOST YOUR INCOME DUE TO COVID-19, PLEASE LET US KNOW. WE’D LIKE TO HELP.
You will be able to pay for your session online when you book your appointment.
Do you use acupuncture as part of osteopathy?
Referral will always be considered as necessary and we have developed a strong and trusted network of providers.
How to cancel your appointment online
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Why do we give our cancellation fee donations to Mangawhai Activity Zone (MAZ)?
If you cancel with less than 24 hours notice or don’t show for your appointment, someone usually misses out.
We have a long wait list for our osteopaths so we ask for 24 hours notice to give us time to contact those patients who are sore!
It could be you one day!
We send an email two days ahead and a text reminder the day before to ensure that you don’t forget. We think it’s a fair system and is based on what our patients have asked for over the years.
We send a MAZ invoice to ALL late cancellations or no shows, irrespective of reason. That way we’re avoiding prejudice. It’s up to you to let us know if you don’t feel that you should pay. Just let us know!
The $30 donation goes directly to the local activity park which is a volunteer developed movement zone for our locals. Sure, the kids love it but there’s so much to do for the adults too.
It was Jacquelyn’s friend, Simon Bennett, who was one of the founding members and the video above shows the development over the years with his son Jack, giving a synopsis of the growth.
Enjoy and thank you for your donation.
If you’d like to read the latest letter from Colin Gallagher, the MAZ president, here is a copy below.