FREQUENTLY ASKED QUESTIONS

Although physiotherapists are primary care providers, some extended health insurance plans require a doctor’s referral to reimburse you for your physiotherapy sessions. Check with your extended health provider. Suppose your extended health provider does not require a physician referral. In that case, it is not necessary to see your doctor before having a physiotherapy assessment. However, some clients are more comfortable seeing their doctor first. If our physiotherapists feel that you need a doctor’s opinion, medication, imaging, surgery, or any other procedure, we will advise you immediately.

Yes, you can. We will be more than happy to serve you. Just bring in the referral letter on the first session, and we will contact the referring doctor to inform them that you have commenced treatment with us.

On your first visit, your physiotherapist reviews your injury or condition and plans a treatment program for you. The review includes the following: • Questions about your present condition and health history. • Physiotherapy examination to assess your injury or condition. This assessment sometimes temporarily increases your pain. • Review your assessment findings with a recommended treatment plan • Your consent to treatment

Wear comfortable, loose-fitting clothing to allow the physiotherapist to examine your problem area. For example, wear tank tops or singlets for shoulder injuries and shorts for leg, knee, and foot problems. If you have a back problem, wear a loose-fitting t-shirt and comfortable pants or shorts. For Muslimah patients, we will provide a private room and arrange a female physiotherapist for the appointment. At Fizo Kare Physiotherapy and Rehabilitation Centre, we will always respect your privacy and comfort.

If applicable, it is always advisable to bring past medical results, such as X-Ray scans, MRI scans, CT scans, and/or medical reports.

Yes. Fizo Kare Physiotherapy and Rehabilitation Centre have male and female physiotherapists. If you have a preference as to the gender of your physiotherapist, please feel free to request a male / female physiotherapist when arranging your appointment.

The length of time of your first appointment varies from condition to condition. For your first appointment, we suggest that you give yourself approximately 60 minutes of your time in the clinic. For follow-up appointments, give yourself about 45 to 60 minutes.

We would suggest patients start their physiotherapy treatments as soon as possible after their surgery to ensure a rapid recovery and to minimise errors or poor movement patterns the patient may develop after their surgery. The beginning of physiotherapy treatments may include a range of motion exercises, pain management strategies, gait training, and education. However, these may depend on the patient’s surgeon’s recommendations and clearance.

We treat a broad range of conditions. Please click here for a list of our services and here for a list of conditions that we treat.

One of the primary objectives of the patients is pain relief which can frequently be accomplished by hands-on techniques, ultrasound, electrical stimulation, and/or heat or cold treatment. In addition, our physiotherapists will provide you with customised and appropriate exercises to relieve pain and recover range of motion, strength, and endurance. However, physiotherapy techniques can be painful in some cases, such as recovering shoulder range of motion after shoulder surgery. Therefore, our physiotherapists will utilise various techniques to help achieve your treatment goals. It is advisable to communicate with our physiotherapists on the intensity, frequency, and duration of pain for our physiotherapists to adjust and alter your treatment plan.

We want to investigate your injury and functional difficulties during your first visit to develop your treatment plan. We may provoke your body and injury, creating a short-term increase in pain. Suppose you have any questions during or after any treatment. In that case, we always encourage patients to contact their primary provider immediately to resolve any questions or concerns.

Yes. These can be arranged for the convenience of the patients. However, the cost of a home visit / house call / home physiotherapy service will include travel time from the clinic, so the cost of treatment may be higher. For more information on home visits/house calls, please click here.

There are never any guarantees in the health care world. However, if the patients and our physiotherapists are committed to working towards common goals, most outcomes are successful.

The number of treatments needed to recover varies from patient to patient depending on the severity and the scope of the patient’s condition and patient’s factors such as age, occupation, hobbies, psycho-social factors, natural history, etc. Therefore, a detailed assessment will be done by our physiotherapists to identify all the factors involved in the problem. In addition, our physiotherapists will reassess and re-evaluate the effectiveness of the treatment interventions and the progress frequently.

Yes, an appointment is necessary to ensure that you will be properly attended to punctually. Appointments can be secured within two days and within the day for urgent cases.

The best way to get started is to call us at the clinic at 012-237 2685, email us at wecare@fizokare.com or send us a Whatsapp message. Our friendly front staff will be glad to help you schedule a time that fits your schedule.

To manage patient care more efficiently, we would appreciate our patients' punctuality for appointments. Please try to contact and inform us of your situation as early as possible. Regardless, we will endeavour to see you as soon as possible when you arrive. Our staff will inform you of the possible waiting time.

We will always endeavour to offer you an appointment within 24 hours of contacting us.

To manage patient care more efficiently, we would appreciate at least a 24 hours notice for any cancellations. Repeated cancellation at short notice or failure to attend may result in a fee being charged. We also reserve the right to remove you from our centre as a patient.

Fizo Kare Rewards Redemption Programme is a membership programme that allows you to earn points, redeem rewards, and receive member-exclusive gifts and promotions. Signing up to be a member is free. Please refer to the Fizo Kare Rewards Redemption Programme Terms and Conditions here. Want to find out more about Fizo Kare Rewards Redemption Programme? Read more here.

Four different Fizo Kare Rewards Membership Tiers exist; Bronze, Silver, Gold and Platinum. You can qualify as a Bronze Member by spending any amount with us. To become a Silver Member, you will need to spend an accumulated value of RM 500 within 12 months of qualifying for Bronze Member Status. Your status is valid for 12 months from the date of the announcement. To become a Gold Member, you will need to spend an accumulated value of RM 1,200 within 12 months of qualifying for Silver Member Status. Your status is valid for 12 months. To become a Platinum Member, you will need to spend an accumulated value of RM 2,500 within 12 months of qualifying for Gold Member Status. Your status is valid for 12 months.

Points can be earned regularly through the following methods: a. Every RM 1 spent = 1 point (Bronze & Silver) / 1.25 points (Gold) / 1.5 points (Platinum) b. Leaving reviews on Facebook / Google = 10 points per review c. Bonus Points (Other promotions)

Checking your point balance is quick and easy! Just send us a Whatsapp message, and we will get back to you within 24 hours. Have questions regarding Fizo Kare Loyalty Points rewards redemption? Click: I have questions about redeeming my Fizo Kare Loyalty Points.

How long does it take for points to be credited to my account after making a purchase? It takes up to 5 working days after your purchase for the points to be reflected in your account. Notice discrepancies in your points? Contact us via Whatsapp here and let us know the issue you are facing.

How do I redeem my Fizo Kare Loyalty Points? Rewards are available for redemption by completing the Loyalty Points Rewards Redemption Form here, walking into our physiotherapy centre (no purchase is necessary) or sending us a Whatsapp message by clicking here. Are there Terms and Conditions for the rewards I redeem? Items may vary every month and will be available while stocks last. The rewards on offer are subject to change, alteration, or termination by Fizo Kare at its sole discretion at any time. Please refer to the Fizo Kare Rewards Redemption Programme Terms and Conditions here.

Redeeming your Fizo Kare Loyalty Points will not affect your Fizo Kare Rewards Membership Tier progress or qualification. You will continue enjoying your tier benefits as long as you meet the yearly minimum total spend required for the tier. Click here for more information about Fizo Kare Rewards Redemption Programme.

To maintain your Fizo Kare Rewards Membership Tier status, you must continue to meet the minimum spend for your tier within 365 days of qualifying for that tier. Platinum Members: spend RM 2500 or more within 12 months to maintain your status. Gold Members: spend RM 1,200 - RM 2,499.99 to maintain your status, Bronze Members: spend RM500 – RM1,199.99 to maintain your status. If you do not meet the minimum requirement, your membership will be adjusted to reflect the tier your spending has qualified you for.

Fizo Kare wants to celebrate your birthday or Membership tier upgrade with a gift. Birthday gifts are available for redemption throughout your birthday month*. Welcome gifts are available for redemption one month following your tier upgrade. *Please note that Birthday gifts are only redeemable once per rolling year. Please note that gifts may vary by month and are available while stocks last. This offer is subject to change, alteration, or termination by Fizo Kare at its sole discretion at any time.

Fizo Kare Loyalty Programme Silver, Gold & Platinum Members are entitled to special promotions that Fizo Kare holds. Gold Members will be entitled to a 5% discount for any purchases throughout the 12-month-period, while Platinum Members will be entitled to a 10% discount for any purchases throughout the 12-month-period. On top of that, Platinum Members will be entitled to an additional 1-month validity on the package.

An account will be inactive if it has not shown any spending or redemption activity in the last 18 months. You can regain your active status by purchasing with us or redeeming a reward from our Fizo Kare Rewards Redemption page here. Do my points expire after 18 months? Fizo Kare Loyalty Points will not expire even if an account has been inactive for 18 months. Member will not be entitled to any benefits if an account is inactive. How can I check when my last activity was? Please contact us here to check your last purchase or point activity.

Unfortunately, rewards redeemed may not be returned or exchanged for points, cash, another reward, gift cards, or gift certificates. This is subject to any rights you may have as a consumer at law.

Our general opening hours are as below: Monday: Closed Tuesday to Saturday: 10.00am – 7.00pm Sunday: 10.00am – 2.00pm Extended service hours are available for patients' convenience. (Appointment will be required to be made at least 24 hours prior to the scheduled time)

We are located at G-7, Kompleks Perniagaan Selayang Point, Jalan SP1, Batu Caves, 68100, Selangor. Click here for the Google map on our location: https://goo.gl/maps/A2Pwfq8mZrMWstgr5.

We accept: 1. Cash 2. Credit/Debit Cards 3. Bank Transfer 4. E-wallets (Touch 'n Go, Boost, GrabPay and ShopeePay, DuitNow) 5. ATOME Buy Now Pay Later

The treatment cost is variable, and it is always important to discuss the financial considerations of your treatment with us. Cost is based on the total number of treatments required (which is not the same as how long it will take). We do provide packages for patients who need more treatments. Click here for more information.

Are my personal details and medical information kept confidential? Yes, all information you provide is kept confidential during and after your visit. We abide by regulations set by the Malaysian Physiotherapy Association and Malaysia Personal Data Protection Act.

Safety is our priority The COVID-19 pandemic is affecting us all and at Fizo Kare Physiotherapy and Rehabilitation Centre. For the safety of our patients and our staff, we have changed the way we deliver our service accordingly, by implementing 'social distancing' requirements.

You will only attend your face-to-face appointment if you are free from Covid-19 symptom(s). If you or anyone in your household have experienced any symptoms, such as a fever, cough, dry mouth, loss of taste or smell, or feel ill or sick, please stay home and re-schedule. We will not apply a cancellation fee. If preferred - patients can wait in their car and be called for their appointment. You are advised to use the alcohol-based hand sanitizer in the reception area when you enter the premise. You are advised to practise safe distancing precautions of 2 meters in the reception and waiting area. Masks are required for all patients and their companions (age 2 and older) in all areas of the premises. If needed, masks are provided for our patients and their companion by the receptionist. Please request from our front desk staff. No cloth masks are allowed. Visitors will be provided with a procedural/medical mask if they arrive without one. Gloves are provided if required. Outdoor shoes must be left in the reception area at the shoe rack provided. Bare feet are not permitted at any time. For hygienic reasons, we require everyone to change to the regularly-sanitised-slippers provided at all times. Only 2 (two) companions who are aged 12 and above are allowed. Still, if you are bringing your child, you will ensure that your child follows all of these sanitation and distancing protocols. Waiting area is for patients and a maximum of 2 (two) companions of theirs only. All other family members, companions, or guardians may be politely asked to wait in their car or return at the end of the appointment time if the area gets too crowded. We will ask for a mobile phone number and will call when the patient is ready to leave. Patients and their companions must limit the surfaces they touch and perform hand hygiene using the hand sanitisers provided in our physiotherapy centre or soap and water. You will follow social distancing steps between appointments to minimise your exposure. You will follow social distancing steps between appointments to minimise your exposure. If your commute or other responsibilities or activities put you in close contact with others (beyond your family), you will inform us.

The reception staff wears masks. Hand sanitisers are available in reception and waiting areas and treatment rooms. We schedule appointments at specific intervals to avoid/minimise the use of the waiting area. Physiotherapists will be informed of the patient’s arrival. Patients will be let in at their appointment time, escorted to the treatment room, and back to the main door at the end of their appointment with their physiotherapist. The physiotherapist will wear appropriate PPE like gloves, apron, and face mask to prevent close contact with clients while delivering treatment. Physiotherapists will wash hands with soap and hot water using the hand washing facilities available in the treatment room before and after each patient and sanitise hands when hand washing isn’t practical (i.e., physiotherapist touching equipment, other surfaces, and patient simultaneously during treatment). Physiotherapists will also wipe down the treatment room door handle, couch, patient chair with antibacterial wipes, all rehab equipment used, and any other areas in the treatment area as relevant straight after use. Restroom soap dispensers are maintained, and everyone is encouraged to wash their hands after use. But wherever possible or practical, patients are requested to use their facilities before attending to minimise the use of W.C. facilities. Credit card machines, writing pads, pens, and other commonly touched areas are thoroughly sanitised after each use. We recognise the importance of thorough, regular cleaning to combat the spread of Covid-19. Our premises are thoroughly deep cleaned. Cleaners have been asked to pay particular attention to high-frequency touch points (such as door handles etc.) when carrying out their work around the premises at lunchtime and in the evenings. Clinical waste is disposed of regularly. If there is a confirmed COVID-19 outbreak reported in our clinic, we will take action based on advice given to us by the MOH. Should there be any need to close any clinics temporarily, we will be responsible for advising all patients of the situation.