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Published on Apr 26, 2018
The Health Complaints Commissioner (HCC) resolves complaints about healthcare and the handling of health records in Victoria, Australia. See hcc.vic.gov.au for details.
This case study is a real complaint we handled, with names and some details changed for privacy reasons.
Jenny complained after a myotherapist prescribed expensive orthotics for her two preschool-aged children, which he said she could claim on her private health insurance.
However, as he was not a registered podiatrist, the health fund declined the claim.
Jenny then took her children to a registered podiatrist, who advised her that the children did not actually require orthotics.
WHAT WE DID
We contacted the myotherapist to get a response to Jenny’s concerns about inappropriate treatment advice.
We spoke with them about the importance of operating within their scope of practice and referred to information from the Australian Podiatry Association and the Myotherapy Association Australia about appropriate use of paediatric orthotics.
The myotherapist offered to refund Jenny for the cost of one of the pairs of orthotics. She was satisfied with this outcome.