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Patients - FAQ’s

What to expect as a JUST KINETICS® patient?

The good news is that you are in safe hands. JUST KINETICS® employs only Registered Biokineticists and/or Physiotherapists to work in our “Well4Life® Clinical Call Centre” and our “Well4Life® private practices”.

As a JUST KINETICS® member you will receive an initial Clinical Triage Assessment call. This call is conducted by a qualified JUST KINETICS® biokineticist and/or physiotherapist. This Biokineticist and/or physiotherapist will become your Clinical Case Manager throughout your journey with JUST KINETICS®. The aim of the call is to establish your current condition/injury and treatment needs. Please click here for more information

JUST KINETICS® provides evidence based medicine to suit each patient’s individual rehabilitation needs. Some patients with low level injuries will not need to attend any face to face appointments and can achieve a recovery to their pre-injured condition through telephone based clinical advice and support (Clinical Remote Management), and a self-managed home exercise plan.

The JUST KINETICS® biokineticist and/or physiotherapy clinics are known as “Well4Life® Private Practices” where we provide a wide range of rehabilitation services. When JUST KINETICS® are unable to send you to one of our own Well4Life® Private Practices, we also have a fully managed network of Associate Practices to ensure all our patients receive consistently high quality face to face treatment within a reasonable distance of their home or work, as convenient.

For more information, please feel free to browse the below information and FAQ’s, or download a copy of our patient leaflet ‘What to Expect as an JUST KINETICS® patient’ by clicking here

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How do I become a patient?

Patients can access our services through a number of pathways, depending on eligibility and location:


Private Patients

JUST KINETICS® allows for private membership whether you have Private Medical Insurance or not. The memberships are offered through our ancillary benefit programme called Well4Life® which is a voluntary health & wellness benefit programme that allows for you to cover the neglected factors in the cost of modern healthcare plans. Well4Life® provides you with a healthcare investment platform for you and your family’s health and wellbeing.

Subscribing as a Well4Life® member will provide you with a medical grow account (MGA) where upon you will earn interest on your health and wellness savings. Well4Life® members qualify for further benefits within our provider network that will assist you in “topping up” your MGA. Click here to register as a Well4Life® member.


Referred by Employer

JUST KINETICS® works alongside many employers across South Africa within various industries and sectors including local government, motor, public services, NHI Trusts, and various blue chip companies. Ask your Occupational Health Advisor or Line Manager to ascertain whether JUST KINETICS® works alongside your employer.


Insurance Companies

We work alongside major private medical insurance companies to provide biokinetics and/or physiotherapy on their behalf. To find out whether we work with your medical insurance company please call our Customer Advisory Team 087 353 3955.

We also provide rehabilitation for patients in relation to injury claims, in conjunction with the insurance companies and legal representatives. Please speak to the insurer or representative as appropriate in relation to being referred to JUST KINETICS®

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How can I access treatment with JUST KINETICS®?

JUST KINETICS® is pleased to accept self-referrals to a large number of our Well4Life® Private Practices. We have clinics located in Morningside, Bryanston, Waterfall Park, and Bloemfontein. JUST KINETICS® will be opening clinics in other locations very soon including Cape Town, Durban and Pretoria. For more information on these clinics and how to self-refer please call our Customer Advisory Team 087 353 3955.

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Why have I been referred to JUST KINETICS®?

You have been referred to JUST KINETICS® in order for us to clinically assess your injury and provide you with assistance for your recovery. Your referral to JUST KINETICS® consists of your contact details and a brief description of the injury that you are currently experiencing symptoms from.

JUST KINETICS® receives referrals from many different organisations including employers and insurers. We are a private independent clinical company and have been sent your information to assist you. Your recovery is our priority and we will be recommending services that will assist you to return to your pre-injured state.

If you have been referred to JUST KINETICS® as part of your health insurance policy, please be aware that you may have an excess to pay or be required to cover the cost of treatment after a specific amount has been provided. Details of this will have been advised to you separately – if you have any questions, please ask before receiving any additional treatment interventions to avoid you having any unforeseen payments to make.Customer Advisory Team 087 353 3955.

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What is a Clinical Triage Call/Assessment?

As a JUST KINETICS® patient you will receive an initial Clinical Triage Assessment call. This call is conducted by a qualified biokineticist and/or physiotherapist. This biokineticist and/or physiotherapist will become your Clinical Case Manager throughout your service with JUST KINETICS®. The aim of the call is to establish your current condition/injury, and treatment needs.

The questions we ask during the Triage call are the same as any face to face biokinetics and/or physiotherapy assessment. We ask the questions in order to understand the nature and severity of your injury and the effects it has on your daily life. Your Clinical Case Manager will then be able to ascertain the most clinically appropriate treatment for your condition/injury in order to assist you to recover quickly and safely. You will be asked specific questions in order to formulate a provisional diagnosis of your injury.

These questions will cover details of how the injury occurred including time frames and any investigations, tests, or GP appointments you may have attended. Your Clinical Case Manager will also ask for details of relevant medical history to clear any precautions or contra-indications to treatment. Upon completion of the call, your Clinical Case Manager will be able to provide you with advice and information specific to your injury and will offer you the most appropriate course of treatment. Depending on your clinical presentation, there are different evidence based treatment pathways that will be appropriate to your individual needs. Your Clinical Case Manager will monitor your recovery progress, and provide advice and support, throughout your time with JUST KINETICS®.

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Attending a face to face appointment?

If your Clinical Case Manager has decided that you will benefit from receiving a face to face assessment and/or treatment session(s)…

We will arrange for you to attend your appointment at the nearest Well4Life® clinic or our nearest fully audited associate practice. If you haven’t already, you will soon receive details of this clinic and they will be contacting you within 2 working days to arrange a convenient date and time for you to attend.

When you attend your face to face appointment, your biokineticist and/or physiotherapist will need to fully assess your injury by asking a number of clinical questions. As such, the face to face biokineticist and/or physiotherapist may be asking you questions that you have already answered to your Clinical Case Manager. The reason for this duplication is so that the face to face biokineticist and/or physiotherapist can diagnose your condition and establish your clinical needs themselves. This will be followed by some hands-on assessment protocols.

A significant proportion of a face to face treatment session is the verbal discussion.

In order for you to get the most benefit from your appointment please note the following:

  • Arrive 5 minutes before your appointment time
  • Wear loose fitting, appropriate clothing
  • Adhere to any clinical self-management programme your biokineticist and/or physiotherapist provides
  • Always take your Well4Life® reference number with you
  • First appointment? Please take with you: details of medication and copies of any investigation reports
  • Take your diary to make any further appointments
  • Cancellations MUST be advised to the clinic at least 24hrs before your appointment or your session will be lost
  • If a session is not attended or is re-scheduled twice, your referral will be sent back to your Clinical Case Manager

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What is an Educational Assessment?

Should your Clinical Case Manager feel that Clinical Remote Management is the most clinically appropriate treatment for you but have decided that you may benefit from seeing a biokineticist and/or physiotherapist in a clinic, they may refer you for an Educational Assessment.

The Educational Assessment would take place at a clinic near to your home or work (as appropriate). The aim of this appointment is for a biokineticist and/or physiotherapist to assess the mechanisms and structures related to your injury that may be the cause of your symptoms. As such, the face to face therapist may be asking you questions that you have already answered to your Clinical Case Manager. The reason for this duplication is so that the face to face therapist can diagnose your condition and establish your clinical needs themselves.

In addition, the biokineticist and/or physiotherapist can educate you on your condition, the exercises that you should be doing and help you to understand how best to recover. Your Clinical Case Manager will then receive a report on your sessions covering the diagnosis, exercises given and also recommendations. Your Clinical Case Manager will then carry out Clinical Remote Management with you and schedule follow up calls to carry on with your exercise programme. You will be provided with all the tools for Clinical Remote Management (see above).

However, if after the Educational Assessment the treating biokineticist and/or physiotherapist decides face to face treatment is the most appropriate pathway, and your Clinical Case Manager agrees, you will be sent for further treatment sessions.

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What is Clinical Remote Management?

Remote management is a clinical technique used as a treatment pathway for patients with low-grade injuries who do not require face to face therapy.

Clinical Remote Management consists of:

  • Clinical advice and information including a free-phone Helpline

  • Prescribed home exercise plan (including access to our virtual exercise website – this provides information on your injury and also video exercises picked for you by the Clinical Case Manager. The videos have narration to help you to carry out your exercise programme)

  • Regular follow-up calls with your Clinical Case Manager to monitor progress and adapt your treatment / exercise plan as required

The benefit of this pathway is:

  • Quick access to most clinically appropriate treatment for your condition / injury

  • Low grade injuries often respond best to exercise programmes and Clinical Remote Management enables us to begin home exercise immediately without having to delay

  • Visits to a face to face biokineticist and/or physiotherapist can often result in the same exercise programme requiring you to conduct exercises whilst in your spare time – access to our videos and calls to your Clinical Case Manager will make this process easier and quicker and ensure you are carrying out the correct exercises

  • There is no disruption to your daily life by having to visit a practice; instead you can conduct Clinical Remote Management via the phone and internet in your own time

  • Should you have to contribute to your treatment (private medical insurance patients) Clinical Remote Management is effective treatment that works and clinically justified, at a lower cost than face to face treatment

If at any point during Clinical Remote Management your Clinical Care Manager feels face to face treatment would be beneficial and clinically justified, they can refer you to your nearest clinic without delay.

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How can I contact JUST KINETICS®?/How can I give feedback to JUST KINETICS®?

Customer feedback is very valuable and important to us at JUST KINETICS® and it is the best way to know how we are doing as a service provider. We take feedback seriously and review every piece we receive. We are non-complacent in the services we provide to our customers / patients and are always reviewing ways to improve on what we do. We therefore welcome all feedback, positive and negative alike, in order to help us provide the best service possible.

Please contact us if you wish to give us any feedback or have any questions: Customer Advisory Team: email: info@well4life.co.za Tel: 087 353 3955

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How much does it cost? Will I have to pay? How long do the appointments last?

Depending on how you came to access treatment through JUST KINETICS® / how you were referred, will determine whether you have to pay for any of your treatment or not. If you have been referred to JUST KINETICS® as part of your health insurance policy, please be aware that you may have an excess to pay or be required to cover the cost of treatment after a specific amount has been provided. Details of this will have been advised to you separately – if you have any questions, please ask before receiving any additional treatment interventions to avoid you having any unforeseen payments to make.

Please contact us if you wish to give us any feedback or have any questions: Customer Advisory Team: email: info@well4life.co.za Tel: 087 353 3955

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What does my therapist mean about gaining approval?

JUST KINETICS® often provide rehabilitation via a referral through companies and organisations where limited funding is available (a ‘delegated authority’ or all treatment funding has to be approved at every stage). This means that JUST KINETICS® has to clinically justify additional funding requirements in order for these companies and organisations to review and decide whether they are able to pay for any further treatment through JUST KINETICS®. As a clinical company, JUST KINETICS® know that continuity in treatment is vital and therefore we do everything we can within our power to make this process a quick one. We therefore ensure we provide recommendations for further treatment to the referrer within a quick and reasonable time. We also follow-up a response if we do not receive an answer in a reasonable time. Please note that dependant on the circumstances of the referral for treatment, it is not always possible for the referrer to approve additional funding and it is therefore advisable to ensure you keep the NHI intervention route option open.

If you are unsure or have any questions, please always check with JUST KINETICS® before attending any additional treatment interventions in order to avoid any unforeseen payments. Customer Advisory Team: email: info@well4life.co.za Tel: 087 353 3955

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How long does the Clinical Triage Call take?

On average a Clinical Triage Call will take approximately 25 minutes. However please bear in mind that the duration of the call is dependent on your individual circumstances – some patients may not require this long and others will need more complex/additional clinical questions to be asked in order for our clinician to complete the telephone Triage Assessment.

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How long do the appointments last?

On average, a face to face assessment appointment will take approximately 45 minutes and a face to face follow-up treatment session will take approximately 30 minutes. The treating clinician will then write up their report after your appointment.

However please bear in mind that the duration of your appointment is dependent on your individual needs – some patients may not require this long for the appropriate treatment to take place and others will need more time due to more complex treatment modalities/techniques being required.

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What are JUST KINETICS® opening times?

The telephone lines into the Customer Care & Clinical Centre are open from Monday to Friday, 9am to 5pm. The opening times of our Well4Life® Private Practice vary, but we always try to be as flexible as possible when booking patients in for appointments.

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How will I know if more treatment has been approved?

If/when JUST KINETICS® have received approval for any treatment, we will make the appropriate arrangements and inform you within 48 working hours. (Please bear in mind if we do not have an email address for you, that you will need to wait for notification to arrive via post.) If you haven’t heard from us or have any questions please call our Customer Advisory Team 087 353 3955.

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How will I be notified of treatment approval?

If/when JUST KINETICS® have received approval for any treatment, we will make the appropriate arrangements and inform you within 48 working hours. (Please bear in mind if we do not have an email address for you, that you will need to wait for notification to arrive via the postal service) If you haven’t heard from us or you have any questions please call our Customer Advisory Team 087 353 3955 who will be able to advise you accordingly.

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How can I see if my physiotherapist is in your network?

If you wish to enquire whether a clinic is part of our Associate Practice Network please contact our Customer Advisory Team 087 353 3955 who are always happy to help.

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Will I receive treatment at my initial face to face assessment?

If your Clinical Case Manager has decided that you will benefit from receiving a face to face assessment:
When you attend your face to face appointment, your biokineticist and/or physiotherapist will need to fully assess your injury by asking a number of clinical questions. As such, the face to face biokineticist and/or physiotherapist may be asking you questions that you have already answered to your Clinical Case Manager. The reason for this duplication is so that the face to face biokineticist and/or physiotherapist can diagnose your condition and establish your clinical needs themselves. This will be followed by some hands-on assessment protocols.
A significant proportion of a face to face treatment session is the verbal discussion.

In order for you to get the most benefit from your appointment please note the following:

  • Arrive 5 minutes before your appointment time
  • Wear loose fitting, appropriate clothing
  • Adhere to any clinical self-management programme your biokineticist and/or physiotherapist provides
  • Always take your JUST KINETICS® reference number with you
  • First appointment? Please take with you: details of medication and copies of any investigation reports
  • Take your diary to make any further appointments
  • Cancellations MUST be advised to the clinic at least 24hrs before your appointment or your session will be lost
  • If a session is not attended or is re-scheduled twice, your referral will be sent back to your Clinical Case Manager

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Do JUST KINETICS® cover MRI’s, consultant appointments, injections etc.?

If it is clinically appropriate for JUST KINETICS® to recommend that a patient receives an X-ray, MRI scan, consultant appointment, injection or other specialist intervention, we will do so. All treatment interventions are subject to available funding or as appropriate depending on your individual circumstances. If you would like to discuss any treatment recommendations, please contact our Clinical Team on 087 353 3958.

If you are ever unsure of how the costs of treatment are being funded, please ensure you contact us to check before attending any appointments to avoid any unforeseen costs to yourself. Customer Advisory Team 087 353 3955

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Why do patients have to speak to a Biokineticist/physiotherapist for an assessment?

As a JUST KINETICS® patient you will receive an initial Clinical Triage Assessment call. This call is conducted by a qualified biokineticist and/or physiotherapist. This biokineticist and/or physiotherapist will become your Clinical Case Manager throughout your service with JUST KINETICS®. The aim of the call is to establish your current condition/injury, and treatment needs.

The questions we ask during the Triage call are the same as any face to face biokinetics and/or physiotherapy assessment. We ask the questions in order to understand the nature and severity of your injury and the effects it has on your daily life. Your Clinical Case Manager will then be able to ascertain the most clinically appropriate treatment for your condition/injury in order to assist you to recover quickly and safely. You will be asked specific questions in order to formulate a provisional diagnosis of your injury.

These questions will cover details of how the injury occurred including time frames and any investigations, tests, or GP appointments you may have attended. Your Clinical Case Manager will also ask for details of relevant medical history to clear any precautions or contraindications to treatment. Upon completion of the call, your Clinical Case Manager will be able to provide you with advice and information specific to your injury and will offer you the most appropriate course of treatment. Depending on your clinical presentation, there are different evidence based treatment pathways that will be appropriate to your individual needs. Your Clinical Case Manager will monitor your recovery progress, and provide advice and support, throughout your time with JUST KINETICS®

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Why can’t I just book an appointment?

In order to ensure the best treatment pathway for you, JUST KINETICS® need to clinically review and assess your injury symptoms and rehabilitation needs. In some circumstances, JUST KINETICS® will also need to seek approval for the funding of the appropriate treatment pathway before we are able to arrange it for you.

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Why do JUST KINETICS® keep calling me?

As part of the service, an JUST KINETICS® Clinical Case Manager is assigned to each patient to clinically assess, provide advice and support and monitor their recovery progress. In order for our Clinical Case Managers to do this, they will need to speak to you on the telephone at regular intervals. Your assigned Clinical Case Manager will therefore make attempts to call you until they are able to speak with you appropriately. If your clinician leaves a message for you, please call our Customer Advisory Team 087 353 3955 in order for them to arrange a convenient time for you to speak with your clinician.

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Why do I need to give consent?

In order for JUST KINETICS® to provide you with rehabilitation we will need to provide your personal information in relation to your injury to the appropriate people. The people that need to receive your personal information will depend on your treatment pathway and the way in which you became a patient at JUST KINETICS® For example if you have been referred to JUST KINETICS® by your employer, we may need to send them details of the treatment that you need. If your assigned JUST KINETICS® Clinical Case Manager decides that you need to receive any face to face treatment pathways, we will need to provide the appropriate treating clinician with your details in order for them to treat you.

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How does JUST KINETICS® get paid?

The way that JUST KINETICS® get paid for the rehabilitation service that you receive, depends on how you were referred to us. If you are ever unsure of how the costs of treatment are being funded, please ensure you contact us to check before attending any appointments to avoid any unforeseen costs to yourself. Customer Advisory Team 087 353 3955

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Can I see my medical report?

Yes, you are entitled to see a copy of your medical report. Please contact us in writing to request a copy via our Customer Advisory Team email: info@well4life.co.za. Please note that there may be an administrative charge in order for us to be able to arrange this.

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Are my details safe?

JUST KINETICS® take data protection seriously and adhere to the data protection act 1998. All JUST KINETICS® employees have to read, and sign to confirm that they adhere to the data protection act 1998.

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What if I can’t attend my appointment?

If you are unable to attend any appointments, please ensure you give cancellation notice of at least 24 hours to the clinic you have the appointment with. Please note that failure to attend a scheduled appointment, or cancelling less than 24 hours before the allotted time, will result in you losing an authorised session as the clinic may struggle to fill the appointment and can charge JUST KINETICS® for the missed appointment. (If you are a self-referred patient and fail to give the appropriate cancellation notice as described above, you will need to pay for the appointment accordingly).

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How do I get to my appointment?

It is your own responsibility to arrange how you get to your appointments. If you need any assistance with directions please contact us at Well4Life® or the clinic you are to attend. If you are unable to attend any appointments, please ensure you provide at least 24 hours notice to avoid you having to cover any costs and/or losing your appointment(s).

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What if I am not happy or I want to complain?

Customer feedback is very valuable and important to us at JUST KINETICS® and it is the best way to know how we are doing as a service provider. We take feedback seriously and review every piece we receive. We are non-complacent in the services we provide to our customers / patients and are always reviewing ways to improve on what we do. We therefore welcome all feedback, positive and negative alike, in order to help us provide the best service possible.

  • Please contact us if you wish to give us any feedback or have any questions:
  • Customer Advisory Team: email: info@well4life.co.za Tel: 087 353 3955

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How can I access my online exercises? / JUST KINETICS® Virtual Rehab Website?

If you have been prescribed online exercises and injury information packs by your assigned Well4Life® Clinical Case Manager (all Chartered Biokineticists and/or biokineticist and/or physiotherapists) You can login to your ‘Well4Life® Virtual Rehab’ website account by clicking here (link to www.well4life.co.za). Online Exercise Prescriptions allow you to view exercises that have been clinically prescribed for you. You can view videos of the exercises as well as download a PDF printable version if more convenient for you.

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