Meet Our Team:
Nathan Lynch
Director and Principal Physiotherapist
Nathan qualified as a physiotherapist from Sydney University in 1999, having grown up in Queanbeyan in rural NSW. He has since worked in both public and private settings in Australia and Internationally, including in India, England, Wales, the Isle of Man, Scotland and the Shetland Islands. He settled on the Mid North Coast and joined the Wauchope Physiotherapy and Sports Rehab Centre in 2007. In 2015 Nathan was instrumental in designing and building the first purpose-built allied health multidisciplinary clinic in the Hastings area.
Working in many remote locations over the years has led Nathan to develop a passion for evidenced-based physio in challenging rural settings where best practice is not always possible. Consequently, Nathan has committed himself over the past decade to organising and running professional development events to help keep physios and other AHPs up to speed on the best practice evidence here on the Mid North Coast.
Nathan has spent his fair share of time as a patient too… undergoing four hip surgeries, a tendon lengthening procedure, a groin reconstruction, a shoulder reconstruction and abdominal surgery. He believes that this experience has improved his clinical practice and his empathy with his clients – particularly those living with chronic pain. He is renowned for providing great outcomes for his clients while being known for his sense of humour, enthusiasm and relaxed approach.
Nathan and his team have developed a special interest in the rehab of chronic spinal pain (persistent neck and back pain) over many years. Nathan has run a Chronic Pain Clinic Pilot program from the University of Sydney, developed a gym based active rehab program for spinal pain (Back to Fitness Program) and in 2018 became one of the first clinics in NSW to use the Getback Spinal Rehabilitation System. This system enables accurate range of movement and strength dynamometry measurement in all spinal planes (previously this has not been possible) to assist patients to get stronger that are suffering from chronic spinal pain.
Clinical Interests: Hip impingement pathology, Chronic Spinal pain, Lumbo-pelvic dysfunction, Chronic Neck pain, Headache treatment with Watson Headache approach, Vertigo/Vestibular rehabilitation and return to sport rehabilitation.
Personal Interests: Enjoys spending time with his young family, resistance training, and tennis (current President of the Wauchope Tennis Club).
Qualifications:
Bachelor of Physiotherapy (University of Sydney) 1999
Certified Mulligan Practitioner 2023
Postgraduate Courses Attended:
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Mulligan Practitioner Credentialing Program, Wollongong, 2023. Certified Mulligan Practitioner
Nutting Out Men’s Health Physiotherapy, Craig Allingham, 2021
Manual handling train the trainer for the health professional, Corporate Work Health, 2021
Office Ergonomic Workstation Setup Training For Allied Health Professionals, Corporate Work Health, 2021
Vehicle Physical Ergonomic Considerations For Allied Health Professionals, Corporate Work Health, 2021
Upperlimb Musculoskeletal Diagnositic Ultrasound Course, Peter Esselbach, Sydney, 2019
Getback Spinal Rehabilitation Course, Melbourne, 2018
ADAPT Chronic Pain Course, Univerity of Sydney, Dr Micheal Nicolas, 2017. Also, involved in a pilot study relating to use of the ADAPT program in regional areas for the treatment of Chronic pain.
Understanding MRI – a musculoskeletal perspective with Dr Bob Marshall 2017
Introductory Vestibular Physiotherapy Course 2017
Lyn Watson Level 1 Shoulder Course 2016
Anatomy Trains Fascial Manual therapy Course 2015
Explain Pain by David Butler 2015
Rescuing the Older Knee by Jenny McConnell 2014
Rescuing the Younger Knee by Jenny McConnell 2015
Kinesiotaping by Thuy Bridges Course 2014
Watson Headache Level 1 Course Sydney 2013
The Everyday Foot by Craig Allingham 2013
The Everyday Shoulder by Craig Allingham 2011
3D Lumbar spine, hip and Pelvis by Trish Wisbey Roth 2010
Advanced Musculoskeletal Acupuncture to Upper Limb, TMJ and Cervical/Thoracic Region 2009
Advanced Msuculoskeletal Acupuncture to Lower Limb and Lumbar Region 2008
Dynamic Hip Stability by Alison Grimaldi 2008
Managing Soft Tissue Injuries by Work Cover2007
Acupuncture ‘Anatomy for Acupuncturists’ by Dr Mike Cummings 2006
Gait Analysis Study Day (Ranchos Los Amigos approach) Shetland, UK, 2006
A Combined approach to the Shoulder by Dr Jeremy Lewis, Glasgow, Scotland, UK, 2004
Evidenced-Based Acupuncture for Physiotherapists by Dr Panos Barlas – Foundation Training in Acupuncture, Birmingham, England, UK, 2003
Management and Development 1 by Hunter Area Health Service 2001
Muscle Energy Techniques by Barbara Hungerford Level 1: Pelvis, SIJ and Lumbar Spine, Gosford NSW 2001
Mulligan Concept ‘NAGS and SNAGS’ Combined Level 1 and 2 (Spinal and Peripheral Mobilisation with Movement), Sydney, NSW, 2001
McKenzie Institute of Australia
Part A: The Lumbar Spine, Newcastle, NSW, 2000
Part B: The Thoracic and Cervical Spine, Newcastle, NSW, 2001
‘Vasyli’ Foot Orthotic Fitting and Prescription – Lower Limb Biomechanics: Level One Sydney, NSW, 1999
Operation India (Action Aid India and University of Sydney) Fieldwork and Education in Community Based Rehabilitation in India, 1999
Swedish and Remedial Massage University of Sydney, NSW, 1997
Mitchell Olsen
Director and Principal Physiotherapist
Mitch; or Bluey to some, is home grown in the Port Macquarie region and went on to complete his Bachelor of Physiotherapy at the University of Newcastle. Mitch graduated in 2014 and then spent two years working at the Port Macquarie Base Hospital. Here Mitch worked on the medical and surgical wards and through the Intensive Care Unit and Fracture Clinic.
Mitch joined the Wauchope Physio team in 2017 to pursue his clinical interests in musculoskeletal physiotherapy. In 2022 Mitch and his wife built a campervan and drove it around Australia. Mitch has now been a part of Wauchope Physiotherapy for 8 years now and has recently joined Nathan as a business partner. Together they share a passion for better management of chronic neck and back pain.
Clinical Interests: Mitch has a keen interest in foot and ankle rehabilitation, sports physiotherapy, chronic pain, low back pain and vestibular rehabilition.
Personal Interests: Outside of work Mitch loves surfing, crossfit, touch football, golf … (Basically anything outdoors) and travelling.
Qualifications:
Bachelor of Physiotherapy 2014 (University of Newcastle)
Postgraduate Courses Attended:
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Thoracic Spine and Ribs: Functional Assessment and Treatment (Trish Wisbey-Roth), 2024
The Everyday Shoulder (Craig Allingham), 2023
Introductory dry needling and western acupuncture course, Gold Coast, 2021
Mulligan Manual Therapy Concept; Lower Quadrant 2020
Mulligan Manual Therapy Concept; Upper Quadrant 2020
Upperlimb Musculoskeletal Diagnositic Ultrasound Course, Peter Esselbach, Sydney, 2019
Watson Headache Level 1 Course, Sydney, 2018
Introductory Vestibular Physiotherapy Course 2017
Integrated Solutions for Head and Neck Pain 2016
Bobath Concept “What is Normal Movement” – Lower Limb/Locomotion, 2015
Kylie Ballantyne
Senior Physiotherapist
Kylie qualified as a physiotherapist from Sydney University in 1999, after growing up in various locations around the world owing to her fathers’ army career. Kylie worked at the Mater Hospital in Newcastle for 2 years after graduating, before travelling overseas to work in a variety of roles in England, Wales, Scotland, the Isle of Man and Shetland Islands. During this time overseas, Kylie worked in numerous community based roles, which she found very rewarding. Through these roles Kylie has worked extensively with a range of patients in the areas of aged care, falls preventions, chronic lung and heart conditions, neuro-degenerative conditions, oncology and palliative care . Kylie has worked in the Hastings area for the past 15 years providing community based Physiotherapy to these patient groups.
Kylie has developed a passion for working with patients with Motor Neurone Disease (MND) and in the area of palliative care. Kylie is well respected for her work in the area of MND Physiotherapy over the past 15 years, and has been an invited speaker at the Sydney MND symposium and provided numerous education and training sessions for other health professionals and patients/carers in the area of MND at the invitation of the MND Association of NSW. Kylie is a passionate advocate for her patients and works collaboratively with other Allied Health, and medical professionals to provide the best possible care for her patients.
Clinical Interests: MND, Inclusion Body Myositis, Palliative Care, Falls Prevention, Aged Care enablement
Personal Interests: Enjoys spending time with her two young children, bush walking, sewing, researching family history, looking after injured native wildlife and enjoying a red wine and a good book!
Qualifications:
Bachelor of Physiotherapy (University of Sydney) 1999.
Postgraduate Courses Attended:
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Palliative Care Workshop Day – NSW Health – May 2023
Justin Yerbury – MND – University of Wollongong – April 2023
Taleb Medical Nippy Cough Assist training – March 2023
International MND Conference – December 2022
MND State of Play- Allied Health in Research – Webinar November 2022
Care of Frail and Older People – ACI webinar – June 2022
Building Capacity in Stroke management training – May 2022
Macquarie Uni A World without MND – May 2022
Macquarie University MND Research update- April 2022
Australian/NZ MND symposium – April 2022
International MND conference – December 2021
MND/ALS Alliance Allied Health Professionals Forum- December 2021
Movement Analysis in Neurological Rehabilitation – A science based framework for clinical decision making – June 2021
Health Literacy – Uni of Newcastle – February 2021
Spinal Cord Injury Update – March 2021
HITH Care model and Covid-19- February 2021
MND Phenotypes – research update – Uni of QLD – March 2021
Basics of Cough Assist – Philips Australia – November 2021
In’s and Out;s of Mechanical Cough Assist – Philips Australia – July 2021
NDIS for Health Professionals – April 2021
Interactive decision tools in ALS- December 2021
MND Aware – Mechanisms of disease – November 2021
MND Aware – Measuring progression in MND – December 2021
Chronic Pelvic pain – Sydney Pelvic clinic – November 2021
Respiratory management in Neuro-muscular disease – Philips Australia – October 2020
MND Aware – Improving Patient Care – December 2020
International MND conference – December 2020
MND/ALS Alliance Allied Health Professionals Forum – December 2020
Womens Pelvic Health & Mens Pelvic Health – Uni of Newcastle – December 2020
Leading for Better Patient Outcomes – 2019
Understanding and respecting the person with Dementia , Dementia and Delirium training– Sept 2019
Dementia and COPD workshop- July 2018
Presented at MNDA NSW conference – March 2018
Dementia Australia – Health Brain and Aging Seminar – November 2017
Heart Failure webinar- October 2017
Post polio conditions and management – 2015
Everything you need to know in the management of Stroke, Parkinson’s Disease and MS – August 2015
Positive Approach to Care of the Older Person – 2015
Barriers to end of lift care in Dementia – 2015
Advanced Care in Dementia – 2015
Child well being and child protection – July 2015
Respiratory Webex 6 Minute Walk Tests – Agency for Clinical Innovation – March 2015
How to Detect and treat Malnutrition in Respiratory Patients – Agency for Clinical Innovation – November 2014
Asthma Handbook – assessment and management – Agency for Clinical Innovation – July 2014
Integrating Services in Chronic Disease management – 2014
Cervicogenic dizziness in Older Adults – 2014
APA Conference is Gerontology – 2014
Asia Pacific Parkinson’s Disease Conference – 2013
Promotion of Exercise in Sedentary Parkinson’s Disease – 2013
APA Diabetes Training – 2011
Rural management of Stroke, Heart Attack and Diabetes – 2010
Dance Medicine Australia Conference – 2007
Pubic Symphisis Dysfunction Workshop, and the Pregnant pelvis – 2005
Rehabilitation Oncology – Practical approach to Axillary Web Syndrome – 2005
Connective Tissue Approach to Shoulder Complaints – 2005
Australian Ballet Injury management – Ankle, knee, hip, spine- 2001
Muscle energy – 1999
Mulligans Level 1 & 2 – 2000 & 2001
Mackenzie Approach 1 & 2 – 1999 & 2000
Jenny McConnell Patello-femoral knee pain management – 2002
Clinical Pilates training – Matwork, Reformer, Trapeze – 1999- 2002
Emily Lester
Physiotherapist
Emily was born and raised locally in Wauchope and went on to study a Bachelor of Physiotherapy at Charles Sturt University in Port Macquarie.
Emily is a keen sportswomen who has been associated with many local sports clubs including Wauchope Soccer club, Wauchope touch football association and the Wauchope Blues Rugby League club. Emily has competed in many high level sports competitions including being part of the national u18s Volleyball side, winning the inaugural country league tag championships with the East coast dolphins and competing in the state titles in touch football, soccer and volleyball. Emily’s sporting involvements have sparked her keen interest in junior and senior sports rehabilitation.
Emily loved growing up locally and is keen to give back to the local community that has given her so much by using an evidence-based treatment approach to achieve the best outcomes for her clients.
Clinical Interests: Sports rehab, acute and chronic musculoskeletal injuries, falls prevention and chronic pain.
Personal Interests: League tag, touch football, resistance training.
Qualifications:
Bachelor of Physiotherapy, Charles Sturt University, Port Macquarie, 2023.
Postgraduate Courses Attended:
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Current CPR, First Aid, Police check and WWCC.
Brett Nelson
Physiotherapist
Brett is originally from the southern suburbs of Sydney and has had an intriguing career (to say the least) prior being drawn to Physiotherapy. Brett has worked for 15 years in musical theatre, where he performed professionally in musicals within London’s West End, Australia, and on many international tours!! After that he worked as an NRL Remedial Massage therapist (gamedays, training and recovery) working with players from St George Dragons, Sydney Roosters, Cronulla Sharks and also worked with international Rubgy League squads including Kangaroos, Jillaroos, Junior Kangaroos and the Welsh 9s. It was this experience that inspired his move into physiotherapy, so Brett went on to study a Bachelor of Physiotherapy at Charles Sturt University, Port Macquarie and has been keen to work as a physio in the Mid North Coast ever since.
Brett has a keen interest in rehabilitation for joint replacement surgery and ankle reconstructions (there’s nothing like personally undergoing an ankle reconstruction to spark an interest in the area!). He is also passionate about providing the best possible care for individuals suffering from acute musculoskeletal conditions to alleviate pain and dysfunction through evidence-based treatment. Brett is a ‘people person’ and will work hard to help his clients achieve their goals.
Clinical Interests: Pre/ post joint replacement rehabilitation, Ankles rehabilitation, Sports rehabilitation, acute and chronic musculoskeletal injuries.
Personal Interests: Hiking, NRL, Baseball and Stand-Up-Paddle boarding.
Qualifications:
Bachelor of Physiotherapy, Charles Sturt University, Port Macquarie, 2023.
Diploma of Remedial Massage 2017
Postgraduate Courses Attended:
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SIRA ‘Providing allied health services in the NSW workers compensation system’ online course 2023
Current CPR, First Aid, Police check and WWCC.
Ashley Anderson
Physiotherapist
Ashley brings a wealth of clinical experience to our team. Ashley has worked in our team as a Remedial Massage Therapist since 2021 and has further massage experience in multiple locations around Australia since 2012. In 2018 she went on to complete further studies at Charles Sturt University (Bathurst) obtaining a Bachelor of Exercise and Sports Science gaining her the title of Exercise Scientist. In 2024 Ashley also completed her Bachelor of Physiotherapy at Charles Sturt University in Port Macquarie and is keen to advance her skills as a Physiotherapist. Ashley’s clients will benefit from her years of clinical experience, bubbly personality and exceptional ‘hands-on’ skills.
Clinical Interests: Post operative rehabilitation, musculo-skeletal and sports rehabilitation, acute and chronic spinal rehabilitation.
Personal Interests: Spending time outdoors, photography and catching up with friends and family.
Qualifications:
Bachelor of Physiotherapy (CSU Port Macquarie) 2024
Bachelor of Exercise and Sport Science (CSU Bathurst) 2020
Diploma of Leadership and Management 2017
Certificate III in Beauty Services 2014
Diploma of Remedial Massage 2012
Certificate IV in Massage Therapy 2011
Postgraduate Courses Attended:
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Certificate in Pregnancy Massage 2013
Certificate in Hahana Hot Stone Therapy 2013
Olivia Pottinger
Physiotherapist
Olivia qualified as a Physiotherapist from the University of Newcastle in 2021, having grown up in Muswellbrook in rural NSW. During her studies, Liv completed an internship with the Newcastle Jets A-League Football team which provided invaluable experience and insight into the demands and challenges faced by athletes and sports enthusiasts alike. She then spent her New Graduate year at the John Hunter Hospital in Newcastle gaining broad experience across Intensive care, Palliative care (during her rural secondment to Manning Base Hospital) and orthopaedic wards. Following this, Liv relocated to London for a working holiday where she gained experience in the NHS.
Liv is also currently working part time for Charles Sturt University in Port Macquarie in a research capacity. She is currently working on some research which aims to explore the services available for people living with chronic pain in the Port Macquarie Hastings region and seeks to capture the experiences of locals living with chronic pain in addition to the experiences of local healthcare providers.
Liv is dedicated to helping her clients regain physical wellness, achieve optimal performance and prevent injuries.
Clinical Interests: sports rehabilitation, acute and chronic musculoskeletal conditions
Personal Interests: Netball, running, Pilates, travelling
Qualifications:
Bachelor of Physiotherapy, University of Newcastle 2021
Postgraduate Courses Attended:
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Current CPR, First Aid, Police check and WWCC.
Alison Wilson
Accredited Exercise Physiologist
Alison completed her Masters of Clinical Exercise Physiology in 2021. Prior to becoming an Accredited Exercise Physiologist (AEP), Alison enjoyed an extensive career in education and spent 13 years as Head PE Teacher in Mudgee. She then spent several years working as an Exercise Scientist and Pilates Instructor in a Physio/Allied Health clinic and then moved to the Port Macquarie area and worked as an Exercise Physiologist before joining our team. She has experience working in the areas of musculoskeletal rehabilitation, neurological conditions, falls prevention programs, mental health and metabolic conditions. Alison has also undertaken further training in the areas of Parkinson’s disease (PD Warrior training) and hydrotherapy for chronic disease.
Clinical Interest: Alison has a keen interest in neurological conditions, chronic disease management (including diabetes, arthritis, COPD and hypertension), the emerging area of polycystic ovarian syndrome (PCOS) and return to exercise post COVID-19 infection.
Personal interests: A competitive hockey player and sports person, Alison loves the challenge of trying new physical activities and sports, but also enjoys cooking and gardening at home.
Qualifications:
Masters Degree Clinical Exercise Physiology, CSU Bathurst, 2021
Diploma of Exercise Studies, CSU Bathurst, 2019
Certificate III and IV in Fitness, Australian Fitness Academy, 2018
Bachelor of Applied Science (Human Movement), Wollongong University, 1993
Postgraduate Courses Attended:
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Upper Limb Shoulder Musculoskeletal Rehabilitation – SSEP Presents, 2024
Lower Limb Musculoskeletal Rehabilitation – SSEP Presents, 2024
Case Note & Report Writing – ESSA, 2023
The Impact of Peripheral Arterial Disease on Gait – ESSA, 2023
Exercise Management of the person with Heart Failure – ESSA, 2023
Fighting Falls – ESSA, 2023
Eastern Breath – Modern Knowledge – ESSA, 2023
Return to Physical Activity & Exercise After Covid – ESSA, 2023
Cardiac Rehabilitation for AEPs: Part 1, 2 & 3 – ESSA, 2023
Shoulder Steps to Success – Clinical Edge, 2023
Exercise Management of the Person with CKD – ESSA, 2022
Common Causes and Management of Lateral Hip Pain – ESSA, 2022
Isometric Resistance Training for Hypertension – ESSA, 2022
Technical Lifting with the science of strength – Australian Combat and Exercise, 2022
Postural Analysis and Functional Assessment – Active Rehab Solutions, 2022
AEP Case Conference – Long COVID – ESSA, 2022
Assessment & Exercise Management of the Rotator Cuff – ESSA, 2022
GetBack Spinal Rehabilitation Training, 2022
COPD and Pulmonary Rehabilitation, Lung Foundation Australia, 2020
Understanding traumatic brain injury MOOC, University of Tasmania,2020
Understanding dementia MOOC, Univerity of Tasmania
Management of urinary incontinence, Western NSW PHN
Working with Individuals with Autism Spectrum Disorder, ESSA
Evidence for the use of High Intensity Interval Training (HIIT) in patients with chronic disease, ESSA
Gait training and neurological conditions, ESSA
The pelvic floor in men – considerations for surgery, ESSA
Dipolma of Professional Pilates Instruction, Pilates ITC, 2020
Hydrotherapy for Chronic Disease, Gateway Physiotherapy, 2019
Lift for Life Training Workshop, Fitness Australia, 2018
Certificate in Pilates Matwork and Reformer Instruction, Pilates ITC, 2018
PD Warrior Level 1 and 2, PD Warrior, 2018.
WorkHab Internation FCE System Licence, Workhab Australia, 2017
First aid Trainer Current
Current CPR, First Aid, Police check and WWCC.
Adam Cabble
Accredited Exercise Physiologist
New to Port Macquarie having relocated from Melbourne to enjoy the lifestyle of beach and sunshine, escaping the four seasons in a day nature of Melbourne.
While new to Port Macquarie Adam has practiced as an Accredited Exercise Physiologist for 14 years, the last 10 years with the getback team. Adam’s role at getback has been to train, educate and mentor clinicians across Australia in effective spinal rehabilitation for their patients in addition to his clinical load.
As may be expected after 10 years working in spinal rehabilitation, Adam has developed a passion for helping people with back and neck pain. For Adam, the ultimate thrill as a clinician is not just ‘fixing’ the back and neck pain, it is wellness… taking a person from the daily grind of pain and restriction to being able to achieve wellness through movement and exercise.
Clinical Interest: Chronic back and neck pain, general wellness.
Personal interests: AFL (still a Victorian at heart), spending time with his family – 3 young children, and hitting up the gym at any chance he gets.
Qualifications:
Bachelor of Human Movement (Exercise Science) 2006
Graduate Diploma in Exercise Rehabilitation 2008
Master of Exercise Physiology ( by Thesis) 2010
Masters of Business Administration 2022
Postgraduate Courses Attended:
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Current CPR, First Aid, Police check and WWCC.
Anthony Mahr
Remedial Massage Therapist
Anthony studied Remedial Massage in Katoomba (Blue Mountains NSW) and moved to Port Macquarie in February 2019. He enjoys keeping fit doing triathalons, parkruns and gym training. Did we mention he is also blind… with his guide dog ‘Shadow’ he enjoys taking on any challenge placed in front of him. He has a passion for helping people feel better through massage and getting his clients back to the activity they love!
Anthony’s vision impairment has the effect of enhancing his other senses. Anthony takes full advantage of this, which allows him to have super human palpation skills to feel subtle muscular tightness and improve outcomes in his patients!
Anthony is currently studying a Cert 3 in Group Fitness at Port Macquarie Tafe.
Clinical Interests: Acute and Chronic Musculoskelatal Injuries, Sports Injuries and Myofascial and Deep Tissue Massage Therapy.
Personal Interests: Running, Tandem cycling, Triathalons, and going to the gym and listening to Audiobooks.
Qualifications:
Certificate 3 in Group Fitness at Port Macquarie Tafe 2023 ( current student)
Diploma in Remedial Massage Therapy 2016
Hot Stone Massage Statement of Attainment 2015
Certificate 4 in Massage Therapy Practice 2015
Postgraduate Courses Attended:
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Statement of Attainment in Basic Computing Skills 2017
Statement of Attainment in Business Administration 2017
Certificate 4 in Community Services 2014
Jo Smith
Remedial Massage Therapist
Jo is a remedial massage therapist with a bubbly personality and an infectious smile!
Jo has worked for many years in healthcare administrative roles for various medical specialists (Rheumatology, Respiratory and others) which has given her a good understanding and empathy for people with health issues. Through this experience, Jo has a developed a passion for helping people and went on to complete her Diploma of Remedial Massage through Port Macquarie TAFE. Jo works closely with our physio team and is driven to help people live their best life free of pain.
Clinical Interests: Acute and Chronic Musculoskelatal Injuries, Sports Injuries and Deep Tissue Massage Therapy and Relaxation massage.
Personal Interests: Jo loves to hang out with her four fur babies and spend quality time with family and friends.
Qualifications:
Diploma in Remedial Massage Therapy, Port Macquarie, 2024
Postgraduate Courses Attended:
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Our front desk team, like our therapists, strive to be helpful, attentive and friendly!
Our Admin Team
Jacqueline Hogan, Georjean Davison (Practice Manager) and Michelle McCudden.
(from left to right)
Our aim is to make your rehab journey through our practice as smooth and comfortable as possible. We are all active members in the Wauchope Community and genuinely care about providing you with a positive experience that exceeds your expectations.