Before we can treat you, you must be registered with us as a patient. You can register with us over the phone when you make your first booking or by completing our appointment request form.
After you have booked your first appointment, you will receive an email containing your appointment details and confirming your registration details. Please review your details on the patient letter and if any details are incorrect or missing, please contact us before your appointment so they can be amended.
Your confirmation email will also contain a link to the ‘Pre consultation questionnaire’. It is very important that you click on this link and complete the form online before your first appointment. This contains important questions about your health, which may impact your treatment. The link to this can be found in your confirmation email from us.
Free Pre-Assessment Consultations
We offer every new client the opportunity to have a 15 minute free consultation with one of our physiotherapists. This is done face to face in clinic.
Please note that this does not replace the need for a full assessment and does not include any treatment. It is designed to give you the opportunity to discuss your needs and find out if physiotherapy is right for you before you commit.
Arriving at Your First Appointment
If this is your first time with us, we ask that you arrive at least 10 minutes before your appointment. When you arrive, please report to reception. You will be directed to the appropriate waiting area where your practitioner will meet you at your scheduled appointment time.
Your initial assessment will last approximately 30 minutes. You will be asked your reason for attending, the nature and history of your condition and any details that may be relevant to your assessment or treatment. The Physiotherapist will then conduct a physical examination of the affected area.
Once a diagnosis has been made, your practitioner will explain their findings and outline a treatment plan. The Physiotherapist will try and provide some treatment during your first appointment, however this is dependent upon time available and the nature of your condition.
After your assessment, if required, your Physiotherapist will recommend that you book in for a series of follow up treatments. Treatment cycles will vary dependent upon your condition but typically range between 4-8 sessions per area/condition being treated. All treatment plans are tailored to the individual and will consist of a variety of treatment modalities aimed at relieving symptoms and improving function in line with your goals.
Please remember to wear/bring appropriate clothing so that the Physiotherapist can assess the affected area/joint.
Payment - Self Funding Clients
All self-funding clients are required to pay for their appointment on the day. If you wish to pay for multiple treatment sessions in advance, we offer a 10% discount for booklets of 6+ treatments available at our online store.
We also offer reduced rates for select corporate partners. Please contact our corporate team via email@example.com to find if your organisation is eligible for a corporate discount.
Payment - Private Health Insurance
We are registered with all major private medical insurers and can submit your invoices directly to your insurer for settlement at no extra cost. If you would like us to bill your insurer, please ensure the following details have been provided and are up to date prior to your appointment.
- Name of Insurer
- Membership/Policy Number
- Details of any Excess
- Treatment Limitations (many insurers limit the number of treatment sessions they will pay for)
- Authorisation Code
If this information is not available, you will be required to pay for your treatments until it becomes available.
We will make every effort to ensure that your account is processed by your insurer however, it is your responsibility to ensure that the claim meets all the necessary criteria set down in your policy document.
If your insurance company does not settle your claim within 60 days of your appointment or there is a shortfall, then the liability falls to the patient to settle the account directly. We reserve the right to charge you and take payment for all unsettled appointments at our standard self-funding rate.
Appointment slots are reserved for clients at the time of booking. In the event of late cancellation, it is unlikely that we will be able to offer this slot to another patient. We therefore request that you provide us with at least 24 hours’ notice should you need to amend or cancel your booking.
Please note that we adhere to a strict cancellation policy. Late cancellations or appointments not attended will be charged in full.
Should you require a chaperone, we can provide one for you or you can have a family member or friend accompany you. Please make any preferences known to a receptionist or your practitioner prior to your appointment.
Many of our clinics are based within medical centres or health clubs. Most of our clinics have disabled access available but if you use a wheel chair or have any special access requirements, please contact us prior to your appointment to ensure appropriate access is in place.
If for any reason you are unhappy with the service you have received, please do not hesitate to email us at firstname.lastname@example.org. One of our managers will get back to you within 2 working days. If you are not satisfied with the response, your complaint with be escalated to our board of directors who will respond within 5 working days.
We take all complaints very seriously and use the feedback to improve our service for all clients. Consequently we have a complaints rate of less than 0.1%.