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Frequently Asked Questions

How Can We Help?

What should I expect from my first physiotherapy session?

We advise that you arrive 5-10 minutes early for your first appointment to allow time to complete the registration forms. Your physiotherapist will then greet you from reception and take you through to the consultation room where 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.Once a diagnosis has been made the phyiotherapist will explain the findings and outline a treatment plan. Treatment will be given as part of your first session.

How do I claim on my private medical insurance?

We are able to bill your insurance provider directly but the contract for payment is held with the individual client. Should the insurance company refuse to pay, the client will be asked to settle the account in full. In order for us to bill your insurance provider, we simply need the name of the policy holder, your membership or policy number and authorisation code. We also need to know details of excess and treatment limitations prior to starting your course of treatment.
We are recognised by the majority of the major medical insurers. Please ask at reception for a full list. If we are not recognised by your insurer, we may be able to apply for recognition so please ask.

What should I wear?

We generally advise that you wear comfortable, loose fitting clothing. We also suggest that you wear/bring shorts for hip, knee or back problems. You may be asked to remove one or more items of clothing to enable the physiotherapist to assess your condition. Any clients wishing to bring a chaperone are more than welcome.

How quickly will my symptoms resolve?

Everyone is different and responds differently to the various treatments provided. In the majority of cases, we would expect to see symptoms eased after the first session but in other cases it may take a few sessions to really notice a difference.
It is important to note that on some occasions, your symptoms may become temporarily aggravated following a treatment session. This is a normal reaction, particular if your injury is quite acute. It is nothing to be worried about but is important to feedback to your physiotherapist so treatment can be adjusted in subsequent sessions.

What is your complaints policy?

If for any reason you are unhappy with the service you have received, please do not hesitate to email us at

One of our team will get back to you within 2 working days. If you are not satisfied with the response, your complaint with be escalated to our Director who will respond within 5 working days.

We take all complaints very seriously and use the feedback to improve our service for all clients. 

What forms of payment do you accept?

We currently accept cheques, cash and debit or credit card payments (we do not accept American Express or Diners Club). We can also take payments over the phone.

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