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Our appointment types

We have been adapting to new ways of working since the Coronavirus outbreak earlier last year. It's important that you read our consent and verification page and complete a consent form [Word] to allow us to contact you with information about your care.

Please note: We will not record your video or telephone call but we will make comprehensive electronic notes and you will be asked if you are happy to share your electronic records with other health professionals involved in your care. Please notify your clinician if you are recording the conversation on your device. Please also note that the advice given is personal to you, so you should not share this with others. It is prohibited to post any recorded information on public websites or social media.

You could receive your appointment in one of the following ways, based on your needs/symptoms:


Most of the information that GPs and other healthcare professionals need to form a diagnosis comes from what you say. Please be assured that our team are experts in assessing patients by asking questions over the telephone as we did this for many years through our Physio Advice Line service.

To ensure you get the most out of the call, please ensure you are in a quiet place where you feel comfortable to discuss confidential or personal information regarding your symptoms.


As convenient as a phone call, and with the added benefit of talking face to face, video appointments can save you time and travel expense. Via secure and easy to use software, you will be able to have your appointment with the physiotherapist or specialist, and it is also possible to have a family member or friend with you during your video consultation.

How to join your video appointment

You will receive a text message at your appointment time from NHSNoReply containing a link. Please look out for this text at your appointment time and click the link to access your appointment.

The process can vary depending on your device/operating system. Please click on the pdf link below for more information.

What do I need to receive a video call?

  • A good connection to the internet: If you can usually watch a video online, you can make a video call.
  • A phone, tablet or computer with a
    web camera, speakers and microphone (these are often already built into laptops and smartphones).

Where do I put my camera?

  • Put the camera on a stable surface so your head and shoulders are visible while talking.
  • Have enough space in front of the camera so we can observe the body part to be examined if needed.
  • Choose a private place where you won’t be disturbed.

How much internet data will I use?

If you can, connect to a home or work Wi-Fi.

  • Usage is around 5-8 Mb per minute (0.48 GB per hour) so please check your data allowance, as going over any data allowances can incur additional costs.

What to wear?

Wear what you would normally wear for a face-to-face appointment in clinic.

  • If you can, wear loose, comfortable clothing that can be easily moved/rolled up. This will enable us to view the affected body part and see how much you can move.

Please read Guidance leaflet for video consultation [PDF] for more information on joining a video appointment.

Face to Face

We have followed all relevant national guidance and taken steps to ensure that our clinic is safe to visit should you need to have a face-to-face appointment. These measures include socially distanced waiting areas, hand sanitisers and members of our team wearing personal protective equipment (PPE) (e.g. masks/visors). 

On arrival for your appointment, please: 

  • arrive on time - do not arrive early as this will minimise the number of patients waiting
  • attend alone or with only one carer/ parent if possible
  • wear a face covering 
  • use the hand sanitiser provided and ensure you are frequently washing your hands
  • maintain social distancing (wherever possible, please ensure there are at least two metres between you and another person).

Please reschedule your appointment by calling 0300 555 0123 if:

  • you or someone you live with has had a temperature in the last 7 days
  • you or someone you live with has had a persistent cough in the last 7 days
  • you or someone you live with has had a loss of taste and smell in the last 7 days

Please visit for the latest guidance on COVID-19 [opens in new window], including a symptom checker, self-care and social distancing advice.

If you cannot attend your appointment or no longer require our service, please contact us on the number above. Please also ensure that you inform us if your mobile number changes at any time.  

What to expect on arrival to our premises: 

  • our clinician will be wearing PPE (mask, eye shield, apron and gloves)
  • we will ask you to wear a face covering, if you aren't already
  • please listen to and follow the clinician’s instructions carefully
  • we will ask the COVID-19 screening questions again and then ask you to wash/sanitise your hands
  • You will be taken to the clinic room, which has been prepared for face-to-face appointments. Please wear suitable clothing to enable the clinician to view the affected body part and observe the available movement.
  • After your assessment, you will be shown out of the building.

Please be aware that there is currently limited access to toilet and refreshment facilities on site, so you may wish to bring your own bottle of water.  

There is a strict policy in place regarding patients who do not attend or cancel their appointments: 

  • If you cancel your appointment, please try and give at least two working days’ notice. If you cancel two appointments, you will be discharged from our service back to the person who referred you.   
  • If you fail to attend any appointment, you will be discharged from our service back to the person who referred you. 

Before you attend your appointment you may also wish to look at our helpful advice and leaflets.