We genuinely care about your health and wellbeing, and our dedicated staff work tirelessly to provide you with the best possible care. When you meet or speak to our staff, you can be part of creating the positive and supportive environment that’s better for everyone. Treating our staff and other service users with kindness and respect not only makes healthcare settings a nicer place to be, it helps us to focus on your needs and the needs of others.

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.

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

Telephone

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.

Video

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. You will be able to have your appointment with the physiotherapist or specialist via secure and easy to use software. It is also possible to have a family member or friend with you during your video consultation.

Face to Face

Our clinician may be wearing a face mask, you can also choose to wear a face mask if you prefer.  You will be asked questions regarding the nature of your MSK problem and your general health.  Your consultation may include a physical examination of the area.

Please wear suitable clothing to enable the clinician to view the affected body part and observe the available movement. 

There is limited parking on site at some of our clinics, please factor this into your journey time. We would be grateful if you can arrive 10 minutes before your appointment time.

Other useful information about our appointments

Please note: We will not record your video or telephone call but will make comprehensive electronic notes.  Please notify your clinician if you are recording the conversation on your device. It is prohibited to post any recorded information on public websites or social media. The information provided is for personal use only.

If you cannot attend your appointment or no longer require our service, please contact us on 0300 555 0123.  If you are feeling unwell or have a confirmed positive diagnosis of Covid-19 please reschedule for when you no longer have symptoms. Please visit NHS.uk for the latest guidance on COVID-19 [opens in new window], including a symptom checker, self-care and social distancing advice.

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.