What can you expect when you visit our clinics?

When you call us to make your initial enquiry:

The phone will be answered by one of the Admin team.  Amanda, Sue and Rich will be happy to answer any questions you may have regarding any aspect of your treatment at the clinic.  If they don’t have the answer immediately to hand they will do their best to get an answer for you as soon as they can and will call you back.

Once you’ve made the decision to book an appointment they will find you an appointment that’s convenient to YOU.  We usually aim to see people within 24  hours and will always endeavour to accommodate your requirements. 

At busy times you may get the answer phone but do please leave a message as we monitor the phone constantly and will return your call as soon as we can.

Once you arrive at the Clinic:

We don't always have a receptionist on duty so when you arrive at the clinic please let yourself in and take a seat.  You will find a selection of magazines, music and sweets to help you relax whilst waiting.  Your therapist will know that you’re waiting and will come to collect you when it’s time for your treatment.

All the practitioners do their utmost to make sure you’re seen on time but if for any reason they are running late they will pop out and let you know that you haven’t been forgotten.  If you find you’re waiting more than a couple of minutes beyond your appointment time and no one comes to see you please telephone the office number 01380 730473 to speak to one of the admin team.

Your first treatment:

When you meet your practitioner for the first time they will introduce themselves and show you into the treatment room.  There are a few personal details which they’ll need to take at that stage:  address, additional phone numbers, any insurance details etc.

Your practitioner will then ask you about your condition, take a relevant medical history and note of any medication you are taking.  Your treatment and follow up appointments will be specifically tailored to you.

Payment:

We are registered with all the major insurance companies and are happy to invoice them direct for your treatment on production of an authorisation number.  Please note that many insurance companies insist on a pre-authorisation system nowadays and without the relevant code we are unable to invoice them.   It will therefore speed things up if you’re able to speak to your insurance company before attending for treatment.

If you are paying for your treatment yourself:

We are happy to take payments by card, cash or cheque and would normally ask that you settle your account every 2 or 3 sessions. 

Once your appointment is complete:

At the end of the session the practitioner will have booked you a follow up appointment, if appropriate, and taken payment.  He or she may have given you an exercise programme to take home.

If after your appointment you have any questions please don’t hesitate to ring the admin team who will do their best to help you.  They will, if necessary, contact your therapist to make sure your questions are answered.

What happens if treatment is unsuccessful?

Most of our patients are discharged with their conditions fully resolved or resolving.  Occasionally it may be necessary for us to refer you on to other health practitioners for scans, x-rays, a consultant opinion or a combination of all three.  If this is the case your practitioner will discuss the various options with you, whether you require a private referral (in which case we can refer direct, the practitioner will telephone while you wait to try to get you an appointment) or whether you would prefer an NHS referral (in which case we will need to write to your doctor asking him to refer you for specialist treatment).  The physio will write any letters needed the same day that you decide to proceed with onward referral so any delay is minimised.

Once you’ve had your x-ray, scan or consultant appointment we would expect to be kept informed by the specialist of any developments in your condition.  It may be that you need to continue with physio in which case we will contact you to arrange this once we have heard from the specialist.

Once your treatment is complete:

Your physio will write to your doctor explaining why you’ve attended the clinic, what the diagnosis was, what treatment you’ve received and will indicate the outcome of the treatment to your doctor.  This is to ensure that your GP is kept fully informed of your medical status.

We hope that you are pleased with the treatment you receive at our clinics.  If not please let us know of any problems at the earliest opportunity and we will address any issues you raise. 

The vast majority of our patients come to us on personal recommendation so if you are happy with the treatment you receive please let all your friends and relatives know.