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Appointments
Your appointment
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.
Appointment types
You could receive your appointment in one of the following ways, based on your needs and 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.
Cancelling or missing an appointment
If you cannot attend your appointment or no longer require our service, please contact us on
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 2 working days’ notice. If you cancel 2 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.
Other useful information about appointments
Call recording
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.
SMS text messaging policy
Where provided, we will send SMS text messages to the mobile phone number provided by your GP. These messages will be in relation to your appointment or to gather feedback to help us further improve our patient experience.
This is not compulsory. We understand that some patients will not want to receive SMS text messages, however we would kindly ask that you consider the advantages of receiving these messages before choosing to opt-out. If you do wish to opt-out or are concerned that we do not hold your most recent mobile phone number please contact us.
Other help and advice
Before you attend your appointment you may also wish to look at our advice and support.