Frequently asked questions

Here are some of the questions we are often asked by new patients. If you are unable to find the answer to your question below, please don't hesitate to get in touch. Our reception team are always happy to help.

Q: Do I need a referral to see one of your physiotherapists?
A: No. You can self refer. All you need to do is call us to arrange your appointment. You may be required to give us some detail of your injury that requires assessment over the phone and we will also need contact details.

Q: When should I book to see a physiotherapist?
A: Whenever you need to. It is best that injuries are assessed early to avoid worsening and causing other complications. Often the sooner the injury is picked up the speedier and stronger the recovery. At HealthKinect Physiotherapy Services we are able to arrange an appointment quickly with minimal fuss.

Q: How do I know if my physiotherapist is fully qualified?
A: All our chartered physiotherapists are members of the CSP and registered with the HCPC. You are able to check their registration status on these websites.

Q: How can I make an appointment?
A: Call 0800 222 9993 to arrange your appointment. Our reception team are happy to help during opening hours. You can call out of hours and leave a message with your name and contact details and we will return your call at opening the next day. Alternatively, use the contact page of this website.

Q: I have health insurance that includes physiotherapy cover. Can I use this?
A: Yes. We are registered with most large insurers such as BUPA and AXA PPP. If we are not yet known to your insurer, it is usually simple to arrange registration with them or we can provide receipts to enable you to claim back on your insurance.

Q: Is there anything I can do to help my injury?
A: It is best to have an injury assessed by a physiotherapist so that the cause of pain can be established and the best action taken as soon as possible. Call 0800 222 9993 to arrange an assessment. There are some helpful injury care techniques on our health advice page to enable you to manage your injury while you wait for your assessment, just click on the area concerned.

Q: Do I have to undress to be assessed?
A: It depends on where the injury site is. To properly assess an injury we need to see the area fully and often need to see the joint above and below. For spinal injuries it is necessary to see most of the body. It is best to wear well fitting underwear and bring some shorts with you. We operate in a very professional manner and respect the wishes of our clients. We aim to keep you as comfortable as possible. You are welcome to bring a friend or family member with you to sit in during consultations should you wish.

Q: Can I choose to be seen by a male or female physiotherapist?
A: Yes. When you arrange your appointment you can request that you would prefer to be seen by a male or a female physiotherapist. Once assessed it is best to stay with the same physiotherapist to ensure continuity of care from one visit to the next. However, if you would prefer to change, this can be arranged.

Q: Does my GP need to know I've had physiotherapy?
A: Your GP would prefer to know what treatment you have had but we will not routinely contact your GP unless you request we do so.

Q: What is your cancellation policy?
A: The NHS Cancellation/DNA (Do Not Attend) Policy is as follows:

• If you cancel within 24 hours of your appointment on 2 consecutive occasions, you will be discharged.
• If you DNA, you will be discharged. You will need to return to your GP to be re-referred.
• If you change your appointment repeatedly but don’t necessarily cancel or DNA, you will be considered for discharge on an individual basis.
• We will send a letter to your referring GP explaining the reason for discharge.

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