Frequently Asked Questions
We’ve gathered some common questions to help you prepare for your visit. Our aim is to make your experience smooth, reassuring, and effective — from your first booking to your full recovery.
General Questions
No, you don’t. You can book directly with us. However, some insurance companies may require a pre-authorisation for the treatment, so it’s worth checking your policy first.
We treat both musculoskeletal (MSK) and neurological conditions.
Our MSK treatments cover a wide range of issues relating to your muscles, bones, ligaments and joints, common conditions like back and neck pain, joint and muscle injuries, sports injuries, arthritis, and post-surgery rehabilitation.
Our neuro physiotherapy services support people with conditions such as stroke, Parkinson’s disease, head injury, balance problems, and mobility difficulties.
We offer a variety of evidence based treatment options designed to improve movement, strength, and confidence.
These include:
- Manual therapy and joint mobilisation
- Tailored exercise programmes
- Electrotherapy treatments like Ultrasound, TENS and functional electricals stimulation (F.E.S)
- Shockwave therapy
- Acupuncture
- Steroid and hyaluronic acid injections for pain relief and joint health
- Confidence building, mobility, and balance training
- Posture correction and movement re-education
All treatment plans are personalised following a full assessment.
Appointment Queries
You can book online, by phone, or by emailing us. We’ll confirm your appointment and send all the details you need before your visit by email.
Your first appointment usually lasts around 30–45 minutes, as it includes assessment and treatment. Follow-up sessions are typically 30 minutes but may vary based on complexity.
Wear comfortable clothing that allows easy movement. For example, shorts or skirts for leg treatments or a vest top for shoulder or neck issues.
Yes, you can rearrange your appointment by contacting us by phone or email. Please give us at least 24 hours’ notice.
We require a minimum of 24 hours’ notice if you need to cancel or change your appointment. Cancellations made with less than 24 hours’ notice may incur a charge.
Your physiotherapist will take a full history of your symptoms, perform an assessment, explain the findings, and begin treatment with your agreement. You’ll also receive advice and exercises to continue at home.
Patient Care and Consent
Yes, absolutely. You can bring a family member, a friend or carer to your session. If you would prefer a clinic chaperone, please let us know in advance, and we will arrange one for you.
Your consent is essential. Before any assessment or treatment begins, your physiotherapist will explain what will happen and gain your verbal or written consent. You can withdraw your consent or stop treatment at any time.
That’s completely fine. We will discuss all available options with you, and you’ll only receive treatment you’re happy to proceed with. Your comfort and dignity are always our priority.
Payment Queries
We accept all major debit and credit cards, bank transfers, and cash payments. Payment is usually made at the end of each appointment unless arranged otherwise.
We don’t offer payment plans, but we do have package options available for a block of follow up appointments, shockwave therapy and acupuncture. These can be a cost effective way to complete a full course of treatment.
Payment is due on the day of your appointment unless your treatment is covered directly by your insurance company or you have booked one of our packages.
Insurance Company Queries
Yes, we’re registered with most major UK health insurers. Please let us know your provider and policy details when booking.
You’ll need your policy number and an authorisation code from your insurer before starting treatment. Also, let us know the excess payment on your policy. This helps us bill them directly.
We accept some international insurers. Please check with your provider first and share any authorisation details before your appointment.
If your insurance limit is reached, you can continue treatment by paying privately. We’ll do our best to keep you informed throughout, so there are no surprises.
About the Clinic / Practitioners
All our physiotherapists are fully qualified and registered with the Health and Care Professions Council (HCPC) and the Chartered Society of Physiotherapy (CSP). They have extensive experience in both the NHS and private settings.
Yes. Some of our physiotherapists specialise in musculoskeletal (MSK) conditions, others in neurological (Neuro) rehabilitation or sports injuries. We will always match you with the most suitable clinician for your condition.
Yes. Through our partner company, Home Visiting Physios, we can arrange home physiotherapy visits for patients who may find it difficult to travel to the clinic. Visit our other website www.homevisitingphysios.co.uk
Accessibility and Location
Our clinics in Ashford, Folkestone, and New Romney are fully accessible and have parking spaces available.
Yes, all our clinics have designated parking spaces on-site or nearby for patient use.
Yes, we are open until 7 pm on most weekdays and offer Saturday appointments to make scheduling more convenient for our patients.
Before and After Treatment
Please bring any relevant scan reports, medical history, and current prescriptions if you have them. This helps your physiotherapist understand your condition fully and plan the most effective treatment.
Some patients may feel a little sore after certain treatment sessions, depending on their condition and the type of therapy used. Your physiotherapist will discuss this with you and guide you on how to manage it.
The number of sessions varies from person to person. It depends on your condition, goals, and response to treatment. Your physiotherapist will review your progress regularly and adjust your plan as needed.
Yes. Most patients are given a set of tailored home exercises to support recovery and maintain progress between sessions.
Safety and Professional Standards
All steroid and hyaluronic acid injections are administered by our clinicians who have specialist training in injection therapy and meet all professional and safety standards. Clinicians have over 15 years of experience in this area.
We follow strict clinical hygiene and infection control standards in line with professional and national guidelines. All equipment and treatment areas are cleaned between patients to ensure a safe environment.
Communication and Follow-Up
Yes, you can. If your physiotherapist is with another patient and unable to answer your call, you can email us, leave a message with our admin team, or leave a voicemail. Your physiotherapist will get back to you as soon as possible.
Yes. With your consent, we can send updates or reports to your GP, consultant, or referrer to ensure continuity of care.
