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FAQ

We Are Here To Answer Your Questions

Find the answers to frequently asked questions about how physiotherapy can help you, what exercises to do and when to seek help from a physiotherapist.

What happens when I come for my first appointment?

When entering the clinic, please introduce yourself to the receptionist at Reception and take a seat in our waiting room. Your first appointment may last 35 minutes, and will involve an assessment as well as a physical examination. From this assessment, you and your physiotherapist will set treatment goals to restore or develop your potential. Your physiotherapist will then discuss the proposed treatment, likely outcomes and probable time frames with you. You are welcome to ask questions so that you can make informed choices about your treatment. You may decline any treatment/s you do not wish to consent to, and have the right to do so at any time.

Do I need to bring anything with me?

If you have been given a referral, have X-rays or other test results please bring these with you.

Can I bring someone with me?

Under normal circumstances, you are welcome to bring a family member/interpretor/or a friend with you, but due to the current COVID restrictions and social distancing, please attend the session on your own where practically possible.

What should I wear?

Ideally wear loose, comfortable clothing. For neck and upper back problems your physiotherapist may ask you to remove your top. For lower back and hip complaints, you may be asked to remove your trousers. Appropriate clothing will help you to be comfortable during the assessment and help us to assess the problem and develop the very best treatment plan for you. If you have any specific queries regarding attending the clinic which we may have missed to mention, please contact us and we will try all our best to suit your needs.

What are your Prices?

See Our Prices Page

What are your payment terms?

Payment is to be agreed prior to the consultation/treatment, either by cash or card. This can be made over the phone while booking your appointment or with the therapist at the treatment centre. Please do not make any payments at the reception desk.

Will my private health insurance cover my physiotherapy consultation fees?

We are recognized by and work along with many major health insurance companies, most health insurance policies do cover, or part-cover, physiotherapy fees. Please check with your insurance company.
We would be happy to help with any corporate or group enquiries, get in touch today for a tailored quote.

Do I need a referral?

A referral is usually not necessary, although if you have one please bring it with you so that your physiotherapist can communicate with the referring practitioner if necessary.

A referral is sometimes required in order to claim for physiotherapy costs on your health insurance. Please check with your insurer.

Cancellation Policy

If you need to cancel the appointment, please give us 24 hours notice to re-arrange your appointment. Cancellations made on the day of the appointment will be charged and so will non-attendance.

How can I make a formal complaint?

Our Complaints Procedure:

We are committed to providing a high quality physiotherapy service to all our patients but unfortunately if you are not happy with our service/location/therapist, etc you can make a formal complaint. We aim to constantly improve our services and standards of care and hence take our feedback and complaints very seriously.

To make a complaint:

  • You can either make a phone complaint by calling us on 0330 124 2392
  • or
  • Email to complaints@annphysiocare.com
One of the members of our Complaints Team with get in touch with you within 24 hours to discuss the issue and aim to resolve it as quickly as possible. In certain instances, we may request you to give written complaint if needed.

What to include in a written complaint:

  • Your details (your name, our reference number, date of birth, and email ID)
  • or
  • A brief background of the complaint
  • Who was involved (Therapist, Centre staff, Admin, etc)
  • What action you would like us to take to resolve it

On receiving this, we will then acknowledge receipt of your complaint either via phone or email for further information if needed for our investigation and report back to you with our findings and resolution.

If you are still not satisfied with the outcome of your complaint, you could request for this to be taken to our higher management or seek independent legal advice.

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