Question 1

How do I manage my appointments online?

Accepted Answer

Use our online patient portal at ann.jellypx.com (also available as a mobile app) to book, view, amend or cancel appointments, view your exercises, sign consent forms and upload documents such as MRI scans, CT scans or reports. Watch the demo video.Logging in: if you were referred by an insurer or solicitor, you are registered automatically — no need to sign up. Your username is the email address or mobile number you gave your insurer, and your password is your date of birth (DDMMYYYY). You can change it after your first login. Having trouble? Use the “forgotten?” button to create a new password.Book: tap Book Appointment on the home screen, or go to Menu › Appointments and tap “+”.View: Menu › Appointments (in the app, the menu is the three lines in the top-left corner).Amend or cancel: Menu › Appointments, then the pencil icon to amend or the “X” to cancel. Changes can’t be made within 24 hours of the appointment.Exercises: Menu › Documents.Consent forms: Menu › Forms, then tap the pencil icon to sign.Upload documents: tap Upload items on the home screen.Please don’t contact the clinic centre about appointments — they don’t hold your details. Manage your booking online or call our admin team on 0330 124 2392.

Question 2

What is your cancellation policy?

Accepted Answer

Please give us at least 24 hours’ notice if you need to cancel or rearrange your appointment. Same-day cancellations and non-attendance will be charged.

Question 3

How do I find my nearest clinic?

Accepted Answer

Use our clinic locator to search by postcode or town, or browse the full list of clinics. Watch the demo video.

Question 4

Can I be treated at home or online?

Accepted Answer

Yes. We offer home visits with the same high-quality treatment as in clinic, and online video consultations for diagnosis, treatment and rehabilitation.

Question 5

What happens when I come for my first appointment?

Accepted Answer

Please introduce yourself at reception and take a seat in the waiting room. Your first appointment may last around 35 minutes and includes an assessment and physical examination. Together with your physiotherapist you will set goals for your treatment, and they will explain the proposed treatment, the likely outcomes and the expected recovery time. Please ask any questions so you can make an informed decision — you can decline any treatment, at any time.

Question 6

Do I need to bring anything with me?

Accepted Answer

Please bring any referral, X-rays or other test results you have.

Question 7

Can I bring someone with me?

Accepted Answer

A family member, interpreter or friend is normally welcome. Where practical, we may ask you to attend on your own.

Question 8

What should I wear?

Accepted Answer

Please wear loose, comfortable clothing. For neck or upper back problems you may be asked to remove your top, and for lower back or hip complaints you may be asked to remove your trousers. If you have any specific questions about attending, please contact us.

Question 9

Do I need a referral?

Accepted Answer

Usually not. If you have a referral, please bring it so your physiotherapist can contact the referring practitioner if needed. Some health insurers require a referral before you can claim, so please check with your insurer.

Question 10

Can I bring my pet?

Accepted Answer

Please read our pets policy below before bringing an animal to your appointment. Any questions? Call 0330 124 2392.

Question 11

What are your prices?

Accepted Answer

Face-to-face initial consultation & examination£50Face-to-face follow-up session£45Online (video) initial consultation & examination£35Online (video) follow-up session£35Package of 3 sessions (save £30)£110Home visit — initial assessment & treatment (60 min)£130Home visit — treatment (60 min)£130Postural assessment£45Ergonomic assessment & advice£125DSE workstation assessment — remote£120DSE workstation assessment — face to face£150Shockwave therapy — initial assessment£85Shockwave therapy — follow-up£65Pay online: initial consultation · treatment session

Question 12

What are your payment terms?

Accepted Answer

Payment must be agreed before your consultation or treatment. We accept cash or card. You can pay over the phone when booking, or with your therapist at the centre — please don’t pay at the reception desk.

Question 13

Will my private health insurance cover my physiotherapy fees?

Accepted Answer

We work with many of the major health insurers, and most policies cover all or part of physiotherapy fees. Please check with your insurer. For corporate or group enquiries, contact us for a tailored quote.

Question 14

Do you accept NHS referrals?

Accepted Answer

We provide NHS-funded physiotherapy in West Berkshire and East Kent only. Everywhere else you can self-refer and pay as you go, or use your health insurance. Call 0330 124 2392 and we’ll check what applies to you.

Question 15

How can I make a formal complaint?

Accepted Answer

You can complain by phone on 0330 124 2392 or by email to complaints@annphysiocare.com. A member of our Complaints Team aims to contact you within 24 hours.We may ask you to put your complaint in writing, including your details (name, reference number, date of birth and email), a brief background, who was involved, and the resolution you would like. We will acknowledge your complaint, may ask for more information, and will report our findings and resolution to you.If you are still dissatisfied, you can ask for your complaint to be escalated to higher management, or seek independent legal advice.

Question 16

Are your physiotherapists qualified and registered?

Accepted Answer

Yes. All our physiotherapists are HCPC and CSP registered, highly skilled and vastly experienced, with a proven record in the prevention and treatment of musculoskeletal injuries.

Question 17

What conditions and treatments do you offer?

Accepted Answer

We treat back and neck pain, sports injuries, joint pain and arthritis, repetitive strain and post-operative rehabilitation — using hands-on physiotherapy, acupuncture, electrotherapy, massage and exercise programmes. Try the body map to explore by area.

Question 18

What areas do you cover?

Accepted Answer

We have 85+ clinics across England, Scotland and Wales, including Berkshire, Kent & Medway, London and South Wales. Our head office is at 37A Clase Road, Morriston, Swansea SA6 8DS.

Frequently asked questions.

Booking & appointments

Your first visit

Prices & payment

Complaints

About us

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Face-to-face initial consultation & examination	£50
Face-to-face follow-up session	£45
Online (video) initial consultation & examination	£35
Online (video) follow-up session	£35
Package of 3 sessions (save £30)	£110
Home visit — initial assessment & treatment (60 min)	£130
Home visit — treatment (60 min)	£130
Postural assessment	£45
Ergonomic assessment & advice	£125
DSE workstation assessment — remote	£120
DSE workstation assessment — face to face	£150
Shockwave therapy — initial assessment	£85
Shockwave therapy — follow-up	£65