We are registered with the major insurance providers and for your ease and convenience we can submit your invoices directly to these insurers at no extra cost. *We no longer work with Vitality - if you are using Vitality to cover your physiotherapy treatment costs you will need to pay for your treatment and claim back from Vitality. We can provide you with a receipt of payment. 

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If you are using private medical insurance to fund your physiotherapy treatment before your first appointment we will need:

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• Name of insurer

• Membership/policy number

• Authorisation code

• Details of any excess

• Any limitations that you are aware of e.g. the number of treatment sessions your insurer will cover

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If this information is not available you will be required to pay for your treatment as a self-paying client. 

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It is important to note that you can only claim for physiotherapy treatment. You cannot claim for Pilates or sports massage.

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We will send an invoice after yor appointment with BACS details or you can pay by secure card payment link.  Please pay for your treatment after each session so we don't have to chase.

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We offer reduced rates for Holiday Inn Shepperton guests and You Fit Health Club members for physiotherapy appointments only. 

You'll find Physical Health located inside the Holiday Inn hotel's leisure club. This is accessed from the hotel main reception which is signposted from the car park. 

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Please take a seat in the leisure club reception area and your therapist will meet you there at your appointment time. 

If you are coming for a physiotherapy appointment please bring along any referral letters, scans or reports that you may have.

Please bring t-shirts or shorts to wear if appropriate. For example, if you’ve got a problem with your knee we’ll need to see it, so shorts are great! If you need to get changed before your session you are welcome to use the leisure club changing rooms. 

You can expect your first appointment to take up to 45 minutes. We will ask you questions about your problem to help us understand it in more detail and how it is affecting your day-to-day activities and hobbies. 

We will then take a closer look at the joint/muscle/area of the body that is affected and probably ask you to move around a bit to see what you can manage. 

After this we'll have a good idea of your diagnosis, which we will take our time to discuss with you. Then we'll come up with a treatment plan with the aim of helping to relieve your symptoms and improve your function in line with your goals.  

If you are coming for a Mummy MOT appointment please bring along information you may have that you feel is important for your Pelvic Health physiotherapist, Charlotte to understand.

You can expect your appointment to take around one hour.  Please wear comfortable clothes you can easily move around in. 

Charlotte will:

• Assess the strength and function of your tummy muscles, check for any tummy gap and assess your pelvic floor.

• She will discuss with you any physical problems arising from your pregnancy and birth, assess these and if they continue to need further treatment suggest ways to treat them. 

• You will receive a bespoke post-natal recovery programme devised just for you to include specific and safe exercises to improve pelvic floor function, whole-body strength and posture. 

You can expect the initial ten minutes or so of your first appointment to involve some questions and answers. Your therapist will want to hear about any recent injuries, any painful areas, any sports or training commitments you have and questions about your  your day-to-day activities and sports involvement. 

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Your massage may also involve some assisted mobilisation techniques and suggestions for how to help maintain the good work that has been done. 

Please complete the additional Pilates information form before coming to your first appointment. 

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It is a good idea to come ready to start your session in appropriate clothing as otherwise the session time will be lost with the time it takes to change. You are welcome to use the leisure club changing rooms

When you make your online booking for physio, sports massage or Pilates your details will be registered with us. If you make a booking over the phone we will take your registration details then.

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After you have booked your first appointment, you will receive an email containing your appointment details. Please check them and contact us as soon as possible if anything needs to be amended. 

Appointment slots are reserved for clients at the time of booking. In the event of late cancellation, it is unlikely that we will be able to offer this slot to another patient. We therefore request that you provide us with at least 24 hours’ notice should you need to amend or cancel your booking.

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Please understand we are a small business and missed appointments add up as a cost to us, therefore we adhere to our cancellation policy. Late cancellations or appointments not attended will be charged in full.

There is ramp access to the rear of the hotel and a lift to access the Health Club. Please note there are 3 steps before accessing the clinic room. If you are a wheelchair user please contact us directly before making an appointment to discuss your needs. 

Your feedback is important to us to help us shape our service for our clients. We love to hear when we've done a great job, it helps us develop our service and our business grow, however we also need to know when things go wrong. This helps us to learn from our mistakes and make improvements. 

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Whilst we pride ourselves on the quality of our care, support and dedication we offer our clients we appreciate there may be circumstances where you may consider we have not met your expectations. If you have a concern or complaint about any part of your journey with Physical Health please let us know as soon as possible. You can contact us in person, by phone or email. Please give as many details of the matter as you can and we will get back to you within 2 working days. We take all complaints very seriously and deal with them as promptly as we can. 

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Please contact Sarah Chapman on 01932 645320 or email sarah@physicalhealth.co.uk