Frequently Asked Questions

About Our Service

What qualifications do your physiotherapists have?

All our physiotherapists are qualified and registered with the Health and Care Professions Council (HCPC) and are members of the Chartered Society of Physiotherapy (CSP). Many have additional specialist qualifications in areas such as neurological rehabilitation. We maintain appropriate professional insurance and all staff undergo enhanced DBS checks for working with vulnerable adults.

Do I need a GP referral?

No, you don't need a GP referral to access our services. You can refer yourself or a family member can arrange an appointment on your behalf. However, we're always happy to work alongside your GP and other healthcare professionals involved in your care.

What areas do you cover?

We provide home visits across South East London (including Lewisham, Bexley, Greenwich, and Bromley) and throughout Kent (including Maidstone, Tunbridge Wells, Canterbury, Tenterden, and surrounding areas). If you're unsure whether we cover your area, please call us to check.

Who will I speak to when I call?

You'll speak with an administrator who will arrange a call with one of our qualified physiotherapists. Our physiotherapists will personally discuss your needs and ensure you're matched with the right therapist for your condition.

Your First Appointment

What will my first session involve and how should I prepare?

Your initial assessment will focus on understanding your condition and goals. We'll ask about your medical history, current challenges, and what you hope to achieve. Please have ready: your current medication list, recent hospital letters or test results, and any questions about your condition. You may be asked to wear comfortable clothing or change for examination, which is always done with dignity and respect.

How long do appointments last?

Assessment appointments typically last about an hour. Follow-up treatment sessions are usually up to one hour, depending on your needs and treatment plan.

Will you bring equipment?

We work with what you have at home where possible, but we may bring small pieces of therapeutic equipment if helpful for your treatment. Our massage therapists can bring a treatment couch if required.

Can you see me in a care home?

Yes, we regularly visit residents in nursing and residential care homes. We can provide individual assessments and treatment, group exercise classes, and advice to care home staff. It's worth checking with your care home first to ensure they're happy for us to visit.

Treatment & Conditions

What conditions do you treat?

We have expertise in treating a wide range of conditions including stroke recovery, Parkinson's disease, other neurological conditions, post-surgical rehabilitation, falls recovery, arthritis management, fracture recovery, and general mobility issues. See our Conditions We Treat page for comprehensive details.

Can you help with dementia or memory problems?

Yes, we're experienced in working with people who have memory or communication difficulties. We adapt each session to ensure you can participate comfortably, using familiar exercises and clear, simple instructions while maintaining your dignity and wellbeing.

How soon after hospital discharge can you see me?

We can arrange to see you as soon as you're discharged from hospital, often within 24-48 hours if needed. Early intervention can be particularly beneficial for stroke recovery and post-surgical rehabilitation.

Do you work with children?

While our main expertise is with adult rehabilitation, particularly neurological conditions and post-surgical care, we can discuss specific paediatric cases. Please call to discuss your child's needs.

Do you run any group exercise classes?

Yes, we run FitMove classes - accessible exercise sessions designed to help people maintain fitness, strength, and balance in a fun, social environment. We currently provide:

- FitMove classes with Age UK Bexley in community settings

- Specialist exercise classes for people with Parkinson's in partnership with Bromley Branch of Parkinson's UK

- Group exercise sessions in care homes and residential settings

These classes welcome people of all abilities and provide an excellent way to stay active while meeting others and seeing a physiotherapist regularly.

How can I find out about your FitMove classes?

Our FitMove classes run in partnership with local charities and community groups. Go to our contact page to get in touch and find out more about current class schedules and locations, or ask about starting a FitMove class in your area or care home.

Costs & Payment

How much do your services cost?

Our current fees are: Initial Assessment £175, Follow-up Physiotherapy Sessions £125, Physiotherapy Assistant Sessions £75, and Fitness Professional Sessions £75. A small mileage fee may apply for locations outside our standard area. See our Fees page for complete pricing.

Do you accept insurance?

We're registered with some insurance providers. Please check with your insurance company to see if they cover home physiotherapy visits. We can provide all necessary documentation for insurance claims.

When do I need to pay?

Initial assessments must be paid in advance when booking. Follow-up sessions are invoiced after each appointment, with payment due within 7 days or before your next session, whichever comes first.

What payment methods do you accept?

We accept bank transfers (preferred) and card payments over the telephone. We don't handle cash payments.

Working with Other Services

Can you work with physiotherapy assistants or fitness professionals?

Yes, depending on your needs, we may recommend sessions with our trained physiotherapy assistants or fitness professionals. These sessions are always supervised by your physiotherapist, and regular reviews with your physiotherapist are mandatory to ensure your care remains appropriate.

Do you provide reports for insurance or legal purposes?

Yes, we can provide detailed reports for insurance companies, solicitors, or case management companies. We have extensive experience in medico-legal work and can provide quotes for report writing based on your specific requirements.

Can you liaise with my other healthcare professionals?

Absolutely. We work closely with GPs, consultants, occupational therapists, and other healthcare professionals involved in your care. We can attend multidisciplinary meetings and provide updates on your progress when appropriate.

Practical Questions

What if I need to cancel an appointment?

We require 24 hours' notice for cancellations. Less than 24 hours' notice will result in the full session fee being charged. We understand that health conditions can be unpredictable, so please call us as soon as possible if you need to change an appointment.

Are your services confidential?

Yes, we maintain strict confidentiality in accordance with professional standards and GDPR regulations. We only share information with your consent or where required by law. See our privacy policy for full details.

What if I'm not happy with my treatment?

We welcome feedback and use it to improve our services. If you have any concerns, please speak directly with your physiotherapist or contact our Company Director, Joanna Ward, on 020 3834 8471 or [email protected].

Can family members be present during treatment?

Yes, we encourage family involvement in your care where appropriate. Family members can often provide valuable support and help with your exercise programme between sessions.

What happens if my physiotherapist is ill or unavailable?

We'll do our best to arrange cover with another member of our team who's familiar with your condition. If this isn't possible, we'll reschedule your appointment at the earliest opportunity.

Do you provide emergency or urgent care?

We're not an emergency service. For medical emergencies, call 999. For urgent but non-emergency health concerns, contact your GP or call NHS 111. We can often accommodate urgent referrals within our normal service hours.

Getting Started

How quickly can you arrange an appointment?

We aim to arrange initial assessments within a few days of your call, often sooner depending on urgency and therapist availability. We understand that some conditions require prompt attention.

What if I live alone - is that a problem?

Not at all. Many of our clients live alone, and we're experienced in providing safe, appropriate care in these circumstances. We can discuss any specific concerns about access or safety during your initial consultation.

Can I choose which physiotherapist I see?

We'll match you with the most appropriate physiotherapist based on your condition and location. If you have specific preferences or concerns, please discuss these with our referral manager, and we'll do our best to accommodate them.

Ready to Start Your Recovery Journey?

Contact us by phone, or email to speak with an administrator who will arrange a call with one of our qualified physiotherapists to discuss your needs and start your care correctly. Alternatively complete our enquiry form, and we will get in touch.

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OPENING HOURS

Monday to Friday, 9:00am–5:00pm

APPOINTMENTS

LOCATION

Serving South East London & Kent