Physical Health
NHS Services

Frequently Asked Questions

Here are some of the questions we’re often asked by people about their  NHS appointment.

If the answer you’re looking for isn’t here then please don’t hesitate to contact us.

General Information

Please arrive in good time before your appointment to change into some suitable clothing if needed. Please bring any relevant information that you think the physiotherapist may find useful e.g. x-ray results, letters from consultants, medical reports etc. Your appointments will last up to 30 minutes so please allow enough time for your assessment and treatment.

What should I expect to happen at the assessment?

The physiotherapist will take a detailed history and then do an examination using a number of recognised tests to try to establish the nature of your problem. They will then begin treatment with you or advise you on the best course of action. This will often include a series of exercises and other self-management advice to help you recover. It is important that you follow this advice because our experience tells us that the patients who follow their plans generally respond better to treatment.

What do I wear?

Please wear (or bring to change into) suitable clothing that allows the physiotherapist to effectively examine your injury (the body part to be treated needs to be accessible). Shorts, vest top or other similar attire generally work well in the clinics.

Do I pay?

No. The treatment you receive is via the NHS so no payment is required from you.

What if I need to cancel?

Please call 020 8778 9050 as soon as you know you will be unable to attend an appointment, so that it may be given to other patients. Cancellations must be made at least 24 hours’ prior to the appointment. Should you wish to cancel over the weekend or out of hours, please leave a message on our answering machine. All appointments are required to be rebooked within 1 week to avoid being discharged back to your GP.

Our cancellation policy is intended to avoid unnecessary loss of appointments, which can lead to increased waiting times:

  • If you fail to attend your appointment or cancel with less than 24 hours’ notice more than once you will be discharged back to your GP.
  • Frequently cancelling your appointments with more than 24 hours’ notice will also lead to being discharged back to your GP.
  • If your last appointment was over 12 weeks ago or more, we may ask you for a new referral. This is because your injury may have changed in that time and we will need to re-assess you and create a new treatment plan for you.

We understand it can sometimes be unavoidable to cancel your appointment and these circumstances will always be considered if you inform us that you are unable to attend. The aim of our policy is to ensure our waiting times are kept to a minimum to benefit all of our patients.

 

What if I am running late?

To ensure you are given sufficient time in your appointment for your treatment, if you arrive more than 10 minutes late you may be asked to rebook your appointment.

 

What if I have additional requirements?

If you have any special requirements please notify our team at the time of booking. If you have already booked your appointment then please call our team on the number below in advance of your appointment. If you require a chaperone please inform us in advance so that we can arrange this for you.

How do I get there?

The location of your appointment should be contained within the confirmation you have received. Directions to all our clinics can be found on our website.

How do I contact you?

Phone number: 020 8778 9050

Email address:  mskcustomerservice@vhg.co.uk

When are you open?

Monday to Thursday 8am to 8pm

Friday 8am to 4pm

Our clinic opening hours vary, so please contact us or visit our website for further information.

Consent to manage your appointments

We can only discuss your appointments with you, this includes cancelling appointments. If you are happy for someone else to manage your appointments on your behalf, then please notify either our reception team on the day of your appointment or our customer service team on the number above.

How is my information stored?

Vita Health Group work together with health professionals such as your GP or Consultant. This can include sharing information about you to make sure the care you are given is the best, is right for you and meets your needs. You are able to opt out of us sharing your information. The Government has emphasised the importance of security and confidentiality in relation to personal information and has strengthened the legislation and guidance in this area, in particular through the Data Protection Act 1998. More information on how we manage your information is available here.

Safeguarding Statement

Vita Health Group is committed to safeguarding all vulnerable patients who access our services. We work together with our partner organisations to safeguard vulnerable adults and children from all forms of abuse, neglect and exploitation. In line with Care Quality Commission (CQC), Fundamental Standards 2015, people who use services will be protected from abuse, or the risk of abuse, and their human rights respected and upheld.

If you would like a Chaperone during your treatment, please notify a member of staff when booking the appointment.

Consent to treatment

Your clinician will explain in detail so that you understand the assessment, examination and treatment intervention(s) advised for you in your session.  This is so that you can make an informed decision about what happens to you and your body in your physiotherapy treatment plan.  You can choose to consent or decline a treatment if you so wish.  Please discuss openly any questions with your clinician.  We have a number of additional consent policy documents available for you to read and download.  You may be asked to sign these if appropriate for your appointment.