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What do I do if I’m running late?
- If you think you will be late for your appointment, please call our team on 0208 778 9050 (option 1).
- If you are likely to be more than 10 minutes late, you may need to rebook your appointment as there may not be enough time to conduct a safe assessment/review.
- In order to keep our appointments running on time, if you are late to an appointment you will only be seen for the reminder of your scheduled time.
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How do I get there?
The location of your appointment should be contained within the confirmation email you have received. Directions to all of our clinics can be found on our website here https://www.vitahealthgroup.co.uk/private-services/private-physical-health/
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Do I pay?
If you are coming to us through an insurance company you will need to provide the following policy details at the time of booking:
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- Policy number / membership number
- Authorisation code
- What your policy excess is
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We will deal with the insurance company directly on your behalf.
For any other patients then yes, your appointment will incur a fee, which will be taken at the time of booking. For details of our charges please contact our team on 0208 778 9050.
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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 it may be offered 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 answer machine or contact us here https://www.vitahealthgroup.co.uk/private-services/private-physical-health/
Cancellations without the required notice may incur a cancellation fee.
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How do I contact you?
For Crystal Palace, Orpington, Mottinghan and Croydon clinics please click https://www.vitahealthgroup.co.uk/private-services/private-physical-health/ or call us on 0208 778 9050 (option 1). Lines open – 8am to 6pm Monday to Thursday. 8am to 4pm Fridays.
Wimbledon clinic – click https://www.vitahealthgroup.co.uk/private-services/private-physical-health/ or call us on 0208 947 2053, lines open – 7am to 8pm Monday to Friday.
Canary Wharf – click https://www.vitahealthgroup.co.uk/private-services/private-physical-health/ or call us on 0207 093 3499, lines open – 8am to 7pm Monday to Friday.
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Seeking immediate or urgent advice/ treatment?
We are a Primary Care Musculoskeletal Outpatients Service and are therefore not equipped to deal with emergency/ urgent medical care.
If you are experiencing significant Musculoskeletal pain, please contact your GP to discuss options for pain relief. Our Physiotherapists cannot provide prescriptions for medication.
If you need urgent medical help, use the regular NHS 111 online service.
The 111 online service asks questions about your symptoms to help you get the help you need.
Call 111 if you need urgent help for a child under 5 or cannot get help online.
For life-threatening emergencies, call 999 for an ambulance.
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When are you open?
Our clinic opening times vary, please contact us for information
Across our clinics we have appointments available from 7am to 8pm Monday to Friday.
Saturdays, Sundays and Bank Holidays we are closed.
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What if I have additional requirements?
If you have any special requirements please notify our team at the time of booking. If you require a chaperone, please inform us, as this will need to be arranged for you.
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What do I wear?
Please wear 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 clinic.
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How do I pay?
We can only accept card payments. Payment will be taken at the time of booking to confirm your appointment.
If you are coming to us through an insurance company you will need to provide the following policy details at the time of booking:
- Policy number / membership number
- Authorisation code
- What your policy excess is
We will deal with the insurance company directly on your behalf.
For any other patients then yes, your appointment will incur a fee, which will be taken at the time of booking. For details of our charges please contact our team on 0208 778 9050.
Payment is required at the time of booking. A limited number of our clinics do not have on site payment facilities. So our team will follow up with you in advance of your appointment to take payment.
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How my information is 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. You have the rights to access your clinical notes.
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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 or 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. Read more about our Consent to Treatment policies below.
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Appointment arrival
- We recommend arriving at least 5 minutes before your appointment time to check in for your appointment.
- For most of our clinics please check in with reception upon arrival. Exceptions noted below.
- Orpington – We are operating a self-check-in service at our Orpington clinic. Upon arrival, please check in using the I-Pad and take a seat in the waiting area. Your clinician will collect you from the waiting area at your appointment time.
- Croydon – Our Croydon clinic is set within the West Valley Hospital situated in the Interchange Building. To access the clinic, you will need to pass through building security (please allow an additional 10 munities to do this). Upon arrival, please check in at the building reception who will grant you access to the clinic.
- Your Initial Appointment will last for 30-45 minutes and subsequent appointments up to 30 minutes, so please arrive on time to allow enough time for your assessment and treatment.
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Consent To Treatment
Your therapist will explain to you on your first session the process of therapy and the treatment protocol you have been triaged for. The therapist will discuss confidentiality, our discharge and attendance policy and there will be time for you to voice any questions regarding these. You can choose to consent or decline a treatment if you so wish.
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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 to bring a supportive person to your initial session, please inform administration of this in advance of your appointment.
Make an enquiry
If you would like to discuss treatment or make an appointment please complete the form and we will contact you.
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