Physical Health
Private Services

Frequently Asked Questions

Appointment arrival

Could you please arrive 10 minutes early to complete the registration process and bring any relevant information that you think the physiotherapist may find useful e.g. x-ray results, letters from consultants, medical reports etc. Your Initial Appointment will last for up to 45 minutes and subsequent appointments up to 30 minutes, so please allow enough time for your assessment and treatment. You have the right to access your clinical notes.

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.

What do I wear?

Please wear (or bring to change in to) 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.

Do I pay?

If you are coming to us through an insurance company you will need the details of your insurance policy including claim number, excess etc. We will deal with the insurance company directly on your behalf.

If you have been referred via a solicitor or third party we will liaise with the company directly for payment.

For any other patients then yes, your appointment will incur a fee. For details of our charges please contact our team on the telephone number below.

How do I pay?

We accept cash, cheque and card payments which can be made on the day of your appointment or in advance. If you are insured you will need the details of your insurance policy including claim number, excess etc. We will deal with the insurance company directly on your behalf. If you have been referred via a solicitor or third party we will liaise with the company directly for payment.

A limited number of our clinics have no payment facilities so will require payment to be made in advance. You can do this either at the time of your booking, or any time before your appointment takes place, by phoning our head office on 020 8778 9050 (option 1).

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 email us.

Cancellations without the required notice may incur a cancellation fee.

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.

How do I get there?

The location of your appointment should be contained within the confirmation letter you have received.

Directions to all of our clinics can be found on our website.

How do I contact you?

Phone Number: 020 8778 9050 option 1

E-mail Address:


When are you open?

Monday to Thursday 8am to 8pm

Friday 8am to 4pm

Saturday 9am to 1pm

Sunday Closed

(All our clinics opening hours vary – please contact us for further information)

How is 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.

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.