Frequently Asked Questions

I’m not sure what service I need. Can I speak to someone before booking?

Absolutely, it’s difficult to know which service might be right for you or if it’s something you should be seeing your GP for perhaps.  If you’re not sure, then please call your nearest clinic and ask to speak to one of the Physios so they can talk to you about your issue and what might be best to get you fixed most quickly.

How do I book an appointment?

  • You can call one of the clinics. All the clinics have access to all the diaries so it doesn’t really matter which one you call, but most people obviously choose to call their nearest clinic.
  • You can book online by clicking one of the “Book now” buttons
  • You can e-mail your nearest clinic
  • You can come into the clinic and make an appointment in person
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Do I need to do or bring anything special to my first appointment?

If you’ve not been to the clinic before, or it’s been more than 6 months since your last visit, there will be some paperwork to complete before your appointment.  Therefore we ask you to try to arrive 5-10 minutes early for this session.

If you have seen a Consultant, it would be really useful if you could bring any letters from them that you have, and if you’ve had any scans or x-rays, it will help your clinician, if you can bring the reports of these with you.

If you take a lot of medications, then it helps if you can bring a list of these.

What should I wear?

Basically, your clinician will need to see the area that you have the problem, therefore clothing that allows this is ideal.  For example, if you’re coming for neck pain, then a vest top would be ideal for women.  Shorts are always best if you have any leg problems.

If your Therapist has to ask you to remove any clothing, this will be kept to the minimum absolutely necessary, and privacy will be given and towel or gown provided.

What happens during the initial assessment?

I'm paying for my own treatment, when do I pay?

If you are paying for your treatment yourself (i.e. you don’t have private medical insurance) then we require payment on the day of your appointment.

Can I use my Private Medical insurance policy for treatment?

True Physio are registered with all the major Private Medical Insurance companies.  Always speak to your insurance company first to make sure that the type of treatment you require is covered by your policy. If you’re not sure which treatment is best for you, then please call us to discuss it with one of our Therapists.

If you would like us to bill your insurer please make sure that you have the following information to give to our receptionist when you come for your first appointment:

  • Name of Insurer
  • Membership/Policy Number
  • Details of any Excess
  • Treatment Limitations (many insurers limit the number of treatment sessions they will pay for)
  • Authorisation Code

We will make every effort to ensure that your account is processed by your insurer however, it is your responsibility to ensure that the claim meets all the necessary criteria set down in your policy document.

If your insurance company does not settle your claim within 60 days of your appointment or there is a shortfall, then the liability falls to the patient to settle the account directly. We reserve the right to charge you and take payment for all unsettled appointments at our standard self-funding rate.

What happens if Ineed to cancel an appointment

Please contact the clinic that you’re booked in at as soon as you become aware that you won’t be able to make an appointment.

Appointment slots are reserved for clients. In the event of a cancellation at short notice, 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.

We understand that things come up and sometimes it’s not possible to give 24 hours notice, but late cancellations or appointments not attended may be charged in full.

Can I bring someone else to the appointment or have a chaperone?

You can bring anyone you want with you to come to your appointment (please a maximum of two people otherwise the treatment room gets very crowded!)

Should you require a chaperone, please inform the receptionist booking your appointment prior to your appointment.

Do your clinics have disabled access?

All our clinics have disabled access but if you use a wheelchair or have any special access requirements, please let us know when you book your appointment to ensure appropriate access is in place.

How do I make a complaint?

If for any reason you are unhappy with the service you have received, please do not hesitate to inform the staff at the time of your appointment.  If you do not feel comfortable doing this, then please email us at One of our managers will get back to you within 2 working days. If you are not satisfied with the response, your complaint with be escalated to our board of directors who will respond within 5 working days.

We take all complaints very seriously.  We want to give all our clients brilliant treatment, and so if we fall short of that, then please let us know. That way we can learn from it and improve the service.