Client Information & FAQs
Client Information & FAQs
We're committed to making your experience with Physical Health as smooth and straightforward as possible. Below you'll find everything you need to know before your appointment.
Private Medical Insurance
We are recognised by many of the UK's leading private medical insurance providers and, where possible, we can submit invoices directly to your insurer on your behalf.
Please note: We no longer invoice Vitality directly. If your treatment is funded through Vitality, payment will be required at the time of booking and you can claim reimbursement directly from your insurer using the receipt we provide.
Before your first appointment, please have the following information available:
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Insurance provider
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Membership or policy number
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Authorisation code
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Details of any policy excess
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Any treatment limits or restrictions (for example, the number of sessions authorised)
If these details are unavailable, appointments will be treated as self-funded until the necessary information has been provided.
Please note: Private medical insurance generally covers physiotherapy appointments only and does not cover Pilates or sports massage.
Self-Funding & Payment
Payment is required at the time of booking to secure your appointment.
Appointments can be paid securely online using our booking system or via the payment methods offered during the booking process.
This allows us to reserve dedicated appointment time for every client while helping us minimise missed appointments.
We also offer reduced physiotherapy rates for Holiday Inn Shepperton guests and You Fit Health Club members.
Arriving for Your Appointment
Shepperton Clinic
Our Shepperton clinic is located within the Holiday Inn Leisure Club.
Please enter through the hotel reception and follow signs to the Health Club.
Your physiotherapist will meet you in the leisure club reception area at your appointment time.
Woking Clinic
If attending our Woking clinic, full directions and parking information will be included in your appointment confirmation email.
Your First Physiotherapy Appointment
Your initial appointment lasts approximately 45 minutes.
Please bring along any relevant:
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Referral letters
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MRI, X-ray or scan reports
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Medical correspondence
Wear comfortable clothing that allows the area being assessed to be examined. For example, if you're attending with a knee injury, shorts are recommended.
During your appointment your physiotherapist will:
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Discuss your symptoms and medical history
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Assess movement, strength and function
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Explain your diagnosis
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Develop a personalised treatment plan
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Begin treatment where appropriate
Our goal is to help you understand your condition and provide a clear pathway towards recovery.
Your Mummy MOT Appointment
Your Mummy MOT appointment lasts approximately 60 minutes.
Please wear comfortable clothing suitable for movement.
During your assessment your Pelvic Health Physiotherapist will:
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Assess abdominal muscle function
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Check for abdominal separation (Diastasis Recti)
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Assess pelvic floor function
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Discuss any symptoms following pregnancy or childbirth
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Develop a bespoke postnatal recovery programme
Your programme will include personalised exercises designed to improve pelvic floor function, posture, strength and confidence returning to everyday activity.
Your First Sports Massage Appointment
Your first appointment begins with a detailed discussion about:
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Current symptoms
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Recent injuries
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Training schedule
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Sporting activities
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Lifestyle
Your therapist will then carry out treatment which may include:
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Sports massage
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Soft tissue techniques
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Assisted stretching
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Joint mobilisation
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Recovery advice
You'll also receive guidance on exercises and self-management to help maintain the benefits of treatment.
Your First Physio-led Pilates Appointment
Before your first session, please complete the Pilates health questionnaire sent to you.
We recommend arriving in comfortable exercise clothing, ready to begin your session immediately.
Changing facilities are available if required.
Client Registration
When booking online, your details will automatically be registered securely within our clinical management system.
If booking by telephone, we will collect your details during the booking process.
Once your booking has been confirmed, you'll receive an email containing:
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Appointment details
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Clinic location
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Confirmation of payment
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Any forms that need completing before your visit
Please check these details carefully and contact us if anything requires updating.
Cancellation Policy
We understand that plans sometimes change.
Appointments are reserved exclusively for you and payment is taken at the time of booking to secure your appointment.
If you need to cancel or rearrange your appointment, we require a minimum of 48 hours' notice.
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Cancellations made with more than 48 hours' notice will receive a full refund or the option to transfer payment to another appointment.
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Cancellations made within 48 hours of your appointment are non-refundable.
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Missed appointments or failure to attend without notice will be charged in full.
This policy allows us the opportunity to offer cancelled appointments to other patients who may be waiting for treatment.
Accessibility
Shepperton
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Free parking
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Step-free access to the hotel
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Lift access to the Health Club
Please note there are three steps leading into one of our clinic rooms.
If you are a wheelchair user or have specific accessibility requirements, please contact us before booking so we can discuss the most suitable appointment location.
Feedback & Complaints
We are committed to providing exceptional care and continually improving our service.
We welcome all feedback, whether you've had an excellent experience or feel there is something we could have done better.
If you have any concerns or wish to make a complaint, please contact us as soon as possible.
We aim to acknowledge all complaints within 2 working days and investigate them promptly, fairly and professionally.
Contact:
Matt Saayman
📞 01932 645320