Client information and FAQs
Please click from the list below
Private Medical Insurance and Payment
We are registered with Aviva, AXA PPP, Bupa, Cigna, Healix, Simply Health, Vitality Health and WPA. For your ease and convenience we can submit your invoices directly to these insurers at no extra cost.
If you are using private medical insurance to fund your physiotherapy treatment please come to your first appointment with up-to-date information of:
Name of insurer
Details of any excess
Any limitations that you are aware of e.g. the number of treatment sessions your insurer will cover
If this information is not available you will be required to pay for your treatment as a self-paying client.
It is important to note that you can only claim for physiotherapy treatment. You cannot claim for Pilates or sports massage; missed or cancelled appointments.
Self Funding Clients and Payment
You are required to pay for your treatment at the end of each session. We accept cash and card payment.
We offer reduced rates for Holiday Inn Shepperton guests and You Fit Health Club members for physiotherapy appointments only.
Arriving at your first appointment
You'll find Physical Health located inside the Holiday Inn hotel's You Fit Health Club. This can easily be accessed from the car park, where there is plenty of free parking. Alternatively if you come in via the hotel's main reception they can point you in the right direction.
Please take a seat in the You Fit reception area and your therapist will meet you there at your appointment time.
Your first physiotherapy appointment
If you are coming for a physiotherapy appointment please bring along any referral letters, scans or reports that you may have.
Please bring t-shirts or shorts to wear if appropriate. For example, if you’ve got a problem with your knee we’ll need to see it, so shorts are great! If you need to get changed before your session you are welcome to use the You Fit Health Club changing rooms.
You can expect your first appointment to take around 45 minutes. We will ask you some questions about your problem to help us understand it in more detail and how it is affecting your day-to-day activities and hobbies.
We will then take a closer look at the joint/muscle/area of the body that is affected and probably ask you to move around a bit to see what you can manage.
After this we'll have a good idea of your diagnosis, which we will take our time to discuss with you. Then we'll come up with a treatment plan with the aim of helping to relieve your symptoms and improve your function in line with your goals.
Your first sports massage appointment
You can expect the initial ten minutes or so of your first appointment to involve some questions and answers. Your therapist will want to hear about any recent injuries, any painful areas, any sports or training commitments you have and questions about your your day-to-day activities and sports involvement.
Your massage may also involve some assisted mobilisation techniques and suggestions for how to help maintain the good work that has been done.
Your first physio-led Pilates appointment
Please complete the additional Pilates information form before coming to your first appointment.
It is a good idea to come ready to start your session in appropriate clothing as otherwise the session time will be lost with the time it takes to change. You are welcome to use the You Fit Health Club changing rooms
When you make your online booking for physio, sports massage or Pilates your details will be registered with us. If you make a booking over the phone we will take your registration details then.
After you have booked your first appointment, you will receive an email containing your appointment details. Please check them and contact us as soon as possible if anything needs to be amended.
Appointment slots are reserved for clients at the time of booking. In the event of late cancellation, 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.
Please understand we are a small business and missed appointments add up as a cost to us, therefore we adhere to our cancellation policy. Late cancellations or appointments not attended will be charged in full.
There is ramp access to the rear of the hotel and a lift to access the Health Club. Please note there are 3 steps before accessing the clinic room. If you are a wheelchair user please contact us directly before making an appointment to discuss your needs.
Feedback and Complaints Policy
Your feedback is important to us to help us shape our service for our clients. We love to hear when we've done a great job, it helps us develop our service and our business grow, however we also need to know when things go wrong. This helps us to learn from our mistakes and make improvements.
Whilst we pride ourselves on the quality of our care, support and dedication we offer our clients we appreciate there may be circumstances where you may consider we have not met your expectations. If you have a concern or complaint about any part of your journey with Physical Health please let us know as soon as possible. You can contact us in person, by phone or email. Please give as many details of the matter as you can and we will get back to you within 2 working days. We take all complaints very seriously and deal with them as promptly as we can.
Please contact Sarah Chapman on 07973 312320 or email