Frequently asked questions
Do I need a referral?
No, unless you’re using a health insurance policy, you don’t need a referral, you can just book in online or call us to book an appointment. If your using health insurance however you will usually have to call your insurer and get the treatment approved (they will usually give you an authorisation number).
How do I book an appointment?
You can book in online (just click the “book now” button on this page or you can call us.
Do you offer same-day or urgent appointments?
Yes, we are usually able to accommodate same day appointments and we try and keep a couple of appointments free for emergency appointments across our clinics. We will always do our best to accommodate you.
What should I wear to my appointment?
Your therapist will need to examine and assess the area of your injury, so it’s best to wear loose, comfortable clothing that allows easy movement and access to the affected area.
If you’d prefer not to get undressed, choose clothing that doesn’t restrict your movement – for example:
- A loose-fitting shirt or top that can be rolled up to expose your back or shoulders
- Trousers or shorts that can be rolled up above your knees
- Comfortable shoes that are easy to take on and off
The key is to make sure your therapist can clearly access the area being treated – whether that’s your back, shoulders, hips, or knees – while ensuring you feel comfortable throughout your session.
How long are appointments?
Your first appointment will include a full assessment, discussion of your treatment plan, and your first treatment session. This typically lasts 45–60 minutes.
Follow-up appointments usually last 30 minutes.
The exception is Shockwave Therapy, where the initial assessment is 30 minutes, and follow-up sessions are 15 minutes. The shockwave application itself usually takes around 5 minutes, depending on the area being treated, with the remaining time used for setup, review, and aftercare advice.
Do you accept insurance?
Yes we are registered with all the major health insurance insurance companies.
How do I use my health insurance with you?
If you’re covered by AXA or Bupa, you’ll need to contact your insurer before booking to request an authorisation code and have a set number of sessions approved. Please provide us with your membership number and authorisation code when booking – otherwise, you’ll need to pay for your sessions directly.
For all other insurance companies, we ask that you pay us directly, and we’ll issue detailed invoices so you can reclaim your fees from your insurer.
Please note: if we are invoicing your treatment directly to your insurer and your policy includes an excess, this amount will be payable to us. We’ll contact you directly if this applies.
How do I know if I’m seeing the right person for my issue?
We have a large multidisciplinary team and we will try and book you in with the right person for your issues. If you’re unsure on who to book in with us please WhatsApp us (see button on the page) or call and we will ensure you’re seen by the most appropriate person for your issue. We’re a collaborative bunch and often pass on patients to a colleague if we think they are in a better position to help. If we can’t help however, we’ll be honest and let you know. We work closely with several local consultants and can refer you on to someone who can.