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Your aches and pains are our priority
Call: 01530 588557

Covid-19 FAQ's

Please note the following information relates to procedures put in place during the Covid-19 Pandemic and may differ significantly from our normal routines.

  • What safety measures are in place?

    • Hand sanitising products for staff and patients
    • Screen in reception
    • Reduced seating so only one person is permitted in the waiting areas
    • Conversion of one treatment area to provide a second waiting area
    • Staggered appointments so that only one person at a time should be in the reception area.
    • Contactless payments
    • Enhanced cleaning and disinfecting routines.
  • How often do you disinfect the areas?

    • All equipment in the treatment rooms is cleaned and disinfected between each appointment.
    • Therapists wash their hands and change their PPE between each appointment.
    • The waiting areas, stairs and reception are cleaned before opening, at lunch time and before closing.
  • What PPE are the therapists using?

    • Face masks and shields
    • Disposable aprons
    • Disposable gloves where possible
  • Do I need PPE?

    • We have taken steps to put safety measures in place, but if you wish to bring your own face mask and wear it during your treatment, you are perfectly at liberty to do so.
  • Can I wear my usual clothes?

    • Yes, wear whatever is comfortable and allows the therapist to access the affected area.
    • If your outer wear is likely to be contaminated in any way, it should not be worn in the clinic.
  • Have your charges gone up?

    • Our charges are exactly the same as they were before lockdown and within the contactless limits.
  • Can I pay by cheque or cash?

    • To help to protect our reception team, we ask you to pay with a contactless debit or credit card.
    • If this is a problem, please let us know when booking your appointment.
  • Does my insurance still cover the cost of treatment

    • In almost all cases the answer is yes! but you are advised to check with your insurer.
  • Can I have a remote physiotherapy session?

    • Yes, you can.  In certain circumstances, this may, in fact, be the course of action recommended by the physiotherapist.  If you have any worries about visiting the clinic, or there are any risks that concern the physiotherapist, remote sessions are a very good option.
  • Can I have the face to face treatment I had in the past?

    • Your therapist will assess your condition as usual, and if a continuation of the same treatment is appropriate, it will continue as before.
  • How do I book an appointment?

    • Contact us during clinic opening hours by telephone or outside hours by e-mail.
    • Before we can make an appointment, a therapist has to carry out an assessment of your condition.  We will call you back to arrange for this to happen.
    • Once you have completed the assessment with the therapist, we can book you in as normal.
  • What are your hours?

    • Currently 9am to 5pm, Monday to Friday, but we are assessing the situation regularly and will increase our hours until we are able to return to our full normal times.
  • I’ve been coming for regular physiotherapy treatment for years - do I still need a video assessment?

    • If you have the same condition, and we have seen you in the last 6 months, a therapist will carry out a triage procedure by telephone.
    • If you are suffering from a new condition, you will also need to go through a triage process to determine the clinical need to see you for Face to Face physiotherapy.
  • I’ve never had any physiotherapy before, will it help me?

    • A physiotherapist will be able to give you a definitive answer after an initial video assessment of your condition.
  • I’ve never been to ProPhysio before, can I make an appointment?

    • We would be pleased to help you.
  • Can I arrive early?

  • In order to keep the number of people in the waiting areas to a minimum, and to observe social distancing measures, we ask that you do not arrive more than a couple of minutes before your appointment.
  • Can I have a longer appointment than half an hour?

    • We have staggered our hours to prevent queuing at our reception desk.  For the time being, all appointments will be half an hour long. 
  • Will I see my usual therapist?

    • You may be contacted by another therapist to carry out the triage call, but after that you will see your usual therapist.
  • Can my husband/wife/partner bring me to the clinic?

    • If you need help in getting to the clinic, ask the driver to drop you at the door and then to wait in the car until your appointment is over and you need them to collect you.
  • My child needs physio - can I come in and stay with them during treatment?

    • Yes, the need for children under 16 to be accompanied by an adult during treatment has not changed.  You should remain with them in the treatment room
  • I need my carer to help me, can they come into the treatment room?

    • This is a very different situation and your carer can be with you, provided they observe our enhanced hygiene procedures and social distancing measures.
  • I use a wheelchair - can I still come in for treatment?

    • Yes, but please tell us in advance so that we can ensure there is space for you.
  • Can I bring my children with me?

    • As we are operating an enhanced hygiene regime at present, we would ask you not to bring your children with you for your treatment.
    • There is no waiting area suitable for children at present.
  • I’m a keyworker on call and may need to cancel as short notice, will I be charged?

    • We understand your problems and will be as sympathetic as we can.  Please give as much notice as you can

Happy Customers


Excellent service. Appointments available at short notice therefore providing prompt treatmentquote_close

Heather Baker