Patient information

Please read the information below before your appointment with your therapist. This information is designed to answer many of the questions you may have about your initial and subsequent appointments.

How to prepare for appointments:

Therapy sessions will normally consist of some form of structured exercise prescription. Therefore, it is important that you arrive fully hydrated and have eaten before attendance. If you feel unwell before or during your appointment it is important that you highlight this to your therapist as soon as possible. However, if you are “very” unwell then please cancel your appointment and reschedule for another day.

What to bring with you

For lower body problems, please bring a pair of shorts with you to get changed into, for shoulder/back problems a vest top with narrow straps is useful. Please be prepared to expose areas of your body for which you are seeing your therapist, for example if your shoulder needs to be assessed then your therapist will need to see it to conduct an examination. If you are seeing your therapist for a foot or running related problem, bring your footwear to the consultation. It is advisable to bring both your sports shoes and everyday/work shoes so that your therapist can assess if they are contributing to your problems. For all appointments, please bring any scans with you if they were not taken in a HCA facility. Also, please bring any reports or letters from previous consultations to your appointment. We also require your GP’s details (name and address) and any other medical practitioner/referrer who needs to be kept up to date with your progress, if you haven’t already provided us with this information.

Payments & Insurers

Our hospital and outpatients and diagnostics centre is recognised by all major health insurers. We are able to bill directly to all major insurers. However, it is important that you contact your insurer before you begin treatment to ensure you have sufficient benefits available. In the event that this limit is exceeded then you will become responsible for any shortfall. For other third party sponsors a Letter of Guarantee must be presented prior to treatment. For those who elect to self-fund, payment must be made on the day of the appointment. If you have any funding queries in advance of your appointment please contact the Business Office Helpline on 020 7234 2996 and select option 1. It is important to note that you can only claim for physiotherapy, occupational therapy and hand therapy sessions. You cannot claim for:

  • Missed appointments or cancellations.
  • Therapeutic equipment which includes any physiotherapy aides taken off- site

Cancellation Policy

We operate a 24hr cancellation policy. If you need to change your appointment please contact reception, any cancellations under the given time frames or non-attendance will be charged a cancellation fee. Please note that you cannot claim for cancellations or missed appointments from your insurance provider. When the clinics are closed, an answering machine is available to leave messages and we will get back to you as soon as possible regarding enquiries, bookings and cancellations. Also, you are able to send an email to our reception team in the event of needing to cancel an appointment at : lbh.physiotherapy@hcahealthcare.co.uk

Please also note, reminder emails are sent routinely for your initial assessment but any ongoing emails are as a courtesy. It is your responsibility to ensure that you keep a record of all your future appointments. Please read the information below before your appointment with your therapist. This information is designed to answer many of the questions you may have about your initial and subsequent appointments. However, if you are “very” unwell then please cancel your appointment and reschedule for another day. 

In the event that this limit is exceeded then you will become responsible for any shortfall. For other third party sponsors a Letter of Guarantee must be presented prior to treatment. For those who elect to self-fund, payment must be made on the day of the appointment. If you have any funding queries in advance of your appointment please contact the Business Office Helpline on 020 7234 2996 and select option 1 It is important to note that you can only claim for physiotherapy, occupational therapy and hand therapy sessions. You cannot claim for: Missed appointments or cancellations, Therapeutic equipment which includes any physiotherapy aides taken off- site.