FAQs

Please feel free to contact us if you don't find the answer to your question.

 

How do I book an appointment?

 

All appointments are booked online via our Price & Bookings page. At the top of that page you will see a quick overview of the different appointment types as well as the discount packages. You can read more about the appointments or packages by clicking the "read more" buttons or by simply scrolling down the page.

 

Booking an appointment

If you click the "Book Now" button for one of the consultation types, it will take you to a page where you can view all the physios' diaries to see whose times suit you best. You can then pick a physio, a date and time, fill in your personal details and pay for your appointment using a debit or credit card.

You will then receive a booking confirmation email that contains the contact details of your physio as well as a Zoom link that you should use for your call. Please check your spam folder if you don't receive a confirmation email. If you can't find it there, email us at contact@treatmyachilles.com and we'll get it sorted for you.

How do I buy and book a package?

1. Go to the Price & Bookings page.

2. Scroll down to view the packages. Click on the "Buy Package" button of the package you want to buy.

3. A page will open where you can enter your details and make payment.

4. Check your emails. You should now have received an email that contains your unique package code.

5. Go back to the Price & Bookings page and click on the "Book Now" button of the type of appointment (Initial or Follow-Up) that you want to book.

6. A page will open where you can select your physio, select the date and time for your consultation, and fill in your details.

7. At the bottom of the page, just above the payment buttons, there is a button that says "Redeem Coupon or Package". Click on that and enter the unique package code that you received via email into the box that opens.

8. Click enter. You will then be taken to a screen that confirms that your booking has been made.

9. Check your emails. You should now have received an email that contains important information about your booking. Please check your spam folder if you can't find the email. If you still can't find it, contact us at contact@treatmyachilles.com

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Can I choose with which physio I book a consultation?

 

Yes, you can. During the booking process you will be able to choose the physio you want to work with.

How much does it cost?

 

You can find the different consultation and discount package prices on our Price & Bookings page.

How does payment work?

 

Payment is done when you book your appointment. You can pay with a Visa or Mastercard debit or credit card.

What if I don’t have access to video call technology?

 

We’re very sorry but we cannot deliver this service without video technology. We aim to only provide quality care and feel that this can’t be done if we can’t see you move.

 

Video call technology used by us include Skype, Zoom, Google Hangouts and WhatsApp but we are happy to accommodate you should you prefer a different application.

Can I get a copy of my medical notes?

 

Yes, you can request a copy of any of your clinical records that we have on file. All you have to do ask for it via our contact page or email us at contact@treatmyachilles.com. We will have to confirm your identity by asking you a few security questions before we can send the information. Please note that we will only provide electronic copies of your records.

I don’t live in the United Kingdom. Can I still use your services?

 

Yes, you can! We have patients from all over the world, even though we are registered in the UK.

How does payment work for international clients?

 

Payment is done via Visa or Mastercard when you book your appointment. Your bank will automatically convert your currency to British pound sterling, which is the currency we work in. You can use a currency converter to get a rough idea of what our prices are in your own currency.​

How much does a session cost in my own currency?

 

Our prices are shown in British pound sterling, which is the currency we work in. You can use this currency converter to get a rough idea of what our prices are in your own currency.​

There's a big time difference between my country and the UK. How do we deal with this when scheduling an appointment?

 

We have a smart booking system. It automatically converts our available times to your time zone but please check the am/pm setting carefully - because we are in the UK some of the times may be in the middle of the night for you and we have had international patients book 1am thinking it is 1pm!

 

If you click on the "Book Now" button on this page it will take you to a page where you can view all the physios' diaries and see what times they have available.

How do I change my booking date/time?

 

We have a 12 hour change/cancellation policy.

There's a button in the confirmation email that we sent when you made your booking. You can change any booking by clicking on that link as long as it is more than 12 hours before the start of the appointment.

You can change a booking without penalty as long as you do it at least 12 hours before the booking is due to start. Let us know if you have any trouble finding it.

The button won’t work if you want to change the booking within 12 hours before its start time. You'll have to email us at contact@treatmyachilles.com or send us a message through our contact form to do this. You may incur a penalty if you change a booking within 12 hours before its start time.

How do I cancel a booking?

 

You can cancel a booking by using the button/link that was sent in the confirmation email when you made the original booking. You’re also welcome to email us direct at contact@treatmyachilles.com if you want help with cancelling a booking or treatment package.

 

We have a 12 hour change/cancellation policy. You may not receive a refund if you cancel a booking within 12 hours of its start time. You can read our full cancellation policy here.

 

You will not be refunded for missed appointments.

Will I get a refund if I cancel a treatment package or booking?

 

If for any reason your delivered Online Physiotherapy Service does not conform to the UK Sale of Goods Act of 1979 as amended, we will be happy to issue a credit or refund.

 

More than 12 hours before your booking starts

You can cancel a booking without penalty as long as you do it at least 12 hours before the booking is due to start. You will find the link to cancel a booking in the confirmation email that was sent to you when you made the booking. Let us know if you have any trouble finding it.

 

Your refund will be issued by the end of the next business day and a confirmation email will be sent to the email address linked to your account. Please note that payment platforms (like PayPal or Square) can take up to 10 working days to process a refund.

 

Less than 12 hours before your booking starts

You will not receive a refund if you cancel a booking within 12 hours of its start time. You'll have to email us at contact@treatmyachilles.com or send us a message through our contact form to do this.

 

Treatment Packages

You can cancel a treatment package at any point. Your refund will be calculated on a pro-rata basis. Any consultations that have already occurred or that were due to occur within the next 12 hours will be deducted and you will be refunded the remainder of the fee. Please email us at contact@treatmyachilles.com or send a message through our contact form if you would like to cancel a treatment package. The timestamp on your email will be used to calculate your refund. If you have any queries about this process, please feel free to contact us.

 

Missed appointments

You will not be refunded for missed appointments. It is your responsibility to check the booking confirmation email that you receive to ensure that the appointment time is correct.

How can you diagnose my injury without touching me?

 

In a recent attempt to find the best test to diagnose Achilles tendinosis, researchers made a very interesting discovery. They compared several of the most commonly used clinical tests and found that the best way to know whether a patient has Achilles tendinosis is when the patient tells you that they have a swollen lump in their Achilles tendon that hurts when they squeeze it. It's as simple as that.

 

But we don’t just settle for what you tell us. During our video session we take a very thorough history of how your pain/injury developed and then we get you to perform a full battery of various movements and tests. This allows us to check if 1. it is definitely Achilles tendinosis or tendonitis and 2. if there are any other factors that may be contributing to your injury. You can read more about how we work here.

How can you treat me without touching me?

 

The most effective treatment for Achilles tendon pain is a combination of relative rest and a carefully graded strength training and load management programme. Massage, dry needling and Laser therapy are all nice to have and can make you feel better for a while but don't actually fix your injury. The only way to improve your tendon’s capacity so that it can get back to full strength is by doing the right type and amount of exercise.

So, we don’t have to touch you! We are experts in working out load management programmes for Achilles tendons that allow the injury to recover while our patients stay fit and active.

I have tried exercises before, but it did not work. Why will your treatment plan work?

 

There are plenty of reasons why an exercise programme for Achilles tendinosis or tendinopathy may not work, but the two main ones are:

 

1. The exercises were not at the right level for you. No two people’s Achilles injuries are ever exactly the same and that’s why every person requires a bespoke programme that is pitched at the right intensity for them. If the exercises are too easy, you’ll see no change. If they are too hard or aggressive, your tendon pain will increase. That’s why we don’t use cut and paste programmes for our patients and we monitor their progress to ensure that we immediately adjust a programme if it’s needed.

 

2. There were other things in your daily routine that was still over-loading and aggravating your tendon. When you work out a treatment plan for Achilles tendinosis, you have to look at the total workload that the Achilles has to cope with during the day. That includes your exercises, but also any other activity that puts strain on the Achilles tendon e.g. walking, running, jumping etc. That’s why we spend a lot of time during our first consultations to get to know you, your habits and your exercise goals. This not only allows us to make recommendations about how you can adapt other aspects of your life to allow your recovery but also to factor in these aspects when we create your treatment plan.

Can you guarantee that you can fix my Achilles?

 

No, unfortunately nothing in medicine can ever be guaranteed, neither with face to face nor with online consultations. What we can guarantee is that we use the most up to date and research-based approach when we compile your treatment plan.

Can I print my exercises?

 

Yes, you can. It works better to print it from a computer or laptop than from a mobile phone.

1. Open your programme in the usual way. You'll notice a little printer icon in the top left corner, next to the name of the programme. Click on it.

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2. A dialogue box will open. Ignore the first two setting in the box. In the last option, scroll down to pick one of the printing layouts. You can choose how many exercises you want on a page, whether you want them with their instructions, what size print your require, or perhaps you just want a tracking sheet with pictures where your can tick them off as you do them. In the example below, I've chosen to print a tracking sheet.

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3. Click "Print" once you've selected your option and the view below should open. Click "Print" again at the top of the screen to complete the action.

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