> How do I book an appointment?
> How do I book an appointment using a package code?
> Can I choose with which physio I book a consultation?
> What if I don’t have access to video call technology?
> Can I get a copy of my medical notes?
> How do I change my appointment date/time?
> How do I cancel an appointment?
> Will I get a refund if I cancel an appointment?
> I don’t live in the United Kingdom. Can I still use your services?
> How does payment work for international clients?
> How much does a session cost in my own currency?
> There's a big time difference between my country and the UK. How do we deal with this when scheduling an appointment?
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 email@example.com and we'll get it sorted for you.
How do I buy 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.
Do packages have expiration dates?
Yes, all packages expire after 12 months. This means that you have up until the 365th day to use your package code. You are able to book appointments up to 3 months into the future as long as you make the booking before the 12 months are up. The furthest ahead that you can book an appointment is 3 months.
If your package code is due to expire today, you can use it to book an appointment for any time in the next 3 months.
If your package expired yesterday, you will not be able to use your package code to make more bookings.
How do I book an appointment using a package code?
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.
A page will open where you can select your physio, select the date and time for your consultation, and fill in your details.
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.
Click enter. The system will update and you will see a button that says "Complete appointment". Click the button and you will be able to finish booking your appointment without need for further payment. You will then be taken to a screen that confirms that your booking has been made.
Check your emails. You should now have received an email that contains important information about your appointment. Please check your spam folder if you can't find the email. If you still can't find it, contact us at firstname.lastname@example.org
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.
Trouble paying by card
Our payment platform is required by law to run a security check with your bank when you pay by card. Sometimes this process fails, resulting in the transaction being rejected despite your card being valid. If this happens, you can pay (using your card) by clicking on the Pay with PayPal button. You don't need a PayPal account to use this service.
Click Pay with PayPal
You will be shown 1 of 2 screens (see the pictures below) - the green arrow indicates what you should do next depending on the screen you see.
Then fill in your card details as normal. PayPal offers you the option to register an account but this is not mandatory.
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.
We use Zoom as our default app for video calls. You can request to use a different app if needed, but your physio may not be able to accommodate your request.
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 email@example.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 appointment date/time?
We have a 24 hour change/cancellation policy.
There's a button in the confirmation email that we sent when you made your booking. You can change any appointment by clicking on that link as long as it is more than 24 hours before the start of the appointment.
You can change an appointment without penalty as long as you do it at least 24 hours before the appointment 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 appointment within 24 hours before its start time. You'll have to email us at firstname.lastname@example.org or send us a message through our contact form to do this. You may incur a penalty if you change an appointment within 24 hours before its start time.
How do I cancel an appointment?
You can cancel an appointment 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 email@example.com if you want help with cancelling an appointment.
We have a 24 hour change/cancellation policy. You may not receive a refund if you cancel an appointment within 24 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 an appointment?
If for any reason your delivered Online Physiotherapy Service does not conform to the UK Consumer Rights Act 2015, we will be happy to issue a credit or refund.
More than 24 hours before your appointment starts
You can cancel appointments without penalty as long as you do it at least 24 hours before the appointment is due to start. You will find the link to cancel an appointment in the confirmation email that was sent to you when you booked the appointment. 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 24 hours before your appointment starts
You will not receive a refund if you cancel an appointment within 24 hours of its start time. You'll have to email us at firstname.lastname@example.org or send us a message through our contact form to do this.
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.
Can I get a package refunded?
Package refunds when the package has not yet expired
You will be eligible for a full refund of the package amount if you’ve not booked any appointments, not cancelled any booked appointments within 24 hours of their start time, or not missed any booked appointments. Find more information about cancellations and missed appointments under the relevant headings on this page.
If you’ve used some of the package appointments, but would like the remaining appointments refunded, you will lose the discount benefit that the package offers. The full price of a regular appointment will be deducted (as many as are applicable, including for missed and late cancellation appointments) and the remaining balance will be refunded.
Package refunds - After expiration date
You will not receive a refund if your package is past its expiration date.
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.
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.
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.