At Midland Physiotherapy, we observe a comprehensive ‘Patient Journey’ approach ensuring all our patients feel welcomed and respected. When you arrive, you will be warmly greeted by a member of the reception team. They will ask you to complete a patient registration form (which includes you providing consent for us to treat you) and inform you of our attendance and cancellation policies. Therefore, its recommended to arrive at least 15 minutes before your first appointment.

If the cost of your physiotherapy treatment is being covered by private health insurance, please ensure you bring your membership details and treatment authorisation code with you.

One of our physiotherapists will take a full history, including previous medical history. Due to the nature of our thorough patient assessments, you will be asked lots of questions, including where the pain is, how it started, how has it progressed, and what aggravates and eases it.

Your physiotherapist will complete a full examination and perform a series of movements and tests. Once the examination is complete, they will discuss their findings with you, provide a diagnosis, and discuss your treatment plan including approximate timeframe(s). To do this, we use a variety of resources including diagrams, anatomical models, images, and rehabilitation software. This is also a great opportunity to ask as many questions as you need to get a full understanding of your condition.

If we feel that a collaborative approach to your injury or condition is required, we can contact your GP or consultant to arrange further investigations such as scans or specialist appointments. Alternatively, we work closely with a team of on-site private healthcare professionals all of which can be made available to you if necessary to speed up diagnosis, prognosis, and treatment.

To help us provide transparent physiotherapy services fairly and consistently, here is what you can expect from us, and what we expect from you:

We promise to:

• Be on time as we understand your time is as precious as ours

• Commit to excellence in physiotherapy by consistently expanding our clinical skills through evidence-based practice and professional development

• Provide outstanding healthcare by giving clear information, advice and guidance to patients and referring onwards if necessary

• Respect your privacy by keeping patient information secure and only releasing this other third parties with written permission from the patient

We expect you to:

• Arrive at least 5-10 minutes before your appointment time and be appropriately dressed. We must start and finish at the scheduled time to maintain a consistently high standard of treatment, care, and customer service. Any delay will form part of the appointment time allotted with no extension of time being given

• Pay on arrival. Midland Physiotherapy does not offer credit. If the cost of your treatment is being covered by workplace occupational health scheme or private health insurance policy, we will invoice your employer or insurer directly. Should the invoice be rejected, it is your responsibility to settle any outstanding amounts for all physiotherapy services received

• Respect our attendance and cancellation policy. When patients book an appointment, they are reserving a clinician’s time. Missed appointments are a lost opportunity to provide valuable patient-facing time to another patient in need. A minimum of 24 hours prior notice is required for cancellation or rescheduling of an appointment in which case there will be no cancellation fee charged or otherwise the full appointment fee would be payable in any event. We reserve the right to refuse to rebook patients that are persistently late or regularly reschedule appointments and discharge them from our care

• Refer your friends and family. The greatest compliment we can receive is the referral of friends, colleagues, and family. If you are happy with the outstanding service you have received at Midland Physiotherapy, we kindly ask that you refer people to us so they can benefit from the same high-level treatment and care, and overall patient experience

• Leave us a Google review. We value your feedback to help us continue to improve and expand the service we offer. We kindly ask patients to post a 5-star review on our google page HERE.

Book Your Appointment Today

Book online or contact us using the details below to schedule an appointment at a location most convenient for you.

Call: 0121 517 1595

Email: info@westmidlandsphysio.co.uk

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