We advise that you arrive 5-10 minutes early for your first appointment to allow time to complete registration documents. Your therapist will then greet you from reception and take you through to the consultation room where you will be asked your reason for attending, the nature and history of your condition and any details that may be relevant to your assessment or treatment. The therapist will then do a detailed assessment on you to arrive at a diagnosis. Once a diagnosis has been made, the therapist will explain the findings and outline a treatment plan. If there is time, treatment will be given as part of your first session.

We generally advise that you wear comfortable, loose fitting clothing. We also suggest that you wear/bring shorts for hip, knee or back problems. You may be asked to remove one or more items of clothing to enable the therapist to assess your condition. Any clients wishing to bring a chaperone are more than welcome.

The follow up sessions generally last for 30 minutes. During the follow up session, we discuss the progress with you and alter the management plan if needed, after discussing with you various options of treatment available.

Everyone is different and responds differently to treatment. In the majority of cases, we would expect to see symptoms eased after the first session but in other cases it may take a few sessions to really notice a difference. It is important to note that on some occasions, your symptoms may become temporarily aggravated following a session. This is a normal reaction, particular if your injury is quite acute. It is nothing to be worried about but is important to feedback to your therapist so treatment can be adjusted in subsequent sessions.

We have 5 allocated parking spaces including one disabled car parking space. The disabled car park space is right in front of the entrance to the clinic building. Our clinic benefits from visitor car parking spaces around the estate.

Should you wish to cancel your appointment, we ask that you give us at least 24 hours’ notice so that we can offer the slot to someone else. For late cancellations, we reserve the rights to charge you for the full cost of the appointment.

We are able to bill your insurance provider directly but the contract for payment is held with the individual client. Should the insurance company refuse to pay; the client will be asked to settle the account in full. In order for us to bill your insurance provider, we simply need the name of the policy holder, your membership or policy number and authorisation code. We also need to know details of excess and treatment limitations prior to starting your course of treatment. We are recognised by all major medical insurers. Please ask us for a full list. If we are not recognised by your insurer, we may be able to apply for recognition so please ask.

We currently accept cheques, cash and debit or credit card payments (we do not accept american express). We can also take payments over the phone and will shortly be introducing web payments so you can pay as you book to make it even more convenient for you.

If for any reason you are unhappy with the service you have received, please do not hesitate to email us at admin@xcelhealth.co.uk Our practice manager will get back to you within 2 working days. We take all complaints very seriously and use the feedback to improve our service for all clients.