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03.07.18|Posted by Ascenti Team

Help centre - your questions answered

Wondering how to pay for your treatment or what to wear to your appointment? You’ll find all the answers to your questions here.

General queries

What is physiotherapy?

Physiotherapy is a recognised medical profession that can help you to elevate your health by restoring movement and function to the body if you are affected by injury, illness, disability or pain.

Is physiotherapy safe?

We uphold the highest standards of safety and take our responsibilities as a healthcare provider seriously, which is why we are a trusted partner to 14 NHS integrated care boards (ICBs) nationwide.

What qualifications do your physiotherapists have?

Ascenti physiotherapists are recognised medical professionals who have completed a degree. Every physiotherapist is registered with the Health and Care Professions Council (HCPC)

How can I give feedback?

Please share your feedback with us using our compliments and complaints page.


How do I pay for my appointment?

If you book online you will pay at the time of booking. If you book your appointment by another means your physiotherapist will take payment at the end of every session that you attend.

Payment is by card only – credit or debit. Unfortunately, we are unable to accept cash payments in our clinics. 

If your treatment is covered by private medical insurance, please see below.

How much does treatment cost?

If you are a pay as you go customer or private patient, you will pay the following prices. 

Central London clinics


London clinics inside the M25


All other clinics and regions


Online appointments


Please note that prices for our business customers vary due to additional services and benefits, such as reporting, administrative support and extended terms of payment. Please contact us for more information. 

Will my private medical insurance cover the cost of my treatment?

Ascenti are recognised by all major private medical insurance providers, including Vitality, Bupa and AXA.

If your insurer has referred you directly to Ascenti, we will invoice them for your treatment once it has concluded. If you need to pay an excess, Ascenti will send you a bill and payment link via email.

Please check your policy to find out what is included in your cover and any excess which may apply, as this is not managed by Ascenti.

If you would like to book treatment with Ascenti then claim the cost back, please speak to your insurance provider first to check that it will be covered by your policy. 

Treatment - what to expect

How long should I wait between appointments?

This will vary depending on your own personal condition and treatment plan. Your physiotherapist will be able to offer you advice about when you should book in for future appointments. 

What will happen at my first appointment?

Your physiotherapist will ask you to tell them as much as you can about your issue. They will need to assess you and look at the area of your body causing your problems, so you should be prepared to remove some clothing in necessary.

Your physiotherapist will explain what your issue or injury is likely to be and the ways that we can help to treat the problem. There may be some time for treatment at the end of the session, but this will depend on your condition. 

In rare cases we may find that we are unable to treat people and that they need to be referred to a specialist. For example, if you have a broken bone or need surgery. 

What will happen at my follow up appointments?

At the start of every appointment, your physiotherapist will ask if there have been any changes since your last visit. 

Most of your appointment will be spent treating you - learn more about treatment with us

Depending on your personalised treatment plan, this may mean your physiotherapist using techniques such as soft tissue massage or helping you to build strength through exercise therapy.

Your physiotherapist may also use some of your appointment to talk to you about your goals and objectives, provide education and advice, and make notes on your patient file.

Will I receive manual therapy during my appointment?

Physiotherapists sometimes use manual therapy, but for some conditions it isn’t always the most appropriate or effective treatment option.

Your physiotherapist will create a treatment plan that is tailored to your specific condition and needs, choosing treatment based on clinical evidence and what will achieve the best long-term results.

If you want a particular type of treatment during your appointment, speak to your physiotherapist. They can explain their evidence-based approach and why other techniques may be more clinically appropriate. 

How long do appointments last?

Your appointments will last up to 30 minutes, including time for discussion, treatment, taking notes and answering any questions you may have.

How will I feel after the treatment session?

The type of treatment you receive will vary depending on your own personal circumstances, injury or condition. Learn more about treatment with us

If your treatment includes manual therapy techniques your physiotherapist will provide you with advice about managing any post-therapeutic effects, which may include avoiding any strenuous activity and applying ice to the area.

What should I do in-between appointments?

Your physiotherapist will give you exercises and guidance to follow at home. Taking an active role in your recovery and adhering to your exercise plan in-between appointments will help you achieve the best results possible.

Our patient app provides 24/7 access to expert advice and guided exercise videos as prescribed by your physiotherapist, and is free to use – find out more here

Preparing for your appointment

Can I request to be seen by a male or female physiotherapist?

Yes. If you would prefer to be seen by a therapist of the same sex, please tell us when you book your appointment or contact us to let us know. 

What do I need to tell the physiotherapist?

You will get more from your treatment with us if you are able to think about your issue and what you want to get out of your physiotherapy session beforehand. 

If you have had a problem for a long time, it can be easy to forget when things started and how the pain may have changed over time. Below are some questions that you are likely to be asked by your physiotherapist:

  • What do you want to get out of the treatment session?
  • Where are you experiencing any pain?
  • When did the problem first start?
  • Is there anything that could have triggered it?
  • When is the problem at its best and at its worst?

What should I wear? 

With your consent, you may be asked to remove or move clothing so that they can easily access and treat the area concerned. For this reason, it is better to wear loose and comfortable clothing that can be easily taken off or moved. 

For example, if you are attending for a problem with your legs, you may wish to bring a pair of shorts. For assessment of your neck or arms, a strappy or sleeveless top may be useful.

If for religious or personal reasons you are not happy to undress, please inform your physiotherapist who will be able to adapt the treatment if necessary.

Do I need to bring any form of ID?

No. You do not need to bring any ID to your appointment.

Can I bring my children with me to my appointment?

Yes, you can bring children and minors to the appointment with you. They will have to join you in the treatment room. 

Bookings & cancellations

How do I change/cancel my appointment

If you need to check, cancel or re-schedule an appointment please contact us.

What is your cancellation policy?

If you want to cancel your appointment, you must let us know 24 hours before your appointment is due to take place. Unfortunately, we may have to charge you if you fail to cancel in time. 

How is my patient information being stored?

You will never have to worry that your personal data is being stored inappropriately, managed badly or shared with anyone that it shouldn’t be.  

We take data security and patient privacy seriously. All of our employees receive regular training and we invest in high-tech (ISO accredited) IT systems, which means that we are able to maintain the highest standards of data security.

Clinic information

I've been booked in for an appointment, but how do I find the clinic?

Visit our clinic finder page for more information about how to find your clinic and what to do when you arrive.

You will also have received a letter, email or text message confirming your appointment details when you booked with us. 

What parking is available at the clinic?

Visit our clinic finder for more information on travel and parking. 


Should I come into clinic if I have Covid-19?

Please do not attend your appointment if you have Covid-19 related symptoms, have a high temperature or have tested positive for Covid-19.

Get in touch

Call our central booking line on - 0330 678 0850