Vitality FAQs & Help Centre

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.

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.

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

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

Please check your plan benefits to find out what is included in your cover and any excess which may apply. You can view your plan on the Vitality Care Hub at member.vitality.co.uk.

When your treatment has concluded, we will issue an invoice to Vitality who will advise us if any amount is payable by yourself as per your plan terms and conditions. You will receive an invoice and payment link from Ascenti via email.

If you have any more questions about excess payments, please view our dedicated support page here, or contact Vitality.

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. 

As a Vitality customer, you have probably already spoken to one of our physiotherapists on a video call assessment.

Your physiotherapist in clinic will have reviewed your assessment and will have a good understanding of your condition already. However, it’s important that they complete their own assessment in case anything has changed, and to gain further information that will help them decide the best treatment approach.

During your first in-clinic 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 if necessary.

Your physio will explain what your issue or injury is likely to be and the ways that we can help to treat the problem. They will also provide some initial treatment – depending on your personalised treatment plan, this may include using techniques such as soft tissue massage, or helping you to build strength through exercise therapy.

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.

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. 

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

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.

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.

You’ll be able to access your rehab programme on PhysioCare, our free patient platform that provides 24/7 access to expert advice and guided exercise videos as prescribed by your physiotherapist.

For more information including how to access PhysioCare, visit our support page here.

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. 

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.

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

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

If you need to check, cancel or re-schedule an appointment please call us on 0330 124 7271.

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. 

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.

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. 

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

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