Question 1

Do I need a GP or consultant referral to book?

Accepted Answer

No, you can book directly with us without a referral. Physiotherapists in the UK are autonomous practitioners and can assess and treat you without a GP or consultant letter.

If you are using private medical insurance, some insurers do require a GP or consultant referral before they will authorise physiotherapy treatment. We recommend checking your policy or calling your insurer before booking if you are planning to use insurance. The most common insurers that require a referral include AXA Health and Bupa in certain circumstances, your insurer will confirm this when you call to obtain authorisation.

If you do have a referral letter, please bring it to your first appointment or send it to us in advance.

Question 2

How long are the appointments?

Accepted Answer

Appointment length depends on whether you are self-paying or using private medical insurance:

Self-pay patients:
• Initial assessment: 60 minutes
• Follow-up appointments: 60 minutes

Private medical insurance patients:
• Bupa and AXA Health: Initial 45 minutes; follow-up 30 minutes
• All other insurers (Cigna, Healix, Allianz, WPA, Aetna, and others): All appointments, both initial and follow-up, are 60 minutes

If you are unsure which category applies to your insurer, contact us before booking and we will confirm.

Question 3

What should I wear and bring to my first appointment?

Accepted Answer

Wear comfortable, loose-fitting clothing that allows access to the area being treated. For lower limb problems, shorts are ideal. For shoulder or upper limb problems, a vest or loose-fitting top works well.

Please bring:
• Any relevant scan reports, X-rays, or investigation results (digital or printed)
• Any referral letter from your GP or consultant if you have one
• Your GP's contact details
• Your insurance membership card and authorisation details if using PMI
• A list of any medications you are currently taking

The more clinical information you bring, the more productive your first session will be.

Question 4

What happens at my first appointment?

Accepted Answer

Your first session is focused on understanding you, your symptoms, your history, and your goals.

We begin with a detailed discussion about your current problem: when it started, what makes it better or worse, how it affects your daily life or sport, and what you want to achieve from treatment. We take a full medical history, including any previous injuries, surgeries, and relevant health conditions.

This is followed by a thorough physical assessment. Depending on the presentation, this may include movement analysis, strength testing using hand-held dynamometry, musculoskeletal ultrasound, and any relevant clinical tests specific to the area being assessed.

At the end of your first appointment, you will receive a clear explanation of our findings, a working diagnosis or clinical impression, and a structured treatment plan outlining the recommended approach, expected timeline, and what your role in the process will be.

Question 5

How many sessions will I need?

Accepted Answer

This varies considerably depending on the nature and complexity of your condition, how long it has been present, and your goals. Acute injuries with no complications often resolve in three to six sessions. Complex post-surgical rehabilitation, chronic conditions, or performance-focused programmes may extend over several months.

We will give you a realistic indication of the expected treatment duration at your first appointment, not a vague "we'll see how it goes," but a clear, honest estimate based on your specific presentation and the evidence for your condition.

We do not keep patients coming longer than necessary. Our goal is to build your independence and capacity, not to create reliance on treatment.

Question 6

Can I book for someone else, a child, family member, or colleague?

Accepted Answer

Yes. You can book on behalf of someone else. For patients under 18, a parent or guardian must be present for the first appointment and will need to provide consent for treatment. For adolescent patients aged 16 and over, we will discuss consent arrangements at the time of booking.

Question 7

Do you offer home visits?

Accepted Answer

Yes, for patients who are unable to attend the clinic following surgery, significant injury, or mobility limitations. Home visits are available for early post-operative rehabilitation, elderly patients with mobility difficulties, and patients where travel presents a genuine clinical or logistical barrier. Please contact us to discuss whether a home visit is appropriate for your situation.

Question 8

Do you offer online consultations?

Accepted Answer

Yes. Remote consultations are available for appropriate presentations, including rehabilitation programme design and review, running and movement analysis using your phone camera, ongoing rehabilitation support, and second opinions. Please contact us if you are unsure whether your presentation is suitable for a remote appointment.

Question 9

Which insurers do you work with?

Accepted Answer

We are recognised by the following insurers:

• Bupa
• Bupa Global
• AXA Health
• Cigna
• Healix Health Services
• Allianz Worldwide Care
• WPA
• Aetna

If your insurer is not listed, please contact us, we may still be able to see you and help you navigate the claims process, or we can arrange self-pay pricing.

Question 10

How do I get authorised by my insurer?

Accepted Answer

Before your appointment, you will need to contact your insurer to obtain authorisation for physiotherapy treatment. This is a straightforward process, most insurers have a dedicated member helpline.

When you call your insurer, tell them:
• You would like to see a physiotherapist
• Your symptom or condition (e.g. knee pain, shoulder injury, back pain)
• The name of the practitioner or clinic: IP Physio / Ilias Paschopoulos
• That we are a recognised provider with your insurer

Your insurer will then provide you with an authorisation code and confirm the number of sessions approved. Keep a note of these, you will need to provide them when you book.

Some insurers (including AXA Health and Bupa in certain circumstances) require a GP or consultant referral before they will authorise physiotherapy. Your insurer will advise you when you call.

Question 11

What information do I need to provide from my insurance?

Accepted Answer

To process your insurance claim, we will need the following from you:

• Membership number: your unique policy identifier, found on your insurance card or policy documents
• Authorisation code: provided by your insurer when they approve the treatment
• Number of sessions authorised: how many sessions your insurer has approved for this episode of care
• Excess amount: the amount you are personally liable to pay before your insurance covers the remainder. This varies by policy and it is important you know your excess figure before treatment begins, as you will be responsible for paying it

Please provide these details when you book your appointment. If you are unsure of any of these, contact your insurer directly or check your policy documents, we are happy to help clarify what is needed.

Question 12

Will you bill my insurer directly?

Accepted Answer

Yes, for all recognised insurers listed above, we bill your insurer directly. You will not need to pay upfront and claim back, provided your insurer has issued a valid authorisation code before treatment begins.

You will be responsible for any excess amount stipulated by your policy. This is payable directly to us at the time of your appointment.

Question 13

What if I have not obtained authorisation before my appointment?

Accepted Answer

If you attend an appointment without prior insurance authorisation, we may not be able to bill your insurer for that session. In this case, the appointment will be charged at our standard self-pay rate and you will need to claim this back from your insurer yourself.

We strongly recommend obtaining authorisation before your first appointment. If you are having difficulty getting authorised in time, please contact us and we will do our best to help.

Question 14

What if I go over my authorised sessions?

Accepted Answer

If you reach the limit of your authorised sessions and further treatment is recommended, you have several options:

• Request additional sessions from your insurer: contact your insurer, explain that further treatment is clinically necessary, and request an extension of authorisation. We can provide a clinical summary letter to support this request if needed.
• Continue on a self-pay basis: you may choose to continue treatment paying privately at our standard rates.
• Pause treatment: if you have made significant progress, we may be able to provide you with a comprehensive self-management programme and review at a later date.

We will alert you in advance when you are approaching your authorised session limit so you have time to contact your insurer without any interruption to your treatment.

Question 15

What is an excess and do I have to pay it?

Accepted Answer

An excess is the portion of your treatment cost that you are personally responsible for paying before your insurance cover kicks in. It is set by your insurer and specified in your policy documents. Excess amounts vary widely, from zero to several hundred pounds, depending on your policy.

Your excess is payable directly to us. We will confirm the amount with you before treatment begins based on the information you provide. If you are unsure of your excess, check your policy documents or call your insurer.

Question 16

Can I use my insurance for a follow-up or ongoing condition from a previous claim?

Accepted Answer

This depends on your insurer and your policy. Many insurers have rules around pre-existing conditions and whether a condition treated in a previous policy year is covered in a new one. We recommend contacting your insurer directly to confirm your cover before booking. We are happy to provide any clinical information they require to support your claim.

Question 17

What are your self-pay fees (In clinic)?

Accepted Answer

• Initial assessment: £150-175
• Follow-up appointment: £150

House-visit rates: Between £180-250 depending on travel time.

Fees may vary slightly by location. Please contact us to confirm pricing for your specific clinic.

Question 18

How do I pay?

Accepted Answer

We accept card payments at all locations. Payment is taken at the time of the appointment. If you are paying by insurance, any excess amount is also collected at the time of your appointment.

Question 19

Do you offer any concessions or reduced rates?

Accepted Answer

Please contact us directly to discuss your circumstances. We consider requests on a case-by-case basis.

Question 20

Do you treat children and adolescents?

Accepted Answer

Yes. We have particular experience in managing adolescent athletes and growth-related injuries, including Osgood-Schlatter disease, Sever's disease, apophyseal injuries, and sports injuries in young people. A parent or guardian must be present for all appointments for patients under 16.

Question 21

Do you treat post-operative patients?

Accepted Answer

Yes, post-surgical rehabilitation is one of our core services. We work with patients following ACL reconstruction, rotator cuff repair, hip and knee replacement, Achilles tendon repair, and a wide range of other orthopaedic procedures. We contact your surgical team directly to obtain operative reports and post-operative protocols, ensuring your rehabilitation is precisely tailored to your specific procedure.

Question 22

Can I self-refer for a second opinion?

Accepted Answer

Yes. If you have received a diagnosis or management plan elsewhere and would like an independent assessment, you are welcome to book directly. Please bring any relevant clinical information, scan reports, or correspondence from previous practitioners.

Question 23

Do you use diagnostic ultrasound?

Accepted Answer

Yes. We offer musculoskeletal diagnostic ultrasound as part of our clinical service, in many cases as part of your initial consultation. This allows us to assess soft tissue structures in real time, confirm diagnosis, and begin targeted rehabilitation from day one without the wait for an external scan referral.

Question 24

What is the difference between physiotherapy and sports massage?

Accepted Answer

Physiotherapy is a regulated healthcare profession involving clinical assessment, diagnosis, and evidence-based treatment of musculoskeletal, neurological, and cardiorespiratory conditions. Sports massage is a manual therapy technique that can reduce muscle tension and support recovery but does not involve clinical assessment or diagnosis. At IP Physio, our treatment may incorporate soft tissue techniques including massage where clinically indicated, but always within the context of a comprehensive assessment and treatment plan.

Question 25

Is everything confidential?

Accepted Answer

Yes. All clinical information is held in strict confidence and managed in accordance with GDPR and the Health and Care Professions Council (HCPC) standards of conduct. We do not share your information with third parties without your explicit consent, except where required by law or where you have requested us to communicate with other members of your healthcare team.

Question 26

What is your cancellation policy?

Accepted Answer

We ask for at least 24 hours' notice if you need to cancel or reschedule an appointment. Cancellations with less than 24 hours' notice, or missed appointments without notice, may be subject to a cancellation fee. Please contact us as early as possible if your circumstances change.

Insurance companies do not cover cancellation fees, these are payable directly by the patient.

Question 27

How do I book?

Accepted Answer

You can book via the online booking system on our website, by emailing us at info@ipphysio.co.uk, or by contacting us through our website contact form. We aim to respond to all enquiries within one business day.

Frequently Asked Questions

Insurer-specific guidance

Appointments & Getting Started

Private Medical Insurance (PMI)

Fees & Payments (Self-Pay)

Treatment & Clinical Questions

Cancellations & Appointments

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