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Our appointment types

We have been adapting to new ways of working since the Coronavirus outbreak earlier this year. It's important that you read our consent and verification page and complete a consent form [Word] to allow us to contact you with information about your care.

Please note: We will not record your video or telephone call but we will make comprehensive electronic notes and you will be asked if you are happy to share your electronic records with other health professionals involved in your care. Please notify your clinician if you are recording the conversation on your device. Please also note that the advice given is personal to you, so you should not share this with others. It is prohibited to post any recorded information on public websites or social media.

You could receive your appointment in one of the following ways, based on your needs/symptoms:

Telephone

Most of the information that GPs and other healthcare professionals need to form a diagnosis comes from what you say. Please be assured that our team are experts in assessing patients by asking questions over the telephone as we already do this through our Physio Advice Line service*.

To ensure you get the most out of the call, please ensure you are in a quiet place where you feel comfortable to discuss confidential or personal information regarding your symptoms.

Video

As convenient as a phone call, and with the added benefit of talking face to face, video appointments can save you time and travel expense. Via secure and easy to use software, you will be able to have your appointment with the physiotherapist or specialist, and it is also possible to have a family member or friend with you during your video consultation.

How to join your video appointment

You will receive a text message at your appointment time from NHSNoReply containing a link. Please look out for this text at your appointment time and click the link to access your appointment.

The process can vary depending on your device/operating system. Please click on the pdf link below for more information.

What do I need to receive a video call?

  • A good connection to the internet: If you can usually watch a video online, you can make a video call.
  • A phone, tablet or computer with a
    web camera, speakers and microphone (these are often already built into laptops and smartphones).

Where do I put my camera?

  • Put the camera on a stable surface so your head and shoulders are visible while talking.
  • Have enough space in front of the camera so we can observe the body part to be examined if needed.
  • Choose a private place where you won’t be disturbed.

How much internet data will I use?

If you can, connect to a home or work Wi-Fi.

  • Usage is around 5-8 Mb per minute (0.48 GB per hour) so please check your data allowance, as going over any data allowances can incur additional costs.

What to wear?

Wear what you would normally wear for a face-to-face appointment in clinic.

  • If you can, wear loose, comfortable clothing that can be easily moved/rolled up. This will enable us to view the affected body part and see how much you can move.

Please read Guidance leaflet for video consultation [PDF] for more information on joining a video appointment.

Face to Face

Attendance for a face to face appointment will be fully risk assessed and offered only if necessary. This is to protect both patients and physiotherapists. If a face to face appointment is required and agreed to by both your clinician and yourself then the following guidance should be adhered to:

  • Please attend your appointment unaccompanied, if possible.

    Inform the department prior to the appointment if this is not possible, as a risk assessment will need to be considered in advance for the attendance of any chaperone (e.g. relative/carer/interpreter). Anyone accompanying will need to follow the guidance below as well.  

  • Please arrive on time for your appointment.

    Do not arrive early, as you will not be allowed entry to the building until your agreed time. Your clinician will ring to advise you that they are ready for you and will greet you at the entrance to the Dynamic Health Physiotherapy Department. They will be wearing PPE (mask, eye shield, apron and gloves). Please listen to and follow their instructions carefully. 

  • You are expected to wear a face covering as per Government guidance.
  • You will be asked COVID-19 screening questions again by your clinician.
  • You will be asked to wash your hands and/or use hand sanitiser

Please do not wear gloves to your appointment.

You will be escorted to the clinic room where your appointment will take place.

The staff member will then do what has been agreed is necessary in the shortest possible time in order to minimise risk. You may be advised on further management or it may be suggested that a 30-minute follow-up virtual telephone or video consultation take place within the next few working days to discuss the outcome and plan. After your assessment, you will be escorted out of the building in order to protect both you and our staff.

Please be aware that there is currently limited access to toilet and refreshment facilities on site, so you may wish to bring your own bottle of water. Please also wear suitable clothing to enable the clinician to view the affected body part and observe the available movement.

During lockdown our commitment to patients has continued. Our staff have been upskilled and are now able to provide expert advice in a safe environment via video consultations. In addition, we have updated our website with infographics, exercise videos and new leaflets to help with the self-management of many musculoskeletal (MSK) conditions.

* Our Physio Advice Line (PAL) is the first step in addressing your MSK complaint, and the physiotherapist will be able to advise you on the available options for addressing your particular issues at that particular time, and explain the reason for their decision. The physiotherapist will be able to advise on the best self-management and give a broad expectation of how we might expect your symptoms to improve over a set time. For most of our cases, self-management and advice is all that is required. Where it is clinically appropriate, further testing and other treatment options will be recommended. Our frontline physiotherapy staff are supported by our MSK specialist team (who can make decisions about referring on for further investigations or surgical opinions), with whom they will discuss any clinical concerns should they need to.