Clinical Standards

This page sets out the standards we hold ourselves to. It is written so you can see what to expect before you book, and hold us to it afterwards.

Who treats you

Treatment is provided by physiotherapists registered with the Health and Care Professions Council (HCPC) and members of the Chartered Society of Physiotherapy (CSP).

"Physiotherapist" is a title protected by law in the United Kingdom: only someone on the HCPC register may use it. You can check any clinician's registration yourself, free, at hcpc-uk.org. We will give you the full name and registration number of the physiotherapist treating you if you ask.

How we work

• Assessment before treatment. Every course of care starts with a proper assessment — your history, your goals, and an examination. We do not begin treatment before we understand the problem.
• Evidence-informed practice. What we offer is based on current evidence and professional guidance, applied to your situation rather than to a protocol.
• Plain language. We explain what we think is going on, what we propose, and why, without jargon. Ask us to say it again differently at any point.
• Honest about progress. We will tell you if you are not improving as expected, and we will not sell you sessions you do not need.
• No guarantees. We cannot promise a particular outcome, and we will not claim to.

Consent

Nothing happens without your agreement. We explain what an examination or treatment involves before it starts, including anything that may be uncomfortable, and we ask before we proceed. You can ask questions, decline, or stop at any point, and it will not affect the care you receive afterwards.

Privacy, dignity and chaperones

Assessment sometimes means exposing the area being treated. We will tell you in advance what we need to see, give you privacy to change, and provide a towel or gown. You are welcome to bring someone with you, and you can ask for a chaperone to be present for any part of your appointment — just ask, at the time or when you book.

Record keeping

We keep a clear, contemporaneous record of every appointment, as our regulator requires. You can ask for a copy at any time. How records are stored, shared and destroyed is set out in our Privacy Policy.

When we refer you on

Physiotherapy is not the answer to everything. If your symptoms suggest something that needs a GP, a consultant, imaging or urgent attention, we will say so, explain why, and help you take the next step. If you have severe pain, numbness, weakness or symptoms that worry you, contact your GP or NHS 111 as well as, or before, booking with us.

Safeguarding

We have a duty to act where we believe a child or an adult at risk may be being harmed. Where we must share information to keep someone safe, we will do so, and we will tell you unless doing so would increase the risk.

Infection prevention

Hands are washed or sanitised between patients, couches and equipment are cleaned between appointments, and single-use items are used where appropriate. If you are unwell with something infectious, call us — we will rearrange your appointment without charge rather than have you come in.

Keeping our skills current

HCPC registration must be renewed every two years and requires evidence of continuing professional development. Our physiotherapists maintain a CPD record and are subject to audit by the regulator.

Insurance

We hold professional indemnity insurance, which is a condition of HCPC registration.

If we fall short

Tell us. Our complaints process is set out in section 8 of our Terms & Conditions, and you can also raise a concern directly with the HCPC at hcpc-uk.org.