Do I need a GP referral?+
No — you can self-refer directly. We'll liaise with your GP if it would be clinically helpful for your care.
How do I know which appointment to book?+
If you haven't seen us before, you'll start with an initial assessment — our booking system guides you automatically. Existing patients can book follow-ups or packages directly.
Which areas do you cover?+
We cover Putney (SW15), Wimbledon (SW19), Tooting (SW17), Southfields (SW18), Morden (SM4), Colliers Wood and Raynes Park (SW20). If you're further afield, do get in touch — we can often still arrange a visit, though longer distances may carry a travel charge.
Can I book for a parent or family member?+
Absolutely. Many of our patients are booked by family members, carers or discharge coordinators. Just mention it's for someone else when you enquire.
Is travel included in the price?+
Yes — travel is included within our standard SW London service area (the areas listed above). If you're outside these areas, we can sometimes still arrange a visit, even further across London, depending on where we're already working. A travel charge may apply, which we'll always confirm with you before you book, as it depends on the distance involved.
Do you visit care homes?+
Yes. We visit care homes across SW London. If you manage a care home and are interested in a regular arrangement, please get in touch directly to discuss options.
How do I pay?+
Payment is taken securely at the time of booking via Stripe. All major debit and credit cards accepted. You'll only be charged once your appointment is confirmed. Card details are never stored on our servers.
What should I expect at a first appointment?+
Your clinician will carry out a thorough assessment of your condition, movement, strength and daily function. You'll leave with a clear personalised plan and initial exercises. Wear comfortable clothing and bring any relevant medical letters if you have them.
What do you mean by complex needs?+
Some patients need a little more time, preparation or clinical monitoring so that their assessment and treatment are delivered safely and appropriately. This can include people with several health conditions at once, significant mobility difficulties, cognitive impairment, neurological conditions such as Parkinson's, stroke or dementia, heart or respiratory conditions, recent surgery, complex transfers, a high risk of falls, or where relatives, carers or care-home staff need to be involved.
In practice this may mean extra observations, slower pacing, more detailed risk assessment, communication support, carer guidance, or additional treatment planning. The complex-needs charge simply helps provide the time required to do this well.
Having one of these conditions does not automatically mean an additional charge applies — it depends on your individual circumstances and how much extra clinical time or support is genuinely needed. Any additional cost is always made clear before your booking is confirmed.
What is your cancellation policy?+
A £50 fee applies for cancellations within 24 hours of your appointment. To cancel or rearrange, please message us on WhatsApp (07508 401627) as early as you can — we always try to accommodate rescheduling, and if something urgent has come up we'll do our best to help. As payment is taken in full at booking, any applicable refund is issued minus the £50 charge and can take 5–10 working days to appear on your card via Stripe. If you do not attend a follow-up appointment that forms part of a prepaid block or programme, no additional fee is charged, but that appointment is not refunded and will count as one of your used follow-up sessions.
What happens if I miss an appointment or do not attend?+
If a single appointment has been paid for in advance and you do not attend, a £50 missed-appointment fee normally applies and the remaining balance will be refunded to the original payment method. If the appointment is part of a prepaid programme or block of sessions, no additional fee is charged; however, the missed appointment is counted as one of the purchased sessions and cannot normally be carried over. We understand that exceptional circumstances can happen, so please contact us as soon as possible if there is something you would like us to consider.
Can I contact you by WhatsApp or email?+
Yes — WhatsApp us on 07508 401627 or email infoccphysio@gmail.com. We respond to all enquiries promptly and are happy to answer questions before you book.
