Frequently Asked Questions

Our main clinic is located at 58 Cumberland Drive, Bexleyheath, DA7 5LB. Free on street parking is available directly outside and close to the clinic.

We also provide physiotherapy appointments from our Blackheath clinic based within 111 Pilates at 111 Lee Road, SE3 9DZ. Parking is available on site and locally, including paid on-street parking and nearby public car parks. The clinic is also accessible by public transport.

Our fees vary depending on the type and length of appointment.

Full details of our current prices and treatment packages are available on our pricing page.

If you are unsure which appointment to book, please contact our reception team on 020 3576 3882 or email info@proformphysiofitness.co.uk and we will be happy to advise you.

The most appropriate appointment length will depend on your condition, the complexity of your symptoms and the areas requiring assessment or treatment.

A 30 minute appointment may be suitable for a straightforward problem affecting one area of the body.

A 60 minute appointment may be more appropriate if you have multiple areas requiring assessment, a complex or long standing condition, have recently undergone surgery, or would prefer additional time for assessment and treatment.

If you are unsure which appointment to book, please contact our reception team before booking and we will be happy to advise you.

Yes. Self-funding clients and insurance clients can book appointments online through our website.

If you are using private medical insurance, we recommend contacting us before booking so that we can confirm your insurer, authorisation details and eligibility for treatment.

If you are unsure which appointment type to select, please contact us before booking.

Yes. You are welcome to select your preferred physiotherapist when booking, subject to availability.

Our clinicians may have different areas of clinical experience, appointment availability and fees. If you are unsure which physiotherapist would be most appropriate for your needs, our reception team will be happy to advise you.

Please contact us before booking an appointment for a child or young person so that we can confirm whether we have an appropriate clinician available for their age and condition.

Children and young people under the age of 16 must be accompanied by a parent or legal guardian unless alternative arrangements have been agreed with the clinic in advance.

Home physiotherapy appointments may be available depending on your location, clinical needs and clinician availability.

Please contact our reception team to discuss your requirements and obtain information regarding availability and fees.

Please contact us as soon as possible if you expect to arrive late for your appointment.

We will always try to accommodate you where possible. However, appointments will normally finish at the scheduled time to avoid delaying other clients.

Depending on how late you arrive and whether there is sufficient time to provide safe and appropriate treatment, your appointment may need to be shortened or rescheduled. The full appointment fee will still apply.

We require a minimum of 48 hours' notice to cancel or reschedule an appointment.

We provide a one hour grace period beyond the 48 hour deadline to allow for reasonable delays in contacting the clinic. After this period, the appointment will be treated as a late cancellation.

Late cancellations and missed appointments may result in the full appointment fee being charged or, where treatment has been prepaid as part of a package or funded by an insurer, the loss of one treatment session.

We understand that genuine emergencies can occur and exceptional circumstances may be considered at the clinic's discretion.

Clients who repeatedly cancel appointments at short notice or fail to attend may be discharged from treatment. A maximum of three late cancellations and/or missed appointments during a course of treatment is permitted, after which the clinic reserves the right to discontinue treatment.

Cancellations and rescheduling requests must be made by telephone or email so that we have a clear record of the request.

We take concerns and complaints seriously and welcome the opportunity to resolve any issues regarding the care or service you have received.

If you wish to raise a concern or make a formal complaint, please email info@proformphysiofitness.co.uk with details of your concern.

We will acknowledge your complaint and aim to provide an initial response within three working days. Where further investigation is required, we will keep you informed of the process and expected timescale for a full response.

All complaints are handled professionally and confidentially and are used, where appropriate, to improve our services.

We accept payment by major debit and credit cards, including Visa, Mastercard and American Express, as well as cash and bank transfer where agreed.

Payment is due at the time of booking or appointment unless alternative arrangements have been agreed in advance.

Treatment packages must be paid for in full before or at the commencement of the package.

Eligible clients may also have access to flexible payment options such as Klarna or PayPal Pay in 3, subject to the provider's eligibility criteria and terms.

Insurance clients remain responsible for any excess, shortfall or treatment costs not covered by their insurer.

Yes. Treatment packages are valid for 6 months from the time of purchase and within our Terms and Conditions.

We recommend booking appointments regularly and in accordance with your physiotherapist's recommended treatment plan to ensure that sessions are used within the package validity period.

Unused sessions cannot normally be extended and transferred beyond the expiry date except in exceptional circumstances and at the clinic's discretion.

Your initial physiotherapy appointment begins with a detailed discussion about your symptoms, medical history, lifestyle, activity levels and treatment goals.

Your physiotherapist will then carry out a physical assessment, which may include examining your movement, strength, flexibility, joints, muscles and other relevant clinical tests.

Following your assessment, your physiotherapist will explain their clinical findings, discuss the likely cause of your symptoms and recommend an appropriate treatment and rehabilitation plan.

Where clinically appropriate and time allows, treatment may begin during your initial appointment. Treatment may include exercise rehabilitation and manual therapy techniques.

If further investigation, imaging or referral to another healthcare professional is recommended, your physiotherapist will discuss this with you.

Please wear comfortable clothing that allows your physiotherapist to appropriately assess the area being treated.

Depending on the location of your symptoms, you may be asked to expose the relevant area or change into suitable clothing such as shorts or a vest. Towels and appropriate draping will be used to maintain your comfort, dignity and privacy.

You are welcome to bring a chaperone, friend or family member to your appointment. Please contact us before your appointment if you have any questions or specific requirements.

Where clinically appropriate and time allows, treatment will usually begin during your initial appointment.

The priority of your first appointment is to complete an appropriate assessment, discuss your clinical findings and establish a suitable treatment plan.

The amount of treatment provided during the first appointment will therefore depend on the complexity of your condition, the length of appointment booked and your individual clinical needs.

Recovery times vary from person to person and depend on factors such as your diagnosis, the severity and duration of your symptoms, your general health, activity levels and adherence to your recommended treatment and rehabilitation plan.

Some clients notice improvements relatively quickly, while longer-standing or more complex conditions may require a longer course of treatment.

Following your assessment, your physiotherapist will discuss the expected recovery process and recommend an appropriate treatment plan based on your individual circumstances.

Your progress will be reviewed throughout your course of treatment, and your treatment plan may be adjusted according to your response and recovery.

Depending on your condition, clinical needs and the clinician you see, treatment may include manual therapy and joint mobilisation, soft tissue therapy and sports massage techniques, exercise rehabilitation and strengthening, acupuncture and dry needling, cupping therapy, shockwave therapy, advice, education and activity modification, post-operative rehabilitation, and return-to-sport support.

Your physiotherapist will recommend appropriate treatment options following your assessment.

Acupuncture, dry needling and cupping may be incorporated into your physiotherapy where clinically appropriate and where the treating physiotherapist provides the service.

There is no additional charge when these treatments are provided as part of your physiotherapy appointment.

Please speak to your physiotherapist if you are interested in a particular treatment technique, as not every treatment will be suitable for every client or condition.

Yes. Shockwave therapy is a specialist treatment and additional fees apply when it is provided alongside a physiotherapy appointment.

Your physiotherapist will discuss whether shockwave therapy is clinically appropriate for you and explain the recommended treatment programme and costs before treatment begins.

Where clinically appropriate, we can assist clients with access to private MRI scanning and other investigations through our external referral partners.

Your physiotherapist will discuss whether imaging is appropriate based on your clinical assessment and circumstances.

Additional fees apply for private imaging and related services.

The appropriate frequency depends on your symptoms, activity levels, training schedule and individual goals.

Clients receiving massage as part of the management of pain, muscle tightness or a specific condition may initially benefit from more regular appointments.

For general maintenance, recovery or wellbeing, some clients choose to attend every three to six weeks depending on their needs and activity levels.

Your clinician can advise you on an appropriate treatment frequency following your appointment.

Please wear comfortable clothing to your appointment.

Depending on the area being treated, you may be asked to remove or adjust some clothing. Towels and appropriate draping will always be used to maintain your privacy, dignity and comfort throughout your treatment.

If you would prefer to wear shorts or other suitable clothing during your appointment, you are welcome to bring these with you.

We currently provide treatment for eligible clients covered by Bupa, WPA and Healix.

We also accept eligible Vitality Health clients who have been referred for post-operative physiotherapy by their consultant, subject to appropriate authorisation and the terms of their insurance policy.

We do not currently bill AXA, Aviva, IPRS, Nuffield Health or other insurers directly.

If your insurer is not listed, you may still be able to attend as a self-funding client and reclaim some or all of the treatment cost from your insurer.

We recommend contacting your insurer directly before booking to confirm whether your policy allows you to receive treatment with a provider of your choice and submit receipts for reimbursement.

Before your first insurance funded appointment, please provide your full name and date of birth, your insurer and membership or policy number, your claim or authorisation number, the number of sessions authorised or your treatment funding limit where applicable, details of any excess, co-payment or other policy restrictions, and referral documentation where required by your insurer.

We may need to verify your authorisation before confirming your appointment.

If you are self-funding your treatment then you do not need a GP or consultant referral to access our services.

If you are using private medical insurance then it will depend on your insurer and individual policy details.

Some insurers allow you to access physiotherapy directly, while others require a referral from a GP, consultant or other healthcare professional before treatment can begin.

Vitality Health clients attending under our current arrangements must have an eligible post-operative referral from their consultant.

Please check the requirements of your policy with your insurer before booking.

If your insurance policy includes an excess, co-payment or other patient contribution, you are responsible for paying this amount.

We recommend confirming your policy benefits and any financial contribution required with your insurer before beginning treatment.

Any excess, shortfall or other amount not covered by your insurer remains payable by you in accordance with our payment terms.

Where we bill an insurer directly, treatment is provided in accordance with the fees and terms agreed with that insurer.

If you are attending as a self-funding client and intend to reclaim treatment costs from another insurer, you will be required to pay our self-funding fee in full.

We can provide you with a receipt to submit to your insurer. The amount reimbursed will depend on the terms, limits and benefits of your individual insurance policy, and we cannot guarantee that your insurer will reimburse the full cost of treatment.

If your insurer declines further treatment or your authorised sessions or funding limit have been exhausted, you can choose to continue treatment as a self-funding client.

Your physiotherapist can discuss their clinical recommendations with you, and our reception team can provide information about self-funding prices and available treatment packages.

No. Our self-funding treatment packages and discounts cannot be used for appointments billed directly to private medical insurers.

If your insurer stops funding treatment and you choose to continue as a self-funding client, you may be able to purchase an appropriate treatment package subject to our usual package Terms and Conditions.