Greater Manchester

Merseyside

FAQs

What to expect at your first appointment

You will be greeted by the therapist or reception staff and asked to fill in a simple form (unless you have brought this form with you already completed)

The therapist will take a full and thorough history including any relevant medical history. We will ask lots of questions about the problem including how it started, how your condition progressed, where you feel your pain/symptoms along with what aggravates and eases them.

We will then fully examine the area which for neck or shoulder problems will require you to undress to your waist and for hip or back problems will require you to undress to your underwear. This allows us to take a close look at the area involved and we will of course do our best to maintain your modesty at all times. We will then perform a series of movements and tests followed by the therapist using their hands to feel for any tenderness or abnormalities of the area.

We will always endeavour to give you a clear diagnosis and explain this in a way that is easily understood also explaining why we think you are getting the problem. We would encourage you at this time to ask as many questions as you like to fully understand your condition. For most conditions you will receive a printed leaflet of this including the treatment techniques involved and a specific exercise programme .

We will then explain our suggested treatment plan including what techniques we will use and what you can do yourself to help your condition. The first session will usually involve treatment unless the referring party have only authorised you to be assessed or your condition is particularly complicated in which case we may need to spend longer than usual on the examination.

How do I know if I need treatment?

If you are not sure if treatment can help you or someone you know then feel free to contact us.

We are more than happy to provide free 10 minute telephone consultations.

We will ask one our therapists to call you at a convenient time.

The therapist will give you an absolute honest opinion and only encourage you to book in if they are very confident they can help you. If they feel you need somebody else they will let you know this.

Just call us and we will be more than happy to arrange this for you at your convenience.

CLICK HERE to contact us

How do I book an appointment?
  • Just CLICK HERE to for details of how to contact us to book an appointment
Is there a waiting list?

We do not have a waiting list as we guarantee that we can offer an appointment within 48 hours, usually within 24 hours and often on the same day.

We offer appointments from very early morning to late evening and on Saturdays at some locations.

Do I have to come via my GP?

No, you can refer yourself directly to us for physiotherapy however, please note if you wish to use private medical insurance please check whether they require you to be referred via your GP.

How long are the appointments?

We offer 30 minute, 45 minute and 60 minute assessments so this very much depends on how complicated your presentation is and whether you want to ensure you definitely receive treatment at your first appointment.

If you have never seen us before we usually advise that  you book at least 45 minutes for your first appointment.

All follow up sessions are 30 minutes.

What should I bring to the appointment?

To ensure you get the most out of your appointment we would strongly advise that you bring with you any of the below that are  relevant.

  • A list of any medical problems you have along with the medications you take for each condition
  • Any letters you may ahve about your condition from any medical professuionals you have seen
  • Any results from any scans, X-rays or investigations you have had regarding your condition
  • Anything else you feel may help the therapist to give you the best service possible
What should I wear?

If it is your neck, shoulder or upper back we require you to undress to the waist.

If it is your lower back or hip we require you to undress to underwear/shorts.

We therefore advise that you ensure you wear clothing that you feel comfortable in but that allow us to fully view and assess the injured areas.

Are all your therapists fully qualified?

We can reassure you that all of our therapists are fully qualified and have been trained to the highest degree.

We ensure they all maintain membership of their regulatory body and keep up to date with the required continuous professional education.

We ensure we check this regularly and retain a copy of this for our records

Can I use my private medical insurance/ how do I go about using it?

Yes, we are recognised by all private medical insurance companies. In order to book your first appointment, we require your policy number and authorisation code.

It is imperative that you check the terms and conditions of your policy as all private medical insurance companies differ regarding limits excess and time scales etc. We cannot be held responsible for none payment of claims. If the insurance company declines any part of the payment you will be liable for the outstanding amount.

How do I pay for the appointment?

We accept the following methods of payment

  • Card
  • Cheque
  • Cash

We also accept all private medical insurance policies

What is the cancellation policy?

If you needed to cancel or rearrange any appointment, we require a minimum of 24 hours notice.

If you need to cancel outside of office hours please leave a message on our answerphone.

How do I get directions to your clinics?

If you click on our ‘CLINIC FINDER’ this will allow you to map out a route to the closest clinic to your address.

Complaint and Compliment Policy

Our Aims

Metro Health & Wellbeing aims to provide an open, accountable and efficient service to all our customers. Whilst every effort is taken sometimes mistakes are made. A complaint process has been set up for people who feel dissatisfied about the service or treatment they receive. You have a right to complain and to have it investigated. We aim to learn from any mistakes and the complaints procedure is seen as very important in this continuous programme of improvement. We can also learn from compliments and this is therefore contained within this policy.

How to Make a Complaint

The first step is to raise your complaint with any member of Metro Health & Wellbeing. If the matter is not resolved, then please ask for the complaint to be passed to a member of the management team. A member of the management team will then contact you within 48 hours and work with you to resolve the matter. If following this, you are not satisfied then please ask for the complaint to be passed to the Clinic Director who will investigate the matter and ensure a response is made within 48 hours.

What to tell us when making a complaint

To deal with your complaint appropriately we need to know:

  • Your name, address and contact details
  • What you are complaining about
  • The names of the people involved where applicable
  • Your ideas on how you wish to see the issue resolved

What you can expect

We would hope that wherever possible your concerns would be resolved at the first point of contact. If a formal complaint is made you will receive an acknowledgment within 48 hours of the receipt of your complaint. The complaint will be investigated and you will normally receive a full response within 5 working days, unless your complaint is particularly complex in which case we will advise you and provide an estimated timescale as to when you should expect to receive a response.

Compliments

If a patient provides praise about any of Metro Health and Wellbeing’s services this feedback will be sent to the individual and their manager, exceptional praise is sent to all member of Metro Health & Wellbeing with congratulations attached to it from a member of the senior management team. The praise is also reviewed to see if any part of the praise identifies anything that could be used as a model for improvement that the whole company can adopt.

What Action You Can Expect us to Take

Should we fall short of what is expected an evaluation process will take place to identify the causes for concern enabling strategies to be put in place to rectify the problem and prevent or eliminate further recurrences.

Informal Non Serious Complaints

Will be dealt with in a sensitive manner by the relevant person and any areas of support or training required will be arranged.

Formal or Informal Serious Complaints

A meeting will be held to listen to the interpretation of events and from this it can be decided if further disciplinary action is required. If a system has failed, this will be reviewed with the assistance of the Operations Manager and / or Clinic Director and recommendations for improvement will be put forward and then implemented.

Where to Send Your Complaint or Compliment

Telephone 0161 745 7551 or 0151 515 2323
Email info@metrophysio.co.uk
Address Metro Physio, The Crescent Consulting Rooms, 30 The Crescent, Salford, Manchester, M5 4PF

Menu