Frequently asked questions
Booking and changing appointments
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Buying and using packages
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Online treatment questions
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I have tried exercises before, but it did not work. Why will your treatment plan work?
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What is the difference between physical therapy and physiotherapy?​
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Preparing for your consultation
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After your consultation
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Booking appointments
How do I book an appointment?
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All appointments are booked online via our Price & Bookings page. At the top of that page you will see a quick overview of the different appointment types as well as the discount packages. You can read more about the appointments or packages by clicking the "read more" buttons or by simply scrolling down the page.
Step-by-step guide
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If you click the "Book Now" button for one of the consultation types, it will take you to a page where you can view all the physios' diaries to see whose times suit you best.
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You can then pick a physio, a date and time, fill in your personal details and pay for your appointment using a debit or credit card, or PayPal.
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You will then receive a booking confirmation email that contains the contact details of your physio as well as a Zoom link that you should use for your call.
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Please check your spam folder if you don't receive a confirmation email. If you can't find it there, email us at info@sports-injury-physio.com and we'll get it sorted for you.​
Can I choose with which physio I book a consultation?
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Yes, you can. During the booking process you will be able to choose the physio you want to work with.​
How much does a consultation cost?
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You can find the different consultation and discount package prices on our Price & Bookings page.​
How does payment work?
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Payment is done when you book your appointment. You can pay with a Visa or Mastercard debit or credit card, or PayPal.​
Trouble paying by card
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Our payment platform is required by law to run a security check with your bank when you pay by card. Sometimes this process fails, resulting in the transaction being rejected despite your card being valid.
If this happens, you can pay (using your card) by clicking on the Pay with PayPal button. You don't need a PayPal account to use this service.
Here's how:
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Click "PayPal"
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You will be shown 1 of 2 screens (see the pictures below) - the green arrow indicates what you should do next depending on the screen you see.
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Then fill in your card details as normal. PayPal gives you the option to register an account, but this is not mandatory.
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What if I don’t have access to video call technology?
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We’re very sorry but we cannot deliver this service without video technology. We aim to only provide quality care and feel that this can’t be done if we can’t see you move.
We use Zoom as our default app for video calls. You can request to use a different app if needed, but your physio may not be able to accommodate your request.
How do I reschedule my appointment date/time?
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We have a 24 hour reschedule/cancellation policy.
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There's a link in the confirmation email that we sent when you made your booking. You can reschedule any appointment at no cost by clicking on that link as long as it is more than 24 hours before the start of the appointment.
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Let us know if you have any trouble finding the link in your confirmation email.
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The link won’t work if you want to reschedule the appointment less than 24 hours before its start time. You will not receive a refund if you don't attend the appointment.
How do I cancel an appointment?
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We have a 24 hour rescheduling/cancellation policy.
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There's a link in the confirmation email that we sent when you made your booking. You can cancel any appointment via that link and get a full refund as long as you do it more than 24 hours before the start of the appointment. Please email us at info@sports-injury-physio.com if you want help with cancelling an appointment or treatment package.
The cancellation link (see above) won’t work if you want to cancel an appointment less than 24 hours before its start time, so please email us if you still want to cancel. You will not receive a refund if you cancel an appointment less than 24 hours before its start time. You can read our full cancellation policy here.
You will not be refunded for missed appointments.
Will I get a refund if I cancel an appointment?
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More than 24 hours before appointment starts
You can cancel an appointment and get a full refund as long as you do it more than 24 hours before the appointment is due to start. You will find the link to cancel an appointment in the confirmation email that was sent to you when you made the booking. Let us know if you have any trouble finding it.
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Your refund will be issued by the end of the next business day and a confirmation email will be sent to the email address linked to your account. Please note that payment platforms (like PayPal or Square) can take up to 10 working days to process a refund.
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Less than 24 hours before appointment starts
You will not receive a refund if you cancel an appointment less than 24 hours before its start time. Please email us at info@sports-injury-physio.com or send us a message through our contact form if you still want to cancel.
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If your delivered Online Physiotherapy Service does not conform to the UK Consumer Rights Act 2015, we will be happy to issue a credit or refund.
Missed appointments
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You will not be entitled to a refund if you miss your appointment. It is your responsibility to check the booking confirmation email that you receive to ensure that the appointment time is correct.​
International patients
I don’t live in the United Kingdom. Can I still use your services?
​Yes, you can! We have patients from all over the world, even though we are registered in the UK.
How does payment work for international patients?
Payment is done via Visa, Mastercard, or PayPal when you book your appointment.
Your bank will automatically convert your currency to British pound sterling, which is the currency we work in. You can use this currency converter to get a rough idea of what our prices are in your own currency.​
How much does a session cost in my own currency?
Our prices are shown in British pound sterling which is the currency we work in.
You can use this currency converter to get a rough idea of what our prices are in your own currency.​
There's a big time difference between my country and the UK. How do we deal with this when scheduling an appointment?
We have a smart booking system. It automatically converts our available times to your time zone but please check:
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that the correct time zone is selected for you
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the am/pm setting carefully - because we are in the UK some of the times may be in the middle of the night for you and we have had international patients book 1am thinking it is 1pm!
If you click on the "Book Now" button on this page it will take you to a page where you can view all the physios' diaries and see what times they have available.
How do I buy a package?
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Go to the Price & Bookings page.
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Scroll down to "Follow-Up Package". Click on the "Buy Package" button.
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A page will open where you can enter your details and make payment.
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Check your emails. You should have received an email that contains your unique package code.
Buying and using packages
Do packages have expiration dates?
Yes, all packages expire after 12 months.
This means that you have up until the 365th day to use your package code. You are able to book appointments up to 3 months into the future as long as you make the booking before the 12 months are up. The furthest ahead that you can book an appointment is 3 months.
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For example:
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If your package code is due to expire today, you can use it to book an appointment for any time in the next 3 months.
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If your package expired yesterday, you will not be able to use your package code to make more bookings.
How do I book an appointment using a package code?
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Go back to the Price & Bookings page, scroll down to "Follow-Up Physio Consultations" and click on the "Book Now" button.
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A page will open where you can select your physio, select the date and time for your consultation, and fill in your details.
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Click "Continue to payment" at the bottom of the page.
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A payment window will open.
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Click on the + sign in the "Order summary" to add your discount code.
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Then click "Apply" – the system will update and you will see a button that says "Confirm".
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Click the button and you will be able to finish booking your appointment without need for further payment. You will then be taken to a screen that confirms that your booking has been made.
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Check your emails. You should now have received an email that contains important information about your appointment. Please check your spam folder if you can't find the email. If you still can't find it, contact us at info@sports-injury-physio.com.
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Can I get a package refunded?
Package and gift certificate refunds when the code has not yet expired​
You can ask for a full refund of the package or gift certificate amount if no appointments have been used, cancelled late (see below), and missed. Please email us at info@sports-injury-physio.com or contact us via our contact form if you would like a refund.
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If some of the appointments have been used and you would like the remaining appointments to be refunded, you will lose the discount benefit. For both packages and gift certificates, the full price of a regular appointment will be deducted for each used, missed, and late cancelled (see below) appointment, and the remaining balance will be refunded.
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Please email us at info@sports-injury-physio.com or contact us via our contact form if you would like a refund. Refunds can only be provided to the person who purchased the package or gift certificate. The refund will be processed by us by the end of the next business day and a confirmation email will be sent to the email address linked to your account. Please note that PayPal and Square can take up to 10 working days to process a refund.
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Package refunds - After expiration date
You will not receive a refund if your package is past its expiration date.
My Code doesn't work
Check that you're trying it on the correct website. Package codes bought via the treatmyachilles.com website won't work on the sports-injury-physio.com website and vice versa.
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If you are using it on the correct website and it still doesn't work, please email us at info@sports-injury-physio.com .
Preparing for your consultation
What you'll need during your consultation
Must-haves:
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A mobile phone, laptop (with webcam), tablet, or similar for the video call. It works best if your device can be moved around during the session, e.g. placed on the floor.
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Download the Zoom app – Here's how.
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A stable Internet connection – Make sure you are connected to a reliable Wi-Fi network to avoid interruptions.
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A quiet environment where you won’t be interrupted by others.
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Space to lie down, sit, and stand – Your physio will likely ask you to perform movement tests.
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Comfortable, loose clothing – Your physio won't ask you to undress, but might want to see the injured area to assess things like swelling (if necessary).
Preferable but not a necessity:
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A portable chair, e.g. a dining table chair or desk chair
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Pen and paper
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A ruler or measuring tape
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Some wall space
You can find a full explanation of what you can expect during the video call in this article.
Can I send my injury history prior to the consultations?
You can email your physio scan reports that are relevant to your injury, and they will review them during your consultation.
Please do not send any other information — your physio will question you about your injury, symptoms, and medical history during the session.
We cannot review information prior to consultations.
Download the Zoom app
Before your appointment, you have to download the free Zoom app on the device you will use for the video call. Please do this well in advance of your appointment.
👉 Once you've downloaded Zoom, you can test how to connect to your call by following these steps.
iOS (iPhone/iPad):
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Open the App Store on your device.
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Search for Zoom.
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In the search results, tap Zoom Workplace.
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Tap GET and wait for the app to download.
Android (Phone/Tablet):
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Open the Play Store on your device.
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Search for Zoom.
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In the search results, tap Zoom Workplace.
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Tap Install and wait for the app to download.
Apple Laptop (MacBook/iMac):
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Open the Safari browser and go to https://zoom.us/download .
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Click Download on the version of Zoom that is suggested to you.
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You will be asked to download the file zoomusInstallerFull.pkg (or one with a similar name).
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Once you have downloaded the file, open it and follow the instructions to install the Zoom app.
Windows Laptop/PC:
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Open your web browser (e.g. Chrome or Edge) and go to https://zoom.us/download .
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In the Zoom Workplace for Windows section, click Download on the version of Zoom that is suggested to you.
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You will be asked to download the file ZoomInstallerFull.exe (or one with a similar name).
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Once you have downloaded the file, open it and follow the instructions to install the Zoom app.
Do a test run
If you’ve never used Zoom before, you can test how it works by following these steps:
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Open your booking confirmation email on the device you will use for the video call. If you have rescheduled your appointment, please open the most recent email in this regard.
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Click or tap the Zoom link in the email. This will take you to a page with the date and time of the appointment and a button that says Join Meeting Now.
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Tap or click the button – this will automatically open the Zoom app that you should have downloaded by now (as per the instructions above).
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If prompted, allow Zoom to access your microphone and camera.
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If asked, type your name and click Join Meeting. You might have to click Join once more after this.
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Because your physio has not started the meeting yet, you will see a message that says, "Waiting for the host to start the meeting".
Joining the video consultation
At least ten minutes before your appointment, please follow these steps:
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Open your booking confirmation email on the device you will use for the video call. If you have rescheduled your appointment, please open the most recent email in this regard.
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Click or tap the Zoom link in the email. This will take you to a page with the date and time of the appointment and a button that says Join Meeting Now.
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Tap or click the button – this will automatically open the Zoom app that you should have downloaded by now (as per the instructions above).
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If prompted, allow Zoom to access your microphone and camera.
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If asked, type your name and click Join Meeting. You might have to click Join once more after this.
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If your physio is not in the meeting yet, you will see a message that says, "Waiting for the host to start the meeting". Stay on this screen until your physio lets you in.
👉 If you experience any difficulties, please email your physiotherapist for assistance. You can find their email address in your booking confirmation email.
After your consultation
Can I get a copy of my medical notes?
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Yes, you can request a copy of any of your clinical records that we have on file. All you have to do ask for it via our contact page or email us at info@sports-injury-physio.com.
We will have to confirm your identity by asking you a few security questions before we can send the information. Please note that we will only provide electronic copies of your records.
Can I print my exercises?
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Yes, you can. It works better to print it from a computer or laptop than from a mobile phone.
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1. Open your exercise programme in the usual way. You'll notice a little printer icon in the top left corner, next to the name of the programme. Click on it.
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2. A dialogue box will open. Ignore the first two setting in the box. In the last option, scroll down to pick one of the printing layouts. You can choose how many exercises you want on a page, whether you want them with their instructions, what size print your require, or perhaps you just want a tracking sheet with pictures where your can tick them off as you do them. In the example below, I've chosen to print a tracking sheet.
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3. Click "Print" once you've selected your option and the view below should open. Click "Print" again at the top of the screen to complete the action.
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Can I email my physio between consultations?
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You can email your physio if you have to clarify points regarding the treatment plan and exercises they have provided.
The physios cannot answer additional treatment questions, complex questions that require a more in-depth discussion, or provide rehab progressions via email. Please book a follow-up consultation for these types of questions, as this will give the best and most accurate answer to your query.
Do you help people with sports injuries only?
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No. Anyone can use our services. Whilst we specialise in treating sports injuries, we also provide treatment and support for anyone suffering from regular musculoskeletal (joint, muscle, ligament, tendon etc.) injuries.
Online treatment questions
Is my injury suitable for treatment via video call?
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Most injuries involving joints, ligaments, tendons, muscles and nerves (musculoskeletal injuries) are suitable for treatment via video call.
How can you diagnose my injury without touching me?
95 % of a diagnosis in clinical practice is made from carefully listening to the history the patient provides, combined with the findings of specific movement tests.
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You can find a detailed explanation of the process we use to diagnose and treat injuries via video call here.
How can you treat me without touching me?
All structures in the body have a specific time it takes to heal, depending on the type and severity of the injury. While a massage may make you feel better, research has shown that the most effective way of treating injuries is by providing a mixture of carefully graded rest and exercise.
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If you do too much too early you cause further injury. Rest or protect the injury for too long and you can prolong your healing process.
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At SIP we provide you with a carefully graded exercise programme and assist you throughout your recovery. We always give clear guidelines as to how much discomfort you can expect, if any.
We use the follow-up appointments to reassess your injury to ensure we're progressing your rehab at the correct pace. You can find more information about how the video call process works in this article.
I have tried exercises before, but it did not work. Why will your treatment plan work?
An exercise programme can fail for several reasons:
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It was the wrong diagnosis and therefore the wrong exercises. At SIP we combine our years of experience in treating athletes with a detailed evaluation to provide you with a diagnosis.
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It was the wrong intensity or type of exercise for that stage of the healing process. At SIP we provide you with ongoing support and tweak your rehabilitation programme if necessary.
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You did not follow a graded return to sport. Whilst we always aim to help you return to sport as soon as possible, it is very important to do this in a gradual manner. We have years of clinical experience in helping people return to sport in a safe and effective manner.
Can you guarantee that you can fix my injury?
No. A full recovery can never be guaranteed, neither for ‘face to face’ nor for online consultations.
What is the difference between physical therapy and physiotherapy?
The only difference between physical therapy and physiotherapy is the country in which it is practised. When it comes to the types of injury involved and the treatments that the therapist uses, there is no difference.
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Looking at the countries that we are most familiar with and in which English is widely spoken, the term physical therapy is mainly used in the USA, while physiotherapy is more commonly used in the UK, Canada, Australia, New Zealand, India, and South Africa.