Frequently asked questions

Where are you based?

We are based at West Hertfordshire Therapy Unit, Jacketts Field, Abbots Langley, Hertfordshire, WD5 0PA.

Please refer to our contact us page for further advice regarding travel arrangements. We have free parking on site should you choose to drive.

What will my initial appointment entail and how long will it take?

Appointments are currently either face to face, or virtual by telephone or video call. Our administration team will contact you with regards to your appointment type.

This examination may include assessing your limb, posture and movements. From the information gained in your assessment, your physiotherapist will explain their clinical diagnosis and options for treatment.

If you are taking any medication, it may be worthwhile having the list with you. This may take up to 45 minutes.

You are welcome to bring a chaperone (a guide or companion) with you for any appointments.

How long will my follow up appointment take?

Your follow up appointment can take up to 25 minutes and is based upon the treatment plan agreed with your physiotherapist in order to achieve your goals and prevent reoccurrence.

Sessions generally consist of specific exercise rehabilitation to activate and strengthen your muscles and may consist of highly-skilled manual therapy if required.

You are more than welcome to bring a chaperone (a guide or companion) with you for any appointments.

What video platform should I use for my virtual appointment?

At present we are using a platform known as Attend Anywhere. Access the physiotherapy virtual waiting room.

You should have been sent an email from our administration team with the same link and your appointment details for your initial appointment.

The platform requires you to use Google Chrome, Safari or Microsoft Edge and will not work on other web browsers.

If you are having technical difficulties and require some troubleshooting guidance please see out  Attend Anywhere troubleshooting advice or download this Attend Anywhere troubleshooting advice PDF .

Will I be seen face to face in the department?

Your physiotherapist will decide if you need to be seen in the department and the necessary risk assessments will be completed on arrival to the department.

What should I wear?

To assess you properly your physiotherapist may need you to undress down to your underwear. Please bring shorts because they may be suitable for some treatments. Depending on the area of pain, you may wish to bring a vest top.

What do I need to do if I am due to attend the department?

Please arrive 5 minutes before your appointment time and enter the waiting room. Please register your attendance with one of our admin team and your physiotherapist should be with you at your appointment time.

What happens if I have forgotten about my appointment or have a missed call from my physiotherapist?

Your physiotherapist will attempt to contact you for any of your appointments. If your physiotherapist is unsuccessful in contacting you for your initial or follow-up appointment, you have 24 hours or 7 days respectively to contact us on 01923 378 130 to rebook an appointment.

If your appointment is via a telephone call your physiotherapist will attempt to contact you at the time of your appointment and if they are unsuccessful in contacting you, they will leave a voicemail if possible. They will then reattempt to contact you twice more.

If your appointment is via video your physiotherapist will allow 5 minutes for you to enter the waiting room from the time of your appointment. If you are not in the waiting room they will attempt to call you twice and leave a voicemail if possible.

What happens if I do not attend my appointment?

If you fail to attend your initial appointment, then you have 24 hours to contact us on 01923 378 130 and rebook. Failure to contact us within this time frame will result in you being discharged from our service.

If you fail to attend a follow-up appointment, then you have 7 days to contact us on 01923 378 130 and rebook. Failure to contact us within this time frame will result in you being discharged from our service.

If you fail to attend the department after arranging an appointment with your physiotherapist then your physiotherapist will attempt to contact you and convert the appointment virtually if possible.

What do I do if I have symptoms of Covid-19 or have to isolate for any given reason?

If you have any symptoms of Covid-19 or have to isolate for any given reason then please contact our department on 01923 378 130 and inform our administrative team of this.

You will be able to rearrange your appointment or if you were due to attend the department then your physiotherapist may be able to change the appointment to a virtual appointment if you feel well enough.

Can I be assessed virtually?

Appointments are currently either face to face, or virtual by telephone or video call. Our administration team will contact you with regards to your appointment type.

If you are unable to attend your face to face appointment then you can change your appointment to a telephone or video call by contacting our administration team on 01923 378 130.