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Contacting us

Expect a swift response from Rosie, our friendly, knowledgeable and efficient Practice Manager. She'll discuss your needs and concerns, and match you with an expert neurophysio in your area.

Neuro physio helping with hand mobility

It's good to communicate - contacting us is the first step. We’ll call you back (or email if you prefer) within one working day. During this free call or email exchange, we’ll ask to get a solid understanding of your goals so we can pair you with the best-suited member of our neurophysio team. We’ll make sure we outline all fees and then we’ll invite you to book an appointment at a time & location convenient for you. If we really can’t help, we’ll try our best to refer you to someone who can. 

Before your first appointment

You’ll get a few emails from us introducing ourselves and welcoming you as a client.

We’ll introduce you to your NPS physio. (We’re happy to include other family members in our correspondence too.) And we’ll ask you to review our privacy notice, cancellations policy and consent form. Upon request, we can send appointment reminders by email or text as well.

At the moment we have a Covid-19 consent process in place to ensure we’re practicing as safely as possible. 

Set up your private NPS account

If you choose to set up an account, all your appointments, treatment videos & progress records are available to you in one place.

When you become a client, you’ll be invited to create your personal, private NPS Account to keep track of appointments, make secure payments and review information shared by your therapist such as treatment plans, videos and records of progress. This is entirely optional; we’ve found clients love having a central location to manage their info and progress.

At your first appointment

In our first face-to-face meeting, we’ll assess physical function and find out your goals.

We’ll arrive ready to work with you through a thorough neurological physiotherapy assessment. Please wear comfortable, unrestrictive clothing. A family member is welcome to join us. Throughout the assessment we’ll share what we find, outline potential courses of treatment, and clearly describe the progress you can look forward to. During this session, we’ll be sure to discuss your goals and priorities, answer your questions and address any immediate concerns. This first appointment typically lasts 1 hour. You’ll get a follow-up call or email from our Practice Manager Rosie to check how your first appointment went.

At your first appointment image

Throughout treatment

Your expert neurophysio will help you make progress with spirited support and good humour during every treatment.

Each neurophysio treatment will be designed specifically to help you reach optimal physical function and make consistent progress toward your goals. You’ll have the collective knowledge of a team of over 20 highly experienced neurophysios to answer questions and concerns, plus full confidentiality, so you know you’re getting honest, straight-forward information no matter the topic. Your NPS partner will review your progress at each session and modify treatment as needed. They’ll be there to challenge you, motivate you and celebrate every win.

Throughout treatment image

Paying for treatment & securing your privacy

We’re straightforward about treatment, and about fees.

We’ll be very clear about our fees and work out payments, payment method and payment frequency in advance. We prefer payment by credit/debit card.

Our card payment system is safe and secure, using the latest encryption technology. This means you can always pay by card, but your card information is inaccessible for any other transaction.

We also use encrypted technology to store your personal details. We will never share any of your data without your permission. Our full Privacy Notice is here.

Graduation

If you reach a point when you need us less or not at all then we know we’ve done a good job!

We’ll celebrate your achievements, and arm you with information, advice and inspirational goals to keep you progressing forward while maintaining your hard-won gains. With your consent, we’re happy to communicate with your referring professional or GP.

You always have the option to self-refer back into our service at any time. And we welcome your TrustPilot review of our services.

FAQs

Answers to the questions we hear most often.

  • How soon can you see me?

    We can normally arrange to see you within 10 working days, and often sooner than that. Our availability varies, so the more notice we have, the better we can plan, especially if you think you need intensive treatment. The families of many people will contact us while their loved one is still in hospital. This is a great opportunity for us to provide advice and reassurance, as well as ensure we can be ready to pick things up on discharge home from hospital.

  • Can you see me while I’m still in an NHS hospital?

    We cannot. It creates a complex legal and professional situation so we’re unable to treat you in an NHS institution. While in hospital we advise you make the most of the NHS services you receive and rest assured that we can help you reach your full potential once you’ve been discharged. 

  • Can you visit me at home?

    Yes. You can use our postcode checker here to find an NPS physio in your area.

    If you’re in any doubt, get in touch. We have team members willing to travel and we’re always expanding our coverage, so we may still be able to reach you even if the search-by-postcode doesn’t work.

  • Would it be best to be seen at home or in clinic?

    For most of our clients, home is the ideal place to start. We get a clear understanding of your living environment and address any challenges you might face. Exercise may be a central part of your programme; being in your home helps us find ways to integrate activity into your daily routines. We’ll provide training and advice to the loved ones and care givers who’ll be supporting your treatment. 

    We do offer clinic appointments in Glasgow and Edinburgh and these are useful for: 

    • Clients in areas we’re unable to reach.
    • Access to larger pieces of equipment such as exercise bikes.
    • Vestibular sessions where a treatment plinth is useful.
    • FES sessions to access large, flat areas for walking.
    • A quiet, calm environment away from a busy home life.
  • Can we meet over phone or video?

    We may offer remote appointments using a secure video conferencing link. This can be a great way to review and fine-tune your exercise programme, help problem-solve any challenges that have cropped up and keep you motivated, while eliminating the costs and risks associated with travel. We know that Scotland’s geography can be a challenge so it’s a great way for people in more remote areas to be able to access expert support.

  • Do you offer group programmes?

    We know that working together with peers can help you build a support network, as well as maintain your motivation to keep going! All our neurophysios have the option to refer their clients to our in-house group exercise programmes, happening online and face-to-face in local communities. Your neurophysio will be able to advise if there is a suitable class in your area for your level of ability.

  • What will my treatment cost?

    Our session fees vary depending on location, type and length of treatment. We don’t make any assumptions about what people can afford; we just give honest, experienced recommendations on best treatment. 

    During our first free call or email exchange, we’ll ask questions to get a solid understanding of your condition and your current challenges so we can find you the most suitable neurophysio in your area and outline all fees and coverage opportunities. 

    If you’re struggling to meet the cost of any treatment, please let us know. We have partnered with charities wherever possible that may be able to help you to reduce or eliminate cost. We can provide you with a list of funding sources.

    We ask you to remember that we provide high-quality service from experienced professionals whom we support with good levels of pay, pension, training and leave. We also continue to invest in technology, much of which would not otherwise be available to trial in Scotland.

  • What happens at my first appointment?

    Your first session consists of a neurological assessment. This starts with a discussion about your condition, how it affects you and what you would like to achieve. This is followed by a physical examination to look at things like muscle stiffness, strength and co-ordination. Some time may then be spent analysing patterns of movement during functional tasks like standing up or walking.

    We’ll review our assessment with you and formulate a treatment programme that is specifically tailored to your needs, expectations and goals. We’ll clearly describe the progress you can look forward to, answer your questions and address any immediate concerns. We’ll also tell you about rehabilitation technology that could assist you in your goals or any other services that might be relevant to you. Your neurophysio may get you started with some treatment and suggest a plan for follow-up. You’ll also receive a friendly follow-up call from our Practice Manager Rosie to see how things went.

  • I had a stroke 6 months ago. Do I still have the potential to get better?

    After a stroke there is often an initial period of spontaneous recovery as the body’s natural processes begin to try and heal the damaged area. This normally happens over a few months but might carry on for as long as 6 months. Beyond this point, recovery seems to rely on neuro-plasticity, or the brain’s ability to re-wire itself. We know what factors are important in making positive neuroplastic change in the brain, and we use these to guide your rehabilitation. This is where the hard work comes in! 

    We’re often asked about how much more recovery people can expect and it’s a very difficult questions to answer. The evidence tells us that some people can recover for many years after a stroke. From our clinical experience, one thing seems to be certain: after the first 6 months, if you don’t challenge yourself then you won’t improve. The people that do continue to improve over many years are those that a) have the type of stroke where more recovery is possible, and b) have the motivation to continually push themselves to improve.  

    After getting to know you, your physiotherapist will be able to give you a good idea about how much potential you still have, but it will always be an educated guess. We may encourage you to complete a period of intensive rehabilitation with some clear goal or measurement in mind. This way you can measure your progress over a set period of time, which offers us a much clearer indication of your potential to improve.

    It’s also worth noting here that recovery of the leg is often much quicker than recovery of the arm after stroke. The reasons for this aren’t fully clear but probably relate to the increased level of complexity involved in controlling all the fine motor skills required for use of your hand. 

    You can read more in our blog on Recovery from a stroke/brain attack.

  • When I was in hospital, nobody paid much attention to my hand. Does that mean there’s no chance of recovery?

    No, not necessarily. Often arm function receives less attention when in hospital because the focus is on mobility goals that get you home quickly, such as being able to transfer, walk or manage stairs independently. This focus reduces time dedicated to looking at things like hand and arm function. It’s also important to consider that recovery of the leg is often much quicker than recovery of the arm after neurological damage. 

    Once you’ve been discharged from hospital, we can fully re-assess your hand and arm and start a focused treatment programme. Evidence tells us we need to increase the number of repetitions of movements; it’s useful to preview some rehab tech for hand and arm function to augment your treatment. We’ll monitor your progress and use this to guide discussions about the potential for hand and arm recovery.

  • Could Functional Electrical Stimulation (FES) help correct my foot drop?

    FES is the use of electrical stimulation to make a particular muscle work in a way that helps you function. It’s most commonly used to correct foot drop but can also be applied to different areas of the leg to improve your mobility. FES will work best when foot drop is caused by a problem in the brain or spinal cord. For conditions where the foot drop if caused by damage to the peripheral nerve in the leg there’s a high chance that FES will not be effective.

    You can read more here.

  • Can I supplement the community NHS physio I receive with additional private sessions with you?

    Yes. There’s good evidence to support high intensity input for many neurological conditions and often NHS services are unable to provide an optimal level of intensity. We can help increase the intensity of treatment received safely, working in collaboration with NHS therapy services, with your best interests at heart. We have clear guidance from our professional body about how best to work jointly in these cases.

  • What precautions are you taking to stay safe during the Covid Pandemic?

    We continue to work extremely hard to provide as safe a service as possible to all our clients. Prior to a first appointment we will complete a Covid-19 Triage telephone call with the client or primary caregiver. This will facilitate a discussion about the need for physiotherapy input, the risk category of the client, and any steps that can be taken to mitigate risk, including provision of remote treatment where appropriate, use of PPE, and good hygiene routines. If you’d like a copy of our latest Covid Pandemic Policy, just ask. There are separate policies in place for each of the clinic locations we use.

Would you like to know more?

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What our clients and families say…

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