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Frequently Asked Questions

Are the therapist registered with insurance companies?

Most of our therapists are covered by all the insurance companies, but please do check with you insurance company if they cover you for that specific treatment as this might depend on your policy.

Do we deal directly with insurance companies?

We only deal directly with Bupa.

If you are covered by any other insurance exclusive of Bupa, you will have to pay for your treatment on the day. We will provide you with a proper receipt for your insurance company, which will then reimburse you the money, according to your cover with them.

What do I need to wear for the treatment?

If you are a child coming for physiotherapy treatment, it would be advisable to come in shorts and a t-shirt (not too baggy) so you can perform an exercise without being limited by your clothing and the physiotherapist can do a proper assessment.

If you are an adult, you might need to undress to your underwear for your assessment and treatment. So please wear clothes that can be removed easily.

Is there parking?

We don’t have parking facilities for patients on site, but Ashbourne Avenue is a residential road with no parking restrictions, so you can park there or in any of the adjoining roads. The road can sometimes be a bit busy and you might have to allow a few minutes to find parking.

Alternatively, you can park on Finchley Road, where they operate a meter system. The charge is about £2 per hour.

Do you have disabled facilities?

Yes we do.

We have wheelchair access on our side entrance. Please let the receptionist know if you are coming in a wheelchair, so we ensure that the ramp is in place.

The front entrance has a little step.

There are disabled toilet facilities available.

What payments do you take?

We take all credit and debit cards. You can also pay with cheques or cash.

Some of the osteopath, would like you to pay by cash or cheque. You will be advised of that when you book your initial appointment with them.

Do you do home visits?

Some of our therapist do home visits in the local area, but please check with the reception.

What is the cancellation policy

We have 24 hours cancellation policy or a charge of £30 will be raised.

What do I need to bring for my first visit?

Please bring all your paperwork regarding your problem (referrals, scans…)

You can bring clothes to change into (please see “What do I need to wear for the treatment?”).

What can I expect at the first appointment?

Our reception staff will ask you to fill out a registration form to ensure that we have all your contact details correct. Your address, e-mail and phone number are very important in case we need to get in touch with you. All information given to us is confidential.

How long is the appointment for?

Your first initial appointment is up to 1 hour long and will include an assessment and treatment.

Follow up appointments are normally 30 minutes long.

What should I do if I miss my appointment?

Please call the reception and let them know, so we are assured that you are okay and that we know why you couldn’t come. We will then try to rebook your appointment in the next available slot that is convenient to you.

You may be charged a cancellation fee.

What should I do if the office is closed?

Please leave a message on our answer machine. We will pick up your message on the next day, once the practice has reopened and will call you back then.

How do I make a complaint?

You can email your complaint to our practice manager Vendula Safarova () or you can ask the receptionist for a paper version of our complaints form.

You can also leave a message with the reception and we will call you back.

What is the costs of your treatments?

The charges vary, depending which treatment you are having, please see the price list or contact the reception for prices.

Can I bring my child along, for my appointment?

If it is necessary, you can bring your child with you.

Do you send appointment reminders?

We send reminder messages to your mobile number one working day before your appointment. If we do not have your mobile number, we will try to reach by phone to confirm your appointment.

How many appointments will I need?

This will depend on your form of treatment and your condition. Please discuss this with your therapist who can advise you further on this after your first visit.

Do I need a doctor’s referral to have physiotherapy or osteopathy?

You don’t need a referral to have a treatment.

If you plan to claim for the treatment from your private health insurance, you need to check with them, if they require a referral to cover the occurring costs of the treatment.

To get in touch with a team member or practitioner, call

020 8458 7869

You can also check practitioner availability and book appointments online.

5 Star Patient Reviews

North West London, East Finchley, Barnet, Edgware, Golders Green

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Indulge your friends and family with a gift card for any treatment at Sutherland House.​