Frequently Asked Questions

Answering your queries

FAQs

Your Questions Answered

How do I contact you?

Contact 01750 491 549 or email enquiries@homephysionicola.co.uk. We offer a half hour telephone triage assessment free of charge. During this call we will ensure that we are the right physiotherapy service for your needs, your diagnosis, symptoms, the impact your condition has on your quality of life, and gain essential information on your past medical history, medication and social history. At the end of your call, we will discuss your goals of engaging in physiotherapy and what you would like to achieve. Following this we will then book an appointment in the diary! You are very welcome to have a family member/carer or friend to be present during our appointments. We look forward to hearing from you!

How do I book?

If you would like to book a clinic appointment, simply click on “Book Clinic Appointment Now” and this will take you directly to our secure online booking system. From there, you can select the physiotherapy or massage therapy service you require, before choosing the day and time that suits you best.

Once your appointment has been selected, the booking system will guide you through a simple registration and payment process. You will then receive a confirmation email along with an intake form to complete prior to your appointment.

The intake form provides your therapist with essential information before your assessment to ensure we are the correct service for your needs and to help streamline your appointment. This allows your therapist to spend more time focusing on your symptoms, your goals, and how we can help you move better, feel better, and return to doing the things you love.

If you would prefer to arrange a home visit physiotherapy assessment anywhere across the Scottish Borders, we kindly ask that you contact the clinic directly to speak with our wonderful Client Care Administrator, Samantha. Samantha will provide advice, answer any questions you may have, and support you with booking into our community team diary. Following this, you will also receive access to the same secure online booking process, including your confirmation email and intake forms ahead of your appointment.

How soon can you see me?

We aim to see you either on the same day if possible in clinic or within 5 working days, and can often see you sooner than that. Our availability varies therefore the more notice you provide then the better we can plan, especially if you require urgent or intensive treatment. We are happy to discuss a patients’ needs with family members if their relative is currently in hospital and discharge planning is beginning. This allows us to develop a plan for when they come home and provide specialist advice on any questions you may have.

What conditions do you treat?

We are specialist physiotherapists , massage therapists and and Technical Instructor Physiotherapy Assistants with over 15 years of experience.

We help people who are experiencing back, neck, shoulder, knee. hip pain from sports injuries to arthritis or surgery. Joint replacement recovery, post surgical recovery in orthopaedics and general surgery.

We treat patients living with neurological conditions such as - cerebral palsy, stroke, multiple sclerosis, Parkinson’s disease, inner ear (vestibular) conditions, brain injury, spinal cord injury, motor neurone disease, Huntington's disease, neuropathies, Guillain Barre syndrome, head injury, muscular dystrophy, myasthenia gravis, spasticity and other neurological conditions.

We provide specialist Womens Health Physiotherapy offering antenatal and postnatal care as well as continence physiotherapy and post surgical recovery.

We treat patients living with decreased mobility, falls, decreased balance, fractures, joint replacements, pain, Dementia, Alzheimer's, the above neurological conditions and difficulties with activities of daily living.

We provide a Massage Therapy service bringing the relaxation to help you become more comfortable and destress, for over 16 year olds. We offer sports massage therapy, relaxation massage, scar therapy massage and lymphatic drainage massage.

We provide Falls Prevention Classes within our specialist clinic in Selkirk and supportive accommodations across the Scottish Borders.

We provide one to one and group SONAS programme to people living with Dementia. Stimulating the five senses, singing, reminiscence, gentle exercise, music instruments to improve communication, wellbeing and function.

Can you see me at home?

Yes!
HomePhysio By Nicola Ltd specialises in assessing and treating patients in their homes as well as in clinic! We get a clear understanding of your living environment and can assess any challenges you may be experiencing in your activities of daily living. A patient centred home exercise programme may be an essential part of your rehabilitation; being in your home helps me to find ways to integrate activity into your daily routines and will help with engagement and maintenance of such established programmes. We are happy to provide training, advice and support to the loved ones and care givers who’ll be supporting your treatment. Contact us on 01750491549 to book your home visit.

What areas do you cover?

We currently covers the Scottish Borders. We are willing to travel and always looking to expand our coverage so if you are in any doubt, please get in touch on 01750 491 549 or email enquiries@homephysionicola.co.uk.

Travel costs of 50p/mile are incurred for those living outwith a 5-mile radius of our base at Galashiels.

What happens during my first appointment?

In preparation for your appointment, we ask you to wear loose fitting comfortable clothes and supportive footwear (eg trainers). Once booking your appointment our booking software will send you a welcome email and invite you to complete an intake form to share your details and symptoms. This allows us to plan for your assessment session and to streamline your assessment in clinic.

On arrival at the clinic you are welcomed by our wonderful Client Care Administrator, Samantha, who will check you into your appointment and offer you a refreshment (we have a great coffee machine using Three Hills locally sourced coffee beans in Selkirk!). We introduce ourselves, will be wearing our uniform and will take you through to on of our private treatment rooms. We will review the information from your intake form, gain details about your symptoms and how they affect your daily life. We will then assess your range of motion, strength, balance, tone, gait and posture. Following this, we will set short, long and lifetime goals. These will be curtailed to your hobbies and interests. We will prescribe a patient centred home exercise programme and organise your follow up appointment - we have many options including packages and memberships.

One of the most important parts of your face-to-face assessment is that we develop a good rapport and that you feel comfortable with your physiotherapy/massage treatment plan.

How much does your physiotherapy and massage cost?

We are very clear about the fees of your assessment and treatment and this is agreed along with your payment method and frequency during your initial telephone assessment call. We accept cash, card payment or bank transfer which ever method is easiest for you. The card payment system is safe, secure and contactless. The session fees vary depending on location, type and length of treatment.

We’re here to make your journey to improved health and well-being as smooth as possible. From your first contact with us, we prioritise understanding your needs and providing clear, honest recommendations for your care.

To start, we offer a complimentary 30-minute telephone triage call, where we discuss your goals and answer any questions you might have. Following this, we’ll arrange your initial home appointment, which typically lasts about an hour. Prices start at £95 for a Senior Physiotherapist and £150 for our Clinic Owner, Nicola. During this initial assessment, your physiotherapist will develop a tailored follow-up plan based on your unique needs, and they’ll provide an honest recommendation on the best treatment pathway for you—without assumptions about budget or affordability.

After your initial assessment, we discuss your options for ongoing care. We offer flexible pay-as-you-go options, with 1-hour follow-up physiotherapy sessions starting from £85. If you’d prefer to work with our Technical Instructor Physiotherapy team, assessment sessions start at £75, and follow-up appointments are priced at £65. The duration of these follow-up sessions will be guided by your personal needs and preferences.

Our massage therapy sessions are 1 hour and are £65 per session.

For those looking for a more cost-effective solution, we offer session packages with both our Specialist, Senior Physiotherapists, Massage Therapists and Technical Instructor Physiotherapy Assistants of 4, 6, 8, 12, 25, 50, or 100 sessions. Paying upfront secures your sessions at a discounted rate, allowing you to focus on your progress and recovery. Our packages are designed to provide consistent, long-term support, which can make a big difference in your journey to better health, mobility, and quality of life.

Let us support you at every step, from your first conversation to achieving your health and well-being goals in the comfort of your own home.

CANCELLATION POLICY
We ask that if you cannot make your scheduled appointment you contact us as early as possible. This will ensure other people do not miss out on available appointments. The failure to give us 24 hours’ notice prior to the appointment time the full charge for the appointment will be levied unless exceptional circumstances apply.

NON OR LATE PAYMENT POLICY

In the situation that there is outstanding balance after due date the company reserves the right to start applying late payment fees of 5% outstanding balance per month or £50 late payment fee whatever is higher.

Do you provide home exercises?

Following your assessment we will prescribe a patient centred home exercise programme to help improve your symptoms. During your rehabilitation journey we will adapt your home exercises as you progress and improve. We always review the effectiveness of the exercises we do. We use a wonderful app called Physitrak that emails videos of how to complete the exercises and can offer an exercise diary option and we can also print off handouts for you to use, we ask the option you would prefer.