Frequently Asked Questions

General Questions

Do I need a referral?

No you can self refer.  However, if you have medical insurance you may need a referral from your doctor.

Can I use Private Medical Insurance?

Kettering Physio First is recognised by AXA-PPP, BUPA and most major medical insurance companies.

We treat the customers of some insurers and Case Management companies under separate contractual arrangements that we have with them. The company may require us to tell them specific information that we gather about  you, which may include detailed information about your assessment and treatment with us. Please check with your insurer or Case Management company prior to commencing treatment with us to ensure you understand the terms of your particular policy.

With some insurers we are not able to commence treatment until we have an authorisation number from the insurer which you will need to provide to us.

We have direct billing arrangement with most insurance providers and we will invoice the insurer and not you.

If your insurer  or Case Management company requires us to compile additional reports or paperwork on your condition over and above that which we compile as standard practice we reserve the right  to charge additional fees to reflect the time it takes us to do this.

How do I contact you?

Please see our Contact Us page

What if I have a complaint?

We hope that you are happy with our services, but take any concerns you may have very seriously.  In the first instance, please speak to your physiotherapist.  If your physiotherapist is unable to help you, you may speak with the Practice Principal.

What are your fees and payment terms?

Kettering Physio First is a private practice and we charge for our services.  Our consultation fee is for units of time which comprises the time spent with you, and the time we have to spend after you have gone completing our records.  Our fees vary according to the service you are receiving.  Your first appointment is more detailed than follow-up appointments and our consultation fees reflect this.

We may charge a non-attendance fee if you fail to keep an appointment without giving appropriate notice.  Charges for any equipment or products you purchase on our recommendations are in addition to our consultation fees.

You will be invoiced in writing  during your treatment with us.  We accept payment by cheque (payable to Kettering Physio First), BACS or cash. We cannot accept credit cards at present.  If your medical insurer is paying for your treatment we have direct billing arrangements with most companies.

What is your cancellation policy?

24 hours notice of cancellation is required.  You may be charged a cancellation fee up to the cost of the full consultation fee if you cancel within 24 hours of your appointment without good reason.

If you fail to attend your appointment without giving us a reason you may be charged up to the full consultation fee.


How do I make an appointment?

You can make an appointment directly by email us using the form on this page.  Alternatively, you may call us on:

  • 01536 511691
  • 07923 418737

Written referrals from your Consultant or GP can be sent to:

The Physiotherapy Practice Manager
Kettering Physio First
Balance Health Club
NN15 6PB

We aim to offer you an appointment within 3 working days of receipt of your referral / request, but often it is much sooner than this.

A wide variety of appointment times are available, including early mornings and evenings.

What should I expect during my appointment?

You will receive a full initial assessment, which includes a discussion and examination, in order to formulate a treatment programme for you. During the examination your physiotherapist will need to examine and test the affected area and areas that may be  linked to it. You may be asked to remove items of clothing down to your undergarments relevant to the examination, to allow a full and appropriate assessment to take place.

What should I wear to my appointment?

It is important that an appropriate examination of the affected area can be done, as well as maintaining your dignity. We would suggest that if you have a back or lower limb problem that cycling-shorts or regular shorts are suitable to wear over your undergarments. If you have an upper back/neck/arm problem, gentlemen would need to remove their tops completely and ladies may feel more comfortable wearing a sports bra. / vest top.

We want you to feel comfortable with your treatment programme so your physiotherapist will explain clearly to you what they intend to do, before they do it. You may decline any examination or intervention proposed, and your physiotherapist will explain any effects this might have on your treatment.

Do I need to bring anything with me?

If you are attending for hydrotherapy, please bring with you swimwear.  If you are attending for gym rehab please bring sports kit and trainers with you. If you have a foot or ankle problem, please bring your sports shoes and a pair of regularly worn shoes to see if these are related to the problem.  It is also useful to bring a list of any medication you are on.