Frequently
Asked
Questions

Park Health Physiotherapy is located at the Millennium Arena within Battersea Park.

There is paid onsite parking available inside the park via Carriage Drive North and Carriage Drive South.

Buses 44, 137, 211 and 452 all stop outside the park at the Chelsea gate. We are a 10 minute walk from Battersea Park Train Station.

By bike you can easily access the Millennium Arena from the cycle highway via the Rosary Gates or Chelsea Gate entrances to the park. There are bike racks located out the front of the building.

You should look to arrive no later than 5 mins before your appointment. You can check in with the staff at reception and they will point you to the waiting area.

• Changing rooms

• Toilets

• Onsite cafe next to the waiting area

• Free wi-fi available

• Access to gym and track for treatment sessions
  

We recommend you wear or bring clothing that make the assessment process easier e.g. a pair of shorts for a lower limb injury or sleeveless top for an upper limb injury. We do everything to accommodate our patients but in order to be as thorough as possible we generally require an unobstructed view of the injured area and/or adequate mobility of the part to perform an accurate assessment.

There are toilets and changing rooms available at the facility.

If readily available and relevant to your condition, please bring along any recent scans and printed reports, such as X-Rays, MRIs, recent blood tests etc.

Of course.  We treat people who require carers to be with them and also parents with young children who are unable to get childcare for their appointment.  We have seating areas both in the treatment room and the waiting area that people can use.  There is also a cafe area within the building just outside the treatment room.

Online bookings are available for all of our services.

You will receive an email confirmation of your booking and a reminder 48 hours and 24 hours prior to your appointment.

If you are unable to attend an appointment, please give us at least 24 hours notice to avoid a cancellation fee.

Confirm Your AXA Physiotherapy Cover

Call AXA Health Insurance and confirm that your membership covers physiotherapy treatments. You’ll need your membership number to ask for such details. Confirm whether you need a GP referral for authorisation of physiotherapy treatment. Members who need a GP referral can get one within a day or two through AXA’s online/phone GP service or you can go through your NHS GP.

Get Authorisation to See Us

Let AXA London Insurance know that you wish to book an appointment with us and get authorization. You’ll provide them with our company name (Park Health Physiotherapy), the name of the therapist treating you, and their registration number.

You can get these details by emailing us at innsurance@parkhealthphysio.com Keep your authorisation/claim number safe. Find out details of excess pay, and allowance (number of sessions covered by AXA or total amount AXA will pay for physiotherapy treatment).

Book Your Appointment

You can book an appointment with us online. Make sure you provide us with your AXA membership number, authorisation/claim number, excess details and allowance information.

Pay Any Excess

Check how much excess you need to pay to our clinic. It depends on your policy type. You’ll get an email from AXA after authorisation detailing how much must be paid to us. The excess amount varies depending on your membership/policy type but usually hovers around £100-£150 for most musculoskeletal and neurological conditions. Since billing approvals take at least a few weeks, we’ll most likely send you a payment request for excess after your treatment has begun.

Ongoing treatment or more sessions

In case your treatment requires more sessions for physiotherapy than what’s been approved by AXA, you have two options: pay for the remaining sessions out of pocket or request AXA for more sessions and get a new authorisation code. Our team can help you request more sessions from AXA by providing proper reasoning and documentation for more sessions.

Essential Information Before Your First Appointment

Your appointment booking process will go through much quicker if you come prepared with the information needed for correct billing. Here’s the information you’ll need to give us and AXA:

• GP referral if you were required to have one.

• Provide us with your AXA membership number, authorization number, allowance (either number of sessions or total amount) and excess details.

• Promptly pay the excess at the right stage of the billing process (that’s the amount you pay out of pocket for your treatment).

• Keep important details safe, like our clinic name (Park Health Physiotherapy) and registration number, which AXA may ask for when approving your sessions.

If you need to cancel or reschedule your appointment we ask that you do so promptly in order to be respectful of the needs of other patients. You are required to do so no less than 24 hours in advance of your scheduled appointment time.  Appointments are in high demand, and your early cancellation will give another person the opportunity to receive care in a timely manner. 

Please note that you cannot reschedule an appointment within 24 hours* of it being due to take place.  This would be categorised as a cancelled appointment due to it falling outside the 24 hour period required for us to be able to fill it with another patient and will incur a cancellation fee of the full treatment cost.

*Please note that for Monday appointments the deadline for receiving cancellations is on the preceding Saturday by 5:00pm.

A "No Show" means missing your scheduled appointment without giving notice. While we understand emergencies happen, failing to cancel prevents other patients from receiving necessary treatment and disrupts our ability to provide timely therapeutic services.

This will result in a non-refundable charge of the full treatment cost.

A copy of our privacy policy can be found here

If you are having any issues with the booking system or changing your appointment with the pre-24hr timeframe then please send as an email at info@parkhealthphysio.com and we will be happy to help.