07944660192

FAQ’s

Click below to find answers to our most common questions.

Where are you?

We get about a bit!

Our business HQ is at South Devon House, Babbage Road, Totnes, Devon, TQ9 5LH (in the UK) but this is an office base not a clinic. Our team works remotely from our bases in Torquay, Paignton, Brixham, Totnes and Exeter.  We are essentially a mobile clinic and we visit many areas of Devon regularly.

If you are out of area and want to commission some Zest Pro work for your care home for example, we’d love to help you, give us a call and see what we can work out for you.

For more details go to our Contact Us page or call us on 07944660192.

What areas do you visit?

We visit clients mostly in Torbay, Newton Abbot and the South Hams.

Our business HQ is at South Devon House, Babbage Road, Totnes, Devon, TQ9 5LH (in the UK) but this is an office base not a clinic. Our team works remotely from our bases in Torquay, Paignton, Brixham, Totnes and Exeter.  We are essentially a mobile clinic and we visit many areas of Devon regularly.

We will consider taking on clients in other areas of Devon such as Exeter, Teignmouth, Bovey Tracey, Dartmoor and Plymouth but we may ask for you to cover travel expenses for our therapists to visit you in these outlying areas. Give us a call on 07944660192 and see what we can do to help you.

If you are out of area and want to commission some Zest Pro – Care Consultancy  work for your nursing or residential care home for example, we’d love to help you, give us a call and let’s see what we can work out for you.

For more details go to our Contact Us page or call us on 07944660192.

Can we visit your clinic?

We are unique in that we don’t run our practice from a clinic.

We specialise in home visits and find this is the most useful way to help our clients. Often this allows us to get a better idea of your lifestyle and the goals you want to work on with us and it is of course more convenient for our clients.

We bring all the mobile equipment that we may use such as therapy table or seated massage chair, or mobility and exercise equipment. If you need the use of parallel bars or a set of therapy stairs for example we can arrange access for you in a clinic environment and meet you there.

Our business HQ is at South Devon House, Babbage Road, Totnes, Devon, TQ9 5LH (in the UK) but this is an office base not a clinic. Our team works remotely from our bases in Torquay, Paignton, Brixham, Totnes and Exeter.  We are essentially a mobile clinic and we visit many areas of Devon regularly.

.For more details go to our Contact Us page or call us on 07944660192.

How do I book a home visit?

Easy Peasy. You can simply call us on 07944660192.

If you prefer you can message us using our Contact Us page.

We will ask you a few questions about what you hope to achieve, and take note of your contact details and medical history. We will then check that our therapist is available and call you back to confirm your appointment.

Do I need a referral from my doctor?

No. You do not need a referral from your doctor to access our services.

However if your doctor, consultant, specialist nurse or other healthcare professional wants to refer you to us then this can be very helpful for us too.

Useful referral information include contact details, medical history, medication lists, social history and aims of physiotherapy input.

Referrals can be made via telephone on 07944660192

or via mail using our business address:

Zest Physiotherapy, South Devon House, Babbage Road, Totnes, Devon, TQ9 5JA

 

Who else can refer me for a home visit?

You can refer yourself.

Or we accept referrals from doctors, consultants and other health care professionals.

If you wish to refer a friend or family member we advise you to ask their permission first.

Useful referral information include contact details, medical history, medication lists, social history and aims of physiotherapy input.

Referrals can be made via telephone on 07944660192

or via mail using our business address:

Zest Physiotherapy, South Devon House, Babbage Road, Totnes, Devon, TQ9 5JA

I have surgery booked, can I book my visits in advance?

If you have elective surgery planned we can arrange to visit when you are discharged from hospital and can visit you as often as you would like to aid your recovery.

To arrange this in advance call us on 07944660192.

If you prefer you can message us using our Contact Us page.

We will ask you a few questions about what you hope to achieve, and take note of your contact details and medical history. We will then check that our therapist is available and call you back to confirm your appointments.

I need a home visit urgently, how soon can you visit?

We don’t have long waiting lists.

If you need an urgent physiotherapy home visit give us a call on 07944660192 and we will try our best to see you as soon as we can.

If you prefer you can message us using our Contact Us page.

We will ask you a few questions about what you hope to achieve, and take note of your contact details and medical history. We will then check that our therapist is available and call you back to confirm your appointment.

I am at my best in the mornings/afternoons/evenings, can I choose a time to suit me?

Yes we understand that you may have times of the day that suit you best for whatever reason. Just let us know what works best for you.

How do I cancel my home visit?

To cancel your appointment call us on 07944660192 and we can pass the message on to your therapist.

We understand that sometimes you may need to cancel your home visit. We ask that you give us as much notice as possible, ideally 24 hours.

 

How do I book a free 15 minute telephone consultation?

If you are not sure if physiotherapy is for you and you have some questions to ask us, you can book in a FREE 15 minute telephone consultation. We will try to help you as best we can.

To book a quick chat simply call us on 07944660192 and we will book in a time for our physiotherapist to call you back.

If you prefer you can message us using our Contact Us page

How long does a home visit take?

The length of time each appointment takes can vary. As a rough guide a first appointment (for one client), usually takes around an hour for a full assessment. This is sometimes a little longer and sometimes a little shorter depending on your situation and whether all the information required to put together a plan can be obtained during the visit.

Our fees are per visit rather than an hourly rate. If your sessions require much longer than an hour we will discuss this with you in advance.

For more details go to our Contact Us page or call us on 07944660192.

Can I have private physiotherapy alongside my NHS treatment?

Using our services should not exclude you from your NHS care in any way.

Our physiotherapists are happy to visit you while you are on the NHS waiting list for physiotherapy. Once you are being seen by the NHS we can stand back until you need us again. Seeing private and NHS physiotherapists at the same time can be a little more complicated and we believe it is best to have open communication between all therapists if this is the case.

We can also provide a handover to your NHS physiotherapist. We ask that they call us on 07944660192.

 

How much will it cost for physiotherapy at home?

We are confident that our fees are reasonable, especially given how good we are at what we do. Please give us a call to discuss your needs on 07944660192

How do I pay for my home visit?

We accept payment via bank transfer or cheque.

We will send you an invoice by email you on the day of your visit.  Our favourite clients settle their invoice within a week of receiving it.

When you book your appointment we will discuss how best to pay for your home visit. If you are a friend or family member who wishes to pay on a client’s behalf please let us know at time of booking and we can send the invoice to you directly.

Our invoices contain the information you will need to be able to pay for your visit via bank transfer and also our business address if you wish to send us a cheque in the post.  We can accept payment via cheque when sent to our business address at Zest Physiotherapy, South Devon House, Babbage Road, Totnes, Devon, TQ9 5JA. If you have lost the invoice and payment details please give us a call on 07944660192 for a reminder.

If it is more appropriate to send the invoice by post we can do this and receipts can be sent via email or post on request.

If you have health insurance and wish to use this to pay, please go to Can I use my insurance to pay for my home visit?

Adults who are eligible for NHS Continuing Healthcare (CHC) funding have had a legal right to have a personal health budget since October 2014. NHS England and NHS Improvement expects that unless there are exceptional circumstances, everyone living in their own home who is in receipt of NHS Continuing Healthcare funding will have a personal health budget.

You may be able to use your personal health budget to commission services via Zest Physiotherapy and you should contact you care manager or GP to discuss how you might access this.

 

How do I make a complaint?

If you are not happy with our service for any reason please call us on 07944660192. We welcome your ideas for how we can improve our services.

If you prefer you can message us using our Contact Us page.

If you are unhappy with the care or service you have received from one of our registered professionals, it is usually best to tell the therapist themselves in the first instance or you can speak to our management to give us the opportunity to put things right.

All of our therapists are registered with the Health Care Professions Council (HCPC) which means we have standards of conduct, performance and ethics. If you think a professional may have breached these standards, or could be a risk to the public or to public confidence in the profession, please continue to raise your concern with us or via the Health Care Professions Council (HCPC).

How do I give positive feedback?

We love to hear about your experience of working with Zest Physiotherapy as you can see from our Zestimonials page.

We don’t aim to be Devon’s best kept secret and your feedback is important for us to celebrate our successes and share these with potential new clients so that we can go on to help more people just like you.

You can submit feedback using our Contact Us page. Thank you!

Can I use my insurance to pay for my home visit?

We are currently recognised providers for:

Aviva

AXA PPP

Simply Health

Vitality Health

Please note that your insurance provider may not repay you the whole amount of the invoice. You should check this with your provider. We ask that all clients using health insurance pay for your sessions first and then claim back any compensation from your insurance provider to avoid any discrepancies in settling your invoice.

If we are not registered with your insurance provider please let us know so that we can apply to become a recognised provider. This can be processed quickly.

Often insurance providers will ask for some details regarding your physiotherapist’s HCPC and CSP registration numbers, please call us on 07944660192 for these. They are also detailed on your invoice if you need this information later.

What happens if I need equipment?

We have some mobility equipment available to trial free of charge and we are happy to check out any equipment you may already own to check it is suitable.

Following your assessment we may recommend you purchase or hire some equipment.

You can try the following businesses based in Torbay who both deliver and fit equipment for your use.

Cavendish Mobility 01803 226 993

New Ability 01803 555 961

How do you keep my information safe? (GDPR)

Why we collect information about you

Our health professionals caring for you keep records about your health and any treatment and care you receive from the Zest Physiotherapy team.

These help us to make sure that you receive the best possible care from us and is a professional standard that we must maintain to practice safely.

These may be written down or held on our practice management computer system.

The records may include:

  • Basic details about you, such as address and next of kin
  • Contacts we have had with you, such as home visit records or telephone conversations
  • Notes and reports about your health and any treatment and care you need
  • Details and records about the treatment and care you receive
  • Results of investigations, such as X-rays and laboratory tests
  • Relevant information from other health professionals, relatives, or those who care for you and know you well

How your records are used to help you

Your records are used to guide and administer the care you receive to ensure:

  • Your healthcare professionals in your care have accurate and up to date information to assess your health and decide what care you may need in the future
  • Full information is available should you see another therapist or be referred to a doctor, specialist or other healthcare provider
  • There is a good basis for assessing the type and quality of care you have received
  • Your concerns can be properly investigated if you need to complain

How your records are used to help us

Your information may also be used to help us:

  • Audit our accounts and services
  • Investigate complaints, legal claims or untoward incidents
  • Make sure our services meet the needs of our clients in the future
  • Prepare statistics on our performance
  • Review the care we provide to ensure it is of the highest standard
  • Teach and train healthcare professionals
  • Conduct health research and development
  • Charge appropriately for our services where applicable
  • Send appointment confirmation and reminders to you

We will only process your data for lawful purposes. For most of these purposes we will not ask for you consent. Where we would like to use your data for purposes not directly related to the provision of healthcare e.g research, we will either anonymise your date of ask for your consent.

Who are our partner organisations?

The principle partner organisations with who your information may be shared are:

  • Health Authorities
  • NHS Trusts
  • General Practitioners (GPS) and Consultants
  • Ambulance Services
  • NHS Clinical Commissioning Groups or Commissioning Support Units
  • Your care agency or care home staff (where applicable)

Your information may also, subject to strict agreements describing how it will be used, be shared with:

  • NHS Common Services Agencies
  • Social Services
  • Education Services
  • Local Authorities
  • Voluntary Sector Providers
  • Health Insurance Companies (where applicable)
  • Other Private Sector Healthcare Providers
  • Suppliers of Services or products (including 3rd Parties outside of the EEA)
  • Private Healthcare Information Network

How we keep your records confidential

Everyone working with Zest Physiotherapy has a legal duty to keep information about you confidential.

You may be receiving care from other organisations as well as Zest Physiotherapy (such as the NHS or Social Services or Care Agencies) and we may need to share some information about you so we can all work together for your benefit. However, we will only ever use or pass on information if others involved in your care have a genuine need for it. We will not disclose you information to third parties without your permission unless their are exceptional circumstance, such as when the health and safety of others is at risk or where the law requires information to be passed on. Anyone who receives information from us is also under a legal duty to keep it confidential.

We are also required by law to report certain information to the appropriate authorities. This is only provided after formal permission has been given by a qualified health professional. Occasions when we must pass on information include:

  • Where we encounter infectious diseases which may endanger the safety of others, such as meningitis or measles (but not HIV / AIDS)
  • Where a formal court order has been issued

Our guiding principle is that we are holding your records in strictest confidence.

How you can get access to your own health records

The General Data Protection Regulation (GDPR) as it applies in the UK, tailored by the Data Protection Act 2018 allows you to find out what information about you is held on computer and in manual records. This is known as the ‘right of subject access’ and it applies to your health records.

You are entitled to view or receive a copy of your record. If you would like to see your records, we would ask that you make a request to Zest Physiotherapy Headquarters. You should be aware that in certain circumstnaces, your right to see some details in your health records may be limited in your own interest or for other reasons acceptable in law.

Further information

If you would like to know more about your rights under the General Data Protection Regulation (GPDR) you can find out more here on the Information Commissioners Office Website ICO

If you would like to discuss this with us further message us on our Contact Us page or call us on 07944660192.

 

Zest Physiotherapy aims to motivate older people to engage in taking positive steps to proactively improve their health and wellbeing, enabling them to maintain their Zest for life.

© 2020 Zest Physiotherapy.