Yes, you can choose your own HCPC-registered physiotherapist. However, some providers may charge above the usual cost, and you may need to pay the difference.

Yes. If clinically appropriate, your Ascenti physiotherapist will arrange face-to-face sessions.

Yes. You can still use this service. It ensures you receive the most appropriate care from an independent physiotherapist.

Yes, this service is available subject to your policy having available outpatient cover, which includes physiotherapy benefits.

Your initial virtual assessment is covered in full (no excess). Any follow-up treatment is covered under your policy, subject to your outpatient limit and excess.

No. You can call the Freedom Health Claims team via the dedicated Freedom Physiotherapy line on 01202 756 357. This means you can start your physiotherapy journey without needing a GP referral.

A video or phone assessment allows a physiotherapist to quickly understand your condition, provide personalised exercises, and recommend the right treatment plan. If hands-on treatment is required, they will arrange a face-to-face appointment.

Please contact Ascenti Physio directly by phone, email, or online form. You can access their contact details via this link. Please note you cannot cancel via SMS.

Once your appointment is confirmed, you will receive full clinic details by email or text. You can also search for available clinics at any time using Ascenti Phsyio's online clinic finder.

Your data is handled securely using high-standard, ISO-accredited systems. Strict privacy and confidentiality are maintained at all times.

Appointments typically last up to 30 minutes, giving your physiotherapist enough time to assess your condition, guide you through exercises, and provide tailored advice.

The number of appointments you need will depend on your condition. Following your initial assessment, your physiotherapist will recommend a treatment plan, which may include up to 5 face-to-face sessions based on clinical need.

Initial virtual assessments are usually available within 1 working day, subject to availability.

Physiotherapy can help with a wide range of musculoskeletal issues, including:

• Back and neck pain
• Joint pain (shoulder, knee, hip)
• Acute muscle injuries
• Muscle strains and sprains

During follow-up appointments, your physiotherapist will assess your progress, deliver any necessary treatment such as guided exercises or hands-on therapy, and adjust your plan to keep your recovery on track.

At your first appointment, your physiotherapist will discuss your symptoms and medical history, assess the affected area, and provide a clear diagnosis and treatment plan. In some cases, treatment may begin during the session, and if needed, you may be referred to a specialist.

If clinically needed, your physiotherapist may recommend further investigations or refer you to a specialist.

Conditions that existed before your cover started are usually treated as pre-existing and may not be covered, depending on your policy. Full details can be found in your policy documents, and our team is available if you would like help understanding your cover.

You must give at least 24 hours’ notice. Late cancellations may be charged.

Yes. Personalised exercises are a core part of your treatment and will always be provided, whether your care is delivered face to face or through self management.

Yes. All Ascenti physiotherapists are fully qualified, degree-trained professionals and registered with the HCPC.