Question 1

Can a family member or carer be present?

Accepted Answer

Yes, absolutely. We strongly encourage family members or carers to be present, especially during the initial assessment. This helps everyone understand the treatment plan, learn how to support exercises at home, and be involved in goal-setting. Many families find it reassuring to meet the therapist who will be visiting their loved one.

Question 2

Do I need a GP referral?

Accepted Answer

No — you can self-refer directly to us. There's no need for a GP letter or consultant referral. However, if your GP or consultant has recommended physiotherapy or occupational therapy, please let us know so we can coordinate your care appropriately.

Question 3

Do I need a referral for private home physiotherapy or OT?

Accepted Answer

No. You can contact us directly to arrange a home visit — no GP referral needed. We can liaise with your GP afterwards if you wish.

Question 4

Do I need a doctor's referral for private physiotherapy or occupational therapy?

Accepted Answer

No, you do not need a GP referral to book a home visit with Medella. You can contact us directly to arrange a free phone consultation to discuss your needs.

Question 5

How much does a home visit cost?

Accepted Answer

Physiotherapy sessions start from £60 for a 30-minute follow-up. Initial assessments are £120. The first 5 miles of travel are free. Visit our prices page for full details.

Question 6

How do I pay for the sessions?

Accepted Answer

We invoice monthly in arrears — you receive all your therapy for a calendar month and we send an invoice at the start of the following month. You can pay by bank transfer, card, direct debit via GoCardless, or cheque. See our pricing page for full details, or pay an invoice online.

Question 7

What's the difference between physiotherapy and occupational therapy?

Accepted Answer

Physiotherapy focuses on movement, strength, balance, and physical function. Occupational therapy focuses on daily living skills, home safety, and equipment to help you stay independent. We often combine both for the best results.

Question 8

Which areas do you cover?

Accepted Answer

We provide home visits across Hampshire, Dorset, and Wiltshire. Our core service areas include Bournemouth, Poole, Christchurch, Southampton, Salisbury, Ringwood, Ferndown, Wimborne, and the surrounding towns. The first 5 miles of travel are free, with additional mileage at £2 per mile. If you're unsure whether we cover your location, contact us or view our full coverage area.

Question 9

How quickly can I be seen?

Accepted Answer

We typically arrange an initial assessment within a week of your first call. For hospital discharge or urgent rehabilitation needs, we can often arrange an expedited assessment within 48 hours — just let us know when you call.

Question 10

Do you work with private health insurance?

Accepted Answer

We are a self-pay service and don't work directly with insurance companies. However, most insurers will reimburse you for part of the cost if you submit a claim yourself. We provide fully itemised invoices for this purpose. Cash plan policies (SimplyHealth, Medicash, WPA) are particularly straightforward. See our pricing page for more details on insurance and funding options.

Question 11

How long are the treatment sessions?

Accepted Answer

The initial home assessment is approximately 60-90 minutes. This allows time for a thorough evaluation, discussion of your goals, and creation of your treatment plan. Follow-up sessions are typically 30 or 45 minutes, depending on what you need. Your therapist will recommend the right session length during your initial assessment.

Question 12

Are your therapists qualified?

Accepted Answer

Yes. All therapists are HCPC registered. Physiotherapists are CSP members; OTs are RCOT members. Everyone is Enhanced DBS checked.

Question 13

What if I need to cancel or reschedule?

Accepted Answer

We understand plans change. To avoid a charge, please provide at least 48 hours' notice. Cancellations with 24-48 hours' notice incur a £30 fee; less than 24 hours or missed appointments are charged at £60 plus travel costs. Contact your therapist directly or call us to reschedule.

Question 14

Are there any hidden costs?

Accepted Answer

No. Our pricing is transparent. The only additional costs are for travel beyond 5 miles or for specialist reports or equipment — all of which are discussed and agreed with you in advance. The prices on this page are exactly what you'll pay.

Question 15

Can I claim through my health insurance?

Accepted Answer

We don't work directly with insurers because they pay standard rates that don't reflect the experience of our therapists or the cost of home visits. However, most insurers will agree to reimburse you for part of the cost. We provide fully itemised invoices that you can submit for reimbursement. Cash plan policies (SimplyHealth, Medicash, WPA) are particularly straightforward.

Question 16

How does payment and invoicing work?

Accepted Answer

We send invoices monthly in arrears. You receive all your therapy for a calendar month, and we send an invoice at the beginning of the following month. You can pay via bank transfer, card, direct debit, or cheque. Pay an invoice online.

Question 17

What is the difference between physiotherapy and occupational therapy?

Accepted Answer

Physiotherapy focuses on physical mobility, strength, balance, and pain management. Occupational therapy (OT) focuses on the practical side of daily living — helping you adapt your home and find easier ways to perform tasks like washing, dressing, and cooking so you can remain independent.

Question 18

Do you visit patients in care homes?

Accepted Answer

Yes. We provide physiotherapy to residents in care homes across Hampshire, Dorset, and Wiltshire. We work alongside care home staff to deliver dedicated, one-to-one therapy. Learn more about our care home service.

Question 19

What is the difference between physiotherapy and occupational therapy?

Accepted Answer

While physiotherapy focuses on physical mobility, strength, and movement, occupational therapy (OT) focuses on the practical side of daily living. Our OTs help you adapt your home and find easier ways to perform tasks like washing, dressing, and cooking so you can remain independent.

Question 20

Can you help with home equipment and adaptations?

Accepted Answer

Yes. We can assess your home environment and recommend specific aids (such as grab rails, stairlifts, or specialist seating) to improve safety and comfort. We can also help source this equipment for you.

Question 21

Will exercise make my arthritis worse?

Accepted Answer

This is one of the most common concerns we hear. The evidence is clear: gentle, controlled exercise actually helps arthritic joints. Strengthening the muscles around the joint reduces the load on the bone and cartilage, often leading to less pain over time. Your therapist will design a programme that is safe and appropriate for your current condition.

Question 22

Will they understand what to do?

Accepted Answer

We are experts in communicating with people living with dementia. We do not give complex instructions. Instead, we use physical prompts, clear visual cues, and "mirroring" (doing the movement alongside them). We also focus on making sessions engaging and enjoyable rather than a chore.

Question 23

Is it too late to improve my mobility?

Accepted Answer

It is rarely too late. Research shows that physical abilities can be improved even in people aged 90 and above. While the goal may not be running a marathon, we can almost always improve stability, confidence, and the ability to perform daily activities safely. Speak to Naomi for honest advice on what is achievable in your situation.

Question 24

What is a falls assessment?

Accepted Answer

A falls assessment is a comprehensive evaluation carried out in your parent's home by a physiotherapist and/or occupational therapist. The physio assesses physical factors — balance, leg strength, walking pattern, and coordination. The OT assesses environmental factors — trip hazards, lighting, bathroom safety, and daily routines. Together, this gives us the full picture of why falls are happening, or are likely to happen, and what to do about it.

Question 25

When should I start physiotherapy after hip replacement?

Accepted Answer

Ideally within the first week of being discharged from hospital. Early intervention prevents stiffness from setting in, ensures you develop a correct walking pattern from the start, and reduces the risk of complications. Contact us before you leave hospital if possible — we can often arrange a first visit within days.

Question 26

How quickly can you start after hospital discharge?

Accepted Answer

We can often arrange a first home visit within 48 hours of your call. If discharge is imminent, contact us as soon as possible — we can help prepare the home and have a therapist ready to visit shortly after your parent arrives home. Early intervention produces the best outcomes.

Question 27

When should I start physiotherapy after knee replacement?

Accepted Answer

Ideally within the first week of being home. You will have been given basic exercises in hospital, but guided, hands-on physiotherapy within the first 2-5 days of discharge makes a significant difference. The first 6 weeks are the golden window for regaining range of movement — early intervention prevents scar tissue from limiting your bend. Contact us before your operation if possible so we can visit within days of you returning home.

Question 28

Do I need a doctor's referral?

Accepted Answer

No, you can contact us directly. However, if you have a complex neurological history, we may ask (with your permission) to see discharge letters or scan results to ensure we build the safest possible plan for you.

Question 29

Can physio really help at this stage?

Accepted Answer

Yes. Even when a condition cannot be reversed, physiotherapy can significantly improve comfort. Gentle positioning, breathing techniques, and hands-on treatment can ease pain, reduce breathlessness, and help maintain the ability to do meaningful activities for longer. Our focus shifts from rehabilitation to comfort and quality of life.

Question 30

When should I start physiotherapy after surgery?

Accepted Answer

Ideally within the first week of being discharged. The first 6-12 weeks are the "golden window" for regaining range of movement, especially after knee replacements. Early intervention prevents stiffness from setting in and ensures you do not develop bad walking habits. Contact us before you leave hospital if possible so we can visit within days.

Question 31

Will the exercises make me more out of breath?

Accepted Answer

Our goal is to make you less breathless, not more. We start very gently, focusing on breathing control first. Any physical activity is introduced slowly and safely at your own pace. Over time, most patients find they can do more with less effort.

Question 32

When should I start physiotherapy after spinal surgery?

Accepted Answer

Ideally within the first week or two of being discharged. Early, supervised mobilisation prevents deconditioning and ensures you develop safe movement habits from the start. Contact us before you leave hospital if possible — we can visit within days of your return home.

Question 33

When should stroke rehab start?

Accepted Answer

As soon as your loved one is medically stable. The brain is most receptive to rehabilitation in the early weeks and months after a stroke. If they are about to be discharged from hospital, contact us before they come home so there is no gap between hospital and home therapy. That said, improvements can still be made months and even years post-stroke, so it is never too late to start.

Question 34

How quickly can you fix vertigo (BPPV)?

Accepted Answer

If your dizziness is caused by BPPV (loose crystals in the inner ear), results can be dramatic. We can often resolve the spinning sensation in just one to three sessions using the Epley Manoeuvre. Other vestibular conditions may take longer and require a consistent exercise programme, but most patients notice improvements within the first few weeks.

Question 35

Do I need a GP referral?

Accepted Answer

No. You can contact us directly to arrange a home visit. We will liaise with your GP if needed as part of your care.

Question 36

Can you work with carers or family members?

Accepted Answer

Yes, this is a central part of our role. We teach family members or paid carers how to safely assist with walking, transfers (getting out of bed or chairs), and exercises. This ensures rehabilitation continues safely even when we are not there. We also offer dedicated carer training and moving & handling sessions.

Question 37

Do I need a doctor's referral?

Accepted Answer

No. As a private service, you do not need a GP referral — you can contact us directly to book. However, we are happy to communicate with your GP or consultant to ensure a joined-up approach to your care.

Question 38

How do I know if my parent is at risk of falling?

Accepted Answer

Warning signs to watch for include "furniture surfing" (holding onto chairs and walls to walk), hesitation on stairs, shuffling feet, near-misses they brush off, or simply saying they feel unsteady. A change in confidence — going out less, avoiding the stairs, or being reluctant to walk unaided — is also a strong indicator. If any of these sound familiar, a home falls risk assessment can identify the specific causes before an injury occurs.

Question 39

How often will I need sessions?

Accepted Answer

Most patients benefit from one to two sessions per week in the early stages, gradually reducing as strength and confidence improve. The exact frequency depends on your surgical approach, your progress, and your goals. There are no contracts — you can increase, reduce, or stop sessions at any time.

Question 40

Do you work alongside NHS community teams?

Accepted Answer

Yes. Many families use us to supplement NHS therapy when community waiting lists are long. We coordinate with NHS therapists, GPs, and hospital discharge teams, sharing progress notes with your consent. We step in where NHS provision has gaps — and step back when NHS services come on stream.

Question 41

How often will I need sessions?

Accepted Answer

Most patients benefit from two sessions per week in the early stages (weeks 1-6), reducing to once per week as strength and range improve. Some people prefer more intensive input initially. There are no contracts — you can increase, decrease, or stop sessions at any point.

Question 42

Can you help with progressive conditions like MS or Parkinson's?

Accepted Answer

Absolutely. While we cannot cure a progressive condition, specialist therapy is vital for maintaining function. We focus on "maintenance and management" — keeping you strong, flexible, and independent for as long as possible to prevent deterioration. Many of our clients with Parkinson's or MS see us regularly over months or years.

Question 43

What if my loved one is bedbound?

Accepted Answer

We regularly support people who are bedbound. Our physiotherapists can help with positioning for comfort, gentle passive movements to prevent stiffness, and breathing techniques. Our occupational therapists can advise on pressure relief, equipment, and helping carers with safe repositioning.

Question 44

Will the treatment hurt?

Accepted Answer

Post-surgical rehab requires some hard work, and it can be uncomfortable to move a stiff joint. However, we never force pain. Our goal is to manage your discomfort while gently pushing your progress. We always work within your tolerance levels and adjust exercises as needed.

Question 45

Can you help if I am on oxygen?

Accepted Answer

Yes. We are experienced in treating patients on long-term oxygen therapy. We can help you manage your tubing safely and maximise your mobility while on oxygen. Your therapist will work with your existing respiratory team to ensure a joined-up approach.

Question 46

When can I drive after spinal surgery?

Accepted Answer

Usually only once you can perform an emergency stop without pain and are no longer taking strong painkillers — typically six weeks or more, depending on your procedure. Always check with your surgeon. We can help you build towards this milestone as part of your rehabilitation plan.

Question 47

Do you treat all types of stroke?

Accepted Answer

Yes. Whether the stroke was caused by a clot (ischaemic), bleeding in the brain (haemorrhagic), or was a "mini-stroke" (TIA), our rehabilitation principles remain the same. We focus on your loved one's specific symptoms and goals. If their recovery requires speech therapy or dietetics, we can work alongside your existing NHS team or recommend private specialists.

Question 48

Will the exercises make me feel dizzy or sick?

Accepted Answer

Sometimes, briefly. Vestibular rehabilitation works by retraining the brain, which requires exposing it to the movements that trigger your dizziness. We always work at your pace, and while you might feel momentarily unsteady during the session, this is a sign the treatment is targeting the right area. The temporary discomfort is worthwhile — it means recovery is happening.

Question 49

Can you help during a flare-up?

Accepted Answer

Yes. When arthritis flares up, complete rest can sometimes make things worse. We can guide you on the right balance of rest and gentle movement to get you through a bad patch, and adjust your programme accordingly.

Question 50

What if they refuse to do the exercises?

Accepted Answer

This is common, and we never force it. If someone is agitated or unwilling, we adapt. "Exercises" might turn into a walk to the garden to look at the flowers, or gentle movement to their favourite music. Our goal is movement and safety, however we achieve it. Patience and flexibility are what set specialist dementia therapy apart.

Question 51

Do you visit patients in care homes?

Accepted Answer

Yes. We provide rehabilitation and support to residents in care homes across Hampshire, Dorset, and Wiltshire. We work alongside care home staff to deliver the dedicated, one-to-one therapy that busy staff may not have time for. Learn more about our care home service.

Question 52

Can the risk of falling be completely removed?

Accepted Answer

No intervention can eliminate all risk. However, research shows that targeted physiotherapy — particularly the Otago Exercise Programme — can reduce fall risk by up to 35% in older adults. Combined with home modifications from an occupational therapist, most families see a significant reduction in falls and near-misses, along with improved confidence and independence.

Question 53

When can I drive again after hip replacement?

Accepted Answer

Most surgeons advise waiting at least six weeks before driving, though this varies depending on which hip was operated on and whether you drive an automatic or manual car. You must be able to perform an emergency stop safely. Your therapist can assess your readiness and advise on when it is safe to return to driving.

Question 54

My parent is confused after their hospital stay. Can you still help?

Accepted Answer

Post-hospital confusion (delirium) is very common in older adults, particularly after anaesthesia, infection, or a prolonged stay. Our therapists are experienced in adapting their approach for patients with confusion, and can coordinate with our dementia support service if ongoing cognitive difficulties are identified.

Question 55

When can I drive again after knee replacement?

Accepted Answer

Most surgeons advise waiting at least 6 weeks after surgery, and only once you can perform an emergency stop safely. For left knee replacements in an automatic car, this may be sooner. Your therapist can assess your readiness and advise when it is safe to begin driving again. You should also check with your insurance provider.

Question 56

Do I need both a Physio and an OT?

Accepted Answer

Not always, but they often work best together. We usually recommend an initial discussion to see which discipline you need most right now. Many of our clients start with one and bring in the other later as their needs change. Naomi can advise on the best approach during your free phone consultation.

Question 57

Do you work alongside NHS palliative care teams?

Accepted Answer

Yes. We work closely with GPs, district nurses, Macmillan nurses, hospice teams, and other palliative care professionals. With your consent, we share relevant information so that your loved one's care is fully coordinated. We complement — not replace — the excellent work of NHS and hospice services.

Question 58

How often will I need sessions?

Accepted Answer

Most patients benefit from one to two sessions per week in the early stages, reducing as strength and confidence improve. The exact frequency depends on your surgery, your progress, and your goals. There are no contracts — you can increase, decrease, or stop sessions at any time.

Question 59

Do I need a doctor's referral?

Accepted Answer

No, you can contact us directly. However, for respiratory conditions it is often helpful if we can see your latest clinic letter or discharge summary to understand your medical history fully. This helps us tailor treatment safely to your specific condition.

Question 60

Why does my leg still hurt after decompression surgery?

Accepted Answer

Nerves heal much more slowly than muscle or bone. It is common for nerves to remain sensitive or "wake up" after pressure is removed, causing temporary tingling, numbness, or altered sensation. This usually improves over weeks to months. Neural mobilisation techniques, which our physiotherapists can teach you, can help speed this process.

Question 61

How long does stroke recovery take?

Accepted Answer

This varies enormously depending on the severity of the stroke and the individual. The most rapid progress typically happens in the first three to six months, but meaningful improvements can continue well beyond that with regular therapy. We set clear, measurable goals and review progress regularly so you always know how things are going.

Question 62

Do I need a doctor's referral or an MRI?

Accepted Answer

No. Our physiotherapists are trained to perform comprehensive vestibular assessments in your home, including specific diagnostic tests like the Dix-Hallpike test. You do not need a GP referral to see us. If we identify any signs that require further medical investigation, we will refer you to your GP immediately.

Question 63

How many sessions will I need?

Accepted Answer

This varies depending on the severity of your condition and your goals. Some clients see significant improvement within 4--6 sessions, while others benefit from longer-term support. We will discuss a realistic plan during your first assessment.

Question 64

Do you visit patients in care homes?

Accepted Answer

Yes. We provide rehabilitation and support to residents in care homes across Hampshire, Dorset, and Wiltshire, including those living with dementia. We work alongside care home staff to deliver the dedicated, one-to-one therapy that busy staff may not have time for. Learn more about our care home service.

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