What to Expect From Your First Home Visit
Starting home physiotherapy or occupational therapy is straightforward and stress-free. We've designed our service to be clear from the very first phone call, so you know exactly what to expect at every stage.
Whether you're arranging care for yourself or a loved one, this guide walks you through our simple three-step process — from your free initial consultation to your personalised treatment plan.
Your Journey to Recovery
Our home visit service follows a simple, reassuring process. Here's what happens from your first enquiry to your ongoing care.
Your Free Phone Consultation
It all starts with a friendly, no-obligation chat. When you call us on 01425 490151, our team will listen to your situation, answer your questions, and help determine whether physiotherapy, occupational therapy, or both would be most helpful.
This call typically takes 10-15 minutes. We'll gather essential information about your needs, mobility, and any relevant medical history. There's no pressure — if you're not sure whether we can help, we'll give you honest advice.
A Personal Introduction From Your Therapist
Based on our conversation, we'll match you with the most suitable therapist from our experienced team. Your allocated therapist will then contact you directly to introduce themselves and arrange a convenient time for your first home visit.
This personal touch means you'll know exactly who is coming to your door before your first appointment. Many of our patients tell us this helps put them at ease, especially if they're nervous about starting therapy.
Your Initial Assessment at Home
Your dedicated therapist will visit you at home to conduct a comprehensive assessment. This first session typically lasts 60-90 minutes and includes a thorough evaluation of your condition, discussion of your goals, and creation of a personalised treatment plan.
Being assessed in your own home allows your therapist to see the real environment you live in — your stairs, your bathroom, your furniture. This practical insight helps us create treatment plans and exercise programmes that actually work for your daily life.
How to Prepare for Your First Visit
A little preparation helps us make the most of your initial assessment. Here's what to have ready.
Medical Information
Please have any relevant hospital discharge letters, consultant reports, or a list of your current medications handy. These help your therapist understand your full medical picture.
Comfortable Clothing
Wear loose, comfortable clothing that allows easy movement. Your therapist may need to observe how you move, stand, or sit, so clothing that doesn't restrict you is helpful.
Your Personal Goals
Think about what you'd most like to achieve. Whether it's walking to the shops again, getting upstairs safely, or returning to a hobby — knowing your goals helps us create a meaningful treatment plan.
What Happens After Your Assessment
Your initial assessment is just the beginning. Here's how we support your ongoing recovery.
Personalised Treatment Plan
Your therapist will create a tailored plan with clear, achievable goals. This is discussed with you (and your family if appropriate) so everyone understands the path forward.
Home Exercise Programme
You'll receive exercises designed specifically for you — ones you can do safely in your own home between visits. These are key to your progress and tailored to your ability.
Follow-Up Sessions
Regular follow-up visits (typically 30-45 minutes) allow your therapist to progress your treatment, adjust exercises, and celebrate your improvements. Session frequency is based on your individual needs.
Ongoing Communication
Your therapist is available by phone or email between visits for questions. We also provide regular updates if family members are involved in your care.
Frequently Asked Questions
Can a family member or carer be present?
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.
How do I pay for the sessions?
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.
Which areas do you cover?
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.
Do you work with private health insurance?
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.
How long are the treatment sessions?
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.
What if I need to cancel or reschedule?
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.
Clear, Upfront Pricing
All our prices are for home visits delivered by senior, HCPC-registered therapists. No hidden fees.
Initial Assessment
£120
60-90 minutes
Follow-up Session
from £60
30, 45 or 60 minutes
Travel
Free
First 5 miles
What Our Patients Say About Their First Visit
Rated 5★ on Google · Based on 27 reviews
Had a major worry post op I wouldn't be able to cope to do the physio myself, I called Medella and had a lovely phone welcoming me with them and was allocated Jo. What can I say about Jo — made me feel so at ease and talked me through things and gave me a plan what I needed to do. I'm on the 3rd visit this week and where I dreaded it, now I look forward to it. Most thing I worried about was pain but Jo is very gentle and understands the body very well so she does it perfectly to my needs. Thank you again.
Steve
Google Review
Thank you Medella! I was mostly bed-bound following a nasty ankle fracture when I Googled home physiotherapy near me. From the moment Naomi returned my call, I knew I had found the right match. She explained how Medella work, listened attentively, responded clearly and ensured a physiotherapist would contact me very soon. True to her word, Jo contacted me to arrange an initial visit including an assessment. From the moment of arrival, she was warm, professional, reassuring and very enabling. After each appointment, Jo emailed me a specific exercise programme which was measurable, achievable, relevant and targeted exactly what I needed including help with vestibular issues which had alarmed me. Jo responded promptly to my regular email updates providing me with further reassurance. I am now well on my way and, better still, continue with the exercises which are now a daily and enjoyable ritual with clear results! Thank you Jo, thank you Naomi. Given such high standards, professionalism and dedicated commitment, Medella is assuredly highly recommended.
Carolyn Belson
Google Review
I can highly recommend this wonderful home visiting Physiotherapy team. Naomi who takes your initial enquiry was brilliant. She took lots of time to listen to our situation and explained the services that they can provide. Once we decided to proceed a discussion is had with the team and the Physio best suited to the patient's needs is allocated. The team deal with both the mental and physical side of ill health which really helps. Our patient was in a pretty bad way and not in a position to travel so finding a home physio service was a godsend. Leah, our physio was wonderful, so kind, patient, respectful and understanding and really helped to move our patient forward after a very bad crushed vertebrae. Not only was she great on her visits but really supportive and helpful via email too. She really cares about the progression of the recovery and I am happy to say that our patient is really very well now. If you have someone young or old that needs great home physio, with efficient, caring, compassionate and highly skilled Physiotherapy then these are the people for you. Thank you so much Leah — you've been amazing.
Churchview Joinery
Google Review
Ready to Take the First Step?
Start with a free, no-obligation phone call. We'll listen to your situation, answer your questions, and help you decide if home physiotherapy or occupational therapy is right for you. There's no pressure — just helpful advice from our friendly team.
Mon-Sun, 8am-8pm · Hampshire, Dorset & Wiltshire