FAQs
Got a question? Our FAQs cover everything you need to know about bookings, sessions, and what to expect.
Explore our most asked questions.
All information provided in these FAQs is for general guidance only and does not replace medical advice from a GP or emergency service. The Fernandes Clinic Ltd reserves the right to amend, refuse, or withdraw services where clinically necessary, unsafe, or beyond scope of practice. Engagement in treatment constitutes acceptance of clinic Terms & Conditions and the Privacy Policy.
Clinician Qualifications & Expertise
All relevant healthcare clinicians at The Fernandes Clinic are registered with the Health and Care Professions Council (HCPC) and are members of the Chartered Society of Physiotherapy (CSP). Members within the team may hold non medical registrations such as CASES & CIMSPA. Additional certifications include specialist training in acupuncture, sports rehabilitation, shockwave therapy, and soft-tissue/manual therapy.
Our clinicians assess and diagnose musculoskeletal problems within the scope of physiotherapy practice.
We do not diagnose conditions outside that scope (e.g., cancer, neurological disorders, systemic illness).
If your symptoms suggest a non-MSK condition, you will be signposted to your GP or A&E.
Appointments & Visits
No. You can self-refer for any service. Some health insurance providers may require a GP referral for reimbursement, please check with your insurer.
Wear comfortable clothing that allows access to the area being assessed. For lower limb issues, please bring shorts. For upper limb/spine issues, a vest top is helpful. You may bring a chaperone if you wish.
Your appointment will still finish at the scheduled time. Full payment is still required. We cannot extend sessions as this impacts other patients.
Yes. You are welcome to bring anyone you feel comfortable with. We can also arrange a chaperone if requested before your appointment.
Yes. Same-day appointments may be available depending on clinician availability. Priority slots are always reserved for acute injuries.
Policies
No healthcare provider can legally guarantee clinical outcomes. Your progress depends on multiple factors including adherence to exercises, general health, lifestyle, and the nature of your condition. We provide evidence-based guidance but cannot make assurances of recovery times or outcomes.
We require 24 hours’ notice to cancel or reschedule. Late cancellations or missed appointments are charged at the full self-funded rate. Insurance companies do not cover late cancellations.
Insurance
We work with major insurers; however, you must provide your membership number, policy number, and pre-authorisation code before your appointment. Without this, you will be required to self-fund.
Explore our most asked questions.
All information provided in these FAQs is for general guidance only and does not replace medical advice from a GP or emergency service. The Fernandes Clinic Ltd reserves the right to amend, refuse, or withdraw services where clinically necessary, unsafe, or beyond scope of practice. Engagement in treatment constitutes acceptance of clinic Terms & Conditions and the Privacy Policy.
Clinician Qualifications & Expertise
All relevant healthcare clinicians at The Fernandes Clinic are registered with the Health and Care Professions Council (HCPC) and are members of the Chartered Society of Physiotherapy (CSP). Members within the team may hold non medical registrations such as CASES & CIMSPA. Additional certifications include specialist training in acupuncture, sports rehabilitation, shockwave therapy, and soft-tissue/manual therapy.
Our clinicians assess and diagnose musculoskeletal problems within the scope of physiotherapy practice.
We do not diagnose conditions outside that scope (e.g., cancer, neurological disorders, systemic illness).
If your symptoms suggest a non-MSK condition, you will be signposted to your GP or A&E.
Appointments & Visits
No. You can self-refer for any service. Some health insurance providers may require a GP referral for reimbursement, please check with your insurer.
Wear comfortable clothing that allows access to the area being assessed. For lower limb issues, please bring shorts. For upper limb/spine issues, a vest top is helpful. You may bring a chaperone if you wish.
Your appointment will still finish at the scheduled time. Full payment is still required. We cannot extend sessions as this impacts other patients.
Yes. You are welcome to bring anyone you feel comfortable with. We can also arrange a chaperone if requested before your appointment.
Yes. Same-day appointments may be available depending on clinician availability. Priority slots are always reserved for acute injuries.
Policies
No healthcare provider can legally guarantee clinical outcomes. Your progress depends on multiple factors including adherence to exercises, general health, lifestyle, and the nature of your condition. We provide evidence-based guidance but cannot make assurances of recovery times or outcomes.
We require 24 hours’ notice to cancel or reschedule. Late cancellations or missed appointments are charged at the full self-funded rate. Insurance companies do not cover late cancellations.
Insurance
We work with major insurers; however, you must provide your membership number, policy number, and pre-authorisation code before your appointment. Without this, you will be required to self-fund.
Your physiotherapist will take a detailed medical history, discuss your symptoms, perform a physical examination, identify contributing factors, and create an individualised treatment plan tailored to your goals.
Typically, 45–60 minutes depending on the presentation. Session length varies depending on the service selected. Clinicians may adjust assessment/treatment time at their professional discretion based on clinical need.
Back and neck pain, sports injuries, joint pain, muscle strains, post-operative rehabilitation, tendon issues, nerve irritation, mobility problems, and more.
When appropriate, treatment is provided during the first appointment. Some cases may require further assessment before treatment.
Physiotherapy is generally safe, but some people may experience temporary soreness. You must disclose existing medical conditions, medication, or concerns to ensure safe treatment.
Your clinician will:
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Adjust the treatment plan
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Refer you to your GP
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Recommend imaging
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Or stop treatment if unsafe
This decision is based on clinical judgment and is final.-
Exercise-based rehabilitation, manual therapy, joint mobilisation, soft-tissue treatment, taping, shockwave therapy where indicated, and education on how to manage your condition effectively.
This varies by condition, severity, and goals. Your physiotherapist will outline approximate expectations, but no specific outcome or timescale can be guaranteed.
Yes. Home visits are available for those who cannot attend the clinic or prefer in-home care.
A safe, clean space large enough for assessment and exercise demonstration. If the environment is unsafe or unsuitable, the clinician may decline to provide treatment, and the full fee will still apply.
Home visits are available in Crawley, Horsham, Reigate, Redhill, Gatwick areas and surrounding postcodes. Additional mileage fees apply outside a set radius.
Assessment tools, treatment equipment (where appropriate), taping supplies, and exercise materials. Shockwave therapy is not available for home visits unless pre-arranged.
Yes, except for modalities requiring specialised equipment (e.g., shockwave) may not be available at home. Your clinician will adapt treatment to your environment.
You will connect with your physiotherapist through secure video. Assessment and guided rehabilitation are performed verbally and visually. It is appropriate for many conditions but cannot fully replace in-person examination. If your condition is not suitable for remote consultation, you will be referred in-person or to your GP.
We provide a clinical impression based on the information available. Remote limitations mean some diagnoses require in-person confirmation.
No. Recordings are prohibited to protect patient confidentiality.
Yes, research supports online physiotherapy for many conditions. However, cases requiring hands-on assessment or manual therapy may need in-person sessions.
Sessions are conducted via a secure, encrypted video service. No recordings are made.
Pain relief, muscle tension, tendon issues, headaches, stress symptoms, and sports recovery.
No. Your clinician may decline treatment for clinical or safety reasons.
Yes. All needles are sterile, single-use, and disposed of immediately. Treatment is only performed by certified clinicians.
You must disclose:-
Active infection at or near the proposed needle site
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Systemic infection (e.g., sepsis)
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Uncontrolled bleeding disorders (e.g., severe haemophilia)
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Use of anticoagulants at unsafe levels (e.g., INR > 3, unstable warfarin dosing)
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Severe needle phobia that may cause syncope or distress
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Unstable cardiac conditions (e.g., recent MI, unstable angina)
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Severe neutropenia or immunosuppression
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Known metal allergy to stainless steel
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Uncontrolled epilepsy (risk of seizure during treatment)
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Patients unable to give informed consent
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Intoxication or drug use (safety and consent compromised)
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Local cancer at the needling site
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Unexplained red-flag symptoms until medically cleared
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Cauda equina symptoms
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Unexplained weight loss
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Unrelenting night pain
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Progressive neurological deficit
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Suspicion of fracture
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Suspicion of infection
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Relative Contraindications (Require medical screening or modification)-
Pregnancy
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No needling at abdominal region, lumbar region, or forbidden pregnancy-sensitive points
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Diabetes (delayed healing/infection risk)
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Patients on blood thinners (aspirin, clopidogrel, DOACs)
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Low blood pressure or fainting history
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Skin conditions
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Psoriasis plaques
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Eczema
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Dermatitis
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Open wounds
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Varicose veins (avoid needling directly over them)
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Recent surgery near the area
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Acute trauma (fracture, dislocation)
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Epilepsy (controlled)
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Compromised immunity (mild immunosuppression)
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Cardiac pacemakers (relevant only if electro-acupuncture is considered)
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History of adverse reaction to acupuncture
Temporary Contraindications (Delay treatment)
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Fever or active flu-like illness
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Skin infection or rash at the needling area
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Recent alcohol consumption
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Recent recreational drug use
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Recent major vaccination (same limb treated within 48 hours)
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Major fatigue or low blood sugar (risk of fainting)
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Severe migraines or dizziness on arrival
Patient-Specific Exclusions (Clinic Legal Protection)
These protect you and The Fernandes Clinic legally:
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Patients must disclose all medical conditions before booking; failure to do so means the clinic cannot be held liable for complications.
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Patients must confirm they are not pregnant unless medically confirmed — undisclosed pregnancy removes clinic liability.
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Patients must confirm they understand risks, including bruising, soreness, minor bleeding, and dizziness.
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Acupuncture will not proceed if the clinician believes it is unsafe for any reason.
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The Fernandes Clinic reserves the right to decline treatment at any time if safety is unclear or red flags are present.
Failure to disclose medical issues may make treatment unsafe.
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Most people feel minimal discomfort. You may feel a brief dull ache or tingling sensation.
Joint support, injury prevention, swelling reduction, posture correction, and improvement of movement mechanics.
Yes. Skin irritation or allergy may occur. We recommend patch testing where possible. We are not liable for skin reactions.
Typically, 3–5 days depending on activity level and skin type.
Yes. Pat dry afterward to improve tape longevity.
Yes. We manage acute, chronic, mechanical, disc-related, postural, and nerve-related back pain. If you show signs of nerve compression, fracture, infection, cancer, or organ-related conditions, you will be referred urgently to your GP or hospital.
Manipulation may be offered only if clinically appropriate and safe. It will not be performed without your explicit consent.
Yes, assessment includes neural tension testing, spinal examination, and movement analysis.
Most back pain does not require scans. If clinically necessary, we can refer you for MRI or X-ray through our trusted imaging partners.
Tendon pain, plantar fasciitis, chronic muscle tightness, joint pain, and stubborn injuries that have not responded to standard rehabilitation. It is not a guaranteed cure.
Patients may feel mild to moderate discomfort, but intensity can be adjusted. Clinicians or The Fernandes Clinic aren’t liable to trauma inflicted.
Typically, 3–6 sessions spaced weekly. Individual response varies.
Yes. It is non-invasive and clinically proven. Contraindications will be screened during your assessment.
Muscle tears, ligament sprains, tendon injuries, overuse syndromes, fractures (post-medical clearance), rehabilitation for football, rugby, gym training, running, and more.
Yes. We regularly treat footballers from non-league to academy level and athletes across multiple sports.
Yes. Functional and performance-based testing is available in-clinic or on-field (when arranged).
If you experience:
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Inability to bear weight
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Severe swelling
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Loss of consciousness
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Possible fracture
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Dislocation
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Signs of a medical emergency
You must attend A&E.
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Reducing muscle tension, improving recovery, relieving stress, improving mobility, and assisting rehabilitation.
Pressure is tailored individually, from light to deep, based on comfort and treatment goals.
Some discomfort is normal, but treatment should not be excessive. Tell your therapist immediately if discomfort becomes too great, please note that sometimes it may be difficult to gauge a patient’s tolerance and in this case the patient must ask the clinician to stop and withdraw from the treatment.
Yes. Bruising, soreness, and temporary discomfort can occur. Massage is not suitable in cases of infection, fever, open wounds, DVT, or recent surgery.
Yes, including:
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Pelvic pain
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Post-pregnancy rehabilitation
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Urinary symptoms
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Core and pelvic-floor dysfunction
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Exercise guidance postpartum
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Female physiotherapy clinicians complete this service and upon request male physiotherapists can be of service.
No. If needed the clinician present may refer the patient onto a GP for specialist insight or A&E if urgent. Chaperones are available upon request.
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Pelvic pain
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Groin and abdominal pain
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Post-surgical rehabilitation
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Muscle dysfunction
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Sports-related pelvic issues
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Yes. All men’s health sessions are conducted with complete discretion, sensitivity, and confidentiality.
Male physiotherapy clinicians complete this service and upon request female physiotherapists can be of service.
No. If needed the clinician present may refer the patient onto a GP for specialist insight or A&E if urgent. Chaperones are available upon request.
For £150 per month, members receive unlimited weekend bookings (1 per day) for:
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Physiotherapy
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Sports Massage
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Acupuncture (subject to availability)
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Shockwave Therapy (subject to availability)
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Taping
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Sports Performance 1:1
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Strength & Conditioning 1:1
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Injury Screening
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Coaching & Movement Analysis
This is a wellness and performance-based package, not a medical insurance policy.-
No. Appointments are subject to clinician availability and must be booked in advance.
No. Subscriptions are strictly non-transferable and cannot be shared or transferred.
Yes, with 30 days’ written notice. No refunds are provided for part months.
No. Home visits, reports, letters, and urgent appointments are separate services.
No. All clinical outcomes depend on personal adherence, health status, and condition complexity.
The TFC Subscription applies to weekend appointments only. Weekday sessions are charged at standard rates.
No. The subscription allows up to one appointment per day on weekends, subject to availability.
Yes — a minimum 3-month commitment applies to prevent misuse and ensure continuity.
No. Sessions do not roll over into future weeks.
No. Subscription services are self-funded only and not claimable via insurance.