Frequently asked questions

1. Appointments

Can Physiotherapy help me?
It is much easier to answer that question when we have met you and have had a chance to discuss your problem and examine it properly. We will discuss your problem with you and work out the best way to proceed. We believe that honesty regarding what we can and can't treat is vitally important to our patients and will always seek to do what is best for you.

When are we available for appointments?
Monday to Friday: 8am - 8pm.

Do I need to be referred by my doctor?
If you will be using medical insurance, please check your policy as some insurance companies require a GP referral before they will pay for treatment (kindly provide us with your membership, policy and authorisation numbers). If you will be paying for the treatment yourself, then there is no need to go to your GP first, you can phone the clinic direct to book an appointment.

Can I visit a clinic?
Yes, our clinics are based in Wymondham, Diss, Eaton, Aylsham, North Walsham, Hoveton & Wroxham

How long is an appointment?
Assessment appointments vary between 30 to 60 minutes but you will be advised on booking.

What should I wear?
A full examination of the painful area is essential. We will need to see it and the surrounding area. We try to preserve as much dignity as possible and often a pair of shorts and, for the ladies, a thin strapped vest top is sufficient. If you are concerned about undressing, please mention it when you book your appointment - remember you can have an appointment with a male or female therapist. You may also bring someone with you for your appointment as a chaperone. For children and young adults under 18, it is preferable for you to attend with a parent or guardian.

Should I have medical notes and X-rays at hand?
Any relevant information about your condition will help the Physiotherapist make an informed assessment, so if possible please have x-rays and notes on hand.

How do I know if a Physiotherapist is fully qualified?
All Chartered Physiotherapists have undergone the required training and passed the necessary exams to enable them to practice. All of our physiotherapists are registered with the Chartered Society of Physiotherapists (CSP) and the Health and Care Professions Council (HCPC). They will have the letters MCSP and HCPC after their names showing that they are also registered. The members of Back in Motion will be pleased to show you their certificates and registration documents. Alternatively when you know the name of the physiotherapist that will be treating you, you can look up their registration on the HCPC website.

Will children need to be accompanied?
All under 18's must be accompanied during sessions. Even when they are more mature, they may not be legally permitted to give consent to treatment.

Can I bring someone with me?
We are more than happy for you to bring a friend or relative with you, they can come in to the treatment room or wait in reception. We do ask that only one person accompanies the patient into the treatment room.

Is it possible to have a home visit?
Yes, however, as these appointments take up more of our time, there is an additional charge for them.

Call your nearest practice for more information.

2. Treatments

What happens next?
Once a diagnosis has been made, your physiotherapist will recommend an appropriate course of treatment and therapeutic exercises. Like most things in life, the more you put in, the more you get back out. So it's therefore important that you do your best to follow the advice and exercise plans given to you. After all, it's you we're trying to make better.

Call your nearest practice for more information.

3. Payment, Terms and Conditions

What are your payment terms?

Payment is made after each consultation either by cash, or debit / credit card as per our published prices. Please ensure you know the cost of your consultation prior to visiting the clinic.

Sorry we do not accept American Express.

If authorisation is gained from an insurer / solicitor / case manager for your treatment we can invoice them directly for your treatment.

We reserve the right to charge up to 50% of the appointment fee if cancellation is received within 24 hours of the appointment.

If using an Insurance Policy?

Back in Motion is recognised by most of the major insurance companies, as we are all Chartered Physiotherapists, and Members of the Health Care Professions Council. You will need to check with your insurance company prior to treatment what your policy number is and an authorisation code for this episode of care. You will be asked for these details on booking. Please be aware and inform us of your excess on your policy and how many sessions you have been initially authorised for. You will be asked to pay your excess before your treatment ends and most likely within one calendar month of starting treatment. You may pay this over the phone or in the clinic with cash or card. You will be provided with a receipt for this excess payment.

If claiming through medical insurance and your insurance company does not pay, you are liable for the full cost of treatment.

Your Physiotherapist will advise you on your assessment how best to utilise the sessions you have been authorised for and they will support you with a further request for more sessions if clinically indicated.

Call your nearest practice for more information.

4. Privacy Policy

Last Updated: 01/05/2018

This is the main privacy policy for Back in Motion (Franchising) Limited and associated clinics ("our sites") and for certain services provided by Back in Motion. The group of clinics are registered as individual Limited companies but all trade under the name Back in Motion.

At Back in Motion, we collect different types of information about our users for four main reasons:

1. To provide personalised services unique to individual users.

2. To help us to monitor and improve the services we offer.

3. To inform current clients of forthcoming appointments.

4. If we have permission from the user, to educate subscribers on health related matters and market to them.

There may be other privacy policies that apply to certain services we provide. Please read these when you register or subscribe for these services on these sites.

Our principles

1. We do our very best to protect your privacy by using security technology appropriately. This means we make sure that we have appropriate security measures to protect your information; and we make sure that when we ask another organisation to provide a service for us, they have appropriate security measures.

2. We will respect your privacy. You should receive marketing emails only from us and, if you agree, from other organisations we have carefully chosen. We will make sure it is clear when you can make these choices, for example, we have boxes you need to tick if you want to receive marketing. However, we may email you occasionally with information or questions about your registration, your subscription account or postings, for example, with reminders, warnings or copyright requests.

3. We will collect and use individual user details only if we have your permission or we have sensible business reasons for doing so, such as collecting enough information to manage subscriptions.

4. We will be clear in our dealings with you as to what information about you we will collect and how we will use it.

5. We will use personal information only for the purposes for which it was originally collected and we will make sure we delete it securely.

6. If we or our service providers transfer any information out of the European Economic Area (EEA), it will only be done with the relevant protection (stated under UK law) being in place.

How we use your information

What information do we collect?

We collect information on you:

  • when you register in clinic, via phone or via the website or social media
  • when you use the website - through cookies
  • if you choose to reveal information in postings on our facebook page
  • when you enter sales promotions.

Certain services that we provide may involve us collecting extra information such as where you are, so the service can be provided in the clinic closest to you. This may also apply to certain apps that you download, or which we provide.


The minimum information we need to register you is your name, email address and a contact telephone number and date of birth. We will ask you more questions in clinic as we have to gain this information so when contacting your GP or other medical professional this can facilitate communication and keep in contact regarding your medical condition and progression to the point of discharge. Unless we say otherwise, you have to answer all the registration questions.

We may also ask some other, voluntary questions during registration for certain services (for example, how you heard about us and what outcome you would like to achieve) so we can gain a clearer understanding of what you would like to achieve from consulting with us. This also allows us to personalise services for you. After you have registered, we may send you emails we think may interest you. At any time you can decide not to receive these emails and will be able to 'unsubscribe'.

Logging in using social networking credentials

If you log-in to our sites using a Google log-in, you grant permission to Google to share your user details with us. This will include your name, email address, date of birth, sex and location which we will then use to form a Back in Motion identity. You may use your picture from Google as part of your profile. This also allows us to share your networks and any other information you choose to share according to your Google account settings. If you remove Back in Motion from your Google settings, we will no longer have access to this information. If you log-in to our sites using a twitter log-in, we receive your avatar (the small picture that appears next to your tweets) and twitter username.

Updating your personal information

Who we share data with

Depending on where you live, your personal information may be shared with the Back in Motion group of companies that are based in the UK.

We will not share your personal information with others for marketing purposes unless you have given us your permission. If we have your permission, we will share your information only with other organisations we have chosen carefully.

If you are a Back in Motion client and attend an event organised by an event partner, data may be shared for event administration purposes. We work with other organisations' services, through our clinics, although we are not necessarily operating these services. We process any information which we collect when you access a service provided by another organisation under this privacy policy. Information these other organisations collect is governed by their own privacy policies.

We can access and release personal information to keep to relevant laws and government requests, to operate our systems properly and to protect both us and our users.

Any other organisations who access your information in the course of providing services on our behalf will be governed by strict contractual restrictions to make sure that they protect your information and keep to data-protection and privacy laws which apply. We may also independently audit these service providers to make sure that they meet our standards. We may use service providers to help us run these sites (or services available on the sites), some of whom may be based outside the EEA.

Some of our webpages use plug-ins from other organisations (such as the 'Facebook Recommend' function). These other organisations may use information about your visit to our websites on their pages. If you browse these pages while still also logged in to your account with us, information they collect may be connected to your account on their site. For more information on how these organisations use information, please read their privacy policies.

Use of Cookies

We use cookies for a number of reasons. 1 For statistical purposes to track how many users we have and how often they visit our websites. We collect information listing which of our pages are most frequently visited, and by which types of users and from which countries. 2 We use other organisations to collect anonymous user information, sometimes through cookies and web beacons,(information embedded in images which allow them to analyse how the website is being used and the number of visitors). 3 We and other advertisers may use statistical cookies to track who has seen an advert and clicked on it. You can find more information on this in the online behavioural advertising section of this privacy policy. 4 Placing cookies on your computer means we can show you adverts that you might be interested in, and allows us to control the number of times you see them and measure how effective the ad campaign has been. 5 We may use 'Flash' cookies to store your preferences for your media player (for example, volume and so on). If we don't use them, you may not be able to watch some video content. You can turn cookies off but if you do this, you may not be able to use all services on our websites and you might see more pop-ups and other advertising. This is because we won't be able to limit what you see by using cookies. However, you will still be able to see our editorial content. 6 We or other companies may use cookies to suggest and deliver content which we believe may interest you.

By using the sites you are agreeing to the use of cookies as described.


Our sites contain links to other websites from which we may earn revenue. Our articles are never influenced by advertisers or affiliates, nor are they written for the purpose of promoting a product, except when clearly branded as a 'sponsored by', 'brought to you by' or 'supported by' to represent sponsored content, advertisement features and foundation funded features respectively.

Data protection

Under the UK Data Protection Act 1998 we have to say who the 'data controller' is for Back in Motion clinics and services provided through our websites. The data controller is the organisation responsible for protecting information and, in our case, is Back in Motion (Franchising) Limited, Ground Floor Windmill Surgery, London Road, Wymondham, NR18 0AF.

If you would like access to or a copy of the personal information we hold about you, or have any questions about how we may use it or to make a complaint, please contact the Data Protection Manager at the address shown above or email

Changes to the privacy policy

Should we elect to change our privacy policy we will post the changes here. Where the changes are significant, we may also choose to email all our registered users with the new details. Where required by law, will we obtain your consent to make these changes.