Physiotherapy Service - Information for Patients

Physiotherapy is one of a number of health care professions working as a team to provide a service in your area. Physiotherapists are Health Care Professionals who are trained to identify and improve the problems presented by patients through a system of assessment, diagnosis and treatment.

Some conditions may simply require timely advice, others a course of treatment.

All Physiotherapists employed by the NHS Borders are State Registered Physiotherapists.

What will happen on my first appointment?

The appointment shall take place via telephone, face to face, or virtually and will last between 30 minutes to one hour. You will be asked about the condition and then the area of your body may be examined by movements and tests. You will require a reasonable internet speed and a device that has access to a camera and microphone in order to attend virtually.

What should I wear?

This is important for virtual and face to face appointments only. Depending on your condition you may have to undress to your underwear. It would therefore be helpful to wear clothing, which is easy for you to remove. 

Please bring/ wear a pair of shorts for spinal and lower limb problems and a vest type top for upper limb and neck problems.

Where possible attend alone. Please only bring someone if you require assistance due to mobility issues, you have communication difficulties, you are a child (under 16) (only 1 parent/ carer per child), or you have been asked to do so by the physiotherapist.

If English is not your first language and you feel you need an interpreter, please phone tel: 01896 827755 and let them know. An interpreter will be arranged for you. This applies to telephone, virtual, and face to face appointments.

If you no longer require physiotherapy please phone tel: 01896 827755 to let them know. After you have been assessed, the Physiotherapist will select the most suitable treatment for your condition. The Physiotherapist will briefly describe what will happen. You shall be expected to complete the physiotherapy in the location where you are assessed initially.

If transport is required, please contact Voluntary Services, WRVS, and Red Cross, who may have volunteer drivers available. Ambulance transport is only available in certain circumstances based on medical need. You can phone tel: 0300 123 1236 to inquire about ambulance transport.

Red Cross may be able to provide equipment/training when attending appointment virtually. Please contact them on tel: 01896 751888 for more information.

f you have received a questionnaire with your letter please bring the completed form(s) to your first appointment. The information together with the findings of the examination will allow us to select the best possible treatment for your problem.

NHS Borders is proud that it has Physiotherapy Departments accepted as suitable for the education of
Physiotherapy students. At various times of the year students will be placed at the Physiotherapy Departments to assess and treat patients under the supervision of the Senior Physiotherapist.

If you do not wish to be treated by a student, please contact the Physiotherapy Department where you have been appointed prior to your appointment. The appointment letter has the telephone number and contact name on it. If you contact the Central Booking Team before the appointment it will prevent any possible embarrassment for either you or the student.

This will be decided following your first assessment and the frequency of appointments will vary depending on your progress. Your treatment may consist of a mixture of telephone, virtual, and face to face appointments.

It would be helpful if you keep your first appointment as arranged. If you are unable to attend, please contact the Central Booking Team who will try to arrange a more suitable time. Your appointment can be arranged at all physiotherapy locations across the Borders. In order to provide consistent care we advise that if you start a course of treatment with a physiotherapist at a specific location it is best to complete this treatment with the same physiotherapist. If you believe there is a more suitable locality contact the Central Booking Team as soon as you receive your letter. Please be aware that changing your location can have an impact on your waiting time.

In addition to information about your present condition, the Physiotherapist must be informed if you have a pacemaker or use a hearing aid. It is helpful to know what medication you are taking, as various tablets and lotions affect some forms of treatment.

If you start a course of treatment and fail to attend an appointment without informing us, you will be discharged unless you make further contact with the service within 2 weeks. If you fail to attend your appointment on 2 occasions you shall be discharged.

If you fail to attend your 1st appointment without prior notice then you will be removed from the waiting list. If you have to cancel a review appointment please give us a minimum of 2 working days notice. We will try to rearrange an appointment within 3 weeks.

If you are dissatisfied with any aspect of your treatment or service in this department, please contact:

Patient Experience Team
Clinical Governance and Quality
Borders General Hospital
Melrose
TD6 9BS
tel: 01896 286719