Physiotherapy looks simple to book: pick a physio, pick a time. In practice, the first appointment runs longer than a follow up, insured patients need an authorisation code before they start, and patients often cannot tell which appointment they need. A generic booking page leaves reception to sort it all out by phone.
Why does the first appointment need its own booking type?
An initial assessment usually takes longer than a follow up, because the physio takes a history and examines the problem before treating it. If both share one slot length, either the diary overruns or follow ups waste time. Separate appointment types, with their own lengths and prices, let patients pick the right one and stop new patients booking a follow up by mistake.
How should a clinic handle insured patients?
Insured patients usually need a pre-authorisation code from their insurer before their first session, and some insurers will not normally pay for treatment without one. Ask for the insurer, membership number, and authorisation code at booking, and say clearly who pays if a claim is refused. Collecting it up front saves reception chasing it on the day, and saves an awkward conversation after treatment.
Show patients who will treat them
Physiotherapist is a protected title in the UK, so anyone using it must be registered with the Health and Care Professions Council, and patients can check the register. Show each physio's name, photo, qualifications, specialisms, and HCPC registration, and let patients book with a named physio if they want continuity.
A quick checklist
- Separate appointment types for initial assessments and follow ups
- Insurer, membership number, and authorisation code collected at booking for insured patients
- Self pay and insured prices shown clearly
- A profile for each physio, with qualifications and HCPC registration
- Reminders and an easy reschedule link, so a missed session does not break a course of treatment
- Plain explanations of which appointment to book for common problems
This is general guidance. Insurer rules differ, so confirm the details with each insurer you work with.
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