Patient Information

Our fast-track telephone triage is a clinical assessment conducted by qualified physiotherapists to determine your immediate rehabilitation needs. Our triage clinicians use a biopsychosocial approach when assessing your requirements to ensure that you are provided a tailored treatment plan to meet all your therapy goals.

Virtual rehabilitation is a telephone-based clinical service developed around evidence-based principles to provide you with effective and reliable clinical guidance and web-based support materials to assist your recovery. This allows you to receive the appropriate exercise protocol and advice for your injury immediately without the need to take time out to visit a clinic. You have the choice of receiving your exercises in hardcopy via the post or email, or interactively via your smartphone, tablet or laptop, with the opportunity to watch videos of your exercises as many times as you like. Virtual Rehabilitation is supported and guided by our dedicated Physiotherapy team.

IPRS Health manage over 50,000 referrals a year for a diverse range of patients. Whether you are self-referring or have been referred by your employer or insurance company, IPRS Health’s bespoke care pathways will ensure you receive the most appropriate treatment to get you back on the road to recovery.

IPRS Health deliver evidence-based rehabilitation services via a combination of our own clinical facilities and the UK’s largest audited clinical network.

Every IPRS Health patient’s referral is supported and managed by experienced clinicians. All physiotherapists are members of the Chartered Society of Physiotherapy (CSP) and registered with the Health and Care Professions Council (HCPC) and all mental health practitioners are registered with the British Association for Behavioural and Cognitive Psychotherapies (BABCP) or British Association for Counselling and Psychotherapy (BACP). This means you can rest assured that the care you receive will be the best possible for you.

Our bespoke patient services offer a multidisciplinary team approach. Whilst the core of our direct treatment service is our national Physiotherapy network, we are also able to provide Osteopathy, Podiatry, Chiropractic treatments, and ergonomic assessments and advice. IPRS Health ensure that all our network partner providers and our own clinics are fully audited and regularly reviewed to ensure you receive the best care possible.

IPRS Health has one of the largest, managed networks of treatment clinics nationwide, with over 1,000 practices geographically spread across the UK, to ensure convenient and quick access to treatment.

Use our interactive map by clicking here to find your nearest practice to either your home or work postcode.

IPRS Health is able to use our partner hospitals to provide a fully comprehensive investigation service. Our imaging referral guidelines and Consultant relationships enable IPRS Health to ensure that all of our patients receive the most clinically appropriate investigation at a time when it is needed most. IPRS Health is able to provide our patients with rapid access to Consultant appointments across the country. Following your consultant appointment, the IPRS Health clinical team will quickly receive your consultant’s report and will then contact you to progress the next steps on your treatment pathway.

IPRS Health provides mental health services in line with the Department of Health recommended stepped care model which is fully aligned with NICE guidance, ensuring patients are referred into the most clinically appropriate treatment modality, whether it be self-guided support, virtually via telephone and video chat or face to face. As with all our clinical services, IPRS Health have a national network of mental health practitioners, each of whom hold their relevant qualifications and accreditations with at least 3 years of registration and postgraduate experience.

How do I get treatment through IPRS Health?
Patients can access IPRS Health services through a number of pathways, depending on their eligibility and location. This can be:

• Being referred by your employer

IPRS Health work in partnership with many employers throughout the UK to provider therapy services to their employees. Please speak to your line manager or occupational health adviser to find out if your employer works with IPRS Health.

• Being referred by your Insurance Company

IPRS Health work alongside many insurance companies, solicitors and private medical insurance providers countrywide. Please speak to your insurer or legal representative if you would like to be referred to IPRS Health.

If you have a private health or medical insurance policy, please contact our Customer Service team on 0800 072 1227 to find out if we work in partnership with your private medical insurance policy provider.

• Self-referral

IPRS Health have a network of physiotherapy clinics where we provide physiotherapy treatment. If you would like treatment for a sports injury or any musculoskeletal (related to muscles, bones, ligaments, tendons, etc.) condition, click here to find out if we have a clinic near you. 

How did IPRS Health get my details?
If we have contacted you, it is because you have been referred to IPRS Health by your employer, your private medical insurance provider, your legal representative or an insurance company. They have referred you to IPRS in order for us to clinically assess your injury and provide you with assistance for your recovery. The referral to IPRS Health consists of your contact details and a brief description of the injury or symptoms that require treatment. Your recovery is our priority and we will be recommending services that will assist you to return to your pre-injured state.

How much will my treatment cost?
Whether you have anything to pay for your treatment will depend upon how you came to access treatment through IPRS Health. If you have been referred directly by your employer, solicitor or insurance company then the costs of your treatment will be met by the referrer, with nothing to pay by you at the clinic.

If you have been referred to IPRS Health under your private medical/health insurance policy, please be aware that you may have an excess to pay or that you may be required to cover the cost of treatment after a specific cost limit has been reached. Details of this will have been advised to you separately by your policy provider or by IPRS Health, however if you have any questions, please ask before receiving any additional treatment interventions to avoid you having any unforeseen payments to make.

If you self-refer for treatment at one of our clinics then you will be responsible for the payment full costs of the treatment directly to the clinic. A receipt would be available if you should wish to reclaim these costs through a policy or scheme which is provided by a company who is not one of our partners.

What will happen when I am referred?

Once referred to IPRS Health you will be contacted by our administration team where they will arrange an assessment with one of our clinical team. If you have any specific requirements, for example, any language barriers, specific preference on therapist gender, or any perceived barriers to accessing our service, please do let the team know so that we are able to accommodate your needs.

What will happen at my first physiotherapy appointment?
We will have arranged for you to attend your appointment at our nearest IPRS Health clinic or our nearest IPRS Health partner practice. Your physiotherapist will need to fully assess your injury by asking a number of clinical questions. During this assessment the physiotherapist may ask you some questions that you have been already been asked by IPRS Health during the telephone referral process. The questions asked by IPRS Health are to establish the best treatment pathway for you, however the physiotherapist also needs this information, and more, to be able to reason a likely cause for your injury or symptoms and to establish the best treatment plan that they can provide for you.

The physiotherapist will also combine this clinical questioning with a physical examination. This physical examination will require the physiotherapist to see and touch the injured region which will require some degree of undressing to allow the physiotherapist access to the area of the injury.

Following the assessment, the physiotherapist will provide advice and usually exercises, and may (though not always) carry out hands on treatment if appropriate. He or she will then invite you to attend another appointment, most often about a week later, if they consider that more treatment is required. It is usually best if this appointment can be booked there and then, as physiotherapy clinics tend to be very busy, and a convenient appointment time might not be available if you wait.

In order for you to get the most benefit from your appointment please consider the following:

• Please arrive 5 minutes before your appointment time as there may be paperwork to complete
• Always take your IPRS Health reference number with you
• Please take with you details of any medication and copies of any investigation reports
• It’s best to wear loose fitting, appropriate clothing (including underwear) to enable the physical examination
• Please follow any advice or exercise programmes your physiotherapist provides, this is an important part of your treatment
• It’s a good idea to have your diary or calendar to hand to book future appointments
  Please note: Cancellations MUST be advised to the clinic at least 24hrs before your appointment or your session will be lost. If a session is not attended or is re-scheduled at short notice twice, your treatment may be terminated.

What will happen at my first mental health appointment?

Your assessment will last around 60 minutes and will be conducted by an IPRS Health accredited CBT Therapist or Psychological Wellbeing Practitioner. At assessment, your therapist will start by explaining the process and gaining consent to proceed. They will ask you questions to help gain an understanding of your current difficulties. You will also be asked to provide GP details. The therapist will establish a clear working diagnosis and make recommendation based on clinical need in like with NICE guidelines and provide education to help you make an informed decision on your treatment.

What Mental Health treatments do we offer?

• Guided self-help

Guided self-help is 6 half-hour sessions delivered weekly by one of our trained Psychological Wellbeing Practitioners. During the 6 weeks, you will discover and learn the tools and techniques to manage your current health difficulties. Guided self-help with CBT is recommended by the National Institute of Health and Clinical Excellence (NICE) and is there to support people who are suffering from mild to moderate mental health problems.

• Cognitive Behavioural Therapy

Cognitive Behavioural Therapy (CBT) is talking therapy that can help you manage your problems by changing the ways in which you think and behave. CBT helps patients to deal with problems in a positive way by breaking them down into smaller, achievable parts. Your therapist will help you learn how to turn negative patterns into something positive to improve the way you feel. CBT sessions are recommended by the National Institute of Health and Clinical Excellence (NICE) for moderate to severe mental health difficulties and would be delivered for up to one hour per week.

• Counselling

Counselling can be recommended to help with bereavement, relationship difficulties, or adjustment disorders. Sessions would take place weekly for up to one hour. Counselling can help you look and talk through specific problems and will encourage you to talk about what is bothering you to overcome your difficulties.

• Eye Movement Desensitization and Reprocessing (EMDR)

Eye Movement Desensitization and Reprocessing (EMDR) is a psychological therapy for trauma and some other mental health problems. EMDR can help with Post Traumatic Stress Disorder (PTSD) and is a recognised treatment by NICE guidelines for complex PTSD.

Can I see my IPRS Health records?
Yes, you are entitled to see a copy of your IPRS Health patient record and any IPRS Health report about you. You can also request that a legal representative or other nominated person can have access to your records. There is legislation (Access to Medical Records Act 1990; Access to Medical Reports Act 1988) passed by the Government which sets out the procedures to allow patients to have access to medical records or reports held by any healthcare provider, and this includes IPRS Health. The legislation has made strict rules about this access, which IPRS Health have to follow but which patients also have to follow. Additionally, there may be an administrative charge involve. Requests to access medical records or reports need to be made in writing to IPRS Health, however we do have a form to complete to make this task easier. Please contact our Customer Service on 0800 072 1227) for further information.

Is my medical information safe?
IPRS Health take data protection seriously and adhere to the Data Protection Act 1998. All IPRS employees have to read, and sign to confirm that they adhere to the data protection act 1998. IPRS Health are also ISO 27001 accredited, which requires evidence of a very high standard of Information Security. We also conduct our business in accordance with the Caldicott principles relating to the sharing of medical information and have a Caldicott guardian who oversees our policy in this area. All of these things mean that any personal information, and particularly medical information, is treated in line with the highest levels of security and confidentiality.

What if I need to cancel my appointment?
 If you are unable to attend any appointments, please ensure you give cancellation notice of at least 24 hours to the clinic you have the appointment with. Please note that failure to attend a scheduled appointment, or cancellation with less than 24 hours before the appointment time, will result in that appointment being lost. This is because the clinic may not be able to fill the empty appointment at short notice and therefore can charge IPRS Health for the missed appointment. If you are a self-referred patient or a private health insurance patient, and fail to give the appropriate cancellation notice as described above, you will need to pay a cancellation fee for the appointment accordingly.

How can I access my online exercises?
If you have been prescribed online exercises by the physiotherapist who is your IPRS Health Clinical Case Manager, you can access your individual exercise programme on your smartphone, tablet or laptop/pc by going to Physitrack website. The “Online Exercise Prescriptions” section allows you to view the exercises that have been provided specifically for you by your Clinical Case Manager. You can view videos of the exercises being performed, as well as being able to download a PDF printable version if this is more convenient for you.
 
Why do I need my treatment to be approved and by whom?
If your treatment is being provided through a third party such as your employer or insurer, then treatment will be approved in batches, with regular progress reports being provided by your treating physiotherapist to let IPRS Health and the referrer who is funding the treatment know how you are responding to treatment, and the improvements you are making. This is what we mean by ‘approval’ and it ensures that whoever is paying for your treatment is fully informed about your progress and ongoing need for further treatment.

How can I give feedback to IPRS Health?
Customer feedback is very important to us at IPRS Health and is a valuable tool to help us know how we are doing as a service provider. We take feedback seriously and review every piece we receive. We are non-complacent in the services we provide to our customers/patients and are always reviewing ways to improve on what we do. We, therefore, welcome all feedback, positive and negative alike, in order to help us provide the best service possible. To provide us with feedback, click here.

Contact Us
If you have a general enquiry please call 0800 072 1227, or alternatively, you can email us at health@iprsgroup.com. Our offices are open from Monday to Friday, from 9.00 am to 5.00 pm.