Helping care for your muscles, bones and joints
Specialists at our health centres can help treat many issues concerned with your body’s muscles, bones and joint mobility. We combine diagnostic techniques and clinical treatments to help guide you back to your best. Our MSK services are available to everyone aged 18 and over, and you don’t need to be a Bupa member.
Orthopaedic surgeon consultations
The price for X-rays and blood tests is variable. Your doctor will be able to advise you of the cost, depending on what you require.
Please check with a Bupa health centre on which services they provide.
A fee will be charged for non-attendance and when cancelling an appointment without giving 24 hours notice for Orthopaedic Physician, Physiotherapy, Osteopathy and Podiatry appointments.
Frequently asked questions
Do I need to be a Bupa member to use your service? Do I need to be a Bupa member to use your service?No. You simply pay for your own treatment, and in some cases we can provide treatment for people covered by other health insurance providers. It’s important that you first check to make sure the proposed treatment is eligible with your own provider under their policy terms.
The Bupa musculoskeletal team is made up of some of the most experienced specialists in the UK, including those who work for Great Britain’s Olympic teams and a number of professional sports disciplines including rugby, football, cricket and UK Athletics. This means that all our specialists (and customers) benefit from the knowledge, experience and guidance of this expertise.
All Bupa physiotherapists are musculoskeletal specialists with a minimum of five years’ experience, many with postgraduate specialist qualifications and experience in occupational health, manipulation, biomechanics and sports injuries.
Will it hurt and what do I do if something goes wrong? Will it hurt and what do I do if something goes wrong?You may be worried that your treatment will hurt and cause more pain than you already have. We are very aware of the importance of limiting the amount of pain and discomfort that you are experiencing. You may experience some treatment soreness, but this is usually short-term and settles. If discomfort is excessive your treatment will be altered accordingly.
We are always pleased to hear about aspects of our service that you have particularly appreciated. We also want to hear about any problems you have experienced so that we can deal with them and improve our service for the future.
If you have a complaint about any aspect of our service, we would like to address this straightaway. If possible, please speak to a member of staff at the centre. All centres have a complaints handler who has had specific training. Or you may prefer to talk to the centre manager.
If we cannot satisfactorily resolve your concerns there and then, you may wish to make a complaint by telephone or in writing. Please call or write to the centre manager. Our centre addresses can be found using our Finder tool.
We’ll aim to give you a written acknowledgement of your complaint within one working day of receipt. A full response will be made within 20 working days. All complaints are dealt with confidentially and impartially.
If required, your complaint will be referred to the regional manager and may be escalated to the managing director.
We keep a record of every complaint and look at how many we receive and the reasons why. We use this information along with our customer surveys to help make sure we continually improve the service we provide.
This procedure does not affect your legal rights.
Yes, chartered physiotherapists with the appropriate postgraduate training are qualified to manipulate.
There is no pre-determined number of treatments for a specific condition. However following your initial consultation, your clinician will discuss and agree a treatment plan with you. This may include advice regarding the approximate number of treatments you need. However, it’s important to bear in mind that each person responds to treatment differently.
What provision do you have for disabled customers? What provision do you have for disabled customers?Please let us know of any disability at the time of booking so that special arrangements and/or an extended appointment can be made for you. For customers with restricted mobility we will need to give additional instructions regarding parking or access to the building. Customers with other difficulties such as communication problems should, where possible, arrange for a friend, relative or other assistant to accompany them, for example, an interpreter or signer.
Bupa health centres providing musculoskeletal services do not have specialised equipment such as hoists.
The first time that you contact us, we will ask you to provide some personal details and open a confidential medical file for all your records. All patient records are subject to the same strict rules of confidentiality that you would expect of any medical records. No information will be passed to any third party without your consent.
Clinical governance is "a framework through which organisations are accountable for continuously improving the quality of their services and safeguarding high standards of care by creating an environment in which excellence of clinical care will flourish".1
It requires that as an organisation we have:
- quality improvement activity eg, audit
- a process for monitoring
- internal and external reviews
- clear policies to manage risk
- clinical incidents reporting
- a clear complaints handling policy
- management and reporting of poor performance
Care Quality Commission
This organisation requires that all our procedures and policies place the client as the most important stakeholder, and that we ensure client safety at all times through clear policies and procedures.
Bupa Centres are regulated and inspected a minimum of once a year by the National Care Standards Commission. A copy of the latest inspection report is available from:
Care Quality Commission
Newcastle upon Tyne, NE1 4PA
We currently operate under the guidelines of the ISO9001:2000 quality management system. As part of this, we operate a stringent clinical standards policy with full internal audit of all procedures. All non-clinical staff also undergo regular appraisal through the Bupa Positive Performance Management process.
1. Source: BMJ 1998; 317 : 61 (Published 4 July 1998)
Details of our claims and referral process can be found here.
No, anyone can have an appointment. You only need to be referred if you are using your medical insurance to fund the treatment. If you are paying personally, you can self-refer.
Most insurance companies will request a referral to one of our specialists, either from your GP or another doctor. Check with your health insurance provider that they will cover your treatment before booking with Bupa. When you book your appointment with us, you will be required to supply your medical insurance details.
How do I book an appointment and what happens if I need to change or cancel my appointment? How do I book an appointment and what happens if I need to change or cancel my appointment?To make an appointment please call us on 0345 485 7378 ^. If you have private medical insurance, please make sure you have your policy number and an authorisation code for treatment when making your appointment.
Find your nearest centre
If you need to change or cancel your appointment, please call us with at least one working day or 24 hours’ notice. If you cancel later than this you will incur a cost.
For physiotherapy, osteopathy and podiatry you will be charged 100 percent of the fee if you fail to attend or cancel with less than 24 hours notice.
For Musculoskeletal Physicians and Orthopaedic Surgeons you will be charged 100 percent of the fee if you fail to attend or cancel with less than 24 hours notice. If you cancel your appointment with 72 to 24 hours notice you will be charged 50 percent.
What do I wear and what do I need to bring on my first visit? What do I wear and what do I need to bring on my first visit?You may need to undress to your underwear so that your clinician can examine you. Alternatively, you may be asked to change into shorts and a t-shirt so you may wish to bring your own along with you.
If you have had any previous tests such as an X-ray or MRI scan, bring the results of these and any other letters that your doctor may have sent you. If you are taking any medicines, bring these as well.
Your first appointment is likely to last about 45 minutes. Any follow-up sessions are usually about 30 minutes.
If you have been referred by your GP, and provided you are happy for us to do so, he or she will be sent a letter with an update on your progress. If you made the appointment without being referred and you would like us to notify your GP, we will be happy to do this.
Services are provided by Bupa Occupational Health Limited. Registered in England and Wales No. 631336. Registered office: Bupa House, 15-19 Bloomsbury Way, London WC1A 2BA.