COVID-19 (Coronavirus) Update
A virtual physiotherapy service is available alongside our traditional face-to-face service. You can access our new virtual service in the same way as our standard physiotherapy – see the "How to use this benefit" section below for details.

It is for this reason that all Nuffield Health Employees now have access to our unique Physiotherapy Triage Services and face to face treatment.

Just one phone call will get you a Triage telephone appointment within 24 hours with a registered and experienced physiotherapist who can advise you on the best immediate action and help you plan what to do next.

This Triage service for all employees is available whether you are in the company’s Private Healthcare Plan or not.

How to use this benefit

If you have not joined the Nuffield healthcare scheme, to arrange your initial telephone Triage appointment, please call 0345 045 4845, select ‘New Booking’ and state you are a Nuffield Health employee wanting to book a physiotherapy triage appointment. The Booking line is open Monday to Friday 8.00am – 6.00pm.

If you have joined the Nuffield Healthcare scheme you can call BUPA on 0800 0287687 instead.

Please see the data flow diagram which maps out the route you should take, and the information you will need to have at hand, depending on whether you are a member of the company’s Healthcare plan or not.


What is physiotherapy?

Physiotherapy is a treatment used to help with the pain relief, healing and rehabilitation of most sport, medical and surgical conditions. It is appropriate for a range of muscle, joint and nerve conditions whether resulting from injury, illness or disability.

Physiotherapists use a range of physical, hands-on techniques. As well as manual treatment they will also advise you on changes to lifestyle and ways you can reduce further muscle and joint problems with exercise programs and methods to cope with chronic conditions. If they consider it appropriate, physiotherapists may recommend you are seen by other specialists, for example orthopaedic surgeons, pain specialists or rheumatologists.

What does the Physiotherapy telephone Triage assessment involve?

A physiotherapist will begin with a full assessment over the phone to establish the cause and nature of your condition. After this, the physiotherapist will look at the results and consider your past medical history to determine, in conjunction with your wishes, what treatment is most fitting for your needs and create a personalised treatment plan.

Who can use this benefit?

This benefit is available to employees only. Bank workers, self-employed workers and consultants are not eligible.

How much will it cost?

The triage assessment and any ongoing telephone advice offered, is absolutely free. If you are referred for treatment, the initial 45 minute consultation and any follow up appointments will only cost you £22, which represents a generous 60% discount for employees.

If you are a member of the Nuffield Healthcare scheme, you can claim the cost of the physiotherapy treatment on the scheme up to a maximum £1000 and subject to the scheme’s excess of £100 in a membership year

I am a member of the of the Company’s Healthcare Scheme but want to use the self-pay route.

If you are a member of the Nuffield Healthcare plan, you should still book your initial appointment via the Bupa helpline. Bupa will arrange a free triage with a Nuffield Health physiotherapist after which you will have the option to self-pay if face-to-face physiotherapy is required.

Did you know?

The majority of patients who require physiotherapy respond to appropriate treatment and exercise; in fact 7 out of 10 patients get better in just 5 sessions or less. This means that, with your discount, an average course of physiotherapy will only cost you approximately £100.

How does this benefit work?

Not everyone needs to see a physiotherapist, but some conditions do warrant physical hands on therapy.

I am not a member of the Company’s Private Healthcare Plan

If you are not a member of the Healthcare plan and your telephone triage assessment identifies the need for physiotherapy, you have three main options:

Option 1: Self-management. Following your initial triage telephone assessment, you will be given self-management advice and exercises. Follow up calls will be arranged to check progress, but if no progress is made or the physiotherapy is not sure of progression, face to face referral will be advised.

Option 2: Face to face treatment. Following your initial triage telephone assessment, you may be referred to a Nuffield Health physiotherapist, for self-pay treatment. This may be at any of our Nuffield Health owned sites and as a Nuffield Health employee you will receive a 60% discount on the cost of self-pay sessions

Option 3: Referral to your GP. Our physiotherapist will identify if you need physiotherapy or a referral for other specialist care. They will send to you a letter outlining their assessment and recommended care plan which you can take to your GP and source on going care via the NHS or other source.

*In addition to a referral to a general practitioner, Staff insured patients may also be recommended a specialist. NHS may be a specified pathway of the condition is chronic and therefore not covered by your insurance policy.

I am a member of the Company’s Private Healthcare Plan

If you are a member of the Private Healthcare Plan, you should make contact with BUPA to make your claim known (the contact number for eligible Nuffield Health staff is 0800 0287687, you will be able to book your triage with Bupa (there will be no impact to your claim by booking triage with the insurer). In addition to the three post triage call options, you also have the option for Chiro or Osteo, if clinically appropriate. As per the scheme rules, there is a £100 per year excess on any claim made through the plan. The outpatient limit for Osteo/Chiro and Physiotherapy is £1000 per calendar year.

For further information or advice please contact

*Employees may wish to start self-pay and swap to NHS when available. In these cases, Nuffield Health will send a referral letter and discharge letter to employee.

What do I need to do to make an initial telephone Triage assessment?

Call 0345 045 4845 and you should have the following available:

  • Payroll number (which can be found on your payslip) This is how we identify you as an employee of Nuffield Health and therefore please have this information available.
  • Personal details, including home address and suitable contact number. Credit/Debit Card details (please note that no deductions will be made from your card unless you are referred for treatment and you attend the initial 30 minute consultation)

How do I pay for my discounted face to face physiotherapy treatment?

Your Credit/Debit card details will be taken when you first phone through to the contact centre representative. No deductions will be made from your card at this point. A single deduction of £22 will only be made if you are referred for treatment and you attend the initial 45 minute consultation. Any face to face treatment following this will be billed monthly, via invoice to your home address.

I am leaving Nuffield Health, what happens to my benefit?

If you resign from employment and are part way through physiotherapy treatment via the employee scheme, you can continue with the treatment but the employee discount will cease and you will be charged the market rate.

Where can I receive face to face physiotherapy treatment?

All Nuffield Health Fitness and Wellbeing sites with physiotherapy, Hospitals and Medical centres.

Is this service completely confidential?

Yes, this service is completely confidential. Your call will be recorded for quality control purposes; however your information will not be shared with HR or any other department.

I already enjoy an employee physiotherapy benefit as an employee of Nuffield Health – what does this mean for me?

This is a group wide employee benefit to ensure all employees are entitled to the same fair offering. This benefit therefore overrides all historical arrangements for staff.