Frequently Asked Questions
FAQ's
Frequently Asked Questions
Welcome to our FAQ page. Here, we address common questions about our services, treatments, and policies. If you have any additional questions, please feel free to contact us.
What types of treatments do you offer?
We offer a variety of treatments including physiotherapy, massage therapy, and wellbeing therapies with a holistic approach to address a wide range of physical and emotional conditions.
What is a holistic approach?
A holistic approach considers the whole person—body, mind, and energy. We focus on treating the root causes of issues rather than just the symptoms, promoting health, wellbeing and overall, long lasting results.
How can I schedule an appointment?
You can schedule an appointment by calling us at 02033188698, emailing us at info@hito-physio.com, texting or sending a WhatsApp message to 07413851407, or booking online through our website
How do I reach the clinic?
You can reach the clinic by tube, train, bus or car. The clinic is located inside the Biscuit Factory Complex, at the first floor of the Cocoa Studio building. Now, the complex is surrounded by a large construction site which can be often confusing. There are 2 options to reach Cocoa Studio:
- Walking in Drummond Road going south, there is a large construction site on the right side after crossing Clements Road. The first building after the construction site is the COCOA STUDIOS, between the construction site and the building there is a wooden wall (construction site access) with a little door with a lock (code: C2678Y, turning towards the left) but usually always open during office hours. Clients can enter this door which will lead them to the main building access.
- In Drummond Road going south, before the end of the road in Southwark Park Road, before reaching the Shell gas station (on the left), after the entrance of Pure Gym (on the right), there is the main Biscuit Factory gate, after passing through the gate, clients need to walk following the instruction for pedestrians until reaching a fork in the pedestrian park. The right park under the building in construction will lead to the Cocoa Studios building.
- By tube: Bermondsey Station (Jubilee Line) is the closest station, exiting the station turn right on Jamaica Road then, at the second road, turn right again entering Drummond Road, keep walking south down this road until reaching the Biscuit Factory complex (on your right, at the corner with Clements Road) which is now surrounded by a large construction site. The station is 5-7 mins walk from the clinic. The Pure Gym (the gym is on the street side of the same building) or the Shell gas station opposite to the Biscuit Factory entrance. If arriving at Canada Water Station (Jubilee Line) or Surrey Quays Station (Overground) then you need to walk towards Lower Road, then cross Southwark Park, reach Southwark Park Road, then move to the parallel road which is Drummond Road. This walk takes circa 15 mins. Once in Drummond Road then follow the above instructions.
- By BUS: take any bus to Bermondsey Station (numbers 47, 188, 381, C10, N199, N381) then walk as explained above.
- By Train: if travelling from far, the closest train station is London Bridge Station then tube (Jubilee line) to Bermondsey Station (eastbound) then follow the instructions above.
- By Car: if driving then reach Southwark Park Road then find a parking. The nearest FREE parking is in the middle of Southwark Park. This parking is free for the first 4 hours. You need to drive to Southwark Park Road and enter the large gate to Southwark Park called Jamaica Gate. There are free parkins, left and right, on the street after this gate.
Do you have wheelchair access?
Yes we have wheelchair access and a lift to/from the first floor.
What should I expect during my first visit?
During your first visit, we will conduct a thorough assessment of your condition and health history. This helps us create a personalized treatment plan tailored to your needs. The initial consultation is made of 4 parts: interview about symptoms and medical history; clinical and holistic assessment; holistic treatment; exercise plan and recovery plan.
During the session your therapist will always discuss the therapy plan with you and decide together the best techniques for your case. If you need to get undress and to uncover a certain area, then the therapist will explain to you why and how the area can be reached. You can always deny your consent if you don’t feel comfortable with what proposed or if the technique feels too painful or not relaxing for you, so the therapist can offer you a few alternative options. A few examples:
- It is possible that the best for you would be some acupuncture, but you don’t like needles then please tell that to your therapist, he/she can either offer acupressure on the same points or a completely different technique.
- The therapist offers a manipulation but you’re afraid of getting your neck or spine cracked then he /she can offer you a joint mobilisation with movement which is a guided motion where you make a certain movement while the therapist guides the joint to fully realign.
- You suffer with lower back pain but through the assessment the therapist found a gluteal or sacral restrictions. The therapist will explain the technique before performing it and will ask for your consent. If you don’t feel comfortable to the touched in that specific area then the therapist can offer you some similar technique using the elbow or guide you through some specific stretching using a foam roller or a yoga block.
What should I wear for my sessions?
Most of the techniques we use be applied on the body while remaining dressed however the best results are from a direct access to the skin. We suggest wearing comfortable clothes like lose gym suit, yoga pants, leggings, sport bra, etc to give easy access to the different body parts if necessary.
What time should I arrive prior my session?
We suggest arriving at least 10 mins before the session or even earlier if you need to find parking or walk from Canada Water/Surrey Quays. If earlier, you can spend time at the reception and read one of our books while drinking a cup of tea or coffee prepared by our receptionist.
What will happen if I am running late to my appointment?
You should notify us of your delay as soon as possible so we can inform your therapist. If you are 5-15 mins late, your session will be shorter by 5-15 mins, unless the therapist has a gap after the session and (at the therapist’s discretion) he/she wants to make you recover the delay taking some time from his/her next break. This is obviously not possible if the therapist is back-to-back with other bookings or if he/she has a meeting or a break or admin time which cannot be reduced. If you are 20 mins late or more then, usually, we suggest to reschedule if your delay falls in the few exceptions for a DNA (client not showing or not attending) or late cancellation (see below).
Can I reschedule or cancel my session?
You can cancel or reschedule free of charges until 24 hours prior the session time. Once entered the last 24hrs window we enforce our 24hrs Cancellation Policy and we charge client £75 as late cancellation fee (even when rescheduling) unless the late cancellation is due to: sickness, death of a family member, train cancelled or strikes, tube line closure. These cases should be occasional and not repetitive with a maximum of 3 late cancellations in the last 6 months. Other excuses like forgotten appointment, last minute work meetings or commitments, etc are not accepted.
Do I need to read and sign any document prior the initial consultation?
As required by law, you can have your initial assessment and related follow up, only after reading and signing our:
- Consent Form including the treatment information, consent to treatment, consent to touch, manipulation/mobilisation, consent to video and photographs, consent for minors, cancellation policy.
- Acupuncture Consent Form: informing you about the risks, possible effects and contraindications to acupuncture.
- Insurance Form: including your policy number, authorisation code, number of sessions authorised and insurer details.
- Sound Healing or Massage Consent Form in case you will book these types of sessions.
FAQ's
Payment and Insurance
Do you accept insurance?
We offer a variety of treatments including physiotherapy, massage therapy, and wellbeing therapies with a holistic approach to address a wide range of physical and emotional conditions.
What are your payment options?
A holistic approach considers the whole person—body, mind, and energy. We focus on treating the root causes of issues rather than just the symptoms, promoting health, wellbeing and overall, long lasting results.
Do you offer any packages or discounts?
You can schedule an appointment by calling us at 02033188698, emailing us at info@hito-physio.com, texting or sending a WhatsApp message to 07413851407, or booking online through our website
Do you offer refunds?
You can reach the clinic by tube, train, bus or car. The clinic is located inside the Biscuit Factory Complex, at the first floor of the Cocoa Studio building. Now, the complex is surrounded by a large construction site which can be often confusing. There are 2 options to reach Cocoa Studio:
- Walking in Drummond Road going south, there is a large construction site on the right side after crossing Clements Road. The first building after the construction site is the COCOA STUDIOS, between the construction site and the building there is a wooden wall (construction site access) with a little door with a lock (code: C2678Y, turning towards the left) but usually always open during office hours. Clients can enter this door which will lead them to the main building access.
- In Drummond Road going south, before the end of the road in Southwark Park Road, before reaching the Shell gas station (on the left), after the entrance of Pure Gym (on the right), there is the main Biscuit Factory gate, after passing through the gate, clients need to walk following the instruction for pedestrians until reaching a fork in the pedestrian park. The right park under the building in construction will lead to the Cocoa Studios building.
- By tube: Bermondsey Station (Jubilee Line) is the closest station, exiting the station turn right on Jamaica Road then, at the second road, turn right again entering Drummond Road, keep walking south down this road until reaching the Biscuit Factory complex (on your right, at the corner with Clements Road) which is now surrounded by a large construction site. The station is 5-7 mins walk from the clinic. The Pure Gym (the gym is on the street side of the same building) or the Shell gas station opposite to the Biscuit Factory entrance. If arriving at Canada Water Station (Jubilee Line) or Surrey Quays Station (Overground) then you need to walk towards Lower Road, then cross Southwark Park, reach Southwark Park Road, then move to the parallel road which is Drummond Road. This walk takes circa 15 mins. Once in Drummond Road then follow the above instructions.
- By BUS: take any bus to Bermondsey Station (numbers 47, 188, 381, C10, N199, N381) then walk as explained above.
- By Train: if travelling from far, the closest train station is London Bridge Station then tube (Jubilee line) to Bermondsey Station (eastbound) then follow the instructions above.
- By Car: if driving then reach Southwark Park Road then find a parking. The nearest FREE parking is in the middle of Southwark Park. This parking is free for the first 4 hours. You need to drive to Southwark Park Road and enter the large gate to Southwark Park called Jamaica Gate. There are free parkins, left and right, on the street after this gate.
