Physiotherapy appointment service

COVID-19 – Service updates

Telephone consultations for first appointments

Any patient requiring an Outpatient Physiotherapy appointment should ring the Single Point of Access telephone number for an appointment 0300 456 9987. In the first instance you will be offered a telephone appointment, during which other options will be discussed.

Musculoskeletal (MSK) services are offering phone consultations for all patients – call 0300 456 9987, Monday to Friday, between 8.30am – 12 noon (excluding bank holidays).

Womens health physiotherapists are offering phone consultations for all patients – call 0300 004 0335

What can you do?

  • Please allow enough time for the telephone appointment – up to 45 minutess and ensure you are in a place you are happy to discuss your condition/perform some movements/tests if asked.
  • Have a look at the below information before the appointment, as this may help you start managing your problem straight away.

Things to try before your physiotherapy appointment.

If you have suddenly developed or noticed a rapid change in 2 more of the following symptoms within the past week attend A&E immediately.

  • Loss of feeling or pins and needles between your inner thighs or genitals
  • Numbness in or around your back passage or buttocks
  • Altered feeling when using toilet paper to wipe yourself
  • Increasing difficulty when you try to urinate
  • Increasing difficulty when you try to stop or control your flow of urine
  • Loss of sensation when you pass urine
  • Unaware of leaking urine or recent need to use pads
  • Not knowing when your bladder is either full or empty
  • Inability to stop bowel movement or being unaware of leaking
  • Loss of sensation when you pass a bowel motion
  • Change in ability to achieve an erection or ejaculate
  • Loss of sensation in genitals during sexual intercourse

What you can expect from your phone consultation

  • Your physiotherapist will take a detailed history about your problem, how it is impacting on your day to day life and will ask information about your past medical history/medication – so please have this to hand.
  • They may ask you to perform some movements or tests to help build a picture of your problem.
  • They will give you advice about how to manage your problem, sign-post you to resources that will help, provide exercises relevant to your needs. This information can be posted or emailed to you.
  • They will discuss the next steps – this may include a follow up with either telephone or video-consultation. A limited number of face to face consultations are available at some hospital sites.
  • Many of the services that we would normally be able to offer our patients are not yet up and running. We are doing our best to support our patients until this changes.

Please ensure that all our staff are treated with respect on the phone lines. Thank you.

Do I need to see the Physiotherapy service?

Physiotherapy helps you to regain strength and function after a mild sprain or strain to a joint, but not everyone needs to see a physiotherapist. This video will explain what you can do to care for your injury and when you need to seek further advice.


The Torbay and South Devon Physiotherapy Service is for patients registered at a GP practice in Brixham, Paignton, Torquay, Ashburton, Bovey Tracey, Chillington, Dartmouth, Dawlish, Ipplepen, Kingskerswell, Newton Abbot, Teignmouth, Totnes or surrounding areas. We offer musculoskeletal (MSK) appointments in local hospitals across the area.

You can refer yourself for an musculoskeletal (MSK) physiotherapy appointment and do not need to see your GP first. Currently 50% of our patients do not see their GP before contacting us. To book an appointment, please contact us using the details below. Appointment times vary for all clinics and a suitable date, time and location will be arranged with you.

Patients can use our easy, online appointment request service, or call us 8.30am – 12 noon, Monday to Friday on 0300 456 9987 (local rate). However, please note: At peak times you may be unable to get through to the booking service by telephone on the first attempt. Please continue to try and a booking clerk will become available. Also see: Things to try before your Physiotherapy appointment.

If you have any of the following, neurological problems, such as: Parkinson’s Disease, Stroke or Multiple Sclerosis, or children’s developmental problems such as Cerebral Palsy, you will need a specialist team referral, following discussion with your GP.

Patients Know Best self referral appointment service

Physiotherapy have introduced a method of communicating electronically with their patients. Any patient registered with a GP in the South Devon area is now invited to create a Patients Know Best account to communicate directly with the Physiotherapy team at Torbay Hospital whilst enabling the patient to access information and store their medical records.

Patients Know Best (PKB) is a system that allows you and the people supporting your care to share information about your care. It also means you can communicate securely with those involved in your care. You can access it on your computer, smartphone, tablet or any device that has an internet connection.

Please create your account and request your physiotherapy appointment.

Already registered? Login into your Patients Know Best account

For help and information about Patients Know Best, including how to register and send messages to your clinician, email

How can I register and arrange my appointments?

Please register as a new user or affiliate your account with this team if you are an existing user. After you have registered for an account, you can log-in and start a pre-appointment consultation to request an appointment. You do this from your record’s homepage by selecting the ‘Request Physiotherapy Appointment’ consultation from the drop downs beside the start button as shown in the example below.

PKB physio screen

What happens next?

Once you have requested a referral, and completed a short questionnaire, the Physiotherapy team will endeavour to respond within one working day with an appointment date and time. You will receive an email notification each time you receive a message in Patients Know Best, and you can log in to view the details of that message. Please note, appointments are generally scheduled within the next 72 hours to ensure you are seen as soon as possible.

Frequently asked questions

  1. Is it medically secure? Yes. Patients Know Best is covered by the Data Protection Act and operates within strict NHS security standards.

  2. Who owns the information? The system operates for your benefit and is a patient-owned medical records and communication system, which enables you to allow others to discuss your health and treatment.

  3. Why can’t I use email to communicate with my healthcare team? The system needs to ensure confidentiality, and because email cannot itself guarantee only the intended recipient reads the message, a safe way of electronically communicating has been offered: PKB. All information about your health is kept safe in the secure PKB website at all times. This makes it a lot safer and more secure than using your regular email account. When receiving a message through the PKB system, you will receive a notification into your normal email to look in your PKB account. This is a similar model to that which banks use when communicating financial information with their customers.

  4. How can I learn more about the service? Please visit the Patients Know Best website for further information and case studies. For help and information about Patients Know Best, including how to send messages to your clinician, email

  5. Are other hospitals using Patients Know Best? It is used internationally, and one of the benefits for patients is if you need to seek medical attention when abroad you will be able to access your medical record anywhere in the world through a computer, tablet or smartphone connected to the internet. This will help you share your medical information when abroad or on holiday.

  6. How can I verify my account? Your clinical team will need to verify your account so that they can confirm that you are the patient before medical information is sent to you. Please note: If you have an account opened for you directly by your doctor, they know you already, so your account will already be verified.

    As the Physiotherapy team are trialling the new system, they are currently unable to verify patients’ accounts – however we are looking to set this up in the coming months. When this happens, you will be asked to bring proof of identification to your appointment to fully activate your account. If an account is verified and contains the patient’s NHS number, information from the hospital can start to automatically flow into the account. Patients will also be able to invite other professionals and carers to view your record should you wish.

Help and information

For help and information about Patients Know Best, including how to register and send messages to your clinician, email

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