Physiotherapy appointment service

COVID-19 – Service updates

First appointments

Musculoskeletal (MSK) services offer either face to face or telephone appointments for all patients.

Any patient requiring an Outpatient Physiotherapy appointment should ring the Single Point of Access telephone number for an appointment on 0300 456 9987, Monday to Friday, between 8.30am – 12 noon (excluding Bank Holidays).

Alternatively, you can request an Outpatient Physiotherapy appointment online. See details further down this page.

Please note: Physiotherapists in local physiotherapy departments CANNOT request images such as X-Ray, USS and MRI’s, this is done at a more specialist level. However, GP’s are able to request these where appropriate (excluding MRI Spine).

Women’s Health Physiotherapists – These are face to face consultations for women struggling with bladder control and / or prolapse symptoms (telephone appointments can be arranged at the patients request if necessary) – call 0300 004 0335.

What can you do?

  • Please allow enough time for the appointment – up to 45 minutes and ensure for telephone or video appointments that you are in a place you are happy to discuss your condition/perform some movements/tests if asked.
  • For face to face appointments please DO NOT come to the department if you have any COVID symptoms, only enter the department up to 5 minutes before your appointment time, wear a face mask and attend alone where possible to help us to ensure social distancing.
  • You can also 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

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.

Appointments

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 help@patientsknowbest.com

How can I register and arrange my appointments?

This step by step guide is for patients who wish to register for a new or existing Patients Know Best record with the Torbay and South Devon Physiotherapy Service.

  • Please ‘Register with NHS login’ from the team registration page.
  • You will be directed to the NHS login sign in page.
  • Enter your email and click continue (if your email does not match an existing NHS login – you will be automatically directed through the process of creating one).
  • Enter your NHS login password and you will be sent a One Time Password (OTP) to your mobile phone.
  • Enter the OTP and click continue.
  • You will now need to agree to share your NHS login information with PKB.
  • You will be shown a registration form to complete. The form requires you to set up a password and security question for your PKB account, enter your address, and to accept both the User Agreement and Privacy Policy for PKB.
  • Complete the form and click next and you will be signed into PKB with your NHS login and linked to the specified team so you can access their resources.

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 help@patientsknowbest.com.

  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 help@patientsknowbest.com.

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