New Patient Information
Thank you for booking an appointment with Pelvix — we look forward to meeting you. We’ve put together the information below to answer any questions you have before your appointment.
What to do in preparation for your appointment
Before you arrive, please complete the online health assessment questionnaire linked in your confirmation and reminder emails. If you need help, or a paper version, just let us know.
If you’re using health insurance, make sure you have authorisation in advance and that you’ve put your policy number and claim/authorisation number on your health assessment form.
What do I need to bring?
Please bring any previous clinic or hospital letters or scan results and a list of medication, if you haven’t listed this on your health screening form.
How do I cancel or rearrange an appointment?
If you need to cancel or move your appointment, please call 07378 362208 or email admin@pelvix.co.uk with as much notice as possible. Our cancellation policy is tiered:
- More than 48 hours’ notice: we’ll refund your appointment (less a £5 admin fee) or move it free of charge.
- 24–48 hours’ notice: we can move your appointment but can’t refund the fee.
- Less than 24 hours’ notice: the full appointment fee is due.
For full details, see the Payment & Cancellation Policy section below.
How can I pay for my appointment?
If you’ve booked online, you’ll have had the option to pay at the time of booking. If you chose not to, or you booked over the phone or email, we’ll send you an invoice with instructions on how to pay — usually the same or next working day. Invoices have a 5-day payment deadline.
Wherever possible, we ask that appointments are paid in advance. If your invoice is still unpaid a day or two before your appointment, we may give you a friendly call to confirm you’re still coming.
We accept card or BACS. Please let us know if you’d like a receipt for insurance purposes.
What is your refund policy?
If you give us more than 48 hours’ notice, we can refund your appointment fee less a £5 admin fee — or move the appointment to another date free of charge. Within 48 hours of the appointment, refunds aren’t possible, but we can usually still move it where there’s more than 24 hours’ notice.
For session packages, see the Payment & Cancellation Policy for full refund and transfer terms.
How do I get to the clinic?
Pelvix is located at Hillcrest, 143 Wellsway, Keynsham BS31 1JA.
Accessibility
Pelvix is unfortunately not accessible to wheelchair users, or people with poor mobility, as there is a short set of steps to access the main entrance.
Is there car parking available?
Yes, there are two spaces in the clinic car park.
Please note that the driveway at the clinic may be a tight fit for large vehicles. If needed, there is additional on-street parking nearby on Sunnymead Road, just around the corner.
What should I expect at my first appointment?
We’ll start by discussing your symptoms, lifestyle, and goals. A physical examination will be offered, which can include checking the joints around your pelvis and, if appropriate, a vaginal or rectal examination. These are entirely optional and will only take place with your full consent. You’re welcome to request a chaperone, though this may require rescheduling to ensure the availability of another member of staff. You can also bring someone with you if you wish.
We’ll go through everything in detail during your appointment. If an examination takes place, we’ll review the findings together and agree on a personalised treatment plan. You’ll also receive a written summary afterwards. If you’re experiencing pelvic or back pain, it may help to observe how you move. Please wear loose, comfortable clothing — shorts can be helpful, but aren’t essential. Gentle movements or exercises may be included in your session.
How long should I allow for my appointment?
Allow up to an hour for your first appointment, or 90 minutes for complex appointments.
What does treatment involve?
Depending on your assessment, treatment may include a combination of techniques such as myofascial and muscle release, guided strengthening, internal and external manual therapy, personalised exercises, biofeedback, shockwave therapy, electrical stimulation, and hands-on techniques to improve movement and function. All treatment options will be discussed with you in detail and no form of treatment is compulsory.
Consenting to assessment and treatment
Before any assessment or treatment takes place, we will explain what is involved and ensure you understand your options. You are encouraged to ask questions at any time, and you have the right to decline or withdraw consent without affecting your care. For intimate examinations, written consent will always be sought, and your comfort and dignity will be prioritised throughout.
How many appointments will I need?
This is very individual — some people will only require one or two sessions, others will require treatment over a much longer period of time. Please be assured, we will never recommend treatment unnecessarily.
What you can expect from us
At Pelvix, we take our responsibility to provide excellent care seriously. You can expect us to listen to you. We won’t rush you — our appointments allow enough time to make sure you feel heard. We personalise your care to make sure you are treated as an individual, not another number. We’ll explain all our findings and outline your options for treatment so you can help decide what feels best for you. If we think we can’t help, we’ll be honest with you. We always put your needs first so you feel comfortable and respected, and we’ll make sure we give you the knowledge and skills you need to help yourself.
What we expect from you
We run a busy clinic, often with a waiting list, so if you can’t make your appointment, we’d like to know as soon as possible so your slot doesn’t go to waste. Try to arrive on time if you can, as if you’re late, we won’t be able to run over past your allotted appointment time.
We may give you exercises and advice to follow at home which we will agree during your appointment. This is a big part of recovery, so try to make time if you can, but we understand that it is hard to be completely consistent so we’ll make sure it’s a realistic amount for you.
Confidentiality & data protection
At Pelvix, we take your privacy seriously and are committed to protecting your personal and medical information. All patient records are securely processed and stored using Cliniko, a GDPR-compliant practice management system. We also use Heidi, an AI-assisted note-taking tool, to support clinical documentation; however, Heidi does not retain any identifiable patient information, and all data is automatically deleted after one week. Your information is treated in the strictest confidence and is only accessed by those directly involved in your care. We comply fully with data protection regulations and will never share your information without your explicit consent, unless required by law. For more information, see our Privacy Policy.
Payment & Cancellation Policy
At Pelvix, we’re committed to providing the highest level of care to all our patients. Missed or late cancellations impact our ability to offer timely care to others and result in financial losses for our small business. We greatly appreciate your understanding and cooperation in helping us run a fair and efficient service for everyone.
When you book online, you’ll have the option to pay for your appointment at the time of booking. Payment isn’t mandatory at this stage — if you’d prefer not to pay straight away, we’ll send you an invoice shortly after you book (usually the same or next working day).
Invoices have a 5-day payment deadline. We ask that appointments are paid in advance wherever possible — it saves time on the day and ensures your slot is held securely.
If an invoice hasn’t been settled a day or two before your appointment, we may give you a friendly call to confirm you’re still coming.
Payment can be made by card or BACS. Please let us know if you’d like a receipt for insurance purposes.
- Session packages (the 4-session follow-up package and the 6- and 12-session shockwave packages) are paid in full at the time of booking. These represent a treatment course rather than a single appointment.
Plans change — and we’ll always try to be flexible where we can. Our policy is tiered by how much notice you can give us:
- More than 48 hours' notice: we can refund your appointment (less a £5 administration fee for card processing and administrative time), or reschedule to a date that suits you at no charge.
- 24–48 hours' notice: we can move your appointment to another date, but we can't refund the fee.
- Less than 24 hours' notice: the full appointment fee is due. The slot is unlikely to be filled at short notice and our clinicians are paid for their time.
If you hadn’t paid in advance and your appointment falls into the less-than-24-hours category, we’ll send you an invoice for the appointment fee.
Failing to attend without letting us know is treated as a missed appointment, and the full session fee is due. If you haven’t paid in advance, we’ll send an invoice.
Single appointments. As above: more than 48 hours’ notice and we can refund (less a £5 admin fee). Within 48 hours, we can move the appointment but can’t refund.
Session packages. If you change your mind about a package, we can refund the value of unused sessions at the standard pay-as-you-go price, minus a £20 admin fee, within 8 months of purchase. Unused sessions can also be transferred to a family member at no charge if you prefer.
If you arrive late, we’ll do our best to see you. However, this isn’t always possible, and the full appointment fee will still apply.
If you need to cancel or reschedule, please get in touch as soon as you can:
- Email: admin@pelvix.co.uk
- Phone or text: 07378 362208
We understand that life sometimes gets in the way. If you’re not sure whether to cancel, please get in touch and we’ll talk it through — we use discretion in genuine extenuating circumstances.
Thank you for your understanding and for helping us deliver the best care to all our patients.
Website Disclaimer
Chaperoning Policy
Complaints Policy
The person assigned by Pelvix to deal with complaints is:
Mrs Megan Jackson
Hillcrest, 143 Wellsway Keynsham Bristol BS31 1JA
Tel: 07378 362208
Email: info@pelvix.co.uk
We always welcome feedback both positive and negative and we strive to provide a service that is professional, patient centred and clinically effective and if we have fallen short of your expectations, we would like to hear about it, so we have the opportunity to put things right.
This document provides information on how to make a complaint
How to complain
In writing – to the address listed above
By email – to info@pelvix.co.uk
By telephone to 07378 362208
How long will it take?
In the first instance, we will endeavour to resolve your complaint with you verbally unless you request for communication in writing. In this case we will read and reply to your complaint within 5 business days. We will aim to fully resolve your complaint within this time period, but it may take up to 3 weeks for us to investigate fully and respond to you.
What if you are unhappy with our response?
The Health and Care Professions Council (HCPC) is the regulatory body that handles complaints concerning the professional conduct and performance or fitness to practice of a physiotherapy registrant. They can be contacted at feedback@hcpc-uk.org
The Chartered Society of Physiotherapy (CSP) is responsible for maintaining and protecting the reputation of the physiotherapy profession as well as that of the Society.
If a CSP member has acted in a way to damage public trust or confidence (including on social media), please email complaints@csp.org.uk
Or you can write to the Chartered Society of Physiotherapy:
Chartered Society of Physiotherapy
14 Bedford Row
London
WC1R 4ED