Patient FAQs

We, like many other NHS providers of care, are currently challenged in our ability to meet the surge in demand that has transpired as COVID-19 restrictions have been eased.

Our staff are working tirelessly to provide an acceptable level of care during very difficult times. Thank you for your ongoing patience and for showing our staff compassion.

Connect Health Patient FAQs


If you have a query about the appointment booking process, you can access our Patient FAQs below.

If you would like to find out more about our Patient Portal and how it works, you read more here.

If you have a general enquiry about your NHS appointment during Covid-19, please see our additional FAQs here.

You can request a referral through your GP / healthcare professional or, if your service offers it, you can self-refer by telephone or by using our online triage tool at

You can check your options on our website at

Once we receive your referral from your healthcare practitioner, you are registered on our system and offered a digital self-assessment through PhysioNow®.

If you telephone us to self-refer, we will register you on our system. In both instances, you will be offered the next available appointment. If there are no appointments available, we will add you to the waiting list and you will be offered one as soon as possible.

We have made it easier for you to arrange an appointment with us, with the introduction of our new appointment booking service.

If you have completed PhysioNow, you will be sent an email and / or a text message with our first available appropriate appointment for you. From here you can confirm or reject this appointment via the link included in the message.

If you decide the appointment date and time is not for you, you can choose to reject it and we will contact you when our next appointment becomes available.

We are experiencing a high demand for our services, and our next available appointment may be later than you were originally offered.

Of course, you can still call and speak with us on our dedicated telephone lines, which can be found here

Please note, whether you choose to call us or use our new appointment booking service, you will be offered the first available appropriate appointment.

We do not ask you for any personal details to confirm your appointment and the service complies with NHS cyber essentials requirements as well as General Data Protection Regulations (GDPR).

We have expanded our Patient Care Advisor team to help us deal with the current increased demand.

We would ask that you please hold, and we will answer your call as soon as we can.

Call times vary however at peak times, your wait can be lengthy to speak with us. We are actively recruiting to support the increase in demand and reduce your waiting time down to our usual level of service.

Our busiest times are usually mornings between 9 – 12 and then between 1pm and 3pm.

At present we do not offer a call back service.

We are working on offering appointment booking online and this will be available soon, however we do not offer this service at the moment.

If you feel your symptoms are worsening, you are unable to wait or you feel unwell, then please contact your GP or 111.

Your appointment type will depend on your referral reason. We offer a number of different services, some of these are delivered by telephone, video, face to face or in group sessions.

You will be added to our awaiting appointment waiting list – if any cancellations are received, then we will offer these appointments to patients.