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We love hearing from you in person, but there may be times when all you require is quick bit of information. Here is a selection of the most commonly asked questions.

WHERE TO PARK

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Prime-Health-Parking-Plan

GENERAL FAQ’s

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Q: Is Prime Health open to everyone?Q: Will I need a referral?Q: How do we pay for services?Q: Do you operate a cancellation policy?Q: What are the Centre’s opening hours?Q: What are the options for travelling to the Centre?Q: If I come by car is there any parking?Q: Do you have disabled facilities?Q: Which Health Insurance companies are you accredited with?Q: Is Prime Health registered with the Healthcare Regulator?Q: Are all your Consultants and clinicians properly accredited and qualified?Q: Can I book Consultant appointments with you?Q: What do I need to wear to my appointment?

Is Prime Health open to everyone?

Yes, we try to welcome as many people as possible to Prime Health, whether able bodied or disabled, active or sedentary, health insured or self paying. There may be the some occasions when we are unable to provide assistance to clients because of age (the client may be too young) or because of a presenting medical condition we are unable to treat but we will endeavour to explain why if contacted?

Will I need a referral?

It you are using private health insurance for Medical Consultations, Diagnostic Imaging or Therapy services then your insurance company will usually expect a referral to have been agreed in advance by your GP. If you are self-paying for the Therapy, Health & Fitness, Private GP or Consultant services then you can normally self refer, however it is sometimes best to have been referred by a healthcare professional so that the clinicians get the full picture regarding general health and previous medical conditions. With regards to Diagnostic Imaging referrals, only a Doctor or appropriately qualified clinician (IRMER accredited) can refer you for an X-ray because it requires you to be exposed to radiation. If you are self paying for an MRI or Ultrasound, you can request the investigation and one of the Prime Health clinical team will judge whether it is an appropriate investigation for you? It may require a consultation to make the referral.

How do we pay for services?

If you are using health insurance, then we will liaise directly with the health insurance company unless there is an excess to pay at which point we will collect payment from you. We have a Chip and Pin machine on site and can take payment through all major Credit and Debit cards except American Express. If you so wish you can also pay via cash and cheque.

Do you operate a cancellation policy?

Yes, Prime Health does implement a cancellation policy. Without this in place, the self employed clinicians working at Prime Health and company itself would lose approximately £30,000 of revenue per year due to clients failing to attend their appointments. If less than 24 hours notice is given to cancel an appointment the full charge will be applied unless that appointment can be filled by another client.

Please note that insurance providers will not pay cancellation charges, they are the sole responsibility of the client.

What are the Centre’s opening hours?

We are open from 8am to 8pm Monday to Friday for Diagnostic, Consultation, Therapy services. We also open 8am to 1pm on Saturday’s for Private GP, Diagnostic Imaging and Consultant clinics as necessary. Personal Training sessions are often available earlier and later than the opening times, so please speak to your Trainer for more information.

What are the options for travelling to the Centre?

The easiest way to reach Prime Health is by car but if you rely on public transport we are located approximately 15 mins walk between two train stations – Weybridge and Byfleet & New Haw. The Number 51 bus between Staines and Byfleet also stops just outside Horizon Business Village.

Is there any private car parking?

Yes, we have 39 private car parking spaces for clients and staff. Once you turn into Horizon Business Village, keep following the service road around to the right and park in the second car park.

Please check on our Parking Plan to see where our allocated parking bays are.

Do you have disabled facilities?

Yes our Centre is designed and fully compliant for disabled clients, with adapted toilets, a sit down shower, lift access to all floors and hearing loop facilities. If you require any specific assistance during your visit please do not hesitate to let us know.

Which Health Insurance companies are you accredited with?

We are accredited with all the major companies including Bupa, Axa PPP, Aviva, Vitality, WPA, Cigna, CS Healthcare and Exeter Friendly. If you are planning to use your Health Insurance for Diagnostic Imaging, Doctor Consultations or Therapy Treatments, please make sure you receive authorisation from your Insurance company before starting treatment otherwise you will be asked to pay for these services on the day.

Is Prime Health registered with the Healthcare Regulator?

Yes Prime Health is registered with the Care Quality Commission (CQC) Certificate number CRT1-438323277. We are regularly inspected by the CQC and the results of their inspections can be found online at www.cqc.org.uk.

Are all your Consultants and clinicians properly accredited and qualified?

Yes, we ensure that before working at Prime Health all professional qualifications, accreditation and memberships of professional governing bodies are checked and up to date.

Can I book Consultant appointments with you?

We do not directly book the appointments for most of the Consultants working at Prime Health. This is done by the Medical Secretary working for the Consultant you wish to see. However we would be only too happy to put you in contact with the Consultant’s office. However we do book appointments for Dr Tim Swan, Dr Justin Yeoh and Dr Jane Rosbotham.

What do I need to wear to an appointment?

It is important to feel as comfortable as possible during your consultation, scan or treatment so it’s best to wear loose fitting clothing. Please bring shorts with you for lower limb problems. If you are coming for personal training or exercise classes then please wear appropriate exercise clothing and trainers.

FITNESS FAQ’s

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Q: Does Prime Health operate like an ordinary membership gym?Q: How do I book an appointment?Q: How do I pay for services?Q: What are the Centre’s opening hours?Q: What are the options for travelling to the Centre?Q: If I come by car is there any parking?Q: Do you have disabled facilities?Q: What do I need to wear to my appointment?Q: Do you have shower facilities?Q: Do you operate a cancellation policy?Q: Are all your Therapists and coaches properly accredited and qualified?Q: Can I book Consultant appointments with you?Q: What do I need to wear to my appointment?

Does Prime Health operate like an ordinary membership gym?

Not really. Our light, airy gym space is based over two floors and runs very much like a Personal Training studio. All clients exercising in the gym whether on an individual, buddy or class basis, will be supervised by one of our expert Health and Fitness specialists. Unlike ordinary membership gyms we do not have multiple pieces of cardiovascular equipment or weights machines, however we have all the equipment you could possible require to improve your functional health and fitness.

How do I book an appointment?

For Physiotherapy and Osteopathy we can book appointments directly into the diary for you. With the Personal Trainers, Sports Masseurs, Life Performance Coaching, Pilates and Nutritional Therapy we would put you in contact with the relevant therapist or coach to arrange the most convenient time for your appointment.

How do I pay for services?

Health insurance companies do not usually cover Health & Fitness services, so we will collect payment just prior to or immediately after you session has been completed. We have a Chip and Pin machine on site and can take payment through all major Credit and Debit cards except American Express. If you so wish, you can also pay via cash and cheque.

What are the Centre’s opening hours?

Our normal opening hours are from 8am to 8pm Monday to Friday. Personal Training sessions and group classes are often available earlier and later than the opening times, so please speak to your Trainer for more information.

What are the options for travelling to the Centre?

The easiest way to reach Prime Health is by car but if you rely on public transport we are located approximately 15 mins walk between two train stations – Weybridge and Byfleet & New Haw. The Number 51 bus between Staines and Byfleet also stops just outside Horizon Business Village.

Is there any private car parking?

Yes, we have 39 private car parking spaces for clients and staff. Once you turn into Horizon Business Village, keep following the service road around to the right and park in the second car park.

Do you have disabled facilities?

Yes our Centre is designed and fully compliant for disabled clients, with adapted toilets, a sit down shower, lift access to all floors and hearing loop facilities. If you require any specific assistance during your visit please do not hesitate to let us know.

What do I need to wear to an appointment?

It is important to feel as comfortable as possible during your personal training session or exercise class so please make sure you wear appropriate exercise clothing and trainers.

Do you have shower facilities for after training?

Yes, we have two shower rooms, one of which is a sit-down shower specifically designed for disabled clients. We ask that you remember to bring a towel and body wash with you for personal use.

Do you operate a cancellation policy?

Yes, Prime Health does implement cancellation policy. Without this policy, the self employed clinicians working at Prime Health and company itself would lose approximately £30,000 of revenue per year due to clients failing to attend their appointments. If less than 24 hours notice is given to cancel an appointment the full charge will be applied unless that appointment can be filled by another client.

Please note that insurance providers will not pay cancellation charges, they are the sole responsibility of the client.

Are all your Therapists and coaches properly accredited and qualified?

Yes, we ensure that before working at Prime Health all professional qualifications, accreditation and memberships of professional governing bodies are checked and up to date.

Can I book Consultant appointments with you?

We do not directly book the appointments for most of the Consultants working at Prime Health. This is done by the Medical Secretary working for the Consultant you wish to see. However we would be only too happy to put you in contact with the Consultant’s office. However we do book appointments for Dr Tim Swan, Dr Justin Yeoh and Dr Jane Rosbotham.

What do I need to wear to an appointment?

It is important to feel as comfortable as possible during your consultation, scan or treatment so it’s best to wear loose fitting clothing. Please bring shorts with you for lower limb problems. If you are coming for personal training or exercise classes then please wear appropriate exercise clothing and trainers.