WE’RE HERE TO HELP

Great customer care is at
the heart of our operation.
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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 are some of the most common questions asked and the responses given.

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?

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 7pm 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 40 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.