Frequently asked questions

MSK: What we do

How can I get an appointment?

You must be 18 or over and registered with a Greenwich GP. You should  visit your GP who will then decide with you whether to refer you to our service. You will be sent a letter from Circle MSK, attached to this letter you will find an appointment request document for the e-referral service.

You will be asked to call the e-referral service booking line on 0345 6088 888. Alternatively you will be able to book your appointment online by going to www.nhs.uk/referrals using the booking reference number and password contained in the letter.

If your problem involves your hips, knees or feet, please bring loose fitting clothing including shorts as this helps us assess you in the clinic. If you were sent an appointment letter with questionnaires enclosed, please ensure you bring the completed questionnaires with you.

How long will I have to wait before I get my first appointment?

The waiting list for the clinic varies between a few days to several weeks depending on clinic preference, urgency of referral and reason for being referred. You may be seen sooner if you are willing to travel to an alternative clinic.

How long will the appointment last?

Both MSK Physiotherapy & Podiatry - are 45 minutes for  all initial appointments . Subsequent appointments will be a maximum of 30 minutes. 

How many sessions will I need?

This varies depending on the reason for referral and the treatment.

What times/days are available?

The clinic runs daily Monday - Saturday. We run two clinics which start at 8am and finish at 5pm, however, most of our clinics are run between 8am and 4pm and vary per site/day/clinician. Eltham Community Hospital is the only clinic open on a Saturday. For a full list of our clinic's opening times, see 'Appointments & Clinic locations'.

What can I do if I cannot get child care?

Children are welcome; however, we do not have crèche facilities.

Will my GP be told what is wrong with me?

Your GP will receive a clinic letter after your first appointment and then another letter after you have been discharged. You will receive a copy of both letters.

What happens if I need an operation or further tests/investigations?

If you need an operation or further tests / investigations, we will discuss this with you during your appointment and make the necessary arrangements. If you require further tests/investigations or an operation, you will be referred to the appropriate specialist by Circle.

I need to cancel my appointment, but the service is not open

To cancel your appointment out of hours, the admin team has a voicemail service where you can leave a voicemail with your name, NHS/RiO number, contact number, date of your appointment and reason for cancelling. This will be picked up at the first available opportunity. E-referral appointments can also be cancelled / rescheduled online or by contacting the E-referral service.

What happens if I can't make my appointment?

You must notify the admin team on 020 8331 3250 giving at least 48 hours’ notice. Failure to do so could result in your discharge from the service.

If you need to reschedule an appointment, you will be offered the next available appointment which might result in you having to wait longer to be seen.

Consecutive cancellations or non-attendance could also result in you being discharged from the service as treatment becomes disjointed and less effective

Is there any chance of bringing my appointment forward?

You can contact the e-referral service booking line on 0345 6088 888.

Alternatively you can go online by going to www.nhs.uk/referrals using the booking reference number contained in your letter

What if I need a translator to help with communication?

You are welcome to bring a friend or relative who can help translate. If this is not possible, please let us know and we can arrange for an interpreter to help with the translation.

I need transport...what can I do?

If your GP has stated on the referral that you require transport for your appointment, this will be arranged for you. You will receive a phone call from the service to confirm transport has been booked the day before your appointment. If you have an appointment but have not been contacted, please call the admin team on 0208 331 3250. We cannot arrange transport for you without consent from your GP. If you are in a wheelchair, you will need to be able to transfer from your wheelchair to the taxi.

Will my details be shared with anyone?

All our staff abides by a strict code of conduct on confidentiality. We will only share information with those who need to know in order to provide good quality care. Occasionally there may be exceptions to this, for example to support a clinical audit or to monitor the quality of care provided. We will usually discuss this with you beforehand and your personal details will be kept confidential.

I received questionnaires in the post, do I need to complete them?

Yes! All questionnaires posted to you are used to improve the patient care within the service. Please complete these and bring them with you to your first appointment.

Why did I recieve a text message reminder?

The Adult MSK service offers an appointment reminder text service. This service is optional, and you can opt out at any time. You will automatically recieve text reminders unless you choose to opt out.

Text reminders are sent out 4 days before your appointment. You will need to inform the service of any changes to your contact numbers.