Pure Physio physiotherapy and sports injury specialists

Physiotherapy in Southampton

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Questions Related to Treatments

How does sports massage differ when delivered by a Physiotherapist?

The benefit of receiving sports massage from a Physiotherapist, is that we are experts at assessing, diagnosing and treating injuries. If you would like the reassurance of receiving a sports massage by a highly qualified medical practitioner, who can identify when a niggle is nothing to worry about or when it needs further treatment (and be able to treat it) then Physiotherapist delivered sports massage is for you.

How do I know if I need Physiotherapy or Sports Massage?

Sports massage is a form of treatment that involves systematic deep tissue massage and mobilisation with stretching and joint mobilising techniques. It can be used as a treatment technique for recovery from injury or can be used for general wellbeing purposes such as recovery from sport and exercise, or for relaxation of tension. Sports massage does not usually involve diagnosis of an injury. If you have an injury Physiotherapy is recommended as this involves a detailed assessment, diagnosis and comprehensive treatment planning and delivery, which may include many different treatment techniques. If, you are still unsure whether it is a sports massage or physiotherapy you need, we can discuss this with you, so we are able to deliver exactly what is needed. Our easy to follow pricing structure means you pay the same price for Physiotherapy or Sports Massage, so there will be no unexpected charges if you aren’t quite sure what you need at the time of booking.

What does a Physiotherapy assessment include and will I get treatment at this appointment?

A 60-minute Physiotherapy assessment includes a detailed assessment of your problem, provision of a diagnosis and appropriate treatment plan and treatment as well. We also always include advice, so you go away knowing what you can do to help improve your problem.

A 30-minute Physiotherapy assessment, includes a detailed assessment and provision of a diagnosis along with a recommended treatment plan, but will not include any treatment.

How many sessions will I need?

This varies for everyone depending on the problem. At your initial assessment your physiotherapist will be able to guide you on this. We recognise that some injuries or conditions need regular physiotherapy input either spread over a longer period or as part of an intensive course of treatment. On these occasions we recommend using the buy 6 for the price of 5 treatment package, which is available if paid for in full, in advance of your second appointment.

What should I wear?

You need to be in comfortable clothes for your physiotherapy or sports massage. Your Physiotherapist will need to see the body area requiring treatment, so you may be asked to remove clothing. It is advisable to ensure you wear appropriate under garments such as a sports bra for ladies, and shorts (essential for any leg problems). There are changing rooms at Applemore Health & Leisure if needed. We will always respect your modesty and you are always welcome to bring a chaperone.

How long does each treatment last?

Treatment can be booked for either 60 minutes or 30 minutes. Most treatments are 30 minutes long, but sports massage which involves multiple areas such as back and legs, or supervised exercise rehabilitation in the gym require 60 minutes. We are happy to advise if you are unsure.

Are your Physiotherapists’ HCPC registered?

Yes, all our Physiotherapy team are HCPC registered and have many years of clinical experience between them.

Our registration numbers can be found on the profile page of the website.

How much does it cost?

Please see the prices page of this website

Do you treat children?

We can treat children, but not toddlers or babies. If the child is under 16 we will require a parent or legal guardian to attend and be in the treatment room always. Children cannot be left unsupervised in the clinic at any time. Please call us to book an appointment for a child to ensure you are booked with the appropriate Physiotherapist.

Do you offer home visits?

Yes, we can offer home visits for musculoskeletal and orthopaedic conditions to the SO16, SO40, SO42, SO43, SO45, SO51 and SO52 postcode area. Please visit our home visit section of our website for further details.

Do you do acupuncture?

Yes. We can offer acupuncture as part of physiotherapy treatment. If you specifically require acupuncture, please ensure your appointment is booked with Jo Hipkiss.

Do I need to see my GP first?

No. The Physiotherapists at Pure Physio do not require a GP referral to be able to assess and treat you. If we are unable to help, we can refer you to an appropriate medical professional, such as your GP or a Consultant. It is worth noting, some Private Medical Insurance (PMI) companies may require you to see your GP prior to authorising your treatment. If you will be using your PMI, please check with your insurance company if a GP referral is required before making your appointment.

Questions related to booking an appointment

How do I make an appointment?

There are several ways you can make an appointment:

  • Book online direct through this website.
  • Book online via our Facebook page.
  • Telephone us on 023 8184 6867.
  • Text us on 07765001733
  • Email us at office@purephysio.co.uk
  • Fill out the “contact us” form on the website.

We have tried to make booking appointments as easy and quick as possible through the online booking facilities on the website and Facebook. If, however you would prefer to speak directly to us, please call us. If you are unable to get through, please leave a message on our voicemail and we will get back to you as soon as possible.

All bookings will be confirmed by email and a reminder email sent 24 hours before your appointment.

What do I do if I need to cancel or rearrange my appointment?

We politely ask for 24 hours’ notice if you need to cancel your appointment. A charge will be made for unattended appointments or cancellations of less than 24 hours’ notice, unless there is a valid reason. This is 50% of the normal treatment charge. Please also be aware that Insurance companies do not pay cancellation fees, so this charge will fall to you.

What are your opening times?

Appointments are available:

Monday to Thursday 8am to 8pm

Friday 8am to 4pm

Saturday 8-12 noon

Where are you – are you easy to find?

Applemore Clinic – we are located on the ground floor of Applemore Health & Leisure Centre, Claypits Lane, Dibden, Southampton SO45 5TN.

Please report to the Leisure Centre reception on arrival and the receptionist will direct you to our waiting room. Please take a seat in the waiting room and your Physiotherapist will greet you when it is time for your appointment.


Totton Clinic – we are located by studio 2 on the first floor of Totton Health & Leisure, Water Lane, Totton, Southampton, SO40 3GX.

Please report to the Leisure Centre reception on arrival and the receptionist will direct you to our waiting area which is opposite studio 2. Please take a seat and your Physiotherapist will greet you when it is time for your appointment.

Is there parking available?

There is plenty of free parking on site with several disabled parking bays.

Do you have wheelchair access?

Both Applemore and Totton Health & Leisure Centres and the treatment rooms are fully wheelchair accessible and disabled friendly.

Questions related to payment

How and when do I pay?

We take payment at the end of each individual treatment session. For those who are self-paying, we accept all major debit/credit cards, cash or cheque, Apple pay and Android pay.

For packages of treatment and home visit physiotherapy and Pilates we politely request prepayment in advance of treatment and prefer BACS payment.

Can I use my Private Medical Insurance?

Yes, we are registered with all the major private medical insurance (PMI) companies. Please ensure you have asked your PMI for an authorisation number for your treatment. If you do not bring an authorisation number to the appointment you may be asked to pay. There may be occasions when you have an excess to pay or may be required to pay for your treatment up front and then claim the treatment costs back from your insurance company. We will provide you with the necessary receipts and paperwork.

 If you have a question that hasn’t been answered here or elsewhere on the website, please give us a call on 023 8184 6867 or drop us an email at office@purephysio.co.uk. We are more than happy to help.

 If you have a question that hasn’t been answered here or elsewhere on the website, please give us a call on 023 8184 6867 or drop us an email at office@purephysio.co.uk. We are more than happy to help.

What is your privacy policy?

Pure Physio is fully committed to ensuring the privacy of our clients is fully protected and secure.  We ensure that all personal data shall be processed lawfully, fairly and in a transparent manner in relation to the client. We aim to provide privacy information that is concise, transparent, intelligible, easily accessible and using clear and plain language, and to reflect the rights of clients with regards to the processing of their personal data and information. In order to prevent unauthorised access or disclosure Pure Physio ensures suitable physical, electronic and managerial procedures to safeguard and secure personal data and information of our clients

Our privacy policy details how we protect and process the personal data and clinical information of our clients and has been updated to comply with the General Data Protection Regulation 2018 (GDPR). Full details of this can be found on our website, www.purephysio.co.uk or requested via email to our Data Representative , Caroline Trosh at office@purephysio.co.uk and a hard copy can also be found in our clinic waiting room.

Who we are:                                                                                                           Pure Physio is a business partnership formed between Mrs Joanne Hipkiss and Miss Caroline Trosh. We provide high quality musculoskeletal physiotherapy and sports massage services. Our clinic is based at Applemore Leisure Centre, Claypits Lane, Dibden, Southampton, Hampshire, SO45 5TN. Further information on our products and services can be found on our website, www.purephysio.co.uk . Our contact details are as follows: Telephone- 023 81846867, Email- office@purephysio.co.uk

How we gather your personal data:                                                                         Personal data is gathered directly from our clients at the time of booking their first appointment, either on the telephone, via email or by clients completing an online form on our online booking service on our website. At the time of collecting clients’ personal data we provide our privacy policy and the option to opt in and consent to acceptance of this. Every client we see is asked whether they agree to our privacy policy at the time of booking their appointment. If this is via telephone or email, clients will be directed to our privacy policy on our website and if this is via an online booking, there is a link to the privacy policy for clients to view and agree to prior to booking their appointment.

Clinical data will be gathered from clients face to face during their attendance at assessments and treatments. This information is recorded directly onto our Practice Management Software, Cliniko, at the time of the appointment. Records for each attendance are fully completed and saved securely onto Cliniko within 24 hours of the client’s appointment. Cliniko are fully compliant with GDPR 2018.

When we receive personal data from a source other than the individual it relates to, for example letters or emails from Private Medical Insurance Companies, Healthcare Intermediaries, GPs, Consultants or other healthcare professionals, we will provide the individual with information on our Privacy Policy as soon as we communicate directly with the individual, ideally within 48 hours of receipt, but no later than one month after receiving the personal data. The details will be entered or scanned onto Cliniko and original documents permanently deleted or destroyed.

Why we gather your personal data:                                                                  GDPR 2018 states that we can use and process personal information if we have an appropriate and lawful reason to do so. If we have been given clear, concise consent from a client to process their data then this is a lawful reason to do so. Agreement to our Privacy Policy implies this consent. Furthermore Pure Physio believes we have a legitimate interest to use and process clients’ personal information to enable provision of the most appropriate and effective treatment and services to our clients.


Pure Physio uses consent as our basis for lawful processing of data. We comply with GDPR 2018 with regards to consent ensuring it is freely given, specific, informed, unambiguous and explicit.  Consent regarding agreement to our Privacy Policy is gained when booking an initial appointment. Consent regarding provision of treatment and liaising with healthcare professionals or third party insurance companies is gained prior to starting the initial assessment. Clear, unambiguous questions are asked and demonstrated by clicking on the appropriate box either during the online booking process or on Cliniko. Clients can withdraw their consent at any time via a request to their Physiotherapist at the time of an appointment or via the Data Representative using the contact details, although clients should be aware that without agreement to our privacy policy we will not be able to provide safe and effective assessments and treatments and this may affect our clinical decision making, meaning that without a client consenting to our privacy policy they cannot unfortunately receive any of our services. If a client withdraws their consent to treatment then we will discontinue treatment immediately unless it is deemed clinically unsafe to do so. If a client withdraws their consent to liaise with other medical professionals, we will respect this decision, unless it is clinically unsafe or the client is likely to significantly deteriorate or come to harm, in which case we are professionally obliged to inform their GP

Where we keep your personal data and information:                                         Pure Physio carefully records and stores all personal and clinical data on our Practice Management Software, Cliniko.  Outgoing letters containing client’s data, for example to other medical professionals, insurance companies or clients themselves, are printed off directly from Cliniko, either in the clinic or at our registered office by our Data Protection Representative, and posted immediately to the recipient. Outgoing emails containing client data are sent securely using Pure Physio’s email account with Egress Switch.

How long we keep your personal data and information                                Clients’ clinical records will be kept for 6 years in line with professional guidelines from the Chartered Society of Physiotherapy (CSP) and The Health and Care Professions’ Council (HCPC). Cliniko collects information regarding how clients heard of Pure Physio and where referrals are received. These details are kept for marketing purposes although are anonymised for these purposes.

We regularly review and, where necessary, update our privacy information. If we plan to use personal data for a new purpose, we will update our privacy information and communicate the changes to clients before starting any processing. We also carry out user testing to evaluate our privacy policy effectiveness.


Clients’ Rights of Access to Physiotherapy Records

Any client receiving or having received assessment or treatment from Pure Physio has the right, under the GDPR 2018, to request access to their clinical records or personal information held by Pure Physio. If a client requires access to a copy of this information, they must request this via our Data Representative, Caroline Trosh either in writing to the address below:

Pure Physio, Applemore Leisure Centre, Claypits Lane, Dibden, Southampton, Hampshire,  SO45 5TN

Or via email to: office@purephysio.co.uk

Any queries relating to this request should also be directed to our Data Representative either by email as above or by phoning directly on 07486 374301

Once the request is received and deemed to be valid, a check will be made to establish if this information is held within Pure Physio. The information will be gathered from our Clinical Management Software, Cliniko, if the client was seen after the 1st April 2018, or from paper notes kept securely if the client was seen prior to the 1st April 2018. Please note we keep client notes for a maximum of 6 years in accordance with our Professional guidelines.

The records will be assessed as to whether personal data exemption may apply; whether the client’s legal rights may be affected; or whether any other third parties may need to be informed (e.g. the referring insurance intermediary). The client will be informed accordingly.

Pure Physio will respond to the client’s request within 48 hours and the request will be dealt with within one calendar month from date of receipt. There is no charge for providing clients with copies of their Physiotherapy records and personal information. However, a charge may be made if the request is deemed by the Data Representative to be manifestly unfounded or excessive, for example if multiple copies are required.

Pure Physio are exempt from providing this information where it would be likely to cause serious harm to the physical or mental health or condition of the client or any other person; where there is a requirement to consult an appropriate healthcare professional; or where there is exemption from non-disclosure of the identities of health professionals who have either contributed to the record or the care of the subject.

Who we share your personal data and information with                                         Pure Physio fully protects your personal data and clinical information and we do not share this information with any third party other than for those reasons outlined below:                                                     

  1. Sharing client information with other Medical Professionals                    Every client who is seen for an initial assessment in Pure Physio is asked at the time of assessment whether they consent to their Physiotherapist liaising with their GP or other medical professional should this be required. This consent is recorded in their clinical notes. If it is deemed necessary, following a Physiotherapy assessment or treatment, to communicate clinical information to the GP or to another specialist medical professional, the client will be informed and providing consent has been gained then a clinical letter will be sent either by secure email or registered post. Client  information will only be communicated if the Physiotherapist feels this is clinically necessary and beneficial for the client, for example to request investigations to confirm a diagnosis, to request blood tests to exclude sinister pathology, to refer to a specialist Consultant or GP for further assessment. Or indeed if the client themselves specifically requests details to be sent. For urgent onward medical referral a phone call will be made from the clinic with the client present, a paper copy of the clinical letter will be given to the client themselves to hand to the appropriate medical professional on arrival


  1. Requests of client records from Insurance or Intermediary Rehabilitation Companies Every client who is seen for an initial assessment in Pure Physio is asked at the time of assessment whether they consent to their details being forwarded to Intermediary or Insurance companies should a request be received. This consent is recorded in their clinical notes at the time of assessment and treatment. The Data Representative will also check that a signed client consent form has been received from the third party requesting the client records, this is required before Pure Physio release any client information. If it is deemed appropriate to release the requested information this will either be sent in a pdf document by secure email (Egress Switch) or via paper copies printed from Cliniko and sent by registered post, depending on which method was requested by the third party.


  1. Invoices and card payments Every client attendance at Pure Physio generates an invoice securely within Cliniko. Pure Physio accept card payments from clients for payment of our products and services. We use iZettle and Barclaycard to accept and process these payments. Client

invoice details are transferred automatically to our secure accounting software, Xero. Pure Physio does not communicate any client data directly with these companies, all of whom are GDPR compliant. All invoices and receipts for payments are stored securely on Cliniko, paper receipts from the Barclaycard card machine are kept securely in our registered office for our own records.

Clients’ Rights to rectification of personal data:

Pure Physio makes every effort to ensure that all clients’ personal data is accurate, up to date and correct. Our clients have the right to request rectification of any inaccurate personal data at any time. This can be done via your Physiotherapist at the time of your appointment or by contacting the Data Representative directly using the contact details above. Pure Physio will reply to requests within one calendar month and rectify the inaccurate data via Cliniko, informing the client of the same. Pure Physio will keep a record of the previously incorrect data in the “notes” section of the client record on Cliniko, rather than permanently amending personal data.

Action plan in case of data breach

In the unlikely event of a data breach, the event will be reported immediately by telephone to our data representative, Caroline Trosh, who will obtain full details of the data breach and investigate this fully.  They will inform the Information Commissioner’s Office (ICO) within 72 hours. Following this our Data Representative will carry out an audit to identify the reasons for the breach. Any actions will be highlighted to all members of the Pure Physio team and implemented in order to prevent any future breach.

How we keep records of Data Processing:

Our Data Representative has carried out a full Information audit with details of what data we hold and what we do with it. This is in line with GDPR and ICO requirements.

Should you have any questions regarding any of the above and your GDPR 2018 rights as a client, please contact our Data Representative, Caroline Trosh on 07486 374301 or office@purephysio.co.uk



Contact Pure Physio

Contact us with any queries or questions you may have. For Appointments: 023 8184 6867
Email: office@purephysio.co.uk - or use our contact page

“An easy location to get to even from other side of town with no parking issues. “