Over the last week or so, we have been asking patients visiting goPhysio to complete a feedback questionnaire.
We received feedback from 111 patients across our different services. We asked about their overall experience, the care they received, the results they had achieved, how easy it was to access our services and whether they would recommend us.
We really value feedback. It helps us understand what matters most to our patients, recognise what we are doing well and identify where we can make the experience even better.
The results were overwhelmingly positive and gave us plenty to be proud of, alongside some important areas where we can continue to improve.
Patients want to feel listened to and cared for
The strongest theme throughout the feedback was the way our team cares for and listens to people.
Clinical expertise is incredibly important, but patients also want to feel heard, understood and treated as an individual. They value clear explanations, friendly support and having confidence in the person caring for them.
One patient told us:
“Holistic approach, I felt listened to and for the first time didn’t feel hopeless.”
Another commented:
“All the therapists I have seen have been friendly, caring and extremely knowledgeable.”
This is exactly the experience we want to provide. Treatment should never feel like something that is simply done to you. We want every patient to understand what is happening, feel involved in their care and know that their individual goals matter.
People trust us and choose to stay connected
More than half of those who responded have been coming to goPhysio for over a year, while almost four in ten have been with us for more than three years.
This does not necessarily mean they have remained in treatment for the same problem. For many people, their relationship with goPhysio continues in different ways.
Some choose to make an ongoing investment in their health and wellbeing through services such as Clinical Pilates or Positive Steps Classes. These services help people maintain their strength, mobility and confidence, manage longer-term conditions and continue doing the things they enjoy.
Others complete their treatment, return to living their lives and then come back to us months or even years later when a new pain or injury arises. They already know the team, trust our expertise and feel confident that we will listen, understand what they need and help them move forward.
That continuity matters. Patients know they have a trusted local team they can turn to, whether they want to remain active and well or need expert support with something new.
“My trust in my practitioner that he can diagnose, treat and refer on if required. I know I will get the result I need. ALL the staff are always so friendly and professional.”
Recommendations remain incredibly important
Thirty-seven per cent of patients first heard about goPhysio through a friend or family member. Others had used us previously, lived locally in the Chandlers Ford and surrounding areas or chose us because of our reputation for specialist care and expertise.
Personal recommendations mean a great deal to us. When someone recommends goPhysio to a person they care about, they are placing their own trust and reputation behind that recommendation.
We also asked patients how likely they would be to recommend us. This is measured using something called a Net Promoter Score, or NPS.
Our NPS was +83. An NPS can range from -100 to +100, so a score of +83 is an exceptional result. More importantly, it tells us that the overwhelming majority of respondents were not simply satisfied. They felt confident enough in their experience to recommend us to their friends and family.
Are we helping people feel better?
Ultimately, good care needs to make a meaningful difference. Once we removed those who said it was too early to tell or that the question was not applicable, 92.5% of patients said they felt better.
That improvement may mean less pain, better movement, greater confidence or being able to return to the everyday activities that matter to them. Patients told us:
“Sensible management plan and treatment that’s made a massive difference to my mobility.”
“Almost immediately, both Sophie and Emily have given me some relief of pain.”
“Continued improvement beyond expectations after a bad experience with another physio.”
These comments reflect our wider approach. Our role is not only to treat the immediate problem, but to help people understand what is happening, rebuild confidence and keep moving forward.
Patients recognise the value of their care
Of the patients who rated value for money, 97% described goPhysio as good or excellent value.
We know that investing in private healthcare is an important decision. We want patients to feel that every appointment has a clear purpose and that they understand their treatment plan, their progress and what they are working towards.
The value of care is not only the time spent in an appointment. It includes access to an experienced team, a thorough assessment, clear advice, practical rehabilitation and ongoing support that helps people make meaningful progress.
Great care comes from the whole goPhysio team
The experience patients have at goPhysio is created by far more than the time spent in a treatment room or Pilates class. It begins with how easy it is to contact us, the welcome patients receive and the help provided by our Patient Services team. It continues through assessment, treatment, rehabilitation and ongoing support.
It also relies on all the work happening behind the scenes to maintain our clinic, develop our services and support our clinical team.
The feedback recognised friendly reception staff, knowledgeable clinicians, caring instructors and the personal support patients receive throughout their journey.
One patient said:
“Everyone is very friendly and professional and the practice is very convenient.”
Another told us:
“Reception staff warm and welcoming. Roz is fantastic!”
Every member of our team contributes to the experience our patients have.
We are listening to where we can improve
Feedback this positive deserves to be celebrated, but it should never make us complacent. Two areas stood out as priorities for us.
Starting appointments and classes on time
Around 22% of respondents selected “mostly” rather than “definitely” when asked whether they were seen on time. We also received comments about classes occasionally starting late or not providing the full scheduled class time.
We know our patients’ time is valuable. Improving the punctuality of appointments and classes is something we will be focusing on as a team.
Making booking and availability easier
Although responses remained positive, ease of booking and appointment availability scored slightly lower than other parts of the patient experience.
We have expanded our team to provide more availability, and we will also be reviewing the initial booking process to make accessing the right care as straightforward as possible.
Patients also gave us useful suggestions about explaining expected recovery times more clearly, using child-friendly language where appropriate and continuing to improve the consistency of our Pilates experience.
These comments do not take away from the fantastic overall results. They help us identify the relatively small changes that could make an already excellent experience even more consistent.
Thank you for trusting us with your feedback
We are incredibly proud of what our patients have told us, but we will never take that trust for granted.
Your feedback helps us protect the things that matter most: personal care, listening, expertise, clear advice and treatment that makes a genuine difference. It also helps us see where we need to improve.
Thank you to everyone who completed the questionnaire, recommended goPhysio or trusted us to support their health and wellbeing.
Whether you visit us for physiotherapy, rehabilitation, Clinical Pilates, sports massage or ongoing support, our aim remains the same: to listen, provide expert care and help you keep doing the things that matter to you.
Adding Life to Your Years®
Written by Fiona Moir, goPhysio Founder