Frequently asked questions

Any of our clinicians can assess and treat the common neck, back, shoulder, hip, knee and sports problems we see every day, and they work as one team — you can be moved between them if your plan needs it.

• Dr Candice Wong (Chiropractor) — our resident chiropractor providing chiropractic adjustments; in clinic three days a week, so she is usually the quickest way to be seen.
• Julius Cheuk Chung, Chartered Physiotherapist — leads our acupuncture and dry needling.
• Mr Tim Tsui, Clinical Lead Physiotherapist — complex or long-standing pain, several problem areas, second opinions, imaging referral and joint injections.

If you have several injuries or need more time with any clinician, choose the 70-minute Complex Initial Assessment (or 60-minute Complex Follow-up) when booking.

Not sure? Book the earliest initial assessment and we will guide you from there.

Book online through our Jane booking page using the Book Online button. You'll need your full name (as spelled in English), an email address and a phone number. A card is required to secure the booking.

After booking you'll receive a confirmation email with a short intake form — please complete and submit it before your visit.

1. Confirmation – complete the intake form sent by email.
2. Assessment – we discuss your symptoms and history, check your posture and balance (e.g. leg-length difference, spinal curvature, pelvic alignment), examine the muscles, bones and joints involved, and test nerve reflexes and sensation if you have numbness or radiating pain.
3. Imaging or 3D scans (if needed) – we can interpret existing X-ray/MRI reports, refer you to an imaging centre, or use our 3D posture scan or 3D foot scan.
4. Explanation & plan – we explain what we found and recommend a treatment plan.
5. Treatment – manual therapy, equipment treatment where appropriate, and rehabilitation exercises usually begin in the same session.
6. Rehab guidance – you leave with exercises and advice to speed recovery.

We need to assess your spine and movement, so please avoid thick or restrictive clothing (hoodies, jeans, shirts) and remove jewellery.

• Men: vest or T-shirt with shorts or light training trousers
• Women: sports top or T-shirt with yoga pants or light training trousers

Please give at least 24 hours' notice to cancel or reschedule. Late cancellations and no-shows may be charged to the card on file. Please also arrive on time — arriving late may shorten your treatment time.

Yes — gift cards are available through our Jane booking page or at reception.

Chiropractic adjustments are performed by our GCC-registered chiropractor, Dr Candice Wong (Chiropractor). Spinal manipulation is also available within a physiotherapy appointment with our Clinical Lead Physiotherapist, Mr Tim Tsui. Book an initial assessment with either of them.

For most people with mechanical neck or back pain, manipulation by a GCC-registered chiropractor is a well-established treatment. We screen for conditions where it is not appropriate, explain each step, and use gentler mobilisation when that suits you better. Mild soreness for a day afterwards is common.

Equipment and adjunct treatments (focused shockwave, IFT, ultrasound, dry needling, cupping, taping, IASTM) are provided after an initial assessment or rehab review, as part of your treatment plan. They are not offered at a first visit. Once you are a patient, follow-up equipment sessions can be arranged.

It depends on your condition, how long you've had it and your goals. After your assessment we'll give you an honest estimate and review progress as we go. Packages are available when a course of treatment is recommended.

All our clinicians speak English, Mandarin and Cantonese.

Yes. Where a scan would change your treatment, our clinicians refer directly to our partner imaging centre for X-ray, MRI or MRI with contrast — often same- or next-day, subject to availability — and we review the report with you at your follow-up. Guide prices: X-ray £165 (single view) or £250 (two or more views); MRI £525 per area, plus £120 if contrast is needed. See our fees page for details.

Often, yes. Call 07442 554397 for an urgent same-day appointment; we can assess you and arrange same-day imaging through our partner centre if a fracture or other injury needs checking. If nobody answers, go to A&E. Chest pain, loss of bladder/bowel control, a sudden severe headache or rapidly worsening weakness are emergencies — call 999.

Please check with us first. Get pre-authorisation from your insurer, then message us on WhatsApp, WeChat or email with your membership number and pre-authorisation code. Once we've confirmed the cover we'll tell you how to book — usually online. Booking before that risks a visit your insurer won't pay for.

Yes. We work with major UK insurers including Bupa (fee-assured), AXA, Aviva, Cigna, WPA and PHC, and with cash plans such as HealthShield, Medicash and HSF. Get pre-authorisation from your insurer, then contact us before booking so we can confirm cover — insurance appointments can't be self-booked online.

1. Tell us which insurer you use — we'll give you our provider number if applicable.
2. Call your insurer to check whether a GP referral is needed, how many sessions are covered, any excess, and obtain a pre-authorisation code.
3. Send us: membership number, pre-auth code, whether you have an excess, and the number of sessions / claim limit approved.
4. After treatment we bill your insurer directly where applicable; otherwise we provide an invoice for you to claim back.

1. Check your policy covers physiotherapy/chiropractic and note your annual limit (e.g. £250 per year).
2. Pay for treatment as a self-funding patient and ask for an itemised receipt.
3. Submit the receipt and proof of payment via your provider's portal or claim form.
4. Refunds usually arrive within 3–10 working days. Keep track of your remaining allowance.

Some policies do not cover focused shockwave therapy. Please confirm with your insurer before booking.

Card payments are taken at the clinic or through Jane. A card is required to secure every booking.

We're at UG, 77 Southampton Row, London WC1B 4ET — lower ground floor, near Russell Square and Holborn stations. Enter through the pharmacy door at street level, walk straight ahead and downstairs to the waiting area. At weekends, if the main door is closed, please ring the doorbell beside the entrance.

Monday to Friday 9:00–18:00, Saturday 10:00–16:00. Closed Sundays.

WhatsApp or call 07442 554397, WeChat ukpainclinic, or email info@ukpainclinic.com.