Hello, I’m Lily, and If you’ve phoned or emailed Plym Physio in the last three years, chances are you’ve been speaking to me. My responsibility is predominantly being the first port of call for new patients, whilst accommodating existing patients on their road to recovery in a non-clinical capacity. Here’s a little insight into how my role fits into a patient’s physio journey…

Every enquiry is unique. Every patient has their own story. Some feel somewhat in the dark with regards to the kind of treatment they need and require plenty of reassurance that they’re going to be heard, understood and taken seriously; whilst others might feel very confident about what they need and just want to get booked in and seen ASAP. Some may have recently acquired an injury, whereas others may have been suffering for years (yes, years!). These first conversations with new patients are my opportunity to gather a little more information and make them feel as comfortable and supported as possible. Whilst I’m not medically trained (aside from playing an optician in a play once…) I am able to answer some basic questions about more common conditions and always have Nic and Carla on hand to advise when needed. When booking a patient in I work with them to find the best possible time for an appointment – this can mean accommodating work/school schedules or arranging a home visit.

After all the “booking in” info has been collected I give patients the opportunity to ask any further questions and ensure they feel prepared for their initial assessment. Additionally, I often speak to patients later on in their treatment for administrative reasons (rescheduling an appointment, sending an invoice for their files etc) many of whom do like to tell me how well they’re progressing. It’s always so rewarding to hear about a patient’s positive journey.

Another way I help support patients is by communicating with insurance companies to ensure claimants/ourselves are receiving payment for treatment. This allows the patient to focus on what really matters – their recovery!

So, whether you’re struggling with a niggling pain, wanting to build strength and address issues before running a marathon, or need some extra exercises and advice after having surgery; you will be heard and supported from the first enquiry to when you successfully finish treatment.