The most important questions and answers about our offer.

Questions about booking an appointment

Can I cancel or postpone an appointment that has already been agreed?

Of course. However, please let us know in good time. This allows us to open the time slot for other patients. Unfortunately, this is no longer possible for cancellations received less than 24 hours before the appointment. Appointments cancelled at short notice (less than 24 hours) must therefore be charged privately (physiotherapy: CHF 75, medical massage: according to booked treatment).

How can I cancel an appointment?

You can cancel appointments online via your Physiozentrum account, by telephone or on site. We ask for early cancellation.

Can I cancel an appointment less than 24 hours before the treatment?

Yes, but: appointments cancelled at short notice (less than 24 hours) will be charged privately (physiotherapy: CHF 75, medical massage: according to the booked treatment).

What happens if I do not cancel an appointment and do not come to the practice?

We will then have to charge you privately for the missed appointment (physiotherapy: CHF 75, medical massage: according to the booked treatment).

Questions about the regulation

My doctor gave me a physiotherapy prescription. Can I decide for myself where I want to go for therapy?

In Switzerland the free choice of therapist applies. This means that, regardless of your insurance status, you can always decide for yourself where you want to receive treatment. This also applies if your doctor has explicitly referred you to a specific therapist (e.g. with an address pre-printed on the prescription). Even if you have already started therapy, you can switch to another provider at any time.

How long is my physiotherapy prescription valid?

A Physio regulation is valid for three months. However, you should have booked your first appointment within five weeks of the date of issue. If your prescription expires during therapy, we will be happy to help you organise a new prescription.

My doctor gave me a physiotherapy prescription for massage. Can I go to a masseur?

I'm sure your doctor meant well for you. But he must have confused things. Massage is not covered by basic insurance and therefore cannot be prescribed. With your prescription, however, you can go to a physiotherapist.

I don't have a prescription. Can I still go to physiotherapy?

Of course you are also welcome as a private payer.

Questions about payment and invoice

Which payment methods do you accept?

Offers that do not require payment (massages, training subscriptions, aids, etc.) must be paid for in cash at the reception desk or with the usual debit/credit cards, Postcard or Twint. We charge most insurances directly for services subject to compulsory health insurance (physiotherapy), therefore you will not normally receive an invoice from us anyway.

When will I receive the invoice for my treatment?

If there is a medical prescription, we invoice your health insurance/accident insurance company electronically whenever possible. Normally, you will therefore not receive an invoice sent to your home.

Individual insurance companies are not technically able to process electronic invoices. In these cases we reserve the right to invoice you directly for our services after the last treatment. You can pass on the costs to your insurance company with the enclosed claim form.

Questions about physiotherapy

Do I have to complete the questionnaire?

Yes, it is compulsory to complete the questionnaire before the first session. We reserve the right not to treat patients who do not wish to complete the questionnaire. You will find the reasons for this in the next question and answer.

Why do I have to fill in the questionnaire?

The medical questionnaire is an essential part of the medical history. It is important in order to make the correct physiotherapeutic hypothesis, develop a treatment plan and start with the optimal therapy. Experience shows that this enables us to treat more efficiently and sometimes even recognise additional complaints. If you complete the questionnaire before the first session, the therapist has time to prepare and the initial consultation is shorter and more focussed.

Is my medical data protected?

Your data is protected by encryption. Our emails are also sent using the latest encryption standards. It is important that you as the recipient also implement security measures and take care of your data.

Does the therapy always take place with the same person?

Therapeutic continuity is important for the healing process. In principle, all treatments are performed by the same therapist. To ensure that the rehabilitation continues even when your physio is away on holiday, you will be cared for by another therapist during this time. We make sure that you are treated by a maximum of two different people. Close communication between the treating therapists is a matter of course.

May I change therapists?

Of course I do. If you would like to continue the therapy with another therapist, we will be happy to assign another therapist to you at any time. There are good reasons why a change of therapist can be useful: A relationship of trust between patient and therapist is very important for a positive course of therapy - and you don't get on equally well with every person. Another therapist, who cultivates an alternative approach, can also set new impulses in the treatment. Therefore, ask at the reception for a change of therapist or book an appointment online with another therapist.

How long does a physio treatment take?

One treatment lasts 20 to 25 minutes, including undressing and dressing. To make an appointment at reception, please allow a few additional minutes.

How often do I have to go to physiotherapy?

This depends on the severity of the problem you come to us with and the healing process. On average, 15 to 18 therapy sessions are necessary. As a rule, there are two therapy sessions per week.

In the first therapy session, there was almost only talk. Why does the therapy not last longer than 25 minutes?

Successful physiotherapy is based on a detailed discussion of the findings, in which we get to the bottom of your pain and design a treatment strategy. For this we need a lot of information from you, and it takes time. We, too, would like to start with the actual therapy right after the findings have been discussed. Unfortunately, the current collective agreement, which is binding for all physiotherapists, allows a maximum of one treatment per day and per case.

Do I have to do exercises at home?

Depending on the type and severity of the disorder, targeted training can enormously improve the healing process. If you do exercises in addition to individual therapy, your recovery can proceed faster. But we are also aware that a home program is only as good as it will be implemented. Your therapist will therefore recommend exercises that are feasible for you.

My doctor prescribed me physiotherapy, but I'd rather just have a massage. Is that possible?

Massage techniques have a firm place in physiotherapy. However, it is the therapist's task to apply the appropriate treatment method for rehabilitation - and this does not necessarily have to be a massage. The basic insurance does not pay for pure feel-good treatments. If you would like a massage that is about your well-being, your therapist or our team of masseuses will be happy to assist you. Most supplementary insurances cover part or all of the costs.

Questions about domicile treatments

Do you come to my house for treatment?

Of course I do. If a visit to the practice is not possible for health reasons, the doctor can prescribe a so-called domicile treatment, in which the insurance pays a flat-rate travel allowance of approx. 30 francs.

In which places and quarters do you offer home treatments?

The flat-rate travel allowance covered by the insurance is approximately CHF 30 - regardless of the distance between the practice and the place of residence. If your address cannot be reached within twelve minutes, we will have to charge you for the additional costs privately. The easiest way is to call us.

Questions about Training

Can I train with my fitness subscription at all PHYSIOZENTRUM locations?

Yes, you may.

Does my supplementary insurance contribute to the subscription costs?

Not as a rule. Most supplementary insurance policies are based on the Qualitop label, which we deliberately do without for cost reasons.

Questions about massage

What is medical massage?

Medical massage is a specific type of massage designed to relieve complaints such as pain, inflammation and tension. Medical massage treatments are individual, effective and lasting. In contrast to wellness and Thai massages, medical massage does not focus on relaxation, but on health. We record your complaints and alleviate them by working towards a goal according to a defined treatment plan.

What massage duration should I choose?

The massage duration depends on the nature of your complaints. Your therapist will discuss the necessary duration of treatment with you at your first appointment. We recommend booking at least 40 minutes for the first appointment, as it will start with a brief discussion to record your complaints (medical history) and draw up a treatment plan.

How many massage appointments do I need?

So many, until the respective problem is solved. After that, however, it is advisable to actively engage in prevention and massage at regular intervals before the complaints return or new problem areas arise.

At what intervals do I need to massage?

There's no rule of thumb for that. In the case of acute complaints, shorter intervals are usually necessary, which are individually determined by the masseur (e.g. 1-2 sessions per week). Longer intervals are often sufficient for prevention. Here the patient decides for himself how often this is possible in terms of time and money.

Do I have to determine the type of massage when I make the appointment?

The treatment method will depend on your complaints. We will start the first treatment with a brief discussion to determine the best individual combination of methods to achieve your goals as efficiently as possible.

Why are massage treatments at the Physiozentrum more expensive than with some other providers?

When it comes to medical massage, the Physiozentrum attaches great importance to the quality of its treatment. This means that we need the very best therapists. Consequently, we invest a great deal of money in good working conditions as well as in the constant training and further education of our therapists. This results in targeted, personalised treatments with sustainable objectives to relieve your complaints as efficiently as possible and in the long term. A medical massage is not comparable with a wellness or Thai massage.