FAQs

• Our approach to safety, cleanliness and social distancing
  • Is it safe to use the gym?

    Yes, we're confident in our ability to minimise the risk of infection and keep our members safe.
    
    We have implemented enhanced cleaning procedures and are following local guidance on social distancing measures to create a safe environment for you to visit. In all our centres, we are continuing to encourage regular hand hygiene procedures with hand sanitiser stations positioned throughout our clubs and continue to follow our rigorous cleaning process, with members also asked to help us keep our equipment clean.

  • What social distancing measures have you put in place?
    • Social distancing signage: You will see social distancing signage around the centre to help you. Please continue to take measures to avoid close contact with other members and staff by maintaining social distancing wherever possible.
    • Limits on numbers: We are following local guidance on capacities for our gym floor and exercise classes. It's important that you swipe in at reception, so we can keep track of numbers.
    • Equipment availability: Equipment will continue to be spaced out as much as possible across the gym floor and we continue to encourage our members to avoid close contact with other members and staff by maintaining social distancing where possible.
  • Are staff required to wear a face covering?

    We strongly encourage our staff members to wear a face covering when working closely with clients in the gym. An exception to this is our lifeguards, swim instructors and class instructors who are not required to wear a mask. Please be mindful that some staff members may be exempt from wearing a face covering on medical reasons. All of our team members will follow OHID guidance and local Government guidance for the activity taking place within the gym environment.

  • Do staff/members need to wear a face covering whilst exercising?

    No. All forms of face coverings may restrict breathing efficiency and should not be used during exercise except on specific advice from a clinician.

  • Will you be continuing to provide hand sanitising gel and wipes in the centre?

    Yes, we will be continuing to encourage good hand hygiene in our clubs with a free-standing hand sanitising station at the entrance to your gym, which we ask you to use before you enter, as well as eight wall-mounted hand sanitising dispensers in key areas throughout the gym.
    
    We are also continuing to provide disinfectant Wipe Pods so you can clean your equipment and mats before and after use.

  • Is there adequate and safe ventilation in all gyms?

    Yes, all of our facilities have adequate ventilation in line with Health and Safety Executive and government guidelines.

  • Visiting the gym
    • How do I make a class or swim booking?

      Group exercise classes are now available to book online or via the My Bookings app. If you don't have an account or need help getting started, please click here.
      
      We no longer require you to pre-book a swimming session. This is due to us returning to 100% of pre-COVID capacity levels.

    • Exercise classes
      • Will there be any changes to the class timetable?

        We will make necessary changes to class capacity regionally, in line with Government guidance.
        
        Please regularly check your local centre’s timetable for further details.

      • Are you continuing with Les Mills classes?

        We’re now offering all classes but timetables may vary, speak to your centre if you have any queries.

      • Will my regular instructor be teaching?

        Yes, dependent on the availability of their class, guidelines we have set out and their own availability and circumstances. This will be looked each by each centre locally.

    • What should I bring?
      • Workout gear: We encourage you to come to our centre ready to workout, but if you want to shower before or after your workout our showers are open
      • Minimal belongings: All you need is your membership card and bank card if you want to make a purchase – we won't be accepting cash
      • A water bottle: Water fountains will available to fill up your water bottles. Please use the nearby Wipepods to wipe clean the lever, swan neck and surrounding area after filling your bottle. Members must use hand sanitiser or wash their hands afterwards. As part of our efforts to keep everyone safe, please do not drink directly from the water fountains. You can purchase a bottle of water using your contactless card if needed
      • Towel: If you're using the pool, please bring your own towel
    • Are the changing rooms and lockers available?

      The changing rooms and showers are open in all of our centres. In our centres in Scotland and Wales, there are a limited number of lockers available, so please limit your personal belongings and only use a locker if absolutely necessary.

  • Gym services and facilities
    • I have outstanding PT packs that expire soon, will you extend the expiry date?

      Yes, we have honoured all outstanding PT packs, with the expiry date extended only by the length of time we’ve been closed.

    • Can I book a Heath MOT?

      No, unfortunately we can't restart our Health MOT service just yet, although we are keeping this under regular review. If you'd like to speak to a member of the team about your progress, please ask for a verbal assessment and enquire at your local club’s reception for more details.

    • Are the swimming pools open?

      Our swimming pools are open.

    • How will you monitor number of people in the pool?

      We will be conducting regular headcounts of the pool to make sure that the pool is not over capacity, if it is we will ask people to leave the pool until someone has finished their session.

    • Can I book swimming lessons?

      Now that our pools are open again, children’s swimming lessons and adult 1:1 lessons are available to book.

    • Will Family Splash be available?

      Yes, Family Splash will still operate from all existing centres. Please note, you must ensure that all guidelines are maintained in the pool.

    • Are the sauna, steam rooms and spa pools available to use?

      Our saunas and steam rooms are now open with limited capacity in Scotland and Wales in line with government guidelines.

    • Children's swimming lessons
      • Are there any changes to swimming lessons?

        At present, all swimming lessons will continue as planned. This may change in line with Government guidance regionally and we will update all bookings as required, should this change.

      • How long are swimming lessons?

        The same duration as pre-lockdown.

      • Are classes with the same children in the group as pre-lockdown?

        Yes, class sizes remain the same as they are well within in our safe bather load capacities due to the size of our pools.

      • Are 1-2-1 lessons still going ahead?

        Yes, following all of the other same safety guidelines outlined.

      • How do swimmers maintain social distancing?

        While there is acceptance that there is less infection risk around children, following the Learn to Swim framework we use in our schools follows constant movement, helping us keep children at distancing and not lingering in close proximity to other children. We are also following modified framework for lesson plans provided by Swim England for mitigated COVID risk. Maximum bather loads, and class capacities are also being closely monitored.

      • What other safety measures are being used?

        We are following all basic pool and safety guidelines laid out by government and UK Active. Various information supports the theory that chlorine effectively kills the virus. Monitoring bather loads, distancing where possible, chlorination of the pool and cleaning of all areas and equipment is being followed strictly. Minimal equipment is being used, but when it is used it will not be shared and will be cleaned between lessons as well as being submerged fully in chlorinated water before each use to further kill the virus.

      • How do I book swimming lessons?

        All lessons can be reviewed via the CoursePro portal as per normal.

      • Will there definitely be a space for my child?

        Yes, failing any unforeseen circumstances of loss of instructor etc. But our plan is to reintroduce all classes and bring back all instructors to meet demand.

      • As a parent, where do I go during the lesson?

        Guidance is different depending on your local area and the swimming level of your child. Please speak to a member of our team for more information. All of our team will follow UK Active and Swim England guidance.

      • What happens if I can't/won't have my child return?

        We are happy to discuss this locally on a case by case basis. Our priority is to support you on returning and remove any potential barriers but are happy to provide solutions wherever possible.

    • Are your Nuffy Bear Day Nurseries open?

      Yes our Nuffy Bear Day Nurseries have been open throughout the latest lockdown. Click here to find out more.

    • Are your Medical Centres open?

      Yes, our face-to-face clinical services are still open as usual (where available), these include physiotherapy, health assessments and mental health support. Any appointments booked with us will go ahead as planned.

    • Will you be running on-site physiotherapy?

      We will continue to offer remote consultations and treatments sessions through our My Physio app. Patients in need of face-to-face sessions can also book an appointment via our standard booking process.

    • Are your tennis and squash courts available?

      Tennis and Squash courts remain open throughout the UK, except in Scotland where indoor squash is cancelled for now. Please speak with your centre to check availability.

    • Are your beauty suites open for bookings?

      Our Beauty Suites are now open for our centres in England, Scotland and Wales. To book an appointment please contact your centre or visit here.

    • Are your cafés open?

      Our cafés have now reopened (from 17 May) in line with government guidelines. Members are also able to buy drinks and snacks from vending machines in the centre as usual.

  • Membership
    • Can I restart my membership?

      Yes, if you have recently cancelled your membership due to COVID-19, you can restart your membership without paying a joining fee. It’s also really simple, paperless and contact-free. Fill in our form here and a member of the team will process this for you.

    • When will lockers be available again?

      All of our lockers are back to full capacity.

    • I have a question about my membership, who do I contact?

      Please speak to your centre. Or you can Contact Us using our form here.

    • I'm not ready to return to the gym yet, what are my options?

      Please contact your local centre to discuss your membership options.

    • I'd like to cancel my membership, how do I do this?

      The best way to cancel your membership is by contacting your local club and filling in a cancellation form on-site. Please check the terms and conditions of your membership for the cancellation policy.

    • Can I access other centres if my home centre is at capacity?

      Yes, you'll still be able to benefit from Multi-Gym Access within your tier as the usual membership tiering system will apply.

    • How will you support my fitness journey if I can't make it to my local centre as much as I used to?

      You can still access our online digital fitness content on Nuffield Health 24/7 to continue your health and wellbeing journey if you can’t make it to the gym as often as you used to.

    • Other FAQs
      • Can I bring a friend using a free day pass?

        No, unfortunately day passes won't be accepted for the timebeing.

      • I feel unwell, what should I do?

        If you feel sick or have COVID-19 symptoms, stay at home and don't come to the centre. We will also be asking the same of our staff.

      • What happens if a member or staff member contracts COVID-19?

        If a member or staff member develops symptoms, we will notify members through Test and Trace.

      • What do I do if another member breaches the guidelines?

        Please inform a member of staff.

      • Will you be supporting the NHS Test and Trace/Test and Protect initiative?

        For the health and safety of the members, patients and staff at all our sites Nuffield Health are supporting the NHS’s Test and Trace, and Test and Protect initiative. Your name and contact details may therefore be shared with the NHS to enable them to contact you should you have been in one of our sites around the same time as someone who has tested positive for coronavirus.
        
        Your data will not be used for any other purpose and only when it is requested directly by the NHS. This is only likely to be in the event there is a cluster of coronavirus cases linked to the site. Information will be transferred securely to the NHS who will use the data to trace and directly contact those who were in the site at the same time as the positive case. They will also provide guidance and support to those who may be advised to self-isolate.
        
        Read further information on https://www.nhs.uk/conditions/coronavirus-covid-19/testing-and-tracing/ on the NHS website or further information on the NHS Scotland Test and Protect strategy on the NHS Scotland website.

      • How do I register for Test and Trace?

        It is now a legal requirement in England for our Fitness & Wellbeing Centres to display the NHS Test and Trace QR code at the entrance. Please remember to download the NHS COVID-19 app so you can scan the code upon entry to help limit the spread of coronavirus. If you don’t have a smart phone, please ensure we have the most up-to-date contact details for when you swipe in on your next visit.
        
        If you have downloaded the app prior to 24 September you will need to delete it and reinstall it.