TERMS & CONDITIONS
Medical Insurance and Payments
We will invoice the relevant insurance provider for the cost of your treatment; however, you are still liable for the payment of our fees in full. To enable us to do this we would need you to provide us with your insurance membership details, policy number and a valid-pre-authorisation code for the proposed treatment along with your personal details including address, date of birth and contact details.
In addition, all patients booking with medical insurance are required to pay an advanced deposit of £100 at the time of booking. The advanced deposit will be off-set against any excess on the patients medical insurance cover policy (It is important to note that, depending on your individual policy, your private medical insurance may not cover all of our fees; this could be the result of an excess payable on your policy, or that your policy may not cover certain treatments). Where your insurance company does not cover the full, it is expected that you will cover the balance. In the first instance this will be deducted against the advanced deposit. Should your excess payments at the completion of your treatment be less that the £100 advanced deposit we shall refund you the balance. If your excess payment exceeds the £100 advanced deposit you will be liable to pay the balance in full.
Please be advised that once your insurance policy allowance has been exhausted or our claim has been rejected for whatever reason, you will be liable for any balance in payment and as such will be invoiced directly to you from Complete Physio.
When you are required to pay the full cost of your treatment, we will take payment by cash or by credit/debit card on the premises at the time of each appointment. We can also provide you with a full receipt by email if you need to reclaim this charge from your insurer.
Any on-going treatment may be suspended or cancelled if our fees and expense are not paid in full when due. In the unfortunate event that we need to enforce payment from you, you will be liable for all the incurred costs.
Reminder emails and/or text messages are sent as a courtesy to all our clients, however the onus is on yourself to keep a record of all of your future appointments. To cancel or reschedule an appointment without incurring a charge, we require at least 24 hours notice. Appointments being cancelled or rescheduled within 24 hours of the appointment time will be liable to a late cancellation charge. The charge will be the full fee of the appointment being cancelled or rescheduled charged at our self-funding rates.
When further treatment or imaging is required we may refer you onto a third party, whereby we will send a referral letter, after which the responsibility is on you to arrange an appointment with them. Once under their care you will be bound by the terms and conditions of that third party and we undertake no liability with respect to that third party.
Consent to treatment
Medical and therapeutic problems, procedures and treatments can be at times confusing for patients. Our Physiotherapists will not begin any form of objective assessment, or indeed treatment unless you have given your consent. This may be given verbally, or for some interventions such as injections, written consent will be required.
We make every effort to help you to fully understand our diagnosis, the recommended procedures and any treatment that may be involved. We welcome any queries on anything that you may be uncertain of, or if you simply require more information. We also require that you make us aware of any factors that could affect your treatment or diagnosis. If necessary, we can also send correspondence to your GP.
What to expect from your Physiotherapy assessment
During your initial consultation your Physiotherapist will ask you some questions about your symptoms and will then ask to assess the problem area.
In order to properly assess you, your Physiotherapist may need to see the affected area. For a lower limb condition it would be useful if you could bring a pair of shorts to change into, similarly for an upper limb condition bringing a vest top to change into would be useful. For a lower back condition it would be useful to bring both shorts and a vest top so that the Physiotherapist can see the whole of your spine and lower limb, or problems contributing to your symptoms may not be picked up.
If you feel uncomfortable about the examination, you can bring someone with you or ask us to arrange a chaperone to be present during the examination. Please feel free to ask any questions that you may have at any time during your session, your Physiotherapist will be more than happy to explain things to you.
After your assessment, your Physiotherapist will discuss their findings with you and propose a treatment plan tailored specifically to your own goals.