TERMS & CONDITIONS

Patient service Plan Agreement

We always endeavour to provide the highest quality of healthcare, in return we ask that patients treat staff and other service users with respect, notify us if they are unable to attend appointments and make payments promptly.  Please see below for further details.

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.

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.

Cancellation Policy

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.

Referrals

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.

Direct Payments

When you are required to pay the full cost of your treatment, we will take payment by credit/debit card or cash payment 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.

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.

(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).

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. We will send invoices via email or can post if preferred, this will include methods of payment and we can also send STRIPE links which appear as an SMS text.

Late Payment

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.

Chaperone Policy

If you feel you would like a chaperone present at your consultation please either inform reception or speak to your clincian who will be more than happy to arrange this for you.