North Physiotherapy Patient Service Plan Agreement
At North Physiotherapy, we always strive 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 at North Physiotherapy, your Physiotherapist will ask you about your symptoms and then assess the problem area.
To allow for a thorough assessment, your Physiotherapist may need to see the affected area. If you have a lower limb condition, please bring a pair of shorts to change into. Similarly, for an upper limb condition, bringing a vest top would be helpful. If you are presenting with a lower back condition, bringing both shorts and a vest top is ideal so that the Physiotherapist can assess your entire spine and lower limb, ensuring that contributing factors to your symptoms are identified.
If you feel uncomfortable with the examination, you are welcome to bring someone with you to be present during your session. Please ask any questions at any time; your Physiotherapist will be more than happy to explain everything clearly.
After your assessment, your Physiotherapist will discuss their findings and suggest a personalised treatment plan tailored to your specific goals.
Consent to Treatment
We understand that medical and therapeutic procedures can be confusing. At North Physiotherapy, no objective assessment or treatment will begin unless you have given your consent. This may be given verbally, or written consent will be required.
We are committed to ensuring that you fully understand your diagnosis, the recommended procedures, and any treatment involved. We encourage you to ask any questions or request additional information. Please also notify us of any factors that could affect your treatment or diagnosis. If necessary, we can send correspondence to your GP.
General Data Protection Regulation (GDPR)
North Physiotherapy is committed to protecting your privacy and ensuring compliance with GDPR. We will handle your personal data responsibly and will only use it in accordance with our Privacy Policy. This includes your medical records, appointment details, and payment information. If you wish to know more about how we handle your personal data, or if you have any concerns about data privacy, please contact us.
Cancellation Policy
At North Physiotherapy, we require that any appointment cancellations be made with at least 24 hours’ notice. Appointments cancelled with less than 24 hours’ notice will be charged at the full cost. Insurance companies do not cover missed appointments, and you will need to pay for these in full. Reminder emails and/or text messages may be sent as a courtesy, but it is your responsibility to keep track of your appointments.
Deposit Policy:
To secure your booking, a 50% non-refundable deposit is required at the time of booking. While the deposit will not be refunded if you cancel or reschedule with less than 24 hours’ notice, it can be transferred to another appointment if you reschedule with at least 24 hours’ notice.
Referrals
If further treatment or imaging is required, we may refer you to a third party. We will send a referral letter, after which it is your responsibility to arrange an appointment with them. Once you are under their care, you will be bound by their terms and conditions, and North Physiotherapy will not be liable for any third-party actions.
Direct Payments
If you are paying for treatment yourself, payment can be made by credit/debit card, bank transfer or cash at the time of your appointment. A full receipt can be provided via email for insurance claim purposes, if required.
Medical Insurance and Payments
We can provide an invoice to your nominated insurer, with any information they require, please ask in your session for more detail.
Note that your insurance policy may not cover all fees. This could be due to an excess on your policy or that certain treatments are not covered. Once your insurance policy allowance is exhausted or a claim is rejected, you will be liable for any remaining balance, which will be invoiced to you directly.
Late Payment
Ongoing treatment may be suspended or cancelled if our fees are not paid in full when due. Should we need to take further steps to enforce payment, you will be liable for all associated costs.
Parking
Parking at North Physiotherapy is free, but you MUST input your car registration number into the pads available in the clinic, or you may receive a fine. Parking is free for 3 hours. If you need to stay longer, please inform a member of staff at reception.
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Treatment Consent
- You consent to receive physiotherapy treatment from a licensed physiotherapist.
- You acknowledge that you have discussed, or will discuss, the nature of the treatments with your therapist and understand the potential risks and benefits.
- Your personal information, including your name, date of birth, address, and medical history, will be kept on file and maintained in accordance with HCPC guidelines.
- Should you wish to obtain a copy of your clinical notes, please email meena@northphysioclinic.co.uk.
Client Rights and Responsibilities
- You have the right to refuse or discontinue treatment at any time. If you wish to exercise this right, we ask that you discuss your decision with your physiotherapist to understand any potential health implications.
- As a client, you are responsible for providing immediate feedback to your therapist regarding any discomfort, pain, or concerns experienced during treatment. This communication is essential for your safety and the effectiveness of the therapy provided.
- You agree to adhere to the treatment plan and exercise program as prescribed and to communicate openly with your therapist about your progress and any concerns.
- You understand that results vary and are not guaranteed.
Health Information
- You agree to provide accurate and complete health information and to notify your physiotherapist of any changes to your health status.
- It is your responsibility to complete your medical history before or during your appointment. The physiotherapist will not be liable for any issues not disclosed.
- It is your responsibility to inform the therapist of any contagious illnesses.
Liability
We will not be liable for any loss or damage (in contract negligence or otherwise) where:
- There is no breach of a legal duty of care owed to you by us;
- The loss or damage is not a reasonably foreseeable result of any such breach; or
- Any loss or damage or increased risk of loss or damage results from a breach or non-compliance by you of our terms, including but not limited to these Terms and Conditions of Service, such as you providing inaccurate or incomplete information.
In particular, we are not liable for:
- Any loss of your emotional well-being, including, but not limited to, any embarrassment caused;
- Any loss of income or anticipated profits;
- Any loss of opportunity;
- Loss of goodwill or injury to reputation;
- Losses suffered by third parties; or
- Any indirect, consequential, special, or exemplary damages arising from the use of the Physiotherapy Service, regardless of the form of action.
To the extent that we are not able to exclude our liability to you in accordance with the applicable law, we limit our liability to the re-performance of the relevant Physiotherapy Services, or a full refund unless we specifically agree with you otherwise.
Nothing in these Terms and Conditions of Service excludes or limits our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation. Nothing in these Terms and Conditions affects your statutory rights.
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Thank you for choosing North Physiotherapy. We look forward to assisting you on your road to recovery.