Covid processes & terms and conditions (Updated 24/08/21)

Our Covid-19 processes

Reminders & forms:

Booking confirmation email sent when you book online or in person with a link to our protocols and Ts &Cs. Also, if this is your first appointment you will receive a New Patient intake form or Health questionnaire to complete, or a Health update form if you haven’t attended in the last year.

Email reminder sent 2 days before your reserved appointment. Covid-19 pre-screening form will be on the reminder email for you to complete and submit no later than 5pm the day before your appointment to allow time for the clinician, or therapist, to read, assess clinical suitability and take any action required.

Additional automated sms final reminder sent the day before your appointment.

On the day:

Remove jewellery leave chains, dangly earrings, bangles, bands, watches etc at home which is safer than leaving them in your car on the day.
What to wear:

Osteopathy: it is preferable for us for you to undress to your underwear as this enables us to complete our examination and treatment more fully, so please attend in underwear that you are happy dressing down to.
You may also wear lightweight loose shorts and vest-like T-shirt.
Please avoid racer back type bras and compressive ‘hold-it-all-in’ or lycra/sports-type clothing as this will limit our palpation (specialised touch).

Sports massage: either underwear that you are happy dressing down to, or lightweight loose shorts. We also use towels to help cover you for massage/soft tissue therapy.
Please avoid racer back type bras and compressive ‘hold-it-all-in’ or lycra/sports-type clothing as this will limit our palpation (specialised touch).

Only bring essential items with you. Do not bring bags or heavy/large coats into the practice. Please check that your phone is set to silent or off.

Wait in your car if you arrive early.

Come to the door at your appointment time, WEARING A MASK.

Arriving more than 5 minutes late will mean that you unfortunately may not be able to be seen or you will have a shorter session, but will still be charged, so give yourself plenty of time please, and call (safely) if you anticipate arriving late.

We will be wearing PPE.

You will be asked to sanitise your hands and exchange your mask for a fluid resistant mask that we will provide for you, and your temperature will be checked. Please update us if anything has changed since completing your Covid screening form.

Chaperones are still welcome if required for osteopathy, as are essential carers, and a parent of a child patient. Please forewarn us at least 48hrs before the appointment as they will also need to be triaged and screened to be present in the practice, otherwise please attend on your own.

Currently toilets are closed except in emergency.

Terms and conditions

Payments:

We are now a totally prepayment practice and can no longer take payment at the practice at the time of your appointment. This is to help reduce contact time and touch points and optimise the time available on the day.

Online bookings – paid online during the booking process.
Phone or consulting room bookings – email payment link will be sent by our accounts team for payment.
You will receive the invoice 2 weeks before your booking and this is due no later than seven days before your appointment.
If your appointment is booked for within the next 7 days, you will receive an invoice within 24 hours of speaking with us and payment will be due within 24 hours of invoice, or immediately upon receipt if the appointment is within the next 48 hours.
Payment MUST be paid ON TIME for us to secure your booking, or your appointment may be postponed or cancelled.
We do not accept cash or cheques.
Our refund policy is found within cancellation/rescheduling policy below.

Cancellation/rescheduling policy:

We ask for at least 48 hours notice* if you are unable to attend your reserved appointment so that we have time to offer the space to another person in need like you, and also to help you to avoid the cancellation fees.
Please call to let us know as soon as possible so that we can reschedule with you.

More than 48 hours notice – carry forward the full fee for your next treatment (fully refunded if preferred).
24-48 hours notice – carry forward 50% of the full fee for your next treatment (or 50% refunded if preferred).
Less than 24 hours notice – no refund, this does not give us enough time to offer the time to someone else.
Non-attendance without notice – no refund, this does not give us enough time to offer the time to someone else.

*The exception to this is, in light of the current pandemic, if you, or any member of your family, is feeling unwell or Covid-19 is suspected then there is no fee due for a late cancellation but we would ask for as much notice as you can give. You will be able to reschedule after 14 days if all is well, please help to keep us all protected.

The fee may be waived in other serious, exceptional circumstances at the discretion of the Practice Director.

Satisfaction:

We hope that you are extremely satisfied with your experience with us, as we love to help you improve your health and get back to doing what you love best.

We much appreciate positive reviews on Google and Facebook as it really helps our visibility as a small business, and other people just like you love to read how others have got on.

If you do have any concerns, or have been unhappy with your experience with us, we are very sorry to hear that. Please speak to us as soon as possible as we would like the opportunity to change things to your satisfaction as we want everyone’s experience to be a positive one. We can also provide you with our complaints process to you if you remain unhappy.

Revised 24^th August 2021
Zena Hewett
Practice Director