TERMS AND CONDITIONS
Definitions and interpretation
“Agreement” means these terms and conditions of business pertaining to the Services provided.
“Patient” or “you” means the person to whom the Services are provided.
“Practitioners” are the professionals who deliver the Services at the Clinic’s premises.
“Services” or “care” means the clinical services to be provided under the Agreement which include osteopathy, sports injury therapy, massage, and acupuncture.
Your agreement with the Clinic
- These Terms and Conditions form the basis of the Agreement between you and the Clinic. By registering with us, you agree to be bound by these Terms.
- The Clinic may update these Terms from time to time. This policy was last updated on 25-05-2021.
Clinic service standards
- Our Patient Charter
- Our Practitioners
- Variation from published material
- The Clinic aims to provide each of our patients with a consistently high quality of osteopathic care. We have implemented the Institute of Osteopathy’s (iO) Patient Charter to illustrate the standards you can expect from this Clinic. This standards within the iO Patient Charter are included within these terms, but for clarity a full copy is available here
- While in the Clinic, you will be listed as under the care of Practitioner you initially consulted, though you may see any other practitioners within the Clinic as you wish or at your convenience.
- The Clinic’s catalogues, brochures, leaflets or other correspondence including information published on the Clinic’s website are not binding and reasonable variations may be made to the Services without notice, and the Services so varied shall be accepted as complying with the Agreement.
Appointment bookings, rescheduling and cancellations
- Making a booking
- Appointment confirmations and reminders
- Late cancellations and missed appointments
- Rescheduling due to staff illness or absence
- Appointment bookings can be made with us in person, online, by telephone or by email.
- Our booking system will send you an email message to confirm the time and date of your booking. The system will also send you a text reminder 24hrs before your appointment. Please ensure we have your up-to-date email address and mobile phone number for this purpose.
- Please give us a minimum of 24hrs notice of cancelling or rescheduling your appointment. Quite often we are full and have a waiting list of other patients who could utilise the appointment if given sufficient notice.
- If you give us less than 24 hours notice when cancelling a booking, or you do not attend an appointment, then you agree to pay the cancellation charge as defined in our fee schedule. These charges may be waived in exceptional circumstances which may include genuine, unforeseen ill health or personal crisis.
- The cancellation charge will be issued as a supplementary fee invoice and you agree to make full payment to the Clinic within 30 days of the date of that invoice. Failure to pay within 30 days may result in court action.
- If you repeatedly fail to attend appointments the Clinic reserves the right to refuse you further appointments.
- Occasionally we will need to contact you to change the time and/or date of your booking. Whenever possible, we will give you as much notice as we can when doing this, but in the instance of unforeseen staff illness, we may be forced to reschedule your appointment at short notice. No discounts will be offered in these circumstances. We will contact you to rearrange your appointment at a time convenient to you.
New patient registration
- Registering as a new patient:
- Registering a child:
- Patients must be registered with the clinic before attending an appointment. Registration forms may be sent to you within the appointment confirmation email. If you are unable to complete any forms sent to you online for any reason, or need assistance, please contact the clinic to arrange for these to be completed in due course.
- At the Clinic a child is defined as anyone under the age of 16 years old. All children will need to be registered by their parent or guardian and accompanied during their treatment.
- Where a parent or guardian signs a Consent Form on behalf of a child under the age of 16 who is under their care, they agree that they will be bound by these Terms, even if that child breaches, or is not bound by, any part of these Terms. In these circumstances, the references in these Terms to “you” and “your” shall include, as well as the child, the parent or guardian of such child in so far as such references relate to any obligation to pay for any Care provided by the Clinic to that child.
- When registering a child, the parents/ guardian will be required to confirm they have seen our Safeguarding Policy, and consent to us sharing information with the relevant authorities if we have concerns about the welfare of their child/children, any understand that we do not have to seek consent If there are serious concerns about harm or likely harm to their child/children.
Attending the clinic
- Late running of patients:
- Late running of practitioners:
- Accompanying children
- Theft, loss or damage to your property
- We recommend that you should arrive 5 mins before your appointment time. We understand that sometimes patients are late. However, if you arrive late, they you may receive a shorter treatment than normal and agree to pay the full cost of that treatment. If you arrive more than 10 minutes late for your appointment, the Clinic will reschedule the appointment for another time, and you may be charged a late cancellation fee.
- The Clinic will endeavour to ensure that patient appointments run to time and if the clinic is running more than 15 minutes late, we will call you to let you know.
- Please be respectful of other patients having treatment and so we ask that you switch your mobile telephone to silent and do not raise your voice in the waiting room.
- We will refuse treatment to customers who behave in an ill-mannered, aggressive or hostile way towards any member of staff.
- Accompanying children are very welcome in the clinic. Patients who bring children with them to their appointment are responsible for keeping the children quiet and respectful of other patients during their visit. No children under the age of 16 years must be left unattended within the clinic at any time.
- While we will take all reasonable care to ensure the safety of your belongings, the Clinic does not accept any responsibility whatsoever for the theft or loss of, or damage to, any of your or your accompanying visitors’ property. We would strongly advise you not to bring valuable personal belongings into the Clinic with you.
Your clinical appointment
- We have implemented the Institute of Osteopathy’s Patient Charter to illustrate the standards you can expect from this Clinic. As part of this your osteopath will ensure a safe and comfortable environment for your treatment. This will include ensuring that all premises and equipment used are clean, suitable and properly used. Your osteopath will treat you with dignity and courtesy, respecting your beliefs and values without discrimination.
- Appropriate treatment
- Risk of injury
- Your practitioner will always assess whether treatment is suitable for you, or likely to be successful, prior to any treatment being carried out.
- If it is, your practitioner will provide treatment and care that reflects your needs as well as advice about how to manage your condition and help prevent recurrence. It may be necessary to include, involve or refer you to other healthcare professionals such as your GP or other practitioners as appropriate.
- If it is not, we will inform you as to the reasons why. Our practitioners are not obliged to treat you if they deem treatment is not appropriate for any reason and the Clinic reserves the right to decline patients for treatment. Any such decisions would usually be based on ensuring, for example, the safety of our patients or staff, however such decisions will be made at our sole discretion.
- Your Practitioner will explain your diagnosis and the appropriate treatment options available to you and obtain your consent before starting treatment. Your Practitioner will explain to you the cost of each consultation and treatment, including how many future treatments you might need.
- Please note that it is your responsibility to ensure that the agreed treatment plan accurately reflects your wishes as discussed with your Practitioner in relation to your Care. You may withdraw your consent to treatment at any time.
- A chaperone is an adult who accompanies a patient during their consultation and/or treatment who may be a relative or friend of the patient or a suitable person from the Clinic. All new patients may notified of their right to have a chaperone within the welcome email and also the consent form on arrival for their first appointment.
- A chaperone is always required when either the patient is a young adult (16 years of age or under) or, the patient is an adult who lacks capacity.
- A chaperone can be requested at any time before or during any appointment. If you wish to have a chaperone but are unable to provide a chaperone yourself then either the Clinic may be able to provide a chaperone to act on your behalf, or the appointment will be postponed until such time as a chaperone can be made available. If you bring a friend/family member to act as an informal chaperone, this will be noted in the patient notes.
- Your Practitioner will take time to explain the risks and benefits of any particular treatment method during your consultation, and subsequent treatments. Practitioners will do their best to ensure a satisfactory outcome, but no clinical procedure is entirely risk-free, and the results of any particular treatment cannot be guaranteed.
- If you have any concerns or queries you should discuss these with your Practitioner. Your Practitioner will be open and honest with you should anything go wrong while they are caring for you.
- It is your responsibility to ensure that you provide the Clinic and your Practitioner with all relevant medical details prior to each treatment. Neither the Clinic nor your Practitioner will be liable for any damage that occurs as a result of your failure to disclose such details.
- It is your responsibility to comply with all instructions and/or recommendations given to them by, or on behalf of, your Practitioner regarding the care of a treated area. Neither the Clinic nor your Practitioner will not be liable for any damage that occurs as a result of your failure to comply with their given instructions.
- Nothing in these terms of business shall exclude or limit Practitioner liability for death or any personal injury resulting from Practitioner negligence.
- The Clinic will not be liable in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any products and/or services to the patient.
Fees and payment
- The Clinic standard rates
- Methods of payment
- Payments can be made via debit or credit cards, cash, online transfer or by Gift Voucher. We do not accept cheques unless from a Health Insurance Provider. The Clinic is entitled to collect and receive fees on behalf of the Practitioners.
- Payment by telephone: We cannot accept payment by telephone using a debit or credit card.
- Gift vouchers: Gift vouchers are valid for six months from the date they are issued. The date of expiry is written on each gift voucher. We will not accept gift vouchers that have been defaced or tampered with in any way. If you receive a gift voucher which has a treatment description on it, you may not use the full value paid for the gift voucher towards any other treatment.
- Timing of payment
- Patients booking online are requested to pay upfront for treatments. The Clinic requires a minimum of 24 hours notice of rescheduling or cancelling your appointment. Patients can reschedule the appointment a maximum of 3 times before the full cancellation fee is charged. Failure to attend an appointment will result in 100% of the fee being charged in accordance to our cancellation policy.
- Patients with cashback schemes:
- Patients with private medical insurance or third-party sponsor.
- What your Insurance may not cover:
- Fees and costs
- Settlement of invoices
- If you have private medical insurance, you will need to speak to your insurer in advance of your treatment to get confirmation that your Care is covered by your insurance policy. You will need to provide us with details of your insurer, your registration number, your level of cover, scheme details and your pre-authorisation number which your insurer will provide to you.
- If you have a Third-Party Sponsor (e.g., solicitor) who has agreed to pay for your Care please ensure you have authorisation from them prior to booking your Care with us. This should include a letter of guarantee from your sponsor confirming to us that they will cover the costs of your Care at the Clinic a minimum of five (5) working days prior to your admission date. The Clinic reserves the right to verify with a Sponsor any arrangement in place between you and your Sponsor before agreeing to provide Care.
- Your insurance policy may not cover the cost of Sundry Items or other items such as specialist equipment, such as seating wedges or wrist braces, or it may only cover part of such costs. You will be required to pay for any such items not agreed by your insurers on receipt of the products.
- Some insurers use Care guidelines that may not match the professional medical opinion of the Practitioners, nursing staff and other medical professionals providing your Care. In some cases, this can mean that your insurer may not pay for certain parts of the Care you receive, and you will be required to pay for that part of your Care. In particular you should note that treatment for complications may in some cases not be covered by insurance and in such cases, you agree to cover the cost of your Care. We recommend that you keep in contact with your insurer or Sponsor at each stage of the Care you receive to ensure you are appropriately covered.
- If a specific set rate has been arranged between the Clinic and your insurer or third-party sponsor, then these rates will apply to your care.
- If no rate has been agreed between the Clinic and your insurer or third-party sponsor in respect of your Care, the Clinic Standard Rates will apply to your Care.
- If you pay for your Care and then subsequently seek reimbursement from your insurer or third-party sponsor, then the Clinic Standard Rates will apply to your Care and no refund respective of the fee difference will be issued.
- You agree with the Clinic that you will remain responsible for arranging payment for your Care. All claims with private medical insurance or a third-party sponsor will need to be claimed for yourself. The clinic is happy to produce a receipt for services paid for regarding your claim.
- Whilst you will remain responsible for the payment of your Care, if you have private medical insurance or a third-party sponsor, we may process the claim for your Care with your insurer or Sponsor IN EXCEPTIONAL CIRCUMSTANCES, provided you have given us and your insurer or Sponsor all the information we need to do so. If this information is incomplete or inaccurate, we may not be able to process your claim and you will need to pay for your Care in full.
- If your insurer or Sponsor fails to settle our invoices (or any part of them) within thirty (30) days of the date of the invoice we will assume that the outstanding amount will not be paid by them and you will become immediately liable for payment in full.
- If we invoice you for your Care, or for an element of it, you agree to pay us the amount invoiced within 30 days
- Product costs and sundry items
- Unless you have made, by prior arrangement, to pay by private medical insurance or by third party provider then the Clinic Standard Rates will apply to your Care current at the date of provision.
- Subject to any alternative arrangements agreed with the Clinic, fees for the Services shall be due and payable by you immediately following each appointment. The total amount must be paid in full and is non-refundable. If you do not pay in full on the day of your treatment, we will not accept further bookings until any outstanding amounts have been paid in full.
- If you have cover with a private cash-back health scheme (E.g., SimplyHealth) you will need to pay for each treatment and claim back the cost yourself. A receipt will be provided for this purpose. To avoid disappointment, please check with your insurer before receiving treatment that the therapy is covered by your scheme.
- All patients will be liable to pay for the cost of their Sundry Items. They are not included in the Appointment fees. A list of our prices for Sundry Items is available at any time during your Care on request from us.
- At our discretion, we can offer a full refund on retail products if they are unused, in their original packaging, in a fully saleable condition and are accompanied by proof of purchase, presented within 28 days of purchase.
- We do not offer a refund for treatments unless we acknowledge that the service received was below the professional standard we strive to achieve.
- We will happily email receipts to you at your request.
Data handling, privacy and disclosure
- Patient confidentiality
- Data protection
- Keeping your details up to date
- Requesting access to your medical records
- In the interests of privacy for all of our patients we also request that you keep confidential any information that you acquire during your visits to our Clinic including the identity of other patients that you may meet in our common areas.
- It is important that you keep us updated of any changes in your contact details and medical information. Where we have not been informed of any change of contact details or medical circumstance the Clinic cannot be held responsible for any consequences arising as a result of the same.
- You are entitled to request all or part of your medical records. You will not be charged for this service.
- All requests must be in the form of a Subject Access Request Form, available upon request from the clinic, with accompanying identifying documentation. The Clinic will make available copies of notes within 30 days of receiving a written request from a patient or nominated representative.
- The Clinic fully recognises the contribution it can make to protecting children from harm and supporting and promoting the welfare of all children. We have implemented our Safeguarding Policy in line with Northamptonshire Safeguarding Board procedures. Our policy applies to all children, volunteers, visitors and staff. A child is someone under the age of 18 years old.
- All parents and carers will sign a consent form at their child’s registration with the clinic, which includes any vital health or otherwise notable information. This will also include a statement making parents/carers aware by signing they consent to us sharing information with the relevant authorities if we have concerns about the welfare of their child/children, but that we do not have to seek consent If there are serious concerns about harm or likely harm to their child/children.
- It is our goal to always meet the expectations of our customers, however where we can improve, your feedback is greatly appreciated and will be dealt with as a matter of priority.
- Your right to complain
- Our complaints procedure
- We accept and very much regret that on rare occasion the service we give may not be to an individual’s satisfaction or expectation. Consequently, if you are unhappy with the standard of care you have received, we would like to hear about it and recognise that it may be important for you to make a complaint. We take all complaints seriously and any complaint will be properly investigated, and appropriate action taken.
- We have an established Complaints Procedure to handle complaints in an efficient and timely manner. Your Practitioner or Clinic Staff will be able to provide more details on request.
- Changes in applicable law
- Third party rights
- Law and the courts
- Warranties and representations
- Modifications and additional terms
- Force majeure:
- You acknowledge and accept that Applicable Law may change and prevent The Clinic from providing certain Care. If the Clinic becomes aware that such a change has occurred and the change has an effect on your Care, The Clinic will contact you to inform you of this and its consequences.
- The Clinic may transfer and assign your Agreement to any person who acquires all or substantially all of the assets of The Clinic.
- The Clinic may assign or sub-contract its obligations or rights under this Agreement to a competent third party in whole or in part.
- Except for you and The Clinic or any insurer or third party to the extent agreed by The Clinic, no person will have any rights under or in connection with these Terms.
- These Terms are governed by and shall be construed in accordance with English law and the courts of England and Wales shall have non-exclusive jurisdiction.
- Each party warrants and represents that, as at the date of this Agreement, it has full capacity and authority to enter into this Agreement. If requested, the Clinic may help the Client to choose medical services or other Services, but Clinic does not provide any warranties that such Services will be fit for the Client’s purpose and assessment and selection of the Services remains the Client’s ultimate responsibility. No statement, description, information, condition or recommendation contained in any Clinic catalogue, price list, website, advertisement or communication or made verbally by representatives of the Clinic shall be construed to vary in any way any of the terms of this Agreement. All other warranties (express or implied) are hereby excluded to maximum extent permitted by applicable law.
- The Clinic reserves the right to modify these T&Cs without prior notice. When changes are made the Clinic will post them on the Clinic’s website. 10.7 Force majeure:
- The Clinic shall be entitled to delay or cancel the delivery of Services or to reduce the number of Services delivered if it is prevented from or hindered in or delayed in the provision of Services through any circumstances beyond its reasonable control including strike, lock-out, accident, war, government action, national emergency, act of terrorism, protest, riot, civil commotion, explosion, flood, epidemic, fire.