Appointments:

Our practitioners will always endeavour to see you at your allotted appointment time. However, we can’t always do this due to the complex and unpredictable nature of the musculoskeletal conditions that some of our patients present with.

For this reason, we ask that you arrange your appointment in such a way as to allow a little leeway if clinics are running late. For appointments with our specialist doctors please allow up to 30 minutes leeway (although it is unusual for clinics to over-run by as much as this).

You can help us enormously with time keeping by ensuring that you arrive promptly for your appointment. Patients arriving late is a common reason that clinics do not run to time. If this is your first visit, try to arrive at least 5 minutes earlier than your appointment time since there may be paperwork for you to complete.

Cancelling and Missing Appointments:

If you need to cancel or rearrange your appointment, you will need to give us minimum notice of one full working day (24 hours notice). Weekends and public holidays are not classed as working days. This is to allow us time to offer the appointment slot to another patient. If you cancel or rearrange your appointment with less notice than this, or if you miss your appointment, you may be charged. Practitioners are entitled to charge in full in these circumstances but may reduce or waive fees at their discretion if there are exceptional circumstances.

Overdue Accounts:

Our patients have an excellent record of settling their accounts promptly. However, chasing payment of the small minority of invoices that become overdue can take up a significant amount of administration time.

If an account becomes overdue, our practitioners reserve the right to add the following fees to cover any administration and external costs:

(I) An administration charge of up to £5.00 for each reminder invoice posted.

(II) If external assistance with debt collection is required, an administration fee of up to £50 (or 30% of the invoiced amount if this is greater) may be added. Interest is also due at a rate of 8% over and above the Bank of England Base rate. If legal action is required, our practitioners also reserve the right to seek to recoup any additional legal costs they incur.

Professional Indemnity:

Each practitioner is responsible for making their own professional indemnity arrangements. The practitioner who
is delivering their professional service is exclusively responsible for ensuring that they deliver their services with due diligence in a professional and safe manner. Each practitioner is also exclusively responsible for ensuring that the care they provide is appropriate and that it falls within the remit of their professional capabilities.

Practitioners are fully responsible for their own professional conduct and in the event of a claim bear sole liability for any failures of their own making. Neither the clinic nor any other practitioner will share this liability.