Below are the terms and conditions on which we, First Physiotherapy Limited, provide physiotherapy services (the 'Services').

Initial Assessment

Your first appointment offers time for an assessment of your condition, a discussion with you on its management now and in the future and a structured way forward.

Please note that after the Initial Assessment has been carried out, we may decide that we cannot provide any Services if, for example, treatment for the condition may not be suitable or appropriate.

If treatment is deemed to be suitable then your first session of physiotherapy will be done at the same appointment unless more than one conditions are evaluated or the condition is deemed to be complex this will be discussed and pre-agreed with the patient.

Sessions

If further appointments are agreed with you to be necessary, these will be made with you by telephone, in person or by e-mail.

Exercise Plan

We may set you a functional exercise programme to be completed between sessions.  You are not obliged to complete these but, if you do not, then your progress in achieving your full potential may be slowed down.

Fees

Our fees for each session are as confirmed by us to you. You are personally liable to pay all of our fees and any surcharges incurred, such as any cancellation fees. We are happy to accept you as a client if you are arranging to pay through a third party, such as private medical insurance, however it is your responsibility to check with that third party whether you have to pay any excess and how much treatment they will pay for, as you will be liable for any payment they do not make.

Payment

We accept payment in cash, cheque or debit card. At prime appointment times, new patients will be asked to pay a £20 non-refundable deposit this will be set against the cost of their first appointment.

Late cancellation or missed appointments

If you are late arriving at a session, the session will begin on your arrival and continue until the time when it is scheduled to end.

If you have booked a session and you cancel with less than 48 hours' notice or do not attend for the session, then you are liable to pay the cost of that session. Please be aware that, in many cases, insurance companies will not pay our fees if you have not attended or cancelled with less than 48 hours' notice and as is the case above, if your insurance company will not pay, you will be liable for such payment.

On occasions, we may have to cancel a scheduled session. This may occur, for example, if a staff member is sick. If we have to cancel a scheduled session, we will book you another appointment as soon as reasonably possible. No charge will be made to you for the session cancelled by us.

Privacy Policy and Data Protection

We shall treat all personal and medical information supplied by you as confidential and gain your written consent to Treatment and Data processing under the General Data Protection Regulation (GDPR).

Personal information may include name, date of birth, address, email address, contact number, source of referral and may be collected in a number of ways, depending upon the situation:

• Over the telephone e.g. to confirm details of your personal information/ treatment status / referral source / appointment time and date etc.
• By email e.g. in response to an enquiry by you
• Through the website e.g. if you contact us via our “contact us” page with an enquiry
• On initial assessment when you complete Consent Forms.
• At the point of referral from an external source e.g. through an insurance intermediary that may be referring you.
• Through an informal or formal complaint, where details are required in order to handle the complaint effectively and in accordance with the Complaints Policy and Procedure.

Your principal rights under data protection law are:

(a)       the right to access;
(b)       the right to rectification;
(c)       the right to erasure;
(d)       the right to restrict processing;
(e)       the right to object to processing;
(f)        the right to data portability;
(g)       the right to complain to a supervisory authority; and
(h)       the right to withdraw consent.

We shall not disclose any information to any third party without your written prior permission, except where required by law or where action might be necessary to protect you or someone else.
Please note if you are over 18 we are by law custodians of your medical records for 8 years post your last treatment and until you are 21 if under 18 these records cannot be destroyed

You have the right to confirmation as to whether or not we process your personal and medical data and, where we do, access to the personal and medical data, together with certain additional information. That additional information includes details of the purposes of the processing, the categories of personal and medical data concerned and the recipients of the personal and medical data. Providing the rights and freedoms of others are not affected, we will supply to you a copy of your personal and medical data. The first copy will be provided free of charge, but additional copies may be subject to a reasonable fee.

Indemnity

You agree that you will indemnify us against any and all loss or damage suffered, including any legal fees or costs, as a result of any breach of this agreement by you.

Early termination

In exceptional circumstances, such as illness or other commitments, inappropriate behaviour by you, refusal to be treated in a reasonable way, actual or potential conflict of interest, or other reasons, we may decide to terminate the Services early and or refuse or be unable to provide further sessions to you. In such circumstances, we shall give you reasonable notice of termination where practicable and will refund to you any advance payment made for sessions not yet provided.

Complaints

If you are unhappy with the First Physiotherapy Limited provides, we hope you will discuss any problems or issues with the practitioner who treated you first. If that does not resolve matters to your satisfaction, the matter will be referred to our Practice Manager who will handle the complaint as set out in our Complaints Procedure.  We will complete our investigation within 1 week of receiving the complaint. This agreement is governed and construed by English law and the parties submit to the jurisdiction of the courts of England and Wales.

Website Privacy Policy

We may collect the following information:

• name and contact information including email address
• demographic information such as postcode, preferences and interests
• other information relevant to customer surveys and/or offers

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons: Internal record keeping. We may use the information to improve our products and services. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided. From time to time, we may also use your information to contact you for market research or medical studies purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Links to other websites

Our website may contain links to enable you to visit other websites of interest easily. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following way:

If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at: This email address is being protected from spambots. You need JavaScript enabled to view it.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.