Our Services

We recommend using our Online Booking System for the quickest and most seamless experience. If you are unable to book online, please contact us via email to request an electronic invoice for advance payment.

Payment Policy: To secure your appointment, all sessions must be booked and paid for in advance via our online portal or e-invoice. For Insurance-related appointments, invoices will be issued following each session or in accordance with your provider's terms.

In-Person Exceptions: For initial consultations, we may—at our discretion—allow payment to be processed during the appointment for those who have difficulty accessing the internet. However, all subsequent follow-up sessions must be settled in advance (this can be done at the end of your current appointment to secure the next one).

All reports are strictly clinical and descriptive, designed to support administrative, case coordination, and application processes—not medicolegal opinions.

Administrative Note: All reports in Tiers 2 and 3 incur a separate administration/writing fee listed below. This fee is for professional documentation time and is in addition to the clinical assessment fee.

Tier 1 (free):

• Discharge summary to GP and patient (upon request only).
• Referral letter to another provider.
• Mandatory safeguarding referral and reports.
• Statutory Fit Note >7 Days (if deemed appropriate).

Tier 2 (£20):

• Brief progress report for case managers (if requested).
• Statutory Fit Note <7 Days (if requested).

Tier 3a - Detailed Case Managed Report (£30):

• Detailed initial assessment and final reports for case managers.

Tier 3b - Detailed Functional Assessment Report (fee included in the SFA service or £40 for the report only [for existing patients]):

• Detailed functional assessment report as a supporting evidence for applications (Blue Badge, PIP, ESA), work abilities & overall mobility.

24-Hour Rescheduling Policy

• Rescheduling with 24+ hours’ notice: No charge.
• Rescheduling less than 24 hours: 50% standard service fee applies for your next appointment.
• One-time reschedule rule: You can reschedule once per appointment. After that, the full fee applies for further changes. 

48-Hour Cancellation Policy

• Canceling with 48+ hours’ notice: No charge.
• Canceling with less than 48 hours’ notice: Full appointment fee applies.

Illnesses & Emergencies

• If you're unwell (non-emergency):

1. Notify us at least 12 hours before your appointment: Reschedule with no additional charge or 50% service fee applies if you decide to completely cancel the appointment.
2. Less than 12 hours' notice: Full fee applies.

• Hospital or serious emergencies: No charge if informed at least 2 hours in advance. Full fee may apply if not informed in time, but we’ll reschedule once you’re better (hospital note required).

Bundle Policy

• The same cancellation and reschedule policies apply to bundle appointments. However, the rescheduled date must fall within 2 weeks of the original appointment to ensure continuity. Any changes extending beyond this two-week window may be treated as being outside of our T&Cs. Exceptions may be made for serious sickness & documented emergencies at our discretion.
• No full cancellations or refunds once a bundle has started.
• Appointments must be used within 2 weeks, unless delayed due to our availability.
• Unused appointments without prior agreement will be lost and cannot be refunded or rescheduled.

Consent to Treatment

Before any assessment or treatment, your physiotherapist will explain the procedure and obtain your consent. You are encouraged to ask questions and provide relevant information. With your permission, we may also communicate with your GP to ensure continuity of care.

Consent for Different Age Groups

Adults (18+): Individuals aged 18 and above are considered adults with full legal capacity. They can provide consent for their physiotherapy treatment, and we process their health data under the lawful bases mentioned above. They have full rights to access, rectify, or request the erasure of their data, though legal requirements for health record retention will always take precedence over the right to erasure.

Young People (16-17): Individuals aged 16 and 17 are legally presumed to have the capacity to consent to their own medical treatment and the associated data processing. They hold the same data rights as adults. We must respect their confidentiality entirely and will only involve parents or guardians where appropriate, or with the young person's explicit consent.

Children (Under 16): For children under the age of 16, the rules vary depending on the context of data processing:

1. Clinical Data (Assessments and Medical Records):

• Consent for Treatment & Records: We rely on the child's "Gillick competence" (or Fraser competence) to determine their capacity to consent.

• Competent Children: If a physiotherapist assesses a child as having sufficient understanding to fully appreciate the proposed treatment and data implications, that child can provide their own valid consent. 

• Non-Competent Children: If the child is not deemed Gillick competent, then a person with parental responsibility must provide consent for the treatment and the associated data collection.

2. Online Services Data (e.g., website registration, online booking systems):

• For online services where we rely on user consent (e.g., signing up for a newsletter or using a specific patient portal), the UK GDPR sets the digital age of consent at 13 years old.
  • Children Aged 13-15: Can provide their own consent to use our online services.
  • Children Under 13: A parent or guardian’s verifiable consent is required before they can use these specific online services.

Mental Capacity & Power of Attorney

Lasting Power of Attorney (LPA)

If an adult patient lacks the mental capacity to consent, we require a legally appointed representative to act on their behalf.

• We must verify a registered LPA for Health and Welfare (either via the original document or an official summary access code) before accepting consent from a third party.
• The Attorney is legally bound to act in the patient’s best interests at all times.

The "Best Interests" Framework

Where a patient lacks capacity and no LPA is in place, the physiotherapist will act in accordance with the Mental Capacity Act (2005). We will make a "Best Interests" decision by:

• Consulting with family members, next of kin, or primary carers to establish the patient’s likely wishes.
• Considering the patient’s known past values, beliefs, and preferences.
• Selecting the clinical path that is the least restrictive of the patient's future rights and freedoms.

The Right to Refuse & Clinical Stopping Points

We prioritise the dignity and physical autonomy of our patients. A legal authorisation to treat (via an LPA or Best Interests decision) does not grant the therapist the right to force treatment upon a non-consenting individual. 

Consistent Refusal or Resistance

If a patient consistently declines treatment—whether through verbal refusal or physical resistance (e.g., pulling away, agitation, or distress)—treatment will be paused or ceased immediately.

• We do not practise or permit the use of physical restraint or any form of coercion.
• This policy remains in effect even if a family member or LPA holder insists that treatment continues.

Clinical Objection 

The physiotherapist reserves the professional right to decline or stop treatment if:

1. The patient is clearly distressed by the intervention, regardless of their capacity.
2. The therapist deems that the lack of cooperation makes the treatment unsafe or clinically ineffective.
3. Continuing treatment would violate our professional duty of care or the ethical standards set by the HCPC and the CSP.

Agreement

By engaging our services, you acknowledge that you have read and understood these terms, specifically the protocols surrounding mental capacity, the role of Attorneys, and the patient's fundamental right to refuse treatment even when capacity is diminished.