Terms & Conditions

GoMove Physio: Patient Service Plan Agreement

At GoMove Physio, we are dedicated to providing high-quality healthcare. In return, we ask our service users to:

• Treat our staff with respect.
• Notify us in advance if unable to attend appointments.
• Make payments promptly.

Please review the following terms and conditions. GoMove Physio reserves the right to update these terms periodically. These terms are effective from 1 May 2026.

1. 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.

2. 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.

3. 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.

4. 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.

5. Initial Consultation

During your first appointment, your physiotherapist will:

• Discuss your concerns and medical history.
• Conduct a physical examination (please wear appropriate clothing).
• Provide an assessment and propose a tailored treatment plan focused on exercise therapy, education, and advice.
• Recommend additional treatments if necessary.

6. Follow-Up Appointment

During your follow-up appointment, your physiotherapist will:

• Review your progress: Discuss how your symptoms have changed and how you’ve managed since your last session.
• Re-evaluate your movement: Conduct a brief physical re-assessment to measure improvements in strength, mobility, or pain levels.
• Refine your treatment plan: Adjust your tailored exercises and goals based on your body’s response to the initial plan.
• Progress your therapy: Advance your exercise program and provide further education or hands-on techniques to keep your recovery on track.

Please book an initial consultation if you are seeking treatment for a new condition or if it has been more than two months since your appointment.

7. ChairFLEX Exercise Class

• ChairFLEX is a general fitness class suitable for adults (Torbay GP registered) without medical conditions that contraindicate chair-based exercises. If unsure, please consult your GP.

How to Join:

• Register Online: Limited spots available.
• Class Time: Starts at 2 PM—please join 10 minutes early.
• Platform: Held on ZOOM; the link will be sent via email (check junk/spam).
• Booking: Book one session at a time to prevent confusion with class link dates.
• Cancellations/Rescheduling: Manage easily online via your account.

Note: ChairFLEX is a fitness class, not a rehabilitation programme. For specific rehabilitation needs, please book a physiotherapy consultation.

Video Recording

Some virtual exercise classes, including ChairFLEX, may be recorded for educational, training, and promotional purposes. By attending a virtual class, you grant GoMove Physio the right to record, use, and distribute footage that may include your image, voice, and likeness.

If you do not wish to appear in recordings, please disable your camera and microphone.

Recording Restrictions:

• Participants are strictly prohibited from recording, photographing, or taking screenshots of any part of the class without explicit consent from all parties involved.
• Unauthorised recording or distribution is a violation of privacy and may result in removal from future sessions and/or legal action.

Liability Disclaimer for Virtual Exercise Class

By participating in virtual exercise classes, you acknowledge the inherent risks of physical activity, including injury or discomfort. You are responsible for ensuring you are in suitable physical condition before participating.

GoMove Physio is not liable for any injuries, damages, or losses incurred during or after a virtual class. If you experience pain or discomfort, stop immediately and seek medical advice.

Participation is voluntary, and by attending, you waive any claims against GoMove Physio related to personal injury or property damage.

8. Zero Tolerance Policy

GoMove Physio follows the government's 'Zero Tolerance' campaign for health service staff. Our staff have the right to provide care without fear of abuse or violence.

Unacceptable Behaviours Include:

• Verbal abuse, swearing, or bad language.
• Physical violence (e.g., pushing or shoving).
• Racial abuse, sexual harassment, or discrimination.
• Unreasonable demands causing undue stress to staff.
• Stealing or damaging property.

Aggressive behaviour may result in immediate service termination without refund, removal from our service list, and police involvement if necessary.

9. Advance Bookings - Online, e-Invoices & In-Person

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).

10. Our Zone Booking & Pricing Guide (home visits):

Zone 1 - The Local Loop (Torbay)

• You must book on specific locations on allocated days only.

Zone 2 - The FlexiBay (Torbay)

• Book for any town, on any available day.

Zone 3 - The Coastal Reach (outside Torbay)

• Book up to 10 miles outside Torquay on any available day (use Google Maps for reference).

Verification: Please ensure your booking matches your address and selected Scheduled Town Day / Service Type.

Corrections: Incorrect bookings will be invited to reschedule or upgrade to appropriate Zone fees.

Upgrades: Post-booking upgrades will be sent via e-invoice to balance the charge at an e-invoice rate.

11. Assessment Reports & Fees

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.

12. Discounts

General Discount Offers:

• Please note that each discount offer may have varying terms and conditions in certain areas.
• Discounts will be applied on the standard service fee (i.e., £81.99) not the on the online price (i.e., £80).

Partnership Discount:

• 15% off for sole trader partner clients.
• 10% off for corporate partner clients.
• Proof of eligibility is required. Discounts apply only to initial consultations and cannot be combined with other offers.

Follow-Up 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.

13. Rescheduling & Cancellation Policies

24-hour Rescheduling Policy:

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

48-hour Cancellation Policy:

• 48+ hours' notice: No charge.
• Less than 48 hours' notice: Full appointment fee applies.

If you’re unwell (non-emergency):

• 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.
• 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 will reschedule once you're better (hospital note required).

14. Attendance Policy

• Please allow 10 minutes buffer time for the physiotherapist to arrive from your appointment time. Be assured that appropriate adjustments will be made to compensate for the time.
• If the session cannot start within 10 minutes of your scheduled appointment, it will be considered a missed appointment, and the full fee will be charged.

Thank you for choosing GoMove Physio. Your cooperation ensures the best care for all service users.