Empowering People
Empowering People
Patient Service Plan Agreement
We always endeavour to provide the highest quality of healthcare, in return we ask that our service users treat staff with respect, notify us on time if they are unable to attend appointments, and make payments promptly. Please see below for further details.
GoMove Physio may change its terms and conditions from time to time by updating this page. You should check this page to ensure that you are happy with any changes. These terms and conditions are effective from 16th September 2024.
Consent to Treatment
Before starting any assessment or treatment, our Physiotherapist will explain the procedures and obtain your consent. Feel free to ask questions and share any relevant information. We may also communicate with your GP with your permission to ensure continuity of care.
Initial Consultation
Your Physiotherapist will ask about your main issue, medical history, and perform a physical examination. Please wear appropriate clothing. After the assessment, your Physiotherapist will discuss findings and propose a treatment plan focused on exercise therapy, education, and advice. Additional treatments may be considered based on necessity.
Follow-Up Appointments
We offer standard sessions focusing on exercise and advice, and adjunct sessions including manual or ultrasound therapy. Your physiotherapist will recommend further sessions based on your progress and preferences.
Zero Tolerance
GoMove Physio supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that our staff have a right to care for others without fear of being attacked or abused. To successfully provide these services mutual respect between all the staff and service users has to be in place. Our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind service users that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. Our staff understand that ill service users do not always act reasonably and will consider this when trying to deal with a misunderstanding or complaint.
However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in your booked service being ceased without refund, you being removed from our service list, and in extreme cases, the Police being contacted.
For our staff to maintain good relations with our service users, GoMove Physio would like to ask all its service users to read and take note of the occasional types of behaviour that would be found unacceptable:
We ask you to treat your Physiotherapist courteously at all times.
Upfront Payments & Late payments
To secure your appointment slot, upfront payment is required. Please use our online booking system for a smooth process.
If online booking isn’t possible, we can send an invoice via email for advance payment. In exceptional cases, you may pre-book an initial assessment and pay on the day via tap and pay. However, follow-up appointments must be paid in advance via tap and pay during your most recent visit.
For assistance, please contact us. We’re happy to help.
Additional Travel Fees
Our standard service fees only apply to all bookings within the Torbay area. If you are making a booking outside of Torbay (i.e., Newton Abbot, Teignmouth, etc.), please also book the appropriate travel fee separately. If you have booked a follow-up bundle and live outside Torbay, please also book the appropriate travel fee separately (you will be asked to book further travel fees for every follow-up afterward).
You may be sent a separate travel fee invoice via email if you inadvertently forget to add the appropriate additional travel fee online.
Additional travel fees are based on how far your location is from Torquay. Please use Google Maps for reference.
Less than 5 miles from Torquay: £5
5-10 miles from Torquay: £10
11-15 miles from Torquay: £20
More than 15 miles: service not available
Discounts
Partnership Discount
As a valued customer, member, or client of our esteemed partners, you’re eligible for exclusive discounts on your initial physiotherapy consultation with us.
Details:
To qualify, you must be an existing client or a recent customer of our partners (within the last month).
Kindly use our form below to book your initial appointment and claim your discount (please provide us with proof of being a customer, member or client of our partners).
Once a booking request has been sent to us, you will receive an invoice via email shortly. We advise everyone to complete the up-front payment within one day of receiving your invoice. Otherwise, your requested time and time will not be guaranteed.
Follow-Up Packages
Our follow-up bundles (Neuro & Elderly rehab) comprise six follow-up sessions at a reduced overall service cost. It's important to note that VR-assisted adjunct sessions in this package are contingent upon the user being cleared from significant precautions and contraindications.
Following the initial follow-up, subsequent sessions will be scheduled after each appointment (we require service users living outside Torbay to book the appropriate travel fee online for every follow-up afterward)
After the initial follow-up session in a bundle is concluded, only rescheduling for subsequent follow-ups will be permitted. Refunds for the remaining follow-ups are not permissible.
Our follow-up bundles are only eligible for the same patient and are not eligible for additional discounts such as partnership discount.
Group Booking
Our Group Booking Physiotherapy Service is designed for nursing and residential homes, providing specialised care for neuro and elderly patients, as well as their staff. This service offers up to 4 slots per day, each lasting 45 minutes. It includes both initial and follow-up assessments, delivering focused neurorehabilitation and elderly rehabilitation, as well as tailored positioning and manual handling plans.
To maximise efficiency and cost-effectiveness, all sessions must be used consecutively on the same day and at the same location. This approach ensures a comprehensive and coordinated care experience for your residents.
Our Group Bookings are not eligible for additional discounts such as partnership discount.
24-hour Rescheduling Policy
We require at least 24 hours notice via a written request with or without a telephone call.
We permit one reschedule request for each appointment. Once rescheduled, your appointment is no longer eligible for further rescheduling or cancellation.
Requests to reschedule within less than 24 hours of the appointment time will be liable to a late cancellation charge if you wish to proceed. The charge will be the full fee of the appointment being rescheduled.
48-hour Cancellation Policy
We require at least 48 hours notice via a written request with or without a telephone call.
Cancellation requests within less than 48 hours of the appointment time will be liable to a late cancellation charge. The charge will be the full fee of the appointment being cancelled.
As an alternative, we could offer to reschedule your appointment instead to avoid a late cancellation charge. We permit one reschedule request for each appointment. Once rescheduled, your appointment is no longer eligible for further rescheduling or cancellation.
Please note that the refund process could take up to 7-14 working days to complete from the initial request.
Please contact us if you need to cancel or reschedule your booking.
Non-Attendance Policy
GoMove Physio will allow a maximum of 10-minute buffer time from your scheduled appointment if we need to wait for you for any reason. However, if we cannot commence your session within that time, this will count as a missed appointment.
Missed appointments are considered to be cancelled appointments without adequate notice and therefore the full appointment fee will be charged.
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