Terms & Conditions

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Patient Service Plan Agreement

We always endeavour to provide the highest quality of healthcare, in return we ask that our service user 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 5th of Mar 2023.

Consent to treatment

We believe in informed decision making when it comes to your healthcare. Therefore, before any assessment or treatment is initiated, our Physiotherapist will explain the proposed procedures and obtain your consent. 

We encourage you to ask questions and provide any relevant information that may impact your treatment or diagnosis. Additionally, with your permission, we can also communicate with your GP to ensure continuity of care. 

What to expect from your initial Physiotherapy assessment and treatment

Your Physiotherapist will begin by asking you about your main problem and symptoms, as well as your medical, drug, and social history. They will then perform a comprehensive physical examination. To facilitate the assessment, please wear appropriate clothing, such as shorts and a vest top for lower back or limb conditions. Additionally, please also ensure that you have enough space at home for a standard-size treatment plinth if needed.

After the assessment, your Physiotherapist will discuss their findings with you and propose a tailored treatment plan based on the best available research evidence. Please note that our initial assessment and treatment focuses on exercise therapy, education, and advice. Adjunct treatments (i.e., manual therapy, electrotherapy, therapeutic ultrasound) will only be administered if there is a clear indication from the Physiotherapist's perspective. If you are interested in adjunct treatments, please book our MSK follow-up: adjunct treatment service and review treatment contraindications before booking.

Please feel free to ask questions at any time during your session.

What to expect from your follow-up Physiotherapy assessments and treatments

 Our follow-up assessments and treatments allow us to reassess your symptoms, modify exercises, and provide additional treatment if necessary. 

We offer two types of follow-up sessions for our MSK service: standard (exercise, education, and advice) and adjunct (including manual, electro, or ultrasound therapy). Your physiotherapist will determine the best approach based on research evidence, your needs, and any precautions. 

Your physiotherapist will recommend whether you require further follow-up sessions based on your condition, goals, rehab potential, and progress,  Your input and preference regarding additional sessions or discharge from our service will be respected. 

If your last physiotherapy follow up have exceeded two months, you will automatically be discharged from our service for your initial problem. Hence, we would advise you to book a physiotherapy initial assessment and treatment if you require our service again.

What to expect from your Massage Therapy

To ensure a successful massage therapy session, our Physiotherapist will begin by completing an intake form with you to assess your overall health, including physical condition, medical history, medications and lifestyle.

During the session, you will be asked to undress to your level of comfort before the Physiotherapist begins the treatment. The therapist will use oil or lotion, and can massage either specific areas or your entire body (excluding private areas). If you have allergies, please inform the therapist beforehand.

Please note that our massage therapy services do not include comprehensive assessments. If you require an assessment, please see our physiotherapy services. Also, make sure you have enough space at home for a standard-size treatment plinth. 

Please be aware that the duration stated for each massage service includes prep, clear up and intake time. 

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 a 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.  The staff understand that ill service users do not always act in a reasonable manner and will take this into consideration 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.

In order 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:

• Using bad language or swearing at practice staff
• Any physical violence towards any member of our staff or other patients, such as pushing or shoving
• Verbal abuse towards the staff in any form including verbally insulting the staff
• Racial abuse and sexual harassment will not be tolerated within this practice
• Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
• Causing damage/stealing from staff 

We ask you to treat your Physiotherapist courteously at all times.

Upfront Payments & Late payments

For a smooth experience, most bookings require upfront payment to prevent inappropriate bookings, no-shows, and late payments. After booking on our website, you'll get an email invoice with payment instructions. Be sure to check your inbox, including the junk folder.

If online payment isn't possible for you, exceptions can be made for telephone bookings with in-person cheque/cash payment. Contact us to arrange this.

Complete upfront payment within 1 day if you receive your invoice 48 hours before your appointment. If it's less than 48 hours before your appointment, pay within 6 hours of receiving the email and at least 1 hour before your appointment. 

Your appointment will only be confirmed when the service fee has been processed.

If your appointment is cancelled due to late payment, reschedule on our website or contact us.

For more payment details, contact us.

Additional Travel Fees

Our standard service fees only apply to all bookings within the Torbay area. Bookings for areas outside of Torbay (i.e., Newton Abbot, Teignmouth, etc.) are subject to an additional travel fee per visit (15 miles maximum from Torquay).

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

Discount Policy

General discount promos will automatically be applied to your final invoice after booking your desired service within a timely manner.

Multiple discount promos cannot be added together. In circumstances where you have two or more discount promos active, the highest discount percentage will only be applied.

5% Feedback Discount

As a way for us to express our gratitude, a 5% DISCOUNT will automatically be applied to your next follow-up appointment if we do hear feedback from you on at least one of the websites below. 

Please click the links below to leave your kind review:

• Google: https://g.page/r/CVM5dWlx1q5SEBM/review
• Facebook: https://www.facebook.com/gomovephysio/?ref=page_internal
• Yell: https://www.yell.com/reviews/places/addreview/id/gomove-physio-torquay-10513741

Once you have received an email from us regarding your discount promo, you will have one week (from receiving the email) to claim your reward by booking a follow-up appointment with us on your desired date. You must be an existing service user to be eligible (have had our input in the last two months).

10% Refer-a-Friend Discount

Do you have a friend or family member who would benefit from our service? 

Refer them to GoMove Physio today and you will receive a 10% discount on your next follow-up appointment.

To qualify as a referee for our referral program, you must be a current customer of GoMove Physio and have received our services within the last two months.

To refer a friend, simply have them mention your name when they book their first physiotherapy service with us. Once they complete their initial consultation, we'll send you a 10% discount promo via email.

You'll have one week from the date of receiving the email to claim your discount reward by scheduling a follow-up appointment with us on a date that works for you.

48-hour Cancellation Policy

Please keep a record of all of your future appointments. To cancel or reschedule an appointment without incurring a charge, we require at least 48 hours notice. 

Appointments being cancelled or rescheduled within 48 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 cancelled or rescheduled and charged at our self-funding rates. 

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.