This letter is to introduce you to Flint Physiotherapy and inform you about what to expect. Please take time to read this through. Your Physiotherapy appointment will have been confirmed with you during the initial contact and we look forward to seeing you then.
Assessment
During your initial assessment, the physiotherapist will ask you some questions about your symptoms, medical history, activity levels and expectations. Your appointment will last approximately 50 – 60 minutes. The aim is to provide treatment within this time scale but if your needs are complex, treatment will be arranged for a future date. In order to properly assess you, the physiotherapist will complete a physical examination and may need to see the affected area. Please ensure you wear appropriate clothing and suitable underwear. After your assessment, we will discuss the findings with you and propose a treatment plan tailored specifically to your own goals and requirements. Please note that after the initial assessment has been carried out, it may be decided that Flint Physiotherapy is not the most appropriate service for you or your condition and we may need to make an onward referral.
Consent
You will be asked for your consent at every stage, and we will provide clear and easy to understand information to help you make the right decision for your healthcare. You can decline to consent at any stage, and this will be respected.
Flint Physiotherapy reserves the right to terminate therapy at any time. The client is free to withdraw from assessment or treatment at any time. The client is not obliged to provide a reason for withdrawal, and this will not affect your rights.
You have the right to use an interpreter if English is not your first language. We can help provide an Interpreter service. We strongly recommend you use a professional interpreter instead of a family member or friend who may not be familiar with medical words.
You can request to have a chaperone. Please inform us before we attend your appointment, and we can discuss your needs. We may need to change your appointment to ensure that a chaperone can be present.
Area Covered
Flint Physiotherapy is a Physiotherapy service based in East Grinstead and operates within 15-miles of including Oxted, Reigate, Haywards Heath, and Crawley.
Physiotherapy sessions will normally be carried out at the client’s home; however, rehabilitation may also be carried out at other relevant settings such as the workplace or leisure venue/gym. This will be dependent on the client’s needs and goals.
Hours of Work
Flint Physiotherapy is typically open on Monday-Friday, however visits can be arranged at the weekends depending on availability. Messages/emails can be left anytime, and we will aim to respond within 48 hours.
Fees
The pricing structure for treatment and any associated costs are as outlined on the website. All fees and associated costs will be made clear prior to the booking of an appointment. Any additional costs associated with administration tasks or further treatment, shall be discussed prior to commencement as required. Fees will be reviewed periodically.
Travel outside our usual area will incur a cost and will be discussed on the initial triage.
Payment Methods
Payment is accepted by cheque, cash or BACS payment.
Invoices can be issued on a fortnightly or monthly basis for repeat clients.
Fees are expected to be paid by the client within 5 days of treatment.
You are personally liable to pay all fees and any surcharges incurred, such as any cancellation fees. If you wish the session to overrun significantly then you may be charged at our discretion for the extra time spent.
Cancellation Charges
If you need to cancel your appointment you are required to let your physiotherapist know via telephone, text message or email.
When an appointment is scheduled, this allotted session time is held exclusively for that client. It is therefore required that at least 2 days' notice is provided to reschedule or cancel appointments to avoid incurring any cancellation fees
Cancellation on the day of an appointment will be charged at full price (fee as agreed at the time of booking). We are aware that due to the nature of the clients we see, sometimes cancellations need to be made at short notice; however with such short notice we are unlikely to fill that appointment slot and the full cost applies.
Cancellation within 24 hours of an appointment will be charged at 50% of the full price (fee as agreed at the time of booking).
There will be no charge if more than 24 hours' notice is given.
Outcomes
It is not possible that any results or outcomes can be guaranteed as a result of our physiotherapy services. The aim is to provide a physiotherapy service using reasonable care and skill. Some patient’s conditions may take longer than others to treat and we will regularly reassess the treatment plan and communicate this with you.
We shall seek to enable you to achieve your desired outcomes. No outcomes can be guaranteed; and you have sole responsibility for acting on any recommendations or advice we have provided.
We may set you assignments to be completed between sessions. You are not obliged to complete these assignments; however, your progress in achieving the desired outcome may be halted.
Confidentiality
Flint Physiotherapy is registered with the Information Commissioner’s Office (ICO) for the purpose of data protection and all records are therefore kept in adherence with the conditions of such registration. As required by law, Flint Physiotherapy will not disclose to any person, any information as to the dealings or affairs of the client.
From time to time, it may be necessary for the Physiotherapist to approach or liaise with the client’s GP/consultant or other agencies as part of the treatment. Any such approach or liaison will only be done with the prior consent of the client.
As Physiotherapists, it is our professional responsibility as overseen by The Health Care Professions Council (HCPC) to consult your doctor should we consider it necessary.
We may also need to contact third parties such as social services for the purposes of client safeguarding, if deemed necessary.
GDPR and Privacy Policy
We are registered data controllers with the Information Commissioners Office (ICO) and if any breach of your personal data is suspected we will notify the relevant authorities within 72 hours in line with GDPR regulations.
In adherence with the Information Commissioner’s Office (ICO), our privacy policy details how we are required to hold and use your personal information for you to use our services. A copy of our privacy policy is available to read on our website www.flintphysiotherapy.co.uk or we can send you a copy upon request.
Please do not hesitate to contact us if you require any further information.
Keeping in touch
We operate a ‘keep in touch’ service following discharge, where we occasionally check in on our clients via email and offer our assistance and reassurance, should they require it. The aim of this system is to be an on-going accessible healthcare resource to them, to offer advice and support and effective signposting to resources that may benefit their health and wellbeing. By signing the consent document, you agree to us contacting you via email once discharged for appropriate, informative content.
Indemnity
You agree that you will indemnify us against any loss or damage suffered, including any legal fees or costs, as a result of any breach of this agreement by you.
Disputes
If you are not happy with the service provided by Flint Physiotherapy, then we hope you will discuss it with us in the first incidence. If that does not resolve matters to your satisfaction, then the matter can be referred to the Health and Care Professionals Council (HCPC) regulatory body.
Rebecca Flint
(Flint Physiotherapy Founder)