Privacy and Data Protection:
The safety of your personal information is a critical part of your treatment with us. During your treatment journey we will need to discuss your medical history and other relevant personal information. We will also record contact details to send appointment reminders and to forward relevant clinic details like rehab plans and clinic letters. All this data is securely stored and backed-up via industry standard encryption and is solely for the use of the clinic, as per GDPR regulations (More info at https://www.cliniko.com/security).
Sometimes we may need to share your information with relevant professionals, such as your GP practice or other healthcare partners. We will always make you aware of this before doing so, and do not share your information with any other third parties without your express permission.
More specific information about, for example, the length of time we keep records for, can be found on the Chartered Society of Physiotherapy website (https://www.csp.org.uk/publications/record-keeping-guidance).
Your rehab safety:
As a private practice we do not have access to the medical notes held by your GP. We rely on a verbal history from you, alongside information provided directly or indirectly by you from external sources. Every step is taken to ensure all treatments are safe – if you are unsure about your ability to exercise due to a change in your health or medical status, please inform us and be sure to seek medical advice from your GP or nominated health practitioner.
Cancellation policy:
Please ensure you give as much notice as possible if you are unable to attend an appointment, and we will be as flexible as possible in organising a rescheduled appointment. We will send you a confirmation of your appointment time & location prior to your appointment (both at the time of booking and in the days prior to your appointment). Please see our website if unsure of the best way to reach us.
Please note, your chosen appointment time has been set aside for you, and most cancelled slots cannot be filled with less than 24 hours notice. To this end, we will need to charge 50% of the appointment fee for cancellations made within 24 hours of your appointment, and the full cost of the session should you fail to attend without contacting us. If you are late for an appointment, then we will try our best to fit you in if we can.
You will not be charged for cancelling an appointment with more than 24 hours advance notice, or if we manage to fill a late cancellation.
We do appreciate that there are always situations when late cancellations cannot be avoided – such situations will be considered on an individual basis, just let us know.
Thank you for your understanding.
Contact Policy:
Please send all appointment queries via email to frankie@yealmphysio.co.uk, or the contact form on our website. Unfortunately we are not able to respond to any clinical queries via any of our clinical or personal social media platforms.
You can also request a call regarding your rehabilitation this way, but please be aware we can only do this for appropriate queries about your current treatment. In-depth information is hard to provide over the phone in a safe and meaningful way and may be more appropriately reviewed in person. We prioritise communications for those clients already booked in for a follow-up, but will always aim to respond in a timely manner.
As I’m sure you will understand, we tend to reply to queries during working hours to maintain a good work/life balance.
Chaperones:
Chaperones are used to protect both the therapist and the patient.
As a small clinic we are unfortunately unable to offer a chaperone for treatment. If you’re nervous about your appointment and would like to bring someone along to help you feel comfortable, you are more than welcome to do so.
Close examination and treatment during your appointment may well require the removal of some clothing, so please remember to bring a change of shorts, sports-bra or vest-top with you if you are not wearing appropriate clothing on arrival. We can also provide towels for your modesty during treatment.
Your consent is documented in the clinical notes. If you feel uncomfortable at any point in your appointment let your physiotherapist know – you have the right to withdraw treatment consent at any time.
Payment:
Responsibility for payment of fees remains solely with the client.
We are currently unable to take direct referrals from insurance companies, but if you are able to make a claim through an insurance policy please let us know prior to your first appointment. Some insurance companies will reimburse clients a percentage of their costs – always check with your insurance provider first.
We kindly request that appointments are paid for in advance, and that any invoices are paid within 10 days of receipt.
Complaints:
We hope that your experience with Yealm Physio is an excellent one, but if we fall short of the standards you expect, then please do contact us directly. We always strive for excellent clinical and customer experience and your feedback is really important to us.
Our clinicians are members of the Health and Care Professions Council (HCPC) and the Chartered Society of Physiotherapy (CSP), who set the standards for care in our profession