Patient Service Agreement

We are committed to delivering exemplary healthcare services. In return, we kindly request that patients extend courtesy towards staff and fellow service recipients, inform us promptly if unable to attend scheduled appointments, and ensure timely payments. Detailed information is provided below.

Expectations for Your Physiotherapy Assessment: Your initial visit will include a comprehensive assessment by your Physiotherapist, who will inquire about your symptoms and conduct a physical examination of the affected area.

For an accurate assessment:
For lower limb issues, please bring shorts.
For upper limb issues, a vest top is advisable.
For lower back conditions, bringing both shorts and a vest top is beneficial to fully assess
your spine and lower limbs.

Feel free to bring a companion or request a chaperone for your comfort during the examination. We encourage you to ask any questions throughout your session. Post-assessment, your Physiotherapist will review their findings with you and craft a personalized treatment plan aligned with your objectives.

Consent to Treatment: Understanding medical and therapeutic procedures is crucial. Our Physiotherapists will only proceed with assessments or treatments after obtaining your consent, either verbally or in writing for certain procedures. We strive to ensure you comprehend our diagnosis, proposed procedures, and treatments and welcome any questions or additional information you might need. Inform us of any factors that may influence your treatment or diagnosis. If needed, we can also correspond with your GP or consultant. If you have any medical notes or reports on investigations, please bring these
with you to your appointment or if you are happy you can email them to admin@mskclinicphysio.co.uk

Cancellation Policy: MSK Clinic Physio requires a minimum of 24 hours notice for appointment cancellations. Appointments cancelled without such notice will incur full charges. Please be aware that insurance companies do not cover unattended appointments, and such costs will be the client’s responsibility. While we provide reminder emails or texts, maintaining a record of your appointments is primarily your responsibility.

Referrals: Should you require further treatment or imaging; we may refer you to a third party and provide a referral letter. The responsibility to schedule an appointment with the third party lies with you. Post-referral, you will adhere to the third party’s terms and conditions, and we hold no liability concerning their services.

Direct Payments: Payments for treatments are accepted via credit/debit card or cash at the time of your appointment. If needed, we can provide detailed receipts via email for insurance claims.

Medical Insurance and Payments: We will bill your insurance provider directly for treatment costs. However, you are ultimately responsible for full payment of our fees. Please provide your insurance membership details, policy number, valid pre-authorisation code for treatment, and personal details including address, date of birth, and contact information.

Note that your insurance may not cover all fees due to excess payments or policy limitations. If your insurance coverage is exhausted or claims are rejected, the remaining balance will be invoiced directly to you. Invoices will be sent via email and payment methods will be included. We also offer payment links through SQUARE.

Late Payment: Failure to settle fees and expenses may lead to suspension or cancellation of ongoing treatments. If enforcement of payment is necessary, you will bear all related costs. Chaperone Policy: If you wish for a chaperone during your consultation, please notify the reception or your clinician, who will be glad to make arrangements.