Terms and Conditions
Thank you for choosing to undergo your treatment at Norwich Osteopathic Clinic. The health and wellbeing of our patients is at the heart of all we do. Our priority is providing you, as our patient, with the highest quality personalised treatment.
Definitions and interpretation
"Agreement" means these terms and conditions of business pertaining to the Services provided.
"Patient"means person to whom the Services are provided.
"Clinic" means Norwich Osteopathic Clinic, 433 Earlham Road, Norwich NR4 7HL
“Practitioners” are the professionals who deliver the Services at the Clinic’s premises.
"Services" means the services to be provided under the Agreement which include chiropractic, osteopathy, physiotherapy, sports injury therapy, massage, and acupuncture.
Your Agreement with The Clinic
These Terms and Conditions, form the basis of the Agreement between you and The Clinic. By registering with us, you agree to be bound by these Terms.
The Clinic may update these Terms from time to time.
2. Clinic Service Standards
2.1 Our Patient Charter
The Clinic aims to provide each of our patients with a consistently high quality of osteopathic care. We have implemented the Institute of Osteopathy’s Patient Charter to illustrate the standards you can expect from this Clinic. This standards within the iO Patient Charter are included within these terms, but for clarity a full copy is available here.
2.2 Our Practitioners
While in The Clinic, you will be listed as under the care of Practitioner you initially consulted, though you may see any other practitioners within The Clinic as you wish or at your convenience.
The Clinic practitioners are all suitably qualified to ensure that you receive a high quality experience, advice and care.
2.3 Variation from published material
The Clinic's catalogues, brochures, leaflets or other correspondence including information published on the Clinic's website are not binding and reasonable variations may be made to the Services without notice, and the Services so varied shall be accepted as complying with the Agreement.
3. Appointment bookings, reschedulings and cancellations
3.1 Making a booking
You may book appointments with us in person, online, by telephone or by email. Our online booking system link is here
3.2 Appointment confirmations and reminders
Our booking system will send you an email message to confirm the time and date of your booking. If it is your first appointment we will send you some information about what to expect and what to bring to your first session. The system will also send you an email reminder 3 days before your appointment. Please let us know an up to date email address for this purpose.
3.3 Late Cancellations and Missed Appointments
Please give us 24hrs notice of cancelling or rescheduling your appointment. Quite often we are full and have a waiting list of other patients who could utilise the appointment if given sufficient notice.
If you give us less than 24 hours notice when cancelling a booking or do not attend an appointment, you agree to pay the cancellation charge as defined in our fee schedule.
These charges may be waived in exceptional circumstances which may include genuine, unforeseen ill health or personal crisis.
The cancellation charge will be issued as a supplementary fee invoice to the patient for such cancellation and/or rescheduling fees and the patient shall make full payment to the Clinic within 30 days of the date of that invoice. Failure to pay within 30 days may result in court action.
If you repeatedly fail to attend appointments you have made the clinic reserves the right to refuse you to the clinic.
3.4 Rescheduling due to staff illness or absence
Occasionally we may need to contact you to change the time and/or date of your booking. Whenever possible, we will give you as much notice as we can when doing this, but in the instance of unforeseen staff illness, we may be forced to reschedule your appointment at short notice. No discounts will be offered in these circumstances.
Following cancellation by you or your Practitioner, for whatever reason, we will contact you to arrange an appointment at a time convenient to you.
4. New Patient Admissions
4.1 New patient arrival times
Please arrive for your first appointment at least 10 minutes in advance so that the necessary paperwork can be completed. Late arrival may result in reduced treatment time.
4.2 Children receiving treatment:
Where a person signs an Admission Form as a parent or guardian on behalf of a child under the age of 18 who is under their care, they agree that they will be bound by these Terms, even if that child breaches, or is not bound by, any part of these Terms. In these circumstances, the references in these Terms to “you” and “your” shall include, as well as the child, the parent or guardian of such child in so far as such references relate to any obligation to pay for any Care provided by The Clinic to that child.
Parents and Carers will be required to sign within the consent form that they have sen our Safeguarding Policy as per Section 8.4, and consent to us sharing information with the relevant authorities if we have concerns about the welfare of their child/children, but that we do not have to seek consent If there are serious concerns about harm or likely harm to their child/children.
4.3 Overseas patients:
By signing an Admission Form and agreeing to these Terms you confirm that you have leave to enter the UK and that you meet all relevant immigration criteria.
5. Attending the Clinic
5.1 Late arrivals:
We recommend that you arrive before your appointment time, allowing sufficient travel time during the traffic rush hours. If you arrive more than 15 minutes late for your appointment, we will reschedule your treatment for another time and you may be charged a late cancellation fee. If you arrive late you may receive a shorter treatment than normal, and you agree to pay the full cost of that treatment.
5.2 Late running of practitioners:
The Clinic will endeavour to ensure that your appointment runs to time and if we are running more than 15 minutes late we will call you to let you know.
5.3 Updating contact details and medical history
It is important that you keep us updated of any changes in your contact details. Where we have not been informed of any change of contact details The Clinic cannot be held responsible for any consequences arising as a result of the same.
Please be respectful of other patients having treatment and so we ask that you switch your mobile telephone to silent and do not raise your voice in the waiting room.
We will refuse treatment to customers who behave in an ill-mannered, aggressive or hostile way towards any member of staff.
5.4 Theft, loss or damage to your property
While we will take all reasonable care to ensure the safety of your belongings, The Clinic does not accept any responsibility for the theft or loss of, or damage to, any of your or your visitors’ property. We would strongly advise you not to bring valuable personal belongings into The Clinic with you, unless required during your stay.
5.5 Accompanying Children
Customers who bring children with them are responsible for keeping the children quiet and under control during their visit and if any child causes significant disruption we may cancel your appointment and ask you to leave. No children under the age of 16 years must be left unattended within the clinic at any time.
6. Your Clinical Appointment
Your osteopath will ensure a safe and comfortable environment for your treatment. This will include ensuring that all premises and equipment used are clean, suitable and properly used.
Your osteopath will provide treatment and care that reflects your needs. This includes explaining your diagnosis and the proposed treatment, as well as how to manage your condition and help prevent recurrence.
Your osteopath will treat you with dignity and courtesy, respecting your beliefs and values without discrimination.
Your osteopath will explain to you the cost of each consultation and treatment, including how many future treatments you might need.
Your osteopath will ensure that their advice, care or treatment is safe and appropriate to your needs. And if necessary, including, involving or referring you to other healthcare professionals such as your GP or others
We will always assess whether treatment is suitable for you, or likely to be successful, prior to any treatment being carried out. If not, we will inform you as to the reasons why. The Clinic reserves the right to decline patients for treatment. Our practitioners are not obliged to treat you if they deem treatment is not appropriate for any reason. Any such decisions would usually be based on ensuring, for example, the safety of our patients or staff, however such decisions will be made at our sole discretion.
Your osteopath will explain the treatment options open to you, agree a course of action with you and obtain your consent before starting treatment. You may also withdraw your consent to treatment at any time.
Please note that it is your responsibility to ensure that the agreed treatment plan accurately reflects your wishes as discussed with your Practitioner in relation to your Care.
6.2 Right to a Chaperone
A chaperone is, an adult who accompanies a patient during their consultation and/or treatment, whom may be a relative or friend of the patient or a suitable person from The Clinic.
All new patients are notified of their right to have a chaperone within the consent form on arrival for their first appointment.
A chaperone can be requested at any time before or during any appointment.
If the patient wishes to have a chaperone but is unable to provide a chaperone themself the Clinic will provide a chaperone of the same gender to act on their behalf. If a chaperone has been requested by the patient and one is unavailable, the appointment will be postponed until such time as a chaperone can be made available.
When a patient brings a friend/family member to act as an informal chaperone, this will be noted in the patient notes.
A chaperone is always required when:
The patient is a young adult (16 and 17 years of age).
The patient is an adult who lacks capacity
6.3 Risk of Clinical Complications
Your Practitioner will take time to explain the risks and benefits of any particular treatment method during your consultation, and subsequent treatments. Practitioners will do their best to ensure a satisfactory outcome but no clinical procedure is entirely risk-free and the results of any particular treatment cannot be guaranteed.
If you have any concerns or queries you should discuss these with your Practitioner.
Your osteopath will be open and honest with you should anything go wrong while they are caring for you.
It is the Patient's responsibility to ensure that he or she provide The Clinic and their Practitioners with all relevant medical details prior to each treatment. The Clinic will not be liable for any damage that occurs as a result of the client's failure to disclose such details.
The Practitioner will be responsible for the Care he/she gives you.
The client agrees to comply with all instructions and/or recommendations given to them by, or on behalf of, their Practitioner regarding the care of a treated area.
The Clinic will not be liable in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the client.
Nothing in these terms of business shall exclude or limit Practitioners liability for death or any personal injury resulting from Practitioners negligence.
7. Fees and Payment
7.1 The Clinic Standard Rates
1.10 Unless you have made an arrangement to pay by private medical insurance or by third party provider then The Clinic Standard Rates will apply to your Care.
Fees payable by the Client for the Services shall be the fees chargeable by the Practitioners for such Services current at the date of provision. The Clinic is entitled to collect and receive fees on behalf of the Practitioners.
7.2 Methods of Payment
Payments can be made via debit or credit cards, cash, online transfer or by Gift Voucher. We do not accept cheques unless from Health Insurance Provider.
Payment by telephone:
We can accept payment by telephone using a debit or credit card. To do this we need your full card details and the address where the card is registered. All card details will be handled in the strictest confidence and will not be shredded in the clinic after payment is authorised. We can post a card payment machine receipt to you if required.
Gift vouchers are valid for twelve months from the date they are issued. The date of expiry is written on each gift voucher. At our discretion we may allow a gift voucher to be used after the expiry date – an administrative charge of £5 will be deducted from the value of any replacement voucher.
We will not accept gift vouchers that have been defaced or tampered with in any way. If you receive a gift voucher which has a treatment description on it, you may use the full value paid for the gift voucher towards any other treatment (including purchase of retail items).
The cost of treatment may have changed since the gift voucher was issued: the value of each gift voucher reflects the amount paid for it, not the cost of treatment at the time the gift voucher is used.
7.3 Timing of Payment
Subject to any alternative arrangements agreed with The Clinic, fees for the Services shall be due and payable by the Client immediately following each appointment. The total amount must be paid in full and is non-refundable.
If you do not pay in full on the day of your treatment, we will not accept further bookings until any outstanding amounts have been paid in full.
If you have cover with a private (cash-back) health scheme - e.g. SimplyHealth - you will need to pay for each treatment and claim back the cost yourself (a receipt will be provided for this purpose). To avoid disappointment, please check with your insurer before receiving treatment that the therapy is covered by your scheme. Podiatry and Osteopathy treatments should be covered by all health insurance schemes.
7.4 Patients with Private Medical Insurance or Third Party Sponsor.
If your treatment relates to an private medical insurance claim or medicolegal claim and we accept you as a patient, having agreed fees in advance with your insurer, we will invoice your insurer after you have been discharged (you will not need to pay at the time of the appointment).
Please not the following before your treatment:
If you have private medical insurance you will need to speak to your insurer in advance of your treatment to get confirmation that your Care is covered by your insurance policy. We would recommend that you ask your insurer if there are any exceptions within your policy.
You will need to provide us with details of your insurer, your registration number, your level of cover, scheme details and your pre-authorisation number which your insurer will provide to you.
Where you have a Sponsor who has agreed to pay for your Care please ensure you have authorisation from them prior to booking your Care with us.
If a Sponsor has agreed to pay for your Care, The Clinic will require details of such party including your relationship with them and contact details for them. The Clinic reserves the right to verify with a Sponsor any arrangement in place between you and your Sponsor before agreeing to provide Care.
You agree to provide all information requested by The Clinic to verify, to our satisfaction details of any such arrangement including a letter of guarantee from your sponsor confirming to us that they will cover the costs of your Care at The Clinic a minimum of five (5) working days prior to your admission date.
You agree with The Clinic that you will pay for your Care. Whilst you will remain responsible for the payment of your Care, where you have private medical insurance or a third party has agreed to pay for your care;
(a) We will, where possible, process the claim for your Care with your insurer or Sponsor, provided you have given us and your insurer or Sponsor all the information we need to do so. If this information is incomplete or inaccurate, we may not be able to process your claim and you will need to pay for your Care, as set out in (c) below;
(b) Where we process your claim and your insurer or Sponsor pays us direct, the rate agreed between The Clinic and your insurer or Sponsor will apply to your Care;
(c) If your insurer or Sponsor fails to settle our invoices (or any part of them) within thirty (30) days of the date of the invoice we will assume that the outstanding amount will not be paid by them and you will become immediately liable for payment in full.
(d) If we invoice you for your Care, or for an element of it, you agree to pay us the amount invoiced within 30 days.
If no rate has been agreed between The Clinic and your insurer or Sponsor in respect of your Care, The Clinic Standard Rates will apply to your Care.
If you pay for your Care and subsequently seek reimbursement from your insurer or Sponsor, and if no other rate has been expressly agreed between you and The Clinic, The Clinic Standard Rates will apply to your Care.
We recommend that you keep in contact with your insurer or Sponsor at each stage of the Care you receive to ensure you are appropriately covered. What your insurance may not cover
What your Insurance may not cover:
Some insurers use Care guidelines that may not match the professional medical opinion of the Practitioners, nursing staff and other medical professionals providing your Care. In some cases this can mean that your insurer may not pay for certain parts of the Care you receive, and you will be required to pay for that part of your Care. In particular you should note that treatment for complications may in some cases not be covered by insurance and in such cases you agree to cover the cost of your Care.
Your insurance policy may not cover the cost of Sundry Items or other items such as specialist equipment, like seating wedges or wrist braces, or it may only cover part of such costs. You will be required to pay for any such items not agreed by your insurers on receipt of the products.
7.5 Payment Products
All patients will be liable to pay for the cost of their Sundry Items. They are not included in the Appointment fees. A list of our prices for Sundry Items is available at any time during your Care on request from us.
At our discretion, we can offer a full refund on retail products if they are unused, in their original packaging, in a fully saleable condition and are accompanied by proof of purchase, presented within 28 days of purchase.
We do not offer a refund for treatments unless we acknowledge that the service received was below the professional standard we strive to achieve.
We will happily email receipts to you at your request.
8. Data Handling, Privacy and Disclosure
8.1 Patient Confidentiality
In the interests of privacy for all of our patients we also request that you keep confidential any information or knowledge that you acquire during your visits to our Hospital including the identity of other patients that you may meet in our common areas.
8.2 Data Protection
8.3 Keeping your details up to date
It is important that you keep us updated of any changes in your contact details and medical information. Where we have not been informed of any change of contact details or medical circumstance The Clinic cannot be held responsible for any consequences arising as a result of the same.
8.4 Requesting Access to your Medical Records
The patient is entitled to request all or part of their medical records. All requests must be in the form of a Subject Access Request Form with accompanying identifying documentation. The Clinic will make available copies of notes within 30 days of receiving a written request from a patient or nominated representative. The patient will not be charged for this service. This form can be found here.
The Clinic fully recognises the contribution it can make to protecting children from harm and supporting and promoting the welfare of all children. We have implemented our Safeguarding Policy in line with Norfolk Safeguarding Children Board’s procedures. Our policy applies to all children, volunteers, visitors and staff. A child is someone under the age of 18 years old.
A copy of our policy can be found here.
All parents and carers will sign a consent form at their child’s admission to the clinic, which includes any vital health or otherwise notable information. This will also include a statement making parents/carers aware by signing they consent to us sharing information with the relevant authorities if we have concerns about the welfare of their child/children, but that we do not have to seek consent If there are serious concerns about harm or likely harm to their child/children.
It is our goal to always meet the expectations of our customers, however where we can improve, your feedback is greatly appreciated and will be dealt with as a matter of priority.
9.1 Your right to complain
We accept and very much regret that on rare occasion the service we give may not be to an individual's satisfaction or expectation. Consequently if you are unhappy with the standard of care you have received we would like to hear about it and recognise that it may be important for you to make a complaint.
We take all complaints seriously and any complaint will be properly investigated and appropriate action take. We have an established process and procedures to deal with complaints in an efficient and timely manner.
9.2 Our Complaints Procedure
Your Practitioner or Clinic Staff will be able to provide details of the Clinic complaints procedure on request. Our complaints procedure can be found here.
10. Other Terms
10.1 Changes in Applicable Law
You acknowledge and accept that Applicable Law may change and prevent The Clinic from providing certain Care. If The Clinic becomes aware that such a change has occurred and the change has an effect on your Care, The Clinic will contact you to inform you of this and its consequences.
The Clinic may transfer and assign your Agreement to any person who acquires all or substantially all of the assets of The Clinic.
The Clinic may assign or sub-contract its obligations or rights under this Agreement to a competent third party in whole or in part.
10.3 Third Party Rights
Except for you and The Clinic or any insurer or third party to the extent agreed by The Clinic, no person will have any rights under or in connection with these Terms.
10.4 Law and the Courts
These Terms are governed by and shall be construed in accordance with English law and the courts of England and Wales shall have non-exclusive jurisdiction.
10.5 Warranties and representations
Each party warrants and represents that, as at the date of this Agreement, it has full capacity and authority to enter into this Agreement. If requested, the Clinic may help the Client to choose medical services or other Services but Clinic does not provide any warranties that such Services will be fit for the Client's purpose and assessment and selection of the Services remains the Client's ultimate responsibility. No statement, description, information, condition or recommendation contained in any Clinic catalogue, price list, website, advertisement or communication or made verbally by representatives of the Clinic shall be construed to vary in any way any of the terms of this Agreement. All other warranties (express or implied) are hereby excluded to maximum extent permitted by applicable law.
10.6 Modifications and additional terms
The Clinic reserves the right to modify these T&Cs without prior notice. When changes are made the Clinic will post them on the Clinic's website.
10.7 Force majeure:
The Clinic shall be entitled to delay or cancel the delivery of Services or to reduce the amount of Services delivered if it is prevented from or hindered in or delayed in the provision of Services through any circumstances beyond its reasonable control including strike, lock-out, accident, war, government action, national emergency, act of terrorism, protest, riot, civil commotion, explosion, flood, epidemic, fire.