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 our patients with the highest quality personalised treatment.
These Terms should be read along with our Patient Charter, Privacy Policy, and Safeguarding Policy, and aim to give you a guide to the process you are about to undertake to allow you to undergo your treatment with peace of mind. Please read these terms and conditions carefully and take the opportunity to ask questions of our team at this stage.
Definitions and interpretation
"Agreement" means these terms and conditions of business pertaining to the Services provided.
"Patient" or “you” means the person to whom the Services are provided.
"Clinic" or “we” means Norwich Osteopathic Clinic, 433 Earlham Road, Norwich NR4 7HL
“Practitioners” are the professionals who deliver the Services at the Clinic’s premises.
"Services" or “care” means the clinical services to be provided under the Agreement which include osteopathy, podiatry, sports injury therapy, massage, and acupuncture.
1. Your agreement with the Clinic
These Terms and Conditions, form the basis of the Agreement between you and the Clinic. By registering with the Clinic, you agree to be bound by these Terms.
If there is any conflict between these Terms, the Privacy Policy and Consent Form, these Terms will take precedence followed by the Privacy Policy. If there is any inconsistency between this Agreement and any marketing material, this Agreement will take precedence.
The Clinic may update this Agreement from time to time. This agreement was last reviewed on 16-01-2024.
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
The Clinic practitioners are all suitably qualified to ensure that you receive a high quality experience, advice and care.
Practitioners involved in providing your Care are independent practitioners and are not employees of the Clinic. Accordingly, your Practitioner will be responsible for the Care he/she gives you, and other than in relation to obligations under the Privacy Policy, the Clinic will not be liable for any act or omission of a Practitioner (nor partnership that employs or engages the Practitioners). Any Practitioner’s fees relating to your Care will be charged to you on behalf of the Practitioner.
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.
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
Appointment bookings can be made 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. The system will also send you an email reminder 2 days before your appointment. Please ensure we have your up to date email address for this purpose.
If it is your first appointment we will send you some information about what to expect and what to bring to your first session.
3.3 Late cancellations and missed appointments
Please give us 24hrs notice of cancelling or rescheduling your appointment. Our diary is often full and we often 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 then 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 and you agree to 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 the Clinic reserves the right to refuse you further appointments.
3.4 Rescheduling due to staff illness or absence
Occasionally we will need to contact you to change the time and/or date of your booking. We will give you as much notice as possible 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. We will contact you to rearrange your appointment at a time convenient to you.
4. New patient registration
4.1 Registering as a new patient:
Patients must be registered with the clinic before attending an appointment. Registration forms links will be sent to you within the appointment confirmation email. If you are unable to complete the forms online for any reason or need assistance please contact the clinic so that paper forms can be completed.
4.2 Registering a child:
At the Clinic a child is defined as anyone under the age of 16 years old. All children must be registered by their parent or guardian and must be accompanied during their treatment.
Where a parent or guardian signs a Consent Form on behalf of a child under the age of 16 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.
When registering a child, the parents/ guardian will be required to confirm they have seen our Safeguarding Policy, and consent to us sharing information with the relevant authorities if we have concerns about the welfare of their child/children, and understand that we do not have to seek consent If there are serious concerns about harm or likely harm to their child/children.
5. Attending the clinic
5.1 Late running of patients:
We recommend that you should arrive 5 mins before your appointment time. We understand that sometimes patients are late. If you arrive late, you may receive a shorter treatment than normal and agree to pay the full cost of that treatment. If you arrive more than 15 minutes late for your appointment, the Clinic will reschedule the appointment for another time and you may be charged a late cancellation fee.
5.2 Late running of practitioners:
The Clinic will endeavour that patient appointments run to time. If the clinic is running more than 15 minutes late we will call you to let you know.
5.3 Conduct
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 Accompanying children
Accompanying children are very welcome in the clinic. Patients who bring children with them to their appointment are responsible for their children’s behaviour during their visit. No children under the age of 16 years must be left unattended within the clinic at any time.
5.5 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 accompanying visitors’ property. We would strongly advise you not to bring valuable personal belongings into the Clinic with you.
6. Your clinical appointment
We have implemented the Institute of Osteopathy’s Patient Charter to illustrate the standards you can expect from this Clinic. As part of this 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 treat you with dignity and courtesy, respecting your beliefs and values without discrimination.
6.1 Appropriate treatment
Your practitioner will always assess whether treatment is suitable for you and likely to be successful prior to any treatment being carried out.
If treatment is appropriate, your practitioner will provide such treatment and care according to your needs and preferences accompanied by advice about how to manage your condition and help prevent recurrence. It may be necessary to include, involve or refer you to other healthcare professionals such as your GP or other practitioners.
If treatment is not appropriate, we will inform you as to the reasons why. Our practitioners are not obliged to treat you if they deem treatment is not appropriate for any reason and the Clinic reserves the right to decline patients for treatment. Any such decisions would usually be based on ensuring the safety of our patients or staff, however such decisions will be made at our sole discretion.
6.2 Consent
Your Practitioner will explain your diagnosis and the appropriate treatment options available to you, and obtain your consent before starting treatment. Your Practitioner will explain to you the cost of each consultation and treatment, including how many future treatments you might need.
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. You may withdraw your consent to treatment at any time.
6.3 Chaperones
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 first appointment confirmation email.
A chaperone is always required when either the patient is a young adult (16 years of age or under) or is an adult who lacks capacity.
A chaperone can be requested at any time before or during an appointment. If you request a chaperone but are unable to provide a chaperone yourself then either the Clinic may be able to provide a chaperone to act on your behalf, or the appointment will be postponed until such time as a chaperone can be made available. If you bring a friend/family member to act as an informal chaperone, this will be noted in the patient notes.
6.4 Risk of injury
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 Practitioner will be open and honest with you should anything go wrong while they are caring for you.
6.5 Liability
Your Practitioner will be responsible for the Care he/she gives you.
It is your responsibility to ensure that you provide the Clinic and your Practitioner with all relevant medical details prior to each treatment. Neither the Clinic nor your Practitioner will be liable for any damage that occurs as a result of your failure to disclose such details.
It is your responsibility to comply with all instructions and/or recommendations given by, or on behalf of, your Practitioner regarding the care of a treated area. Neither the Clinic nor your Practitioner will not be liable for any damage that occurs as a result of your failure to comply with your given instructions.
Nothing in these terms of business shall exclude or limit Practitioner liability for death or any personal injury resulting from Practitioner negligence.
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 products and/or services to the patient.
7. Fees and payment
7.1 The Clinic standard rates
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 current at the date of provision. The Clinic Standard Rates may increase from time to time.
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 a Health Insurance Provider. The Clinic is entitled to collect and receive fees on behalf of the Practitioners.
Payment by telephone:
We can accept payment by telephone using a debit or credit card. To do this we will need your full card details and the postcode of the account holder. All card details will be handled in the strictest confidence and will be shredded afterwards in compliance with the Payment Card Industry Data Security Standards. We can post a card payment machine receipt to you on request.
Gift vouchers:
Gift vouchers are valid for twelve months from the date they are issued. The date of expiry is written on each gift 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.
7.3 Timing of payment
Subject to any alternative arrangements agreed with the Clinic, fees for the Services shall be due and payable by you 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.
7.4 Patients with cashback schemes:
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.
7.5 Patients with private medical insurance or third party sponsor.
Pre-authorisation
If you have private medical insurance you will need to contact your insurer in advance of your treatment to confirm that your Care is covered by your insurance policy. You will need to provide us with details of your insurer, your membership number and your pre-authorisation claim number before we can authorise a credit account.
If you have a Third Party Sponsor (eg solicitor) who has agreed to pay for your Care please ensure you have authorisation from them prior to booking your Care with us. This should include a letter of guarantee from your sponsor confirming to us that they will cover the costs of your Care at the Clinic at least five (5) working days prior to your appointment date. The Clinic reserves the right to verify with a Sponsor any arrangement in place between you and your Sponsor before agreeing to provide Care.
What your Insurance may not cover:
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.
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. 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.
Fees and costs
If a specific set rate has been arranged between the Clinic and your insurer or third party sponsor then these rates will apply to your care.
If no rate has been agreed between the Clinic and your insurer or third party sponsor in respect of your Care, the Clinic Standard Rates will apply to your Care.
If you pay for your Care and then subsequently seek reimbursement from your insurer or third party sponsor then the Clinic Standard Rates will apply to your Care and no refund respective of the fee difference will be issued.
Settlement of invoices
You agree with the Clinic that you will remain responsible for arranging payment for your Care.
Whilst you will remain responsible for the payment of your Care, if you have private medical insurance or a third party sponsor we will 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 in full.
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.
If we invoice you for your Care, or for an element of it, you agree to pay us the amount invoiced within 30 days.
7.6 Product costs and sundry items
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.
7.7 Refunds
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.
7.8 Receipts
We will happily email receipts to you on request.
8. Data handling, privacy and disclosure
8.1 Patient confidentiality
We respect the confidentiality of all of our patients. We will treat all information provided to us by you as confidential and, subject to the terms of our Privacy Policy, will not disclose any such information to any person outside of the Clinic without your express consent or as otherwise required by law.
In the interests of privacy for all of our patients we also request that you keep confidential any information that you acquire during your visits to our Clinic including the identity of other patients that you may meet in our common areas.
8.2 Data protection
We will process your personal data in accordance with our Privacy Policy, a copy of which will be provided to you upon registration. This policy describes that the Clinic and your Practitioner will ensure your personal details and health records will be kept strictly confidential.
By completing and signing the Explicit Consent Form within the patient registration form you agree to the processing of your personal data in accordance with your Explicit Consent Form and our Privacy Policy. You may amend your preferences at any time.
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
You are entitled to request all or part of your medical records. You will not be charged for this service.
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.
8.5 Safeguarding
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.
All parents and carers will sign a consent form at their child’s registration with 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.
9. Complaints
It is our goal to always meet the expectations of our customers. 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. If you are unhappy with the standard of care that you 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 taken.
9.2 Our complaints procedure
We have an established Complaints Procedure to handle complaints in an efficient and timely manner. Your Practitioner or our Practice Manager will be able to provide more details on request.
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.
10.2 Assignment
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.