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Terms and Conditions


1. Privacy and data protection policy

2. Cancellation policy

3. Contact policy

4. Consent and Chaperones

5. Payment of fees

6. Complaints procedure

7. Standards of practice

8. Training plans


Privacy and data protection policy

Your treatment at Wilsmore Physiotherapy will require you to share your personal information. For example, we require your contact details for arranging, changing and reminding you of appointments as required as well as relevant medical history.

We will securely store your treatment notes electronically using HTTPS (end-to-end encryption) and we use a 2048-bit SSL certification for encryption in transit. All data is also encrypted at rest and backed up daily, using the industry-standard AES-256 encryption algorithm. Any written notes are stored securely at Wilsmore Physiotherapy HQ. This is a mandatory requirement of the Health and Care Professions Council (HCPC).

All rehab programmes will be created and sent to clients via an app called Rehab Guru, This service is linked to our electronic notes system, and is encrypted for security and GDPR compliant. The only personal data stored on Rehab Guru is your name, email address and our written prescription notes to allow integration between the two operating systems. Rehab Guru do not have access to this information and are not permitted to contact you. Your record will be retained for a minimum of 8 years in line with government policy.

Wilsmore Physiotherapy will never sell or share any of your contact details to a third party and your expressed written consent will be required should we need to release your clinical records to another health professional, such as your GP, as part of your treatment.

It is your right to see your medical records including assessments, treatments, discharge letters and medical reports if necessary, and you may request these in writing to Wilsmore Physiotherapy. We will be more than happy to assist with this at no detriment to your ongoing treatment.

You also have the right to a ‘no further contact’ request which would prevent Wilsmore Physiotherapy from contacting you thereafter, however we are required by law to retain all medical records, including your personal information for a minimum of eight years. We are required to retain medical records for paediatric (aged 16 or under) clients for a longer period. Clinical records that have not been accessed for two years are securely archived at our HQ and appropriately destroyed on-site at the earliest legal opportunity. All electronic notes are archived and then deleted in the appropriate timeframe.

To further enhance the service that Wilsmore Physiotherapy offers you, we would like to contact you to obtain feedback on your experience with us from time to time. Please let us know if you would like to opt out of this.

We take your privacy seriously and make every reasonable effort to ensure your data is protected. Should you have any concerns on how we use or handle your data please contact us at Wilsmore Physiotherapy or alternatively you are entitled to contact the Information Commissioners Office (ICO).

Cancellation policy

At Wilsmore Physiotherapy we strive to provide excellent clinical care to you and all of our clients.

In order to maintain consistency with this and ensure clients are seen in a timely manner, we have an appointment cancellation policy. When an appointment is scheduled, that time has been set aside for you, and when it is missed, that time cannot be used to treat another client who also needs our service. Therefore, we ask that you familiarise yourself with our cancellation policy below:

We politely request that you give the clinic 24 hours notice in the event that you cannot attend your scheduled appointment slot. This will allow another client to be scheduled into that free appointment time. You will not be charged for cancelling an appointment more than 24 hours in advance.

If a client misses an appointment without contacting the clinic, this is considered a missed appointment and a full standard fee will be charged.

We politely request that all clients settle cancellation and non-attendance charges prior to their next appointment.

If you arrive late for your appointment, we will do our best to deliver a complete service in that time, however please bear in mind this may not be possible and your full appointment fee will be charged.

Cancellation with less than 24hrs notice: 50% appointment charge

Cancellation more than 24hrs notice: No charge

Failure to attend with no contact: 100% appointment charge


We also understand that there may be occasions when unavoidable situations may cause you to miss your appointment for good reason. In this case it is at the discretion of the practice manager to waive these charges as a gesture of good will.

Contact policy


Social media is a great way to communicate, however with a growing client base, we are unable to respond to every message you may wish to send to us regarding your progress. We are happy to respond to questions relating to a new programme or a sudden flare up of pain, however to ask for feedback on every ache and pain along the way is unfortunately not realistic. This is not a reflection on our desire to help you to get better, it is to ensure standards of care as we want to be able to understand the problem as much as possible, and a quick message will not suffice for this. However, please make use of our Rehab Guru app which allows you to record all of this important information as often as you wish and it can then be discussed in a meaningful way at your next review.

If you do not have a review booked, we will respond when we are able to in a reasonable time frame. People with reviews booked will take priority. Please note we will only respond to messages during working hours to ensure a good work/life balance, which we hope you can appreciate.

Consent and chaperones

Wilsmore Physiotherapy take the protection of clients and practitioners throughout the treatment process very seriously. The Chartered Society of Physiotherapy set guidelines to ensure the standards of treatment. More information can be found here: Wilsmore Physiotherapy require all clients aged 16 or under to be supervised by an adult during examinations and treatment sessions. If a client is over 16, they may also bring an informal chaperone such as a friend or relative. A chaperone is an adult acting as an impartial third party. Due to the fact that we are a small business we are unable to offer our own chaperone. In order to achieve the best possible physiotherapy assessment, clients may be asked to undress to an appropriate degree. You may therefore, feel more comfortable bringing a vest top, sports bra or shorts etc to change into for your appointment.

If client is required to undress, the physiotherapist will leave the room to provide the required level of privacy and towels will be provided for modesty.

Please let your physiotherapist know at any time during your assessment if you are uncomfortable. The client is responsible for consenting verbally to examination and treatment, and this is noted in the clinical records. The client has the right to withdraw consent at any time.


Payment of fees

The responsibility of payment remains solely with the client.

If you have an insurance policy that will cover the payment for your treatment, please advise us of the details prior to the first appointment.

We will contact the insurance company directly for payment. Any extra fees or non-payment by the insurance company will result in an invoice being sent to yourselves and you will be liable for payment.

Refund policy

On occasions, you may not require our service after booking.  Providing it is more than 24 hours in advance of your appointment, any monies paid will be repaid, minus any card transaction fees we have incurred.  Refunds will be processed by the same means as payment and must be requested within three month of booking.  Please allow 5-10 days for the money to return to your account.

Gift vouchers are non-transferable and non-refundable.

Complaints policy

We hope that you will be very satisfied with your assessment and treatment with us at Wilsmore Physiotherapy, however we are always looking to improve our service wherever possible. If are dissatisfied with any of the assessment or treatment that you have received with us please do contact us via telephone or email to make a formal complaint. Complaints will be taken very seriously and we will always endeavour to resolve any issues with clients where possible.

Standards of practice

Here at Wilsmore Physiotherapy we are committed to consistently providing care in line with the national standards of the HCPC and Chartered Society of Physiotherapists.

All of our therapists are HCPC and CSP registered and their names can be found on this HCPC register

Training/rehab plans

Your training and rehab plans are created as a guide only and by agreeing to our terms and conditions you confirm understanding that all exercise is undertaken at your own risk within your own physical limitations.

If you have any doubts about your ability to exercise or there are any changes to your health or medical status, it is your responsibility to inform us of these changes and to seek the appropriate medical advice from your GP or A&E. We are unable to accept any responsibility for injuries or illnesses acquired during the undertaking of the training plans. You can also seek advice on 111 or in an emergency call 999.

If you have any questions with your rehab plan, please speak to your therapist who can advise you further or update your plan accordingly.

If you have signed up to the returning to running training plan. You agree to a minimum period of 3 months at the agreed price, Wilsmore Physiotherapy will give you 1 months’ notice prior to any increase in price. All plans will be constructed based on the information you provide, if you feel it does not reach your needs please speak to the therapist in charge of your training plan.

Cancellation requires 1 months’ notice, however, extenuating circumstances will be considered

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