Definitions and Interpretation

References to “We”, “Us” or “Our” shall be references to West Midlands Physiotherapy.

References to “Appointment, Booking(s) or Session(s)” means the ability to book/schedule appointments with Us.

References to “You”, “Your(s)” or “Patient(s)” shall be references to You.

References to “Services” or “Treatment” means services, content systems and information made available and/or shared with You.

References to “Terms” or “Agreement” means the terms and conditions herein and any other terms that govern Your use of our Services.

1. The Agreement

This agreement is between you and West Midlands Physiotherapy Limited. Our terms and conditions are there to help you understand how we operate our practice.

Please read these terms and conditions carefully. They provide the basis on which you will be provided services by West Midlands Physiotherapy.

2. Fees and Payment

2.1  Our current standard physiotherapy fees can be found under the ‘Fees’ section on our website.

2.2  You are personally liable to pay all our fees and any surcharges incurred. If your payment is being made through a third party, such as private medical insurance or workplace occupational health scheme, it is your responsibility to check whether you are required to pay any excess and the amount of treatment they will pay for. You will be liable for any payment they do not make.

2.3  Our fees are inclusive of VAT. However, if the rate of VAT changes between the date the appointment was made and the date the appointment was completed, we will adjust the rate of VAT that you pay, unless you or a third party have already paid for the services in full before the change in the rate of VAT takes effect.

2.4  We accept cash and card payments. Payment via bank transfer (BACS) is available on request.

3. Self-Payment

3.1  Payment for self-paying physiotherapy services is due at the time of booking or on the day prior to treatment.

3.2  We reserve the right to collect a 50% non-refundable deposit at the time of booking to secure the appointment. The outstanding balance will be collected on the day of treatment.

3.3  Payment remains your responsibility at all times.

3.4  In the event of a late of missed payment, services will be suspended and all fees still payable. Services may continue, at our discretion once any outstanding amount has been settled in full.

3.5  We reserve the right to increase fees at any time at our discretion.

4. Health Insurance Cover

4.1  West Midlands Physiotherapy Limited is registered with the major insurance companies including, but not limited to, BUPA, Vitality, AXA, AVIVA, CIGNA and WPA.

4.2  Should you wish to use health insurance to cover towards the cost of your treatment, you are required to provide the following details to us prior to the start of your appointment:

• Health insurance company name and contact details
• Health insurance policy number
• Insurance authorisation code
• The amount of any excess and whether the insurer will claim this back via West Midlands Physiotherapy

4.3  It is your responsibility to check the number of authorised sessions for the current course of treatment and the number of authorised sessions in total.

4.4  We are contractually obligated to inform your insurer of any failure to attend or lateness in attending your appointments with us.

4.5  Payment is invoiced to your insurer directly. However, we reserve the right to request patients to settle their account directly in full at any time and claim reimbursement from their insurer. For ‘Pay and Reclaim’ policies, fees are due in accordance with our Self-paying payment terms. Ultimate liability and responsibility for full payment remains yours at all times.

4.6  Failure to provide complete and accurate insurance authorisation details prior to your treatment commencing means that you will be required to pay for treatment in accordance with Section 3 of these terms and conditions. West Midlands Physiotherapy is unable to obtain or confirm policy or authorisation details on your behalf. It is your responsibility to confirm your insurance cover and any potential shortfalls, excess or policy clauses that may affect cover.

4.7  Some insurers use care guidelines that may not match with the professional medical opinion of our medical professionals. In some cases, this may mean that your insurer will not pay for certain elements of your treatment and in such cases, you agree to cover the cost of your treatment with us as per Section 3 of these terms and conditions.

4.8  Once all authorised treatment sessions have been exhausted, you will be automatically transferred onto our standard physiotherapy fees unless prior notification is provided of additional treatment authorisation. Insurers may require a short report from us prior to authorising further treatment. In all instances, it is your responsibility to ensure that further treatment has been authorised and the details provided to West Midlands Physiotherapy without delay prior to further appointments with us. Any appointments undertaken by you without prior notification of authorisation will be charged at our standard rate.

4.9  This agreement is between you and West Midlands Physiotherapy, and you are ultimately responsible and liable for all payments.

5. Workplace Occupational Health Scheme

5.1  It is your responsibility to check the number of authorised sessions for the current course of treatment and the number of authorised sessions in total.

5.2  An initial report will be sent to your employer which briefly outlines the physiotherapists findings and confirms your attendance at the appointment. A final report will be sent on completion of your final authorised appointment.

5.3  We are contractually obligated to inform your employer of any failure to attend or lateness in attending your appointments with us.

5.4  Failure to provide complete and accurate details prior to your treatment commencing means that you will be required to pay for treatment in accordance with Section 3 of these terms and conditions. West Midlands Physiotherapy is unable to obtain or confirm policy or authorisation details on your behalf. It is your responsibility to confirm your cover and any potential shortfalls, excess or policy clauses that may affect cover.

5.5  Payment is invoiced to your employer directly. However, we reserve the right to request patients to settle their account directly in full at any time and claim reimbursement from their employer.

5.6  Once all authorised treatment sessions have been exhausted, you will be automatically transferred onto our standard physiotherapy fees unless prior notification is provided of additional treatment authorisation. Employers may require a short report from us prior to authorising further treatment. In all instances, it is your responsibility to ensure that further treatment has been authorised and the details provided to West Midlands Physiotherapy without delay prior to further appointments with us. Any appointments undertaken by you without prior notification of authorisation will be charged at our standard rate.

6. Cancellations and Rescheduling of Appointments

6.1  A minimum of 24 hours prior notice is required for cancellation or rescheduling of an appointment in which case there will be no cancellation fee charged or otherwise a £35.00 cancellation fee would be payable in any event.

6.2  Notice of any cancellation or rearrangement must be by email or telephone discussion with us and not by leaving a message on our answer phone. Appointments cancelled in accordance with the 24hr notice policy will be rescheduled to an allotted time. If your appointment has been paid for in advance in full and you opt not to reschedule, no refund will be awarded.

6.3  Please note that insurers or workplace occupational health schemes may not pay for missed appointments and we will charge you the outstanding appointment fee directly.

6.4  We reserve the right to discharge patients who repeatedly fail to comply with this policy. If the cost of your treatment is being covered by a workplace occupational health scheme or private health insurance, we are contractually obligated to inform them of this.

7. Refunds

7.1  In the event of services being terminated by you, it is made clear no refund will be given and all fees will still be payable.

8. Attendance and Lateness

8.1  It is made clear that time lost due to attending an appointment late will form part of the allotted treatment time and continue until the time the appointment was scheduled to end. No extension of time will be given.

8.2  It is made clear that patients that attend their appointment late may not be seen and their appointment rescheduled.

8.3  When a patient arrives less that ten (15) minutes late, the receptionist will mark them as ‘Arrived’ but advise them that they may have an extended wait as the clinician may be with another patient listed for treatment. In this situation, the patient may choose to:

• Wait until there is a suitable gap in the clinician’s diary to be seen (at the discretion of the clinician)
• Reschedule their appointment

8.4  A patient that arrives more than ten (15) minutes late have missed their appointment and will need to reschedule with the full appointment fee still payable. This is to prevent delays and ensure fairness for patients that have arrived on time.

8.5  You are required to be suitably attired and ready to start the appointment at the allotted time. Any time wasted in waiting for your readiness will form part of the allotted treatment time without extension of time.

8.6  If you request the appointment extends past the time it was scheduled to end, and we agree, we will charge you directly for the extension of time.

8.7  We reserve the right to refuse to rebook and discharge patients who repeatedly fail to comply with this policy. If the cost of your treatment is being covered by a workplace occupational health scheme or private health insurance, we are contractually obligated to inform them of this.

9. Length of Sessions

9.1 Your first appointment will last approximately 45 minutes and will include a comprehensive initial assessment of your condition. Treatment may also be provided, depending on the service you have selected.

9.2 Please note that treatment sessions are based on the clinical needs of your injury or condition, not on a fixed time allocation. While appointments are scheduled in 30-minute intervals, the actual duration of your session may be shorter, depending on the treatment required.

9.3  Each appointment will begin and end with a proportionate period of review, adjustments, and future planning.

9.4  You are requested to promptly vacate the treatment room after your allotted time has elapsed to allow us to prepare for the next appointment.

9.5  In the event that you request to continue beyond the scheduled end time, and we agree, we will charge you directly for the additional time in any event. The cost of any additional time is not covered by your insurance policy or workplace occupational health scheme, and you will be charged directly for any extension of time.

10. Non-Exclusivity

10.1 West Midlands Physiotherapy Limited operates a non-exclusivity policy. By accessing our private physiotherapy services, you agree that your care may be provided by any of our qualified physiotherapy clinicians.

10.2 We will endeavour to rebook you with the clinician you were previously seen by, subject to their availability and capacity; however, please note that this may not always be possible.

11. Declaration

By accessing our services, you confirm that you have read, understood, and agreed to the terms and conditions outlined above. You acknowledge that any questions you had have been addressed to your satisfaction, and that by proceeding with treatment, you agree to abide by these terms in full.