Platinum Practice Standard

At Physio & More we wish to provide you with the very best possible service. We will seek and value any feedback you offer about the service you receive. To this end our Platinum Practice Standard has been written for a number of areas of our practice. It sets out the minimum level of service you can expect from us though it is our aim to exceed expectation. If you have any comments to make about our service whether they are covered in the standard or not, the Directors will be pleased to hear from you.

Platinum Practice Standard:

1.    We will always treat you with courtesy and respect when you approach us whether in person, by phone or in writing.  Our staff will always behave professionally towards you.  Your well-being will be their first priority.

2.    We will respond to you promptly when you are in the clinic, answer the telephone swiftly, answer email within an hour and letters on day of receipt.

3.    We will listen carefully to your opinions.  If we are unclear about what you tell us, we will seek to clarify the detail without making assumptions.  We will always aim to offer you an appointment with the clinician whose skills best meet your needs.  If we are unable to meet your needs and help you recover, we will inform you and help you to find someone who can if you wish.

4.    We will never act on the basis of assumption, only factual information provided either by you, someone who refers you or which is the result of our clinicians assessment.

5.    We will offer choices, in so far as we can, regarding times of appointments and the clinician you see in our clinic or at home.

6.    We will be clear about your appointment time and duration.  With your consent we will send reminders of appointments by email and/or text message.

7.    Our policies relating to charges and cancellation will be particularly clear and made available to you.  You will know in advance the cost of each treatment session.  We will ask you to sign a copy of our policy related to appointment cancellation and give you a copy to take away for reference.

8.    While you are in our clinic, we will do our utmost to keep you safe and comfortable.  Our staff are available to you should you need them.

9.    We can, should you wish, provide you with a chaperone, if the clinician you consult is of the opposite gender.  If you are under sixteen and being treated by a clinician of the opposite gender, we politely request that a parent or guardian accompanies you to your appointment.

10.    Our clinicians will explain the treatment plan to you and ensure you understand it.  If you would like a written copy of the plan, it will be provided.  Our aim is not only to alleviate symptoms and pain but to bring about lasting, sustained improvement and prevention of reccurence.  We will make sure you have the knowledge to do this.

11.    Our clinicians will endeavour to keep you comfortable at all times during treatment.  Please be aware, however, that in the course of some treatments a degree of discomfort is unavoidable.

12.    When you raise a concern with a member of our staff, they will offer you a solution or refer the matter to someone else who can better provide a solution.  You will never be in any doubt about who is dealing with you or the issues you raise.