Terms and Conditions

Veterinary Physiotherapy Clients

The physiotherapist will:

• Assess and treat once consent from your veterinary surgeon has been gained, in accordance with the Veterinary Surgeons Act of 1966. Unless the purpose of the session is for maintenance or routine check-up in which consent or referral from a Veterinary Surgeon is no longer required. However, your animal must still be registered with a veterinary practice.
• Undertake assessment prior to treatment.
• Explain physiotherapy assessment and treatment, detailing benefits and risks associated with treatment techniques.
• Likely provide a home exercise programme to be completed between sessions. You are not obliged to complete these. However, if not completed, progress in achieving desired outcomes may be slowed down. 

By confirming your appointment and accepting assessment and treatment by ACC Physiotherapy you are consenting to the terms and conditions outlined below for both current and future work. It is your responsibility to read through the terms and conditions.

Terms ‘client’ and ‘owner’ refers to the customer using the service, this may be the owner of the animal, or a guardian appointed to act as the owner and responsible person during Physiotherapy. If ACC physiotherapy acts for two or more customers jointly it is understood that it is authorised to act on instructions from either, both or any of them.

1. Veterinary physiotherapists are required to treat under veterinary referral in accordance with the Veterinary Surgeons Act 1966 and exemptions order 2015. Therefore, all clients MUST have a referral from their veterinarian before physiotherapy treatment. If your animal has not directly been referred to me by your veterinarian, I will need to contact your veterinarian to acquire a referral prior to your appointment. Unless the purpose of the session is for maintenance or routine check-up in which consent or referral from a Veterinary Surgeon is no longer required (as per new guidance RCVS, 2020). However, your animal must still be registered with a veterinary practice.

2. ACC Physiotherapy may refer an animal back to their veterinary surgeon for further investigation if deemed necessary at any stage.

3. CANCELLATION POLICY: 

• Cancellations must be made at least 24 hours prior to the appointment to avoid charges. The client will be liable to pay 50% of the physiotherapy treatment fee (including call out charge) if a cancellation is made under 24 hours prior to your appointment, or if the appointment is a "no show". However, in extenuating circumstances a charge may not be incurred, this will be decided on an individual case by case basis. 
• ACC Physiotherapy reserves the right to cancel/rearrange appointments without fee, however a replacement time and date will be provided. 

4. PRIVACY and CONFIDENTIALITY POLICY -: 

• ACC Physiotherapy complies with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. 
• All of the client's details are strictly bound by client confidentiality law within the Veterinary Surgeons Act 1966 and the CSP code of conduct.
• Any physiotherapy assessment and/or treatment of your animal may be discussed with a veterinary surgeon as required.
• Client, animal or case information will only be discussed, or information disclosed to a third party with express or implied consent from the owner.
• Clinical notes are considered the property of ACC Physiotherapy. Should a veterinarian or qualified professional request information, copies of relevant records will be provided upon request only after the consent of the client.

5. The right is reserved to refuse physiotherapy treatment if the animal requires veterinary treatment prior to physiotherapy, physiotherapy is not appropriate or if the animal is considered a danger to the physiotherapist. In these cases, the client will be liable to pay 50% of the total physiotherapy treatment fee (including call out charge). However, this will be discounted from a future appointment if one is made or appropriate. 

6. PAYMENT:

• Accepted forms of payment: bank transfer, cash or cheque.
• Payment to be received within 14 days of consultation.
• ACC Physiotherapy reserves the right to pursue any unpaid accounts in any manner deemed appropriate. This may include the use of a debt collection service or civil proceedings. Any costs incurred by the business in recovering unpaid accounts will be passed onto the respective client.
• For failure to comply with the payment terms ACC Physiotherapy reserves the right to withdraw service, verbal or written notice of this will be given.

7. INSURANCE CLAIMS: ACC Physiotherapy does not deal directly with insurance companies but requests payment from the customer, for the customer to then claim from the insurance company. ACC Physiotherapy will complete the necessary insurance claims forms for you to claim back through the insurance company if relevant. 

8. COMPLAINTS PROCEDURE: If, for any reason, you are unhappy about the services provided you should inform the physiotherapist of your concerns to see if the matter can be resolved informally. If the complaint cannot be resolved, it is within your right to submit a formal complaint. RAMP provides a neutral platform on which to submit a complaint, visit their website for further information on their complaint’s procedure.  

9. COVID-19:

• The client takes all responsibility to inform the Practitioner of any COVID symptoms prior to the session, irrespective of vaccination status. If COVID-19 positive you are required to cancel your appointment (at no charge) until you are testing negative. 
• When treatment is carried out outdoors no PPE is required by the therapist or client. However, when treatment is delivered in an indoor space the therapist reserves the right to wear PPE. 

Human Physiotherapy Clients

Terms and Conditions as per Highworth Physiotherapy Clinic.