Physiotherapy Terms and Conditions
Patient Terms & Conditions
These terms and conditions outline the agreement between Em Thomson Physiotherapy and patients receiving physiotherapy services. They ensure compliance with professional and regulatory requirements, including the Health and Care Professions Council (HCPC) Standards of Conduct, Performance and Ethics, as well as relevant guidance from the Chartered Society of Physiotherapy (CSP). These terms apply to all patients receiving treatment from Em Thomson Physiotherapy.
Definitions
"Clinic" or "Physiotherapist" refers to Em Thomson Physiotherapy and Emily Thomson as a physiotherapist.
"Patient" refers to any individual receiving physiotherapy services at the clinic.
"Services" refers to physiotherapy treatments and related healthcare services provided by the clinic.
Appointments and Cancellations
Appointments must be booked in advance and are subject to availability.
Patients are required to provide a minimum of 24 hours’ notice for cancellations or rescheduling.
Late cancellations or non-attendance without notice may incur a charge of the original fee of the appointment.
The clinic reserves the right to refuse further bookings if repeated missed appointments occur.
Emergency cancellations due to illness or unforeseen circumstances may be considered on a case-by-case basis.
Consultation and treatment will be on a one-to-one basis, unless prior arrangements have been made. This may include in a chosen home setting.
If a patient is late by more than 15 minutes for their appointment it will be at the physiotherapist’s discretion whether they can be treated or not. If the decision is made that they cannot be treated, the full cancellation charge will be applied. Unfortunately, a session starting late due to patient lateness may not be automatically extended beyond the original time slot, due to other work commitments.
Payment Terms
Payment is required at the time of treatment unless an alternative arrangement has been agreed in advance.
Accepted payment methods include: debit/credit card, paypal and online transfer.
Patients claiming through insurance remain responsible for any outstanding balance not covered by their policy.
Fees are subject to periodic review, and any changes will be communicated in advance.
Medical Information and Consent
Patients must provide accurate and complete medical history before treatment commences.
Informed consent will be obtained before any physiotherapy intervention. Patients have the right to withdraw consent at any time.
The clinic may refuse treatment if it is deemed clinically inappropriate or if medical information is incomplete.
Patients should inform the physiotherapist of any changes to their health condition that may affect treatment.
Chaperones
The clinic doesn’t provide an in-house chaperone service. If a patient would like someone with them, they may bring an adult support person if this has been agreed with the clinic of this prior to attendance.
If a patient prefers to be seen where a chaperone is provided, they must tell the clinic and the clinic can help them rebook or refer elsewhere.
For patients under 18, a parent/guardian must attend.
Confidentiality and Data Protection
Patient information is handled in compliance with UK GDPR and the Data Protection Act 2018.
Medical records are stored securely and kept confidential, accessible only to authorised personnel.
Information may be shared with other healthcare providers with patient consent when necessary for clinical care.
Patients have the right to request access to their records in writing.
The clinic is registered with the Information Commissioner’s Office (ICO) where required.
Click here for full Em Thomson Physiotherapy full GDPR Privacy Notice.
Health and Safety
The clinic adheres to all relevant health and safety regulations to ensure a safe treatment environment.
Patients must follow any safety instructions provided by staff.
Any infectious conditions must be disclosed before attending appointments to prevent risks to the physiotherapist and other patients.
Professional Liability and Patient Safety
The clinic maintains professional indemnity and public liability insurance as required by the HCPC and CSP.
Patients are responsible for following prescribed treatment plans to optimise recovery outcomes.
By attending treatment with the physiotherapist patients acknowledge the following:
There are inherent risks in physiotherapy, exercise and manual techniques including discomfort, soreness, bruising, or aggravation of symptoms.
Outcomes from treatment cannot be guaranteed.
Success in treatment depends on individual factors and consistent adherence to advice.
The clinic accepts no liability for injury, loss, or damage arising from the following:
Misleading or incomplete information supplied by the patient (or chaperone where relevant).
Failure to follow advice, including rehabilitation exercises.
Any exercises or equipment use outside of the clinic.
Any loss or damage to personal property during appointments.
If a patient experience pain, dizziness, or illness during any activity, they must stop immediately and inform their clinician.
Complaints Procedure
Patients wishing to raise concerns should submit their complaint in writing to physio@emthomsonyoga.com
Complaints will be acknowledged within 3 working days and a formal response provided within 10 working days (or a timeframe agreed with the patient if further investigation is required).
If a resolution cannot be reached, patients may escalate their complaint to the relevant regulatory bodies for Physiotherapy, which is the HCPC.
Service Modifications
The clinic reserves the right to make changes to services, policies, or pricing structures where necessary.
Patients will be given reasonable notice of any significant modifications.
Continued use of services following changes constitutes acceptance of the updated terms.
Termination of Services and Patient Conduct
Either party may terminate services with reasonable notice.
Patients are expected to treat the physiotherapist and other patients respectfully. Abusive, aggressive, discriminatory or inappropriate behaviour will not be tolerated and may result in immediate termination of care without refund.
The clinic also reserves the right to discontinue treatment if:
Payment obligations are not met.
Clinical requirements cannot be met safely or effectively.
Governing Law
These terms are governed by the laws of England and Wales and are subject to the jurisdiction of the English courts.
Last Updated: 20th May 2026
Contact Information: Em Thomson Physiotherapy
HCPC registration number PH145287