Your Appointment
First appointments last up to 1 hour.
Follow up appointments last 30 minutes.
During the appointment there is time devoted to taking notes about you, your health and your condition and in the case of a follow-up, how it has progressed since the last treatment. Movement assessments may need to be made at each appointment to objectively chart progress.
The “hands on” treatment part of the appointment may take up to 20-30 mins.
Some appointments may be longer if your practitioner feels that this is necessary and it will be discussed on a case by case basis.
Changing or Cancelling your appointment
Changing or cancelling your appointment requires 24 hours notice or the full fee will charged. Please text or call: 07757 770186.
Running late
We endeavour to keep strictly to appointment times. Your time is valuable and we do not wish to keep you waiting. Occasionally a new patient or a combination of conditions can make an appointment more complicated. This may mean that you do not receive as much ‘hands on’ treatment as we would like to deliver as to overrun will affect the clients after you. However, having a clear understanding of your health and your particular case is vital for an effective treatment plan going forwards.
If you happen to arrive late, it is unlikely that we can over run to add that time on as it would not be fair on the next client. If you know you are going to be late then please let us know.
Payment
You can make payment at your appointment by cash, cheque, bank transfer, PING IT or PAYM.
If you wish to claim on insurance, we are registered with most insurance providers, so please contact us before your appointment. In most cases you will need to contact your insurer and then provide us with your membership details and your claim reference which will be required to process payment on your behalf.
Courtesy Reminders
You may receive a text reminder of your appointment. You can choose to stop this at any time by letting us know.
This is a courtesy service. It remains your responsibility to remember your appointment and failure to attend (or change or cancel with 24 hours notice) will incur the full fee.
Customer Satisfaction and Complaints
You may receive a customer satisfaction survey once treatment is completed. We hope that you will take the time to complete this and let us know what we do well and where we can improve.
If you are unhappy about any aspect of our services during your treatment then please let us know.
You can call us:
Hannah Del Ponte – 07757 770186
You can write to us at our correspondence address:
The OsteoHub Customer Care, 18 Phillipers, Garston, WD25 9SP
You can email us:
info@osteohub.co.uk
If we are unable to resolve the issue to your satisfaction you can take up your complaint with the General Osteopathic Council. This is done via an online form which can be found here: https://www.osteopathy.org.uk/forms/concerns-enquiry-form/
