Terms and Conditions

These terms and conditions explain how Rochelle Cowan Physiotherapy (trading under MBS Health Ltd) provides physiotherapy services to our clients.  Before you agree that we will provide these services to you, please read these conditions.  If you have any questions, please ask before booking an appointment with us.

1. Appointments/what to expect at your appointment

1.1 You will be seen by one of Our specialist physiotherapists throughout Your treatment.  We will aim to keep the same specialist physiotherapist throughout your treatment.

1.1.1 You will be examined and treated in line with the Rules of Professional Conduct and Core Standards of Physiotherapy and Health and Care Professions Council.

1.2 Your first appointment will take up to 60 minutes long.

1.3 During Your appointment, Your specialist physiotherapist will provide a full examination of Your needs, which may include asking You questions about Your symptoms, any treatment You have received, tests You have undergone so far, and more specific questions about Your bladder, bowel and sexual function.

1.3.1 These questions help Us to understand where problems may be coming from and help Us decide how to target Our treatment effectively.

1.3.2 Some topics are intimate and can be difficult to discuss.  If You would prefer not to talk about something, let Your specialist physiotherapist know.  We will do Our best to support You and to keep You safe should You be experiencing a challenging situation.

1.3.3 This may involve Us referring You to charities, other health professionals, the police or other supportive professionals should the need arise.

1.3.4 There may be a requirement to undress to be assessed in certain situations, in order to best carry out the treatment.

1.3.5 You may decline any treatment at any time without prejudice.  See the “consent” section below for further information.

1.4  At the end of Your first appointment You will have developed a programme of recommended action with Us to address Your needs and requirements.

         1.4.1 This may involve having more tests or further assessment or being referred to a further specialist medical professional for more help and will include how to begin Your physiotherapy.

1.5 After Your appointment, Your specialist physiotherapist will organise a follow up appointment with You.  This is likely to be a 30 or a 60 minute long appointment, depending on how much there is to discuss.  Between appointments You will have You personalised programme to implement, and We will ask You to feedback on how You are getting along.  You are not obliged to complete this programme but, if You do not, You progress in achieving the desired outcomes may be slowed down

2. Chaperone Policy

If you feel You would like a chaperone present at Your consultation, please email info@rochellecowan.co.uk and We will be more than happy to arrange this for You.

3. Outcomes/Quality of Physiotherapy

3.1 We shall seek to enable You to achieve Your desired outcomes.  We cannot guarantee specific results, however We will always advise You in Your best interests, with the information You have provided and using Our clinical expertise to make suitable treatment recommendations.  Recommendations will be made using Our evidence-informed practice.

3.2  You have sole responsibility for acting on any recommendations or advice that We may give You.  We have no liability for any loss incurred by You, whether financial or otherwise, following Our provision of the Services, nor for any perceived failure by You, whether justified or otherwise, to achieve Your desired outcomes or goals.

3.3 We will provide the services using reasonable care and skill.  Some conditions may take longer than others to treat and We will regularly reassess Your treatment plan.

3.4 We make every effort to help You to fully understand Your diagnosis, the recommended procedures, and any treatment that may be involved.

3.5 We welcome any queries on anything that You may be uncertain of, or if You simply require more information.

4. Early Termination

4.1 We may stop a session at any time and not continue if it We consider that You are not following Our reasonable instructions.  If this happens, You will still be liable (at Our discretion) to pay the fee for that session.

4.2 Aggressive, abusive or inappropriate behavior will not be tolerated and will be reported to the Police.

5. Consent

5.1 We require that you make Us aware of any factors that could affect Your treatment or diagnosis.  You are also required to provide informed consent to Your appointment and further treatment.  You are also expected to respect the physiotherapist during the treatment sessions.

5.2    Intimate examination is a normal part of specialist pelvic health physiotherapy practice.  During your physiotherapy sessions, You may be advised to undergo a physical examination of the pelvic region to evaluate any issues associated with Your pelvic health and functioning.  During a physical examination by the practitioner We will be assessing your tissue, muscle function, tone and strength, nerve supply.

         5.2.1 Purpose of examination: the person of the pelvic examination is to evaluate the health and functioning of the pelvic floor muscles, identify any abnormalities or concerts and provide appropriate medical care or treatment recommendations.

5.2.2 Description of Examination: during the examination the healthcare provider will:

         Begin by explaining each step of the examination process

         You will go behind the curtain and You will be asked to undress from the waist down and lie on the examination table, and cover Yourself with the towel/sheet provided.  You will then inform the healthcare provider when you are ready for Her to enter

         The healthcare provider will then enter and sit down next to you

         She will then perform a digital pelvic examination by inserting gloved fingers into the vagina to assess the size, shape and position of the pelvic organs, as well as to check for any tenderness or abnormalities.  She will also assess the muscles of the pelvic floor for strength, tone, weakness and pain.

Benefits of Examination:

Intimate examination is a normal part of specialist pelvic health physiotherapy practice. The pelvic examination allows for the diagnosis of the problem and will facilitate the treatment which may improve outcomes.

Risks and Discomforts:

While pelvic examinations are generally safe, there may be some discomfort or mild pain associated with the insertion of the speculum or the digital examination. Rarely, pelvic examinations may cause minor bleeding or irritation of the vaginal or cervical tissues.

Consent will be obtained before and throughout the assessment

6. Confidentiality

6.1 We shall treat all personal information supplied by You as confidential.  We shall not disclose such information to any third party without Your prior permission, except where required by law or where it might be necessary to protect You or someone else.

6.2  If You GP or consultant requires information from Us to make clinical decisions about Your care, only information related to conditions discussed in your appointments will be released.

7. Costs and Payment

7.1 As We have a significant waiting list, appointments must be paid for at the time of booking, to ensure no appointment slots are lost.

7.2 Costs are as follows:

7.2.1 £120 for a 60 minute new appointment/or 60 minute follow up appointment

7.2.2 £85 for 45 minute follow up

7.2.3 £75 for 20 minute follow up

7.3 Telephone conversations over 15 minutes will be charged and are based on the above standard therapy costs.  Administration charges are billed at £25.00 per hour for letters and reports.  Payments will be requested via online link once the letter or report has been written.

7.4  Prices for Our services may change at any time.  Such changes will not affect existing orders.

7.5  We accept some private insurance.  You will be expected to pay for the service, and then reimbursed by Your healthcare provider.

7.6 Further treatment may not be undertaken with an overdue account.

8. Late appointments/Termination/Cancellation/Withdrawal

8.1  A legally binding contract will be in place between You and Us when We have accepted, and You have made Your appointment.

         8.1.1 You are free to withdraw from Your appointment at any time without stating a reason, provided that 24 hours notice is given for any booked appointments.

         8.1.2 Appointments canceled more than 24 hours ahead of the appointment will be fully refunded

         8.1.2 Failure to provide 24 hours notice of a cancellation for any reason will incur a cancellation charge, which is the full cost of the consolation at Our clinic.  This is because with less than 24 hours notice We are unlikely to fill that appointment slot again.  Reminder emails are also sent as a courtesy to prevent this.

8.2 If you are more than 15 minutes late for Your appointment, You will be fully charged, and it will be at the discretion of Your physiotherapist if they can still see you.

8.3  On specific occasions, We may have to cancel a scheduled appointment.  This may occur, for example if a staff member is off sick or unable to work.  If Your therapist is unable to carry out Your appointment, You will be notified and asked whether You would prefer to keep the appointment and see another one of Our physiotherapists, or to wait for You specialist to return.  If We have to cancel a scheduled appointment, We will book You another appointment as soon as reasonably possible.  No charge will be to You for the session canceled by Us.

8.4 We reserve the right to terminate Our services at any time.

8.5 We reserve the right to amend these Conditions from time to time, however the terms which apply to You are those in force at the time You book Your appointment.

9. Referrals

When further treatment or tests are required, We may refer You onto another health professional or third party via a referral letter.  It is then your responsibility to arrange an appointment with these third parties.  Once under their care You will be bound by their terms and conditions, and We undertake no liability with respect to that third party.

10. Insurance

10.1 We hold the appropriate professional indemnity insurance, and Our physiotherapists are regulated by the Health and CAre Professions Council and are members of the Chartered Society of Physiotherapy.

10.2 All treating physiotherapists will have the appropriate Disclosure and Barring Service (DBS) Checks.

11. Limitation on Our Liability to You

11.1 If We breach these terms or are negligent, We are liable to You for foreseeable loss or damage that You suffer as a result.  By ‘foreseeable’ We mean that, at the time the contract was made, it was either clear that such loss or damage would occur, or You and We both knew that it might reasonably occur, as a result of something We did (or failed to do).

11.2  We are not liable to You for any loss or damage that was not foreseeable, any loss or damage nor caused by Our breach or negligence, or any business loss or damage.

11.3  Nothing in these terms excludes or limits Our liability for any death or personal injury caused by Our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow Us to exclude or limit.

11.4  If You breach these terms and We take no action, We will still be entitled to use Our rights and remedies in any situation where You breach these terms.

12. Indemnity

You agree that You will indemnify Us against any and all loss or damage suffered, including any legal fees or costs, as a result of any breach of this agreement by You.

13 Variation

We may change any of these Conditions, including Our costs, from time to time and in Our sole discretion.

14. Severance 

If a Court or any other competent authority finds that any provision of this contract (or any part of any provision) is invalid, illegal or unenforceable, that provision or part provision shall, to the extent required, be deemed deleted and validity and enforceability of the other provisions of the contract will be be affected.

15. Events outside Our control

We will not be liable to You as a result of any delay or failure to perform Our obligations under this contract as a result of any even beyond Our reasonable control.

16. No Third- Party Rights

No one other than Us or You has any right to enforce any of these terms.

17. Data Protection

17.1 Our Privacy Policy is available at www.rochellecowan.co.uk

17.2 Your privacy and personal information are important to Us.  Any personal information that You provide to Us will be dealt with in line with Our Privacy Policy, which explains what personal information We collect from You, how and why We collect, store, use and share such information, Your rights in relation to You personal information and how to contact Us and supervisory authorities if You have a query or complaint about the use of You personal information.

18. Disputes and Governing Law

If You are unhappy with the services We have provided, We hope that You will discuss any problems or issues with the physiotherapist who treated You first.  If that does not resolve matters to Your satisfaction, the matter will be referred to one of Our company directors who will handle the complaint.  This agreement is governed and construed by English law and the parties submit to jurisdiction of the Courts of England and Wales.

19. How to contact Us

You can contact Us by emailing info@rochellecowan.co.uk  If you are an existing patient, please put Your specialist physiotherapist’s name in the Title.

Rochelle Cowan Physiotherapy (Company name: MBS Health LTD)

45 Leeside Crescent

NW11 0HA

March 20th 2024