Clinic Policies
The Boring Stuff – Clinic Policies
Booking, Cancellation & Late Arrival Policy
At The Chiropractic Studio we are passionate about improving your health and well-being; but we’re also a business with bills to pay and overheads to cover whether you attend your sessions or not. Therefore, our cancellation policy is simple and clear:
- 24-Hour Notice: Should you need to cancel or rearrange an appointment, please provide us with a minimum of 24hrs notice.
- Failure to attend or cancellations received with less than 24hrs notice will incur the full appointment fee —regardless of the reason.
- Initial Consultation For New Patients: All new patients are required to undergo a ‘My Chiropractic Studio Initial Consultation’.
- Late Arrival: If you arrive late, we will do our best to extend your appointment within the constraints of our schedule, but this may not always be possible.
If you are more than 15 minutes late, we will need to reschedule your appointment to ensure the best care for all our patients.
Please contact us to arrange a new appointment time at your earliest convenience.
Please also refer to our Payments & Refunds Policy for further details.
Understanding Our Policy
We approach healthcare with kindness and compassion; therefore, this decision is particularly uncomfortable for us as it feels anything but. However, it is a very hard commercial decision we have had to accept in order keep our small business sustainable and successful. We thank you for your understanding and support in this matter.
The Chiropractic Studio 15-Minute Pledge
Your time is precious, and we respect that. Therefore, in the unlikely event that we are delayed by over 15 minutes from your scheduled appointment time, the service is on us. No fuss, no paperwork— absolutely free!
Please note that this applies to your scheduled appointment time only. If you choose to arrive early for your appointment, we will do you best to see you as swiftly as possible, but this does not mean that we guarantee to see you within 15 minutes of your arrival.
Payments & Refunds Policy
Payment Methods
We welcome payments via cash, card, or direct debit.
Payment for all sessions, except when covered by a pre-payment plan, is due on or before the conclusion of each appointment.
Pre-payment plans necessitate an upfront deposit, followed by direct debit payments on or around the 1st of each month.
Pre-Payment Plan Details
Pre-payment plans are exclusively for existing patients who qualify for our treatments after completion of a ‘My Chiropractic Studio Initial Consultation’ or reassessment.
Appointments under these plans must be scheduled within 12 months from the start of the plan.
These plans are strictly non-transferable and cannot be combined with other offers.
Treatment availability is contingent upon meeting our Clinical Care Reasoning Policy and appointment availability.
Prepayment Plan Refund Clause
If you opt for a prepayment plan concurrently with a ‘My Chiropractic Studio Initial Consultation’, a ‘My Chiropractic Studio Healthcare Programme’ session, or a reassessment, but it turns out that our Clinical Care Reasoning Policy criteria are no longer fulfilled, we will issue a refund for the prepayment plan in line with our Refund Policy.
Direct Debit Arrangements
Payments via direct debit and are covered by the standard direct debit guarantee and are taken in line with the selected prepayment plan. Payments are taken in advance of sessions redeemed. All direct debit payments are processed by Stripe, Inc. on or around the 1st of each month.
You can cancel your direct debit at any time; however, this will end any pre-payment discounts, and standard rates will apply for future appointments.
Prepayment Plan Dispute Resolution
Should there be any disagreement regarding the number of remaining pre-payment sessions, standard follow-up appointment rates will apply, and any necessary reimbursement adjustments made upon review of the direct debit mandate payment history.
Refund Procedures
- Refund requests should be directed in writing to the Clinical Director Sally Bannerman sally@thechiropracticstudio.health.
- Full refunds are issued for cancellations within 28 days of purchase, barring the 24-hour window before an appointment – please see our Booking & Cancellation Policy for further details.
- Refunds beyond 28 days are subject to the discretion of The Chiropractic Studio and are charged at a full non – discounted price. Refunds do not cover completed treatment sessions.
- A £20 administrative fee may apply for refund requests made over 28 days post-purchase.
Our Commitments
Punctuality Promise: If we delay your appointment by over 15 minutes, there will be no charge.
Price Change Promise: Any credits you have accrued under a pre-payment plan will be honoured without additional charges, even if our prices increase.
Please also refer to our Booking & Cancellation Policy for further details.
Private Healthcare Claims Policy
Please be aware that The Chiropractic Studio does not deal directly with insurance providers. Therefore, if you plan to claim from your insurer for treatment received at The Chiropractic Studio, we strongly advise checking your policy details with them before treatment commences. We do provide detailed invoices for all services rendered, which you can submit to your insurer for reimbursement as per their policies.
Kindly note that payment for treatments is required either before or on the day of your appointment. Thank you for your understanding and cooperation.
Reassessment Policy For Returning Patients
For Patients Returning Within 12 Months Of Last Visit
Returning patients who have not been seen at The Chiropractic Studio for six months to a year, or those presenting a new health issue, will require a reassessment. This crucial step allows us to comprehensively review your present health concerns and continue providing you with care that is both safe and appropriate. Reassessments are concise adaptations of our ‘My Chiropractic Studio Initial Consultation’ and are available at a discounted rate. For pricing details, please refer to our Fees Page.
Beyond 12 Months Since Last Visit
Patients returning after a year or more will experience considerable changes in their health status – after all a lot can happen in a year! In these situations, we require a complete ‘My Chiropractic Studio Initial Consultation’ followed by a ‘My Chiropractic Studio Healthcare Programme’ session. This ensures that we have an up-to-date understanding of your health needs and that our care remains well-suited and appropriate for your current situation.
Complaints Feedback And Resolution Policy
Initial Contact
Should you have any issues with the services received at The Chiropractic Studio, we invite you to first discuss them with our Clinical Director, Sally Bannerman. She is available for contact via phone at 07944808674 or through email at sally@thechiropracticstudio.health.
Further Steps
If you feel that your concerns have not been adequately addressed, we encourage you to escalate them to the McTimoney Chiropractic Association. They will assist you with additional advice, including your right to contact the General Chiropractic Council. The McTimoney Chiropractic Association can be contacted by phone at 01491 739120 or via email at admin@mctimoney-chiropractic.org.
Clinical Care Decision Making Policy
At The Chiropractic Studio, we continuously evaluate the alignment of our treatments with each patient’s best interests as a fundamental aspect of their healthcare programme. Our clinical decisions are grounded in evidence-based reasoning, individual health circumstances, and patient preferences, ensuring that our care meets high-quality standards and regulatory compliance.
If we believe at any point that our services are not in your best interests, or that you may require further health services beyond our scope of practice we commit to communicating that to you in a clear, timely and transparent manner. We will provide a clear rationale if we deem any treatment to be inappropriate, and with your consent, will, if necessary, facilitate a referral to an alternative healthcare provider.
Please note that in these situations, we reserve the right to charge for consultation and assessment services. For information on how this may affect prepayment plans, kindly consult our Payments & Refunds Policy.
Open Information Policy
We are committed to providing you with comprehensive information to enable you to make informed decisions regarding your healthcare. We encourage our patients to actively participate in understanding the treatment that they receive and the consent they provide in order to allow us to care for them.
Talking about things like your healthcare programme and your treatment progression, potential risks and alternative options we do as standard. However, if you find yourself uncertain, or in need of a refresher, just let us know. We are more than willing to revisit any topic as often as you wish. We want to ensure you are fully informed and comfortable with your treatment journey.
So, if at any point you would like further information or clarification to aid your decision-making process, please do not hesitate to ask. We love answering questions about what we do – no matter how trivial they may seem – there is no such thing as a daft question!
Dress Code & Privacy Guidelines:
General Attire
While it’s typically not necessary for patients to undress at The Chiropractic Studio, we do request that you remove bulky items of dress such as jackets, shoes, and belts. We suggest donning flexible attire such as leggings, shorts, or T-shirts to ensure comfort and ease of movement during your visit.
Special Circumstance
From time to time, specific circumstances may require you to remove additional items of clothing for proper examination or treatment – particularly during your initial consultation. In such cases, we’ll always explain the reasons behind the request and prioritise your comfort and modesty. For optimal treatment access we offer short-sleeved surgical-style gowns with convenient Velcro fastenings at the back. Larger treatment areas are covered and kept warm with towels.
Changing Privacy
Rest assured; you’ll never be asked or expected to undress completely. We simply ask that you choose suitable underwear before your appointments. If we do request partial disrobing (excluding bulky items and shoes), your clinician will step out to give you privacy. They’ll knock before re-entering the room. Additionally, we have robes available for quick exits during emergencies like fire alarms.
Chaperone & Linguistic Support Policy
Chaperone Policy
At The Chiropractic Studio, our priority is to maintain a respectful, secure, and comfortable setting for each of our patients. As part of our support to this commitment, we acknowledge and welcome the value of having a trusted individual accompany you during your visit whether it be a relative, friend, or caregiver. For our records, we’ll note the essential information of your chaperone, such as their name and their connection to you.
Chaperones serve to offer comfort and assurance throughout your appointment. They are not, except under specific circumstances, involved in decision-making or able to provide consent on your behalf. Our care is and always will be focused on the patient, with or without the presence of a chaperone.
You are entitled to decline the presence of a chaperone or ask them to leave at any stage of your consultation. There may be instances, due to health or safety concerns, where we might have to ask chaperones to step out.
In clinical situations involving sensitive or intimate areas we will mandate that you bring a chaperone with you. This is in order to uphold our respect for patient privacy and dignity as well as our own professional integrity and standards.
We encourage an open dialogue regarding our chaperone policy and welcome any feedback or suggestions you might have to enhance our service.
Linguistic Assistance Policy
The Chiropractic Studio is committed to clear communication and informed consent. This policy details our stance on language support and interpretation.
Understanding all aspects of care, including questions, the consent process, and associated documentation, is essential. If a patient’s command of English is insufficient for such understanding, we require an interpreter or translator to facilitate communication.
Regrettably, The Chiropractic Studio does not offer in-house interpretation services. However, we can suggest external professional interpretation services if required. Any fees incurred by engaging such services remain with the patient. It is the patient’s responsibility to secure an interpreter if required.
If a patient declines to use an interpreter, or if the interpreter cannot effectively facilitate communication between the patient and practitioner, we may need to discontinue our services to maintain patient safety and our professional standards.
Interpreters should be capable of translating medical terminology and understanding confidentiality and consent requirements. Interpreters should also be of a suitable age and maturity to ensure adequate communication. Therefore, we are unable to accept interpreters under the age of 18yrs. Patients must ensure their interpreter is present for the duration of all appointments where language assistance is needed. The Chiropractic Studio is not liable for miscommunications due to the absence or inadequacy of the interpreter.
Patients are required to provide the name and contact information of their interpreter for our records and the use of the interpreter will be documented in the patient’s medical record.
Non-adherence to this policy could lead to the rescheduling or cancellation of appointments until proper language support is arranged.
By adhering to this policy, The Chiropractic Studio ensures that all patients receive equitable care, and that informed consent is properly obtained and documented.
The Chiropractic Studio’s Charter For Inclusivity, Diversity & Equality
At The Chiropractic Studio, we consider it a great privilege to have the opportunity to contribute to the health and wellbeing of our community, embracing every individual’s unique characteristics and right to individual expression. We are therefore committed to upholding the following tenants:
Inclusive Environment: We strive to cultivate a space where dignity is respected, diversity is celebrated, and all individuals are valued, and supported.
Equal Opportunities: Our mission is to ensure equitable opportunities for our staff and patients alike, providing consistent, fair treatment and the highest standard of care.
Continuous Improvement: We actively pursue improvements in our practices to further enhance and promote equality, diversity, and inclusion within our community.
Safe and Welcoming Space: Our studio is a safe haven where everyone can seek care free from discrimination or prejudice.
We firmly believe that adherence to these principles is vital for the well-being of our patients and the efficacy of our treatments. As such, we maintain a zero-tolerance policy towards inequality, discrimination, victimisation, bullying or harassment.
Your feedback is invaluable to us. If you believe there are areas where we can enhance our services, we welcome your input please don’t hesitate to email any suggestions to: heelo@thechiropracticstudio.health. We are always eager to improve and will do whatever we can, wherever we can to ensure we elevate the quality of our services for all.
Clinical Confidentiality, Data Processing & Privacy Policy
About the information the Clinic holds on you
What we need
The Chiropractic Studio is what is known as the ‘Controller’ of the personal information you provide to the Clinic. We collect personal data about you including contact details, information about your health and medical history, as well as your lifestyle. We keep records of your appointments and add information about your treatment to your individual file.
Why we need it
We need to know your contact details in order to contact you about appointments, to let you know of anything we are legally bound to send you and to provide you with information about your treatment and rehabilitation. We ask you for information about your health, medical history and lifestyle in order to diagnose your problem(s) and devise a treatment plan that is individual to you and your needs. We keep records of your treatment to check the effectiveness of your care and to keep your plan of care under review.
What we do with it
All the personal data we hold about you is kept on the Clinic’s computer systems in the UK or using services that we have assessed as providing a high standard of security. No-one else has access to your personal data unless the law allows them to do so. If we need to inform other health professionals about your condition and treatment, such as your GP, we will only do so with your permission.
The Chiropractic Studio will not send you any communications unless you have given written permission. If you have provided us with permission, we will only communicate with you regarding appointments and clinic updates/marketing emails. We will not use your data to contact you for any other purposes and will not sell or share your contact details with any other organisations. Furthermore, we will only contact you via the communication methods you have given us permission to use.
We have reviewed the security of our systems and our data protection practices to ensure that we are operating within the requirements of the General Data Protection Regulation.
How long we keep it
We are required by the General Chiropractic Council (GCC) to keep records of treatment for 8 years. So we will keep your individual file for eight years after your last treatment with us. In the case of children, we are required to keep their records until they are twenty-five years old.
Please note that we don’t keep information about the credit or debit cards you use to make payments, as these are held only by the payment service we use.
What are your rights?
If at any point you believe the information we have about you is incorrect you can request to see this information and have it corrected. You have a right to ask for information to be deleted, but as the Clinic is required under GCC regulations to keep information about the treatment we have provided, we might not be able to do this. If you wish to raise a complaint about how we have handled your personal data, please contact the Clinic in the first instance.
If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can complain to the Information Commissioner’s Office (ICO). See ww.ico.org.uk/concerns
Sally Bannerman Chiropractor & Clinic Director
Place Eight Wellness, Dodley Hill Barns,
Station Road, Swanbourne,
Buckinghamshire. MK17 0SR
Tel: 07944808674. Email: sally@thechiropracticstudio.health
The Chiropractic Studio By Sally Bannerman Medical Disclaimer
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Date of Last Update: July 2024
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