FREQUENTLY ASKED QUESTIONS

On this page you can read some of the most frequently asked questions about The Putney Clinic of Physical Therapy, our services and policies. If you have a question that is not covered on this page, please contact our reception team.

Home visits

Home visits for some of our services are available on request. For more information, please call us on 020 8789 3881 or send an email to info@putneyclinic.co.uk.

Disabled access

The Putney Clinic of Physical Therapy has full disabled access and a disabled toilet. There are two designated parking spaces for use by Disabled Badge holders. Please call us in advance for further information but note that they are available on a first come first served basis and cannot be booked in advance.

Children / Chaperones

Children under the age of 16 years having treatment are required to have a parent or guardian present with them at consultations. The Putney Clinic of Physical Therapy is a child friendly and safe environment. There is no crèche facility but young children are welcome. However, children must be supervised at all times. Our lifts accommodate prams and there are baby changing facilities in the building.

Vulnerable adults

Should a friend or relative of a vulnerable adult wish to accompany them to a consultation or treatment, they must first obtain the patient’s consent in order to be able to accompany them into the treatment room.

How to book an appointment

Online booking is available for Osteopathy, Physiotherapy, Massage and Acupuncture appointments at our clinic in Putney. You can also book in person at reception or by calling us on 020 8789 3881. Please note that appointments with Clive Lathey are currently unavailable to book online and should be made either in person at reception or by telephone.

Appointments for all our other services must be booked in person at reception or by telephone. Please note that you will receive either an email or text confirmation of any appointment booked. Only on receipt of such confirmations are appointments deemed to be guaranteed. Please also be aware that services with promotional discounts can only be booked in person at reception, by email or over the telephone.

Appointments at our Chelsea Osteopathy clinic

Online booking for appointments at our Chelsea Osteopathy Clinic is not available. If you would like to book an appointment, call us on 020 8789 3881 or send an email to info@putneyclinic.co.uk.

Payments

You are required to pay for the costs of any treatment on the day of your appointment. We accept cash and all major credit cards (excluding AMEX). We reserve the right to require credit card pre-authorisation or full pre-payment for appointments generally to protect against non-payment of treatment costs and cancellation charges.

Private medical insurance billing

The Putney Clinic of Physical Therapy offers a number of practitioners who are recognised by, and registered with, major health insurance companies. We are able to invoice pre-authorised treatment costs directly to AXA, BUPA, Vitality (Osteopathy only), Cigna, Aviva, WPA and HCML on behalf of Clients. However, in order to do so, we will require the full contact details of your health insurer, your membership number, a valid pre-authorisation number for the treatment concerned and details of the number of sessions pre-authorised ON or BEFORE the date of your appointment. If this is not available, we will require Clients to pay treatment costs themselves and will issue an appropriate receipt to allow them to pursue personally a claim for reimbursement with their insurer.

Some of our practitioners are also approved by other major health insurers but we would ask Clients to check with their insurer in advance that the relevant provider and cost will be covered. In these cases, we issue an appropriate receipt and ask the Client to seek re-imbursement from their insurer directly themselves.

Typically, initial consultation times through insurers are 45 minutes and follow-up sessions are 30 minutes except for Vitality (Osteopathy) where initial and follow-up consultation times are both 30 minutes.

We cannot be held responsible for any unpaid treatment costs that are rejected by your insurer.

Please speak to a member of our reception team if you would like any further details about how best to process your claim.

Private medical insurance policy excesses and package overruns

It is the Client’s responsibility to check the terms of their health insurance cover with their provider to ascertain the number of treatments authorised and any policy excess or cost-share arrangements that may exist. Any treatment cost incurred by the Client and not covered/paid for by the health insurer will be the liability of the Client and will be billed directly to them. You are therefore strongly advised to check the terms of your cover in advance of booking any appointment and to seek the relevant pre-authorisation from them.

The clinic reserves the right to require that Clients using health insurance cover for their treatments deposit the amount of their personal Excess or, if this is not known, £100 with the clinic on the day of their first appointment. This will be used towards any Excess the Client is liable for, under the terms of their specific health insurance policy. The Client remains liable for any Excess that is not collected in this way and any other treatment costs not recovered by the clinic from the insurer. The clinic reserves the right also to use the deposit, if still available, against any late cancellation charges incurred and not settled by the Client directly. Any unused Excess deposit will be returned to the Client on completion of treatment and associated billing.

Cancellations and missed appointments

We require 24 hours notice of cancellation or rearrangement of any appointments, otherwise a cancellation charge of 100% of the consultation fee will be applied to your account. You may call or e-mail us to cancel/rearrange your appointment. To avoid disputes, our booking system logs when calls and emails are received. Please note that late cancellation/missed appointment fees are not covered by medical insurance providers and therefore must be paid by the Client.

Clients who repeatedly miss or reschedule appointments and also do not pay missed or other appointment charges will regretfully be discharged from care.

Classes and workshops with Yoga Mama

We offer a selection of classes and workshops in conjunction with our colleagues at Yoga Mama. For terms and conditions about the services provided by Yoga Mama, click here.

Last updated

This Frequently Asked Questions page was last updated on 11 January 2024