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 has not been answered, please contact our reception team.
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. All of our practitioners are CRB checked. 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.
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. 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. Online booking is not available for our Chelsea Osteopathy Clinic at present. Please also be aware services with promotional discounts cannot be booked online. Call us on 020 8789 3881 to book.
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). Patients using our Chelsea facility may be contacted so that prepayment can be sought for any treatment cost in advance of appointments. We reserve the right to require credit card pre-authorisation or full prepayment 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 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 a number of 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 reimbursement 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 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. All clients using health insurance cover for their treatments will be required to 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.
We require 24hrs notice of cancellation or rearrangement of any appointments, otherwise a cancellation charge of 100% of the consultation charge will be applied to your account. This will reduce to 50% if the charge is settled within 14 days of the invoice date. 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. People who repeatedly miss or reschedule appointments and also do not pay missed or other appointment charges will regretfully be discharged from care.
LAST UPDATED: 31ST JANUARY 2019