Open: Mon – Fri – 8am – 6pm | Sat – 8am – 1pm

Client Charter

At Physiologic, our clients are at the centre of our business. It is important to us that we listen to you at all stages of the treatment process so that we can provide advice, treatment and care that is tailored to your individual needs.

Our client charter describes what you can expect from us, what you can do to help us give you the best physiotherapy service and the channels that you can use to let us know about your experience – what we’ve done well as well as anything that could be improved. Our client testimonials demonstrate that we thrive on going the extra mile for our clients across all of the services that we provide.

Our commitment to you:

  • We will provide you with the highest possible quality of service
  • We will listen to and work with you at all stages of the treatment process to ensure that you get advice, treatment and care that is available and tailored to you and your circumstances
  • If for any reason we are not able to provide you with advice or offer treatment that is suitable for your circumstances then we will signpost you to an alternative service

What you can expect from us:

  • Our knowledgeable and friendly staff will provide a high quality, patient centred service with a strong commitment to confidentiality
  • We care and will listen to you with empathy and respect at all stages of the treatment process
  • We invest in Continuous Professional Development so that all of our practitioners are continually developing their knowledge and skills and work in-line with the latest research in their field
  • We will explain each step of the treatment process thoroughly, avoiding the use of jargon and we will give you the opportunity to ask any questions or voice any concerns that you have
  • We will not proceed with any treatment until we have formally received your informed consent through the signed consent form
  • We always work with your best interests in mind – we will record your medical history at your initial consultation appointment and we will not recommend any treatment that would be unsafe or unsuitable for the problem that you have presented with
  • We will listen to your feedback from all channels and act upon it appropriately, including a thorough investigation of any complaints
  • Where a response is needed, we will respond to your calls and emails within 3 working days but we will return urgent calls within 24 hours

How you can help us:

To help us to provide and maintain an excellent level of service, we would appreciate if you could:

  • Keep us informed of any changes in your circumstances
  • Ensure that we have up to date contact details for you and let us know if you have a preferred method of communication
  • Provide us with accurate and up to date information regarding your medical history or any other information that could be relevant to your treatment
  • Follow advice related to your treatment from your practitioner at all stages of treatment. Contact your practitioner for advice if you experience any problems associated with your treatment, outside of your appointment
  • Be polite and courteous towards all members of staff
  • Where possible, be on-time to your appointment and inform us as soon as possible if you’re delayed
  • Use the contact form on the website to contact our team with any questions, problems, complaints or feedback and we will respond as soon as possible.

Accreditations

Chartered Society of Physiotherapy
General Osteopathic Council
Health & Care Professions Council