TERMS, CONDITIONS AND PRIVACY POLICY

Jen Stroud Physiotherapy – Terms and Conditions

We want to make sure you feel informed, respected, and confident when you book with us. Please take a few minutes to read through these user-friendly terms and conditions.

Cancellations & Deposits

❗ Cancellation Policy

If you need to cancel or reschedule, we kindly ask for at least 24 hours’ notice.
- Less than 24 hours’ notice? The full cost of your session will be charged.
- Pessary appointments: Please give 5 working days' notice to avoid losing your deposit.

💳 Deposits

- Pessary fittings require a non-refundable £90 deposit to secure your appointment.
- You may reschedule with at least 5 working days’ notice without losing your deposit.

🏃‍♀️ Musculoskeletal (MSK) and at Home Physiotherapy

Musculoskeletal assessments involve questions about your condition, lifestyle, and physical exam.
- Some discomfort may occur during the session, especially if we need to reproduce symptoms for diagnosis
- Short-term soreness is common for up to 24–48 hours afterward
We encourage open communication—please let us know if you're uncomfortable at any time.

🤱 Pelvic Health & Mummy MOT

Pelvic health assessments may include a vaginal examination (for issues such as incontinence, prolapse, pelvic pain, or pelvic floor dysfunction).
- You are welcome to decline any part of the exam—it’s always your choice.
If you have any worries about the assessment process, please talk to your physiotherapist. We're here to help you feel safe and supported.

Pricing Overview

🧍 General Physiotherapy (in clinic)

- Initial appointment (up to 60 mins): £65
- Follow-up (up to 45 mins): £55
- Follow-up (up to 60 mins): £65

🧘‍♀️ Women’s Health Physiotherapy

- Initial appointment (up to 90 mins): £90
- Follow-up (up to 60 mins): £70
- Follow-up (up to 45 mins): £60

✂️ Scar Therapy

- Initial appointment (up to 60 mins): £70
- Follow-up (up to 45 mins): £60
- Follow-up (up to 60 mins): £70

👩‍⚕️ Pessary Appointments

- Fitting (up to 90 mins): £180
- All pessaries are now £50
- £90 deposit required to book
- Pessary check-up (up to 45 mins): £55

🔊 Shockwave Appointments

First, you’ll need a physiotherapy assessment to make sure that shockwave is right for you. You can have shockwave with an additional cost of £20 on top of the cost of the booked session (this is because the machine wears with each use and parts need to be purchased and fitted at regular intervals).

For any shockwave only appointments (up to 15 minutes) prices are:

£55 per shockwave treatment area or £50 each if at least 3 are paid for at the same time. Total of £150.

If you’ve had the initial shockwave in your first physio appointment then you’d pay £120 for all three shockwave sessions if the additional sessions are booked and paid for up front.

We recommend 3 sessions first and then seeing how you are for a few weeks before booking further sessions. A separate screening and consent form is completed for this treatment.

🏡 Home Visits

We offer home visits when needed. These are priced slightly higher to reflect travel time.
- £75 for a 40–60 minute session
- Travel from the clinic or from clinician’s home, depending which clinician is attending the visit, may incur additional charges
- All home visit appointments must start with an initial assessment

🤱 Pelvic Health & Mummy MOT

Pelvic health assessments may include a vaginal examination (for issues such as incontinence, prolapse, pelvic pain, or pelvic floor dysfunction).
- You are welcome to decline any part of the exam—it’s always your choice.
- You can bring someone along for support during the session.
If you have any worries about the assessment process, please talk to your physiotherapist. We're here to help you feel safe and supported.

🏃‍♀️ Musculoskeletal (MSK) Physiotherapy

💼 Discount Packages

Buy in advance and save (must be used within 3 months):
- General Physio in clinic (3 x up to 45 mins): £155
- General Physio in clinic (3 x up to 60 mins): £180
- Women’s Health (3 x up to 45 mins): £175
- Women’s Health (3 x up to 60 mins): £195
- Scar Therapy (3 x up to 45 mins): £175
- Scar Therapy (3 x up to 60 mins): £195

- Shockwave (3 x up to 15 mins): £150

At the moment there are no discount packages for home visits.

👩‍⚕️ Chaperoning Policy

We want you to feel safe and supported at all times.
- You can request a chaperone for any physiotherapy appointment.
- But please note: We are unable to provide an official chaperone.
- A friend or family member is welcome to attend with you, but they cannot act as an official chaperone.
- If you, the client, or we as the practitioner decide that a chaperone is needed, we may need to refer you to another clinic that can accommodate this.

🩺 GP Letters & Communication

We believe in working collaboratively with your GP where appropriate. If you'd like us to send a letter to your GP, we’ll always discuss it with you first. We offer the following options:
- Email copy for you to forward to your GP: £10
- Posted copy direct to you GP via Royal Mail 1st Class: £15 (can also be emailed to you at no extra cost)

- Reports and complex letters that take longer than 15 minutes to write are £55
Please note: While we take care to ensure security, no email system is 100% fail-safe. By requesting a letter to be emailed, you acknowledge and accept this small risk.

🧾 Health Insurance

We no longer accept direct insurance payments.
- If your insurer allows you to pay us directly and submit an invoice for reimbursement, we’re happy to help.
- Please check with your insurer before booking.
- We will issue an invoice after payment for you to claim back.

✅ Consent

You are always in control of your care.
- You can decline or stop any assessment or treatment at any time—no pressure or judgment.
- We’ll always discuss your options, and alternatives will be offered if needed.

📷 Photography Consent

On rare occasions, we may ask to take photos (excluding your face) for clinical records or marketing.
- This will always be discussed in advance, and you’ll complete a separate consent form.
- You are never obligated to agree.

📝 Heidi Health or Bizzy AI – Secure Note Taking

We use Heidi or Bizzy AI, a secure AI clinical note-taking tool, to support our sessions.
- It helps us focus more on you and less on admin
- Your data is kept secure and confidential
- You can opt out at any time—just let us know.

UK - Heidi Patient Explainer.pdf.

🔐 Data Protection (GDPR)

We comply with GDPR 2018 standards to protect your privacy.
- We store clinical notes and personal information securely and electronically
- Appointment reminders are sent via text or email
- Your records will be kept for a minimum of 8 years in line with legal requirements.

You can find full terms and conditions and our privacy policy by clicking here.

Last Updated: 26/03/2024

Thank you for visiting Jen Stroud Physiotherapy website https://www.jenstroudphysiotherapy.co.uk. We understand the importance of your privacy and are committed to protecting it. This Privacy Policy outlines the types of personal information we collect, how it is used, and your choices regarding your information.

By using our Website, you consent to the collection and use of your information in accordance with this Privacy Policy.

1. Information We Collect:

a. Personal Information:

When you book an appointment online, by phone, text, or in person, we may collect personal information such as your name, email address, phone number, address, and health-related information.
If you choose to interact with us through social media platforms, we may collect information available on your social media profiles.

b. Usage Information:

We may collect information about your interactions with our Website, including the pages visited, the date and time of visits, the duration of visits, and the actions taken on the Website.

c. Cookies and Tracking Technologies:

We use cookies and similar tracking technologies to enhance your browsing experience and analyze Website usage. These technologies may collect information such as your IP address, browser type, device identifiers, and browsing behavior.

How We Use Your Information:

a. Provide Services:

We use your personal information to schedule and manage your appointments, communicate with you about your appointments, and provide physiotherapy services.

b. Improve Services:

We analyze usage data to understand how visitors interact with our Website and improve our services, content, and user experience.

c. Marketing and Communication:

With your consent, we may send you promotional emails about our services, special offers, or events. You can opt-out of receiving these communications at any time.

d. Legal Compliance:

We may use your information to comply with legal obligations, resolve disputes, and enforce our policies.

Information Sharing:

a. Service Providers:

We may share your information with trusted third-party service providers who assist us in operating our Website, conducting our business, or servicing you.

b. Legal Requirements:

We may disclose your information if required by law or in response to valid legal requests, such as court orders or subpoenas.

c. Business Transfers:

In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of the transaction.

2. Data Security

We implement reasonable security measures to protect your information from unauthorized access, alteration, disclosure, or destruction. However, no method of transmission over the Internet or electronic storage is 100% secure, and we cannot guarantee absolute security.

3. Your Choices:

a. Opt-Out:

You may opt-out of receiving promotional emails from us by following the instructions provided in the email.

b. Cookies:

You can set your browser to refuse all or some browser cookies or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of our Website may become inaccessible or not function properly.

4. Children's Privacy: Our Website is not intended for children under the age of 13. We do not knowingly collect personal information from children under the age of 13. If you are a parent or guardian and believe that your child has provided us with personal information, please contact us, and we will take steps to remove that information from our systems.

5. Physiotherapy Assessment and Treatment Data

a. Collection and Storage:

During your physiotherapy assessment and treatment sessions, we collect relevant health information necessary for providing quality care. This information is recorded in patient notes.
Patient notes are stored securely in a GDPR ICO (Information Commissioners Office) approved system called Power Diary. Power Diary complies with GDPR regulations and ensures the security and confidentiality of your information.

b. Retention Period:

Patient records, including assessment and treatment data, are retained for a minimum of 8 years as required by legal obligations and professional standards.

c. Access and Correction:

You have the right to access and request correction of your personal information stored in patient notes. If you believe that any information in your patient record is inaccurate or incomplete, please contact us to request corrections.

d. Disclosure:

We may disclose your patient information from the assessment and treatment sessions in accordance with legal requirements, such as responding to valid legal requests or court orders.

6. Consent.

By participating in physiotherapy assessment and treatment sessions and providing us with your personal information, you consent to the collection, use, and storage of your information as described in this Privacy Policy, including the recording of information in patient notes and storage in Power Diary.

If you have any questions or concerns regarding the collection, use, or storage of your physiotherapy assessment and treatment data, please contact us at [Your Contact Information].

7. Changes to This Privacy Policy.

We reserve the right to update or modify this Privacy Policy at any time without prior notice. Any changes will be effective immediately upon posting the revised Privacy Policy on this page. We encourage you to review this Privacy Policy periodically for any updates.

8. If you have any questions or concerns about this Privacy Policy or our privacy practices, please contact us at hello@jenstroudphysiotherapy.co.uk.

By using our Website or providing us with your information, you consent to the collection, use, and disclosure of your information as described in this Privacy Policy.