Terms & Conditions

Our aim at SHP Health is to deliver a caring, professional and evidence-based service to our patients. Our Terms and Conditions are there to help you understand how we operate our practice. Please do ask if there is anything you would like further explained or if you have any questions about our services.

By commencing treatment you are deemed to have acknowledged and have agreed to be bound by these Terms & Conditions.

  1. The Agreement

This agreement is between the patient/client (referred to as ‘you’, ‘your’ and “client”) and SHP Health (referred to as ‘SHP Health’, ‘we’ or ‘us’). Where a person as a parent, guardian or attorney arranges treatment on behalf of another under their care, they agree that they will be bound by these Terms. In these circumstances, the references in these Terms to ‘you’ and ‘your’ shall include, as well as the patient/client, the parent, guardian or attorney.

Please read these terms carefully. They provide the basis on which you will be provided goods and services by SHP Health, its staff, contractors and service providers.

2. Rates & payment

Our current standard physiotherapy and class rates can be found under the ‘Appointments & Fees’ section of our website.

Further information on our education and network services can be found by visiting the Professional Development page of our website.

2.1. Self-payment

Payment for physiotherapy services is due at the time, or on the day of treatment. We accept cash and card payments. Payment by bank transfer (BACS) is available on request.
Further information on our education and network services can be found by visiting the Professional Development page of our website.
Further information on our classes and payment options can be found by visiting the Classes page of our website.
Payment remains your responsibility at all times and where possible you will receive an invoice reminder in the event of non-payment during the session.

2.2. Health insurance cover

SHP Health is a registered provider for a number of major health insurance companies: Aviva, Standard Life, WPA, PruHealth, Exeter Friendly, SimplyHealth (BCWA; HSA), CIGNA, CS Healthcare, Freedom Healthnet and General Medical.

As a service to our clients, we currently invoice insurers directly. However, we do reserve the right to ask patients to settle their account directly in full at any time and claim reimbursement from their insurer. For ‘pay and reclaim’ policies, fees are due as for self-pay clients (see ‘Appointments & Fees’ section of our website). Ultimate liability and responsibility for full payment remains yours at all times.

Should you wish to use health insurance cover towards the cost of your treatment, you are required to bring the following details to SHP Health at the start of your appointment:

  • Health insurance company name and contact details.
  • Health insurance policy number.
  • Insurance authorisation code.
  • The amount of any excess and whether the insurer will claim this back via SHP Health.

It is the patient’s responsibility to check the number of authorised sessions for the current course of treatment and the number of authorised sessions in total.

Failure to provide complete and accurate insurance authorisation details prior to the commencement of your course of treatment means that you will be required to pay for treatment (as per our stated fees) prior to or during each session. SHP Health is unable to obtain or confirm policy or authorisation details on your behalf; it is your responsibility to confirm your insurance cover and any potential shortfalls, excess or policy clauses that may affect cover.

Some insurers use care guidelines that may not match the professional medical opinion of our medical professionals. In some cases, this may mean that your insurer will not pay for certain elements of your care and in such cases you agree to cover the cost of your care, as per our stated Fees.

Once all authorised treatment sessions have been exhausted you will automatically be transferred onto our standard physiotherapy fees unless prior notification is provided of additional treatment authorisation. Insurers may require an update report from you or your medical professional prior to authorising additional sessions. In all instances it is your responsibility to ensure that further treatment has been authorised and the details provided to SHP Health in full prior to any further appointments. Any appointments undertaken by you without prior notification of authorisation will be charged at our standard fee rate.

This agreement is between you and SHP Health and you are ultimately responsible and liable for all payments.

2.3. Late payment & outstanding account charges

For accounts outstanding for more than seven days following a clinical session we reserve the right to charge a reasonable administration fee. Failure to settle your account in full or to respond to subsequent invoice reminders may lead to additional administrative charges.

In the case of any funding disagreements between you and your insurer, you remain ultimately responsible for settling your SHP Health account in full within seven days of being notified. You will be required to settle any outstanding amounts in the event of non-payment or part-payment by the insurer for any reason, including due to an excess, undertaking more sessions than authorised, or due to did-not-attend (DNA) appointments or late-cancellations; regardless of the timescales involved.

3. Non-attendance and cancellation

Physiotherapy and massage appointments: We charge a cancellation fee of 100% of the appointment fee if you cancel within 24 hours of the appointment time or if you fail to attend without giving prior notice. Please note that insurance companies may not pay these cancellation charges and you will therefore be invoiced directly.

Pilates, Yoga or Tai Chi class: 100% cancellation fee if cancelled within 24 hours of your class start time or no-show on the day.

Workshops or Retreat Day: 20% cancellation fee if cancelled within 15 days of the workshop/retreat date, rising to 100% cancellation fee if cancelled within 24 hours of the workshop/retreat date.

4. Administrative & additional charges

We reserve the right to charge for any additional administrative time other than that which would reasonably be required to fulfil your appointment booking and payment and to communicate with your GP or medical consultant. Such administrative examples include: clinical reports or copies of clinical records, handling of rejected or late payment fees.

5. Discharge reports

As a matter of good practice, and in line with some insurance policies SHP Health may send a report to your general practitioner, consultant or insurance company. Please inform us if you do not wish them to do this.

6. Confidentiality & access to medical records

SHP Health is committed to maintaining strict confidentiality and protecting your personal information. Please refer to the  Privacy page on our website for full details on what information we store, how we store it and why. We agree to provide access to your medical records on receipt of a signed and dated medical records access request under the Data Protection Act.

7. Contact details

It is important that you keep us updated of any changes in your contact details. We cannot be held liable should you fail to update us regarding any changes to your contact details including name, mailing address, telephone numbers or email address.

8. Your property

Clinic areas can be busy environments. Whilst we will take all reasonable care to ensure the safety of your belongings, SHP Health does not accept any responsibility for the theft or loss of, or damage to, any of your or your visitors’ property.

9. Offers & promotions

Discounted, promotional and early-bird offers must be paid for in advance and cannot be cancelled, are non-transferable and non-refundable. Discounted offers cannot be used in conjunction with any other offer or discounted package and may be for specific dates/times only. Please also note that discounts are not applicable to patients using medical insurance as a means of payment.

10. External links

External links are clickable links to other websites. Although this website only looks to include professional, quality, safe and relevant external links, users are advised to adopt a policy of caution before clicking any external web links mentioned throughout this website.

11. Social media

Communication, engagement and actions taken through external social media platforms that this website and its owners participate on are custom to the terms and conditions as well as the privacy policies held with each social media platform respectively.

Users are advised to use social media platforms wisely and communicate / engage upon them with due care and caution regarding their own privacy and personal details.

12. Further Information & external privacy policies

Data Protection Act 1998

Privacy and Electronic Communications Regulations 2003

Privacy and Electronic Communications Regulations 2003 – The Guide

Twitter Privacy Policy

Google Privacy Policy

Linkedin Privacy Policy

Mailchimp Privacy Policy

PracticePal Privacy Policy

Punchpass Privacy Policy

13. Information & materials

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements. This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.

14. Complaints procedure

If you have a complaint that refers to SHP Health please put this into writing and send it to info@shphealth.co.uk.

Updated March 2022

WELCOME TO OUR NEW WEBSITE & OUR NEW NAME SHP HEALTH

We’re really excited to be able to share our new website and our new name with you. Surrey Hills Physiotherapy is now SHP Health. Same, same & more!