Therapy Terms

These Therapy Terms are our standard terms which apply to the services we provide to you (known as the “Services”), by us, Evolve Rehabilitation and Therapy, whose registered address is The Wheelhouse Angel Court, 81 St Clements, Oxford, OX4 1AW (known as the “Practice”, also referred to as us/we/our).    

At the end of this document, you will find some consents that we are required by UK data protection laws to obtain from you. These consents explain how we collect, use, and protect your personal information during therapy. 

Please read through the entire document carefully before signing to indicate your acknowledgement and acceptance.   If you have any questions on any part of this document, please do not hesitate to ask before signing.

1. Professional Information:

1. All Clinical Psychologists and Physiotherapists working at the Practice are registered with the United Kingdom’s Health and Care Professions Council (HCPC).  Our Sports Therapists are registered with the Society of Sports Therapy (SST).

2. In order to maintain their practising registrations, our Clinical Psychologists and Physiotherapists must continue to demonstrate compliance with a range of HCPC minimum standards of conduct, performance and ethics. Our Sports Therapists need to adhere to the SST’s Standards of Conduct, Performance and Ethics Code and engage in continuing professional development.

3. Where appropriate, we may refer clients to independent professionals. In some cases, a referral fee may be received. This fee does not impact the cost to the client. All referrals are made transparently and with the client’s consent.

2. Services 

1. The Services we provide include physical therapies, psychological consultations, sports psychology, mental health support and ASD/ADHD Assessments. We do not provide crisis intervention or psychiatric medication management. See section 17 further below if you need emergency or crisis support.

2. Before starting therapy or booking in for an assessment, we may offer a brief initial telephone or online consultation (for example, up to 15 minutes) at no charge, to gain a better understanding of your needs and to consider whether our clinicians and service model are likely to be suitable for you. Where appropriate, we will also consider whether you may benefit from a blended approach (for example, where both physical and psychological interventions are involved) and will discuss this openly with you.

3. You will be offered an initial assessment with one of our clinicians, which will be used to explore your situation in further depth and develop a treatment plan that is appropriate to your needs.

4. The duration of therapy varies depending on individual needs and therapeutic goals. We will regularly review progress and discuss treatment plans with you.

5. When we start working with you, we will agree a number of sessions that we think you will need to achieve your session goals. We will work with you to maximise the impact of each session, bearing in mind your needs around attendance and financial commitments. We will regularly review your sessions as we progress together, and we will close your episode of care when mutually agreed that your treatment goals are complete.

6. In addition to section 2.5 above, either party may end the therapeutic relationship at any time. We recommend providing two weeks’ notice where possible to allow for appropriate closure.

7. We may end therapy if we determine it is no longer beneficial, if there are clinical or ethical concerns, or if professional boundaries cannot be maintained.  In such circumstances, any advance payments will be refunded for any Services not provided.

8. If you disengage from sessions without notice, we may contact you to check whether you wish to continue. If we do not hear from you within a reasonable period we may close your current episode of care. This will not prevent you from returning to the Practice in future, subject to availability.

9. Additional policies and procedures that apply to our Services are set out in section 18 below, including policies relating to chaperones, physical contact and consent for physiotherapy treatments, exercise and rehabilitation risks, paediatric services, anti-doping compliance for athletes, return-to-play decisions, professional boundaries, and other therapeutic policies. Please ensure you read section 18 carefully as these policies form an important part of the terms governing our Services.

10. Following the end of therapy, we cannot provide ongoing personal or professional support outside of the therapeutic relationship. We can provide referrals to other professionals if appropriate.

11. A contract is formed between us when: (i) you agree to these Therapy Terms; (ii) we confirm your first appointment; and (iii) where applicable, payment is received.

3. ADHD Assessments

1. Our ADHD assessments are designed to evaluate the presence of Attention Deficit Hyperactivity Disorder (ADHD) in individuals through a comprehensive diagnostic approach. This involves gathering information through interviews, questionnaires, tests and observation.

2. The assessment process typically includes an initial consultation, followed by a series of appointments where standardised tests and clinical interviews are conducted. We may also request feedback from teachers or other professionals involved in your (or your child’s) care.

3. As part of our ADHD assessment process, we may use online assessment questionnaire providers, such as MHS, PAR, and WPR, to collect health data. Your explicit consent is required for us to engage these third-party organisations to gather and process your health information. By providing your consent (at the end of these terms), you acknowledge and agree that these providers may collect, use, and store your data in accordance with their privacy policies and practices.

4. Following the assessment, a detailed report will be provided, summarising the findings and any diagnosis made. This report will include recommendations for treatment or management strategies if a diagnosis has been made.

5. It is important to understand that not all assessments result in a diagnosis. 

6. The cost of our ADHD assessments is outlined in our current price list. Payment is required at the time of booking, and the fee includes all sessions and the final report.

7. It is crucial that clients refrain from using any substances, including alcohol, recreational drugs, or non-prescribed medications, prior to undergoing any of our tests (including our QbCheck). The use of such substances can significantly affect the test results, leading to inaccurate outcomes.  If it is determined that substances were used before the QbCheck, the test will need to be repeated to ensure accurate results. Please note that an additional charge will apply for the repeated test.

8. Once an assessment has commenced,  you may cancel the remainder of the assessment if you wish. However, you will remain liable to pay for any sessions, tests, or assessment work that has been completed up to the point of cancellation.

9. If you wish to cancel an assessment prior to its commencement, please provide at least 24 hours’ notice. Cancellations made with less than 24 hours’ notice may incur a cancellation fee, as detailed in our current price list. This policy ensures that we can manage our resources effectively and offer services to other clients.

10. After the assessment, follow-up appointments can be arranged to discuss the results in detail and explore treatment options. These appointments are charged separately.

11. ADHD Medication:  We do not have any responsibility for prescribing or managing ADHD medication. The determination of whether medication can be offered, and is suitable for an individual, is the responsibility of a General Practitioner (GP) or a qualified Psychiatrist. Our ADHD assessments focus on evaluating the presence of ADHD and providing a comprehensive report with recommendations for treatment or management strategies. However, it is important to understand that the outcome of our assessment does not guarantee that medication will be offered or deemed appropriate. You will need to consult with your GP or Psychiatrist for any decisions related to medication.

12. Please be advised that we do not offer refunds if a local authority, educational institution, or any other third party refuses to accept a diagnosis report provided by us. Our assessments and reports are conducted and prepared in accordance with professional standards and guidelines. However, we cannot guarantee acceptance by external bodies, which may have their own criteria and policies for recognising diagnostic reports. We recommend discussing specific requirements with the relevant third party prior to commencing the assessment process with us.

4. Physiotherapy / Sports Therapy / Psychology Sessions:

1. Sessions shall be by appointment only.  Details of the session timings, length and fees shall be made available to you in advance of the session. 

2. Where appropriate, we may use an online booking system to manage appointments. If you book through this system, you will normally receive an automated email confirming your appointment details and automated reminder emails or messages before each session.

3. Sessions can be made by emailing or telephoning the practice. Where we offer you an appointment time by email, telephone or online booking, we may hold this time for a limited period (for example, 24 hours) while we await your confirmation. If we do not receive confirmation within that timeframe, the slot may be released and offered to another client.

4. If you know you are going to be late for an appointment, you should contact us to tell us.  If you arrive later than 15 minutes after an appointment time, we will try to provide the Services you have booked but if we decide that we cannot, the appointment will be treated as cancelled without notice by you and you may be charged (See Cancellations below). This is the case no matter whether the appointment is for a face-to-face, online, or telephone session.

5. Where we reasonably consider a session to be a non-attendance (for example, where you have not arrived or made contact within the first 15 minutes of the session), the session may be charged in full in accordance with our cancellation policy.

5. Online Sessions:

1. Sessions may be provided online via a pre-agreed livestream service (for example WriteUpp).

2. When using a third-party supplier for online sessions your personal and special category data will be treated in accordance with our Privacy Policy and may be subject to the privacy policy of the third-party supplier.  We will not be liable to you for any costs or losses incurred by you because of using any third-party online provider for the purposes of attending a session virtually with us.  You should make yourself familiar with such provider’s own terms and conditions and privacy policy.

3. If we provide any of our Services as a livestream, we will use all reasonable endeavours to start at the time scheduled. If the start is delayed by circumstances beyond our control, we will not be liable for any such delay.

4. In some limited circumstances, we may need to suspend the provision of an online session for one or more of the following reasons: (i) to fix technical problems or to make necessary technical changes; or (ii) in the event of illness; or (iii) other circumstances beyond our control.

5. In the event of any of the circumstances listed above occurring, then we will use reasonable endeavours to give as much notice as possible to you.

6. Ahead of your online session, we ask you to plan where in your location you will sit for the meeting. It is important that the connection to the internet is as strong as possible.

7. It is important that you ensure the space is private and that you cannot be interrupted or overheard. You are strongly encouraged to make any necessary arrangements with anyone you may normally share the location with to ensure that your protected space can be achieved.

6. Recording of sessions:

1. To maintain our high-level professional accreditations, we are required to audio or video record some therapy sessions to be discussed within our clinical supervision. It is important to note that there is no expectation or requirement for you to agree to this, but please let us know if you would feel happy for your session to be recorded for this purpose.

2. As well as being helpful for us as therapists, it is often beneficial for clients to have video recordings of their sessions. Please let us know if this is something you would like to do. Online sessions can be recorded with the use of Zoom, which is a GDPR compliant video conferencing platform. Evolve Rehabilitation & Therapy have a password protected Zoom account and will set up your appointments should we decide together to use this. You can read more about Zoom’s privacy policy here: GDPR Compliance | Zoom

3. The recordings of sessions will be stored in our password protected Dropbox account. Dropbox is a cloud storage facility that complies with the most widely accepted standards and regulations (i.e. ISO 27001) and is GDPR compliant. You can find out more about Dropbox here: DBX GDPR Compliance Journey_2020_updated.pdf (dropbox.com). 

4. Video and audio recordings are completed for specific purposes, for example for you to recall and review aspects of your session or for our supervision and so will only be stored by us as long as is necessary. You may download the recordings from Dropbox and keep them as long as you wish. 

7. Cancellations:

1. For cancellations made with fewer than 24 hours’ notice, a full session charge will apply. This policy applies to face-to-face, online, or telephone sessions.

2. If, due to exceptional circumstances you cancel an appointment without giving at least 24 hours in working days prior notice we will consider the circumstances and, in our discretion, decide whether to waive any charges.

3. If you cannot attend in person, an online or telephone consultation will be offered instead.

4. Cancellations with fewer than 24 hours’ notice, or failures to attend are likely to be counted as one of your designated appointments, where funding is via a health insurance company, your employer or is provided as part of a legal process. You should check with whoever is paying to ensure you know when they will and will not cover your costs.

5. We may cancel an appointment booked by you at any time before the time and date of that appointment in the following circumstances: (i) the required personnel and/or required materials necessary for the provision of the Services are not available; or (ii) an event outside of our reasonable control occurs.  If we cancel an appointment in such circumstances, we will use reasonable endeavours to rebook you as soon as possible. If we are unable to offer you a suitable alternative appointment, we will refund to you in full any advance payment that you have made to us for that appointment. No cancellation charges will apply where we cancel the appointment.

6. We will use all reasonable endeavours to start appointments at the time you have booked, but the start may be delayed by the overrun of a previous appointment or by other circumstances.  If the start is delayed by 15 minutes or more, you may cancel the appointment and we will refund you in full any deposit or other advance payment that you have made to us for that appointment.

7. If we are prevented from or delayed in performing our obligations by your act or omission or by any circumstance outside our control, we will not be liable to you for any costs, charges or losses sustained or incurred by you that arise directly or indirectly from such prevention or delay. 

8. Please note that if you arrive more than 15 minutes late for an appointment without notifying us in advance, we may be unable to proceed with the session and it may be treated as a non-attendance, in which case the full fee for the session will usually be payable.

8. Face-to-Face Consultations:

1. Face-to-face consultations are held at The Fitness Experts, Quad Two, Harwell Campus, South Oxfordshire. The facility provides free parking in the adjacent car park, changing rooms with showers and hairdryers, toilets, and a waiting area with drinks machine. The building offers step-free access to the treatment area.

2. You agree to comply at all times with The Fitness Experts’ policies and rules (particularly fire safety and health and safety rules).

3. You are responsible for your own belongings that you bring to consultations. We will not be liable for any loss, damage, theft or destruction of any of your belongings.

4. Parking is available free of charge in the car park next to the gym. However, we are not responsible for any damage to vehicles or theft from vehicles while parked on the premises.

9. Fees & Payment:

1. We will let you know in advance what our fees are.  These will either be in accordance with our current price list or as otherwise notified to you.

2. For online sessions or blended programs we will issue an invoice with BACS payment details. For face-to-face sessions you will also have the opportunity to pay directly with card if you prefer. Payment is due within 7 days of receipt of invoice, unless we agree otherwise in writing. If you anticipate difficulties in meeting a payment deadline, please contact us as early as possible so that we can discuss appropriate arrangements.

3. All prices of Services shown in the price list are exclusive of VAT (which is not chargeable unless we notify you otherwise).

4. We may alter our prices without prior notice. Increases made between the time when you book an appointment and the date of the appointment will not apply to your appointment on that date.

5. Chasing unpaid invoices attracts an administration and interest charge of 8% above the Bank of England base rate from the due date until the final settlement date.  We may suspend the provision of our Services to you in the event that any due fees remain unpaid.

6. If you require written reports, treatment summaries or letters in relation to your care (for example, for your GP, insurer, employer, legal representative or sports organisation), these will be chargeable in addition to session fees. Such work is usually charged based on our standard hourly rate and we will confirm the likely cost with you in advance.

Medico-Legal Funding

7. For clients attending therapy as a result of a personal injury or medical negligence claims process, funding will normally be provided via their legal representative. We will invoice and collect payment from the legal representative unless otherwise agreed. In some cases, your legal representative or insurer may require us to invoice you directly, in which case you will be responsible for paying our fees and reclaiming these from them if appropriate. We will discuss the applicable funding and invoicing arrangements with you before treatment commences.

8. We will invoice for missed or late-cancelled (fewer than 24 hours’ notice) appointments unless under exceptional circumstances. Payment for cancelled appointments or for any failure to attend without prior notice may be the client’s own responsibility. We advise Medico-Legal clients to check with their legal representative what the arrangements for payment are in the event of missed or late-cancelled sessions.

Funding via Employer

9. For clients attending therapy through a direct arrangement with their employer or the employer’s representative, we normally invoice and collect payment from the employer or the representative unless otherwise agreed.  
10. Invoices are sent monthly to the employer or representative. Payment for cancelled appointments or for any failure to attend without prior notice may be the client’s own responsibility. We advise clients to check with their employer or their representative what the arrangements for payment are in the event of missed or late-cancelled sessions.

Private healthcare funding

11. Our therapists are registered as clinical practitioners with a number of healthcare providers.  We will allocate you to a clinician who is registered with your insurance provider.  Each provider and every healthcare plan have different rules and regulations of engagement. As the insurance policy holder, you are responsible for checking with the insurer how many sessions will be funded and whether you have the responsibility to part-pay the fee.  Please inform us of your insurance provider details when booking so that we can ensure appropriate allocation.

12. If the Services are being covered by your private healthcare insurance please provide us with the name of the insurance company, your policy number and authorisation code. Depending on the insurer’s processes, we may be able to invoice them directly or we may need to invoice you and ask you to reclaim the cost from your policy. We will explain which arrangement applies in your case before treatment begins.

13. We are not party to any contract between you and your insurance provider.

14. Please note that some insurance companies will not pay for any missed/cancelled appointments, and in such circumstances, you will be fully liable to pay the full costs to us (see above).  You should check your health insurance policy to ensure you know when they will and will not cover your costs.

15. If you are obliged to pay any excess or part payments as part of your health insurance policy, then these will be paid by you directly to us as per the terms set out above.

16. You will be responsible for payment of all outstanding charges on your account regardless of the cover you have.  It shall be your responsibility to pay all sums due to us and to reclaim such sums from your insurance provider. You should keep track of the number of sessions that have been agreed by your insurance company and to alert them if any treatment session is needed.

10. Confidentiality:

1. The information discussed in our consultations with you is of a confidential nature.  We provide a safe place in which you can share your feelings and thoughts with us.

2. Our commitment to client confidentiality is not affected by who pays for the service provided by us.

3. We will ensure that any confidential information you disclose to us shall not be disclosed to any person except as permitted in this section.

4. We may disclose confidential information relating to you: (i) to our employees, advisers, other healthcare professionals or social agencies who need to know such information for the purposes of carrying out our Services to you; (ii) as may be required by law, a court of competent jurisdiction or any governmental or regulatory authority; and/or (iii) if we believe that you are at risk of harming yourself or others, in which case we are entitled to report this to the relevant organisation.  Where possible any breach of confidentiality related to risk of harm will be discussed with you first. This may include situations where we have reason to believe that a child, young person, vulnerable or incompetent adult is at risk of neglect, abuse or other serious harm, or where we are required to disclose information under a court order or other legal process.

5. We shall not use your confidential information for any purpose other than to perform our obligations under these Therapy Terms.

6. We shall ensure that any person to whom we disclose your confidential information to in this section also complies with these confidentiality obligations.

7. It is a requirement for all our therapists to have regular clinical supervision sessions in which they discuss their work in a safe and confidential space with an equally or more experienced colleague. All work that is discussed in these sessions is completely anonymised.  Supervisors are bound by the same professional and ethical regulations as our practitioners and do not discuss clinical material outside of the supervisory context.

8. Enhanced Confidentiality for High-Profile Clients: We recognise that some clients may be public figures, athletes, or otherwise high-profile individuals who require additional privacy protections. We maintain enhanced confidentiality measures including:

• Strict prohibition on any clinician discussing clients with media, journalists, or third parties
• Enhanced confidentiality obligations for all clinicians.
• Discrete scheduling and premises access arrangements where required – please advise us in advance if this required so we can make the necessary arrangements.
• Prohibition on photography, filming, or recording within our premises by staff or other clients
• All clinicians are contractually prohibited from making any public statements, social media posts, or other communications that reference or could identify any client, directly or indirectly.
• We may offer alternative appointment times, discrete entrances, or private waiting areas for clients requiring additional privacy measures.

9. Any performance-related information, fitness data, or athletic capabilities discussed during sessions will be treated as confidential health information and subject to the same confidentiality protections as other clinical data.
10. We will not communicate with your team management, coaches, agents, or other representatives without your consent.  Where you provide consent for us to communicate with third parties (which may be obtained as part of your initial consent forms or verbally at the time of communication), we will only share information that is specifically relevant to the agreed purpose.    This may include basic engagement information such as whether you are currently attending sessions or have been discharged from care. We will discuss with you what information needs to be shared and confirm the scope with you before or at the time of communication, unless there are urgent clinical or safeguarding reasons that prevent this.
11. You may withdraw consent for third-party communications at any time, though this may affect our ability to provide coordinated care if working as part of a wider support team.

11. Safeguarding:

1. We are committed to safeguarding and promoting the welfare of all our clients, particularly children, young people, and vulnerable adults. We have a comprehensive Safeguarding Policy in place which all our practitioners adhere to, and which is regularly reviewed and updated in line with current legislation and best practice guidelines.

2. Our safeguarding procedures are designed to ensure that all clients receive our services in a safe environment, free from abuse, neglect, or harm. We maintain a duty of care to protect clients from physical, emotional, sexual, financial abuse, and neglect.

3. All our therapists receive regular safeguarding training and are aware of their responsibilities under relevant legislation including the Care Act 2014, Children Act 1989/2004, and Mental Capacity Act 2005.

4. If we have concerns about your safety or the safety of others (including children or vulnerable adults), we have a professional and legal duty to take appropriate action. This may include sharing information with relevant agencies such as social services, the police, or other healthcare professionals, even if this means breaching confidentiality. Where possible, we will discuss our concerns with you first unless doing so would place you or others at greater risk.

5. If you have any concerns about safeguarding matters, please discuss these with us. 

12. How We Use Your/the Patient’s Personal Information (Data Protection)

1. We will only use your personal information as set out in our Privacy Policy on our website at https://www.evolverehabtherapy.co.uk/privacy-policy/ If you do not have access to the internet we can provide you with a printed version of our Privacy Policy.

2. We are registered as Data Controllers with the UK Information Commissioner’s Office (ICO). 

3. In certain circumstances, we may be required to share your personal and sensitive data for medico-legal purposes. This includes instances where your therapy is part of a legal process, such as personal injury or medical negligence claims, or if required by a court order. In such cases, consent may not be necessary. We will ensure that any data shared for these purposes will be done in accordance with applicable data protection laws and only to the extent necessary for the medico-legal purposes.

4. We retain all therapy records for 7 years following the end of treatment, or until age 25 for clients who were under 18 (whichever is longer), in accordance with professional guidelines.

5. Records are securely destroyed after the retention period using certified document destruction services, secure shredding and secure digital deletion.

6. In the event the practice closes, you will be notified in advance about arrangements in relation to your records, including options for transfer to another practitioner or secure destruction.

7. We use email, telephone, text and/or messaging services (for example, WhatsApp) to communicate with you only where you have consented to this form of contact. Your contact details may therefore be stored temporarily on password or PIN protected devices or accounts used by us for the duration of your episode of care. We routinely transfer relevant information into your clinical record and delete it from email or messaging accounts thereafter.

13. Use of Artificial Intelligence

1. Artificial Intelligence (AI): We integrate artificial intelligence (AI) tools and technologies into our service offerings to enhance efficiency, productivity, and the quality of our services. These AI tools may assist with a variety of our business tasks.  

2. We ensure that the use of AI is transparent, and that clients are informed about the extent to which AI tools are used in the course of delivering our services.  The tools we are using are for session transcription services – to assist us with our therapy and session notes.  Full details of the tools we are using are set out in our privacy policy.  

3. Any data processed by AI tools will be handled in compliance with applicable data protection legislation.   Data privacy is our priority, and we only select AI tools that meet UK GDPR requirements.

14. Note-keeping 

1. We use a password protected cloud-based electronic health record system called WriteUpp to store the information that we need to provide you with our Services. Such information includes your personal details and notes of discussions and treatments given within your sessions. 

2. WriteUpp is ISO27001 certified and complies with this globally recognised information governance and security standard. Your data is encrypted and stored within the E.U, which is covered by the GDPR. You can find out more information about your data in WriteUpp here: https://help.writeupp.com/en/article/how-do-you-handle-patient-confidentiality-data security-o3x9k2/ 

3. We also use a password-protected cloud-based financial system called FreeAgent to store and use information relevant to our payments. This information includes your name and contact details but not your medical information.  You can find out more about FreeAgent’s compliance with GDPR here: FreeAgent and GDPR compliance – FreeAgent.  

4. We use email to correspond with our clients and those working with them (hello@evolverehabtherapy.co.uk). Your email address and correspondence will be stored temporarily in a password protected email account used by Evolve Rehabilitation & Therapy (Outlook) and transferred into your health record on WriteUpp, after which the information will be deleted from the email account. 

5. If you use the contact form on our website, this information will be sent to the same email address. We also use telephone, text and WhatsApp to correspond with clients who have consented to this type of contact. This means that your telephone number may be stored on pin protected mobile phones used by us whilst you are receiving treatment. It will be deleted once your episode of care has ended. 

6. The information we need and the notes we take form a legal record of treatment and must be retained safely and securely and for no longer than is necessary. In the UK, healthcare records have a recommended minimum retention time, and if you have received treatment from us we will store your records for 8 years after your final contact with us or if we have treated a child then we retain until the child reaches the age of 25 years. 

7. If you contact us to find out more but then choose not to undertake treatment with us, we will delete the information we collected from you within two weeks.

8. You can find out more about data retention in our Privacy Policy on our website.

15. Limitation of Liability:

1. We will provide our therapy services with reasonable care and skill in accordance with professional standards.

2. We will be responsible for any loss or damage you suffer that is a reasonably foreseeable result of our breach of these terms or our negligence.

3. We will not be responsible for:

1. Loss or damage that could not reasonably have been expected when we agreed to provide services to you; nor for 
2. Any loss caused by factors outside our reasonable control.

4. Nothing in these terms excludes or limits our responsibility for:

1. Death or personal injury caused by our negligence;
2. Fraud or fraudulent misrepresentation; or
3. Any other liability that cannot be excluded under law

5. Therapy is a collaborative process, and outcomes can vary between individuals. While we cannot guarantee specific results nor promise to provide a diagnosis, we are committed to providing professional, ethical care in accordance with established clinical standards.

6. Your consumer rights under the Consumer Rights Act 2015 and other consumer protection legislation are not affected by these terms.

16. Complaints and Standards:

1. We are committed to providing as helpful and compassionate a service as possible to meet the needs of all our clients. 

2. We always welcome feedback from our clients and, whilst we shall use all reasonable endeavours to provide a high standard of service, care and treatment to all clients and patients, we nevertheless want to hear from you if you have any cause for complaint. If you have any complaint about our Services or any other complaint about us, please raise the matter with Dr Clare Churchman, who can be contacted at hello@evolverehabtherapy.co.uk. 

3. You may wish to raise your concern directly with the Health and Care Professions Council, should you feel you have encountered an issue of fitness to practise. This can be done at www.hcpc-uk.org/concerns/raising-concerns/ 

17. Crisis management and emergencies:

1. The type of psychological work offered is not suited to managing emergencies or crisis. 

2. We do not provide any out-of-hours emergency support.   We are not available for therapeutic support outside normal working hours. We cannot respond to emergency calls, texts, or emails outside these hours.

3. If you require urgent help between appointments then please contact your GP, use the NHS 111 service for advice, phone 999 or attend A&E. You can also contact the Samaritans’ anonymous helpline on 116 123 or Childline on 0800 1111 (for those under 19 years).

18. Therapeutic Policies:

1. Use of Chaperones:  Certain physiotherapy or rehabilitation sessions may involve physical examination or manual therapy. You may request a chaperone at any time. Where possible. Please provide as much advance notice as you can so that we can arrange for a suitable chaperone to be present.  We may also require a chaperone to be present for safeguarding or professional reasons. Where treatment involves a child or vulnerable adult, a parent, guardian or responsible adult must be present unless agreed otherwise.
2. Physical Contact & Consent:  Physiotherapy often requires physical contact. Your clinician will explain any physical examination or treatment before proceeding and will obtain your consent. You may withdraw consent at any time. If you prefer not to have physical contact, please inform the clinician so alternative approaches can be discussed.
3. Suitability for Remote or Online Treatment:  Online physiotherapy or psychological consultations may not be suitable for all conditions. If remote assessment is not appropriate, we may recommend an in-person appointment, GP referral, or alternative specialist assessment.
4. Exercise & Rehabilitation Risks:  All exercise involves risk. You must stop immediately if you experience pain, dizziness, shortness of breath, or any concerning symptoms, and seek appropriate medical advice. You are responsible for carrying out prescribed exercises safely and informing us if symptoms worsen.
5. Safeguarding & Risk Escalation:  If during psychological or physiotherapy sessions we believe you or someone else is at risk of serious harm, we may be required to disclose relevant information to your GP, emergency services, or safeguarding authorities in accordance with professional and legal obligations.
6. Sharing of Information: We may from time to time share general, anonymised information about our services (for example, on our website or social media). We will never disclose information that could identify you, or use your image, name or session material for marketing or training purposes without your explicit written consent. Saying no to any such request will not affect your treatment in any way.
7. Social Media: You are free to talk about your therapy in your own spaces (including on social media) if you wish. We would, however, encourage you to discuss with us any plans to share detailed session material publicly so that we can help you consider potential risks or implications for your privacy and wellbeing.
8. Paediatric Physiotherapy:  For children under 16, consent for physical examination and treatment must be obtained from both the parent/guardian and, where age-appropriate, the child themselves.  Physical examinations and treatments will be explained in age-appropriate language to help the child understand what will happen.  Children will be encouraged to communicate any discomfort or concerns during treatment.  A parent/guardian must remain present during all physical treatments unless exceptional circumstances apply and alternative arrangements are explicitly agreed.  We will respect a child’s right to refuse physical contact where clinically safe to do so, and will work with families to find alternative approaches where possible.
9. Anti-Doping: Where services are provided to athletes subject to anti-doping regulations, the client agrees to comply with all relevant UKAD and NGB policies. We support clean sport and do not supply or recommend any prohibited substance.
10. Return-to-Play Decisions: Where physiotherapy is provided, our role is to support your recovery and provide clinical recommendations. Final return-to-play decisions remain with you, your team medical staff, and coaching personnel as appropriate. We do not make binding return-to-play determinations.
11. Competition Scheduling: We understand the unique scheduling demands of competitive sport and will endeavour to accommodate urgent pre-competition appointments where clinically appropriate and practically feasible.
12. Professional Boundaries and Gifts: We maintain strict professional boundaries with all clients. We do not accept personal gifts of significant value, including but not limited to tickets, hospitality, merchandise, or other benefits.  We do not attend social events, competitions, or other personal functions as guests of clients, though we may provide professional services at such events under separate commercial arrangements.
13. General:

1. We may from time to time change these Therapy Terms without giving you notice, but we will use our reasonable endeavours to inform you as soon as is reasonably possible of any such change.

2. We insist that we do not meet you face to face if you are experiencing symptoms of an infectious illness, e.g. influenza or a chest infection. Online or telephone sessions can be arranged instead, should you be well enough.

3. Appointment times or other queries can be clarified by contacting the Practice on hello@evolverehabtherapy.co.uk

4. If you have any questions regarding these Therapy Terms, please do not hesitate to discuss with us, either in a session or by contacting us. 

1. These Therapy Terms are subject to the laws of England & Wales and the jurisdiction of the English Courts.