Terms and Conditions
Cancellation policy
Missed appointments and late cancellations not only affect your progress but can also cause inconvenience for other patients who are desperate to see their therapist but couldn’t get an appointment.This is a busy practice that has to regularly turn potential patients away due to insufficient space in the diary. Non-attendance and late cancellation therefore are very costly.
We reserve the right to charge the full treatment fee for appointments cancelled within 24 hours of its scheduled start time or for appointments not attended.
Please note that all cancellations must be made by telephoning the clinic; cancellations attempted by email may not be acknowledged before the 24 hour cancellation period or, due to occasionally overzealous spam filters, at all. Appointments not cancelled via telephone will therefore still be chargeable. The same is true of messages sent via social media channels such as google business page or facebook pages as these online presences exist primarily for public reference and are not therefore legitimate forms of immediate communication.
We remind you of your appointment in the following ways subject to opt-in:
- Text
Thank you for your understanding, valued custom and continued support.
Complaints Procedure
At St. Annes Osteopathic Centre we endeavour to continually provide a service of the utmost professionalism. We continually work to improve our clinical and communication skills and our administrative procedures. If you feel you would like to provide us with any feedback, good or bad, we would welcome your comments and use them to improve the service in the future.
Feedback can be sent by email via the ‘contact us’ link on the website www.stannesosteo.co.uk or directly to [email protected] . We are also happy to receive your comments in person, over the phone, or by post.
If you have a complaint about the service please contact Mr Martin Cooper by any of the means above and we can arrange to have you revisit the practice, or for him to visit or phone you to discuss the issue. Your grievance will be dealt with promptly and with the utmost seriousness, in a friendly and professional manner. We will endeavour to deal with any complaints to the absolute satisfaction of those bringing them to our attention; should patients with complaints be happy to continue with treatment, or attend for treatment in the future, the complaint will not affect the quality of their care. If a complaint is made on behalf of someone else we would require the patient’s consent to discuss any aspects of their treatment.
If after discussions with Mr Cooper you are still unhappy with the outcome of your complaint, there is a resolution service available to you provided by The Institute of Osteopathy. You may also use this service if you feel uncomfortable complaining directly to Mr Cooper in the first instance.
You can contact the Institute of Osteopathy Resolution Service by calling the following freephone number: 0800 110 5857 or by emailing [email protected] .
If you are still unsatisfied with the outcome of your complaint and it is a concern about patient safety, you are entitled to take it forward to the statutory body that oversees regulation of the osteopathic profession – the General Osteopathic Council (GOsC).
It is requested that you always attempt to reach a resolution with the practice and/or resolution service before contacting the GOsC. Please note that the GOsC cannot award compensation.
The GOsC itself, as is the case for all statutory bodies that regulate health and social care professionals in the UK, is overseen by the Professional Standards Authority for Health and Social Care. This assesses GOsC’s performance, conducts audits, scrutinises their decisions and reports to Parliament.
Contact information
www.stannesosteo.co.uk – Contact us page.
Mr Martin Cooper
St Annes Osteopathic Centre
193 St Davids Rd North
St Annes
Lancashire
FY8 2JS
Telephone: (01253) 788500
The Institute of Osteopathy
Telephone: 0800 110 57 57
Email: [email protected]
General Osteopathic Council
General Osteopathic Council,
Osteopathy House,
176 Tower Bridge Rd,
London,
SE1 3LU
Telephone: 020 7357 6655
Email: [email protected]