Below you will find the terms and conditions for the use of The Arch Clinic website, along with the clinic’s policies.

Cancellations

There will be no charge if 24 hours’ notice is given for cancellations. A 100% cancellation fee is applicable if 24 hours’ notice is not given.

Disabled Access

The Arch Clinic has no disabled parking spaces. Due to the age of the building we do not have a disabled toilet however our waiting area and downstairs treatment room have plenty of space for wheelchairs to manoeuvre.

Children under the age of 16

Children under the age of 16 years must have a parent or guardian present at their initial consultation. For further appointments, the presence of a chaperone will be at the parent or guardian’s discretion.

Chaperone Policy

Children under 16 years of age must be accompanied by an adult. All our practitioners are DBS registered. A friend or relative of a vulnerable adult wishing to accompany the patient to a consultation or treatment must first obtain the patient’s consent if they intend to accompany them into the treatment room during the consultation and/or treatment.

Complaints Procedure

In the unlikely event of a patient being dissatisfied with any of the services or standard of care at The Arch Clinic of Physical Therapy, a complaints procedure is available. We deal with all grievances as rapidly and efficiently as possible for the benefit of all parties concerned. You can make informal complaints in person to a member of The Arch Clinic management team. We will aim to resolve your issue within 48 hours wherever possible. We will notify you of the outcome in writing.

Making a formal complaint

If you would prefer to make a formal complaint, please write to the Practice Manager at The Arch Clinic address. Complaints received in writing follow a set procedure:

• Firstly, we will acknowledge the complaint within 48 hours and, after an investigation, we will arrange a meeting with you.
• Secondly, the clinic directors, practice manager and patient will attend the meeting.
• We will record details of the meeting and will work toward a resolution that is satisfactory for all parties involved.
• We will keep the patient informed throughout the complaints procedure process.

Further Complaints

Finally, if you are unsatisfied and wish to escalate your complaint, you can contact the relevant governing body or professional organisation:

Osteopaths: General Osteopathic Council
Doctor or Surgeon: British Medical Association
Physiotherapists: Chartered Society of Physiotherapy
Podiatrists: Society of Chiropodists & Podiatrists

This website is not a substitute for professional medical guidance. Any information contained within is for informational purposes only.

Gift Vouchers

Gift vouchers are valid for 12 months from the date of purchase, unless otherwise stated.