Kensington OsteoCare Policy

Here you will find all the information and guidance you need to know about Kensington OsteoCare.

This page was last edited on Monday 30th September 2024.

How to access the policy

  1. Available on the footer of the Kensington OsteoCare website. Accessible on every webpage

  2. Kensington OsteoCare booking page

  3. After booking, the policy will be provided in all automated email communications including, and limited to appointment confirmations, appointment reminders and appointment cancellation

  4. It is the responsibility for the patient to read the policy outside of their appointment time for clarification. It is not the practitioners responsibility to highlight information from the policy during the appointment

Accepting the policy

  1. We are to assume patients have accepted the Kensington OsteoCare policy once a booking has been confirmed. Patients are encouraged to contact Kensington OsteoCare for any clarification on policy terms prior to booking

  2. Patients have the right to cancel no less than 24 hours after their initial booking if they change their mind about accepting the policy. Cancellations can be made via the Kensington OsteoCare booking system.

  3. If patients cancel due to not accepting the policy, this must be stated in writing by emailing info@kensingtonosteocare.co.uk, to which Kensington OsteoCare will then remove all patients data and issue a refund

  4. If the patient wishes to rebook with Kensington Osteocare and do not cancel their booking within 24 hours, they have then agreed to the policy despite previously declining


Kensington OsteoCare Practitioners

  1. All of our practitioners are trained and qualified in their titled profession

    a. All practitioners are registered with the legal governing bodies (e.g. GoSC is a legal governing body that all UK practicing Osteopaths must be registered to). For qualifications such as massage therapy, it is not a legal requirement for practitioners to be registered.

    b. All practitioners hold a valid insurance policy that is personal to them and not tied to the business. Kensington OsteoCare check insurance policies every 6 months. Kensington OsteoCare are not liable for any issues occurring in regards to practitioners insurance

Bookings, deposits and refunds

Data and personal information

  1. Kensington OsteoCare follow the European rules around GDPR. All contact details received (Full name, phone number, email address, address, date of birth) during an online booking are then used on the Clinko booking software

  2. These details are then used to create what is called a 'profile'. This profile is where appointment notes and health records are stored

  3. Each practitioner have their individual booking software login that can only be accessed on password-protected devices.

  4. Personal details will only be accessed by practitioners during appointment times and when completing notes

  5. Patients may be asked for permission to contact them directly via email in regards to treatment or recovery. Patients have the right to refuse this form of contact.

  6. Patients email address are used only on the booking software system and MailChimp emailing system. If a patient wants to be removed from this system, they must either:

    a. Contact info@kensingtonosteocare.co.uk via email, to which a confirmation email of the removal will be sent

    b. Unsubscribe directly

Booking your appointment

  1. Patients must book their appointments via the following channels

    a. Via the booking page on the Kensington OsteoCare website

    b. Via the Kensington OsteoCare WhatsApp telecommunications

    c. Direct request from a Kensington OsteoCare practitioner

    d. During an appointment (as a next follow up)

Deposits and payment

  1. Some appointments may require a full payment or deposit for the appointment to be booked. The total paid will be deducted from the final sum of payment. This can be redeemed either via the booking channel or paid via invoice

Refunds

All refunds are down to Kensington OsteoCare's discretion. The following below are scenarios where Kensington OsteoCare have the right to decline a refund request:

  1. If the patient cancels their appointment with less than 24 hours notice

  2. If the patient is more than 15 minutes late

  3. If the patient fails to arrive for their appointment without notifying Kensington OsteoCare

  4. If the patient is knowingly unwell or infectious

  5. If the patient shows signs of being under the influence

  6. If the patient shows signs of inappropriate or aggressive behaviour

Patients are entitled to a refund for the following:

  1. If the appointment is cancelled by the clinic at any point

  2. If the appointment is running more than 15 minutes late

  3. If the practitioner shows signs of being under the influence, inappropriate or aggressive behaviour - to which will lead to a full investigation

What to expect from your appointment

Kensington OsteoCare aims to do its very best to ensure treatments and the plans are as effective as possible

We aim to provide you with a diagnosis when possible. This is subject to change

Healthcare equipments

This refers to all equipments used by Kensington OsteoCare

  1. All Kensington OsteoCare owned equipments used have been purchased via approved channels and are authorised for use

  2. All equipment used are checked every 8 weeks for quality control. The check is logged and evaluated to evaluate whether the equipment is safe to use, requires repair (example; battery replacement) or needs to be replaced.

  3. Kensington OsteoCare aim to replace equipments that require replacement within 2-3 weeks.

  4. If an equipment is evaluated and deemed unsafe, it will be removed from the clinic

  5. Practitioners at Kensington OsteoCare may have individual specialisations and prefer to bring equipments they are more comfortable in using or match their specialisation. These equipments are approved and logged with Kensington OsteoCare

  6. Any issues that may occur with a Kensington OsteoCare registered equipment, but not a Kensington OsteoCare owned equipment will be the responsibility of the practitioner involved and not the Kensington OsteoCare clinic

Respecting you as a patient

Inclusivity and welcoming all

People of all ages, nationalities, religious beliefs, disabilities and genders are welcome to visit and be treated by a Kensington OsteoCare practitioner; with equal care given to all.

  1. Children under 16 must attend appointments with a legal guardian. All children between the ages of 13-15 can attend appointments without their legal guardian but permission must be granted by a legal guardian in email prior to the appointment. The first appointment must also have been attended by the legal guardian.

  2. Your nationality can help answer questions in regards to your health. You may be asked, but only for reasons relating to your health and nothing else. You have the right to not disclose this information

  3. Religious beliefs can help answer questions in regards to your health but less so than your nationality. You may be asked, but only for reasons relating to your health and nothing else. You have the right to not disclose this information. Items that symbolise your religious beliefs may be asked to be briefly removed to help improve assessments and treatments but only if entirely necessary. Practitioners must give a justified explanation as to why this request may be asked. You have the right to refuse removal. This will not affect you receiving treatment.

  4. For those with a disability, Kensington OsteoCare may ask for patients to disclose their disability to allow the clinic an opportunity to make your experience at the clinic as comfortable and suitable for your needs. This declaration is only for reasons relating to benefitting your health and nothing else. You have the right to not disclose this information

  5. Please state your pronouns, preferred gender identity and other relevant information that helps to better identify you either prior or during your appointment. Errors with misidentification may occur during your appointment and practitioners will make a conscious effort to apologise and practitioners will always aim to prevent similar errors occurring. Questions in regards to gender may be asked as they can help give clarity on your current health. You have the right to not disclose this information but please note, this may make any given diagnosis inaccurate.

Allergies and conditions

  1. Kensington OsteoCare cannot guarantee the clinic will be sensitive to your allergies as we cannot guarantee patients before your visit were allergy friendly. However, the clinic space is cleaned and disinfected after every appointment

  2. Kensington OsteoCare do try to be considerate to those with allergies, here are some of the steps taken to be as safe as possible

    a. Hand sanitisers are provided for all patients and practitioners to use

    b. Practitioners washing their hands in between patients

    c. A base skin sensitive lotion is used during treatments

    d. Consent is always asked prior to using any additional skin products. Skin tests can be completed on request

Protecting your modesty

  1. Patients may be asked to remove certain items of clothing to help further with assessment and/or treatment. This will exclude any form of underwear or items in direct contact with the genitals

  2. Hook bras may be requested to be removed only when a surrounding area requires treatment. In most cases, patients can either be prone on the couch (laying on their stomach) and have the practitioner unhook; proceed with treatment; then re-hook the bra to maintain modesty. The patient also has the option for the practitioner to leave the room and allow time for the patient to remove the bra themselves.

  3. Kensington OsteoCare do not currently provide spare shorts or tops to be worn during treatment. Kensington OsteoCare email communications (including booking confirmations and booking reminders) encourage patients to provide items that may bring more comfort during treatments. Practitioners are also responsible for communication directly with patients during appointments if they deem it is necessary for shorts or tops to be beneficial during their next appointment

  4. Patients have the right to keep any garments on during assessment or treatment. Depending on the layering and the garment of choice, this may create inaccuracy in any provided diagnosis and restrict the effectiveness of the treatment provided. Kensington OsteoCare have the right to refuse particular treatment methods if this choice makes the treatment be deemed unsafe

Respecting us as practitioners

Inappropriate behaviour

Casual conversations happen during appointments and is encouraged for patients to express themselves whilst under Kensington OsteoCare's care. Things may be said in conversation that may be perceived negatively but practitioners are encouraged to use their discretion within reason. What is not accepted is:

  1. Questions relating to sexual orientation, relationship status or personal life with the intention and attempt to make any romantic connection

  2. Comments in regards to the practitioners race or religious beliefs that can be deemed as racial or religious discrimination

  3. Political views and its encouragement or engagement within the topic

  4. Inappropriate language or behaviour used directly to the practitioner or to refer or describe any individual

The practitioner has the right to discontinue treatment at any point on the grounds of the above and when the practitioners safety is at risk. Patients who have had their treatments discontinued are no entitled to a refund

Declaration of health prior to visiting the clinic

  1. Patients with minor, seasonal colds and flu's are allowed to attend their appointments but may be required to wear a mask, which Kensington OsteoCare will provide. If a mask is refused to be worn, Kensington OsteoCare have the right to refuse treatment

  2. Patients are strictly not allowed to attend their appointment when they knowingly have an infectious condition. This includes and is not limited to bacterial and viral infections. Appointment reminder emails will state this as a caution

  3. Patients who are found to have an infection will be asked to leave and are allowed to rebook after a certain period of time; to which the practitioner will make clear how long this time is. This time will depend on the infection

  4. Kensington OsteoCare have the right to refuse a refund if a patient is found to be aware of their infection prior to attending their appointment

Complaints

We are sorry that you are unhappy with the service you were provided with. Please see below the steps to take to help find the best solution to your problem

  1. Write an email to us directly stating your concerns. The subject title of the email must state the word 'complaint' or the email can be assumed as general feedback. Please state what email address you wish to receive a response to; emails without this detail will receive a response to the email address being contacted from. This email must be sent to info@kensingtonosteocare.co.uk and this email address only. We cannot guarantee data protection or privacy otherwise.

  2. Kensington OsteoCare aims to respond to all complaints within 7 working days. In this time, Kensington OsteoCare will make the necessary investigations.

  3. Your response will be received from the info@kensingtonosteocare.co.uk email address and in a separate email from the initial contact. This response will be in an email form. The response will include details of next call of action, to which the patient making the complaint must complete within 7 working days from the date the email was sent or the case will be assigned as resolved and closed.

  4. Contact details for the General Osteopathic Council will be provided

  5. Kensington OsteoCare refund policy can be seen in 'Bookings, Deposits and Refunds'

Kensington OsteoCare

Careers

Policy

Contact

Info@kensingtonosteocare.co.uk