C.A.R.E Plan Terms and Conditions

These terms apply when Health in Motion Osteopaths recommends a C.A.R.E Plan and you are deciding whether to proceed with the plan and how to pay for it.

Our aim is to keep this clear and practical so you understand how your care works, what your payment options are, and what happens if your circumstances change.

In these terms, “practitioner” means an osteopath, physiotherapist or other suitably qualified allied health professional or clinician working with Health in Motion Osteopaths to provide musculoskeletal care.

1. About your C.A.R.E Plan

Your C.A.R.E Plan is the clinical treatment plan recommended for you following your initial consultation.

It is based on your symptoms, goals, health history, clinical findings and the professional judgement of your practitioner.

Your plan may include:

• The number of appointments recommended
• The suggested frequency of appointments
• The areas your practitioner intends to treat
• Advice, exercises or self-care recommendations
• The goals we are working towards together

The plan stays the same whether you choose to pay as you go or pay in advance. The payment option only changes how you pay for the appointments included in your plan.

2. Your plan is with Health in Motion Osteopaths

Your C.A.R.E Plan is with Health in Motion Osteopaths as a clinic, rather than with one individual practitioner.

We do our best to book you with the same practitioner for all appointments where possible.

If your usual practitioner is unavailable due to illness, emergency, holiday, timetable changes or other circumstances, we may offer you an appointment with another suitable practitioner so your care can continue safely and with minimal disruption.

If the clinic needs to cancel or move an appointment, we will offer you the earliest suitable alternative appointment. This may be with your usual practitioner or with another suitably qualified practitioner.

3. Deciding whether to proceed with the recommended plan

You are free to decide whether or not to proceed with the recommended C.A.R.E Plan.

Your practitioner will explain why the plan has been recommended and what it is intended to help with. You are welcome to ask questions before deciding.

If you choose not to proceed with the recommended plan, you can still book appointments with us on an ad hoc basis, subject to availability.

However, it is important to understand that if you do not follow the recommended plan, we may not be working towards the same objectives, timescale or clinical progression set out in your C.A.R.E Plan.

4. If you choose not to follow the recommended C.A.R.E Plan

If you decide not to follow the recommended C.A.R.E Plan, any future appointments may be treated as drop-in or patient-led appointments.

This means the appointment is guided by the symptoms, concern or priority you bring on the day, rather than by the full objectives and sequence set out in the original plan.

Drop-in or patient-led appointments may still be helpful, especially for short-term relief, flare-ups or specific concerns. However, they are not the same as following a structured C.A.R.E Plan.

When care is patient-led rather than plan-led, your practitioner may be responding to the issue you present with at each appointment, rather than working through the full treatment pathway originally recommended.

This may affect:

• The speed of your progress
• The continuity of your care
• The ability to work towards longer-term goals
• The likely outcome or timescale for improvement

Your practitioner may recommend a new review consultation if your symptoms change, if there has been a long gap in care, or if your original plan no longer appears suitable.

5. Pay-as-you-go option for your agreed plan

If you choose to pay as you go, you pay for each appointment as you attend.

You are not paying for the full plan in advance. However, the recommended appointment schedule still matters if you want to follow the plan as prescribed.

If you decide to stop attending before completing the recommended plan, please let us know so we can advise you on our recommended next step.

Pay-as-you-go appointments are charged at the clinic’s standard appointment rate at the time of booking or attendance.

6. Pay-in-advance option for your agreed plan

If you choose to pay in advance, you are paying upfront for the appointments included in your recommended plan.

Paying in advance will reduce the cost per appointment and will save you time at each visit.

The prepaid price, number of appointments included and recommended schedule will be confirmed in your C.A.R.E Report or payment confirmation.

Prepaid appointments are designed to be used within the recommended treatment period.

Unless agreed otherwise in writing, unused prepaid appointments expire 6 months from the date of purchase.

7. Appointment schedule and booking

Your C.A.R.E Plan is designed to be followed within the recommended timeframe, so you have the best opportunity to get the results we are working towards.

Following the recommended appointment schedule helps you build momentum and gives your body the best opportunity to respond.

We recommend reserving your C.A.R.E Plan appointments in advance so you have the best choice of suitable times.

The front desk team will ask to reserve appointments for you based on your preferred days and times.

Please check your appointment schedule carefully and tell us as soon as possible if any dates or times need to be changed.

You are responsible for adding agreed appointments to your diary and attending them within the recommended timeframe.

If you need to adjust the schedule, please speak to us as early as possible so we can help you stay on track with your intended progress.

If appointments are delayed, cancelled or spread out too far, this may affect the momentum of your care and the results we are working towards.

8. Cancelling or moving appointments

Please give at least 24 hours’ notice if you need to cancel or move an appointment.

Appointments cancelled with less than 24 hours’ notice, or missed without notice, may be counted as used.

We understand that genuine emergencies can happen. If something unexpected happens, please contact us as soon as you can and we will do our best to reschedule the appointment.

Repeated cancellations or missed appointments may affect your ability to complete the plan within the recommended timeframe and achieve your intended outcome.

9. Late arrival

If you are running late, please let us know as soon as you can.

If you arrive late, your appointment may still need to finish at the original end time so that we can stay on time for other patients.

Where there is not enough time to provide treatment safely or appropriately, the appointment may need to be rescheduled and may still be counted as used.

10. If the clinic needs to cancel or reschedule

Very occasionally, the clinic may need to cancel or reschedule an appointment due to practitioner illness, emergency, holiday, timetable changes, room availability or circumstances outside our control.

If this happens, we will offer you the earliest suitable alternative appointment.

This may be with your usual practitioner or another suitably qualified practitioner.

A change of practitioner does not automatically create a right to a refund where suitable alternative care is offered.

11. Refunds for prepaid C.A.R.E Plans

C.A.R.E Plans paid for in advance and purchased in clinic are usually non-refundable once treatment has started.

If you ask for a refund, we will review your request fairly.

If we agree to a refund in exceptional circumstances, any appointments already used will usually be charged at the standard pay-as-you-go rate, rather than the discounted prepaid rate.

Unused prepaid appointments may be held as clinic credit or refunded at our discretion, depending on the circumstances.

12. Unused prepaid appointments and clinic credit

Unused prepaid appointments will be held as clinic credit for up to 6 months from the date of purchase.

Clinic credit can usually be used towards suitable Health in Motion appointments or services.

Clinic credit is not automatically transferable to another person unless agreed by the clinic in writing.

Clinic credit has no cash value unless the clinic agrees to refund it.

13. Exceptional circumstances

We understand that life can change.

If illness, medical treatment or another significant life event affects your ability to attend, please contact us as soon as possible.

We may agree to pause, extend, transfer or review your plan at our discretion.

We may ask for relevant information so we can understand the circumstances and make a fair decision.

14. Clinical suitability

Your care may need to change if your symptoms, health or clinical presentation changes.

If your practitioner believes that treatment at the clinic is no longer suitable for you, or that you need medical review or another form of care, we may pause or stop treatment and discuss appropriate next steps with you.

This may include advising you to contact your GP, NHS 111, or another healthcare professional, depending on the nature of your symptoms.

15. Clinical results

Your practitioner will use reasonable care and skill when providing your treatment and advice.

Our recommended plans are based on our clinical experience of treating similar conditions in patients with similar characteristics to you.

Because every person’s body, health history, work demands and day-to-day life are different, we cannot guarantee a specific result or recovery timescale.

16. Exercises and self-care advice

Your C.A.R.E Plan may include exercises or self-care advice.

Please follow the instructions given and stop any exercise that causes pain, worsening symptoms or concern.

If you are unsure whether an exercise is suitable for you, please discuss it with your practitioner at your next appointment. If the exercise causes pain, worsening symptoms or concern, please stop and contact the clinic for advice before continuing.

Exercises and advice may need to be adapted to suit your capability, symptoms and progress.

17. Medical advice and urgent symptoms

Treatment at Health in Motion Osteopaths is not a substitute for urgent medical care.

Please seek medical advice promptly if you develop new, severe, worsening or worrying symptoms.

Depending on the symptoms and urgency, this may include contacting your GP, NHS 111, 999 or attending A&E.

18. Behaviour and boundaries

We aim to provide a calm, respectful and safe environment for patients, practitioners and staff.

We may refuse or stop treatment if a patient behaves in a way that is abusive, threatening, inappropriate or unsafe.

We may also stop treatment if trust and communication have broken down to the point where safe and effective care is no longer possible.

19. Prices and changes

Prices may change from time to time.

Any prepaid appointments already purchased will be honoured within the terms agreed at the time of purchase, subject to expiry dates and these terms.

If you return after your prepaid appointments have expired, new appointments will be charged at the current clinic rate.

20. Patient records and data protection

We keep clinical and administrative records relating to your care.

Your information is handled in line with our privacy policy and professional record-keeping obligations.

You can read our privacy policy here: privacy policy.

21. Questions, concerns or complaints

If you have a question or concern about your C.A.R.E Plan, appointments, payment options or these terms, please contact us as soon as possible so we can try to help.

If you wish to make a formal complaint, please review our feedback and complaints procedure here: feedback and complaints procedure.

22. Statutory rights

These terms do not affect your statutory rights.