Welcome to Natural Health Works Limited. We provide our service to you subject to the following terms and conditions of service:

Our Commitment to you:

1.      You will be examined and treated in line The Standard of Proficiency, a strict code of practise by a qualified Osteopath, Registered with The General Osteopathic Council.

2.      As part of your initial consultation, the Osteopath will explain their assessment of your condition and propose an appropriate treatment plan. This will be described to you, outlining any risks and where possible an estimated number or treatment sessions that will be required.

3.      We inform all our patients before treatment, explaining that they may experience some soreness / stiffness or even the possibility of a temporary aggravation of symptoms following certain treatments.

4.      You may decline any of the treatments proposed without prejudice.

5.      Your appointment(s) will be scheduled according to your needs and to the best of our ability.

6.      A letter of referral is normally required if a medical insurance claim is to be made for the cost of the treatment.

7.      A copy of your records and progress may be sent to your doctor/ referrer unless you request otherwise.

8.      The current fee structure is on display in the treatment room.

Your Commitment to us:

1.      In order for you to gain maximum benefit from your treatment with us we highly recommend that you supply all relevant information to your osteopath.

2.      It will be necessary for all patients or their next of kin to sign consent for treatment at the time of the initial consultation.

3.      If you wish to cancel your appointment we need a 24 hours notice period. After this time a cancellation penalty may be payable at Natural Health Works Ltd’s discretion.

4.      Payment may be made in cash, credit card or cheque.

5.      Payments for treatment(s) should be made before the end of an appointment or an alternative agreement has been made with the patient’s insurer.

Unauthorised outstanding payments over 30 days will attract interest at the rate of 5% above Nat West Base Rate.

Complaints

If you have a complaint or concern about any aspect of your treatment, please let us know as soon as possible.

Please give me the full details of your complaint and I will undertake to treat it seriously, deal with it promptly and learn from it by reviewing or, if appropriate, improving our standards.

Make your complaint to Carla Downton either in person, by phone on 07801 937960, by letter to Blacksmith House, First Avenue, Hook End, Brentwood, Essex CM15 0HL or in an email us using this form.

I will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure. I aim to:

  1. Find out what happened and what went wrong
  2. I will send you a letter within 14 days to ensure you receive an explanation and an apology if this is appropriate
  3. Identify what I can do to ensure that this problem does not arise again

British Osteopathic Association Complaints Resolution Service

If you feel uncomfortable complaining directly to me or do not feel that your complaint has been resolved to your satisfaction, you can speak to the British Osteopathic Association by ringing 0800 110 5857 or emailing boa@osteopathy.org.

General Osteopathic Council

If you are concerned about safety and you wish to instigate a formal complaint with the regulatory body, the General Osteopathic Council can be contacted on 0207 3576655. Please note that the General Osteopathic Council cannot award Compensation.