Our Terms and Conditions

Our aim is to provide integrated advice, examination and health care tailored to the population of Surrey and the surrounding area. All our therapists are recognised by professional bodies and follow post-graduate training as required. We work together as a team and may liaise with and consult each other, when necessary, for the benefit of the patient. The therapists at Luck’s Yard Clinic have been selected for their skill and integrity and will strive to give each patient the best care possible.

We would strongly request that you park in the Council car park opposite the parade of shops in Milford, next to the GP Surgery, and simply walk across the road, turn left by the corner shop into Portsmouth Road and the Clinic will be seen on the left hand side. The two parking spaces outside the Clinic are reserved for those with difficulty walking, or with very young babies.

We strive to run an efficient Clinic and therefore ask you to arrive five minutes early for your first appointment to allow for completion of any necessary paperwork. Please let us know 24 hours in advance if you are unable to make the appointment, otherwise a cancellation fee may be charged. If you are under the age of 16 you need to be accompanied at all times by your parent or guardian.

Please note that we now request payment in full for all New Patient appointments for all therapies. If you book online you will be asked to complete your payment card details and your account will be debited after your appointment. If patients book via Reception we will ask you to pay with your card over the phone.

Cancellation: If you need to cancel and decide not to reschedule your booking, a full refund will be given provided cancellation is within 24 hours of your appointment.

Please make sure that you have authorisation from your insurance company if you intend to claim for your treatment, and if necessary a referral from your GP. We charge patients on each visit and can provide you with receipts so you may use these for your claim.

We aim to be approachable and encourage you to speak to us regarding your treatment or any other queries you may have.

BEHAVIOUR POLICY

Any incident in which a member of the Luck’s Yard Clinic staff is abused, threatened or assaulted in circumstances relating to their work is unacceptable and will not be tolerated. This includes the serious or persistent use of verbal abuse, aggressive tone and/or language and swearing/foul language.

Staff should not be left upset and distressed following an interaction with a patient.

In very rare circumstances, if the trust between Luck’s Yard Clinic and a patient breaks down, we may find it necessary to end the professional relationship. For example, if a patient has persistently acted inconsiderately or unreasonably. This includes unnecessarily persistent or unrealistic service demands that cause disruption or distress.

If you are unhappy with the quality of our services you have the right to register with another practice without notifying us. Similarly, on the very rare occasions when a patient breaches this policy, we have the right to remove the patient from our Practice list.

We look forward to being of help to you and your family now and in the future.