Terms & Conditions

Please familiarise yourself with our terms & conditions below. Continuing with a booking is indicative of acceptance of these terms, conditions & practice policies.

Booking & Cancellation Policy

At Duality Health, we are dedicated to delivering the highest quality and the most efficient services to our patients. If an appointment is missed or cancelled with less than 24 hours’ notice, we are not able to offer this appointment to other clients.

A fee of the full appointment charge will be applied for all no-shows.

This charge is regrettable, but we are a busy clinic and there has been an increase in patients who do not let us know, or who do not attend.

This then blocks the slot that may have been used for other patients requesting appointments for urgent medical care.

Cancellation Policy

Cancellations of appointments will be subject to an administration fee of £25. Cancellations will be accepted, in writing, if received by Duality Health with more than 24 hours notice of the agreed appointment. Cancellations requested less than 24 hours prior to the agreed appointment will not be accepted and subject to the full cost of the agreed appointment. Non-attendance will also be liable to the full cost of the agreed appointment. The person undertaking the booking is responsible for any levies, charges or debts in this regard. Cancellation requests can be sent via email to: mail@dualityhealth.co.uk. Cancellations should include your name, DoB, the date and time of the appointment. Any deviation from this policy is at the discretion of the Practice Manager.

Re-Scheduling Policy

Re-booking of appointments for an alternative time/date will be subject to an administration fee of £25. Re-scheduling will be accepted if the request is received by Duality Health with more than 24 hours notice of the agreed appointment & subject to availability. No re-booking requests will be accepted less than 24 hours prior to the planned appointment and will be subject to the cancellation policy. The person undertaking the booking is responsible for any levies, charges or debts in this regard. Re-scheduling requests can be sent via email to mail@dualityhealth.co.uk. Requests should include your name, DoB, the date and time of the appointment. Please include a preferred date and time (this cannot be guaranteed). Any deviation from this policy is at the discretion of the Practice Manager.

Refunds

Refunds for eligible pre-payments or deposits will only be made to the card originally used to make the original booking.  Once we have processed your refund please allow up to 10 working days for the refund to appear on your statement as the time taken by your bank to credit the refund on your statement is outside of our control.

We cannot refund any medications, vaccinations, tests or treatments once they have been administered or dispensed.

DNA – Non-attendance of Appointments

Duality Health reserves the right to decline further appointments to those patients who do not attend appointments and do not adhere to the Terms & Conditions & cancellation & re-scheduling policy above.

 

Duality Health reserves the right to decline an appointment to any patient who have deviated from our Violent & Abusive Patient Policy.

Violence & Abusive Patients Policy

The practice will not tolerate violent or abusive behaviour .

Anyone verbally abusing either a member of staff or the public, or using inappropriate language, will be asked to leave the premises. The P.S.N.I. may be informed.

Anyone who is violent or causes damage will be removed immediately and barred from our services.

Patients will also be removed from the list and declined appointments in the following circumstances:

  • Violence and aggression towards staff or members of the public.
  • Damage to practice property or equipment.
  • Patients who the doctors are unable to manage clinically e.g. breach of contract with doctor regarding use of prescribed medicine
  • Break down in patient communication with Duality Health Ltd, its directors, employees or contracted staff
  • Slanderous or libellous communications regarding Duality Health Ltd, its directors, employees and contacted staff
  • Non-adherence to the Booking & Cancellation Policy

Patients who are disruptive and display aggressive and/or intimidating behaviour and refuse to leave the premises, staff are instructed to dial 999 for Police assistance, charges may then be brought against these individuals.

Consent Form – Please Read Before Booking

By continuing with my booking I can confirm that I have read the attached document explaining the procedure and common complications, I will have the opportunity for questions when attending with the clinician.

Read Me

The purpose of this document is to provide written information regarding the risks, benefits and alternatives of/to steroid injections for musculoskeletal conditions. This is supplementary to the discussion you have had with the doctor. It is important you fully understand this information so please read this document carefully.

THE PROCEDURE

After the skin surface is thoroughly cleaned, the area is entered with a needle attached to a syringe. At this point medications can be injected into the area. This may be a joint space, trigger point or soft tissue target. Corticosteroids are frequently used for these procedures as they are anti-inflammatory agents that slow down the accumulation of cells responsible for producing inflammation within the area. Commonly injected joints include the knee, shoulder, and small joints of the hand and feet. It is also used to decrease inflammation in other areas such as around tendons and other soft tissue areas.

BENEFITS

You might receive the benefit of relief from pain and swelling with this procedure but this cannot be guaranteed. Only you can decide if the benefits are worth the risk.

RISKS

Before undergoing one of these procedures, understanding the associated risks is essential. No procedure is risk-free. The following risks are well recognised, but there may also be risks not included in this list that are unforeseen by the doctors.

  • There may be allergic reactions to the medicines injected into joints, to tape or the chemicals used to clean the skin for instance.
  • There may be infection, although this is extremely rare.
  • You may develop ‘post-injection flare’ which is joint swelling and pain several hours after the corticosteroid injection. This only occurs in approximately one out of 50 patients and usually subsides within several days.
  • Joint damage may result from frequent corticosteroid injections. Generally, repeated, frequent and numerous injections into the same site should be discouraged.
  • De-pigmentation (a whitening of the skin) and/or local fat atrophy (thinning of the skin) at the injection site.
  • Rupture of a tendon located in the path of the injection if inadvertently injected.
  • Pain may be associated with this procedure and the healing process.

COVID related problems following steroid injections. Steroid injections may increase the risk of severe infection if COVID contracted. Steroid injections during the COVID-19 pandemic should be avoided and only done if absolutely essential and the patient understands these increased risks.

ALTERNATIVES

Oral pain medications, physiotherapy, surgery (where appropriate).

AFTERCARE

We would like you to remain in reception for 15 minutes post-procedure in case of any reaction

It is accepted practice that you rest the injected joint/area for 48 hours post injection

Sterile dressings can be removed after 24 hours

Any problems at all, the clinic can be contacted 7 days a week either by

phoning: 02830833666 or

emailing: mail@dualityhealth.co.uk