How can I book an appointment?
You can phone the surgery, or call to the surgery when passing. You need to let us know which Podiatrist you wish to have your appointment booked with.
What happens if I am unable to attend?
You should give us at least 24 hours notice, if possible, when you are unable to attend. Failed appointment slots will be charged for, if less than 24 hours notice is given. The notice is needed so that changed / cancelled appointment slot can be offered to another patient and the time slot is not lost.
Can you tell me how much my treatment will cost?
We can only confirm any enquiries about the cost of a consultation or course of treatment - made by phone, by email or by calling in person, after examining the feet and a full assessment. The Consultation Fees list is only meant as an indication of likely costs. The fee may be lower or slightly higher than expected. When we discuss an estimate and agree a fee and you allow us to carry out treatment - you will have to pay the fee.
Is the fee fixed?
Sometimes, the fee will be reduced, if we carry out a targetted treatment, rather than a full treatment.
The cost for a visit may reduce, as feet improve, and certain elements of treatment are not needed,
The fee may vary, as we will agree what you would like us to focus on in particular - a treatment plan will be drawn up for the patient on the first and each following visit; and the fee reviewed if necessary.
At first or subsequent appointments, visitors may have conditions that they are not aware of. They may have acquired a lesion or an injury since the last visit. The assessment of the feet and legs at first visit may have not shown up the condition. If there are extra elements of work, we may charge a small supplement to cover our time, materials etc..
Sometimes, we carry out the urgent part of a treatment plan, at one visit, and plan the other aspects for later visits - we will confirm the costs of later parts of your course of treatment.
We regularly review the fully detailed fee structure, which is displayed at the practice. Regular booked patients will be given notice of any fee adjustments prior to the fee being adopted.
Am I obliged to continue with treatment?
If the patient or their representative does not wish to recieve the treatment offered, they must say so before any work is carried out. The work can be carried out at a later date or declined without prejudice. The patient can request that only certain aspects of the treatment are carried out. This treatment plan will be written into the patients clinic notes. The clinician will accept a limited liability. The clinician may advise on treatment required; however, the clinician will not accept liability, if the patient declines the treatment advised.
Will I have to wait long on arrival?
Often, you will walk straight in to the clinic, on arrival, at your appointment time. Sometimes, you or a previous patient may have extra unforeseen needs, which may mean that we spend more time with clients to ensure everyone's urgent foot health needs are fully dealt with. This may cause a short delay to your own or the next patients appointment. At first visit, you may be asked to check and complete a health questionaire in the waiting area before you are seen.
How long will a treatment take?
We allocate time to allow us to carry out the treatment you require to a thorough professional standard. The time allocated is always a balance between being thorough and detailed in our work combined with being efficient. The thoroughness and skill level we use, on occasions, does mean slightly longer treatment times. Usually, because of the time taken by us, we achieve a good understanding of the foot or leg problem, good clinical outcome, and extended periods of comfort.
At the first visit which is usually slightly longer, as we take a detailed history, you can expect to be at the surgery for about 30 to 45 minutes depending on what is required to be done.
After the first visit, the length of follow on appointments will vary from 10 to 15 minutes to 90 minutes depending on what type of assessment and / or treatment is being carried out.
Sometimes when booking the first appointment, and discussing your needs; it will be decided that a detailed assessment and / or treatment is required; so, a longer appointment slot will be allocated - to prevent you needing two appointments / visits - saving your and our time, and avoiding compromising your consultation. A deposit may be taken to secure a long appointment slot at the time of booking.
When do I pay?
We may ask for a deposit to secure an appointment slot in the diary. This can be paid by card over the phone, or by cash if you call to book an appointment. The value of the deposit will be deducted from your fee due when you are treated.
Fees are due at the end of each consultation. Payment may be made by cash, cheque, debit card with no extra cost. If a credit card is used there may be a supplement to pay. If we follow up an outstanding fee for any reason, a minimum charge of £5 will be made to cover administration costs. We can provide you with reciepts per visit or as a summary at intervals during a course of treatment.
When we are making up individual customised insoles, and ordering in items specially for your needs, payment, may be asked for before work is carried out. We offer a money back scheme if the goods supplied do not suit your needs.
Why do you charge the level of fees that you do?
Our inclusive fees reflect the quality of professional care we provide, time and skill level we use to achieve a good outcome for our patients. The fees include specialised assessments - where needed. Also, any specific health condition related advice and notes given is included.
As practising members, our professional bodies require us to spend a minimum of 30 hours per year on clinical updating and training. This can represent more than a week when travel and independent study is added. The costs of travel, course fees, accommodation, textbooks, etc. and loss of earnings (whilst attending the course) all have to be shared across the fees charged to patients, as we have no other source of funding.
The fees structure, therefore, ensures that the costs of running a professional foot health service are fully covered, standards are maintained and practice development can occur in the short, medium and long term. After all the costs of running the service have been covered, tax and VAT paid, we aim to receive a reasonable income and be able to contribute to a pension retirement scheme where required.
The inclusive fees charged cover the costs of running the practice:-
Enhanced medical standard instrument sterilising / infection control / prevention measures / clinical waste disposal that all protect you from cross infection at and following your visit.
Clinical equipment enhancement / replacement / maintenance programme
Wide range of chairside medicaments / dressings and consumerables for clinical effectiveness
Continuing professional training and development for upto date care
'Out of hours' phone access for advice and emergency care where needed
Insurances that cover your visit, treatment, and ongoing care
Overheads of the premises, motor costs, VAT, Tax, Pension contributions etc.
For each consultation, there are related tasks before (eg preparation, cleaning) and after your visit (eg instrument care, cleaning, admin). This amounts, on average, to at least ten minutes per patient per visit.
How do I let you know if I wish to make a comment about my visit or treatment?
We have a compliments, comments and complaints scheme. We take the rare complaints we receive, seriously, using a good practice approach in line with ACAS.
So, if you were happy with your visit and wish to pass on a compliment - please let us know by contacting our surgery, by post or by email.
If you wish to make a comment about the service you experienced - please let us know by contacting us by phone, or post.
If you have any concerns or complaints about what has happened during your visit, the progress of treatment, or the tissue response; first discuss them with the surgery and the clinician. Alternatively, or secondly, you may wish to write to the surgery - describing the issues. We will aim to acknowledge and respond to your letter within 21 days. Any meetings or phone calls will be arranged at the end of clinics. If we are unable to resolve the matter, you may wish to contact our professional bodies whose addresses are:
The Society of Chiropodists & Podiatrists, 1 Fellmongers Path, Tower Bridge Road, London SE1 3LY; or,
Health & Care Professions Council, Park House, 184, Kennington Park Road, London SE11 4BU