Terms & Conditions

Core Physio Terms & Conditions

  1. Agreement: This agreement is between (patient) and Core Physio, (including Bothwell Medical Rooms) a company registered in Scotland.
  2. Standard Charges: For our current charges please see our price list tab.
  3. Insurance company payments: Core Physio is a registered provider with all the major medical insurance companies. We are prepared to invoice the insurance company directly on your behalf provided you give us the appropriate registration/membership number and claim or authorisation number where required at your initial assessment. We are unable to invoice insurance companies retrospectively on your behalf. Please note that you are responsible for payment where there is insufficient cover, an insurance company rejects a claim or an excess exists in your policy. This agreement is between yourself and Core Physio and you are ultimately responsible for all invoiced payments.
  4. Payment methods: Self-paying patients are required to pay for their session in advance or on the day. Our physiotherapists are able to receive cash/cheques in the clinic or you may pay over the telephone by credit/debit card on 0800 054 6430. Cheques should be made payable to Core Physio and any invoice number written on the reverse.
  5. Non-attendance and cancellation: If you do not attend an appointment or cancel your appointment within 24 hours prior to the appointment time the full charge for the appointment will be levied unless exceptional circumstance applies.  For Diagnostic services and Injection Services, 48 notice is required for cancellations.  For diagnostic and injection services, a full fee is due for cancellations within 24 hours and 50% for cancellations made 24-48 hours before appointments.  This includes appointments that are rescheduled at the discretion of Core Physio.  Bookings cancelled by email or telephone over weekends will be classed as cancelled at 9 am Monday.
  6. Block bookings/Advance payments – All block bookings/advance payments are non-refundable.  Bookings of 5 sessions must be used within a 3-month timeframe and 10 sessions within a 5-month timeframe.  These appointments cannot be transferred.
  7. Access to medical records: Core Physio agrees to supply photocopies of records to you or a third party subject to receipt of the request in writing with your full signature.  Included must be your full name, address, postcode, date of birth, email address, telephone number, and approx date of attendance.
  8. Discharge reports/Onward Referral: As a matter of good practice your physiotherapist may send a discharge report to your general practitioner or consultant.
  9. Complaints Procedure: If you have a complaint please contact the office in writing to Managing Director, Core Physio, New Douglas Park, Hamilton, ML3 0FT
  10. Late Payment: We request all invoices be settled immediately upon receipt. An administrative charge may be added to any further correspondence relating to the collection of the monies due. If subsequent overdue invoices or letters are not settled we will seek reimbursement via a debt recovery service.
  11. Room rental for outside practitioners is for an agreed half and full-day rate.  All rates are monthly in advance with a 1-month deposit required.  For any cancellations, a 1-month notice is required in writing or by email.

Medical Insurance

Medical Insurance and Payments

We will invoice the relevant insurance provider for the cost of your treatment; however, you are still liable for the payment of our fees in full. To enable us to do this we would need you to provide us with your insurance membership details, policy number and a valid pre-authorisation code for the proposed treatment.

It is important to note that, depending on your individual policy, your private medical insurance may not cover all of our fees; this could be the result of excess payable on your policy, or that your policy may not cover certain treatments.

If your insurance company does not cover the cost, it is expected that you will cover the full balance. Once we are notified of an excess payment that’s due on your policy, your allowance has been exhausted or our claim has been rejected for whatever reason, any fees will be invoiced directly to you.

Direct Payments

When you are required to pay the full cost of your treatment, we will take payment by cash or by credit/debit card on the premises at the time of each appointment. We can also provide you with a full receipt by email if you need to reclaim this charge from your insurer.

Late Payment

Any ongoing treatment may be suspended or cancelled if our fees and expense are not paid in full when due. In the unfortunate event that we need to enforce payment from you, you will be liable for all the incurred costs.

Cancellation Policy

Reminder emails and/or text messages are sent as a courtesy to all our clients, however, the onus is on you to keep a record of all of your future appointments. To cancel any physiotherapy appointment, we require at least 24 hours’ notice.  For Diagnostic and Injection services we require 48 hours’ notice.  Cancellations made within 48 hours for those services will incur 50% of the fee to the full fee.


When further treatment or imaging is required we may refer you to a third party, whereby we will send a referral letter, after which the responsibility is on you to arrange an appointment with them.

Once under their care, you will be bound by the terms and conditions of that third party and we undertake no liability with respect to that third party.

Consent to treatment

Medical and therapeutic problems, procedures, and treatments can be at times confusing for patients. Our clinicians will not begin any form of objective assessment, or indeed treatment unless you have given your consent.

This may be given verbally, or for some interventions such as injections, written consent may be required.

We make every effort to help you fully understand our diagnosis, the recommended procedures, and any treatment that may be involved. We welcome any queries on anything that you may be uncertain of, or if you simply require more information.

We also require that you make us aware of any factors that could affect your treatment or diagnosis. If necessary, we can also send correspondence to your GP.

What to expect from your assessment

During your initial consultation, your Physiotherapist will ask you some questions about your symptoms and will then ask to assess the problem area.

In order to properly assess you, your Physiotherapist may need to see the affected area. For a lower limb condition, it would be useful if you could bring a pair of shorts to change into, similarly for an upper limb condition bringing a vest top to change into would be useful.

For a lower back condition, it would be useful to bring both shorts and a vest top so that the Physiotherapist can see the whole of your spine and lower limb, or problems contributing to your symptoms may not be picked up.

If you feel uncomfortable about the examination, you can bring someone with you or ask us to arrange for a chaperone to be present during the examination.  A chaperone is present for all internal diagnostic services.

Please feel free to ask any questions that you may have at any time during your session, your Physiotherapist will be more than happy to explain things to you.

After your assessment, your Physiotherapist will discuss their findings with you and propose a treatment plan tailored specifically to your own goals.

Get in touch to schedule your first appointment.