What to expect

Here’s What To Expect

The initial consultation and treatment will last approximately 1 hour. This will involve a detailed case history, which will include any previous medical history such as any serious illnesses, accidents, broken bones, or operations which you have had since birth up to the present day. Any of these may have a bearing on your current problem.

An examination will then be carried out and you may be asked to perform simple movements to aid in the understanding and assessment of your situation. In addition other tests such as blood pressure, reflexes, joint mobility and muscle strength may also be performed.

A diagnosis will be made based on your case history and examination findings; this will then be discussed with you before beginning treatment. The Osteopath may ask you to visit your doctor or suggest other treatments or investigations which may be helpful in solving your problem.

A treatment plan will be made if osteopathic treatment is indicated which will also incorporate advice on diet, lifestyle and exercise.

Sometimes more than one session is needed in order to not only relieve pain but to rehabilitate and help prevent future recurrences of the problem. Additional treatment sessions are half an hour. At any time during your appointment you can ask your osteopath to stop treatment and explain anything they have said or any techniques performed. As with your GP, all personal and clinical information is dealt with in the strictest confidence.

Clinic Policy: What to expect from your first visit

  • You will be seen by a fully qualified and registered osteopath. If you have a preference as to who you see whether this is
  • The first session will last approximately 60 minutes, and further sessions will last approximately 30 minutes (unless otherwise advised)
  • Your Osteopath needs to know about your health, past and present. As part of this you will be asked detailed questions about your current complaint, medical history, general health and any medication you are taking.
  • The osteopath will carry out a physical examination, sometimes incorporating medical equipment to help with your diagnosis.
  • Your osteopath will normally ask you to remove some of your clothing to perform a simple series of movements. If you feel uncomfortable, you may wear shorts and a t-shirt, swim suit top or use the gown available.
  • You may bring a chaperone with you, this can be a friend or relative
  • Osteopaths use touch to identify key points of weakness or excessive strain in the body. You will usually be treated lying down on a treatment couch.
  • Osteopaths usually start any treatment by releasing and relaxing muscles and stretching stiff joints using gentle massage techniques, rhythmic joint movements and muscles release techniques. They may also carry out spinal manipulations. These are short quick movements to joint in order to help them restore normal joint function and mobility.
  • Your osteopath may show you exercises to do at home and suggest ways you could improve your posture.

Clinic Policy on gaining patient consent

  • All consent must comply with GOsC guidance below.
  • All consent verbal or written bust be recorded in patient notes at time of giving it (or removing it)
  • Consent to be sort before any examination and treatment and recorded appropriately in the notes.
  • If moving of underwear needs to be moved. Consent to be before moving position of underwear and when replacing it to its original place.

GOsC GUIDANCE

  1. For consent to be valid, it must be given:
    1.Voluntarily.
    1.2.By an appropriately informed person.
    1.3.With the capacity to consent to the intervention in question.
  2. The patient needs to understand the nature, purpose and risks of the examination or treatment proposed. The patient must then be free to either accept or refuse the proposed examination or treatment. Some patients may need time to reflect on what you have proposed before they give their consent to it.
  3. Gaining consent is a fundamental part of your practice and is both an
    ethical and legal requirement. If you examine or treat a patient without their consent, you may face criminal, civil or GOsC proceedings.
  4. Where your diagnostic examination and treatment are carried out simultaneously, consent may be best obtained by explaining your approach, describing the types of treatment methods you might like to use and setting the parameters within which you will work. If the patient consents to you proceeding on this basis, you may do so. If the patient expresses concern that you are going outside the agreed treatment plan, you must stop the treatment.
  5. Before relying on a patient’s consent, you should consider whether they
    have been given the information they want or need, and how well they understand the details and implications of what is proposed. This is more important than how their consent is expressed or recorded.
  6. Patients can give consent orally or in writing, or they may imply consent by complying with the proposed examination or treatment, for example, or by getting ready for the assessment or care.
  7. The validity of consent does not depend on the form in which it is given. Written consent may serve as evidence of consent but if the elements of voluntariness, appropriate information and capacity have not been satisfied, a signature on a form will not by itself make the consent valid.
  8. It is particularly important to ensure that your patient understands and
    consents to the proposed examination or treatment of any intimate area before it is administered. Intimate areas include the groin, pubis, perineum, breast and anus, but this list is not exhaustive. Some patients may regard other areas of their body as ‘intimate’.
  9. Valid consent does not always have to be in writing. However, if you
    are proposing a vaginal or rectal examination or technique, written consent should be obtained. You should ask the patient to provide their valid consent in writing, by signing a consent form. This form should be placed in the patient’s records. You may also ask patients to provide their consent in writing for other procedures.

10.The law recognises that some patients – because of illness or mental capacity – are not competent to give consent for an examination or treatment. This is because they may not be able to absorb or weigh up the information and make an informed decision.

11.When an adult lacks mental capacity, decisions about their treatment must be taken in their best interests and in accordance with relevant legislation. Further details on the relevant legislation are provided in the GOsC guidance document Obtaining Consent.

12.You should involve children and young people as much as possible in discussions about their care, even if they are not able to make decisions on their own.

13.Before you examine or treat a child or young person, you should ensure that you have valid consent. Obtaining consent for treatment to be given to a child or young person is a complex issue: the guidance given below is a summary only and provides advice on the more common scenarios that present in practice. Further details are provided in the GOsC guidance document Obtaining Consent. Note that in the summary below a ‘child’ is a person under the age of 16 years and a ‘young person’ is a person aged 16 or 17 years.

14.A child may have the capacity to consent, depending on their maturity and ability to understand what is involved. You will need to use your professional judgement in assessing the capacity of each patient under 16 years. You are strongly advised, wherever possible, to involve the child’s parent when seeking consent.

15.If a child with capacity gives their consent to treatment, a parent cannot override that consent.

16.If a child lacks the capacity to consent, you should ask for their parent’s consent to treatment.

17.A young person can be treated as an adult and can be presumed to have the ability to make decisions about their own care. Nevertheless, you will need to use your professional judgement to assess whether the young person in fact has the maturity and ability to understand what is involved in the treatment you are proposing for them because, as with adults, consent must be valid (see A4, paragraph 1).

18.The position in relation to young people who lack capacity differs across the UK. In England, Wales and Northern Ireland parents may, in some circumstances, be able to give consent to treatment for their 16 or 17 year old son or daughter without capacity, while in Scotland young people without capacity are treated in the same way as adults who lack capacity. Further details are provided in the GOsC guidance document Obtaining Consent.

19.If a young person with capacity gives consent to treatment, that consent cannot be overridden by parents.

20.If a child or young person with capacity refuses treatment, that refusal may, in certain circumstances, be overridden. The need to override refusal of osteopathic treatment is likely to be rare, however, and in such an event you should refer to the GOsC guidance document Obtaining Consent and/or seek legal advice.

Clinic Policy: Contacting patients

  • Patient contact to be only done for the benefit of the patient. This includes checking up with health and progress, exercises and Billing. This should be kept to a minimum outside clinic visits.
  • All patient contact other than appointment and billing enquires to be added to the patient notes at the time of the call.
  • Patients to be contacted during clinic hours. 8AM-730PM Monday to Friday and 9-1pm on Saturdays. Anything outside this is for emergency’s only.
  • Telephone Calls: Patients to be contacted should be done so via the work landline if in the office.  If patients need to be contacted outside office hours then the work Landline while at the clinic. If it is necessary to contact a patient while not in the clinic then this should be done from a dedicated work number (not personal mobile), if there is occasion to use your personal mobile then the caller ID should be switched off.
  • Text conversation: Patents should not have your personal mobile. If they have already and a patient does contact you via a text. Reply should still be via the telephone or by an email.
  • Email: All email correspondence should be via the work email addresses. Do not cc’ anyone in who has not expressly given there permission to be done so.
  • Social Media: We have a work account for both Facebook account and Instagram. Contact through these accounts is encouraged. Contact from any personal account is not allowed. These accounts are used mainly for marketing. Anything clinical is not recommended via social media.

Clinic Policy: GDPR and Privacy notice.

1 – Scope

This privacy notice (sometimes referred to as a privacy policy or privacy statement) concerns personal data, which is defined as information concerning any living person (a natural person who hereafter will be called the Data Subject) that is not already in the public domain.

The UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR), seek to protect and enhance the rights of UK data subjects. These rights cover the safeguarding of personal data, protection against the unlawful processing of personal data and its storage within the UK.

1 – Your Practice Hove Osteopathic Clinic based at 233 New Church Road which hereafter for the purposes of this privacy notice will be referred to as the Osteopaths, is pleased to provide the following information:

2 – Who we are

The Osteopaths diagnose and treat musculoskeletal conditions. Treatments are carried out in accordance with the Institute of Osteopathy patient’s charter http://www.iosteopathy.org/osteopathy/patient-charter/. We rent out rooms to other clinicians including physiotherapists and massage therapists.  We do not give or share any data with these clinics or individuals. If you give data directly to these business you will also need to check their Privacy policy.

3 – Personal Data

  1. a) For the purposes of providing treatment Osteopaths may require detailed medical information. We will only collect what is relevant and necessary for your treatment. When you visit our practice, we will make notes which may include details concerning your health, medication, treatment and other issues affecting your musculoskeletal conditions. This data is always held securely, is not shared with anyone not involved in your treatment, although for data storage purposes it may be handled by pre-vetted staff who have all signed an integrity and confidentiality agreement. To be able to process your personal data it is a condition of any treatment that you give your explicit consent to allow Osteopaths to document and process your personal medical data. Contact details provided by you such as telephone numbers, email addresses, postal addresses may be used to remind you of future appointments, provide reports or other information concerning your treatment.
  2. b) For marketing purposes, the Osteopaths may also use the contact details provided by you to respond to your enquiries including making telephone contact and emailing information to you which the practice believes may be of interest to you.
  3. c) In making initial contact with the practice you consent to Osteopaths maintaining a marketing dialogue with you until you either opt out (which you can do at any time) or we decide to desist in promoting our services. Osteopaths may occasionally also act on behalf of its patients in the capacity of data processor, when we may promote other practitioners based at our premises, who may not be employed by us. Osteopaths do not broker your data and you can ask to be removed from our marketing database by emailing or phoning the practice using the contact details provided at the end of this privacy notice.
  4. d) Some basic personal data may be collected about you from the marketing forms and surveys you complete, from records of our correspondence and phone calls and details of your visits to our website, including but not limited to, personally identifying information like Internet Protocol (IP) addresses.
  5. e) Osteopaths’ website uses cookies, which is a string of information that a website stores on a visitor’s computer, and that the visitor’s browser provides to the website each time the visitor returns. WordPress.org uses cookies to help Osteopaths to identify and track visitors and their website access preferences. Osteopaths’ website visitors who do not wish to have cookies placed on their computers should set their browsers to refuse cookies before using Osteopaths’ website.
  6. f) Osteopaths will only collect the information needed so that it can provide you with the services required.

4 – Legal basis for processing any personal data

To meet our contractual obligations obtained from explicit Patient Consent and legitimate interest to respond to enquiries concerning the services provided.

5 – Legitimate interests pursued by Osteopaths

To promote treatments for patients with all types of musculoskeletal problems including back pain and neck pain, tennis elbow, frozen shoulders, sciatica, headaches, sports injuries, and other degenerative conditions.

6 – Consent

Through agreeing to this privacy notice you are consenting to Osteopaths processing your personal data for the purposes outlined. You can withdraw consent at any time by using the postal, email address or telephone number provided at the end of this privacy notice.

7 – Disclosure

Osteopaths will keep your personal information safe and secure, only staff engaged in providing your treatment will have access to your patient records, although our administration team will have access to your contact details so that they can make appointments and manage your account. Osteopaths will not disclose your Personal Information unless compelled in order to meet legal obligations, regulations or valid governmental requests. The practice may also enforce its Terms and Conditions, including investigating potential violations of its Terms and Conditions to detect, prevent or mitigate fraud or security or technical issues; or to protect against imminent harm to the rights, property or safety of its staff.

8 – Retention Policy

Osteopaths will process personal data during the duration of any treatment and will continue to store only the personal data needed for eight years after the contract has expired to meet any legal obligations. After eight years all personal data will be deleted, unless basic information needs to be retained by us to meet our future obligations to you, such as erasure details. Records concerning minors who have received treatment will be retained until the child has reached the age of 25.

9 – Data storage

All Data is held in the United Kingdom. We use an online system called Cliniko to store patients notes and appointments. Please see cliniko’s privacy policy here https://www.cliniko.com/policies/privacy/

10 – Your rights as a data subject

At any point whilst Osteopaths is in possession of, or processing your personal data, all data subjects have the following rights:

  • Right to information – you can ask for information about what data is being processed and the rationale for such processing.
  • Right of access – you have the right to request a copy of the information that we hold about you.
  • Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
  • Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records.
  • Right to restriction of processing – where certain conditions apply you have a right to restrict the processing.
  • Right of portability – you have the right to have the data we hold about you transferred to another organisation.
  • Right to object – you have the right to object to certain types of processing such as direct marketing.
  • Right to object to automated processing, including profiling – you also have the right not to be subject to the legal effects of automated processing or profiling.

In the event that Osteopaths refuses your request under rights of access, we will provide you with a reason as to why, which you have the right to legally challenge.

At your request Osteopaths can confirm what information it holds about you and how it is processed.

11 – You can request the following information:

  • Identity and the contact details of the person or organisation (Osteopaths) that has determined how and why to process your data.
  • Contact details of the data protection officer, where applicable.
  • The purpose of the processing as well as the legal basis for processing.
  • If the processing is based on the legitimate interests of Osteopaths and information about these interests.
  • The categories of personal data collected, stored and processed.
  • Recipient(s) or categories of recipients that the data is/will be disclosed to.
  • How long the data will be stored.
  • Details of your rights to correct, erasure, restrict or object to such processing.
  • Information about your right to withdraw consent at any time.
  • How to lodge a complaint with the supervisory authority (ICO).
  • Whether the provision of personal data is a statutory or contractual requirement, or a requirement necessary to enter into a contract, as well as whether you are obliged to provide the personal data and the possible consequences of failing to provide such data.
  • The source of personal data if it wasn’t collected directly from you.
  • Any details and information of automated decision making, such as profiling, and any meaningful information about the logic involved, as well as the significance and expected consequences of such processing.

12 – To access what personal data is held, identification will be required

Osteopaths will accept the following forms of ID when information on your personal data is requested: a copy of your driving licence, passport, birth certificate and a utility bill not older than three months. A minimum of one piece of photographic ID listed above and a supporting document is required. If Osteopaths is dissatisfied with the quality, further information may be sought before personal data can be released.

All requests should be made to info@hoveosteopathicclinic.co.uk or by phoning 01273 308410 or writing to us at the address further below.

13 – Complaints

In the event that you wish to make a complaint about how your personal data is being processed by Osteopaths you have the right to complain to us. If you do not get a response within 30 days you can complain to the ICO.

The details for each of these contacts are:

Hove Osteopathic Clinic

Registered as Richard Skudder Ltd Company number:  09208571

Telephone 01273 208 410     or email:info@hoveosteopathicclinic.co.uk

ICO

Organisation name: Richard Skudder Ltd 

Reference: ZB155183 

Wycliffe House, Water Lane, Wilmslow, SK9 5AF

Telephone +44 (0) 303 123 1113 or email: https://ico.org.uk/global/contact-us/email/

Clinic Policy on handling complaints:

All complaints to go Via Practice manager Emily. All complaints to be dealt with as soon as possible. Ideally within the first 24-48 hours.

Guidance on complaints:

  1. listen – aim to diffuse the patient’s feelings and clarify the exact nature of the problems

empathise with the fact the patient has a problem, not accepting any blame

  1. don’t justify, argue or make excuses – just stick to the facts, keep off what happened in the past and focus on what is going to happen now
  2. ask questions – this will give you more detailed information about the specific complaint and allow you to see a way through to a possible solution to the problem
  3. agree a course of action – it is essential to find a solution which is satisfactory for the patient and from your practice’s point of view
  4. ensure the course of action is carried out – if you agree with the patient that something will happen by a certain date, you must ensure it happens. If it hasn’t, you must take action to avoid making the problem even more serious

 

Dealing with Angry Patients

Nobody has to listen to abuse passively but you should not fall into the trap of reacting and matching the angry behaviour so that a heated argument ensues.

Don’t:

  • get angry
  • be defensive
  • take it personally
  • give a flat ‘no’ – try to offer alternatives
  • allocate blame
  • make promises you cannot keep

Do:

  • be professional, understanding and patient
  • let the patient ‘blow off steam’ before attempting to deal with the problem
  • show you care about how the patient feels and do your best to help
    find out what the problem really is, listen carefully and check your
    understanding
  • agree an achievable solution and deliver it

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