- Introduction
Welcome to South West Podiatry (“we”, “us”, or “our”). We are a private podiatry clinic providing podiatric medical services to self-pay patients and those with private medical insurance. Our Head Office is located at 12 Smiths Yard, Earlsfield, London, SW18 4HR, with additional satellite clinics across various locations. We also conduct virtual consultations from our head office. By using our services, website, booking an appointment, or attending our clinics, you agree to comply with and be bound by these Terms and Conditions which will be updated from time to time. If you do not agree, please refrain from using our services.
- Services Provided
Our clinics provide podiatric assessments, treatments, and related services. The availability of specific services may vary by location and is subject to change without notice.
- Appointments and Cancellations
- Appointments must be booked in advance and are subject to availability.
- Cancellations or rescheduling require at least 24 hours’ notice. Failure to provide sufficient notice will result in a cancellation fee.
- We reserve the right to refuse or cancel an appointment at our discretion.
- Fees and Payments
- Our clinic operates on a self-pay and private medical insurance basis. Every appointment has an associated fee and some appointments form part of a pre paid package.
- Fees for services are payable at the time of appointment unless, paid prior or pre-approved by an insurance provider.
- We accept card payments only.
- Patients using insurance remain responsible for any co-payments, deductibles, or costs not covered by their policy.
- If you are struggling to pay your bill, please contact accounts@swpodiatry.co.uk within 30 days of receiving your invoice.
- Service fees may change periodically. When fees are updated, we will post notifications on this page: Pricing – South West Podiatry. We will make every effort to notify you of any fee increases within a reasonable time before your appointment. However, due to market changes, please check the above page link for live fees and for the latest updates.
- Attending clinic using Private Medical Insurance
- If using private medical insurance, it is the patient’s responsibility to confirm appropriate pre-authorisation and coverage before the appointment.
- While we may invoice insurers directly, the patient remains liable for any unpaid amounts.
- We work with many major private medical insurance companies, for further information, click: Pricing – South West Podiatry or email accounts@swpodiatry.co.uk
- Denied claims or excess charges must be settled by the patient within 30 days to avoid late payment fees or escalation to debt management.
- Consent:
- New patients must complete an online or paper new patient form, which signifies acceptance of the terms and conditions outlined here. Existing patients may be asked periodically to update their records by completing a new form.
- Verbal or informed consent is required before any examination, treatment, or procedure. This will be documented in your patient record.
- Patients will be provided with sufficient information regarding the benefits, risks, and alternatives to any proposed treatment to ensure informed consent.
- Written consent will be obtained for treatments involving significant risk, including surgical procedures, injections, and invasive treatments.
- Patients have the right to withdraw consent at any time before or during treatment.
- Where a patient lacks capacity to consent, treatment decisions will be made in accordance with the Mental Capacity Act and in the patient’s best interests. Full training is provided to our team members on an annual basis.
- For patients under 16 years of age, parental or guardian consent is required unless the patient is deemed Gillick competent to provide informed consent.
- Documentation of consent discussions, including any refusal of treatment, will be recorded in the patient’s clinical notes.
- We require your consent to take photos for your medical records, treatment, or educational purposes.
- Images for treatment monitoring:
We will always ask for your permission before taking photos (verbal consent). We use personal phones to capture anonymous images (no faces or identifying details) and send them securely via the company’s email app (M365 with MFA) toÂ
info@swpodiatry.co.uk. Our patient care team will then upload these images to your medical record. We use dermoscopy in the same way.
- Images for educational purposes and / or marketing:
If you consent for the use of your anonymous image to be used for educational or marketing purposes, we will always ask for your permission (verbal consent).
- You can refuse or withdraw consent at any time
- Treatment monitoring photos are stored within our practice management software within your medical record. Our team are aware that, once uploaded to your record, your images should be deleted from individual phones.
- You can still receive treatment without consenting to photos, though they may be needed for accurate records.
- Refunds and Complaints
- Refunds are not available for completed treatments.
- Refunds are not available for products bought including orthoses, insoles, braces, creams or any related product. If you are unsure whether the intended product is suitable for you, please clarify with your clinician prior to purchase. Once purchased, we cannot issue a refund.
- If you are dissatisfied with our services or products supplied, please contact us by email to discuss your concerns – info@swpodiatry.co.uk . We aim to respond to complaints in-line with below complaints process.
- If you have concerns about a custom-made orthosis or brace, please contact us at info@swpodiatry.co.uk . We want you to feel comfortable and understand that orthoses and braces are part of your treatment plan. We may be able to modify them to make them more comfortable and we can also assist with other treatment options like injection therapy, shockwave, footwear advice, and rehabilitation.
- Formal complaints should be submitted in writing within 14 days of your appointment.
Formal Complaints process (summary of our 4C’s policy):
- A complaint is raised via email.
- We should acknowledge the email within 3 working days and set an expectation to receive a phone call and or email from one point of contact. Dependent upon the concern raised, the complaint may be managed by our admin team or clinical lead.
- Once we have acknowledged the email, we aim to respond via telephone within 3 working days. An email summary can be provided following a phone call. If we are unable to speak to the complainant, we aim to respond via email within 3 working days.
- Correspondence from us should state an action plan detailing the investigation and an agreed resolution.
- If the complaint cannot be resolved, or we feel that the complaint needs to be escalated, we will refer the concern to the Board of Directors. A director will aim to speak to or respond to the complainant within 25 working days.
- Liability and Disclaimers
- The company has public liability insurance, and the policy scope should be visible at reception or within our clinic.
- We strive to provide high-quality services but do not guarantee specific results.
- We are not liable for indirect, incidental, or consequential damages resulting from our services.
- Our liability is limited to the amount paid for the service in question.
- The company ensures that it’s clinicians have appropriate medical indemnity insurance to practice. Where formal complaints involve negligence, the complainant could be referred to the relevant regulatory body for escalation and or the individuals medical indemnity insurer.
- Website, Social Media Use and Information Accuracy
- Our website provides general information about the services we offer, but does not constitute medical advice.
- We do not guarantee that the website or social media channels will always be available, free of errors, or up to date.
- Email Communication and Keeping you updated:
We use your email address in two ways.
Medical Record:
Your email address is part of your patient medical record and is linked to our practice management software and will be needed when reviewing letters, rebooking appointments and paying bills. The patient record system will also send automated email confirmations and booking reminders for upcoming appointments. To opt out, send an email toÂ
info@swpodiatry.co.uk and we can remove your email from our system.
Keeping you updated:
We have listened to our patients and they want to be updated about any discounts, new products, services, personnel, helpful tips, research or offers we have. When you register with us we will add your email onto MailChimp and send you a monthly newsletter, which may include new products, services, personnel, research or offers we have updates, By providing your email, you are giving your explicit consent to receive these communications. You canÂ
opt out anytime by clicking the unsubscribe link in the newsletter email. This won’t affect your appointment confirmation emails sent from our practice management software. If you do not wish to receive email communications, please do not provide your email during the onboarding process or inform our admin team by emailingÂ
info@swpodiatry.co.uk . Your data will be stored securely and used only for the purpose of sending relevant information. For more details on how we protect your personal data and your rights under GDPR, please refer to ourÂ
Privacy Policy – South West Podiatry which outlines your right to access, rectify, or delete your data at any time.
- Privacy and Data Protection
- We collect and process personal data in accordance with our Privacy Policy – South West Podiatry.
- By using our services, you consent to the collection and use of your data as described in this document and our Privacy Policy.
- The use of Ai
South West Podiatry have partnered with Motics Copilot which is an Ai system to help healthcare professionals automate note taking, meaning less time on notes, and more time with patients.
- How Does Motics Copilot Work?
Copilot records your consultation in the background, capturing essential details to then generate a clinical summary of your session using artificial intelligence (AI). Copilot is compliant with Health and Care Professionals Council (HCPC) standards for note taking and GDPR guidelines.
By automating note taking, healthcare professionals can be fully engaged in your session with less of a focus on taking notes. With better quality notes, errors can be minimised to ensure the best quality of care.
All information is encrypted using industry standard encryption technology to ensure your data is securely captured, stored, and sent. Information is stored securely on servers in London using Google as a service provider. Google is not able to access your data. Â Audio recordings are deleted automatically after 48 hours for enhanced protection.
Frequently Asked Questions
- Will this technology affect my session?
No, Motics Copilot runs in the background. No inputs are needed during your session, allowing your healthcare professional to be focussed on you. If you would prefer your clinician not to use Ai, please inform them before your appointment.
- Is my data safe and private?
Absolutely. Your privacy is paramount to how our platform works. All data is encrypted when being sent and stored. All audio recordings are deleted after 48 hours to further enhance protection.
- Is my data being used for training AI?
Audio recordings, patient information or other information held by Motics are not used for training of new AI models or publicly shared. Information is only used to provide the service of generating clinical notes.
- Can I have my data deleted?
All audio recordings are deleted after 48 hours however if you wish for your data to be deleted sooner, you can request for your data to be deleted at any time. Please emailÂ
info@swpodiatry.co.uk and South West Podiatry will contact Motics on your behalf (
harvinder@motics.co.uk).
Motics Contact Details – If you have further questions, or wish to learn more, please contact Harvinder Power (
harvinder@motics.co.uk).
- Prohibited Conduct
You agree not to:
- Unacceptable Behaviour: Any form of violence, aggression, or abuse towards staff, patients, or visitors is strictly prohibited. This encompasses physical violence, verbal abuse, threatening behaviour and theft.
- Consequences of Misconduct: Engaging in violent or abusive behaviour may lead to removal from the practice’s patient list and, in severe cases, involve law enforcement.
- Respectful Interaction: Patients are expected to communicate courteously with all staff members. Aggressive or rude behaviour is considered unacceptable and may result in removal from the practice list.
- Alcohol and Substance Use: Patients appearing under the influence of alcohol or substances during appointments will be asked to reschedule. Repeated occurrences may lead to formal warnings or removal from the practice list.
These measures are in place to protect the well-being of everyone within our organisation.
- Changes to Terms and Conditions
We reserve the right to update or modify these Terms and Conditions at any time. Changes will be posted on this page of our website, and continued use of our services constitutes acceptance of the updated terms.
- Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any disputes shall be resolved in the applicable courts of this jurisdiction.
- Contact Information
For questions about these Terms and Conditions, please contact us at:
By using our services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
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