Physiotherapy At Home

These Terms and Conditions explain the terms that apply when you use the physiotherapy services provided by Physiotherapy At Home.

Physiotherapy At Home is operated by Gemma Catherine Wheldon, a self-employed physiotherapist registered with the Health and Care Professions Council (HCPC).

By arranging or receiving an appointment with Physiotherapy At Home, you agree to these Terms and Conditions.

If you have any questions about these terms, please contact us before your appointment.

1. Our service

Physiotherapy At Home provides private physiotherapy assessment and treatment to adults aged 18 and over in their own homes.

Our services may include:

• Physiotherapy assessment

• Clinical advice and education

• Exercise programmes

• Manual therapy where clinically appropriate

• Rehabilitation

• Mobility and functional advice

• Advice relating to injury prevention and recovery

• Liaison with other healthcare professionals where appropriate

All treatment is based on your individual circumstances and clinical assessment.

Physiotherapy does not guarantee a particular outcome. Your progress will depend on a number of factors, including your condition, circumstances and adherence to agreed treatment and rehabilitation plans.

2. Appointments

Appointments are arranged directly with Physiotherapy At Home by telephone, email, WhatsApp or other agreed communication methods.

We will confirm the appointment time and any relevant information with you.

Please make sure that:

• You provide accurate contact and address information

• Someone is available to provide access to your home at the agreed appointment time

• There is a safe and suitable area in which assessment and treatment can take place

• You tell us about any circumstances that may affect the safety or suitability of the visit

If you are unable to receive treatment at the agreed time, please contact us as soon as possible.

3. Home visits

As Physiotherapy At Home provides treatment in your home, we ask that you provide a reasonably safe environment for your appointment.

Please tell us in advance if there are circumstances that may affect our ability to safely provide treatment, including:

• Pets that may need to be secured during the appointment

• Any known hazards within or around your property

• Infectious illness

• Other circumstances that may affect the safety of the patient or physiotherapist

We reserve the right to stop or decline a home visit where we reasonably believe that the environment is unsafe.

Where possible, we will discuss any concerns with you and consider whether an alternative arrangement can be made.

4. Your responsibilities

You are responsible for providing accurate and relevant information about your health, symptoms, medication and circumstances so that an appropriate assessment and treatment plan can be provided.

You should tell your physiotherapist if your condition changes or if you experience new or worsening symptoms.

You should follow any clinical advice or rehabilitation programme provided to you unless you have been advised otherwise by an appropriate healthcare professional.

If you are unsure about any advice or exercise provided, please contact us before continuing.

5. When physiotherapy may not be appropriate

Physiotherapy is not a substitute for emergency medical care.

If you have symptoms that may require urgent medical assessment, you should seek appropriate medical assistance rather than waiting for a physiotherapy appointment.

If, during an assessment, we believe that your symptoms require further medical investigation or that physiotherapy is not appropriate, we may recommend that you contact your GP, NHS 111, another healthcare professional or an emergency service as appropriate.

We may decline or stop treatment where we believe that doing so is necessary for your safety.

6. Fees and payment

The fee for your appointment will be confirmed when your appointment is arranged.

Payment can be made by:

• Cash

• Bank transfer

Payment is due at the end of your appointment, unless another arrangement has been agreed in advance.

If payment is not received when due, we may suspend further appointments until the outstanding balance has been paid.

If you have any questions about fees or payment, please contact us.

7. Cancellation and rearranging appointments

We understand that plans can change.

If you need to cancel or rearrange an appointment, please provide as much notice as possible and, wherever possible, at least 24 hours' notice.

Where an appointment is cancelled with less than 24 hours' notice, or you are unavailable for a scheduled home visit, the full appointment fee may be charged.

We will consider the circumstances of each cancellation reasonably and may waive a cancellation charge where there are exceptional circumstances.

If you are unwell, particularly with an infectious illness, please contact us as soon as possible. We may be able to rearrange your appointment.

8. If we need to cancel or rearrange an appointment

Occasionally, we may need to cancel or rearrange an appointment due to illness, an emergency or circumstances outside our reasonable control.

If this happens, we will provide as much notice as reasonably possible and offer an alternative appointment where appropriate.

We will not charge you for an appointment that we cancel.

9. Consent to treatment

Before assessment or treatment begins, we will explain what we are proposing and answer any reasonable questions you may have.

You have the right to:

• Ask questions

• Decline a particular treatment

• Change your mind

• Withdraw consent at any time

We will respect your decisions and aim to involve you in decisions about your care.

10. Clinical information and confidentiality

We take the confidentiality and security of your personal and health information seriously.

Information about your treatment will be handled in accordance with our Privacy Notice and applicable data protection and professional requirements.

We may communicate relevant information with other healthcare professionals involved in your care where this is appropriate and lawful.

Where possible, we will discuss information sharing with you beforehand.

Please see our Privacy Notice for further information about how we collect, use and protect your personal information.

11. Communication

We may communicate with you by telephone, email or WhatsApp in relation to appointments and your physiotherapy service.

Please do not send detailed medical information, confidential documents or photographs containing sensitive health information through WhatsApp or other messaging services unless specifically requested and agreed with your physiotherapist.

If you need to provide detailed clinical information, we will advise you of the most appropriate way to do so.

12. Children and young people

Physiotherapy At Home provides services to adults aged 18 and over.

We do not routinely provide physiotherapy services to children.

13. Complaints and concerns

We want you to feel comfortable raising any concerns about your care or experience.

If you are unhappy with any aspect of our service, please contact us as soon as possible so that we can discuss your concerns and try to resolve them.

Email:gem@physioathomeleicester.co.uk
Telephone: 07825 705 072

We will consider complaints fairly and respond within a reasonable timeframe.

14. Professional standards

Physiotherapy At Home is committed to providing services in accordance with applicable professional standards and requirements.

Gemma Catherine Wheldon is registered with the Health and Care Professions Council (HCPC) and will practise within her professional scope of practice.

15. Website information

We aim to ensure that the information provided on the Physiotherapy At Home website is accurate and up to date.

However, information provided on the website is for general information only and should not be treated as a substitute for an individual clinical assessment or professional medical advice.

We may update or change information on the website without notice.

16. Limitation of liability

We will provide our services with reasonable skill and care.

Nothing in these Terms and Conditions excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence or any other liability that cannot legally be excluded or limited.

These Terms and Conditions do not affect your statutory rights as a consumer.

17. Changes to these Terms and Conditions

We may update these Terms and Conditions from time to time to reflect changes to our services, legal requirements or the way in which the business operates.

The latest version will be published on this website.

18. Governing law

These Terms and Conditions are governed by the law of England and Wales.

Any disputes will be subject to the jurisdiction of the courts of England and Wales, subject to any rights you may have under applicable consumer protection law.

19. Contact details

Physiotherapy At Home
Operated by: Gemma Catherine Wheldon
Location: Leicester, Leicestershire
Email:gem@physioathomeleicester.co.uk
Telephone: 07825 705 072

Last updated: 22 August 2026