Patient Guidance

General

We are open in New Malden & Reigate with social distancing measures in place for patients that require treatment. In order to maintain these measures as far as possible the reception is unmanned, although the phone and diary are being operated remotely during normal working hours. Due to our increased hygiene protocols there is less availability than normal for appointments, but we are opening up more sessions as the need arises; if you feel that you need an appointment please call us, our phone reception is open every day.

We will do our best to reduce the possibility of Covid-19 exposure as much as we can, but please be aware of the risks involved in leaving home. Please make sure that you balance the need for your treatment against your own personal situation.

Booking

Please call the practice as normal on 0208 942 1511 (New Malden) or 01737 212890 (Reigate). We are open 6 days a week in New Malden and 1 day a week in Reigate. We will endeavour to make more slots available as demand increases. Please look out for our forthcoming email updates or check our website (www.lisagibbs.co.uk).

Due to the pandemic we have delayed this year’s price increase for existing patients until January 1st and prices remain at £45 per standard treatment until then.

From June 1st we have increased the time that we spend with new patients at their initial consultation to a minimum of 45mins in order to take their case history and still leave time for a full treatment; the cost for this initial consultation is £65.

Invoiced accounts will increase to £85/£65 for Initial/Follow-up appointments for Private Insurer treatments to reflect the increased administration associated with these plans.

Pre-appointment

Lisa will call you the day before your appointment to check that you are not suffering from any Covid-19 symptoms and that you still require your appointment. We are NHS Allied Health Professionals and are continuing to follow government & professional guidance concerning the provision of osteopathic care. As the lockdown is loosened there is an increased risk of virus transmission. For this reason we ask that patients wear a mask or face covering for their appointment. We are also increasing the PPE provision for our Osteopaths and constantly updating our hygiene & organisational protocols.

We have a limited supply of face masks for sale at £1 each if you require one (only one per patient please as this is below our cost price).

Appointment

Aside from running a remote reception we are aiming to reduce the chances of patient-to- patient transmission by introducing a time gap between appointment sessions to allow for cleaning and sterilisation of the treatment rooms & the reception area. This increased workload for the Osteopath means that your appointment must finish on time, and in order to maintain a clean environment we ask that patients don’t arrive early. We appreciate that this is difficult, but if possible we ask that you wait in your car or outside until your scheduled appointment time as it would help us greatly to keep the environment sterile and reduce chances of patient-to-patient transmission (of course we will make exceptions if you need to sit down or the weather is inclement).

If possible please come to your appointment alone (exceptions are for guardians & carers), and please try not to bring too many things with you (bags and other accoutrements all add to our cleaning process).

You will be asked to sanitise your hands on arrival and departure. The Osteopath will open and shut the doors for you to reduce surface contact. Please put on your face covering before you ring the doorbell.

If you develop a fever, a new cough, shortness of breath or loss/change to taste or smell prior to your appointment, you must not attend. You must also not attend if you have been advised to quarantine for any other reason. If you already have an appointment, please contact us as soon as possible if you need to cancel it.

There will be no late cancellation fee for anyone not attending for COVID-19 related reasons, but we ask that you let us know as soon as possible. If you do not attend an appointment without giving notice, we reserve the right to charge a cancellation fee as detailed on our Patient Registration form.

Lavatory

We have an additional hand washing facility in the lavatory, and are providing individual hand towels per patient, please wash your hands thoroughly and place the towel in the linen bin in reception.

Payment

Please use contactless payment or online bank transfer to pay for your treatment. It may be necessary to put through two smaller payments against your card as the contactless limit is £45 (the limit for Apple or Google pay is higher). If you prefer to pay online our bank details are Santander 09-06-66 42368838, please use the appointment date as the payment reference, thanks.

Test and Trace

Please note that Lisa A Gibbs & Associates is classified as a healthcare setting, and if you are required to pass on details of your recent contacts to Test and Trace you should therefore categorise your visit to our practice as a ‘healthcare’ rather than ‘general’ contact.

Summary

We appreciate all your efforts to help us to provide a safe experience when visiting our practice. We are doing all that we can to reduce the chances of infection and keep you and the practitioners safe, and as guidance is updated and more information becomes available it is likely that our own protocols will change and adapt. If you have any questions or concerns please let us know, and we will do our best to keep you informed as changes are made.

with thanks…

Lisa
Lisa A Gibbs & Associates