Website Policies

Clinic Policies

At The Pelvic Health Company, your safety, dignity, and wellbeing are at the heart of everything we do. These policies explain how we protect your privacy, support your comfort, and uphold the highest professional standards throughout your care. 

Privacy & Confidentiality Policy

Your personal and clinical information is kept strictly confidential. We store all records securely in line with GDPR and UK data protection law. Your information will only be shared with other healthcare professionals with your clear consent, unless required for safeguarding or legal reasons. You may request access to your records at any time.

Informed Consent Policy

You will always receive clear explanations about any assessment or treatment, including internal pelvic floor examinations. We will ask for your verbal consent before proceeding and check in regularly throughout your appointment. You can pause, decline, or withdraw consent at any time — your comfort and autonomy come first. 

Chaperone Policy

You are welcome to request a chaperone for any appointment. A chaperone can be present during internal examinations or any part of your session where you would like additional support. This may mean we will need to rearrange your appointment or defer parts of assessment to the next appointment, which would not incur charges. If you require a chaperone, this should be requested prior to appointments. If a chaperone is not available at your preferred time, we will offer alternative appointment options.

 Safeguarding Policy

We are committed to safeguarding adults and young people who may be at risk of harm. If concerns arise, we follow recognised safeguarding procedures and may need to share information with appropriate agencies to ensure your safety. We will always aim to discuss this with you unless doing so increases risk.

 Clinical Governance & Professional Standards Policy

Physiotherapists are HCPCregistered and follow CSP or PhysioFirst professional guidance. We maintain high standards of clinical reasoning, evidencebased practice, and ongoing professional development including supervision. The Pelvic health company regularly reviews policies, documentation, and treatment processes to ensure safe, effective, and ethical care.

Infection Prevention & Hygiene Policy

We follow strict hygiene and infectioncontrol procedures. Treatment spaces are cleaned between clients, equipment is sanitised, and hand hygiene is maintained throughout your appointment. Internal examinations follow medicalgrade hygiene standards, including the use of latex free gloves and appropriate PPE when required.

 Cancellation & Rescheduling Policy

If you need to cancel or reschedule your appointment, we ask for adequate notice of more than 24 hours. Cancellations within the stated notice period will incur a 50% fee or up to 100% for insurance funded appointments. This ensures fairness for all clients, protects appointment availability and supports the sustainability of our service. 

Payment & Refund Policy

Fees are clearly stated at the time of booking. Payment is made with booking each appointment or if package of care is purchased payment is made in full at time of purchase and credits are used for each session as per package. Refunds are issued only in accordance with our cancellation policy. Any changes to fees will be communicated in advance.

Accessibility & Inclusivity Policy

We provide inclusive, traumainformed care for all clients, regardless of gender identity, background, or health history. We aim to make our clinic accessible and safe so will make reasonable adjustments wherever possible to support your comfort and participation. Discrimination or harassment is not tolerated either way. 

Communication & FollowUp Policy

We provide clear communication before, during, and after your appointment. Followup plans, exercise guidance, and onward referrals will be shared as needed. We aim to respond to messages within a reasonable timeframe, though clinical demands may affect response speed. Urgent medical concerns should be directed to your GP or emergency services.

Complaints & Feedback Policy

We welcome feedback and are committed to resolving concerns promptly and professionally. Complaints can be made verbally or in writing. We will acknowledge your concern, investigate it, and respond within a reasonable timeframe. All complaints are handled confidentially and used to improve our service. We ask for mutual respect and patience when navigating these issues. 

Scope of Practice & Referral Policy

We work within our professional scope and collaborate with other healthcare professionals when appropriate. If your symptoms require medical investigation or specialist input, we will guide you to the correct service and support you through the process where possible or appropriate.

Internal Examination Policy

Internal pelvic floor examinations are offered when clinically appropriate and only with your informed consent. You will be fully informed of the purpose, process, and alternatives. You may decline or stop the examination at any time. Internal assessment is always optional.

TraumaInformed Care Policy

We recognise that pelvic health symptoms and examinations can be sensitive. We provide care that is respectful, patientcentred, and supportive. You are encouraged to share any concerns or past experiences that may affect your comfort. We will adapt your care accordingly, offering alternatives and pacing strategies when needed. Please discuss your needs directly with your clinician, we want to understand your needs and adapt as possible. 

Exercise & Rehabilitation Safety Policy

All exercise and rehabilitation plans are tailored to your needs, abilities, and medical history. We provide clear guidance on safe progression and adapt your programme as needed. You are encouraged to communicate any discomfort or concerns so we can adjust your plan. Movement is safe, beneficial, and always adapted to your stage of recovery. We do not take responsibility for the environment, equipment and performance of these when completed outside of our supervision or prescription. 

Digital Communication & Telehealth Policy

Online consultations are delivered through secure platforms. We ensure confidentiality during digital appointments, and you are responsible for ensuring privacy in your own environment. Any breech of this or attempts to record sessions may lead to termination of care with no refund. Telehealth is offered when clinically appropriate and may not replace inperson assessment when internal examination or handson treatment is required. Opting for this is done with the knowledge that your clinician will be limited in paces in their assessment and prescription. 

Record Keeping Policy

All clinical records are accurate, uptodate, and stored securely. Records include assessment findings, treatment plans, consent, and communication relevant to your care. Records are retained in accordance with legal requirements and professional guidelines.

Professional Boundaries Policy

We maintain clear professional boundaries at all times. Our clinicians behave respectfully, ethically, and appropriately. Any behaviour that breaches professional boundaries will be addressed immediately and in line with regulatory guidance. We also ask for the privacy and respect of our team to be honoured in your interactions with them, and we may withdraw care if this is breeched which may result in remaining appointments being nonrefundable. 

Health & Safety Policy

We maintain a safe clinical environment for clients and staff. Equipment is regularly checked, treatment spaces are kept hazardfree, and emergency procedures are in place. Clients are encouraged to report any safety concerns.

Equality & AntiDiscrimination Policy

We are committed to providing equitable care to all clients. We do not discriminate based on gender, sex, sexuality, race, disability, age, religion, or background. We actively promote an inclusive, respectful environment for both client and staff including staff of the entire clinic not directly delivering care for the Pelvic Health Company.

Booking and changing appointments

Payment in full for appointments happens on booking to reserve your preferred session. If you are booking via insurance, please email us on hello@pelvichealthcompany.com  first to arrange this.
We understand life happens and you may need to move your appointment. We value your health and goals but our appointment slots are limited so cancellation or rescheduling of appointments require 24hour+ notice or are subject to 50% fee or up to 100% if using insurance (provider dependant).