Terms & Conditions

Last reviewed: September 2026

Welcome to Severn Physiotherapy LLP ("we", "us", "our", "Severn Physiotherapy"). These terms and conditions apply to all clients ("you") who use our physiotherapy, occupational therapy, and related home-visit and care-home services, and to visitors to our website (severnphysiotherapy.co.uk). By booking an appointment or otherwise engaging our services, you agree to these terms. Please read them carefully and contact us if anything is unclear.

1. About us

Severn Physiotherapy LLP is a registered limited liability partnership providing chartered physiotherapy and occupational therapy services in clients' own homes and in care homes across Bristol, North Somerset, South Gloucestershire, Somerset and Devon, or any other regions our service is agreed. Our registered address is in Portishead, North Somerset.

Our therapists are registered with the Health and Care Professions Council (HCPC) and are members of the Chartered Society of Physiotherapy (CSP) and/or the Royal College of Occupational Therapists (RCOT), as applicable to their profession. Clinical and support staff who work with us as Associates do so on a self-employed basis under contracts for services.

2. Our services

We provide assessment and treatment appropriate to each client's needs, typically starting with a free, no-obligation conversation followed by a full assessment and, where agreed, a programme of rehabilitation sessions. Every client is treated as an individual: the specific content, frequency and duration of treatment is agreed between you and your therapist and may change as your needs and goals change.

3. Assessment, consent and your involvement in care

In line with HCPC standards and CSP professional guidance, we will only carry out assessment or treatment with your informed consent (or in a person's best interest with support from relevant parties), and you may withdraw at any time. Before treatment begins, your therapist will explain what is proposed, including risks and reasonable alternatives, so that you can make an informed decision.

4. Appointments and cancellations

All appointments are subject to therapist availability and confirmation. Our current cancellation policy is:

More than 24 hours' notice: no charge is made.

Less than 24 hours' notice/non-attendance: the appointment will be charged in full, unless we are able to fill the vacated slot, in which case no charge is made. Full details are set out in our Cancellation Policy, available on our website and on request.

5. Fees and payment

Fees are agreed with you at the time of booking and are payable on completion of the appointment by card or bank transfer. If we have agreed that you will receive an invoice, our terms are "payment on receipt of invoice". For care homes, local authorities, insurers and other referring organisations we invoice monthly or as agreed with you, and payment is within 30 days.

6. Confidentiality and data protection

We hold clinical records securely and treat all personal and health information in accordance with UK data protection law (the UK GDPR and Data Protection Act 2018) and with the confidentiality requirements of the HCPC Standards of Conduct, Performance and Ethics. We will only share your information with third parties (such as your GP or other health and social care professionals) where you have consented, where it is necessary for your care, or where we are otherwise required or permitted to do so by law.

Clinical records are kept for the periods recommended by professional guidance and are stored securely. Further detail on how we collect, use and protect your information is set out in our separate Privacy Policy, available on our website.

7. Professional standards, regulation, liability and insurance

Our therapists practise in accordance with the HCPC Standards of Conduct, Performance and Ethics, the HCPC Standards of Proficiency for their profession, and the professional guidance of the CSP and, where relevant, the RCOT. This includes maintaining professional boundaries, working within the limits of their competence, keeping accurate records, and maintaining appropriate professional indemnity and public liability insurance in line with CSP guidance for private practice. We take all reasonable care in the delivery of our services.

8. Safeguarding

The welfare of the people we support is paramount. If a member of our team has concerns about the safety or wellbeing of a client or another person, we may need to share information with relevant safeguarding authorities or other agencies, in line with our safeguarding responsibilities and professional obligations, even where full consent has not been given. Wherever possible we will discuss this with you first.

9. Ending the therapeutic relationship

You may stop treatment or ask to change therapist at any time; we ask that you let us know so we can support a safe handover or discharge. We may, in limited circumstances bring a course of treatment to an end, or need to change the therapist who visits you. Wherever possible we will give you reasonable notice and explain our reasons.

10. Intellectual property and use of our website

All content on our website — including text, images, logos and any exercise or educational videos — either belongs to Severn Physiotherapy LLP or its licensors.

Our website may contain links to third-party websites, such as our professional regulators and bodies. We are not responsible for the content, accuracy or privacy practices of those external websites.

11. Complaints

We want every client to have a positive experience of our service, and we welcome feedback. If something has not gone as you expected, please tell us so that we can put things right.

Informal route: in the first instance, please raise any concern with your therapist or with one of the partners, Kelly Steed or Skye Ramell, by phone on 01275 400466 or by email.

Formal route: if you would prefer to raise a formal complaint, please email one of the partners with details of your concern. We will acknowledge your complaint within 5 working days and aim to respond in full within 20 working days.

External bodies: if you remain unhappy, or you have concerns about a registered professional's fitness to practise, you may also contact our regulators: the Health and Care Professions Council, the Chartered Society of Physiotherapy, or, for occupational therapy concerns, the Royal College of Occupational Therapists.

Full details are set out in our separate Complaints Process document, available on our website and on request.

12. Changes to these terms

We may update these terms from time to time, for example to reflect changes in our services, the law, or professional guidance. The current version will always be available on our website, and we will let existing clients know of any significant changes. Continued use of our website or services after changes have been published constitutes acceptance of the updated terms.

13. Governing law

These terms are governed by the law of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact us

If you have any questions about these terms, or about our services, please get in touch:

Severn Physiotherapy LLP, Portishead, North Somerset
Telephone: 01275 400466
Email: hello@severnphysiotherapy.co.uk
Website: severnphysiotherapy.co.uk