We appreciate that occasionally you may need to cancel an appointment with us. We ask that you give us at least 24 hours notice of cancellation by emailing HIP-hub@hull.ac.uk
We are aware of how important your time is, and we appreciate that sometimes, unforeseen circumstances may result in short notice cancellation or non-attendance. Unfortunately, missed appointments will be charged in full, unless adequate notification is provided.
Missed appointments and late cancellation invoices have a 30-day payment term. If unpaid, this will remain on file and payment will be required before you can rebook another appointment.
If you arrive late for your appointment, we will do our best to deliver your full appointment but please bear in mind this may not be possible and your full appointment fee will still stand.
We aim to provide the highest quality services possible through the delivery of safe, effective, evidence based and patient-centred care. Whilst the vast majority of users have a good experience, we do not underestimate the emotional, and sometimes physical, impact on users and families who have a less positive experience.
We use the views and experiences of people who use our services to make continuous improvements. Our complaints process is a key component of this.
If you wish to make a complaint about the Hip Hub and any services you have received, please contact the HIP-Hub email account, this will be picked up by the Clinic Manager. Your complaint will be investigated and you will receive further correspondence within 10 working days.
Contact details
HIP-hub@hull.ac.uk
The practice understands that there are various reasons why a patient may wish to be accompanied during assessment or treatment.
For example:
• For help with interpretation from language difficulties or hearing impairment.
• For moral support from family member, friend or carer.
• Assistance with dressing and undressing.
• Help in remembering details of discussions and exercises.
• Parents needing to bring in children where no childcare is available at the appointment time.
• Adults accompanying child patients – note: children over the age of 4 years may refuse to have parents in the room with them but parent consent to treatment may still be required.
The practice encourages chaperones when the patient themselves requests this and for practical reasons would normally try to restrict this to one person. The practice explains this in the patient information leaflet given to each new patient.
All patients are welcome to be accompanied/have a chaperone during an examination, procedure or treatment. Children (under the age of 16) must be accompanied by an appropriate adult (parent or guardian), where no appropriate adult has accompanied them to the clinic, a member of the clinic staff will be present in the room during the treatment.
A culture of openness between patient and therapist in actively encouraged at all times. Procedures such as mobilisations, some exercises and specific examination techniques require extra care to ensure that the patient understands what they are consenting to. Informed consent is vital and it is good practice for this to be reported in the notes.
Patient permission is obtained and recorded in the notes prior to assessment and treatment, the assessment can be discontinued at any time if the patient requests this.
Patients are encouraged to maintain independence and self-care as far as is practicable, for example undressing themselves. Assistance is only given if it has been clarified that this is required.
