Terms & Conditions – Specialist Physiotherapy Consultant Video Consultation
Last updated: 15.09.2026
Please read these Terms & Conditions carefully before booking an appointment.
By ticking the box confirming that you have read and agree to these Terms & Conditions and proceeding with payment, you confirm that you understand and accept the terms below.
1. The service
Claire Patella Practice provides specialist physiotherapy assessment and consultation services with Claire Robertson by secure video consultation.
The available appointments are:
Initial Specialist Physiotherapy Consultant Assessment
Duration: 60 minutes
Fee: £395
This appointment is a comprehensive specialist physiotherapy consultation with Claire Robertson. The assessment may include discussion of your symptoms and medical history and, where clinically appropriate, observation of your posture, walking, movement, strength, balance and specific functional movements.
Claire may ask you to stand, walk, squat, balance or perform other movements so that she can assess your condition remotely.
Follow-up Specialist Physiotherapy Consultation
Duration: 30 minutes
Fee: £195
A follow-up appointment may be recommended where clinically appropriate following an initial assessment. A follow-up is not automatically included in the £395 initial assessment fee and is booked and paid for separately.
The appropriate appointment type will be discussed or recommended based on your clinical needs.
2. What is included
The consultation fee covers the appointment time with Claire Robertson and the clinical assessment and advice provided during that appointment.
Depending on your individual circumstances, Claire may:
- assess your symptoms and relevant medical history.
- review previous investigations, scans, reports or correspondence that you provide.
- carry out a remote movement and functional assessment.
- provide clinical advice and recommendations.
- provide exercises or rehabilitation recommendations where appropriate.
- recommend further assessment, imaging or referral where clinically indicated.
- recommend a follow-up appointment where appropriate; and
- provide a clinical letter, report or exercise programme where this forms part of the agreed care.
Where further investigations, imaging, referral or treatment are recommended, Claire will explain the recommended next steps and, where appropriate, who is responsible for arranging them.
3. Remote consultation
The consultation is provided by video and is subject to the limitations of remote assessment.
The purpose of the consultation is to provide specialist physiotherapy assessment and advice. It is not a substitute for emergency medical care.
If you have an urgent or life-threatening medical problem, you should contact the appropriate emergency medical service rather than waiting for your appointment.
4. Patient responsibility
You are responsible for providing accurate and complete information relevant to your health and treatment.
Before your appointment, please provide or have available any relevant:
- scan reports.
- previous physiotherapy or medical letters.
- relevant medical information.
- investigation results; and
- other information that may assist Claire with your assessment.
You should inform Claire of any relevant changes in your health, symptoms, medication or treatment.
Failure to provide relevant information may affect the completeness of the assessment and the advice that can safely be provided.
5. Safety during the video assessment
During the consultation, Claire may ask you to move, walk, squat, balance or perform other movements.
You should only perform movements that you feel able to perform safely.
You must tell Claire if you feel unsafe or unable to perform a requested movement.
You should stop any movement if you experience significant pain, dizziness, feel faint, become unwell or experience anything that concerns you.
You are responsible for ensuring that the area around you is sufficiently clear and safe for the movements requested during the consultation.
Where appropriate, you should have a stable chair nearby for support.
6. Appointment preparation and technology
You are responsible for having:
- a suitable device with a working camera and microphone.
- a reliable internet connection.
- sufficient space to stand and move safely.
- appropriate clothing that allows the relevant body area to be assessed; and
- access to any relevant medical information or reports.
For knee, leg and lower-limb assessments, shorts or clothing that allows Claire to clearly see the knee and relevant lower limb are strongly recommended.
Please do not use a virtual, blurred or artificial background during the consultation. Claire needs to be able to see your full body and the surrounding space clearly during movement assessment, and a virtual background may cause parts of your body to disappear from view.
Please ensure your camera is positioned so that Claire can see you clearly when you are standing and moving.
You should also check that your device is sufficiently charged and that you know how to access the video consultation link before your appointment.
7. Video consultation link and appointment time
Your video consultation link will be provided electronically following successful booking.
Please check the appointment date and time carefully and ensure that you join at the scheduled UK time.
You should join the appointment from a private and suitable location where you can speak confidentially and move safely.
8. Identity and consent
At the beginning of the consultation, Claire will confirm your identity and confirm that you are happy to proceed with the remote assessment.
By proceeding with the consultation, you agree to participate voluntarily in the assessment and to follow reasonable safety instructions given by Claire.
You may tell Claire at any point if you do not wish to perform a particular movement or if you no longer wish to continue with the assessment.
9. Other people present during the consultation
If another person is present during your consultation, you should tell Claire who they are and why they are present.
If someone is assisting you during the assessment, you must be comfortable with their involvement.
The consultation should take place in an environment that protects your privacy and confidentiality as far as reasonably possible.
10. Confidentiality and information sharing
Your clinical information will be treated as confidential.
We will only share information with another healthcare professional or third party where this is necessary for your care, where you have given appropriate consent, where required or permitted by law, or where disclosure is necessary to protect your safety or the safety of others.
Where a clinical letter or report is prepared for you, it will normally be provided to you.
If you want the practice to send information directly to another healthcare professional or third party, you may be asked to provide appropriate consent and the relevant recipient details.
If you do not provide consent for information to be shared with a third party, information will normally be provided to you so that you can share it yourself if you choose.
Please see our Privacy Notice for further information about how your personal and health information is collected, used, stored and retained.
11. Personal and health information
To provide your care and administer your appointment, we may collect information including your name, date of birth, contact details, relevant medical information and other information necessary for your care.
Health information is treated as sensitive/special-category personal data and is handled in accordance with applicable data-protection requirements.
Our Privacy Notice explains:
- what information we collect.
- why we collect it.
- how it is used.
- who may have access to it.
- how it is stored.
- how long it is retained; and
- your rights in relation to your information.
You should read the Privacy Notice before booking.
12. Appointment booking and payment
Your appointment is confirmed once:
- you have selected an available appointment.
- you have provided the required information.
- you have accepted these Terms & Conditions and the relevant privacy information; and
- payment has been successfully received.
The applicable appointment fee is displayed before payment.
Initial 60-minute assessment: £395
30-minute follow-up consultation: £195
A follow-up consultation is not included in the initial assessment fee unless expressly stated otherwise.
13. Cancellation and rescheduling
We understand that circumstances can change. If you need to cancel or reschedule your appointment, please contact us as soon as possible.
Our standard cancellation/rescheduling period is 48 hours before the scheduled appointment, excluding Saturday and Sunday.
Where an appointment is cancelled or rescheduled with at least 48 hours’ notice, the appointment may be rescheduled or the applicable payment refunded, subject to the circumstances and any applicable statutory rights.
Where an appointment is cancelled with less than 48 hours’ notice, or where a patient does not attend the appointment, a cancellation/no-show charge for the full appointment may apply because the time has been reserved specifically for you.
We will always consider circumstances reasonably and this policy does not affect any statutory consumer rights that cannot lawfully be excluded.
If the practice needs to cancel or substantially reschedule your appointment, we will contact you as soon as reasonably possible and offer an alternative appointment or an appropriate refund.
Nothing in these Terms & Conditions affects any statutory rights you may have as a consumer.
14. Late arrival
Your appointment time is reserved specifically for you.
If you join late, Claire will make reasonable efforts to provide the consultation within the remaining appointment time, but the appointment may need to finish at the originally scheduled time.
A late arrival does not automatically entitle you to an extension of the appointment.
If technical difficulties prevent the consultation from taking place, the practice will make reasonable efforts to resolve the issue or rearrange the appointment where appropriate.
15. Technical problems
Video consultations depend on a suitable internet connection and functioning equipment.
If technical problems occur, please attempt to reconnect using the same consultation link.
If the consultation cannot reasonably proceed because of technical problems outside your control, Claire will consider whether the appointment should be continued, rearranged or otherwise dealt with appropriately.
Patients should therefore ensure that they have a reliable internet connection, suitable device, working camera and microphone before the appointment.
16. Clinical records
A clinical record will be made and maintained as appropriate following your consultation.
Records are kept securely and handled in accordance with applicable professional, legal and data-protection requirements.
Please see our Privacy Notice for further information about record retention and your data-protection rights.
17. Children and young people
For patients under 16, an adult must be present during the appointment.
For young people aged 16 and 17, Claire will communicate directly with the young person unless they request otherwise, subject to applicable consent, capacity and confidentiality requirements.
Where parents or another person are involved in arranging an appointment, Claire will establish the patient’s preferred communication arrangements where appropriate.
18. Clinical correspondence
Where a clinical letter, report or exercise programme is agreed or clinically appropriate, Claire will explain how it will be provided.
Where information needs to be sent to another healthcare professional, appropriate consent will be obtained where required.
19. Complaints
If you have a concern about your consultation or the service provided, please contact us using the contact details provided on the website.
We will consider and respond to complaints in accordance with our complaints procedure.
20. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time.
The Terms & Conditions applicable to your appointment will be those provided to you and accepted at the time of booking, unless a subsequent change is required by law or agreed with you.
21. Payment
The full appointment fee is payable at the time of booking.
If you experience any difficulty making payment through the website, please contact us at info@clairepatella.com and we will do our best to resolve the issue and arrange your appointment as soon as possible.
If payment remains outstanding, we may be unable to confirm or proceed with the appointment until payment has been received.
22. Professional Indemnity Insurance
Claire Patella Practice is operated by Improval 3. Specialist physiotherapy services are provided by Claire Robertson, who maintains appropriate professional indemnity insurance in relation to the services she provides.
Nothing in these Terms & Conditions is intended to limit your legal rights as a consumer.
24. Governing Law and Jurisdiction
These Terms & Conditions and any dispute or claim arising out of or in connection with them, or the services provided, shall be governed by the laws of England and Wales.
The courts of England and Wales shall have jurisdiction in relation to any such dispute or claim, subject to any mandatory rights or protections that may apply to you under applicable consumer law.
25. Declaration
I understand that I am responsible for payment of the fees relating to my appointment. I confirm that I have read and understood these Terms & Conditions, including the terms relating to payment, cancellation and rescheduling, and agree to them.
26. Agreement before booking
By ticking the checkbox before payment, you confirm that:
- you have read and understood these Terms & Conditions.
- you understand what is included in the £395 initial 60-minute consultation.
- you understand that a 30-minute follow-up consultation, if required, is charged separately at £195.
- you understand that the consultation is provided remotely by video.
- you understand the limitations of remote assessment.
- you agree to participate in the assessment voluntarily and safely.
- you understand the cancellation and rescheduling policy.
- you have read or been provided with the Privacy Notice.
- you understand how your information will be used and protected; and
- the information you provide is accurate to the best of your knowledge.
By selecting “I agree” and proceeding to payment, you confirm your acceptance of these Terms & Conditions.