Clinic Polices &
Procedures

Our team:

Dr Tarveen Ahluwalia is responsible for your clinical care along with her Associates and Sports Therapists. More information about our providers can be found on our team page. You may see different team members during your care journey as we work together in a multidisciplinary team. If you have a preference of therapists please inform us and we will do our best to accommodate. However if the therapist is unavailable the rest of the team is more than capable of continuing your care. 

Informed Consent

Our practitioners require verbal and written consent before we begin any consultation, examination, or ongoing treatment procedures. We will explain risks associated with treatment prior to care provided. We have a patient-centered approach which allows you to make informed decisions. We aspire to share information about your condition, how our treatment methods are beneficial and ways in which you can improve your overall health and wellbeing.  

 

Changes in health 

If there are any changes in your medical/mental health condition that may affect your treatment, it is important that you notify us immediately for example an accident, treatment in hospital, new medical diagnosis, pregnancy, allergic reaction, etc. Failure to inform us could result in us not being able to treat you at your next appointment as you may require a reassessment. 

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​Financial Policy:

We reserve the right to collect payment for the initial assessment prior to your appointment. Otherwise, fees are due at time of service. Payments can be made via cash, credit card and BACS transfer.​ For self-funding patients we offer cost effective treatment packages to help with finances and reward you for committing to your health and wellbeing. You can request a refund within six months from the date of your last visit.  Beyond that any credit on your account is non-refundable,  non-claimable and non-transferable. Please see clinic price plans for more information regarding our fees for services.​

 

Rescheduling, Cancellation, Refund and Returns ​

To reschedule an appointment, 24 hours’ notice is required or you will be charged the full rate of your treatment. Our practitioners' diaries are filled. Your consideration allows us the opportunity to give another patron your appointment time who may otherwise have been turned away. Sometimes this is unavoidable, but please let us know as soon as possible. Our team does its best to help you adhere to your recommended treatment plans.  If for whatever reason you need to discontinue care and you have purchased a prepayment appointment package, we will refund you as follows; we will charge you the current full treatment fee for each session you have used, then we will deduct that from the total amount for the respective package. All transfers will be made via BACS transfer. Please allow 28 business days for refund from the time of written request and receipt of bank details. ​

If you are running late for your appointment please call ahead to inform us so we can inform your therapist. The team will do their best to provide you with a full therapy session however if their schedule is busy it may be difficult to accommodate. In the event of an emergency, kindly inform us as soon as possible and we will suspend your care and plan future sessions accordingly. If you miss more than two appointments in a row, this will hinder your progress and we will suspend future care

Private Medical Insurance Policy

Although we accept various PMI’s, ultimately it is your responsibility to contact your insurer and ensure our clinic is covered and that you can claim for the services provided. For a select few insurance companies such as AXA and Bupa we offer to bill on your behalf. There are occasions where we may not be able to bill your insurance company for you, in that instance it is your responsibility to pay upfront for the services provided and submit your invoices for reimbursement.  Sterling Spinal Wellness and the practitioner treating you are not liable for your provider not covering your claim. All responsibility for ensuring you will be reimbursed for services provided lies with you. Please contact your insurer prior to beginning care at our clinic for queries regarding your reimbursement and services covered.  Please note we can not and will not amend receipts for services provided as this is regarded as insurance fraud. Kindly refrain from asking as we will refuse.  

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Dress Policy  

Our goal is for you and our therapist to feel comfortable during the treatment sessions. We do not use gowns in our clinic. Please dress sensibly in clothing that will not restrict your movement in any way such as wearing jeans. We suggest you wear comfortable athletic leisure wear.  To maintain your personal dignity kindly wear appropriate undergarments. If you wear a head covering such as a Turban or Islamic veil please wear an alternative and/or be prepared to remove your head covering as they tend to come off during treatments.  If you feel uncomfortable during a treatment session for any reason, please ask for one of our assistants to be present in the room.  

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Complaint Procedures

Our goal is to provide you and your loved ones with the highest quality of care. We pride ourselves on a referral based practice. If for whatever reason you are unsatisfied with your care please contact our Clinic Director, Dr Tarveen Ahluwalia, doctortarveen@gmail.com. We are approachable and hope to resolve any disputes with respect, dignity and confidentiality as soon as possible.

Alternatively, feel free to contact the United Chiropractic Association for additional guidance. https://unitedchiropractic.org/9/Contact-Us.

Updated January 2024.