Frequently asked questions

Question 1

What are the Clinic opening hours?

Answer

Monday to Friday 9am - 6pm Saturday 9am -12.30pm Please note we are closed on bank holidays and opening times may vary at Christmas and New Year.

Question 2

Is there car parking at the Clinic?

Answer

There is a car park to the rear of the practice. Enter St Audrys Lane and you will see the car park entrance on the right immediately behind the building.

Although there is no parking restriction on Yarmouth Rd, it is a busy through road and, we do not recommend it for safety reasons. We also prefer you not to park in front of the neighbours' property.

For those arriving by bus from Woodbridge or Wickham market there is a bus stop immediately outside the practice.

We offer disabled access and full disabled facilities within the building.

Question 3

Are your services covered by my insurance?

Answer

We enjoy specialist status with BUPA, PPP and all major insurance companies. Most now refund all or part of patients' fees, some have special referral conditions or require that you tell them at the onset. We recommend that you check details with your insurer before your first appointment. If you are intending to claim via your insurer you will need to bring a policy number and claim number with you.
It is your responsibility to ensure that your policy covers you and you should update your insurer of your situation during your care, particularly if you are referred for investigation or other forms of treatment. Please note that some AXA-PPP and other policies have a fee shortfall and excess to be met by the patient.

Question 4

Is it necessary to see my GP first?

Answer

Many patients are referred to us by their Doctor, but it is not necessary to visit your GP first (except when a GP referral is needed for the purposes of health insurance). If there is any reason for us to contact your Doctor we will ask you first.

Question 5

What can I expect from my first appointment?

Answer

Upon booking: When making your booking, you may wish to let our receptionist know what treatment is required for. This is not essential, however, our receptionist can help you see the right practitioner. If you are booking online, you can also leave a note for the practitioner. On the day: Our receptionist will ask you to complete a new patient form. This will ask for your contact information and the name of your doctors surgery. Learn more about our data protection policy. During your appointment: Your practitioner will take a thorough case history. This will be followed by an appropriate examination or assessment, depending on problem. Depending on the findings, your practitioner will discuss potential treatment options with you. Your practitioner will also discuss the need future appointments.

Question 6

What should I wear for my appointment?

Answer

After we have taken a full case history of your problem it may be necessary for you to be examined. Most often it is necessary to ask you to remove some items of clothing so that the area to be examined can be exposed. You may wish to wear loose clothing such as tracksuit trousers or shorts and a t-shirt so you can be examined without removing these.
If you have special concerns over what you need to wear or will be asked to remove please contact us before the consultation or ask when you first enter the consulting room. If you wish you can ask for a chaperone or bring a friend or relative to your consultation.

Question 7

Can I get a urgent appointment?

Answer

If we know you are in urgent need, we will do our utmost to see you as soon as we can. Please call reception to request an urgent appointment.

Question 8

How do I give feedback or make a complaint?

Answer

Gilmour and Associates welcomes your comments about your experience, good and bad. If you have any problems or concerns we would rather know at the earliest opportunity. Whenever possible we will act on your feedback.

You can call Felix on 01394 387818 or email felix@gilmourosteo.co.uk. Alternatively, you can write to him at Tollgate Cottage, Yarmouth Road, Melton, IP12 1QF regarding any aspect of your care or the service you receive.
Andrew Gilmour and Associates has a formal complaints procedure, a copy of which is available to download here.

Question 9

Can I speak to my practitioner between my appointments?

Answer

Yes. If you have new problems or concerns between treatments we would rather you phone than be anxious or suffer pain in silence. If we are busy we will return your call as soon as possible. Contact us.

Question 10

What are the fees?

Answer

Our fee list is available here. Fees are due at the time of treatment unless you have the policy and claim number from your insurer or if you have written authority from another party such as your employer that they will settle the account on your behalf. There is a credit/debit card facility for your convenience.

Question 11

How will my personal data be used?

send you appointment notifications or reminders;
contact you to change an appointment;
seek a progress report on your condition;
send you relevant medical reports or your account.

We will not :-

share your contact details with others without your consent; or
send you unsolicited mail or ‘mail shots’.

Answer

The data you give us and the notes we generate for you are personal to you and we take the protection of such information very seriously. We are fully compliant with the General Data Protection Regulations (GDPR) 2018. Upon arrival for your first appointment we willl ask you to complete a data consent form, this will either allow you to grant or deny us keeping records of your treatments with us. A copy of our Data Privacy notice can be found here. If you consent, we will store your personal information so we can: