Service Level Agreement
Agreement Overview
This agreement was last modified on 30th July 2023
Review Period: Annually
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”)
between Fit4LifePhysio and our clients for the provision of physiotherapy and
related services and supplies.
This Agreement remains valid until superseded by a
revised agreement endorsed by Fit4LifePhysio.
This Agreement outlines the parameters of all
physiotherapy and related services and covered as they are mutually understood
by Fit4LifePhysio.
Goals and Objectives
The purpose of this Agreement is to ensure that the
proper elements and commitments are in place to provide consistent
physiotherapy and related services and supplies, support and delivery to the
Client(s) by Fit4LifePhysio.
The goal of this Agreement is to manage the
expectations of clients with regards to our physiotherapy and related services,
and to ensure that we maintain a high standard of service.
The objectives of this Agreement are to:
·
Provide clear reference
to service ownership, accountability, roles and/or responsibilities.
·
Present a clear, concise
and measurable description of service provision to the customer.
·
Match perceptions of
expected service provision with actual service support and delivery.
Periodic Review
This Agreement is valid from the Effective Date
outlined herein and is valid until further notice. This Agreement should be
reviewed at a minimum of once per 12- month period; however, in lieu of a
review during this specified period, the current Agreement will remain in
effect.
Service Agreement
The following Services are covered by this Agreement:
·
Appointments are booked
at a mutually convenient time to suit.
·
Following the Initial
Assessment, findings and recommendations for intervention will be discussed with
the client, along with an agreed course of treatment. The charge for this will
be detailed in the terms and conditions.
·
We will aim to offer a
rehabilitation programme to suit the client and treatment capacity.
·
We will aim to provide
24 hours-notice of any cancellation of appointment.
·
We will give at least
one month’s notice of amendments in pricing.
·
All of our clinicians
are fully HCPC compliant and members of the Chartered Society of Physiotherapy.
·
We carry full liability
indemnity insurance.
·
Payments for treatment
are required by return.
Service Scope
An assessment and provision of physiotherapy services, as agreed
with the client.
Service Management
Effective management of physiotherapy services is a
result of maintaining consistent service levels. The following sections provide
relevant details of service availability and complaint handling.
Coverage parameters specific to the service(s)
covered in this Agreement are as follows:
·
Telephone support: 9.00
am to 5:00 pm Monday – Friday
·
Email support: Monitored
9.00 am to 5:00 pm Monday – Friday
·
Emails received outside
of office hours will be responded to on the next available working day.
·
Having requested physiotherapy
intervention, we will endeavour to arrange an appointment as soon as possible.
Complaints
·
If for any reason there
should be a complaint, this should initially be submitted in writing.
·
Fit4LifePhysio aim to
address any complaints within 5 working days upon receipt in writing.