Company policy
FISIOPLANET's goal is to provide high quality services for the well-being and health of our patients. We pride ourselves on having a team of highly trained professionals committed to patient-centred care. We recommend that you visit the FISIOPLANET DNA section for a deeper insight into our principles.
We offer a wide range of health-related services, such as:
We seek constant improvement in our services to offer you the best possible quality of life, to help you recover from your injuries, to promote prevention and to maintain your health in the long term. For this reason, we believe that you should read this document to be informed of everything that happens in our treatments and ask us any questions you may have in this regard.
It is usual and recommended that your first visit with us is using the physiotherapy or sports medicine services, where you will have told us about your situation and after an initial interview and assessment, the professional who has attended you will have proposed a treatment plan that may include one or more services.
Although it is very difficult to estimate how long your treatment will last, based on our experience, we can make a close prognosis of how long it will last depending on your injury. Therefore, in that first session you will be informed of the steps to follow and which service or services are the most recommendable for you.
METHOD OF PAYMENT AND FEES
As for the method of payment, we have 3 types:
- Payment per session: The most common payment method is the one used for physiotherapy, sports medicine, sports nutrition and sports psychology services, and is made once the session is finished through our reception staff.
- Monthly payments: This is a payment made in advance once the service has been arranged and thereafter between the 1st and 5th of each month. It is used in rehabilitation and readaptation services, where we calculate the number of sessions to be used during the month and book the scheduled appointments.
- Subscription: These are fixed fees paid by scheduled direct debit and are used for exercise group services.
PLACE BOOKING
You must understand that if you delay the payment of your monthly payment or subscription after the 5th day, we cannot guarantee that your booking or your place in the group will be maintained.
CANCELLATION POLICY
We understand that sometimes unforeseen circumstances may arise that require the cancellation or rescheduling of an appointment and at FISIOPLANET we value your time and effort, so we ask that you give us at least 24 hours notice if you need to cancel or reschedule an appointment. This way we can offer the appointment to another patient who is waiting and needs it.
If less than 24 hours notice is given, the full amount of the session must be paid if you wish to continue with the treatment in the case of individual payment services or the appointment will be forfeited in the case of a monthly payment.
Of course, we understand that an emergency may arise and you may not be able to give us more notice, so each case would be handled on an individual basis.
We are quite punctual so we appreciate your punctuality in coming to your appointment. If you are not punctual, the appointment will end when the next patient arrives.
It is true that in the medical service it is very difficult to calculate the exact time we will need with each patient, so in this particular service we ask for your patience because it is the only one that can be subject to regular delays, once you enter your appointment you will be treated with the same treatment and you will be given all the time you need for your case without exception.
What if FISIOPLANET cancels the session? In no case will the session be lost if we are the ones who have to cancel it, for example, because the physiotherapist or physical trainer is ill. You will be offered several solutions and you will choose the one that suits you best.
In which cases is money reimbursed?
- If your referring doctor considers that your recovery is complete and discharges you.
- If you are awaiting surgery and have to interrupt your treatment because of it.
- For justified reasons of force majeure that force you to interrupt your treatment.
UNSUBSCRIBE
In the subscription mode, as it is an automatic monthly and indefinite payment, there is the option of unsubscribing in writing. To do so, ask our reception staff for the cancellation document to be signed and returned at least one week before the first day of the following month. Otherwise, you will have to pay the full fee as every month.
SESSION RECOVERY
If you are unable to keep your appointment and give us more than 24 hours notice, your appointment will be rescheduled.
If you have made a monthly payment, the appointment will be rescheduled within the same week, (or next week if the appointment is in Friday) depending on availability at the centre. It will not be cumulative to other weeks or months, nor will the session be discounted for the next month.
In the case of groups, where a subscription is paid, there will be no refunds or make-up sessions for absences on the part of the patient. Local or national holidays on which the centre is closed are not recoverable and will not be deducted from the monthly fee.
We hope this information is clear and helps you understand our company policy. If you have any additional questions or concerns, please contact us. We are committed to your wellbeing and strive to provide you with high quality services for your health and recovery.
Thank you for trusting FISIOPLANET!
