Continuing COVID Safety

Clinic Update October 2020

Clinical and Company Director Carys Roberts

Just a reminder of what we all looked like before we had to be dressed in PPE!

Balancing increased demand and Safety

As we enter this time of year we are normally preparing for our busiest time of the year.

Given what we are already seeing in clinic (more aches/pains from colder/damper weather, conditions exacerbated by lockdown, longer NHS waiting lists, need of people to remain working to safeguard their jobs etc) this year doesn't look to be any different. 

However, to ensure we are not compromising the safety for our Staff and Clients our capacity on rooms and staff is reduced by 40% compared to last year. We therefore need the help of our clients to ensure that we are working as efficiently as possible so that we can get treatment to those that need it in these difficult times.

I greatly appreciate you reading the information below of the measures we have put into place to ensure smooth running of the clinic for the forseeable future.
Website Improvements
We are in the process of updating the design and information throughout the site but the following have now been added and we encourage our clients to use these new online services where possible:
Online Booking
  • Now available for many of our services including:
    • Chiropody/Podiatry/Biomechanical Assessments (F2F)
    • Osteopathy (F2F)
    • Hypnotherapy Virtual Assessments
    • Physio/Sports Therapy Virtual Assessments 
    • Telephone Consultations/Discussions with Clinicians
    • Gym and Exercise Studio Access
  • Book and pay online in one visit

Online Payment
  • Been a long time coming – 3 months instead of the 3 weeks we were promised!
  • Very grateful for everyone’s patience
  • Finally available – 24/7!!
  • Works for all appointments already booked by phone or in clinic
Paying before your appointment - Why?
  • One of the reasons we wanted online payments
  • Made necessary by COVID-19 when we had no payment facilities on-site
  • Still necessary to reduce congestion by the Reception desk
  • Efficient use of Administration time for staff
  • Helps us to keep the clinic COVID-safe for everyone
Email Information

ALL of our booking emails have been reviewed to include NEW INFORMATION

Please look carefully at your booking confirmation/reminders for:
  • Extra things that you must do because of COVID-19 e.g. online declaration form
  • Information about things to bring which the clinic is no longer able to provide
  • Where to go when you arrive
  • When to pay
  • New ways to pay
Clinic Arrangements
How we are continuing to ensure safety of Staff and Clients:
  • Space in Clinic
    • Less treatment spaces available to allow distancing and time to disinfect between clients
    • Waiting areas – we now have 2! 
      • Please check the sign at the top of the stairs
  • Making Appointments/Payments
    • Please do so online in advance of your appointment where possible
    • Available on site but please respect signage of distances
  • Phone
    • Technical difficulties beyond our control have affected the phone system-we’re so sorry.
    • Call handling service. When we can’t get to the phone they will get a message to us, and will soon be able to take phone payments for those that cannot pay online
  • Handwashing
    • Preferable to Alcohol gel
    • Sinks Available in Treatment Room, also in toilets downstairs
    • We have also installed an additional sink in Treatment Room 10 to increase the amount of rooms we can utilise safely.
  • Toilets
    •  On the ground floor.  Please only use if essential and visit before coming upstairs.
  • Entry/Exit
    •  additional doors are being used to make distancing easier, details attached to booking emails
  • Masks
    • If you are medically able to wear a Mask please do so - our staff will tell you when appropriate to take it off
A reminder of what to expect when coming to clinic
Changes to Carys' Diary from 22nd October 2020
- Thursday afternoons
Getting more appointment availability...without wearing her out!

I am aware that there is a wait on appointments in my diary, so have taken action to try and free up some more appointments without compromising my own health (practicing what I preach!).

Therefore, I am pleased to announce the addition of Abbie-Mae Rathbone to the team on Thursdays to assist me with my Clinical Admin and also Treatments.

Abbie came on a work placement with us in Summer 2019, and wowed me so much with her skills and attitude to work I offered her a full time internship to start in May 2020 straight from graduation... unfortunately due to the events this year this could not happen.

Fortunately, Abbie was able to find alternate part-time employment working as a Physio Assistant in the NHS (on a non-COVID ward) to maintain her clinical skills. They have agreed she can come and assist me on Thursdays - so we will be operating a Team approach to client care splitting treatment sessions between the two of us to better utilise room space and expertise. This will allow me to see twice as many patients on a Thursday than previously.

Clients that are affected by changes to appointment times due to this in the coming weeks have already been emailed new appointment booking confirmations.

As always optimum client care is at the forefront of this arrangement, so no clients that I know require me/specific handling for the entire session will be split.


Without the support of our clients we would not have the fighting chance we now do to survive as a business and continue offering the excellent clinical care we pride ourselves on.
Best Wishes as Always,
Carys, Diane and The Swans!

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Swan Physio Ltd · The Keele Centre · Three Mile Lane · Keele, Staffs ST5 5HH · United Kingdom

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