OUR POLICIES
Payments & Refunds Policy
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Payment Methods - We welcome payments via cash, card, or direct debit.
Payment for all sessions, except when covered by a pre-payment plan, is due on or before the conclusion of each appointment.
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Refund Procedures
Refund requests should be directed in writing to the Clinic Director, Larisa Bogle at lbogle.tlc@gmail.com
Private Healthcare Claims Policy
Please be aware that whilst Tender Leaf Clinic is registered with some private health care cash plans (Simply Health, Westfields Health, WPA) but it does not deal directly with insurance providers. Therefore, if you plan to claim from your insurer for treatment received we strongly advise checking your policy details with them before treatment commences. We do provide detailed invoices for all services rendered, which you can submit to your insurer for reimbursement as per their policies.
Kindly note that payment for treatments is required either before or on the day of your appointment. Thank you for your understanding and cooperation.
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Reassessment Policy For Returning Patients
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For Patients Returning after 12 Months Of Last Visit
Returning patients who have not been seen at The Chiropractic Studio for a year, or those presenting a new health issue, will require a reassessment. This crucial step allows us to comprehensively review your present health concerns and continue providing you with care that is both safe and appropriate. Reassessments are concise adaptations of our new patient initial consultation appointment and are available at a discounted rate.
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Complaints Feedback And Resolution Policy
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Should you have any issues with the services received at Tender Leaf Clinic, we invite you to first discuss them with our Clinic Director, Larisa Bogle. She is available for contact via phone at 07762199883 or through email at lbogle.tlc@gmail.com.
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Clinical Care Decision Making Policy
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At Tender Leaf Clinic, we continuously evaluate the alignment of our treatments with each patient’s best interests as a fundamental aspect of their healthcare programme. Our clinical decisions are grounded in evidence-based reasoning, individual health circumstances, and patient preferences, ensuring that our care meets high-quality standards and regulatory compliance.
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If we believe at any point that our services are not in your best interests, or that you may require further health services beyond our scope of practice we commit to communicating that to you in a clear, timely and transparent manner. We will provide a clear rationale if we deem any treatment to be inappropriate, and with your consent, will, if necessary, facilitate a referral to an alternative healthcare provider.
Please note that in these situations, we reserve the right to charge for consultation and assessment services.
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Open Information Policy
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We are committed to providing you with comprehensive information to enable you to make informed decisions regarding your healthcare. We encourage our patients to actively participate in understanding the treatment that they receive and the consent they provide in order to allow us to care for them.
Talking about things like your healthcare programme and your treatment progression, potential risks and alternative options we do as standard. However, if you find yourself uncertain, or in need of a refresher, just let us know. We are more than willing to revisit any topic as often as you wish. We want to ensure you are fully informed and comfortable with your treatment journey.
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So, if at any point you would like further information or clarification to aid your decision-making process, please do not hesitate to ask. We love answering questions about what we do – no matter how trivial they may seem – so please ask away!
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Dress Code & Privacy Guidelines
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Generally we suggest wearing flexible attire such as leggings, shorts, or T-shirts to ensure comfort and ease of movement during your visit. Depending on treatment type requested you may be required to remove some clothing down to underwear but you’ll never be asked or expected to undress completely. Removing some clothing may be required for proper examination or treatment and where treatment and/or assessment requires clothing to be removed, we’ll always explain the reasons behind the request and prioritise your comfort and modesty. For optimal treatment access we offer short-sleeved surgical-style gowns with convenient Velcro fastenings at the back. Larger treatment areas are covered and kept warm with towels.
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Chaperone & Linguistic Support Policy
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Chaperone Policy
At Tender Leaf Clinic, our priority is to maintain a respectful, secure, and comfortable setting for each of our patients. As part of our support to this commitment, we acknowledge and welcome the value of having a trusted individual accompany you during your visit whether it be a relative, friend, or caregiver. For our records, we’ll note the essential information of your chaperone, such as their name and their connection to you.
Chaperones serve to offer comfort and assurance throughout your appointment. They are not, except under specific circumstances, involved in decision-making or able to provide consent on your behalf. Our care is and always will be focused on the patient, with or without the presence of a chaperone. You are entitled to decline the presence of a chaperone or ask them to leave at any stage of your consultation. There may be instances, due to health or safety concerns, where we might have to ask chaperones to step out.
Linguistic Assistance Policy
TLC is committed to clear communication and informed consent. This policy details our stance on language support and interpretation.
Understanding all aspects of care, including questions, the consent process, and associated documentation, is essential. If a patient’s command of English is insufficient for such understanding, we require an interpreter or translator to facilitate communication.
Regrettably, TLC does not offer in-house interpretation services. However, we can suggest external professional interpretation services if required. Any fees incurred by engaging such services remain with the patient. It is the patient’s responsibility to secure an interpreter if required.
If a patient declines to use an interpreter, or if the interpreter cannot effectively facilitate communication between the patient and practitioner, we may need to discontinue our services to maintain patient safety and our professional standards.
Interpreters should be capable of translating medical terminology and understanding confidentiality and consent requirements. Interpreters should also be of a suitable age and maturity to ensure adequate communication. Therefore, we are unable to accept interpreters under the age of 18yrs. Patients must ensure their interpreter is present for the duration of all appointments where language assistance is needed. The Chiropractic Studio is not liable for miscommunications due to the absence or inadequacy of the interpreter.
Patients are required to provide the name and contact information of their interpreter for our records and the use of the interpreter will be documented in the patient’s medical record.
Non-adherence to this policy could lead to the rescheduling or cancellation of appointments until proper language support is arranged.
By adhering to this policy, The Chiropractic Studio ensures that all patients receive equitable care, and that informed consent is properly obtained and documented.
Charter For Inclusivity, Diversity & Equality
At TLC, we consider it a great privilege to have the opportunity to contribute to the health and wellbeing of our community, embracing every individual’s unique characteristics and right to individual expression. We are therefore committed to upholding the following tenants:
Inclusive Environment: We strive to cultivate a space where dignity is respected, diversity is celebrated, and all individuals are valued, and supported.
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Equal Opportunities: Our mission is to ensure equitable opportunities for our staff and patients alike, providing consistent, fair treatment and the highest standard of care.
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Continuous Improvement: We actively pursue improvements in our practices to further enhance and promote equality, diversity, and inclusion within our community.
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Safe and Welcoming Space: Our studio is a safe-haven where everyone can seek care-free from discrimination or prejudice.
We firmly believe that adherence to these principles is vital for the well-being of our patients and the efficacy of our treatments. As such, we maintain a zero-tolerance policy towards inequality, discrimination, victimisation, bullying or harassment.
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Your feedback is invaluable to us. If you believe there are areas where we can enhance our services, we welcome your input please don’t hesitate to email any suggestions to: lbogle.tlc@gmail.com.
We are always eager to improve and will do whatever we can, wherever we can to ensure we elevate the quality of our services for all.
Clinic Confidentiality, Data Processing & Privacy Notice
(About the information the Clinic holds on you)
What we need
Tender Leaf Clinic is what is known as the ‘Controller’ of the personal information you provide to the Clinic. We collect personal data about you including contact details, information about your health and medical history, as well as your lifestyle. We keep records of your appointments and add information about your treatment to your individual file.
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Why we need it
We need to know your contact details in order to contact you about appointments, to let you know of anything we are legally bound to send you and to provide you with information about your treatment and rehabilitation. We ask you for information about your health, medical history and lifestyle in order to diagnose your problem(s) and devise a treatment plan that is individual to you and your needs. We keep records of your treatment to check the effectiveness of your care and to keep your plan of care under review.
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What we do with it
All the personal data we hold about you is kept on the Clinic’s computer systems in the UK or using services that we have assessed as providing a high standard of security. No-one else has access to your personal data unless the law allows them to do so. If we need to inform other health professionals about your condition and treatment, such as your GP, we will only do so with your permission.
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Tender Leaf Clinic will not send you any marketing emails and will not sell or share your contact details with any other organisations.
We have reviewed the security of our systems and our data protection practices to ensure that we are operating within the requirements of the General Data Protection Regulation.
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How long we keep it
We are required by the General Chiropractic Council (GCC) to keep records of treatment for 8 years. So we will keep your individual file for eight years after your last treatment with us. In the case of children, we are required to keep their records until they are 25 years old.
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Please note that we don’t keep information about the credit or debit cards you use to make payments, as these are held only by the payment service we use.
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What are your rights?
If at any point you believe the information we have about you is incorrect you can request to see this information and have it corrected. You have a right to ask for information to be deleted, but as the Clinic is required under GCC regulations to keep information about the treatment we have provided, we might not be able to do this. If you wish to raise a complaint on how we have handled your personal data, please contact the Clinic in the first instance.
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If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can complain to the Information Commissioner’s Office (ICO). See ww.ico.org.uk/concerns
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Larisa Bogle (Clinic Director) - Tender Leaf Clinic Limited.
Registered office: 1 Cline Court, Crownhill, Milton Keynes, Buckinghamshire, United Kingdom, MK8 0DB
info@tenderleafclinic.co.uk 07762 199883
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UPDATED APRIL 2025