This agreement was last modified on 23rd May 2018.

Service Level Agreement

PhysioFunction Service Level Agreement

Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between PhysioFunction and our clients for the provision of physiotherapy and related services, equipment supplies, medico-legal and training services. .

This Agreement remains valid until superseded by a revised agreement endorsed by the Directors.

This Agreement outlines the parameters of all physiotherapy and related services, equipment supplies, medico-legal and training services covered as they are mutually understood by the Directors. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

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, equipment supplies, medico-legal and training services, support and delivery to the Client(s) by PhysioFunction.

The goal of this Agreement is to manage the expectations of clients with regards to our physiotherapy and related services, equipment supplies, medico-legal and training 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.

The Client Services Supervisor (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the directors and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Client Services Supervisor : PhysioFunction
Review Period: Annually
Previous Review Date: 09th July 2015
Next Review Date: 08th July 2016

Service Agreement

The following detailed service parameters are the responsibility of PhysioFunction in the ongoing support of this Agreement.

The following Services are covered by this Agreement:

  • We will provide a full quote for physiotherapy services which will be confirmed in writing within our Terms & Conditions.
  • Appointments are booked at a mutually convenient time to suit.
  • Following registration, you will be contacted by the treating clinician within 2 working days to book an appointment.
  • Following the Initial Assessment a short report can be produced at the request of the customer detailing findings and recommendations for intervention. The charge for this will be detailed on the terms and conditions.
  • We will aim to offer a rehabilitation programme to suit the client, budget and clinician 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 compliant with HPC and CRB.
  • We carry full liability indemnity insurance.
  • Invoices are raised at the end of each calendar month and payments are required by return.

Service Scope

    • Service Scope – PhysioFunction Supplies Ltd
      • We will provide a full quote for recommended products.
      • Once the purchase has been agreed, Physiofunction Supplies will issue an invoice which requires immediate payment.
      • Once payment is received we will order the product within 2 working days.
      • Where specialist fitting is required, we will arrange a mutually convenient appointment with one of our clinicians to suit.
      • Where specialist fitting is not required, the product will be posted out within 1 working day of goods received by us.

    • Service Scope – PhysioFunction Medico-Legal
      • We will carry out a full assessment of the patient as per the approved letter of instruction.
      • We will then submit a full report detailing our findings from the assessment and incorporating any specific areas as per instruction, to include recommendations for any products or services that we feel would be beneficial.
      • We shall also submit an invoice for our time, payment of which must be made within 30 days.
      • A full and detailed estimate of the price of the recommended products and services will be provided. We will also ensure that where possible, information on sourcing the product will also be provided.
      • All reports will include a signed declaration verifying the legitimacy of the report.
      • We will endeavour to be available, on request, to stand as an expert witness in court in support of our report.
      • Our Medico-Legal physiotherapists are fully compliant with HPC and CRB.
      • We carry full liability indemnity insurance.
      • Report amendments will be considered on an individual basis.

    • Customer Requirements
      • Customer responsibilities and/or requirements in support of this Agreement are detailed in our Terms and Conditions (appendix I).

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.
  • Physiotherapy appointments:
  • Having requested physiotherapy intervention via the Head Office, you will receive a telephone call from the physiotherapist within 2 working days to book an appointment and where possible we will endeavour to see you within 2 weeks of initial enquiry.

Complaints

  • If for any reason there should be a complaint, this should initially be directed to Clients Services.
  • After initial contact PhysioFunction aim to address any complaints within 1 working day.
  • If Client Services cannot resolve the complaint it should be escalated to the Manager of Client Services within 2 working days of the initial complaint.
  • The Manager of Client Services should investigate the complaint and decide on a course of action to resolve the complaint within 3 further working days.
  • If this still does not resolve the complaint it should be escalated to Clinical Director for final resolution within 5 working days of the initial complaint.