PATIENTS’ GUIDE for INDEPENDENT HEALTHCARE SETTINGS
| Name of establishment or agency | Equinox Physiotherapy Partnership Ltd |
| Address and postcode | Unit 2 Block B Llys y Barcud Crosshands business park Crosshands SA14 6RX |
| Telephone number | 01269 833853 |
| Email address | enquiries@equinoxphysiotherapy.co.uk |
| Date Patient Guide written | 19th March 2026 |
| Author | Bethan Drinkall |
Contents
Section 1 – Summary of Statement of Purpose
A summary of the aims and objectives, treatments and facilities of the service.
Section 2 – Terms and conditions
The terms and conditions of services to be provided by the service, including the amount and method of payment for all aspects of treatments.
Section 3 – Contract between patient and service provider
Details of the contract between the patient and the service provider.
Section 4 – Complaints procedure
A summary of the complaints procedure for the service.
Section 5 – Summary of patient views
A summary of reviews from patients when available
Section 6 – Registration Authority
A link to the most recent HIW inspection report (once available) and information how a copy can be obtained.
Section 7 – Date
The date on which the Patient Guide was reviewed and the reasons for the review.
| SECTION 1 – SUMMARY OF STATEMENT OF PURPOSE |
| Equinox Physiotherapy provides specialist physiotherapy and neurological rehabilitation services for both adults and children. The service is committed to delivering safe, effective, evidence based treatment within a professional clinical environment. The aim of the service is to improve mobility, independence and quality of life for individuals with physical conditions and complex neurological needs. The objectives of the service include: • Delivering high-quality physiotherapy and neurological rehabilitation services. • Supporting adults and children with complex neurological conditions. • Improving functional outcomes including mobility, pain management and independence. • Providing multidisciplinary care through collaboration with specialist clinicians. • Ensuring all patients are treated with dignity, respect and compassion. The success of the service is monitored through patient outcome measures, patient satisfaction feedback, clinical audits and governance reviews. Services, Treatments and Facilities Equinox Physiotherapy provides outpatient physiotherapy and neurological rehabilitation services. Services provided include: • Specialist neurological physiotherapy • Paediatric physiotherapy • Functional rehabilitation programmes • Mobility and gait training • Strength and conditioning programmes • Pain management support • Post-injury rehabilitation • Exercise-based therapy programmes • Education and self-management support for patients and families • Trauma and Orthopaedic rehabilitation • Spinal injury rehabilitation The service supports patients with complex neurological conditions including: • Stroke • Traumatic brain injury • Spinal cord injury • Cerebral palsy • Multiple sclerosis • Parkinson’s disease • Neuromuscular disorders Visiting Neuro-Rehabilitation Consultant Equinox Physiotherapy works with a visiting Neuro-Rehabilitation Consultant who provides specialist medical clinics within the service. These clinics include: • Specialist neurological assessment • Management of complex neurological conditions • Neurological pain management • Neurotoxin injections where clinically indicated These treatments support the management of neurological conditions involving spasticity or muscle overactivity and are delivered in accordance with appropriate clinical governance and safety protocols. Dr Sajida Javaid carries all of her own professional indemnities and insurance to practice. Medicines Management and Neurotoxin Injections Where neurotoxin injections are provided within the service, they are delivered by a suitably qualified and experienced Neuro-Rehabilitation Consultant. All medicines used within the clinic are: • Prescribed and administered in accordance with relevant clinical guidelines and professional standards • No drugs are stored within the clinical setting and brought to clinics by the treating consultant in line with GMC medicines management policies • Recorded appropriately within patient clinical records Specialist Clinics and External Clinicians Equinox Physiotherapy facilitates a range of specialist clinics delivered by external clinicians and providers, enabling patients to access a broader range of services within a single clinical setting. These clinics are provided by appropriately qualified and experienced professionals and may include: • Orthotic assessment and provision • Lycra garment assessment and fitting • Specialist equipment assessment, including: o Standing frames o Seating systems o Tricycles and mobility equipment These services support patients with complex physical and neurological needs by promoting optimal posture, mobility, function and independence. All external clinicians delivering services within Equinox Physiotherapy are required to: • Hold appropriate professional qualifications and registrations • Work within their scope of practice • Comply with Equinox Physiotherapy’s policies and procedures, including safeguarding, infection prevention and control, and health and safety The service ensures appropriate governance arrangements are in place for all external clinics to maintain patient safety and quality of care. Facilities and Equipment The clinic provides a professional clinical environment including: • A private treatment room • Rehabilitation and exercise areas • Reception and waiting areas • Accessible facilities for patients with mobility impairments Equipment includes physiotherapy treatment plinths, rehabilitation and mobility equipment and clinical supplies required for therapeutic treatments. All equipment is maintained in accordance with health and safety requirements, PAT tested, and serviced biannually by Cantre Mobility. |
| SECTION 2 – TERMS AND CONDITIONS |
| EQUINOX PHYSIOTHERAPY PARTNERSHIP LIMITED TERMS AND CONDITIONS https://docs.google.com/forms/d/1gF6WOnX2ynQx5OuCI6Nzhiz3gUCL2JqX48aIzQAa7XQ/viewform?edit_requested=true |
| SECTION 3 – CONTRACT BETWEEN PATIENTS AND SERVICE PROVIDER |
| Patients will receive a clear explanation of the services being provided, including assessment, treatment planning and ongoing rehabilitation. All treatment is delivered on an individualised basis and may involve collaboration with other healthcare professionals where appropriate. Where services are provided under medico-legal or case management instruction, a formal contract will be agreed with the relevant party. |
| SECTION 4 – COMPLAINTS PROCEDURE |
| 1. Statement of Purpose Equinox Physiotherapy Partnership Ltd is committed to delivering safe, effective, person-centred physiotherapy services. We recognise that feedback and complaints are essential to maintaining quality, safety, and professional standards. We ensure that all complaints are: • Taken seriously • Investigated fairly and proportionately • Used as an opportunity for learning and improvement • Managed in accordance with Welsh legislation and HIW requirements 2. Legislative and Regulatory Framework This policy complies with: • Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 • The Health and Social Care (Quality and Engagement) (Wales) Act 2020 • Duty of Candour (Wales) Regulations 2023 • Data Protection Act 2018 • HCPC Standards of Conduct, Performance and Ethics (where applicable) 3. Scope This procedure applies to: • Service users receiving physiotherapy assessment or treatment • Parents/guardians of paediatric patients • Carers or representatives • Individuals acting on behalf of a service user (with consent) It covers concerns relating to: • Clinical assessment, diagnosis or treatment • Communication and professional conduct • Safeguarding • Appointment systems and administration • Confidentiality • Environment and safety 4. Definition of a Complaint A complaint is: Any expression of dissatisfaction requiring a response, relating to the delivery of physiotherapy services. Informal concerns resolved immediately will be recorded as feedback. Formal complaints will follow the procedure below. 5. How to Make a Complaint Complaints may be made: • In person • By telephone • In writing (letter or email) • Through a representative (with consent) Contact details: Liz Sutton Smith Equinox Physiotherapy Partnership Ltd, Unit 2 Block B, Llys y Barcud, Cross Hands Business Park, SA14 6RX Tel: 01269 833 853 enquiries@equinoxphysiotherapy.co.uk Reasonable adjustments will be made to support accessibility. |
| 6. Complaints Handling Procedure 6.1 Acknowledgement • All complaints will be acknowledged within 2 working days. • A written acknowledgement will outline: • The issues raised • Investigation process • Expected response timeframe 6.2 Investigation The Responsible Individual or Registered Manager will: • Review physiotherapy records and clinical documentation • Interview relevant staff • Consider clinical reasoning and professional standards • Identify whether safeguarding procedures must be initiated • Consider Duty of Candour obligations All investigations will be objective, proportionate, and documented. 6.3 Response A full written response will be provided within 20 working days, unless complexity requires additional time (which will be communicated). The response will include: • Summary of the complaint • Findings of the investigation • Outcome (upheld / partially upheld / not upheld) • Actions taken • Service improvements implemented • Escalation information Where appropriate, a sincere apology will be offered in line with Duty of Candour requirements. 7. Duty of Candour If a notifiable safety incident has occurred, we will: • Inform the service user promptly • Provide a clear explanation • Offer a meaningful apology • Document the discussion • Support the individual appropriately 8. Safeguarding If a complaint raises safeguarding concerns (adult or child), these will be: • Reported immediately in line with safeguarding policy • Escalated to the appropriate local authority • Managed alongside the complaints investigation 9. Learning, Governance and Quality Improvement Complaints will be: • Recorded in a Complaints Register • Reviewed for trends • Discussed in governance or clinical supervision meetings • Used to inform policy updates and staff training As part of HIW compliance, complaint themes will inform: • Annual quality review • Service development planning • Risk register updates 10. Escalation If the complainant remains dissatisfied, they may contact: • Healthcare Inspectorate Wales • The Public Services Ombudsman for Wales Contact details will be included in the final response letter. 11. Record Keeping and Confidentiality • All complaints will be documented securely. • Records will be retained in accordance with data protection requirements. • Confidentiality will be maintained at all times. • Documentation will be available to HIW upon inspection. 12. Vexatious or Persistent Complaints If a complaint is demonstrably malicious, repetitive, or unreasonable: • A formal written decision will be issued • Boundaries for further communication may be set • The rationale will be documented 13. Policy Review This policy will be reviewed: • Annually • Following significant complaint themes • Following legislative or HIW updates |
| SECTION 5 – SUMMARY OF PATIENT VIEWS |
| Patients have expressed their appreciation and gratitude for the services we have provided. They express thanks for our kindness, and exceptional professional expertise. See below a sample of their views; Sincere appreciation for the beautiful flowers which you so kindly sent in memory of my husband.. They are lovely reminder of your support and friendship to us as a family and encouragement to him as he struggled to regain mobility in the wake of his stroke. We looked forward to his “therapy days” as Josh, Callum and Emma were always a ray of sunshine – lifting our spirits with hope and determination. Sadly pneumonia intervened and his health steadily declined beyond hope of recovery. We thank you sincerely for your care, kindness and exceptional professional expertise. I cannot tell you how delighted we were to see that video, (of their mum walking) it has been shared with Mum’s family in many corners of the world When I first contacted you we were desperate to help Mum and nobody was interested. She was very mobile before she broke her hip, her hip replacement was successful and although she was not supposed to, she took herself for a walk around the hospital the following day. On return to her care home she had no physiotherapy as she was judged to be non compliant due to her dementia. She was being hoisted around and was unhappy and stopped eating much, we felt she had given up, also developing pressure sores. Thanks to your team she is now able to get around again, she is smiling and happy and her appetite has improved. The care home say the “old K is back” We honestly couldn’t recommend Mia enough She is so gentle and patient with Liwsi, and from day one she’s made us feel completely comfortable. She explains absolutely everything she’s doing and always gives us things we can work on at home, which makes such a difference. We’ve been seeing Mia weekly since April 2025, and Liwsi’s progress has been unbelievable. When we first met her, Liwsi could just about sit for a few seconds, she couldn’t roll or initiate any movement at all. Now she rolls, sits unaided, initiates movement and is even attempting a little bum shuffle She’s trying to take steps in her gait trainer and can even pedal her trike for a short while! To see her strength and progress over the last 11 months has honestly been incredible. We’ve always been realistic with Liwsi’s mobility and never expected too much, we just wanted her to reach her full potential… but with Mia, she’s gone far beyond anything we imagined. She really has wowed us all. Mia is a miracle worker, and without her I truly don’t think we’d be seeing even half of the progress Liwsi has made. Please pass on our thanks to Josh, my mother really enjoyed their sessions, he has a great manner which she appreciated. Most importantly he helped her have more time at home, which we will always be grateful for. The care home staff are so impressed with how you have helped Mum and describe your team as brilliant. My whole family would like to thank you all for being so helpful and professional, we want Mum to have the best possible quality of life and you have helped her achieve this, we really are so very grateful. No Complaints have been received. |
PATIENTS’ GUIDE for INDEPENDENT HEALTHCARE SETTINGS
| SECTION 6 – REGISTRATION AUTHORITY |
| Not yet Inspected by HIW |
| SECTION 7 – PATIENT GUIDE REVIEWS |
| Date Patient Guide reviewed | |
| Category of changes made | ☐ Change of staff details ☐ Change of Registered person(s) ☐ Change of treatments ☐ Change of setting/organisation details |
| Reviewed by | |
| Date HIW notified of changes |
| Date Patient Guide reviewed | |
| Category of changes made | ☐ Change of staff details ☐ Change of Registered person(s) ☐ Change of treatments ☐ Change of setting/organisation details |
| Reviewed by | |
| Date HIW notified of changes |
| Date Patient Guide reviewed | |
| Category of changes made | ☐ Change of staff details ☐ Change of Registered person(s) ☐ Change of treatments ☐ Change of setting/organisation details |
| Reviewed by | |
| Date HIW notified of changes |
Produced for Healthcare Inspectorate Wales (HIW), Welsh Government, Rhydycar Business Park, Rhydycar, Merthyr Tydfil CF48 1UZ