Client Information

Owning a women's health focused clinic and running my own business brings me so much joy. Self employment isn't easy but it means that, unlike when I worked for other companies, I can really focus on my clients, client care and the journey we go on together to help you to live your best life.

I've decided that this year, 2020, I'm going to be very upfront and very honest with my clients to ensure that we are both clear on expectations. I think this will make my relationship with clients stronger because open and honest communication is always key to a great relationship. It is a tough conversation to have, it can get a bit on the nose, but at the end of the day the reason I made this page is so that we can get the tough bit over with and focus on the awesome bit - YOU. 

Below is some of the important information you'll need and some notes on respect, boundaries and expectations that you will already know but it is good to outline these as well as a friendly reminder.

Your Appointments

  • Be on time. To all of your appointments. If you're running late then I'm happy to use what time is left of your appointment but I won't run overtime as it is not fair to the next client. 

  • Don't cancel last minute, give me at least 24 hours notice so that I can fill that spot with another client who could really appreciate the time. 

  • If you're sick, you're sick. Don't bring viruses and flus into the clinic as it is not very considerate of myself or my other clients. As a guide if you have had something contagious (flu, gastro, etc) wait a minimum of 3 days or 72 hours before coming into the clinic - this stops the spread of these nasty germs and means that you'll earn a gold star of appreciation from me!

  • If you're sick, let me know as soon as possible. Don't wait til 6pm the night before your appointment. If you wake up sick or start to feel unwell the day before, message me so that we can rejig your appointments so that you can rest and recover - I want you to make the most out of your appointments, not feel pressured to attend even when you're not feeling your best.

  • I will send people home if I deem them too unwell or likely to pass on germs to others in the clinic / studio. Again, this isn't because I'm being rude to you, it is because I respect those around me and those I work with enough to ensure their health and safety is prioritised.

  • Do your homework. Contrary to popular belief - Physiotherapists don't get out exercise for the fun of it (I know, shocker!) - we do it because we think they will help you to strengthen and mobilise the muscles and joints that are hurting or weak. We won't know if it is working unless you do your exercises so we can re-evaluate and tweak it next appointment to make sure you're on the path to a great result. 

  • Ask if you're not sure about something. Forgot how to do an exercise? Forgot what I told you in an appointment? Forgot something you were supposed to look up? Just ask. The best way to do this is through instagram as I check that regularly. I would much rather you ask then wait til the next appointment! 

  • Follow my social media pages. Two reasons for this - I am going to be posting SO much free content like stretches, educational videos, fun challenges etc and if you're a follower then I'll see your messages first otherwise sometimes they end up in an alternative area of my inbox and I may not get to them in time! My social handle is @katehenryphysio.com

Your Physiotherapy Journey

  • Every single one of my clients will have access to an app for all of their physio exercises - the app is called PhysiAPP. This app is instrumental in ensuring you know how many reps, sets and days to do your exercises on. Whilst the app is fantastic, if you're not sure about an exercise, it is your responsibility to let me know so I can provide further information and instruction.

  • Your program of exercises is tailored to YOU. If you miss appointments or reschedule, your app may expire. The app is set to be in line with your appointments and is re-set at each appointment to ensure continued care and access. 

  • You do not have to record your exercises as completed in the app BUT I highly encourage that you do so that you'll stay on track and see results sooner! 

My Response Time & Down Time/Holidays

I truly believe that we can be our best selves when we are healthy, well rested, take care of our mental health and respect our downtime / recharge time. I highly encourage my clients to do the same! 

  • I work in my clinic 3 days a week. On these days I will respond to messages between the hours of 7:30am and 7:30pm - currently the days I work are Tuesday, Wednesday & Friday. Outside of these times, on weekdays - I will answer messages and inquiries usually the next day during standard business hours and, on weekends - I will answer at leisure/convenience or on the Monday that follows that weekend. It is rare that it will take me longer than a day to reply unless it is a weekend.

  • I truly LOVE connecting with my clients and community and I am frequently uploading or active on social media, however, I am also very respectful of my mental energy and my need for boundaries and to recover and recharge to perform at my best so this is why I have outlined the above. 

  • I know it can be frustrating not to get an instant reply in a world where we are SO connected. Please remember that we are all human, we all need time to recharge and we all do that differently and we all need to respect each other. 

  • I am forever telling my clients how important down time and rest is and so this year I'm going to be taking my own advice a bit more (yay!). In 2019 I took 3 days off work total (not including Xmas/NY break) to go on short holidays and mini breaks because I have a terrible habit of swapping my days of work so that I don't take too much time off! I'm sure my clients can relate to this one! #foreverworking

  • This year, I will be respecting my downtime by taking 4 weeks of holidays across the year (just like a normal job!) - when I take holidays I always make sure that my clients are warned well in advance and I set my emails & socials to "away" to ensure that I respect the time out. During these times I will not respond to inquiries but I may still be on the socials as I love to share fun and inspiring content! 

Your Expectations

  • This is something that we will discuss in your first appointment. It is super important that we are both on the same page so of course I want to know your thoughts too! 

  • I love helping people so much! I also think it is very important that you are paired with the right Physiotherapist for your journey. If your injury or issue would be best treated by a colleague I know I will always make sure to refer you to the best possible team!

Writing about this was hard for me because it is a real challenge to lay out expectations and do it gently so I hope that when you read this you know it comes from a place of wanting to be the best possible physiotherapist for you and ensuring that we are on the same page so that we can achieve the most out of your health journey together.

If you have any questions about this page, please feel free to email me at info@katehenryphyiso.com or message me on instagram @katehenryphysio. 

© 2020 Kate Henry Physiotherapist