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FAQs

What should I wear to my appointment?

If you are to attend an appointment for physical therapy, e.g., osteopathy, aromatherapy, alexander technique it would be advised to wear loose, comfortable clothing. You may be required to undress to your underwear. If you would feel more comfortable wearing a pair of shorts then please do bring some along. All patients are welcome to bring a chaperone/friend along with them to their appointment. Patients under 16 must be accompanied by an adult chaperone.

How many appointments will I need?

This depends on each case and each therapy. Sometimes one appointment is enough and in many other cases a course of treatment is required. This will be discussed with you during your consultation. Please feel free to ask your therapist at any point about your treatment plan and how long things may take.

Do you accept credit/debit cards?

A few of our therapists accept credit cards. Please ask at time of booking if this is a possibility for your treatment.

Can I claim through my private health care?

Depending on your policy, some of our treatments are accepted by most health care insurance providers, including BUPA, AXA ppp, Cigna etc.

Will I get an exercise programme to take away?

This will depend on the reason for your visit and your presenting problem. Any exercise programme will be designed specifically for you. If your therapist does not provide one and you think it would be useful then please feel free to discuss this with your therapist.

Will treatment hurt?

Treatment should not be painful. Sometimes when working through tight muscles or a tender area there may be a little discomfort but if you are not happy with a technique or pressure being applied then please tell your therapist immediately so an alternative technique or treatment can be administered.

Are there any side-effects to treatment?

Side-effects can vary from feeling energised to feeling tired. Following an osteopathic treatment you may feel stiff or sore. This usually last around 48-72 hours. Some people describe their reaction as similar to aching and pain felt after exercising. If you have any concerns about your treatment please call us.

How can I give feedback?

We always try to provide outstanding health care and service. We welcome any feedback on your experience at The Maris Practice, be it positive or negative. This way, we can ensure that you receive the best possible care.

Is there a cancellation fee?

There is no charge for cancellations made 24 hours prior to the appointment. Cancellations made within 24 hours of your appointment will be charged at the full fee.

How do I make a complaint?

Complaints Procedure

If you have a complaint or concern about the level of care you have received from any therapist or any member of staff, please let us know as soon as possible.

Our promise to you is that we shall:

  • Treat your complaint seriously
  • Work to resolve your complaint promptly and in confidence
  • Learn lessons and use them to review – and where appropriate – improve our service

Make your complaint to the Claire Mac Donald either in person, by phone, by post or in an email This email address is being protected from spambots. You need JavaScript enabled to view it. .

If you telephone us or speak to us in person, the complaint will be logged and whoever takes your call will attempt to resolve the issue for you.

We will investigate your complaint during the following few days and will aim to:

  • Find out what happened and what went wrong
  • Make sure you receive an explanation and apology if this is appropriate
  • Deal with your complaint and reach an amicable solution
  • Identify what we can do as a practice to ensure that this problem does not arise again

If you do not feel that your complaint has been resolved to your satisfaction you can talk to an independent source about it. To have a discussion relating to an osteopathic treatment, you can telephone the British Osteopathic Association on Freephone 0800 110 5857, or email This email address is being protected from spambots. You need JavaScript enabled to view it. . If you are concerned about safety and you wish to instigate a formal complaint with the therapist's regulatory body you are very welcome to do so. For osteopaths this is the General Osteopathic Council, who can be contacted on 0207 3576655. Please note that the General Osteopathic Council cannot award compensation.

If you require any further assistance of contact details please call reception on:

0208 891 3400