The outbreak of COVID-19 is affecting businesses across the length and breadth of the country and we are no different. We are all in unprecedented times.

Whilst this situation is fluid and will continue to evolve, we wanted to take this opportunity to share an update on how we are tackling this crisis and the measures we are taking. Rest assured, protecting the health and well-being of our partners and their clients, our supply chain and our employees remains our number one priority.

We have implemented our infectious disease protocol plans to ensure public safety and continuity of service following Government, NHS and Public Health England advice given yesterday.

Our Employees - Office Closure

Our physical offices are now closed in line with recent Government advice. We have taken this step as the safety of our employees and their families is incredibly important to us. We are operating on a fully functioning remote network and our email and telephony systems remain operational.

Certain operations may still need to happen, such as the collection of mail, and these will be done on a carefully considered basis by designated individuals. Response times to traditional post may therefore be a little longer than usual. If you are able, please switch to electronic correspondence. Our emails are being constantly monitored and responded to quickly.

Service Delivery

We have robust processes in place for both patients and our treatment providers to cancel or rearrange appointments for whatever reason (e.g. they need to self-isolate). We are working currently working to normal SLAs, service standards and BAU processes, but this is subject to dynamic context in which we now operate.

If a patient has confirmed that they have not attended with the reason linked to COVID-19 and this has resulted in 2 failed attendances, they will not be discharged. Their appointment will be re-booked taking into consideration the latest Government guidance. If the patient does not wish to confirm a date in the future, contact will be kept with the patient at fortnightly intervals to confirm when they wish to re-engage with treatment.

If we are unable to contact a patient and ascertain a reason for two or more failures to attend an appointment, we will continue attempts to contact the patient for 7 days after the missed appointment. After 7 days of no contact, the patient will be discharged.

Treatment Providers - Remote Assessments / Treatment

As a business, we are in a position where we are able to offer remote assessments and treatment, should this be suitable for the patient and the clinician. We have communicated with our panel about the criteria involved and a copy of this guidance can be found here.


Your safety is our top priority. Your appointment will be carried out by a trained medical professional and guidance from the Government and the General Medical Council confirmed that at this time the appointments can still go ahead.

Unless you have been contacted directly, your appointment will still go ahead as planned. However, if you do not feel comfortable attending your appointment, you can rearrange it by contacting your treatment centre directly.

You should also contact your treatment provider if you have travelled to one of the countries listed in the Government updates or if you believe you have an underlying health condition which we may be unaware of that makes you a vulnerable person.

If you are experiencing any of the symptoms issued in official guidance (a new continuous cough and/or high temperature) then you should contact your treatment provider immediately to rearrange your appointment. You should not attend your current appointment.

Where appropriate, you may be offered a remote assessment and treatment via video. Your clinician will advise whether this option is feasible and will talk you through the process.

Supplier Payments

As we are no longer operating from our offices, suppliers who are usually paid by cheque should now switch to payment via BACS wherever possible. If we don’t currently hold details for you, please download the form here and send the required details by email to

We will continue to provide updates as and when they are available.