Can I get a refund for a service that I was not made aware of been charged for ?

frank1978

I went to see the physiotherapist for shockwave treatment for arthritis joint pain. I had researched the treatment very well before booking the appointment. At the appointment, they decided that because it was not a muscle problem, it would not be suitable, and it wasn't for me. I got up to leave, and then they said we will do a few tests they carried out all these tests, and at the end, they charged me for a physio examination, which I was not made aware of after the shockwave treatment was not forthcoming. I didn't want a psychological examination, only a shockwave. I feel they carried out a different service without making me aware of being charged. Do I have any rights to a refund?

TadleyBaggie

So did you expect the professional to work for nothing?

Alter_ego

Was the physiotherapist also a psychologist ?

Manxman_in_exile

I find it surprising that a physiotherapy practice would allow a patient to book themself in for a particular treatment without first assessing whether or not that treatment was suitable for the condition the patient has..

Are you absolutely certain that you had booked yourself in for this treatment without any prior contact with the practice?

Did you check whether the practice was staffed by qualified physiotherapists?

NBLondon

I'd expect the professional to make clear that they were providing a chargeable service different to the one booked.  What were these tests?  Was it a case of "Your case isn't suitable for shockwave, lets carry out some tests to suggest an alternative?"

I'd also expect the OP to query this when presented with a bill on departure...  or did the physio ding a credit card that was on file?

I don't know what shockwave treatment is - but surely the OP's research would have picked up if it was not suitable for joint pain.

Alderbank

Manxman_in_exile said:

Did you check whether the practice was staffed by qualified physiotherapists?

I think the psychological exam thing is some sort of typo.

I consulted a physiotherapist when I had a bit of knee trouble. I was surprised when she started off with a full head-to-toe examination of all my muscles and joints but I have since learned that that is what they are trained to do when seeing a new patient for the first time.
Other medical professionals are similar. If you go to a dentist with a tooth problem they always start by doing a full dental check first.

km1500

Yes they would not have allowed you to book a treatment without an assessment first.

frank1978

Shockwave is done be many other physios and is proven to work. That is why I booked it. But this Physio said it was a waste of time and just there own opinion. They then proceeed to carry out various mobility tests such as trying to touch the toes etc.And billed me £65 for a physio assessment instead of the Shockwave price of £80. My argument is that I didn't need or was made aware that this physio assessment service was been carried out. I never requested it. They pulled out the card machine and I paid contactless.

It seems to me because they didnt want to do shockwave they filled out the time of 45 to try to get some sort of payment instead of ending after the first 10 when I was clearly told it wouldn't be suitabe

Aylesbury_Duck

Why did you agree to it, not stop it when it became apparent it wasn't what you wanted, and not query it when it came to payment?  It does sound like you agreed at every stage and now have buyer's remorse.

Were you pressured into it and then to pay for it?  That would be a different matter.

theoretica

You had already booked the time/appointment - so they gave you a discount for not using the machine they judged unsuitable.  I would hope they had small print somewhere to cover such situations, when they let you book a treatment as your first appointment.

born_again

Interesting to note that when using google State side do mention arthritis as being suitable, but looking at UK sites. They do not.

End of the day. They did a physio assessment & did not proceed with a treatment that they feel is not suitable for your condition. 

Has your consultant for arthritis recommended this treatment?