A lady together with Cathy Hearne, Osteopath. Cathy is showing the lady a neck movement and they are both looking upwards.

You can find details of our clinic policies below, including information on appointments, cancellations, and patient care. These are available to view online or download for your convenience, helping you know what to expect when visiting us.

“A friend recommended Cathy who has been great and treated me over the last few years and helped me enormously.“

- Kelly

Cathy Hearne with a male patient, doing some work on his shoulder.

Policies

Late Cancellations & Missed Appointments Policy

At Cathy Hearne Osteopathy, appointment times are reserved especially for each patient. Late cancellations and missed appointments can prevent others from accessing treatment.

We kindly ask for at least 24 hours’ notice if you need to cancel or rearrange your appointment.

  • Appointments cancelled with less than 24 hours’ notice may be charged in full.

  • Missed appointments without notice (“no-shows”) may also be charged in full.

  • Repeated late cancellations or missed appointments may require prepayment for future bookings.

We understand that emergencies and unexpected circumstances can arise, and these will always be considered with understanding and discretion.

If you need to cancel or rearrange an appointment, please contact Cathy Hearne Osteopathy as soon as possible by phone, email, or through the booking system where available.

Complaints Policy

At Cathy Hearne Osteopathy, we aim to provide safe, professional, high-quality osteopathic care in a welcoming and supportive environment. We value feedback and take any concerns seriously.

If you are unhappy with any aspect of your experience, or feel uncomfortable or unsafe at any point, please contact us so we can address the matter promptly and fairly.

You can raise concerns directly with Cathy by email. If preferred, concerns can also be raised privately by phone or in writing.

We will:

  • Listen carefully to your concerns

  • Treat all complaints confidentially and respectfully

  • Respond as promptly as possible

  • Aim to resolve matters fairly and professionally

Institute of Osteopathy Complaints Resolution Service

If you feel your complaint has not been resolved satisfactorily, you may contact the Institute of Osteopathy Complaints Resolution Service.

Phone: 01582 488 455
Email: enquiries@iosteopathy.org

General Osteopathic Council

If your concern relates to patient safety or professional conduct, you may contact the General Osteopathic Council.

Phone: 020 7357 6655

Please note that the General Osteopathic Council cannot award compensation.

Respectful Behaviour Policy

Cathy Hearne Osteopathy is committed to providing a safe and respectful environment for patients and practitioners alike.

Abusive, threatening, discriminatory, offensive, or inappropriate behaviour will not be tolerated under any circumstances.

Privacy Policy

Our privacy policy explains how we use your data and who else is involved. Please see full details HERE