This policy explains how MSK Injury Care provides virtual physiotherapy consultations (by video call, or by telephone when video is not available), what you can expect from us, and what we ask of you. It forms part of our terms and should be read alongside our Privacy Policy. By booking a virtual appointment you confirm that you have read and agree to this policy.

1. Who we are

MSK Injury Care is a trading name of Roshan Khanal's Physiotherapy. Roshan Khanal is an HCPC-registered Physiotherapist. In-person appointments take place at Salus Wellness Clinic, Norman House, Cambridge Place, Cambridge CB2 1NS.

Contact: roshan.khanal@mskinjurycare.co.uk · 01223 398 091 · mskinjurycare.co.uk

Roshan Khanal is registered with the Information Commissioner's Office (ICO) as a data controller.

2. Scope and eligibility

Virtual consultations are live, one-to-one appointments delivered by secure video call, or by telephone when video is not available, for the assessment, diagnosis and management of musculoskeletal (MSK) conditions: problems affecting muscles, joints, tendons, ligaments, nerves and the spine.

• Location: you must be physically located in the United Kingdom at the time of your appointment. Our professional registration, indemnity insurance and ability to direct you to local emergency and NHS services depend on this. If you will be outside the UK, please contact us before booking.
• Age: virtual appointments are usually available to patients aged 17 and over. Young people aged 16 can be seen with a parent or legal guardian present throughout (see section 10).
• Suitability: virtual care is suitable for most MSK problems. It may not be suitable where a hands-on examination is needed to reach a safe diagnosis, for post-fracture rehabilitation, where a serious injury is suspected, or where there are significant barriers to communicating remotely.
• Not an emergency service: virtual appointments must not be used for urgent or emergency problems (see section 16).

3. Your clinician and professional standards

All virtual consultations are delivered by Roshan Khanal, HCPC-registered MSK Physiotherapist. Roshan also works in MSK triage and has experience as a First Contact Physiotherapist in NHS general practice, assessing and managing musculoskeletal conditions as patients' first point of contact. This means he is experienced in screening for conditions that may need medical input and in guiding you based on his findings.

Virtual consultations are held to the same professional standards as in-person care, including the HCPC Standards of conduct, performance and ethics, and follow professional guidance on remote consultations. Roshan holds professional indemnity insurance covering remote consultations with patients located in the UK.

4. Booking and payment

• Appointments are booked through our online booking calendar, by phone or by email. You'll receive a confirmation email containing your secure video link, a pre-appointment health questionnaire and a link to this policy.
• Self-funding patients pay at the time of booking by card through our secure online payment system. Prices are shown on our Virtual Physiotherapy page and confirmed at booking.
• Insured patients must provide their insurer's name, membership number and authorisation number before the appointment (see section 15).
• Please complete the pre-appointment questionnaire before your first session. It helps us use your appointment time well and supports safety screening.
• Durations: virtual initial assessment 60 minutes; virtual follow-up 30 minutes.

5. Consent

We will ask for your consent at booking and confirm it verbally at the start of your first appointment. Consenting to a virtual consultation means you understand that:

• the assessment is carried out remotely, so your physiotherapist cannot physically examine or treat you. Assessment relies on your history, observation of movement where video is available, and guided self-tests;
• virtual assessment has limitations, and your physiotherapist may recommend face-to-face assessment, investigations or referral if this is in your best interests;
• you may be asked to perform movements, positions or tests, and you can decline any of these at any time;
• you may be asked to expose the area being assessed. This will always be explained first, is limited to what is clinically necessary, and you can decline or ask to adjust the camera view;
• you can withdraw consent and end the consultation at any point.

6. Identity, location and safety checks

At the start of every virtual consultation, your physiotherapist will:

• confirm your identity (name and date of birth);
• confirm the full address of where you are joining from, so emergency services could be directed to you if needed;
• confirm a telephone number to call if the video connection fails;
• check that you are in a private space and whether anyone else is present.

Your physiotherapist will join from a private, confidential room where the consultation cannot be overheard.

7. Your responsibilities

To help us provide safe and effective care, we ask that you:

• join from a quiet, private, well-lit space with enough room to stand, lie down and move freely;
• use a device with a camera and microphone and a stable internet connection, and test your link beforehand;
• do not join while driving, operating machinery, or in a public place; the appointment will be rearranged and may be charged;
• wear clothing that allows the affected area to be seen and allows free movement;
• have a list of your current medications, relevant medical history and any scan reports or letters to hand;
• give accurate and complete information about your health, and tell us about any changes between appointments;
• let us know if you feel unwell, dizzy or experience increasing pain during the session;
• join on time using the link provided.

8. Exercise and self-treatment safety

• Exercises and self-treatment techniques are prescribed specifically for you based on your assessment. Please do not share your programme with others.
• Your exercise programme is delivered through a secure digital exercise tool, with videos and written instructions. Please check your junk or spam folder.
• Some discomfort during or after exercise can be normal and will be explained. Stop and contact us if you experience pain that is severe, worsening, or lasting longer than agreed, or any new symptoms such as numbness, weakness, dizziness or breathlessness.
• Make sure your exercise space is safe: clear trip hazards, use a stable chair or surface for support, and have someone nearby if your balance is affected.
• Follow the progression agreed with your physiotherapist rather than increasing exercise intensity on your own.

9. Family members and carers

• You are welcome to have a family member, friend or carer with you during a virtual consultation. Please let us know at the start who is present.
• For your privacy, we may ask whether you are happy to discuss certain topics with others present, and offer time without them if needed.

10. Children, young people and safeguarding

• Virtual assessments are usually for patients aged 17 and over.
• Young people aged 16 may be seen virtually with a parent or legal guardian present for the entire consultation. Please contact us before booking.
• We do not provide virtual consultations to children under 16.
• MSK Injury Care has a duty to safeguard children and adults at risk. If we have concerns about safety or wellbeing, we may need to share information with the appropriate authorities, in line with safeguarding law. Where safe and appropriate, we'll discuss this with you first.

11. Privacy, confidentiality and data protection

The video platform

• Consultations take place on a secure, encrypted, healthcare-suitable video platform. You join through a private link; you do not need to download an app for the video call.
• Each appointment has its own link. Please don't share it with anyone else.

Recording

• We do not record virtual consultations.
• Please do not record a consultation without first discussing it and agreeing it.
• If a still image or short video would genuinely help your care, we will only capture it with your explicit consent, store it securely within your clinical record, and use it only for your care.

Your clinical record

• Your physiotherapist keeps a written record of each consultation, noting that it was conducted remotely and that consent was obtained.
• Records are stored securely in an access-controlled electronic system in line with UK GDPR and the Data Protection Act 2018.
• Adult records are retained for 8 years after your last appointment. Records for patients seen under 18 are kept until their 25th birthday (or 26th if they were 17 at their last appointment), or 8 years after the last appointment if longer.

Your rights

You have the right to access your records, ask for corrections, and in certain circumstances to restrict or object to how your data is used. To make a request, email roshan.khanal@mskinjurycare.co.uk. If you are unhappy with how your data has been handled, you can contact the Information Commissioner's Office at ico.org.uk. Full details are in our Privacy Policy.

12. Liaison with your GP, consultant and others

Good care is joined-up care. Where further input or management may be needed, your physiotherapist will liaise with your GP or consultant and share relevant findings from your assessment.

• We will always ask for your consent before sharing information with your GP, consultant or anyone else involved in your care.
• You can ask for a copy of any letter we send, or for a summary letter for your own records.
• If you are claiming through insurance, your insurer will receive the information they require to authorise and process your claim.
• The only exceptions to consent are where we are required by law, or where there is a serious risk of harm to you or others.
• Reports requested for third parties may carry an additional fee, agreed in advance.

13. Technical problems

• If the video connection drops, please rejoin using the same link. If we cannot reconnect within a few minutes, your physiotherapist will phone you to continue by telephone or rearrange.
• If a session cannot be completed because of a technical problem on our side, we will rearrange at no extra charge or refund the session.
• If a session cannot go ahead because of a technical problem on your side, we will try to continue by telephone. If a clinically safe consultation isn't possible, we'll rearrange; repeated issues may be treated as a late cancellation.
• If you are unable to join and haven't contacted us, your physiotherapist will try to call you. If we can't reach you within 10 minutes of the start time, the appointment will be treated as missed.

14. Cancellations, lateness and missed appointments

• To cancel or rearrange, call 01223 398 091 or email roshan.khanal@mskinjurycare.co.uk. If you can't reach the clinic, please email as early as possible, giving 24 hours' notice or more.
• Insurers usually do not pay for late cancellations or missed appointments; these charges are payable by you.
• If we need to cancel or rearrange, we'll give you as much notice as possible and offer the next available slot or a full refund.

15. Private medical insurance

• MSK Injury Care is recognised by AXA Health, WPA, Aviva and Vitality. Cover for remote physiotherapy varies between insurers and policies.
• It is your responsibility to check your cover and obtain an authorisation number before your first appointment, and to check how many sessions have been authorised.
• Any excess, shortfall, or sessions beyond your authorised number are payable by you.
• If your insurer declines a claim, you will be responsible for the fee.

16. Emergencies and urgent symptoms

If urgent symptoms are identified during a virtual consultation, your physiotherapist will refer or signpost you to urgent or emergency care, with a relevant referral letter.

17. Moving to face-to-face care, onward referral and discharge

• Throughout your care, you and your physiotherapist will discuss together whether virtual appointments remain the best option, or whether in-person care, referral back to your GP, or referral to another service would help more.
• Where in-person care would be helpful, you can book a face-to-face follow-up at our Cambridge clinic directly after your virtual initial assessment or any follow-up.
• Face-to-face prices are often similar to virtual prices, but please check current face-to-face fees before confirming.
• If you are not located near Cambridge, we will help you identify suitable local services where in-person care is needed.
• You'll be discharged when you've met your agreed goals, when you choose to stop treatment, or when further physiotherapy is unlikely to help. You're welcome to re-book if needed.

18. Conduct and professional boundaries

• We are committed to treating every patient with dignity and respect, and we ask the same in return.
• Your physiotherapist will maintain professional boundaries during virtual consultations exactly as in clinic, including appropriate background, dress and conduct.
• We may end a consultation if there is abusive, threatening or inappropriate behaviour, or if the consultation cannot be carried out safely or privately.
• Communication outside appointments should be through the clinic email or phone number. We do not use personal social media to discuss clinical care.

19. Feedback and complaints

We welcome feedback, as it helps us improve. Raising a concern will never affect the quality of care you receive. Please contact us at roshan.khanal@mskinjurycare.co.uk or 01223 398 091.

20. Changes to this policy

We review this policy at least annually and whenever there are changes to professional guidance, legislation or the way we provide our service. The latest version will always be available on this page, and the effective date is shown at the top.