Office Hours

Office Hours

Monday – Friday 9:00 – 5:00 excluding UK bank holidays

Referrals

Initial enquiries welcome by phone or email, but confirmation of referral and consent to treatment must be in writing.

Quotations and Consent to Treatment

Written quotations will be sent following request along with a consent form and our Terms and Conditions. Charges vary depending on the nature of the work and who is paying. We do our best to make our services affordable to individuals and charities.

Payment

Is required within 28 days of the date of our invoice. Payment is by BACS or electronic transfer. Payment intervals will depend on nature of the work. Instalments can be agreed prior to treatment commencing. Full payment details are on the bottom of each invoice. We are not registered for VAT.

Policies

Privacy Policy

ERGO OTS is committed to protect your privacy and as such ensure that all information will be used in accordance with this statement.

What information we may collect

  • Client personal details including name, date of birth, sexual orientation, ethnicity, language, lifestyle, religion, height, weight, nutrition, marital status, ability to consent to involvement and contact details
  • Details of support network including family, work, personal support (paid and voluntary) and dependants. Emergency contact details. Details of LPAs.
  • Medical history, risks, medication, treatment, NHS & hospital numbers. Medical records including test results etc
  • Contact details of health / social care staff involved.
  • Results of assessments e.g., activities of daily living, range of motion, pain, psychological trauma, cognition
  • Financial details including household expenses, benefits, and NI number
  • Details of accommodation(s) used and providers e.g., social housing
  • Details & quotations for equipment and adaptations & providers of the same
  • Costings for possible treatment, equipment, adaptations etc and details of providers
  • Transportation & driving licence details of Client and any other relevant drivers
  • Occupation / educational history
  • Recreational and holiday activities of Client and those they engage with
  • Contact details of legal advisors and insurers involved e.g., Deputies
  • Photos & measurements e.g., accommodation, equipment, housing / adaptations, specific injuries
  • Goals and aspirations for Client and significant others

What we do with the information we gather

We require this information for the purpose of:

  • Professional clinical record keeping of patient information
  • For the production of reports, Case Management, Occupational Therapy treatment e.g., adaptations and equipment
  • Sharing information with relevant parties, including clinical supervisors

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have General Data Protection Regulation complaint systems and managerial procedures to safeguard and secure the information we hold.

If your therapist is concerned about a situation in which you may pose a risk of causing serious harm to yourself, or others, or are involved in illegal activity it may be necessary for those concerns to be discussed with the appropriate persons / agencies.

Controlling your personal information

We will not distribute, sell, or lease your information to third parties. We will not distribute your information outside of your signed consent unless we are required by law to do so.

You may request details of the information which we hold under the General Data Protection Regulation. If you need a copy of your information, please contact us at Ergo registered office address: Huset, 6 Aginhills Drive, Monkton Heathfield, Taunton. TA2 8XD or email at: PM@ergo-ots.co.uk

If you believe that any information we hold on you is incorrect or incomplete, please email or write to us as soon as possible. We will aim to respond to this promptly.

Withdrawing consent to treatment

If you do not wish us to make use of your Personal Information in this way, please contact Fiona Reeks – Director, or email PM@ergo-ots.co.uk. You have the right to withdraw consent.

Deleting records/ the “right to be forgotten”

If you wish us to delete your information, we will contact you to discuss the implications before proceeding, e.g., equipment warranties.

Should you have any queries in relation to General Data Protection Regulation here are the contact details of our Data Controller:

Name: Fiona Reeks

Email: PM@ergo-ots.co.uk

We aim to meet your needs with efficiency, effectiveness, fairness and courtesy by:

  • providing a friendly service, showing respect and sensitivity
  • treating you fairly – demonstrating our commitment to equality and diversity
  • recognising and responding to your particular needs
  • dealing with your requests and enquiries accurately, promptly and efficiently
  • respecting your confidentiality
  • offering an explanation if we can’t answer your request /enquiry
  • making effective use of IT services
  • establishing service standards and monitoring our performance
  • continuing to develop our teams’ expertise and skills
  • welcoming your feedback

Courtesy

All team members aim to provide a courteous, approachable and friendly service, to be knowledgeable and professional when dealing with the needs of our customers.

Communication

ERGO OTS will aim to return phone calls and emails received from clients and customers in a timely manner. Where we are unable to meet this agreement, we will inform you of this as soon as possible and agree a new deadline for example if we are on training courses.

We welcome comments, suggestions or queries and our contact details are below.

Consistency

As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet the business needs and that they are consistently applied to all our customers.

Complaints

ERGO OTS strives for fair, just and prompt solutions to any niggles, queries, or complaints. Any issues should firstly be directed to the treating therapist but may also be sent to the Director, Fiona Reeks who will contact you to resolve any issues promptly.

Access to Information

We comply fully with the provisions of the General Data Protection Regulations. Any information held by us about a client, customer or a team member is fully accessible for review or editing by contacting the Director, Fiona Reeks.

Reduce Bureaucracy

Wherever possible, without compromising your treatment, our legal requirements and professional standards, we strive to reduce the burden of unnecessary paperwork.

How to Contact Us

Fiona Reeks – Director
ERGO OTS LTD
Huset
6 Aginhills Drive
Taunton,
Somerset
TA2 8XD.
T: 07597 242656
E: pm@ergo-ots.co.uk

ERGO OTS is committed to providing a high-level of service to our clients. If you do not receive satisfaction from us we need to hear from you. This will help us to further improve our standards.

Therefore, we aim to ensure that:

  • making a complaint is as easy as possible
  • to address niggles as well as anything more substantial
  • we treat a complaint as a clear expression of dissatisfaction which calls for a prompt response
  • we deal with it politely and confidentially
  • we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

We recognise and encourage niggles or concerns to initially be raised informally and then dealt with quickly.

Our aims are to:

  • resolve informal concerns quickly
  • keep matters low-key
  • enable mediation between the complainant and the individual to whom the complaint has been referred

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Complaints Procedure

If you have a formal complaint, please contact Fiona Reeks, Director.

You can write to the Director at:

ERGO OTS Ltd, Huset, 6 Aginhills Drive, Monkton Heathfield, Taunton TA2 8XD

or email marked “Urgent” to Fiona Reeks – Director at pm@ergo-ots.co.uk.

Next steps

  1. We will send you a letter/email acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. We will endeavour to respond within 5 working days of us receiving your complaint.
  1. We will record your complaint in our Complaints Register within a day of having received it.
  1. We will record your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 working days of your reply.
  1. We will then start to investigate your complaint. This will normally involve the following steps:
  • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request
  • We will then examine the member of staff’s reply and the information you have provided for us. If necessary, we may ask you to speak to them. This will take up to 5 days from receiving their reply
  • Fiona Reeks will then invite you to meet to discuss and hopefully satisfactorily resolve your complaint.
  • Fiona Reeks will do this within 5 working days of the end of our investigation.
  1. Following the meeting Fiona Reeks will write to you to confirm what took place and any solutions she has agreed with you.
  1. If you do not want a meeting or it is not possible, Fiona Reeks will send you a detailed reply to your complaint. This will include suggestions for resolving the matter. This will be done within 5 working days of completing our investigation.

TERMS & CONDITIONS & THE WAY WE WORK WITH INDIVIDUALS

Outlined below are our brief Terms and Conditions that apply to interventions given by ERGO OTS Ltd (“ERGO”) to private Clients.

1. Referral Process

1.1 All referrals should be confirmed in writing by the Client, their representative &/or Payee and the written T & Cs agreed. This is usually accomplished via the relevant Consent Form/Payee Form which can be provided on paper or electronically.

1.2 It is helpful and saves time to have comprehensive background information prior to meeting the client.

1.3 On receipt of the referral the Therapist/Practice Manager will contact the relevant person(s) to set up an initial appointment.

Appointments may be face to face, remote (e.g., TEAMs, WhatsApp) or indirect such as giving advice and guidance to people supporting the client

2. Payment

2.1 Fees vary depending on the type of work. Most are payable by the hour/part-hour, so you only pay for what you require. Please refer to the relevant quotation sent to you by ERGO.

2.2 Payment instructions (including BACS details) are clearly written on each invoice including that a 10% surcharge may be levied for late payment of invoices. Payment is required within 28 days.
2.3 Change of Payee must be notified to ERGO immediately so new Payee consents can be put in place. Please note, failure to do so will result in the original Payee remaining responsible for settling our invoices.
2.4 Travel time and mileage are chargeable. Other related costs e.g., accommodation, parking & tolls are charged at cost.
 
3. Cancellation (by Client/Carer)

3.1 May be charged depending on the reason for the cancellation and any prior costs incurred by ERGO. As a general indication:

  • 7+days ahead, no charge unless any expenses (e.g., accommodation and travel tickets)
  • 3-7days 25% fees
  • 1-2days 50% fees
  • Less than 24hrs 100% fees
  • There is no charge for cancellations due to infections disease
4. Involvement of other professionals

Over the years we have developed strong working ties with many professionals and contractors. If we recommend them, we are not responsible for their conduct or fees, and it is totally your decision and responsibility if you engage them. We strongly recommend you get written quotations from them before agreeing to their involvement.

5. Safe working environment for our Staff

5.1 We ask smokers to refrain from smoking and vaping for 1hr prior to the Therapist visiting and during the visit indoors. We also ask people to refrain from any intoxicating substances which could affect their performance during the visit.

5.2 We love most pets, but if pets are nervous of strangers or unpredictable, we ask for appropriate measures to be taken to ensure our staff’s safety.

5.3 In line with our lone working policy, the office may contact Therapists while out on visits or require them to check in with us.

5.4 Please notify us immediately if you are aware of any other potential risks / hazards to our Staff when visiting (e.g., neighbour’s dog!)

5.5 If during a visit our Staff identify a possible risk to the Client or others, we may need to break confidentiality as we are required to notify the appropriate authorities.
 
6. Providing the Services
 
As required, we will provide the Services with reasonable skill and care, consistent with clinical best practices and standards in the Occupational Therapy and Case Management, and in accordance with ERGO best practice policy.
 
7. Availability of the Treating Therapist
 
The Therapist will give you their contact details (mobile phone and email address) and will keep you informed of any times when they are not available e.g., holidays or attending courses and what to do if you need to someone during these times. Please note their phone may go to voicemail when driving or with other Clients. Feel free to leave a message and they will call you back when free.
 
8. Full details of our Policies can be found on our website https://www.ergo-ots.co.uk/website-policies

This includes: Privacy Policy, Customer Care Policy, Complaints Policy and Full Terms & Conditions.

TERMS & CONDITIONS & THE WAY WE WORK

Outlined below are the Terms and Conditions that apply to treatments and interventions given by staff from ERGO OTS Ltd (“ERGO”) to Clients referred by organisations e.g., professional deputies, solicitors, charities, individuals, councils, and housing associations. ERGO is a private limited company registered in England under number 6246969 and whose registered address is Huset, 6 Aginhills Drive, Monkton Heathfield, Taunton, TA2 8XD.

1. Definitions and Interpretation:
1.1 In these Terms and Conditions, unless the context otherwise requires, the following expressions are defined as:
“Client” is defined as the person receiving the treatment

“Family / carers” may also be indirectly treated especially where the person is dependent on them for their day-to-day needs.

“Consent to Treatment” must be given by the Client unless they are deemed unable, i.e., lack of capacity to make this decision. See following NHS information on consent or ask us for our handout. http://www.nhs.uk/Conditions/Consent-to-treatment/Pages/How- does-it-work.aspx. Consent may be withdrawn or withheld at any time by the Client. The treating Therapist will always endeavour to check that the Client is consenting to interventions. If someone is acting on behalf of a Client, the relevant documentation (e.g., Lasting Power of Attorney for Health and Welfare) must be shown to ERGO and a copy taken for our records.

“Treating Therapist” is the person who is directly responsible for the clinical Occupational Therapy treatment or Case Management.

“Communication” this may be face to face, by phone, letter or by email. Our preference is by secure email and our secure generic address is PM@ergo- ots.co.uk.

“Payee” is defined as the person settling the invoice if the Client is not doing this themselves.

“Decision maker” is the person who will receive the reports and recommendations and ultimately make the decisions. This is usually the Client; however, the Payee must give consent to any expenditure in terms of ERGO time or equipment.
 
2. Referral Process
2.1 All referrals must be confirmed in writing by the Client &/or Payee and the written T&Cs agreed. This is usually accomplished via the relevant Consent Form / Payee Form.
Some areas of work have a Referral Form for the Payee to complete e.g., Housing Association Referral Form.
2.2 Referrals without forms should include the following details:
• Full name and contact details of the Client (and Payee if different) including phone numbers and email addresses (if applicable).
• Who the Decision Maker is and who will receive reports/recommendations and in what format these are required, e.g., verbal, email, formal report.
• Confirmation that the Decision Maker is aware of the costs involved in the treatment and has the authority to pay invoices within the required period. Please refer to the separate quotation sent to you by ERGO.
• The full nature of the disability/injuries and the specific request e.g., one-off assessment to determine the requirements of the Client and to send in a proposal for treatment with costs.
• Supporting clinical documentation e.g., Medical, Case Management, Expert Witness Report, Accommodation or Equipment Reports
• Any hazard / safety warnings concerned with the case.
• Recommended method of making contact for appointments with the Client.
• Contact details of other professionals involved with any relevant information or restrictions about contact with them.
• Any other information the referrer feels relevant.
2.3 On receipt of the referral the Therapist/Manager will make contact with the relevant person(s) to set up an initial appointment and will notify the Decision Maker of the same.
• At the appointment we usually agree a recommended initial action plan and timeline with the Client, possibly to be confirmed later with Payee/Decision Maker Report(s) may be written at this point depending on the agreement at the referral stage Equipment trials, joint visits with contractors, visits to assessment centres and the like may be part of the recommendations. It is not possible to list all possible treatment recommendations in these Terms, but the options will be given to the relevant people after the appointment(s).
• Appointments may be face to face, remote (e.g., Zoom, WhatsApp) or indirect (Giving advice and guidance to people supporting the client).
• Periodic reports and action plans (formal or informal) will be presented to the relevant people to keep them appraised as agreed at the time of referral and periodically throughout the intervention.
 

3. Payment

3.1 Fees vary depending on the type of work. Some have a fixed fee; others are payable by the hour/part-hour. Please refer to the relevant quotation sent to you by ERGO.

3.2 One-off visits will usually generate a report with recommendations which will be accompanied by an itemised invoice for the work involved. One-off reports may be issued in draft format only until payment is received.
3.3 On-going interventions will be invoiced periodically depending on the nature and intensity of the interventions. All admin connected with the case is chargeable on an hourly/part hourly basis (e.g., phone calls, emails, research on products, preparation, liaison with other team members, meetings)
3.4 Payment terms and instructions (including BACS details) are clearly written on each invoice with a notice that a 10% surcharge may be levied for late payment of invoices. Payment is required within 28 days from the receipt of our invoice. This time interval may only be altered by mutual agreement.
 
3.5 Change of Payee must be notified to ERGO immediately so new Payee consents can be put in place. Please note failure to do so will result in the original Payee remaining responsible for settling our invoices.
3.6 Travel time and mileage are chargeable, but where possible we will try and share these costs between Clients in the same area and we may be able to offer up to 50% savings. If you would like to do this, please discuss timetabling with your treating Therapist/Manager. Other related costs e.g., overnight accommodation, parking & tolls are charged at cost.
 
4. Cancellation (by Client/Carer)
4.1 May be chargeable depending on the reason for the cancellation and any costs incurred by ERGO in the cancellation. As a general indication:
• 7+days ahead, no charge unless preparations have already been undertaken, then hourly fee applies plus any expenses (e.g., overnight accommodation and travel tickets).
• 3-7days 25% fees payable.
• 1-2days 50% fees payable.
• Less than 24hrs 100% fees payable.
 
5. Involvement of other professionals
5.1 Over the years we have developed strong working ties with many professionals and contractors. At times we may recommend contacting them. However, we are not responsible for their conduct or fees, and it is totally your decision and responsibility if you engage them. We strongly recommend you get written quotations from them before agreeing to their involvement.
 
6. Safe working environment for our Therapists / Staff
6.1 We ask smokers to refrain from smoking for 1hr prior to the Therapist visiting and during the visit indoors. We also ask people to refrain from any intoxicating substances which could affect performance during the Therapist / Manager’s visit.
6.2 We love most pets, but if pets are nervous of strangers or unpredictable, we ask for appropriate measures to be taken to ensure our staff’s safety.
6.3 In line with our lone working policy, we may contact Therapists while out on visits to confirm their safety.
6.4 Please notify us immediately if you are aware of any other potential risks or hazards to our Staff when visiting (e.g., neighbour’s vicious dog!).
6.5 If during a visit our Staff identify a possible risk of harm to the Client or others, we may need to break confidentiality and notify appropriate authorities.
 
7. Providing the Services
7.1 As required, we will provide the Services with reasonable skill and care, consistent with best practices and standards in the Occupational Therapy and Case Management, and in accordance with ERGO best practice policy.

8. Availability of the Treating Therapist

8.1 The Therapist will give you their contact details (mobile phone and personal work email address) and will keep you informed of any times when they are not available e.g., holidays or attending courses and what to do if you need to someone during these times. Please note their phone may go to voicemail when driving or with other Clients. Feel free to leave a message and they will call you back when free.

9. Complaints about our services

9.1 We hope that you will never have a need to complain about the treatment you are receiving. However, we are required by our professional body to notify you of our Complaints Procedure.
9.2 In the first instance you should approach your treating Therapist/Case Manager and discuss your concerns with them. You may do this verbally or in writing, whichever is best and easiest for you. Don’t let a little niggle build.
9.3 If you are unable to resolve this with them, please write or email Fiona Reeks, Director of ERGO at the above address outlining your concerns. She will then contact you directly to discuss.
9.4 If you still have concerns, you may contact the Royal College of Occupational Therapists or the Health & Care Professions Council for advice on how to handle and address your concerns.
9.5 Events outside of our control
We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lockouts or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism, acts of war, epidemic or other natural disaster, or any other event that is beyond our reasonable control.
 
10 Other Important Terms
10.1 We may transfer (assign) our obligations and rights under these Terms and Conditions to a third party. If this occurs, you will be informed by us in writing. Your rights under these Terms and Conditions will not be affected and our obligations under these Terms and Conditions will be transferred to the third party who will remain bound by them.
10.2 You may not assign responsibility of obligations under this contract to a third party nor is such a person entitled to enforce any provision of these Terms and Conditions
10.3 If any of the provisions of these Terms and Conditions are found to be unlawful, invalid, or otherwise unenforceable by any court or other authority, that/those provision(s) shall be deemed severed from the remainder of these Terms and Conditions. The remainder of these Terms and Conditions shall be valid and enforceable.
10.4 No failure or delay by us in exercising any of our rights under these Terms and Conditions means that we have waived that right, and no waiver by us of a breach of any provision of these Terms and Conditions means that we will waive any subsequent breach of the same or any other provision.
 
11. Legislation, Best Practise Guides & Policies
11.1 We are bound by current Legislation in England and Wales and Best Practise Guidelines in working with you. If you have any questions or would like to discuss these Terms and Conditions before agreeing to them, by signing the relevant Consent Form and Payee Form (if relevant), please feel free to do so. By commencing treatment, you are consenting to these Terms & Conditions.
 
12. The General Data Protection Regulation (GDPR) Compliancy
ERGO is committed to ensuring that your privacy is protected. Should we ask you to provide information by which you can be identified, you can be assured that it will only be used in accordance with this privacy statement.
You may request details of personal information which we hold about you in line with the General Data Protection Regulation.
We are requested to comply by informing you of:
How your information is collected
Via email, by letter, telephone calls, meetings, your company website, by referral and from delegates sheets gained from attending conferences.
How your information is stored
We use secure cloud-based storage, recognised, and approved by ICO for the storing of documents.
Who your information is shared with
We will not distribute, sell, or lease personal information to third parties unless we have your strict permission or are required by law to do so.
What security measures we have in place
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place secure electronic systems in line with ICO recommendations. Sensitive information is password protected and we have managerial procedures in place to safeguard and secure the information we collect.
How you can access your information
You may request details of personal information which we hold about you. If you would like a copy of the information held on you, please write to Fiona Reeks, at ERGO, Huset, 6 Aginhills Drive, Monkton Heathfield, Taunton, Somerset, TA2 8XD.
How long we keep your information for
Data collected will be kept throughout the period of our working relationship. Following this, information it will be kept securely for a further 7 years, and in litigation cases, until all proceedings have concluded.
How you can opt-out and request to be deleted from our files
All marketing materials and information are provided with the opt-out facility. You may request to withdraw or be deleted from our files, by emailing our administrator at PM@ergo-ots.co.uk. Further Information about Data Subject’s rights can be found here – https://ico.org.uk/for-organisations/guide-to-data-protection/principle-6-rights/
For further details please see our Privacy Policy