Face-to-face consultation Guide

FASIC Edinburgh – Pleasance

Operating hours

FASIC East Lothian – Meadowmill Sports Centre

Operating hours

• If possible please book your appointment online to select your preferred clinician and appointment time. If you have questions or are unable to use the online platform then please contact the reception team (Monday - Friday 08.30 – 16.00) by phone or email.
• Those who have not been assessed by a clinician for their current issue before, are required to make an initial appointment before any follow-ups.
• If it has been more than 8 weeks since your last follow-up you will be asked to make a new initial appointment.
• If an incorrect appointment has been made the incorrect charge will be refunded and a new link for the correct charge will be sent out. Please note: Refunds take 5-10 days to appear on your account.

Booking on Behalf of Others

• For those booking appointments on behalf of others please ensure bookings are made under the name of the patient being assessed at the clinic. If you are having difficulty setting up an account please call / email the reception team for assistance.
• When creating an account and registering at the practice for another person, the email used in the registration form will be linked to the account moving forward and can make it difficult to use this email for oneself at a later date.

• Those self-paying are required to pay in advance of appointments, cards can be filed on your account to avoid having to pay by link each visit.
• In limited circumstances card payments may be processed in the clinic or with our main entrance reception colleagues.  Please call / email our administration team if you are having trouble with our online booking system or payment links.

Paying Through Insurance

• If you are making an insurance claim for your appointment, please make sure you have received authorisation from your provider prior to making an appointment.  You will be asked to complete an insurance form with policy number and authorisation number when you book your appointment.  If we do not have this by your appointment time you will be required to pay for your appointment.
• You will require a new authorisation number for new or separate injuries.

• Check in at our main entrance reception of the Pleasance Sport Complex.  Please state which service you have booked with and our team will note you as having ‘arrived’ for our clinical team.
• Please follow signage to the clinic.  There is also a short video on our website showing the internal route to the clinic within our building.
• If you are attending with a child or dependent under 16 years of age, or as a caregiver you will be required to stay together at all times.
• When you arrive to the clinic please take a seat in the waiting area.  We do not offer an in-person reception service at the clinic, the clinician will collect you around your appointment time.  It is important you check in for all appointments when you enter the building.

• It is important to arrive on time and schedule your appointment for the appropriate length.
• Please come prepared and dressed in appropriate clothing for your appointment.
• Gender neutral and accessible toilets are available in the clinic and elsewhere within the Sport & Exercise facility.

• Appointments cancelled with 24 hours notice will not be charged.
• Appointments cancelled within 24 hours will be charged at the full cost of the appointment.
• Appointments can be cancelled via email, telephone call, voicemail or online via our booking site TM3 Connect.
• We encourage bookings to be made online so that changes can be easily made.

• Current NHS and University guidelines no longer require the use of face masks in clinical settings, though staff are happy to make adjustments as you feel appropriate, please just ask.
• We consistently monitor feedback and government guidance and will update our practices in accordance with any recommendations.

• Additional supplies eg. Theraband, tape and injections can be purchased at reception.
• If you need to pay after your appointment is completed this can be charged to the card saved on your account or we will send a payment link before you leave the clinic.
• Please follow signage and take care on exiting the clinic.