COVID-19 Policy and Procedures

Updated: 4 November 2020

In-person services at the Lloyd's Wellbeing Centre

The Wellbeing Centre is considered an essential medical facility and will remain open for physiotherapy, osteopathy, and podiatry appointments for Lloyd’s pass holders (following our COVID-19 Policy and Procedures).

A thorough infection control and screening policy has been implemented to facilitate a return to in-person appointments. Please see the policy in full further down this page.

We are unable to organise visitors passes to the Lloyd’s building at this stage, so please only book if you hold a permanent building pass.

Remote (phone/video based) consultation services

We are continuing to offer physiotherapy and osteopathy consultations with our practitioners by phone or video link.

These can be conducted over the phone, or with video link via Skype or WhatsApp. Remote consultations are priced at £45 for 30 minutes, or if you have a current insurance-funded treatment schedule in operation, then we have been advised by that AXA and WPA will honour payment of treatment by this method.

COVID-19 Policy and Infection Control Procedures

Infection Control

Internal communication channels and cascading of messages through managers will be carried out regularly to reassure and support staff and visitors in a fast-changing situation regarding PPE and any infection control procedure changes.

Hand Washing

  • Hand washing facilities with soap and water in all clinic rooms
  • As a minimum between every patient, stringent hand washing to take place for a minimum of 20 seconds in soapy water, refer to hand washing guidance from Public Health England
  • Drying of hands with disposable paper towels
  • Gel sanitisers in all areas where washing facilities not readily available e.g. waiting area
  • Visitors will be encouraged to gel hands on arrival into each clinic room and on leaving as well, as hand washing if they choose
  • Practitioners to be reminded that wearing of gloves is not a substitute for good hand washing.


Frequently cleaning and disinfecting objects and surfaces that are touched regularly particularly in areas of high use such as card machines, couch, rehab equipment, door handles, light switches, reception area, chairs, etc using disinfectant wipes between each patient.

General clinic

  • De-clutter and remove posters.
  • All refuse will be stored in a bin with a secure lid. At the end of each day all bins will be disposed of safely, whilst wearing gloves.
  • All deliveries and post will be disinfected and opened whilst wearing gloves.

Social Distancing

  • Social distancing will be enforced by reducing the number of staff and visitors in any communal area to comply with the 2-metre (6.5 foot) gap as recommended by the Public Health Agency.
  • Management team will take steps to review work schedules including appointment start & finish times and practitioner shift patterns.
  • Patients will be asked to use an area designated for waiting which complies with social distancing regulations, this may include waiting in the corridor areas.
  • All patients will be screened by phone prior to arrival to the Lloyd’s Wellbeing Centre, as to whether it is classed as an urgent or essential visit.
  • On patient arrival there will be infrared temperature checks and daily staff screening and temperature checks. Patient temperature to be logged in notes and staff to be recorded on a daily health screening form.
  • Appointment times to be staggered so that staff and visitors can comply with social distancing rules.


The Lloyd’s Wellbeing Centre practitioners will be following public health guidance on the use of PPE (personal protective equipment) to protect against COVID-19, as it relates to health care settings.

Wearing of Gloves – An adequate supply of gloves will be provided. Practitioners will be instructed on how to remove gloves carefully to reduce contamination and how to dispose of them safely. Practitioners will wear gloves whilst treating patients. Used gloves will be carefully disposed of at the end of each patient.

Face Masks – Face masks (type FFP2) will be worn at all times by our practitioners. Face masks will be offered to patients.

Uniform – Physiotherapists to wear a uniform of choice that can be laundered at 60 degrees and above. Uniforms must be washed each day. Hands must be washing after handing the uniform at home. Closed in footwear.

Aprons – Disposable aprons to be used for every patient.


Screening Procedure

Prior to patients attending the Lloyd’s Wellbeing Centre, all patients will be screened by telephone to assess if they have an urgent or essential need for face-to-face contact and to include COVID-19 specific questions.

Questions will include:

  • Do you have a new or continuous cough? Coughing a lot for more than one hour?
  • Have you had a fever in the last 7 days? Hot to touch on your chest or back?
  • Have you experienced loss of taste and/or smell?
  • Have you or anyone in your household had symptoms of Coronavirus?
  • Have you self-isolated and for what reason?
  • Have you or anybody in your household tested positive for COVID-19 in the last 14 days?
  • Are you aware if you have a high temperature? (onsite temperature checks will take place on patient arrival).

Answers will be documented in patient notes.



Pre-appointment telephone call:

A pre-appointment risk assessment and consent will be undertaken at point of booking. This will be documented in patient notes ie, screening clear and consent. If screening is not cleared this will be documented.

We will explain procedures for appointments as below including temperature check, staff PPE arrangement, cleaning according to PHE and adhering to strict start and finish times.

The initial screening telephone call will be undertaken to determine if a remote call or face-to-face appointment is to be booked. There will no charge for this pre-appointment telephone call.

All appointments booked following this, whether undertaken remotely by telephone or video calling, or seen face-to-face at the clinic, will be charged at the usual clinic rate for a half-hour appointment.

All new patients (or those with a new condition not previously assessed by us) will be offered a 30 minute ‘virtual’ appointment by telephone or video call, where the practitioner will undertake a detailed history of the condition and perform a visual examination where possible. This appointment will also aim to provide advice and exercises to the patient. After conducting this assessment, the practitioner will then make a decision with the patient to decide if further treatment can be offered remotely or whether a face-to-face appointment is necessary and safe.

Inclusion/Exclusion criteria for face-to-face appointments

Face-to-face appointments is for worsening symptoms or risk of deterioration and not responding to remote appointments. Those suffering unable to work due to symptoms and/or suffering high levels of pain and dysfunction on a daily basis and unable to successfully manage symptoms with remote means.

Current guidelines state face-to-face appointments are for urgent and essential conditions where the risk assessment undertaken by the practitioner with the patient deems the benefits derived  from treatment likely to be greater than the risks of contact with possible COVID 19 transmission.

Anyone with possible COVID 19 symptoms will not be offered face-to-face treatment but may be offered a virtual consultation.

Arrival to the clinic

Patients will be asked to arrive at the exact time of their appointment to avoid crossing over with patient leaving. Signage will reinforce advice on social distancing and face covering.

Wherever possible patients will be asked to arrive unaccompanied. If a chaperone or interpreter is required, they will be screened in the same way that a patient would be and documented in the patient notes.

Our notice board will reinforce COVID-19 guidance on reducing spread of infection.

During appointments

Initially patients will have a temperature check. Staff will wear a uniform that can be washed at a high heat over 60 degrees and wear a type FFP2 face mask and closed in footwear. Hair will also be tied back. Social distancing will remain in place from the patient during subjective assessment. Gloves will be used for patient contact. There will be contactless payment or bank transfer only.

Between appointments:

  • We will allow 10 mins note writing, cleansing and change-over time to allow for COVID-19 procedure and details in the risk assessment to take place.
  • Apron and glove change
  • Towels replaced
  • Hand washing
  • Surface wiping including waiting area
  • Couch roll applied to bed if required.

End of appointment:

  • A further surface clean of all areas is then to be carried out.



All practitioners will need to adhere to all infection control sections of this Policy. Their diary availability and hours will allow for social distancing and infection control measures to apply.

Mental Health – Management will promote mental health and wellbeing awareness to staff and will offer whatever support they can to help.


Covid-19 Symptoms

If anyone becomes unwell with a new continuous cough or a high temperature in the workplace, they will be sent home and advised to follow the stay at home guidance.

If advised that a member of staff or public has developed COVID-19 and were recently on our premises, the management team of the workplace will contact the Public Health Authority to discuss the case, identify people who have been in contact with them and will take advice on any actions or precautions that should be taken.


If you have any further questions, please contact us and we will be very happy to help.