COVID-19 Policy and Procedures

Updated: 22 July 2021

In-person services at the Lloyd's Wellbeing Centre

Following the lifting of restrictions on 19th July 2021, the Lloyd’s Wellbeing Centre is now open to all customers.

A thorough COVID-19 infection control and screening policy has been implemented to facilitate safer in-person appointments. Please see the policy in full further down this page.

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.

Our COVID-19 Policy

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.

Face Masks

  • Face masks (type FFP2) will be worn at all times by our practitioners.
  • Face masks are required to be worn by patients/customers at all times upon entry to the clinic area, including in the reception area.


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 advice 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.


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.

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.


Screening Procedure

Prior to attending the Lloyd’s Wellbeing Centre, all patients should ensure that they do not have any COVID-19 symptoms, or have been in close contact with someone who has recently tested positive for COVID-19. You should ask yourself:

  • Do you have a new or continuous cough? Coughing a lot for more than one hour?
  • Do you have a high temperature?
  • 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, anyone in your household, or anyone of your work colleagues had symptoms of Coronavirus?
  • Have you or anybody in your household tested positive for COVID-19 in the last 14 days?



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

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. Their hair will also be tied back. You will be required to wear a mask/face covering during your appointment. Social distancing will remain in place from the patient during subjective assessment.

Between appointments:

  • Apron / glove change
  • Towels replaced
  • Hand washing
  • Surface wiping including waiting area
  • Couch roll applied to bed if required.

End of appointment:

  • There will be contactless payment or bank transfer only.
  • 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.

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 self isolation guidance.

If advised that a member of staff or public has developed COVID-19 and were recently on our premises, the management team will act to 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.