POLICIES
Welcome to Wye Sanctuary. These Terms & Conditions explain how our services operate and what you can expect when attending for consultation or treatment. By booking an appointment, you agree to these terms. Our aim is to provide a professional, transparent and patient-centred service, ensuring that every patient receives safe, high-quality care.
Wye Sanctuary is an independent specialist pain management service led by Dr Charlotte Small, Consultant in Pain Medicine. Consultations and procedures are provided by appointment only.
Appointments may be booked by self-referral, referral from your GP, referral from another healthcare professional, or referral through an accepted private medical insurer. Appointments are confirmed once booking has been made and any required insurance authorisation or payment arrangements have been completed. Current consultation fees are published on our Fees page. Self-funding payment is required in accordance with Nuffield Health billing procedures, and any outstanding balances remain the responsibility of the patient.
We currently accept patients insured with Bupa, AXA Health, Aviva, Allianz, Vitality and WPA. Patients are responsible for obtaining any required pre-authorisation before their appointment. If your insurer declines payment for any reason, or your policy does not cover all charges, you remain responsible for any outstanding fees.
If you need to cancel or rearrange your appointment, please let us know as soon as possible. We kindly request at least 48 hours’ notice. Appointments cancelled with less than 48 hours’ notice, or appointments not attended without prior notice, may incur the full consultation fee. Please arrive approximately 10–15 minutes before your appointment. If you arrive late, we will do our best to accommodate you, but your consultation may need to be shortened or rearranged.
Initial consultations are dedicated to understanding your symptoms, reviewing previous investigations, discussing diagnosis, exploring treatment options and developing an individual management plan. Procedures are not performed during an initial consultation. Where a procedure is recommended, benefits, risks and alternatives will be fully discussed, written consent will be obtained before treatment, procedure costs will be explained in advance, and you are under no obligation to proceed.
Follow-up appointments may be recommended to review progress, assess response to treatment, discuss investigation results, adjust medication or consider further management. Prescriptions may be issued where appropriate. Prescription charges, pharmacy dispensing fees and medication costs are separate from consultation fees unless specifically stated. Where appropriate, patients may be referred to Leva Clinic for consideration of cannabis-based medicinal products, with prescribing and monitoring undertaken under Leva Clinic governance.
The information on this website is for educational purposes only and is not a substitute for individual medical assessment. If you have urgent medical concerns, seek immediate advice from your GP, NHS 111 or your nearest Emergency Department. Routine enquiries can be made by telephone or email through our medical secretary, but email should not be used for urgent medical problems and clinical advice cannot usually be provided by email. Personal information and medical records are handled in accordance with our Privacy Policy. If you are unhappy with any aspect of our service, please let us know; details of our complaints process are available on request.