Our Customer Code

Your safety is our number one priority and to ensure all risks are minimised, we have created a new Customer Code which outlines your responsibilities when booking an appointment with us. 

Following this guidance will help us to ensure we keep all our patients and employees safe.

Booking process
To book an appointment please call 01473 230330 and discuss your requirements with our Customer Care Team. In the first instance we will see if we can help you remotely without the need of an appointment in order to minimise the number of people in the practice. 

If we are unable to assist you remotely, we will ask a number of questions regarding your health and wellbeing before booking a convenient date/time. 

You will NOT be eligible for an appointment with us if you or anyone in your household:  

  • has a positive case of COVID-19
  • has COVID-19 symptoms
  • if you are shielding or at greatest risk from COVID-19 

In these scenarios, you will be asked to follow the government advice for self-isolating and we will arrange an appointment with you at a later date. 

Please note that depending on your appointment type, payment maybe required in advance.  
Please DO NOT attempt to visit any of our centres without a booking.  

Your responsibilities 

  • Please arrive at the allotted and agreed appointment time.  Please DO NOT arrive any earlier or later than your appointment time.  
  • Please arrive for your appointment alone. If it is imperative for you to have somebody with you, then please call us to discuss your requirements. 
  • Please do not bring any unnecessary personal belongings with you. 
  • Upon entering and exiting the premises, you will be required to use hand sanitiser which will be provided to you.   
  • Upon entering and existing we request that you wear a face covering or face mask.
  • If you need to cough or sneeze please warn the audiologist if possible. Ensure you sneeze or cough into a tissue or into the inside of your elbow.  

It is imperative that you follow the instructions of your clinician and please indicate if you do not understand anything.  

Other details to note 

  • At this time we are only able to accept debit or credit card payments, as well as BACs transfers. Cash will not be accepted. 
  • Depending on your appointment type, pre-payment may be requested.
  • We ask that where possible, that you do not travel on public transport to your appointment. 


We thank you for your co-operation.