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Frequently asked questions

We believe it’s important for you to feel fully informed and confident while making decisions regarding your health or the health of your loved ones. To help, we’ve included commonly asked questions and answers from past patients. If your question isn’t addressed, get in touch and we’ll provide the information you need.

  • How do I book my first appointment at Tollgate Healthcare?
    Although we offer an online booking system for existing patients, for your first visit to us we ask that call or email our helpful and knowledgeable reception staff on 01394 387818 or, You will either speak to Brooke, Clare, Jane, Paula or Tanya, all of whom will be happy to discuss your particular requirements, answer any questions or concerns you may have and ultimately help you book with the most appropriate Practitioner.
  • What are the Clinic opening hours?
    Monday to Friday 9am - 6pm Saturday 9am -12pm ​ Please note we are closed on bank holidays and opening times may vary at Christmas and New Year.
  • What are the fees?
    Our fee list is available here. All fees are due at the time of treatment unless you have written authority from another party such as your employer that they will settle the account on your behalf. There is a credit/debit card facility for your convenience.
  • Is there car parking at the Clinic?
    There is a car park to the rear of the practice. Enter St Audrys Lane and you will see the car park entrance on the right immediately behind the building. Although there is no parking restriction on Yarmouth Rd, it is a busy through road and, we do not recommend it for safety reasons. We also prefer you not to park in front of the neighbours' property. For those arriving by bus from Woodbridge or Wickham market there is a bus stop immediately outside the practice. We offer disabled access and full disabled facilities within the building.
  • Are your services covered by my insurance?
    Unfortunately, we do not deal with insurance companies directly. If you intend to make a claim, please contact your insurance company before treatment commences. Could you also inform the receptionist at the point of booking your first appointment, that you intend to make a claim. We request that patients pay for their treatment after each session - we can then issue a receipt to present to your insurance company.
  • Is it necessary to see my GP first?
    Many patients are referred to us by their Doctor, but it is not necessary to visit your GP first. If there is any reason for us to contact your Doctor we will ask you first.
  • What can I expect from my first appointment?
    Upon booking: If you are happy to supply an email address, we will send you a Welcome Email and a Booking confirmation email. The booking confirmation email has a link to our New Intake Form, which allows you to supply further personal details if required and also confirm the necessary acknowledgment of our Cancellation and GDPR (Privacy) policies. If you are unable to complete the New Intake Form online, then please advise the receptionist when you arrive for your appointment and they will be happy to provide you with paper versions of the necessary forms. On the day:​ You will be asked to take a seat in our comfortable waiting room until your Practitioner is ready for you. ​​ During your appointment: Your practitioner will take a thorough case history. This will be followed by an appropriate examination or assessment, depending on problem. Depending on the findings, your practitioner will discuss potential treatment options with you. Your practitioner will also discuss the need future appointments.
  • What should I wear for my appointment?
    After we have taken a full case history of your problem it may be necessary for you to be examined. Most often it is necessary to ask you to remove some items of clothing so that the area to be examined can be exposed. You may wish to wear loose clothing such as tracksuit trousers or shorts and a t-shirt so you can be examined without removing these. If you have special concerns over what you need to wear or will be asked to remove please contact us before the consultation or ask when you first enter the consulting room. If you wish you can ask for a chaperone or bring a friend or relative to your consultation.
  • Can I get a urgent appointment?
    If we know you are in urgent need, we will do our utmost to see you as soon as we can. Please call reception to request an urgent appointment.
  • How do I give feedback or make a complaint?
    Complaints procedure is for AG & Assoc
  • Can I speak to my practitioner between my appointments?
    Yes. If you have new problems or concerns between treatments we would rather you phone than be anxious or suffer pain in silence. If we are busy we will return your call as soon as possible. Contact us.
  • How will my personal data be used?
    Click Here to view GDPR and AG&Assoc policy
  • What if I need to cancel my appointment?
    Our diaries are very busy. If you are unable to make your appointment time, please help us avoid any prolonged distress to other patients who need appointments by calling us on 01394 387818 to cancel or amend your appointment no less than 3 hours* before your scheduled time. It is clinic policy to charge a cancellation fee equal to 100% of the treatment charge if insufficient notice is given. Thank you for your understanding. *Cancellation policy for Julie Colthorpe, Antonia Rowland, Bev Karia, Emma Dalton and Rose Constantine-Smith is that less than 24hours notice will incur a charge of 100% of fee.
Can't find the answer you are looking for?

Please call or email reception with any questions you have about treatments or any special arrangement we can make for you. 

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