Terms & Conditions

These terms govern the provision of private speech and language therapy services by Recover Speech, operated by Louise Lim ("Louise", "we", "us"). By booking a session, you agree to these terms.

Louise is registered with the Health and Care Professions Council (HCPC) as a Speech and Language Therapist and is a member of the Royal College of Speech and Language Therapists (RCSLT). All services are delivered in accordance with HCPC Standards of Conduct, Performance and Ethics.

Recover Speech provides speech and language therapy for adults (18+). Services include assessment, therapy, and advice for conditions including stroke, Parkinson's disease, MND, MSA, PSP, stammering, and voice difficulties.

Speech and language therapy does not constitute medical diagnosis or treatment of underlying medical conditions. Louise is not a medical doctor and cannot prescribe medication, order investigations, or amend medical treatment. You should continue to consult your GP or specialist for medical care.

Outcomes of therapy depend on many individual factors including the nature and severity of the condition, level of engagement, home practice, and other medical variables. We cannot guarantee specific results.

Sessions are available online via Zoom or FaceTime, and in person in Norwich. All enquiries and bookings are made by email, phone, or WhatsApp. There is no automated booking system.

An initial assessment is typically recommended before committing to an ongoing programme. There is no obligation to continue after the initial session.

Session length, frequency, and fees will be confirmed in writing before your first session. Louise will provide an honest estimate of the likely number and cost of sessions needed.

Session fees are as agreed and confirmed in writing before your first appointment. Fees are reviewed periodically and any changes will be communicated with reasonable notice.

Payment is due within 7 days of the session date unless otherwise agreed. Invoices outstanding beyond 30 days may result in suspension of further sessions.

If your private health insurance covers speech therapy, we can provide invoices and clinical reports to support your claim. It is your responsibility to confirm coverage with your insurer before commencing therapy.

24 hours' notice is required to cancel or reschedule an appointment. Notice can be given by email or WhatsApp.

Sessions cancelled with less than 24 hours' notice, or where you do not attend, will be charged at the full session rate. This policy exists because short-notice cancellations cannot be reallocated to other clients.

If Louise cancels a session, you will be offered an alternative appointment within a reasonable timeframe at no additional charge, or a full refund if rescheduling is not possible.

Repeated cancellations or non-attendance may result in discharge from the practice. Louise will discuss this with you before taking that step.

Online sessions are conducted via Zoom or FaceTime. You are responsible for ensuring you have a working internet connection, a suitable device, and a private space with no one else present or able to overhear.

Louise will confirm your location and that you are in a private setting at the start of each online session.

If the connection is lost mid-session, Louise will attempt to reconnect. If reconnection is not possible, the remaining time will be rescheduled or credited.

Recording of sessions is not permitted by either party without the explicit written consent of the other. If you wish to record a session for personal use, please discuss this with Louise in advance.

Online therapy has inherent limitations compared to in-person care. Louise will advise you if she believes in-person sessions would be more beneficial for your specific goals.

All information shared in sessions is strictly confidential. Louise is bound by a professional duty of confidentiality as an HCPC registrant and will not disclose your information to others without your written consent, except in the following circumstances:

• Safeguarding. If Louise has reasonable cause to believe that a child, vulnerable adult, or another person is at risk of serious harm, abuse, or exploitation, she is legally and professionally required to report this to the relevant statutory authority. She will inform you if this happens unless doing so would put someone at greater risk.
• Professional supervision. Aspects of your care may be discussed with a clinical supervisor for quality and professional development purposes. Supervisors are bound by the same confidentiality obligations.
• Legal requirement. If required to disclose records by a court order or other statutory obligation.

Sharing your information with your GP or other healthcare professionals requires your explicit written consent.

Louise practices in accordance with HCPC Standards of Conduct, Performance and Ethics and RCSLT professional guidance, and holds professional indemnity insurance.

If you have a concern or complaint about your care, please contact Louise directly in writing at hello@recommunicatespeech.co.uk. We will aim to respond within 14 working days.

If you remain dissatisfied after raising a concern with us, you may escalate to:

• HCPC: hcpc-uk.org · 0300 500 6184
• RCSLT: rcslt.org

Either party may end the therapeutic relationship at any time. We recommend discussing this with Louise so that a suitable plan can be agreed, including any onward referrals if appropriate.

Louise may discharge a client without notice in cases of abusive, threatening, or unsafe behaviour, or where there is a safeguarding concern that makes continuation inappropriate.

Your personal and health information is processed in accordance with our Privacy Policy and UK GDPR. You have the right to access, correct, and request deletion of your data, subject to our professional and legal retention obligations.

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Recover Speech · Louise Lim
hello@recommunicatespeech.co.uk · 07841 522 601