WORKING WITH US - FAQs & POLICIES
- contactapexneuro
- Feb 3, 2024
- 7 min read
Updated: 1 day ago
FAQs
ACCESSIBILITY
We are located on the first floor within a larger building, which has ramp access to the main entrance and a lift. We have fitted extra-wide doors in the clinic for ease with wheelchairs. We cannot assist in getting in and out of vehicles or with access to the clinic, you are welcome to bring someone with you to assist if needed. You are responsible for arranging suitable transportation. There are toilets, including a disabled toilet located across the corridor from the clinic. We recommend leaving extra time for parking (there are limited spaces, badge holders may use the allocated disabled bays, and other spaces that are available provided they are not marked for another individual) and to access the building.
NO BABIES OR CHILDREN UNDER THE AGE OF 16 ARE ALLOWED IN THE CLINIC.
PLEASE NOTE OUR DOG, PNEUMA, IS PRESENT DAILY AT THE CLINIC 🐶
PAYMENT AND REFUND POLICIES
PAYMENT POLICIES
All sessions must be paid upfront within an allocated time frame (72hrs).
Weekly appointments are booked in advance in blocks of 8 weeks.
Intensives are tailored to each person, paid in full in advance.
Unpaid sessions are not held.
International payments are subject to exchange rate changes and transfer fee.
Currently all sessions are self-funded.
We do not accept health insurance.
REFUND & CANCELLATIONS POLICIES
Refund Policy
Standard Sessions (1.5 hours)
For "intro" and weekly sessions (1.5 hours in duration) we require 48 hours notice for cancellations.
If you cancel with less than 48 hours notice, the full session fee will be charged and is non-refundable.
Extended Sessions (3 hours or more, including intensives)
For all appointments 3 hours or more, you are required to give 3 weeks (21 day notice).
For intensive bookings we require 3 weeks (21 days) notice for cancellations.
If you cancel with less than 3 weeks notice, the full session fee will be charged and is non-refundable.
Please note that cancellations with insufficient notice may result in the loss of future booking privileges, depending on the circumstances.
You are responsible for keeping us informed about any changes in symptoms/circumstances prior to your appointments, so we can make an informed decision as to whether the programme and our approach is suitable.
Cancellation Procedure
All cancellations must be submitted in writing via email to contact@apexneuro.co.uk
The cancellation will only be considered valid once you receive a confirmation email from us.
Late Policy
Arrival Time: All clients are expected to arrive on time for their scheduled sessions. If you are frequently late for sessions, you may not be able to continue working with us. We ask that clients arrive 5-10minutes prior, and use the waiting area.
Grace Period: A grace period of 15 minutes is allowed from the scheduled start time of your session. If a client arrives more than 15 minutes after the scheduled start time of their session, the session may not proceed. Sessions cancelled due to late arrival are not eligible for refunds or rescheduling.
If you anticipate being late, please contact us as soon as possible by calling the clinic. While this doesn't guarantee that your session will proceed, it helps us manage our schedule more effectively.
For any questions or concerns regarding this policy, please contact us at contact@apexneuro.co.uk
CAN I BRING SOMEONE WITH ME?
Yes. If you would feel more comfortable with a family member / friend, this is fine. We actively recommend bringing someone to help if you struggle with mobility. If your speech is impaired, we will require someone to join you. The process requires a lot of two-way communication and feedback. If you have seizures, please ensure you are accompanied by someone who experienced in supporting you during the seizure.
EXPECTATIONS AND PROGRESS
HOW QUICKLY CAN I EXPECT TO PROGRESS?
Every person is unique. Numerous things impact the rate of progress, including condition, if the condition is degenerative and how advanced it is, what you're doing to support rehab outside of the sessions etc. You are required to do the work in outside of sessions to further your progress. Adequate nutrition and hydration are very important to support recovery. For neurorehab, the latest research recommends 80hrs for conditions such as stroke and spinal cord injury. With these conditions, the event has taken place and there is no underlying condition that is progressive and degenerative in nature. Using advanced technologies, we are often able to exceed the standard rate of progress, but there must be enough exposure / intensity and time for changes to take place in the brain and nervous system (known as neuroplasticity). We will adapt the sessions based on progress, changes in symptoms, fatigue etc. With MND, MS and neurodegenerative conditions our primary goal is to improve symptoms, independence and quality of life.
WHAT DO WE EXPECT FROM YOU?
This is a team effort. The devices we use can be incredible tools, but effort and commitment is essential. The metabolic and physiological demand of the stimulation requires extra fuel - in the forms of calories (your job) and our support using low level laser (increasing ATP availability in the cells). We expect that you come to sessions fuelled and hydrated. We recommend prioritising rest before and after sessions for best outcomes.
We treat everyone like an athlete, even if you don't come from an athletic background, we will be challenging you. The brain and body require enough of a stimulus to make change, so working with us is very different from standard therapeutic approaches.
ABOUT APEX NEURO
HOW DOES APEX NEURO DIFFER FROM OTHER NEUROREHAB?
Technology | Our unique method utilises leading-edge technologies, often producing results that defy the traditional outlook for complex conditions such as Motor Neurone Disease/ALS, Functional Neurological Disorder and Multiple Sclerosis.
Commitment | Unlike many neurorehab approaches, which often span many months at a time, we avoid clients spending extended periods away from their homes and family. We instead offer shorter duration "intensives" (ranging from 2 to 20 days) compared to the 2-3 month commitment of other programmes. We find this helps to minimise stress, reduces barriers to entry, and allows for clients to continue progressing using at-home approaches to accelerate results between visits.
Outlook | A number of neurorehab clinics in the UK turn away complex conditions such as MND, MS and FND with the outlook that there is "nothing that can be done". We have a growing body of evidence demonstrating that this doesn't have to be the case. On a nearly daily basis, we see clients who have been told to "only expect decline" improve motor function, breathing, speech, balance, stability, dexterity, spasticity, pain, movement, gait and a host of other symptoms. For this reason, our outlook is different.
TO SOLVE HARD PROBLEMS, YOU HAVE TO THINK DIFFERENTLY.
WHAT TECHNOLOGY DO YOU USE?
We work primarily with two devices, electrical stimulation including Neubie and non-thermal low level laser. Our team is made up of the most experienced Neufit providers in the country, applying our own methodology that cannot be found in any other clinic.
Our method differs substantially from other approaches. Working with us will not be passive - in order to get the best outcomes, there has to be enough of a stimulus for adaptation. Each session is tailored to the individual. For an insight into what to expect, please see our instagram content.
To work with our technologies, you must meet specific health and safety criteria. All clients will be asked to confirm they meet this criteria after our consultation. We do not work with clients under the age of 16.
WHO MAKES UP THE APEX NEURO TEAM
Sarah Cartwright-Steel (founder and Clinic Director) established APEX NEURO after her own rehab journey following a brain injury. She quickly realised that she would need to take control of her own recovery after being let down by traditional approaches, and this lead her to discover some of the approaches that formed the APEX NEURO method. Her academic background is in Neurophysiology and Psychology, including achieving student of the year for research on cerebral glucose and brain function. She is a 2x Ph.D. candidate, having to end her studies due to her brain injury, which ultimately paved the way for establishing APEX NEURO.
Rob Cartwright-Steel (co-founder and Lead Practitioner) comes from an elite sports background, achieving a semi-pro American Football contract and being scouted for Team GB Windsurfing team. His academic background is in Sports Science. Rob suffered a career-ending double herniation, so knows how devastating injuries can be. Rob's sister was diagnosed with a brain tumour aged 9, and he was by her side throughout her fight, until she passed away at age 37. During this time, Kaz lost the ability to walk, her sight and suffered strokes and seizures. His first-hand experience as Kaz's carer fuels his passion for neurorehabilitation. Rob is also a qualified personal trainer. Laura has deep personal experience with neurological conditions and disability, growing up with a sister with Cerebral Palsy. She is highly skilled at working with Motor Neurone Disease and Stroke, in particular cases that involve speech and breathing challenges. Laura is trained in the APEX NEURO methodology and employing low level laser and Neufit technologies with degenerative conditions. Luke is one of the UK's most experienced practitioners using the Neubie, combining his deep knowledge of human performance with our industry leading method for outstanding results. Luke is highly skilled in working with complex Functional Neurological Disorder cases and Multiple Sclerosis.
CLINIC RULES & EXPECTATIONS:
NO CHILDREN UNDER 16 (INCLUDING BABIES) ARE ALLOWED IN THE CLINIC.
Appointments are not confirmed until payment has been received in full. If you are booking flights/hotels, please wait until your appointments have been confirmed.
You must arrange suitable transportation to and from the clinic prior to your appointments. We do not have a reception so will not be able to organise this for you. We cannot assist in getting in and out of vehicles.
Ensure you are able to get into the clinic without our assistance, using the lift needed.
You are welcome to bring a family member / friend. If you wish to bring a practitioner, you must gain permission from Sarah (Clinic Director) in advance.
NO CALLS are taken in the clinic - it is an open space and sound travels, which can be distracting for practitioners and clients. Please be mindful of others.
Given the nature of degenerative conditions, please keep us informed of any decline/changes, including weight loss. You MUST prioritise maintaining a stable weight, and regaining any lost weight. We reserve the right to cancel sessions if you do not update us on progression, or have not tracked your food and made the appropriate nutritional changes.
We expect you to come to your intro session with at least 2 weeks of tracked food data.
DO YOU HAVE QUESTIONS THAT HAVEN'T BEEN ANSWERED HERE? FEEL FREE TO EMAIL US, OR DROP US A MESSAGE ON INSTAGRAM @APEXNEURO. DISCLAIMER: THIS WEBSITE DOES NOT PROVIDE MEDICAL ADVICE
The information, including but not limited to, text, graphics, images and other material contained on this website are for informational purposes only. No material on this site is intended to be a substitute for professional medical advice, diagnosis or treatment. APEX NEURO practitioners are not registered speech therapists, physiotherapists or medical professionals. Consult your healthcare provider or medical advisor if you are seeking medical advice, diagnosis or treatment.