Terms and Conditions

1. Overview

This website and our services are operated by gogodoc. By booking or attending a consultation (face-to-face, home visit, telephone, or video), purchasing a service, or accessing our website, you agree to these Terms and Conditions (“Terms”).

If you do not agree with these Terms, you must not use our services. We may amend these Terms from time to time, and changes will take effect once published on our website.

2. Scope of Services

We are a private GP clinic providing:

● Face-to-face consultations at our premises.

● Home visit consultations within designated areas.

● Telephone and video consultations (telemedicine).

Important:

● Our services are not a substitute for emergency care. In a medical emergency, always call 999 or attend the nearest emergency department.

● Certain conditions may not be suitable for telephone or video consultations; we may advise you to attend in person or refer you elsewhere.

● Prescriptions, investigations, and treatments are issued at the discretion of our clinicians in line with GMC and UK prescribing guidelines.

3. Booking & Payment

● Consultations must be booked in advance via our website, telephone, or reception team.

● Payment is required at the time of booking unless otherwise agreed.

● Prices for consultations and services are displayed on our website and may change without notice.

4. Cancellations & Refunds

● Patient cancellations: If you wish to cancel or reschedule, please provide at least 24 hours’ notice. Late cancellations or non-attendance may be charged in full.

● Clinic cancellations: If we must cancel or reschedule, we will notify you as soon as possible and offer an alternative appointment or refund.

● Refunds are not issued once a consultation has taken place, except where required by law.

● Prescription medications are non-refundable once dispensed, unless faulty.

5. Conduct During Consultations

You agree to:

● Provide accurate and complete medical information.

● Treat staff with courtesy and respect.

● Refrain from recording consultations without prior consent.

We reserve the right to refuse treatment or terminate a consultation if inappropriate, abusive, or unlawful behaviour occurs.

6. Medical Limitations

● Our clinicians may decline to provide treatment or prescribe medication if deemed clinically inappropriate.

● Telemedicine consultations have limitations; physical examinations cannot always be performed, which may affect diagnostic accuracy.

● We may recommend referral to NHS or specialist services where clinically necessary.

7. Data Protection & Confidentiality

We comply with the UK GDPR and Data Protection Act 2018.

● All medical records are stored securely and confidentially.

● We will share your information only with your consent, except where disclosure is required by law or in the public interest (e.g., safeguarding concerns, notifiable diseases).

● Our Privacy Policy explains in detail how we collect, use, and protect your data.

8. Fees & Invoicing

● Fees are clearly set out prior to booking.

● Additional charges may apply for prescriptions, tests, referrals, letters, or home visits.

● Invoices must be settled promptly; unpaid accounts may be referred to collection services.

9. Complaints & Feedback

We are committed to providing high-quality care. If you are unhappy with any aspect of our service, please follow these steps:

1. Initial complaint: Contact our clinic via email ([clinic email]) or telephone ([clinic phone]) and provide details of your concern.

2. Formal investigation: Complaints are logged, reviewed, and investigated by our Patient Experience/Complaints Officer or Clinical Lead.

3. Response timeline: We aim to respond to all complaints within 10 working days. If further investigation is needed, we will keep you updated and provide a resolution timeline.

4. Resolution: We will provide an explanation, outcome, and any actions taken to prevent recurrence.

5. Escalation: If you are not satisfied with our response, you may escalate your complaint to the Independent Health Complaints Ombudsman (or Parliamentary & Health Service Ombudsman).

Ombudsman contact details:

● Parliamentary & Health Service Ombudsman

● Website: https://www.ombudsman.org.uk

● Phone: 0345 015 4033

● Email: [email protected]

● Postal address: Millbank Tower, Millbank, London SW1P 4QP

All complaints are handled confidentially in accordance with UK healthcare regulations and the Care Quality Commission (CQC) standards.

10. Third-Party Services

We may refer you for investigations or treatments with third-party providers (e.g., laboratories, imaging centres). We are not responsible for the performance of third-party services.

11. Limitation of Liability

● We provide medical care in accordance with GMC guidance and professional standards.

● We do not guarantee outcomes of treatment.

● To the fullest extent permitted by law, we are not liable for indirect or consequential loss (including loss of income, data, or goodwill).

● Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud, or any matter which cannot be excluded under UK law.

12. Indemnity

You agree to indemnify and hold us harmless against any claims, damages, or costs arising from your misuse of our services or breach of these Terms.

13. Termination

We reserve the right to withdraw services if you breach these Terms or act in a way that compromises staff or patient safety.

14. Governing Law

These Terms and any disputes arising under them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.

15. Contact Information

Questions about these Terms should be directed to:

Address:

Gogodoc

104 Harley Street

Top Floor

W1G 7JD

Email [email protected]

Contact Number: 02033710995