Terms and Conditions
We are not an emergency service, if you believe that you or the person you are assisting is in an urgent or emergency situation you should immediately dial 999 or visit your local Accident and Emergency Department.
YOU SHOULD CALL 999 IMMEDIATELY if someone has:
- difficulty breathing;
- severe bleeding and it can't be stopped;
- severe chest pain;
- a severe allergic reaction;
- severe burns or scalds;
- loss of consciousness;
major trauma such as the result of a serious road traffic accident, a stabbing, a shooting, a fall from height or a serious head injury;
- acute confused states and fits which aren’t stopping,
- or if you believe someone is having a heart attack or stroke.
About us and our services
A) Practice Plus Group Primary Care Limited (trading as Practice Plus Private)
Practice Plus Group Primary Care Limited (trading as Practice Plus Private) is registered in England and Wales with company number 11078321 and a registered office of Hawker House, 5-6 Napier Court, Napier Road, Reading, Berkshire, RG1 8BW.
B) Our services
What our Services cover and important information you must be aware of when using our Services
Our Services are provided using qualified healthcare professionals based in the UK (Practitioners).
Our services may include:
- Easy online access to our website where you can book appointments
- Face-to-face home visit appointments with our Practitioners
- Remote video/telephone based consultations with our Practitioners
- Where appropriate, receiving prescriptions from our Practitioners (see section E)
- Appointments are available between the hours of 8am and 8pm, 7 days per week, subject to availability.
- Appointment times may be subject to change by us and are only made available to you at our sole discretion. If your appointment is cancelled, we will call to let you know and to discuss next steps.
- Our clinical services are regulated by the Care Quality Commission in the UK (whose website is www.cqc.org.uk).
- Private funded treatment and care in the UK is regulated under the Health and Social Care Act 2012, which makes the Department of Health, NHS England and NHS Digital the authority bodies of all health and social care in the UK.
- Some medical conditions are not suitable for remote consultations and therefore a face-to-face appointment may be advised. We recommend that you contact us directly if unsure.
- When booking a home-visiting doctor, you will be provided with an estimated time of arrival (ETA).
- The Services are provided in English. However, interpretation services are available on request by emailing firstname.lastname@example.org or calling us on 0333 015 1100. Our telephone lines are open 8am to 8pm, seven days a week.
- We provide our clinical services using reasonable skill and care from appropriately qualified and experienced staff and Practitioners.
- Our Practitioners are committed to providing the Services in accordance with clinical best practice and applicable professional standards. They make sure that they are at all times insured by a reputable medical indemnity insurance organisation.
- We may update and/or make changes to the Services from time to time, for example, to reflect changes in your needs and/or our business priorities or any legal or regulatory changes. We will try to give you reasonable notice of any major changes in advance
C) COVID-19 Antigen Testing
- We can only provide COVID-19 antigen testing to children of 5 years and over.
- If you have a COVID-19 antigen test and receive a positive test result it is very likely that you have COVID-19. You will need to immediately self-isolate and follow the guidance provided by the British Government on self- isolation; https://www.gov.uk/coronavirus If you do receive a positive test result we have a duty by law to report your result Public Health England. With your permission we will also inform your normal GP of your positive result. If you are positive for COVID-19 and feel seriously unwell, breathless or are having trouble breathing you should phone NHS 111 or call 999 for urgent assessment of your symptoms.
- If you receive a negative test result but you have had close contact with a diagnosed case of COVID-19, or have been contacted by NHS Test and Trace, asking you to self-isolate due to contact with a diagnosed case, you will still need to self-isolate despite having received a negative result. This is because COVID-19 can have a long incubation period, and you may still develop symptoms during the 14 days following your contact with an infected person.
- If you have not had contact with a diagnosed case, and have received a negative result you can carry on with life as normal. But you must be aware that it is possible for this test to give a negative result that is incorrect (false negative) in some people with COVID-19. This means that you could possibly still have COVID-19 even though the test is negative. You therefore need to ensure that you continue to practice social distancing, and to follow government guidance to protect yourself and others. If your test result is negative, but you have symptoms highly indicative of COVID-19, we will discuss with you whether you would like us to send away an additional swab for polymerise chain reaction (PCR) testing before you cease isolating.
D) What we need from you in order to provide the Services
- We can only provide the Services in accordance with these Terms if you provide us with certain information. You must be careful that:
- any information you give to us or a Practitioner, is accurate in a language that is understood by both you and your Practitioner;
- you provide us with details of any pre-existing conditions and medications that you are taking;
- you follow any advice you are given by Practitioners;
- you follow any advice regarding the use of any medicines or healthcare products the Practitioner recommends or prescribes (including in respect of use-by dates);
- you report any adverse or unexpected effects of treatments your Practitioner recommends to us by contacting us on 0333 015 1100 or emailing us at email@example.com
- you keep any medicines we prescribe to you securely and do not allow others (especially children) to be able to access them or use them;
- you tell us immediately if any of our information about you is or becomes inaccurate or incomplete; and you use our Services only for yourself, unless you are helping a child further to section E.
E) Children and our services
- Practice Plus Private can provide care to children aged under 16. Healthcare services can be booked on behalf of children under 16 by a parent or legal guardian only.
- We recommend that face to face home visit appointments, rather than telephone/video appointments are booked for children under 2 years of age. In the event that a telephone appointment is booked to discuss the health of a child under 2, it is likely that our doctor will need to book a subsequent face to face visit, our GPs do not prescribe over the telephone for children aged under 2.
How medication is prescribed to you, letters and sick notes
- Our Practitioners can prescribe medications either remotely during a telephone or video consultation or during a home visit consultation.
- The patient must let us know of all other medications they are currently taking, both ‘over the counter’ and prescribed in order for us to prescribe. For some medications, those at risk of serious interaction/ side effect or which pose a risk of addiction/ misuse, our Practitioners will not be able to prescribe unless the patient provides us with permission to contact their normal GP to inform them that the prescription has been made.
- Prescriptions will be private prescriptions, there will therefore be a fee for the medication and dispensing.
- Once the Practitioner has carried out an assessment of your health needs, taking into account any medical history you have informed us of, our Practitioners can also provide referral letters (for example to refer you to a consultant at a hospital) if necessary. Our Practitioners are unable to refer you to NHS specialist services, if a referral to an NHS specialist service is required we will write to your normal GP asking them to make the referral.
- You can only request a prescription for a controlled drug (as defined by the Misuse of Drugs Act 1971) via a face to face appointment. Our Practitioners will only be able to prescribe controlled drugs if permission is granted by the patient for our Practitioner to contact your normal GP prior to issuing any of these medications.
- You must ensure that you order your repeat prescription in sufficient time and a minimum of 3 working days before you need to collect your medication.
- Most private prescriptions are valid for six months, others only 28 days from the date of the prescription.
- We can provide you with a sick note. To do this you will need to book a telephone/video appointment with a Practitioner. If it is appropriate to provide the note, the Practitioner will do this by emailing you directly from our email account or you can request we post you a hard copy.
- Sometimes patients ask us to write letters for them, for example to their employer or insurer. You can request a letter during your consultation, explaining what you need the letter for. Our Practitioner can issue you with a letter by emailing you directly. Fees will apply for letters written.
- You understand and accept that each Practitioner, at their sole discretion, creates prescriptions, letters and sick notes based on their own professional judgement and legal obligations. You understand and accept that that the content of such items including prescriptions, letters and sick notes is individual, based on information you provide to the Practitioner and your presentation at the time of your consultation. As such, the contents of any prescription, letters or sick note may vary; the precise nature of the content shall be at the sole discretion of the Practitioner and you agree to hold harmless Practice Plus Private, its employees, officers, directors, agents and affiliates from any claim that may arise as a result of the contents of such items. You must not tamper with the content of any such prescriptions, letters or sick notes. You understand and accept that there is no guarantee that such prescriptions, letters or sick notes will contain the content you desired, hoped for, expected, were informed of, understood or believed they would contain. Our Practitioners reserve the right to refuse to issue a prescription if they believe in their reasonable medical opinion that it is not considered clinically appropriate.
G) Notifiable infectious diseases
- Notification of infectious diseases’ is the term used to refer to the statutory duties for reporting notifiable diseases in the Public Health (Control of Disease) Act 1984 and the Health Protection (Notification) Regulations 2010. COVID-19 is listed as a disease notifiable to local authority proper officers under the Health Protection (Notification) Regulations 2010:
- Public Health England (PHE) has approval from the Secretary of State to process confidential information associated with notifiable causative agents and notifiable infectious diseases without patient consent under Regulation 3 of the Health Service (Control of Patient Information) Regulations 2002.
- In accordance with the above legislation Practice Plus Private Practitioners will inform PHE of any diagnosis of a notifiable infectious disease including COVID-19.
H) Other limitations and restrictions on the use of services
- We do not guarantee the availability of any particular Practitioner at any particular time. We will do what we can to arrange a consultation with a Practitioner at a time of your convenience.
- Practitioners may hold different clinical opinions on the same medical condition or symptoms and, provided these opinions are reasonably held, the fact that two or more Practitioners give different opinions in the course of service provision does not necessarily indicate that our Services are defective.
- We do not tolerate abuse or offensive behaviour towards Practitioners or any staff or support members.
- We may need to ask you for certain personal information in order to provide our Services. If you do not provide this information when requested, we may be unable to provide our Services to you.
- We do not guarantee that the Services will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of the Services for business and operational reasons, including (without limitation) for technical or security reasons. We will try to give you reasonable notice of the time and length of any suspension, withdrawal or restriction and the reason for it. This notice may include an email notification or letting you know when you speak to us by phone. We will provide you with an alternative way of contacting us during the withdrawal, suspension or restriction.
- If we need to suspend the Services at any time prior to any appointment that you have already booked, we will notify you in advance (unless the suspension is due to unforeseen circumstances such as emergency maintenance) and will call you to discuss next steps.
- We reserve the right to suspend or terminate your access to the Services at any time, without notice and without us bearing any liability to you, if we reasonably believe you have breached any of these Terms or used the Services inappropriately.
- Content Disclaimers: Any information provided in any communications from us (other than advice provided by a Practitioner during an appointment) is for general educational and informational purposes only and is not intended to amount to advice on which you should rely. Such information should not be relied upon as a substitute for seeking appropriate individual medical advice or services.
- General Disclaimers: We make no warranty that the Services will meet your requirements or that the Services will be uninterrupted, 100% secure or error-free, or that defects, if any, will be corrected. We are not responsible for transmission errors or any corruption or compromise of data carried over local or interchange telecommunication carriers.
- We will take all reasonable precautions to protect against failure of our equipment and software and will perform regular back-ups of all data stored. You acknowledge and accept that in the event restoration of data from backup is necessary, it may take several days to complete such restoration of data and resume operation of Services.
- We make no representations or warranties about: the satisfaction of government regulations requiring disclosure of information on prescription drug products; or any treatment, action or application or preparation of medication based on information offered of provided through our services.
- We do not endorse the promotions, products or services of any third parties, nor do we warrant or validate the accuracy of any third party advertisements, promotions, communications or other materials. We do not assume any responsibility or liability for the accuracy of information contained on any third party web sites.
- Should you be experiencing complex medical symptoms which require specialist attention our Practitioners may, where appropriate, refer you to a specialist medical practitioner or consultant who may not work at Practice Plus Private. We are not responsible or liable for any advice or treatment an external medical practitioner offers you, regardless of whether we made the original referral.
I) Accessing our services
- To book an appointment with us you are required to provide accurate and as complete information as possible, including your first and last name, email address, date of birth, postal address, mobile telephone number and/or landline numbers, and any other information that we specifically request.
- Our Services are accessed remotely using the telephone, internet, data networks and devices which can access the internet (“Infrastructure”) and operates our website. We make our website available for access using the Infrastructure, but we are not responsible for the Infrastructure. If you wish to use the Services, you should ensure you have an internet-enabled device and a sufficient internet connection available.
- Technical or security threats or issues affecting the Infrastructure may require us to suspend our Services in order to ensure they are secure and/or operating optimally.
- When you send emails to us, you are communicating with us electronically. We will communicate with you as is necessary to deliver the Services to you. Please note it is your responsibility to ensure that your email account is secure.
We operate anti-virus and malicious software prevention measures but cannot guarantee that our Services will always be virus-free. You should ensure that any device you use to access the Services is protected against viruses and malicious software. You must not use or expose the website to virus or malicious software contamination.
- You must not attempt to gain unauthorised access to the Services.
J) How we may use your personal information
K) Call recordings
- We record all telephone and video consultations for the purpose of clinical audit and quality assurance. Details of how we protect and use such recordings are set out in the detailed privacy notice (Privacy Notice) that you can access through our website at https://practiceplusprivate.com/privacy. If you have any further questions please contact us on 0333 015 1100 between 8am and 8pm, Monday to Sunday.
- All telephone calls to the Practice Plus Private service are voice recorded, however to meet the Payment Card Industry Data Security Standards, we stop recording when credit card details are provided over the telephone.
- You should not share recordings of your consultation on any social media platform
L) Our liability to you
This section is important as it outlines all the information you need to know about our liability to you.
- If we breach any of these Terms and you suffer loss or damage as a result, we are responsible for compensating you for that loss or damage if it was a foreseeable result of our breaching of these Terms.
- We are not responsible for compensating you for loss or damage that is not a foreseeable result of breaching these Terms. Nor will we be liable for indirect, incidental, special or consequential damages.
- We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising in connection with inability to use the Services.
- Other than healthcare provided by our Practitioners, our Services are provided on an ‘as is’ basis without a warranty of any kind being provided by us.
- If we provide digital content that is defective and damages a device or other digital content belonging to you, and we have not used our reasonable skill and care, we will compensate you or repair the device or content (at our election).
- This will be subject to you proving that such damage was caused as a result of using defective digital content provided as part of our Services and website.
- We will not be liable for any loss or damage resulting from defective digital content where you have failed to follow our usage instructions or advice in these Terms.
- We supply the Services for private personal use and we are not responsible for any losses you suffer arising out of the use of the Services which are business losses.
- We will not in any case exclude or limit in any way our liability to you where it would be unlawful to do so.
M) Billing and Payments
N) Non-attendance at a scheduled appointment time
- For remote consultations (video or telephone), we will call you within 10 minutes of the scheduled appointment time and we will try to contact you 3 times within a 10 minute period. If you are not contactable within this time period it will be at our discretion to amend the appointment and/or offer any full or part refunds.
- For a home-visit appointment, you will be provided with an estimated time of arrival (ETA). We understand that sometimes plans change at short notice, if you are not going to be available for your scheduled home visit please call us as soon as possible so that we can support you to reschedule your appointment. When we arrive at your address we always call first before knocking, so that you know who is at the door. If you don’t answer we will try again a number of times over a 15 minute period, so that you have plenty of opportunity to get to the door. If you are not contactable within this time period it will be at our discretion to amend the appointment and/or offer any full or part refunds.
- In the event that you do not attend a scheduled appointment, but still require the service, it is your responsibility to rebook your appointment.
Q) Refunds and cancellations
- If you need to reschedule or cancel your appointment, please email us on firstname.lastname@example.org or call us on 0333 015 1100. You are able to amend or cancel any appointment by giving us at least 24 hour notice. After this time it will be at our discretion to amend the appointment and/or offer any full or part refunds.
- If we are running more than 20 minutes late we will call you to notify you that we are running late, if it is over 30 minutes then we will give you the option to reschedule or offer you a refund if the appointment is no longer required.
P) Complaints policy
We aim to provide a caring, high quality service and are always pleased to receive your feedback, both positive and negative. However, we recognise that, despite our best efforts, we don’t always get it right. If the service you received today has not met your expectations then we would like to know why. All feedback we receive is taken seriously regardless of its nature.
We understand that it is not always easy to make a complaint, as such we will endeavour to address your concerns as quickly as possible. To aid us in this process, we ask that you make us aware of your concerns as soon as possible after the event has occurred. This allows us to better resolve any issues raised, and make any necessary rectifications should they be required.
How to make a complaint
Our complaints procedure is comprised of two stages and is designed to make sure that we work with you to resolve any complaints as quickly as possible. Details of these stages can be found below
Stage One – Management Response
You can make your complaint:
Practice Plus Private
Some complaints are easier to explain in writing, please give as much information as you can.
- We will contact you within one working day of receipt and together agree a plan for the investigation and resolution. We aim to conclude all investigations within 10 working days of receiving the complaint, however in some cases this may extend to 20 working days if the complaint is complex. If the complaint does exceed the 10 working days we will contact you to advise what additional time is needed and why.
- The response will tell you how the complaint was investigated, the evidence considered, the conclusions reached and any actions taken.
When we look at your complaint, we will aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if appropriate
- Make sure you receive an apology and identify what we can do improve the service
In some circumstances, it may be helpful for you to meet with a manager or a clinician to discuss your concerns. If this is the case, appropriate arrangements will be made for this to happen at a mutually convenient time, using a mutually agreeable form of communication.
Stage Two – Director’s Review
If you are unhappy with the response you receive from the Practice Plus Private Service Manager you can request a review by writing to the Practice Plus Group’s, New Services Director either at the address below, or by requesting a review by emailing email@example.com . Your concerns will be re-investigated by a manager who has not been involved in the original investigation. The investigation will also review how your complaint was handled during stage one of the complaints procedure. The outcome will then be reviewed by the New Services Director who will write to you with the final response.
New Services Director
Practice Plus Group
5-6 Napier Court
If you are still not satisfied.
If for any reason you feel you are unable to complain directly to us there are a number of other routes you can take. These are:
- To the CQC.
- Directly with the Parliamentary and Health Service Ombudsman (PHSO) at any time.
Complaining on behalf of somebody else
Please note that we take confidentiality very seriously, and as such adhere strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. As such, we will require their written permission, clearly documenting that they give consent for you to act as their representative for the course of the complaint. In situations where the complainant is unable to provide this please contact us and we will discuss any potential alternative arrangements. Only information relevant to the complaint will be disclosed. If the ‘complainant’ does not want any information from their health records to be disclosed, this might affect the extent to which we can investigate and respond to the complaint.
Q) Other important terms
Other provisions explaining how we may exercise our rights under these Terms
- We may transfer our rights and obligations to someone else. We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract you have with us.
- You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing.
- Nobody else has any rights under these Terms. No other person shall have any rights to enforce any of these Terms.
- If a court finds part of these Terms illegal, the rest will continue in force. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
- Even if we delay in enforcing these Terms, we can still enforce them later. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaching these Term, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
We would like to remind you that:
- We provide health and medical advice by remote (video/telephone) and home visit doctor consultations.
- Some conditions are not suitable for remote advice. We recommend that you check our FAQs prior to use of the Services which may help you in assessing their suitability in relation to your symptoms. Our FAQs can be found here at https://practiceplusprivate.com/FAQs We need certain information from you in order to provide services.
R) Privacy Information