Ü Health and Wellness – Terms and Conditions
1. Introduction
a) Ü Health and Wellness Ltd is a healthcare provider offering private general medical practice services, and lifestyle medicine services (‘Services’) to patients with parts of Kent, Surrey, Sussex and south London (‘Locality’) to enable them to get the care they need. To check if your post code is within our Locality, please enter your post code into our postcode checker on www.theuclinic.com (‘Website’). We cannot offer home visiting services to patients outside our Locality. Subject to our terms and conditions, a patient may access our Services (which are detailed on our Website) as follows:
i)On a pay per consultation (‘PPC’) basis or,
ii) as a member paying a monthly membership fee (‘Member’)
b) We do not provide an emergency service. If you have a medical emergency, call 999 or go straight to A&E. A medical emergency is an injury or illness that poses an immediate risk to a person’s life or long-term health and can include loss of consciousness, bleeding heavily, chest pains, breathing difficulties, severe burns or scalds, allergic reactions, a suspected stroke or seizure or a state of confusion or disorientation. This is not an exhaustive list of the conditions that may require emergency treatment and if you remain in doubt you should seek immediate further medical assistance.
c)Our Services are provided by licenced general practitioners registered with the General Medical Council (‘GMC’) and the Care Quality Commission (‘CQC’) and are appropriately licenced and insured to provide the Service.
d) Please read all aspects of these terms and conditions carefully. By using our Services, you are confirming that you live within the Locality, have read our terms and conditions, understood them, accepted them and agree to them.
e) If a child under 18 years of age wishes to use our Services, the parent or guardian must act on the child’s behalf and should read our terms and conditions, understand them and agree them on behalf of that child.
2. Patients using our Services on a pay per consultation basis (‘PPC’)
a) You can access our PPC Service by calling us on 07539 035999, or by contacting us at info@theuclinic.com. If we are able to provide the Services to you, we will contact you. We will confirm your appointment details by email . We will require payment at least 24 hours in advance of the appointment.
b) Appointments can be conducted by telephone, email, on-line via a video link, or at your home or place of work in the Locality.
c) Included in the Services that we provide to PPC patients are private prescriptions for any treatments prescribed during an appointment. We do not directly supply any medication. It does not include any subsequent repeat prescriptions for ongoing treatment.
d) Our Services do not include the cost of private laboratory tests, annual health checks, immunisations, blood tests, swabs, urine samples, referral letters or discussions with other healthcare providers involved in providing any care or treatment for ongoing medical conditions you may have or medical examinations for insurance purposes.
e) We are unable to offer our services to any PPC patient who is under 18 years of age unless represented by a parent or guardian.
3. Patients accessing our Services as a Member.
a) A Member is able to access our Services between the hours of 8am and 6pm from Monday to Friday (excluding bank holidays) using the dedicated telephone number and email address provided to them at the time of registration. Appointments may be conducted by telephone, email or on-line via a video link, or at their home or place of work in the Locality
b) We will arrange an appointment as soon as possible, but we cannot guarantee to offer an appointment within a particular time frame or that a specific doctor will be available at any particular time.
c) Included in the Services that we provide to Members, are private (including repeat) prescriptions for any treatment prescribed during an appointment, referral letters and discussions with others involved in their ongoing medical care. Adult Members are entitled to one annual health check per membership year.
d) Our Services to a Member do not include the cost of private laboratory tests, annual health checks for children under the age of 18 years, immunisations, blood tests, swabs, urine samples or medical examinations for insurance purposes.
e) Members shall have unrestricted access to our Services subject to fair usage in accordance with clause 4(d). If the use of our Services by a Member (in our reasonable opinion) exceeds our fair usage provision, we reserve the right to increase that Member’s membership fee to reflect their usage or in extreme circumstances, terminate their membership.
f) We are unable to offer services to a Member who is a child under the age of 18 unless the parent or guardian of that child is registered as a Member. If the Membership of the child’s parent or guardian terminates, the membership of the child will automatically terminate. We reserve the right to require a parent or guardian be present at the appointment of the child Member.
g) We reserve the right to refuse any application submitted to us for membership and/or terminate Membership, in accordance with clause 6 below.
4. Members Fees and PPC Payments
a) Details of our membership fees and packages are set out on our Website under services and fees. A Member will only be able to access our Services, once we have received the patient information set out in clause 7 and a completed direct debit form which will be sent to you.
b) Additional fees will be incurred for any Services excluded with the scope of your appointment or membership, eg laboratory testing as used by you. Additional fees will be incurred for any Services in any month in excess of the fair usage provision set out in clause 4(d) below. These additional fees will be invoiced to Members in arrears on a monthly basis using the contact details provided on the membership application form.
c) PPC patients will be required to make payment at the time of booking if the appointment is within 24 hours or if not, at least 24 hours in advance of the appointment and provide the patient information set out in clause 7 below.
d) Fair usage is where it is deemed in our reasonable opinion the use of our services in any month is excessive. In this case a team member will discuss this usage with you, and following this discussion we reserve the right to amend your membership fee structure to better reflect your usage of the services. In extreme circumstance we reserve the right to terminate your membership.
5. Cancelling or changing an appointment.
a) A minimum of 24 hours’ notice is required to cancel or change an appointment.
b) In the event insufficient notice is given, a PPC patient will be charged the entire consultation fee.
c) If an appointment is booked by a PPC patient within a 24 hour period which is cancelled, the PPC patient will be charged the entire consultation fee, but we may at our discretion, but are not obliged to, re-arrange the appointment for another time without payment of another fee.
d) We reserve the right to reschedule or cancel appointments due to unforeseen circumstances. If we cancel the appoint of a PPC patient, we will reimburse the consultation fee upon request.
6. Termination of Membership
a) We can terminate your membership at any time with immediate effect if:
i) You fail to pay the monthly membership fee and it remains due and owing seven days or more after the due date;
ii)In our absolute discretion we determine that our Services are no longer of benefit to the Member. Such circumstances may include but not be limited to a Member being diagnosed with a chronic or life threatening illness which could be treated more effectively within the NHS.
iii)A Member exceeds our fair use provision set out in clause 4(d) or
iv) A Member or a Member’s parent or guardian is in breach of our behaviour policy set out in clause 9.
b) A Member can terminate membership:
i) within 14 days from the commencement of their membership and in those circumstances, providing they have not used our Services, we will refund the membership fee in full. If a Member has used our Services within the 14 day period, we will refund such part of the membership fee (if any) which may be due after deduction of the cost of the Services provided to them which shall be calculated on a PPC basis.
ii) upon giving 30 days’ written notice at any time after 15 days from the commencement of the membership.
c) Any monies due to us whether as non-payment of the monthly membership or arising from an outstanding invoice and which remains outstanding for more than seven days, shall incur interest at the rate of 4% per cent per annum above Barclay’s Bank PLC’s base rate as amended from time to time. Such interest shall accrue on a daily basis, from the due date until actual payment of the overdue amount. In addition, if a Member fails to make any payment due to us under these terms and conditions by the due date, we shall reserve the right to suspend provision of the Services to them until full payment of the overdue amount is received.
d) A Member shall pay all amounts due under these terms and conditions in full without any set-off, counterclaim, deduction or withholding (except for any deduction or withholding required law). We may at any time, without limiting our other rights or remedies, set off any amount owing to us, by a Member, against any amount payable by us to that Member.
7. Patient Information
a) We are only able to provide our Services to either a PPC patient or Member, if, prior to accessing our Services we receive:-
i) a completed registration form;
ii) a completed health questionnaire;
iii) a form of consent to access their medical information and records;
iv) photographic ID in the form of either a valid passport or driving licence.
v) for a patient who is a child under the age of 18 years, we will require all the documents listed in clause 7(a)( i)-(iv) above for the parent or guardian of the child and the documents listed in clause 7(a)(i)-(iii) for the child together with either a copy of the child’s valid passport or birth certificate.
b) Members are required to immediately notify us of any changes to their contact details or any changes to their health.
8. Privacy and Confidentiality
a) We are registered with the Information Commissioner’s Office and adhere to the requirements of all applicable data protection legislation, including the Data Protection Act 2018 and the General Data Protection Regulations ((EU) 2016/679). Please refer to our privacy notice on our website.
b) By using our Services, you consent on your own behalf or on behalf of a child Member to the processing of personal data to enable us to carry out work on your or their behalf. We will not disclose personal data to any third party without express consent, unless in a medical emergency where it may be deemed in your or a child Member’s best interest. In such cases, we stringently adhere to published General Medical Council guidance on the use of personal data.
c) All clinical records are fully encrypted and stored on secure servers conforming to industry standards. For further information, please see the privacy policy provided in our membership application pack, on our Website or as otherwise provided to you.
d) We may provide copies of invoices for the Services and any additional services to the nominated email or postal address provided in the registration form. Please note, our invoices contain a breakdown of the treatment given and therefore may contain personal information. By providing us with the contact details, you are consenting on your behalf and/or on behalf of a child Member to us sending information in respect of the Services to you. If at any time you would like us to change how we communicate with you in respect of the Services, please contact us by us by calling 07539 035999 or by emailing us at info@theuclinic.com.
9. Behaviour
a) We will always seek to act with fairness, honestly, integrity and mutual respect in all our communications both oral or in writing and expect our PPC patients and Members or their parent or guardian or any other person accompanying them to an appointment to act in the same manner. We operate a zero-tolerance approach to offensive behaviour towards our doctors and staff which includes but is not limited to, any threats of violence, homophobic, transphobic, racist or sexist comments or comments relating to disability, religion or beliefs. Any offensive behaviour may result in a PPC patient or Member being refused Services or their Membership cancelled.
10. Assignment
a) This contract for our Services is personal to Ü Health and Wellness Ltd and you, as a Member (or on behalf of a child Member) or PCC patient, and therefore no rights can be assigned to a third party.
11. Variation
a) We reserve the right to vary any of these terms and conditions from time to time. If we make changes to our terms and conditions whilst you are a Member, we will notify you. Each time you book an appointment with us it will be in accordance with our terms and conditions in force at that time, so please check our terms and conditions before each booking.
12. Governing Law
a) Any dispute arising from these terms and conditions shall be subject to English law and we, and you as a Member or PPC patient, agree to submit to the exclusive jurisdiction of the courts of England and Wales.