TERMS AND CONDITIONS

1. INFORMATION ABOUT US

1.1 Dr Daniel Gordon Health & Wellbeing Limited (Company number 13908169) is a company providing private General Practice services. The term “Doctor” means and includes Dr Daniel Gordon Health & Wellbeing Limited, Dr Daniel Gordon and any doctor employed or engaged by Dr Daniel Gordon Health & Wellbeing Limited.

1.2 The terms “we” “us” and “our” mean and include Dr Daniel Gordon Health & Wellbeing Limited Dr Daniel Gordon and each Doctor and any other person employed or engaged by Dr Daniel Gordon Health & Wellbeing Limited.

1.3 All of our Doctors are registered with the General Medical Council and are on the appropriate specialist register for the services they provide. All are subject to annual appraisal and adhere to the process of continuing medical education and revalidation as set out by the General Medical Council.

1.4 All of the Doctors that provide our services are responsible for compliance with all relevant regulatory and local requirements relating to medical liability and professional indemnity insurance and have medical indemnity insurance arrangements in place with approved UK medical defence organisations.

1.5 We are committed to safe and ethical prescribing and medicines management as outlined in ‘good practice in prescribing and managing medicines and devices’ (GMC, April 2021). This includes the following commitments;

1.5.1 a doctor should only prescribe medicine or treatment, including repeat prescriptions, when they have adequate knowledge of the patient’s health and are satisfied that the medicine or treatment serves the patient's needs.

1.5.2 a doctor should only prescribe medicine or treatment that is considered effective based on the best available evidence.

1.5.3 a doctor should check that the care or treatment they provide to the patient is compatible with any other treatments the patient is receiving, including where possible self-prescribed or over-the-counter medications.

1.5.4 there is no guarantee that a doctor will prescribe any medication at all, and specific treatments or therapy are not guaranteed. A doctor will operate in a professional manner and in accordance with relevant regulations, laws, codes of practice and established medical ethics requirements. A doctor is within his/her rights to refuse to prescribe if he/she cannot satisfy him/herself that these conditions are met.

1.6 The healthcare services we provide are not intended to replace your usual NHS GP service but should be considered as an accessible and convenient service in addition to existing care and treatment. The services we provide are provided subject to these terms and conditions.

2. OUR SERVICES

2.1 We will provide private general practice services (“Services”) in accordance with these Terms and Conditions. The Services may include face to face clinic, telephone, email and video consultations and home visits. We will supply urgent courses of medicines and prescriptions where required, liaise closely with other health care workers and services, and provide referrals as necessary.

2.2 We provide our Services during our normal business hours which may vary. Please see the homepage on our website for current business hours. We provide urgent same day and pre-bookable appointments with a Doctor, Monday to Friday. Out of hours Services are provided by prior agreement only. Patients should access our Services via the dedicated telephone number and email address provided to you at the time of registration.

3. REGISTRATION AND IDENTIFICATION VERIFICATION

3.1 Before we provide any Services you will need to provide a photographic form of identification (passport or driving licence) and proof of your residential address (bank statement or utility bill). When registering a child under 16, you will need to provide evidence of parental responsibility in the form of the child’s birth certificate or adoption or guardianship order.

3.2 As part of registration, you are asked to complete a comprehensive registration questionnaire. This includes key demographic information which allows us to provide healthcare services for you. It also includes questions about your current health, past medical history, current medication and history of medication allergy or intolerance. Collecting this information at registration helps to optimise safety by allowing a Doctor to review your current health and prepare your medical record for your first appointment. You therefore warrant and undertake to complete the registration questionnaire openly and honestly, revealing and disclosing all relevant information truthfully and to the best of your knowledge. You further warrant that you will not complete the consultation questionnaire on behalf of another person unless you are the parent or guardian of a child patient or that other person has authorised and given their full consent for you to do so and given you full information to enable you to complete the questionnaire.

4. APPOINTMENTS

4.1 You can book an appointment with us via our dedicated telephone number, email address and online booking platform. You are encouraged to give us as much advance notice as possible for same day appointments.

4.2 We will confirm our acceptance of your appointment request by sending you an e-mail that confirms the appointment details. It is your responsibility to ensure that the patient details provided for the appointment are accurate and up-to-date.

4.3 We do not guarantee the availability of any particular Doctor at any particular time. We will do what we can to arrange a consultation with a Doctor as soon as reasonably practicable but do not guarantee to offer consultations within a particular time frame. Clinic appointments are limited to the time slot selected at the time of booking the appointment.

4.4 For home visit Services, we are unable to provide a chaperone service for any examinations, and as such we reserve the right to decline assessments that may be perceived to place our medical staff at risk. We do not therefore offer intimate examinations as part of our home visit Services, although we may be able to advise on further appropriate management.

4.5 If you are under the age of 18, then we may require you to be accompanied by a parent or guardian at the time of the appointment.

4.6 You are requested to book a consultation length which best reflects your requirements. Further information is available on the fees page on our website. If you are unsure which appointment type to book, please discuss with reception prior to confirming an appointment. We reserve the right to adjust the consultation fee to adequately reflect the time taken with a Doctor.

5. FEES AND PAYMENT

5.1 Full details of our fees structure are available via the fees page on our website.

5.2 If you fail to make any payment due to us by the due date for payment, then we may require you to pay interest on the overdue amount at the rate of 4% per cent per annum above Barclay’s Bank PLC’s base rate from time to time. Such interest shall accrue on a daily basis from the due date until actual payment of the overdue amount, whether before or after judgment. You shall pay the interest together with the overdue amount.

5.3 You shall pay all amounts due 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 you against any amount payable by us to you.

5.4 We may require payment in advance of providing Services. When advance payment is requested, we are under no obligation to provide any Services until payment is received.

5.5 We may not accept private medical insurance or other health coverage as payment. as our Services may not be covered under any health benefit plan or insurance coverage plan. You will be responsible for all fees incurred through your use of our Services and any laboratory investigations or tests organised through us.

5.6 Invoices will be sent to each patient following the delivery of any of our Services. Invoices must be settled within 14 days of receipt.

6. YOUR OBLIGATIONS

6.1 We can only provide the Services if you provide us with the information we need in order to help you. Any information you give to us or to a Doctor, must be accurate and in English.

6.2 You agree that you shall:

6.2.1 follow any instructions you are given by a Doctor;

6.2.2 follow any instructions regarding the use of any medicines or healthcare products we recommend or prescribe (including in respect of use-by dates);

6.2.3 report any adverse or unexpected effects of treatments we recommend to us;

6.2.4 tell us if any of our information about you is or becomes inaccurate or incomplete; and

6.2.5 notify us promptly in writing or by email of any change of your contact details.

7. PRIVACY

7.1 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 Regulation (UK GDPR, 2018).

7.2 By using our Services, you agree to the processing of personal data to enable us to carry out work on your behalf. We will not disclose personal data to any third party without your express consent, unless in a medical emergency where it may be deemed in your best interest. In such cases, we adhere to published General Medical Council guidance on the use of personal data.

7.3 All clinical records are fully encrypted and stored on secure servers conforming to industry standards. For further information, please see the privacy policy on our website.

8. MEDICATIONS DISPENSED

8.1 Any prescriptions not dispensed directly by us will have to be taken to the pharmacy of your choice and dispensed on a private fee-paying basis independent of NHS prescription cost. You understand that the cost of an externally dispensed private prescription is not influenced in any way by us or our Services and the cost of the medicine is a matter for the fulfilling pharmacy.

8.2 We may dispense medications directly to you within and/or outside of consultations. Prices charged by us for medications dispensed may not necessarily be the cheapest and you are therefore encouraged to research alternative dispensers prior to us dispensing.

8.3 Specific categories of medicine may pose particular risks of harm or may be associated with overuse, misuse or addiction. A Doctor requires relevant current and historical information from a patient’s medical records before prescribing these medications and is within his/her rights to refuse to prescribe these medications if they cannot satisfy themselves that these conditions are met.

8.4 Our Service is not a prescription fulfilment service. Only after a consultation booked in accordance with clause 4 will a medication be prescribed by mutual agreement being reached between you and the Doctor under circumstances that are appropriate, legal and responsible. The final issuing of a prescription is at the sole discretion of the Doctor.

8.5 You understand, accept and agree that any prescription given to you is solely for personal use. If you lose a prescription, a copy may be reissued by the Doctor and may be subject to an additional cost. You accept that the Doctor has the right to refuse to issue a copy of the prescription should it be deemed inappropriate. You must keep any medicines securely and do not allow others (especially children) to use them.

9. NHS GP

9.1 You understand that no third party (including your NHS GP) is under any obligation to action any instruction or recommendation provided by a Doctor.

10. FURTHER INVESTIGATIONS

10.1 In order to formulate a diagnosis and treatment plan it may be necessary for a Doctor to advise further investigations and/or tests for which you will have to pay an additional charge. Payment for imaging such as x-rays and ultrasound and certain other investigations and tests will be paid to the private provider who performs the imaging other investigations or tests. Once the investigation is performed it is solely your responsibility to follow up the result with a Doctor at a mutually convenient time using an appropriate and secure form of communication. This in most cases will be either face-to-face during a follow-up appointment or over the phone.

10.2 You are not obliged to pay for any further investigation or test. However, if you do not have a further investigation or test that is advised by a Doctor, you agree to hold us completely free of liability under every circumstance arising from the initial consultation.

10.3 If a further investigation or test is advised by a Doctor but you are unable to or do not wish to pay, you are advised to see your NHS GP for consultation. You are aware that your NHS GP is under no obligation to fulfil any investigation advised by a Doctor.

11. HOME VISITS

11.1 Home visits are provided within the defined area (7 kilometres from Golders Green station). Requests for home visits out of this area will be considered. However, these must be arranged in advance and by prior agreement. Additional charges for out of area visits will be discussed at the time of booking.

11.2 Home visits are not always the most appropriate setting in which to assess and treat medical issues. In addition, home visits place an additional demand on a Doctor due to considerations such as travel time. For this reason, all home visits are subject to availability and prior triage.

12. REMOTE CONSULTATIONS - VIDEO AND TELEPHONE

12.1 Remote consultations are provided for registered patients only, are 20 minutes duration, and must be booked in advance. New patients may be registered during a video consultation. However this requires prior agreement. Not all issues can be managed safely using remote consultations. Treatment is therefore not guaranteed. When booking a remote consultation, you accept that a further face to face consultation may be recommended by a Doctor.

13. OUT OF HOURS

13.1 The provision of out of hours Services (i.e. outside of our normal business hours – which are listed on the homepage of our website) places additional administrative and regulatory obligations on a Doctor. A supplemental fee is therefore added to all appointments occurring out of hours. Further information, including the current out-of-hours supplement fee can be found on the fees page. When booking or requesting an out–of-hours appointment you agree to pay the supplemental fee as stipulated.

13.2 Availability for out-of-hours appointments is subject to availability and a Doctor’s other personal obligations. Appointments are therefore not guaranteed. If an appointment cannot be provided, you are advised to immediately contact an alternative provider or use the NHS. Further information is available here.

https://www.nhs.uk/nhs-services/urgent-and-emergency-care-services/nhs-out-of-hours-services

14. CHAPERONES

14.1 If an appointment requires an intimate or personal examination and a chaperone is required, the examination may need to be postponed to a later date and time so that a second member of staff to be arranged to attend and act as chaperone. Additional charges may apply.

14.2 The chaperone may be required to sign the patient’s medical notes after the appointment. If no chaperone can be arranged then the Doctor may decide not to proceed with any intimate or personal examinations and no refund will be applicable.

15. FURTHER TREATMENT

15.1 You understand that a Doctor may refer you to a specialist directly on a private fee-paying basis and if you have private health care insurance this may be covered under your policy. You are responsible for checking with your private insurance provider whether the cost of further referral and investigation is covered under your policy. If you do not have private insurance you can still be referred to a specialist on a private self-pay basis only. You will be solely responsible for arranging your private appointment with any specialist for further treatment.

15.2 You are not obliged to pay or use health insurance but you understand and accept that in the event that a specialist referral is advised and you do not want to seek private further care, you agree to hold us and the Doctor completely free of any liability under every circumstance relating to your initial consultation.

15.3 In the circumstance that onward referral is advised by ta Doctor but you are unable to or do not wish to pay, you are advised to see your NHS GP for consultation. You are aware that your NHS GP is under no obligation whatsoever to fulfil any referral or any element of a treatment advised by a Doctor you have seen using our Services.

15.4 In some circumstances a Doctor will advise the follow-up with themselves to monitor response to treatment or convey the results of investigation. You understand that you are not obliged to have this follow-up. However by not doing so, you hold us and the Doctor completely free of liability for any circumstance arising from the initial consultation.

16. CANCELLATION AND LATENESS

16.1 You understand and accept that if you are more than 10 minutes late to an appointment you will lose your appointment time and forfeit the cost of the consultation. Furthermore, you understand and accept that if you are late for an appointment by a period of less than 10 minutes, the Doctor is not obliged to see you and you may still lose your consultation fee. If the Doctor can still accommodate your appointment, it will be at a time determined by the Doctor at his or her discretion and should this not be acceptable, you will lose the consultation fee.

16.2 You hold us and the Doctor completely free of liability under every circumstance relating to your reason for initial consultation in the event that you are late and your appointment is cancelled.

16.3 You may cancel an appointment at no charge, up to 24 hours before the agreed appointment time. Appointments that are cancelled with less than 24 hours’ notice, will be charged at 100% of the appointment fee. Cancellations made with less than 24 hours’ notice may not occur a cancellation fee if;

16.3.1 the appointment is rescheduled to a date/time within 7 calendar days of the original appointment, and

16.3.2 the cancellation is the first cancellation for that appointment booking.

16.4 You will not be liable for any charges or fees for an appointment if we decline or cancel your appointment in advance for any reason.

16.5 You accept that due to the nature of general practice, we do not guarantee that an appointment will be kept at the exact time stipulated as the booked appointment. You understand that there can potentially be a prolonged wait time for your appointment and once 30 minutes time has elapsed since your allocated appointment time, you have the option of either rebooking or waiting with no refund or receiving a full refund without consultation.

17. COMMUNICATIONS

17.1 In order to provide our Services, we may use different communication channels including, but not limited to, telephone, email and WhatsApp for business. Whilst we endeavour to ensure our communication platforms are monitored in normal working hours, we do not guarantee that any communication sent to us via any channel will be seen, read or replied to within any specific time frame.

17.2 Out of hours, our communication channels may be checked intermittently and infrequently and subject to the availability of, and at the discretion of, appropriate available staff.

17.3 You shall not use any of our communication channels for urgent or emergency contact where a prompt response is required.

17.4 By using our Services, or by engaging with any contact or subscription links on our website, you consent to receiving electronic communications from us. These electronic communications may include information about healthcare services including fees and charges, promotional information and other information about using our Services or the website. Your personal information is not sent to any third parties.

18. WEBSITE

18.1 By accessing this website, accessible from http://www.drdanielgordon.com and http://www.doctordanielgordon.com you agree to be bound by these terms and conditions.

18.2 Although we make reasonable efforts to update the information on our website, we do not make any representations, warranties or guarantees whether express or implied, that the information is correct, current, or complete or that it does not contain technical inaccuracies or typographical errors. Where we are notified of inaccuracies or errors, we will take reasonable steps to make necessary corrections or amendments.

18.3 We do not warrant or guarantee that the functions contained in our website will be uninterrupted or error-free. Whilst we endeavour to ensure our website is safe to use, we do not warrant or guarantee that our website is free of viruses, malware or other harmful components

18.4 We have not reviewed all the sites linked to http://www.drdanielgordon.com and are not responsible for the contents of any such linked site. The presence of any link does not imply endorsement by us of the site. The use of any linked website is at the user’s own risk

19. PROVIDING A SAFE SERVICE

19.1 We aim to offer a healthcare service that is safe for patients to use and staff to provide. We are committed to providing high quality care and treatment for patients and safeguarding the welfare of patients and staff. In order to protect both staff and patients, we respectfully point out that the following inappropriate behaviour will not be tolerated:

19.1.1 swearing

19.1.2 threatening or abusive behaviour

19.1.3 intoxication

19.1.4 verbal or physical abuse

19.1.5 inappropriate advances to our staff.

19.2 We have a policy of zero tolerance towards such behaviour, particularly threatening or violent behaviour towards anyone associated with the healthcare service we provide.

19.3 We reserve the right to terminate an appointment and call for police assistance if deemed necessary if we have any concerns about the welfare of our staff or patients.

19.4 We also reserve the right to prohibit a patient from using our Services if they are involved in any of the behaviours outlined above, or any other concerning or abusive behaviour.

19.5 Our Doctors may refuse to provide appointments if they believe that there is the potential for misuse of Services, if they feel that their life may in any way be threatened or jeopardised, or as otherwise required by law or reasonable medical ethics concerns.

20. LIMITATION OF LIABILITY

20.1 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.

20.2 We are not responsible for compensating you for loss or damage that is not a foreseeable result of breaking these Terms and Conditions. Nor will we be liable under any circumstances for indirect, incidental, special or consequential damages or any business losses.

20.3 You accept that it is your responsibility to ensure that the patient details and medical history provided for your consultation are accurate and up to date. We and the Doctors shall not have any responsibility for incorrect medication prescribed, advice given or treatment provided due to inaccurate or incomplete information provided by you.

20.4 The contract for our Services is between you and us, and no-one else. Only you can enforce that agreement against us (although a parent or guardian may enforce their agreement on behalf of a person under 18 whom receives our Services).

20.5 We may novate or assign the benefit of the contract for our Services between you and us to any limited company or limited liability partnership through which Dr Daniel Gordon may practice. In the case of a novation, the limited company or limited liability partnership through which Dr Daniel Gordon may practice shall become responsible to you instead of Dr Daniel Gordon Health & Wellbeing Limited who will be released from personal liability to you.

21. OTHER LIMITS ON OUR SERVICES

21.1 Doctors 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 Doctors give different opinions in the course of providing any Services does not necessarily indicate that our Services are defective.

21.2 Any laboratory test is sent to an external laboratory. The external laboratories are separate entities from us and to the extent permitted by law we disclaim any liability for any acts or omissions of these external laboratories.

22. FEEDBACK AND COMPLAINTS

22.1 You can always give us feedback on our Services by calling or emailing us via the details provided on our Site.

22.2 If you wish to make a complaint, you may do so by emailing us at reception@drdanielgordon.com. We request that all complaints are made in writing and as soon as possible after the event, and in any case within 12 months of the event, so that we may establish what occurred in a timely manner.

22.3 We will allocate an appropriate member of our team to deal with the issue raised in your complaint. The member of our team allocated to your complaint will investigate every aspect of the complaint and discuss it with all those concerned or involved. We will handle your complaint in an appropriate way, as required to do so by the professional rules that apply to us.

22.4 If any disagreement between you and us arises in connection with these Terms and Conditions, we will attempt to resolve it by discussing it with you.

22.5 We endeavour to resolve all complaints quickly. We will acknowledge your complaint within three (3) working days and will aim to have it fully investigated within twenty (20) working days from the date we receive it. We will write to you to let you know of any delays to this timescale.

22.6 Upon completing our investigation, you will receive a letter setting out the outcome of our investigation into the complaint. We will ensure that we take any action necessary and reasonable to ensure that problem is not repeated.

22.7 If you are not satisfied with the outcome of our investigation, you may request that we escalate the complaint to 999 Medical Centre and its internal complaints procedure.

22.8 If there is a disagreement about these Terms and Conditions or a complaint about our Services that remains unresolved either of us can refer the dispute to mediation in accordance with ISCAS (Independent Sector Complaints Adjudication Service).

23. OTHER IMPORTANT TERMS

23.1 Each of the clauses of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them is unlawful, the remaining clauses will remain in full force and effect.

23.2 We may change these Terms and Conditions from time to time. Please see the end of these Terms and Conditions for the date when these Terms and Conditions were last updated. Every time you book an Appointment through us or receive any treatment from us, the Conditions in force at the time will apply to the contract between us.

23.3 These Terms and Conditions are governed by English law and you can bring legal proceedings in respect of our Services in the English courts. Disputes shall be subject to the exclusive jurisdiction of the English courts.

UPDATED: 18 March 2022