+44 (0)1962 920 369 info@ourprivatedoctor.co.uk

Terms and Conditions

References used in this document:

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  • OurPrivateDoctor.co.uk is the domain name of the website used by Dr Aarti Narayan-Denning, a GMC registered doctor on the GP register. This website provides information about independent healthcare clinical services offered, including but not limited to the areas of integrated health, weight management, hormone and nutritional balance and wellbeing.
  • “We”, “our”, “us” refer to the appointed representative of the clinic, or appropriate team member, currently Dr Aarti Narayan-Denning
  • “Practice” refers to the private clinical (independent healthcare) service.
  • “Privacy lead” refers to the designated person in the practice for privacy and confidentiality, currently Dr Aarti Narayan-Denning
  • “Clinic” address is the practice location, which is currently St Lawrence House, 2 Barnes Close Winchester SO23 9QX
  • “Website” refers to OurPrivateDoctor.co.uk. The website is the online presence of the practice. Our website address is: https://ourprivatedoctor.co.uk.
  • “Database” refers to information held in any form, paper or digital.
  • “Writing” or “written” as used in these terms includes emails. Information shared via email is considered equivalent to written information.
  • “Appointment” refers to any planned and pre-arranged contact that you may have with the practice. It includes and is not limited to face-to-face, in-clinic, video or virtual consultation, email reviews and online.

About these terms

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  • What these terms cover: These terms and conditions are the basis upon which the practice supplies services to you. You will be a private patient of the practice and may use the website to be informed about these services. This information will also be available in the patient guide on the website.
  • Why you should familiarise yourself with these terms: Please read and understand these before using our services. They explain who we are, how we provide our services, what rights and responsibilities we have to each other, what to do if there is a concern or problem, and other important information. We are happy to discuss any questions you may have about these and will endeavour to clarify them to your satisfaction.
  • Underage patients: A person under the age of 18 is a minor and may use the services only if the minor’s parent or guardian makes the appointment booking. Also, the parent or guardian is required to be present during the appointment. An exception is possible if the minor is aged 16 to 18. In this case, they can attend the appointment with or without the parent/ guardian present. However, the appointment booking must be made by their parent or guardian.
  • Appropriate purpose of use of our services: You must not use our services for inappropriate purposes. These include but are not limited to obtaining prescriptions that are not clinically appropriate.
  • In case you have concerns: If you have any concerns about the information you were given or if your condition changes following an appointment with our doctor, you must seek further medical advice from us, or from another healthcare professional. If you have unexpected effects or adverse effects of any treatment carried out by, or product recommended by our doctor, you must seek immediate medical assistance.
  • Website content does not replace doctor’s advice: You acknowledge that any information on our website, including but limited to hormone replacement therapy and weight reduction injections, is for general educational and informational purposes only. It is not intended to replace advice given to you by a doctor.

Keeping in contact

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How to contact us: 
By post – Dr Aarti Narayan-Denning, St Lawrence House, 2 Barnes Close, Winchester SO23 9QX.
By phone: 01962 920 369
By email: info@OurPrivateDoctor.co.uk.

How we contact you: If necessary, we will contact you by phone, email or postal address that you have provided to us.

Our Services

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  • Services we provide: We offer consultations for a variety of services. Our services are listed on our website. If you require a service that is not included on the website, please contact us to find out if we can offer it.
  • Services are provided by doctors possessing the required qualifications and registration. The doctor will evaluate your requirements. They will consider your medical history, relevant national guidelines, and your particular needs. Treatment can be recommended and provided for many conditions wherein the doctor is competent to assist in evaluating your treatment needs.
  • Where required, and with your instruction, we can liaise with other healthcare professionals regarding your treatment and requirements. To ensure continuity of care, we feel it is vital to keep your healthcare team informed. For some prescriptions such as for weight loss injections, your NHS GP must be informed, otherwise it is not possible to issue.
  • Additional information about our services – including clinic timings, treatment summaries, appointment duration and how to request repeat prescriptions – is available on the website or in the patient guide.
  • Making an appointment is by requesting via email or calling on the phone. Appointments are subject to availability and at our sole discretion.
  • Information we need from you in order to provide you the service: Certain personal details are required from you in order to confirm your appointment. This process is detailed in the Privacy Policy. During the appointment, or at pre-consultation if applicable, you will be asked to provide details of your medical history, medications both current and previous, and referral letter where applicable. For us to provide service to you safely, you must disclose your medical history fully and accurately to the doctor. You will need to complete a registration document and a detailed questionnaire on your medical history. Your doctor needs this information to understand the underlying causes of your symptoms and condition, from a medical perspective. For long-standing or complex symptoms in particular, this information is vital to give you an informed treatment plan.
  • What if you do not provide the required information? If so, we may not be able to treat you. If the information was inaccurate or misleading, it could cause you to have a poor outcome of treatment. To correct the outcome, extra work may be required. In such a situation, we may make additional charges to compensate us for the work. If the information you gave us was inaccurate and thereby the service provision was delayed or not provided in full, it will not be our responsibility.
  • A new patient: When you make an appointment for any of our services as a new patient, you are making an offer to buy our services. Your offer will only be accepted by us and a contract formed when we have confirmed your appointment in writing, and you have paid the full consultation fee upfront to secure your appointment. If we are unable to accept your appointment, we will inform you of this and not charge you for any services.
  • An existing patient: When you make an appointment for our services as an existing patient, the contract you entered into when accepted as a new patient will continue to apply and we will charge you for the consultation fee. If you are an existing patient as at the time these terms and conditions take effect, we will ask you to enter into a contract with us as if you were a new patient so that both you and we are clear about the terms on which our services are provided.
  • Issuing prescriptions: You understand and accept that there is no guarantee that the doctor will issue you with a prescription. This includes hormone and weight loss prescriptions. The time taken to dispense prescriptions can vary. You understand and accept that private prescriptions are fulfilled at a charge and time unique to the fulfilling pharmacy, which is not under our control or the prescribing doctor’s control. It is your choice as to whether you have any prescription fulfilled and at what cost.
  • We are not responsible for delays outside our control. If our performance of the services is affected by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event. If there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any services you have paid for but not received.

Reasons for suspension of certain services:

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Sometimes, due to changes in regulation, we may have to make changes to, or stop providing, certain services either temporarily or permanently. This may mean that the service as requested by you or as notified by us to you may no longer be available, and this would affect your appointments. An example is when a number of services had to be suspended due to the coronavirus pandemic, and many adjustments and appointment duration changes had to be made on return to practice. We will contact you in advance to tell you we will be suspending the services, unless the problem is urgent or an emergency. You may contact us to end the contract if we suspend the services which means an appointment is delayed by more than four weeks.

Referrals and/or signposting:

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Where appropriate, and when your condition or symptoms would be better managed by a specialist, we may refer you to a specialist medical practitioner or consultant who is external to the practice. It is your choice whether to accept this referral or not. 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.

Our charges and payment terms

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Charges

  • Cost of services: Prices for consultation with the doctor are provided on the website, unless otherwise agreed in writing. Website pricelists are subject to change. We will endeavour to update the website promptly but will also confirm to you the prices at the time of your booking before we accept your appointment. In the case of prescriptions dispensed from pharmacies (such as hormone creams), you will need to pay the pharmacy directly for your medication.
  • Costs on a time spent basis: You may incur additional costs for email correspondence with your doctor, requested medical reports or other reports or correspondence; telephone calls conducted by the doctor on a time spent basis and laboratory fees. Where possible, we will notify you of these costs prior to providing you with our services but. In case we are unable to confirm these costs in advance, the prices will be as set out in the Pricing guide on our website. This will be documented and kept on our internal records. You will be charged for these costs in addition to the cost of treatment.
  • VAT: Medical appointments are exempt from VAT but where VAT is applicable to any of our services, our prices always include VAT at the applicable rate.

Payment

  • A new patient: Payment will be taken at the time of making your appointment, either online or by following up your appointment booking with a telephone call.
  • An existing patient: We request that all invoices are paid immediately after your consultation has taken place. Alternatively, we may agree to issue an invoice for our services within 5 working days of the date of your appointment. Invoices must be paid within 30 days of the date of the invoice.
  • Laboratory testing: The clinic has agreements in place with various laboratories. Some of the test requested may not be routinely available as part of the formulary in the NHS. Costs and information relating to all tests, for you to decide whether you wish to progress with the respective test that may be appropriate for your needs.
  • Late payment: We can charge interest if you make any payment late. If you do not make any payment to us by the due date, we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
  • What to do if you think an invoice is wrong: If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on properly due sums from the original due date.

Service Fees and Cancellations

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Cancellation of appointment

  • if cancelled within 48 hours, 50% of the consultation fee will be charged. If cancelled within 24 hours, 100% of the consultation fee will be charged. Missed appointments will also be charged at 100% the consultation fee. Repeated missed appointments will require consultation fee being paid upfront.

Fees for services

  • Doctor’s Fees also apply to telephone conversations/ video consultations; Skype or Facetime calls, e-mails or indeed any other form of medical contact.

  • Charges for letters or reports are time-based and depend on complexity.

  • All fees are payable immediately after the consultation by cash, cheque or credit card. (All credit cards accepted apart from American Express).

  • We will endeavour to charge the full amount immediately after a consultation. In some cases, as with product delivery and lab fees, this is not always possible and you may be sent a further invoice.

Changes to the services

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  • Your right to make changes: If you wish to make a change to the services, for example to change the date of your appointment, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the services, their timing or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
  • Our right to make changes: We may change the services in accordance with relevant laws, changing regulatory requirements, or due to business need. In addition, we may make changes to these terms or the services, but if we do so we will notify you and you may then contact us to end the contract.

Your rights to end the contract

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  • You can always end the contract before the services have been supplied and paid for. You may contact us at any time to end the contract for the services, including by cancelling an appointment, but in some circumstances, we may charge you certain sums for doing so, as described below.
  • You may cancel an appointment at any time on giving 48 hours’ notice. You may cancel any appointment at any time by notifying us in writing. You will not be charged if you cancel an appointment up to 48 hours before the scheduled start time of the relevant appointment.
  • You will be charged if you cancel an appointment on less than 48 hours’ notice. If you cancel an appointment within 48 hours of the scheduled start time of the relevant appointment, you will be required to pay for the cost of the appointment. You accept that we are not responsible and will accept no liability for any costs, expenses or losses that you suffer as a result of your failure to properly cancel any appointment with 48 or more hours’ notice.

You may also cancel the contract for the following reasons:

  • if the services are faulty or not as described
  • we have told you about an upcoming change to the services or these terms which you do not agree to
  • we have told you about an error in the price or description of the services and you do not wish to proceed
  • there is a risk that supply of the services may be significantly delayed because of events outside our control
  • you have a legal right to end the contract because of something we have done wrong

In the above circumstances, you may cancel the contract for services and no fees will be payable. Where possible we will offer to arrange a new appointment for you as soon as possible or another appropriate remedy. If this is not acceptable to you, we will refund any sums you have paid in advance for services which will not be provided and, in some circumstances, you may also be entitled to compensation.

Our right to terminate the contract

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We may end the contract between us, terminating your right to use the services, if:

  • you do not, within a reasonable time of being requested, provide us with information that is necessary for us to provide the services
  • you do not make any payment to us when it is due and you still do not make payment within 30 days of us reminding you that payment is due
  • you seriously (as reasonably determined by us) or repeatedly breach any of these terms

We may withdraw the services. We may write to you to let you know that we are going to stop providing the services. We will try to let you know in advance of our stopping the supply of the services.

If there is a problem with the services

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If you have any questions or complaints about the services, please contact us initially. Our complaints policy is simple: we take patient feedback seriously and will take all reasonable steps to resolve your queries or concerns to your satisfaction. Being a small organisation with minimal hierarchy, we also offer you the option of contacting our regulators and professional bodies (Independent Doctors Federation, CQC) if you are not satisfied with the outcome of our complaints process.

Your legal rights: Nothing in these terms will affect your legal rights. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk.

Our responsibility for loss or damage suffered by you

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  • We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
  • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.

Other important terms

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  • We may transfer this agreement 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 may only transfer your rights or obligations under these terms with our written consent.
  • Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
  • If a court finds part of this contract 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 this contract, we can still enforce it 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 breaking this contract that will not mean that you do not have to do those things or prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the services, we can still require you to make the payment at a later date.

Alternative dispute resolution

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Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any medical complaint, you may contact the Independent Doctors Federation (IDF) and, separately, the Chief Executive Officer will consider your complaint with input from the doctor at the Clinic who you are complaining about. If your complaint is not resolved or you are unhappy with the outcome proposed by IDF, IDF will refer your complaint to the Independent Sector Complaints Advisory Service (ISCAS) who will undertake an adjudication procedure and report their findings back to you, us and IDF. Further information can be found via our complaints procedure for patient’s policy, which you can find on our website. Please do contact us for further information.