How can we help you?
General
What email address should I use when booking an appointment?
We will use the same email address you provide for any correspondence. We advise you to use a personal email address that is private and used only by you. Please be aware that some work email addresses may be subject to filtering or be blocked by your employer which may prevent communications, including results, reaching you.
Results
When will I receive the results of my sexual health test?
Depending on what sexual health test you order determines the turnaround time for results. Please visit our sexual health page here to learn more about turnaround times for specific sexual health tests.
When will I receive the results of my blood test?
Depending on what blood test you order determines the turnaround time for results. Please visit our blood test page here to learn more about turnaround times for specific blood tests.
Results Turnaround may depend on your specific appointment time and will be discussed with your doctor during your appointment.
When will I receive the results of my Covid test?
Depending on whether you have taken a pre-travel or post-travel Covid test determines the turnaround time for results. Also, whether you are taking the Covid test in-clinic or via a home test. For more information on our pre-travel Covid test turnaround times, please visit the webpage here. For more information on our post-travel Covid test turnaround time, please visit the webpage here.
My results are late. Who do I contact?
Please make sure to check the turnaround times on the relevant web pages above. However, sometimes there are delays caused by lab turnaround times, which are outside of our control. If you have still not received your results after the specified turnaround time, please email [email protected].
GP Appointments
What length does my appointment need to be booked for?
Standard GP appointments are 15 minutes and most things can be dealt with in this time; blood tests, prescription requests, specialist referrals, etc. However, if you need a smear test or need to address multiple issues, you should book 30 minutes.
What does the consultation cost cover?
The consultation fee covers your time with the doctor, along with the follow up of interpreting results if required. Any testing, referrals or additional services will be a separate cost to your base consultation fee.
What services do we not currently offer?
- We are unable to provide services to people who require urgent medical attention.
- Removal of stitches
- Microsuction as opposed to ear syringing
- Cryotherapy
How do I get my prescription if I attend an online GP appointment?
Electronic prescriptions will be sent directly to your chosen pharmacy straight away after your online GP appointment. You can also pick up your prescription from any of our clinics.
Please note, there is a fee of £8 for online prescriptions.
Repeat Prescriptions
How do I request a repeat prescription?
If you are a previous patient and would like to request a repeat prescription, this must be put in writing to [email protected].
Blood Tests
What blood tests do we offer?
Any blood tests & sexual health screening can be done as part of a GP consultation. 15 minute GP consultations start from £69 on weekdays. Please note the cost of the test is separate. You can find more information about the blood tests we offer and the prices here.
Health Screens
What health screens do we offer?
We offer a range of LifeSmart health screens at select clinics. For more information on what health screens are available, prices and locations, please visit the health screen page here.
Immigration Medicals & Visa Examinations
How do I book an immigration or visa medical?
The full lists of available immigration medicals and visa examinations can be found on our website here.
Payments
Do you accept Apple Pay or Google Pay?
No. We do not currently accept Apple or Google Pay.
Private Medical Insurance
Do you accept private medical insurance?
Yes. However, if you intend to use your private medical insurance, it is your responsibility to ensure the costs of your treatment is covered and to understand the cover your insurance will provide. Please visit our webpage here to learn more.
Complaints Procedure for Patients
If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the Practice, please let us know.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.
If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.
Complaints can be made in the first instance either orally or in writing to any of our staff.
What we will do
We will acknowledge receipt of your complaint within 1 working day, either orally or in writing. Our complaints lead will investigate the issue and respond to the patient either over the phone or by email. If we cannot resolve the problems for you there and then to your satisfaction, we will escalate the complaint from the complaints lead to our Clinical Directors.
We always aim to investigate and deal with all complaints efficiently and speedily.
If we are unable to meet the response deadline of 20 working days, we will contact you to advise why and inform you of the extended date.
When we look into your complaints, we will aim to:
- find out what happened and what went wrong
- advise you what we will do to put the matter right
- make sure you receive an apology where this is appropriate
- identify what we can do to make sure the problem does not happen again.
Contact any of us by phone: 0203 553 0266 or fill in the form on the right hand side and someone from our team will get in touch.
Further action
In the event of a continued disagreement which cannot be resolved internally, you may be advised to approach an appropriate external authority, such as the Independent Healthcare Sector Complaints Adjudicator Service (ISCAS), the local Trading Standards officers, or independent mediation may be suggested.
Key contacts
Independent Healthcare Sector Complaints Adjudicator Service (ISCAS)
Local Trading Standards Officer: Chartered Trading Standards Institute: https://www.tradingstandards.uk/consumers/support-advice