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video-terms-and-conditions

Video Terms & Conditions

Terms and Conditions for The Doctors Clinic Group Video

The Doctors Clinic Group Limited provide private video consultations by appointment to give everyone more choices in accessing affordable GP services. It is designed to be there when people are unable to come and see us face to face or if you need advice that does not warrant the need to visit a Doctor. Video consultations are useful when people are seeking information about any health needs.  Video can be useful in diagnosing some health problems and the Doctor you speak to on video can sometimes initiate treatment and investigations. It is not designed to be a complete health service or an alternative to the NHS or your NHS GP surgery and there will be occasions when the advice given in a video consultation will result in confirming the need to see a Doctor face to face.

Usage Guidelines

You should not use Video Consultations if you think your health problem is urgent or an emergency. Video Consultations should, under no circumstance, be used if you are experiencing a medical emergency, such as chest pain, breathlessness, stroke, severe abdominal pains (this list is not exhaustive, and is for general guidance only).

If you think there is any chance that you or the person you are assisting has an urgent or emergency health need you should immediately dial 999 or seek alternative emergency medical services.

These terms and conditions (“Terms and Conditions“) set out the basis on which The Doctors Clinic Group offers web-based Video Services (“DCGV” or “System “) to individuals. DCGV is a private web-based System that enables patients to consult with GPs on a self-pay basis.   By using DCGV you confirm that you are accepting these Terms and Conditions in full. If you do not understand, accept and agree to these Terms and Conditions we are unable to provide you with a video consultation.

ABOUT DCGV

The Doctors Clinic Group Limited (also trading as “The London Doctors Clinic”) (“TDCG”, “DCG”, “LDC”, “and/or DCGV”, (also referred to as “our”, “us”, “we”), a company registered in England (company number 8841773), offers appointments for Video Consultations alongside the provision of face-to-face consultations to further expand its core ethos of providing convenient, affordable access to GP services for anyone who chooses to use us for this purpose.

We are regulated by the Care Quality Commission (“CQC”) under registration: 1-12378030568. The CQC is the independent regulator of all health and social care in England. The CQC monitors, inspects, regulates and reports on all GP practices and other health & social care services.

DCGV enables individuals in the United Kingdom and certain other locations (“Customer”, “Customers”, “you”, “your”, “yourself”) to connect via streaming video to our Doctors (the “Doctors” or “General Practitioners”) to receive medical advice and to obtain relevant administrative services where medically appropriate (the “Services“).

All our doctors are experienced general practitioners registered with the UK General Medical Council: www.gmc-uk-org Our System does not enable you to choose the Doctor to which you are connected if you book an appointment online.

Patients may also purchase private prescriptions for certain medication(s), laboratory testing, diagnostic imaging services if agreed with the Doctor, and were supported by DCGV and while in consultation on the System.

These Services are not always available anywhere and not available at all in some locations. Your DCGV Doctor will be able to advise you where these Services are available, how to access them and the prices. In particular, the following paragraph sets out the availability and policies for Overseas usage.

Overseas usage

TDCG aims to make video consultations accessible to patients travelling internationally.

International video consultations can ONLY be used for the provision of medical advice.

TDCGs doctors are all UK GMC registered and therefore have no jurisdiction to prescribe medications, write letters of referral to international consultations or provide sick notes for use outside of the UK. Electronic prescriptions can only be sent to UK pharmacies.

All bookings are made on the basis of standard UK time prevailing at that time, GMT or BST.

International video consultations are not to be used as a replacement for a face to face appointment or thorough clinical assessment and examination.

DCGV makes no representation that the information and/or the services provided via the System are applicable to, appropriate for or available outside the United Kingdom. Accessing the System from territories where any content and/or Services may be illegal is strictly prohibited.

 

IT REQUIREMENTS FOR CONNECTING WITH US

We will make all reasonable efforts to connect you to our Doctors subject to minimum specification requirements (which may change from time to time). The current minimum specification requirements are:

BROWSERS SUPPORTED

NB: Microsoft does not allow Internet Explorer to connect to video services.

Browsers that are supported:

  • Chrome
  • Safari
  • iOS Safari 11.2 and above
  • Firefox
  • Edge
  • Samsung Internet

 

INTERNET CONNECTION SPEEDS

To use DCGV you are required to have an active Internet connection with 2 Mbps of available bandwidth, for the best quality connection we recommend a minimum of 5 Mbps available bandwidth.

You are responsible for configuring your information technology and computer programmes in order to access our service. You should use your own virus protection software.

At any time, you may be notified that information is available for your review that is considered private and possibly time-sensitive, so you should consider ease of access when determining which email address, you use to arrange an appointment or receive updates about information being placed in your Portal.

 

INFORMATION YOU PROVIDE

The relationship between Doctors and patients is based on trust. Any medical advice offered and/or diagnosis provided by our Doctors is based on your description of the symptoms affecting you and/or on any personal health data that you provide to us.

You confirm that any information you provide is accurate to the best of your knowledge. You accept that you may choose to provide only some portions of your medical information, but that this may have a negative impact on the Doctor’s ability to provide the care you are given and/or your medical care generally.

You will be presented with your options regarding medical record sharing during the booking process for each consultation and it is entirely your choice whether you share your medical records with your NHS GP.

You will be responsible for providing us with the address and contact details for the NHS practice that you are registered with to enable us to share your records.

If you do not have the details of your NHS practice and you do want to share your records, we will provide you with a record of your consultation with us via your Portal which you will then be responsible for delivering to your NHS GP by whatever means you deem appropriate for your circumstances.

 

IDENTITY AND AGE REQUIREMENTS

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To access the services, you warrant that you are at least eighteen (18) years of age and possess the legal right, capacity and ability, on your own behalf to accept and agree to these Terms and Conditions.

You agree to book your DCGV appointment with accurate information, including but not limited to your name, postal address, mobile telephone number (do not provide landline telephone numbers in place of mobile numbers), email address and password.

DCGV reserves the right to refuse access to DCGV appointments to anyone, at its sole discretion from time to time, whether or not the user has previously successfully registered, visited or used any Services.

The CQC regulations do not allow us to consult with, triage or give medical advice to children under the age of 16 unless accompanied by a parent with a valid form photo ID (Passport or driving licence).

Children under 18 must have their parent’s or guardian book the appointment using the parent’s details and have the parent provide the Doctor with photograph ID and confirm that they give permission for the child to consult with the Doctor. After this consent and identification is obtained the child can continue with the consultation with or without a parent/guardian present.

To allow us to provide the Services to you in a way that protects the interests and safety of all our patients, we may need to carry out checks to verify the identity of any person wishing to use the Services (essentially, to make sure you are who you say you are)

We may ask you to show a photo ID at the consultation to verify your identity. This will always be necessary if you are arranging for a consultation with anyone under the age of 18.

If you fail to provide us with this ID information, we may be unable to provide any Services to you and, we may cancel any consultation that you may have booked by that point in time.

 

GPs YOU MAY KNOW

We seek to avoid connecting patients with doctors who are also working at the NHS GP practice where the patient may be registered. This is to avoid any conflict with your NHS GP’s contract which states that no NHS doctor should be charging you for services that you can reasonably expect to receive for free as a registered patient from your NHS practice. In other words, a Doctor is not able to charge you for services that are available for free from the NHS practice you are registered with. In the unlikely event that you are connected with a Doctor you know to be a GP working at an NHS practice at which you are registered, you accept and agree to inform the Doctor of this and to ask them to arrange for a refund to be given so you can make a booking with another Doctor as soon as possible.

 

SERVICES

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APPOINTMENTS FOR CONSULTATIONS

Our consultations are in 10-minute appointment slots. You understand and accept that the minimum you can purchase is a complete appointment (of 10 minutes) and not individual minutes and that using any time in an appointment is the same as using all of it, so you will be charged accordingly. You agree and accept that you will not be entitled to any rebate, refund or compensation as a result of your not using the full length of time available in an appointment.

IF YOU ARE LATE FOR YOUR APPOINTMENT

If you start your appointment late you understand and agree that it is generally not possible to exceed the 10-minute appointment time as there will usually be other patients waiting for their pre-booked appointment time slot after yours. We reserve the right within reason to terminate the video consultation when the 10 minutes have expired or to charge for another full 10-minute appointment if there is time available and no other patient waiting for their appointment. Your Doctor will discuss the possibility of extending your appointment should you wish to do this, but you accept that this is often not possible

IF YOU WANT A LONGER APPOINTMENT THAN 10 MINUTES

A consultation is made up of a single appointment. If you wish to have longer than 10 minutes, please book a 20-minute appointment when making your booking. Please note that if you book a 20-minute session you will not have any amount refunded if you do not use the full 20 minutes with the Doctor.

BOOKING AN APPOINTMENT

We offer an online booking system via our website. Appointments can only be booked at a minimum of 30 minutes in advance of your appointment. You can also book a video appointment by phone. This also can only be booked a minimum of 30 mins prior to your video appointment.

After you have booked your appointment you will be sent confirmation of your booking by email and SMS; if you do not receive such confirmation within 5 minutes please contact us on 020 7183 0729 to check we have received your booking request.

DCGV will advise you by email as soon as possible if it has to amend, change or cancel any appointment that you have booked.

PRESCRIPTIONS:

You understand that there is no guarantee that you will be provided with a prescription for any medication and acknowledge that the issuing of any prescription is at the sole discretion of your Doctor in the current consultation with you and is also subject to the limitations applied by the DCGV’s medical team. 

You will be charged the current costs for an electronic prescription, which may contain no more than the maximum (7) number of medical items. If you agree with your Doctor you need more than the maximum number of medical items and the Doctor is willing to write you multiple prescriptions, you will be required to purchase multiple prescriptions up to the number you require. You also have the option to visit any of our clinics and collect a paper prescription. There is no charge for the issuing of a paper prescription. 

Both electronic and paper prescriptions available via DCGV are private prescriptions only (not NHS prescriptions). You accept that private prescriptions are fulfilled at a charge, unique to the fulfilling pharmacy, which is not under the control of DCGV or the Doctors. It is your choice as to whether you have any prescription fulfilled and at what cost.  ‘Prescription’ also applies to repeat prescriptions.   

Any prescription that you receive via the DCGV System is only valid for use at legal UK pharmacies. Electronic prescriptions are supported via our partner signature Rx.   

You understand and agree that any prescriptions you acquire via the System are solely for your personal use. Furthermore, you agree carefully to read all information provided to you and to follow the instructions provided by the Doctor(s), on the prescription(s) itself (the label applied by the pharmacy) or otherwise, prior to taking any of the prescribed medicines. You also hereby agree to contact one of our Doctors, another Doctor or a pharmacist if you have any questions or do not fully understand the reasons you have been prescribed any medication or the instructions related to the medication. 

[Please be aware that DCGV’s medical team has restricted some of the medicines that Doctors may prescribe on the System. There are certain medicines that will not be issued by Doctors in any circumstances, which include: 

  • Controlled medication (Schedule 1, 2, 3 & 4), such as strong painkillers, anxiolytics, sedatives and some hypnotics 
  • Medication that requires specialist prescribing and monitoring such as some treatments for ADHD. 
  • Medication that needs to be administered by injection (with the exception of life-saving or life-preserving purposes)] 

You accept and agree that DCGV charges administration fees for electronic prescription issued, as explained in Costs. You understand that you must pay this fee prior to a prescription being created by a Doctor and that once the prescription is available to you this fee is non-refundable. 

 

MEDICATION DISPENSING DIRECT TO YOU

LDC can arrange for medications to be delivered or posted to an address of your choice. This is not available in all areas and the times available are limited. Whether it is possible or not in your circumstances will be discussed at the time of your consultation and it is your choice whether to choose this method or not. DCGV cannot guarantee that this method is going to be available.

The cost of the medication and the costs of delivery will be discussed and agreed upon with you during the consultation and you will be asked to accept these charges to your credit/debit card you used when booking your appointment.

The address you wish the medications to be delivered or posted to will be given to the Doctor or an administrator either during your consultation.

If you choose to have the medication delivered directly to you, your contact details and address will be shared with the courier provider so that they can make direct contact with you.

The arrangements that DCGV have made will be confirmed to you by email and SMS.

The courier company will contact you directly by your preferred means and you will be required to sign for the medication on delivery. DCGV bears no responsibility for deliveries failing to be completed if reasonable attempts have been made to fulfil the arrangements made with you. No refunds will be made if you are not at the prearranged location when the courier arrives. You will be liable for additional delivery costs if another attempt to deliver the medications is made.

 

LABORATORY SERVICES

The best next steps in the management of many health concerns raised during video consultations can be assisted with laboratory investigations. There are many occasions when the prime need to contact us is for laboratory testing and DCGV work to make this possible where medically and ethically appropriate. Blood, urine and faeces testing can be arranged in most parts of the UK if this is going to assist with the diagnosis or treatment of a condition or elimination of health concerns and for other reasons (such as occupational health or notarising reasons) if deemed appropriate during the consultation with our Doctors.

In London and Manchester, you can go to a central location to have your blood, urine or other samples taken. This can usually be arranged immediately after the consultation with results often available within 4-6 hours after you providing your samples although this turnaround time can never be guaranteed.

In the rest of the country, we have an arrangement with a provider who will come to your home and/or workplace and collect whatever samples are agreed as required at your consultation with our Doctor. This procedure will commence with the sample kits being posted to you by first class post and followed by our provider contacting you for an agreed collection time and location. A nurse (or phlebotomist) will then visit you as arranged directly with you to take the blood (or other) sample. The collected samples will then be delivered back to our laboratory. This process can usually be completed within 2-4 working days depending on your availability. The results will then be delivered to the Doctor who ordered them for you as soon as the laboratory processes them.

The Doctor will then assess the results at the earliest opportunity, provide a comment and share your results on your Portal. You will be notified by email immediately when results and comments are available on your Portal, providing a link to your Portal so you can check your results and the Doctor’s comments.

Should there be results that constitute a medical emergency, the Doctor (or another LDC colleague) will make all reasonable efforts to contact you with advice as to what is the best option to obtain further care – which may involve advice to go to the nearest Accident & Emergency or to see your NHS GP asap.

 

REFERRALS FOR DIAGNOSTIC SERVICES

We can refer you to appropriate private local diagnostic services providers to have imaging tests (such as X-ray, Ultrasound scans, MRI, CT scans etc) if agreed that this is medically appropriate between you and the Doctor. This will generally be done as a letter to the provider requesting the diagnostic tests agreed and outlining the medical reasons for your request.

It will be your responsibility to take this letter to your local private provider and arrange the investigation. You will be entirely responsible for any payments required by the provider for the test. These costs will not be covered by the costs of the video consultation with the DCGV Doctor.

DCGV cannot guarantee that the provider will accept DCGV’s request letter but DCGV will make every reasonable effort to ensure that the requests are acceptable to diagnostic providers.

Results of the investigations will generally return directly both to yourself and to LDC Doctors. This may mean that you get the results before the DCGV Doctors have had a chance to review the investigations.

As soon as possible after the tests have been received by DCGV these investigation findings will be reviewed by the DCGV Doctor (or her DCGV colleague) and comments will be placed in your Portal. You will be notified by email when the comments are placed in your Portal for you to review.

Please note that our doctors who are general practitioners will be entirely reliant on the diagnostics provider you choose and cannot accept any responsibility for the accuracy of the results nor the experience of obtaining these investigations as this will be entirely in the hands of an independent provider not linked in any way to DCGV.

 

LETTERS (including but not limited to Referral Letters):

You will be charged the current fee (see Costs) for a Letter (including but not limited to referral letters), which may be no longer than two (2) A4 letter single-sided pages in length and subject to the spacing and layout requirements of DCGV at its sole discretion. If you agree with your Doctor you need a longer letter and the Doctor is willing to write this longer letter, you will be required to pay charges in respect of the equivalent number of standard letters.

Private Referrals

DCGV can refer you to any private provider so long as the medical condition you wish to be referred for and the speciality you wish to be referred to is medically and ethically appropriate. The appropriateness of any referral made by any of our Doctors is entirely and solely at the discretion of the Doctor you are consulting with. DCGV takes no responsibility for an individual Doctor’s decisions regarding the medical and ethical appropriateness of any referral and whether the referral is granted.

NHS Referrals

DCGV as a private GP provider is not able to refer to an NHS specialist or service directly as the NHS does not commission DCGV services and DCGV does not have any contractual arrangements with any NHS providers.

Our Doctors will however be very willing to provide you with a letter for your NHS GP outlining the contents of your consultation as discussed at your appointment and include any recommendations for onward referral as our Doctor agrees with you is appropriate.

You will then forward this letter to your NHS GP and they will assess the information and refer to their NHS commissioned services as they deem appropriate. DCGV can bear no responsibility for whether your NHS GP or their commissioned services will accept the recommendations of DCGV’s Doctors.

By accepting the charge for referral letters, you confirm that you have read the above and accept that we cannot be held responsible either financially or medically if your referral is declined. You also confirm that you have given a full and accurate history to your Doctor and have not withheld any information that you feel may be relevant to your referral or may affect the chance your referral may be accepted.

SICK NOTES

You will be charged the current price for a sick note, which may be no longer than one (1) A4 Letter single-sided pages in length and subject to the spacing and layout requirements of DCGV at its sole discretion. If you agree with your Doctor you need a longer sick note and the Doctor is willing to write this longer sick note, you will be required to pay charges in respect of the equivalent number of standard sick notes.

PURCHASE OF PRESCRIPTIONS, LETTERS AND SICK NOTES:

You may only purchase a prescription, letter or sick note during a live Session with a Doctor. You will be asked to accept or decline the purchase, which will include an on-screen cost for an electronic prescription, letter or sick note. There is no charge for issuing a paper prescription however these can only be collected in person from one of our clinics. If you accept by verbally agreeing to the charge, we will take this as authorisation and apply the charges to the credit/debit card which was used by you to book your appointment, to be settled at the closure of the Consultation. 

If you agree to the charge and your card is declined you will not be able to purchase the medication to be dispensed, prescription, letter or sick note; if you wish to make the purchase using another payment method, you accept that you will be required to book a new appointment using a debit/credit card and request the service from the doctor you speak to at this appointment. You accept that there is NO guarantee or warranty that your next Doctor will agree to provide the prescription, letter or sick note your previous Doctor had proposed. 

CONTENTS OF PRESCRIPTIONS, LETTERS AND SICK NOTES:

You accept without question that each Doctor, at their sole discretion, creates prescriptions, letters and sick notes via the System based on their own professional judgement and legal obligations and that the content of such items is individual, unique and based on the information you provide to the Doctor. You must not tamper with the content of any such items. You acknowledge that there is no guarantee or warranty by DCGV that such items will contain the content you desire(d), hope(d) for, expect(ed), were informed of, understood or believed they would contain.

DELIVERY OF PRESCRIPTIONS, LETTERS AND SICK NOTES:

If you lose a paper prescription, letter or sick note you will be able to access this document on your Portal. 

You may choose to receive your prescription, letter or sick note using the delivery services described below, which are charged at the relevant Costs at the time of selection and purchase. Once your prescription, letter or sick note has been created, it will be deemed to have been received within the timeframes explained below. 

If you purchase a paperprescription, any letter or sick note, you will be able to access these  on your Portal or we will post it to the address that you have provided when booking your appointment. You accept that it is entirely your responsibility to ensure that the contact details you provide are accurate. 

DELIVERY BY PORTAL

DCGV enables access to documents delivered to your Portal where you will be able to download them to your device. You will be notified via email when the documents are added to your Portal and you will access your Portal via a pass-code protected link on the email to you. 

Paper prescriptions will need to be given to the pharmacist, so they can dispense the medications to you.  Electronic prescriptions will be sent directly by DCGV to you so it can be taken to any pharmacy.  

DCGV will make every reasonable effort to respond to any questions from the pharmacist that they may have to facilitate the dispensing process and they should be advised to contact us on 020 7183 0553 

DELIVERY BY FIRST CLASS POST

The cost of delivering your document to a UK mainland address, once only, by Royal Mail first class post is as shown in our costs on the website. 

Your document will be posted the same day (or next working day if weekends or public holidays) if your consultation is before 2pm and the next working day if after 2pm. 

We send your documents as letters using Royal Mail first class post (or equivalent) and we cannot and do not guarantee a delivery time or expected delivery date. If you have not received your document within three (3) working days of your consultation you should contact us. 

If you do not contact us and inform us of an issue, we will deem documents sent by first class post to have been received by you within forty-eight (48) hours of us marking them as sent. 

DELIVERY BY COURIER

In some circumstances delivery of medications, letters, referrals and laboratory request forms can be delivered by courier. The delivery times and costs are displayed on the website and will be discussed and agreed with your doctor at the time of your consultation.

 

 

COSTS

Costs for services, after discussion and agreement from you, will be collected from the debit/credit card you have used to book your appointment with us.

DCGV does not accept payment by insurers on your behalf unless your insurer has guaranteed to DCGV in writing that they will be responsible for paying for your consultation and any services arising out of your consultation.

PLEASE NOTE that failure by your credit or banking provider to enable DCGV to authorise or clear payments from your card is your sole responsibility and DCGV will still be owed the fees and charges incurred by you personally, which DCGV may take formal action to recover.

 

CONSULTATION COSTS

A consultation with a Doctor will last ten (10) minutes in length and the costs are as displayed on the website and booking system.

You will be asked to enter your debit or credit card details during the booking process and the costs of the consultation you have booked will immediately be debited from your card.  This card will be used to purchase any additional services requested during your consultation, so it is important that there is enough available funds/credit on the card you book your appointment with.

 

EXTENDING APPOINTMENTS BEYOND 10 MINUTES

It is generally not possible to extend your consultation beyond 10 minutes as the Doctor is likely to have another appointment booked after yours.

If you would like more time, then you will need to book another appointment and it cannot be guaranteed that you will be able to speak to the same Doctor you started with although all best & reasonable efforts will be made to enable you to do that wherever possible. Nor can we guarantee when the next available appointment will be able to be provided to you as this will depend on how many available appointments there are.

 

COSTS OF ADDITIONAL SERVICES

An electronic prescription issued by a Doctor on the System, including any repeat prescription, will cost what is quoted on the website and clearly displayed in your invoice, which shall include no more than seven (7) items. This cost includes one standard delivery but does not include the relevant pharmacist’s costs of dispensing the prescription.

Any letter or fit note (also sometimes referred to as a sick note) issued by a Doctor on the System each cost what is quoted by the website and clearly displayed in your invoice, which shall include no more than two (2) pages of content.

Any referral letter (including referrals for diagnostic and imaging services) will be charged at the rate displayed on the website and booking system.

Laboratory services costs and phlebotomy/sample collection costs are clearly displayed on our website and will be discussed with you before you authorise payment during the consultation.

Medical records and the electronic medical record information held about you on our clinical records system will be accessible by you at no cost at any time your Portal is available, subject to these Terms and Conditions.

All extra services must be purchased in-Consultation (during a live Session) with a Doctor. This is the only means of purchasing any of the extra services, i.e. letters, sick notes, referrals, laboratory investigations, diagnostic (imaging) referrals prescriptions or medications and dispensing. You will be asked to accept or decline the purchase; which will include a quote.

  • If you Accept by way of verbally agreeing to the charges discussed we will take this as authorisation and apply the charges to the credit/debit card you have entered during the process of booking the appointment, to be settled at the closure of the Consultation.
  • If you Accept by way of verbally agreeing to the charges discussed we will take this as authorisation and apply the charges to the credit/debit card you have entered during the process of booking the appointment, to be settled at the closure of the Consultation.

If you ACCEPT the charges and your card is DECLINED, you will not be able to purchase the Service and you will be unable to use another method of purchase in your current consultation and/or Session. If your method of payment is DECLINED in this situation and you wish to purchase a Service using another payment method, you accept that you will be required to complete or END your current Consultation, enter new payment details during your booking the process then start a new Consultation and discuss your situation with a Doctor. You accept that there is NO guarantee or warranty made by us whatsoever that your next Doctor will agree to write provide the Service your previous Doctor had agreed to provide.

 

DELIVERY COSTS

Standard delivery means the items are sent by Royal Mail first class post (or equivalent) to UK mainland addresses only. Electronic delivery of prescriptions is charged at the price set out on our website. Costs for other delivery methods will be provided on request if not available on the website.

Please note that it is your sole responsibility to ensure the address (whether email or postal) that you provide is correct as that is the address that DCGV will use.

 

CHARGES FOR CANCELLED (DISRUPTED) OR MISSED SESSIONS

If your consultation is determined by DCGV at its sole discretion to have been disrupted DCGV will refund the amount of the consultation to the credit/debit card used at booking.

Disrupted consultation may include but is not be limited to:

    • DCGV’s suspension of the System at the time of your appointment,
    • A Doctor ending an appointment at your request because you know them,

If you think you are due a refund you must contact us as soon as possible providing details of the consultation and a full description in writing of the issue or concern you are raising.

We do not provide refunds where DCGV is not at fault, including the following circumstances:

 

    1. If you are unable to have a private prescription, legitimately and correctly provided via the System, fulfilled and/or the associated medication dispensed at a pharmacy of your choice for whatever reason.
    2. If your consultation is disrupted because of your actions, as determined by us exclusively.
    3. If you have missed a booked appointment, as determined by us exclusively. In this instance, you will be charged the full appointment fee as described above.
    4. If you do not receive a prescription, referral letter or sick note as a result of a consultation.
    5. If you did not use all available minutes in any appointment that you have started.

   

ELECTRONIC MEDICAL RECORDS 

The Doctor will make a record of your consultation.

If you would like a copy of your medical records, please request this from your Doctor and they will share them with you on your Portal. We recommend that all patients do this periodically so that they can share this information with their other medical service providers and medical insurers.

 

INFORMATION RESOURCES (OPT-IN)

You will receive marketing communications from us if you have purchased goods or services from us and in each case you have not opted out of marketing. By providing “opt-in” consent (when making a booking) to non-essential marketing, you are agreeing to the receipt of offers, promotions, surveys, newsletters and other information regarding common medical and health-related topics or preventive care messages containing specific medical and health-related information, links to other related websites and specific questions related to your DCGV experience or other LDC services.

If you do not wish to receive such communications, you may opt-out at any time by unsubscribing from any communications we send to you or emailing [email protected].

 

OPERATIONAL FUNCTIONALITY

DCGV reserves complete discretion with respect to the operation of the System and may alter, withdraw, suspend or discontinue any functionality or feature of the System at any time. DCGV is not responsible for transmission errors or corruption or compromise of information carried over local or interchange telecommunications carriers.

DCGV reserves the right to maintain, delete or destroy all communications and information posted or uploaded to the system in accordance with its information policies from time to time including the Privacy Policy.

If DCGV needs to suspend access to the System at a time when you have booked a consultation it will notify you in advance (unless such suspension is for unforeseen purposes, such as for emergency maintenance) and arrange a new consultation time for you as soon as possible at no additional cost.

 

FAIR USAGE POLICY

You may not make any form of recording of any consultation via the service as this would be a breach of these Terms and Conditions and a violation of data protection law.

You may link to our website home page provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link to our site on any website that is not owned by you. We reserve the right to withdraw linking permission at any time.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.

If you wish to make any use of the content on our site other than that set out above, please contact us.

Where our website contains links to other sites and resources provided by third parties, these links are provided for your information only.  DCGV has no control over the contents of such sites or resources.

 

INTELLECTUAL PROPERTY

With the exception of your EMR, The Doctors Clinic Group retains all right, title and interest in and to the LDC name, the Services and any information, products, documentation, software or other materials used in relation to or made available via the Service, along with any patent, copyright, trade secret, trademark, service mark or other intellectual property right in any of the foregoing in any territory.

 

LEGAL NOTICES AND DISCLAIMERS

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Always seek the advice of a Doctor or other qualified healthcare provider regarding any medical concerns – and before starting, stopping or modifying any treatment or medication – even if you have already obtained medical advice via or read relevant material on our website or service.

DCGV does not guarantee that a video consultation is the best course of accessing advice or indeed the appropriate course of treatment for your particular healthcare concern or medical issue. Furthermore, DCGV is not a substitute for your primary care provider. You agree to contact your GP immediately should your condition change or your symptoms worsen (if you are not registered with a UK Doctor you agree to arrange a face-to-face appointment with LDC, another provider or contact 111, your local walk-in centre or hospital for advice). If you require urgent care, you should call 999 or contact your nearest emergency services centre immediately.

 

LIMITATION OF LIABILITY

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If DCGV fails to comply with these Terms and Conditions, it is responsible for loss or damage you suffer that is a foreseeable result of it breaking this contract or failing to use reasonable care and skill, but it is 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 you purchase any Services, both we and you knew it might happen, for example, if you contacted us about it during the sales process.

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; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Services.

We will not be liable to any Customer for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty or otherwise, even if foreseeable, arising under or in connection with:

  • inability to use the System; or
  • use of or reliance on any content displayed on the website linked to the System.

DCGV assumes no responsibility for the content of websites linked on the System. Such links should not be interpreted as endorsements by us of those linked websites. We will not be liable for any loss or damage that may arise from any Customer’s use of such sites.

 

DELIVERY OF SERVICES

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You agree that the provision of any Services is subject to your payment in full of any costs relating to consultation, administrative and/or delivery fees that you incur in relation to the Services pursuant to our costs (also explained here).

DCGV’s fees and charges do NOT include or cover any pharmacy fees or the costs of diagnostic/imaging services and DCGV does not accept payment by insurers on your behalf at this time unless expressly provided for in writing by DCGV at its sole discretion.

Any and all fees and charges, without exception, incurred during the consultation are your responsibility MUST be pre-authorised prior to you receiving any of the Services, in whole or in part, whatsoever and settled immediately after the Services have been provided, in whole or in part.

DCGV reserves the right to modify its Costs and/or pricing structure at any time, at its sole discretion and implement the new Costs and/or price structure at any time prior to billing you for payments due pursuant to these Terms and Conditions. You understand that the Services may not be provided, or consultations ended or cancelled if your billing information is inaccurate, invalid, without funds (not in funds) or any pre-authorisation by us provides a negative response (as determined by DCGV).

You expressly grant DCGV license to pre-authorise or charge any debit and/or credit cards you have entered on file during the appointment booking process before enabling the provision of the Services (including the confirmation of an appointment time and date has been allocated to you) and you accept that failure of our pre-authorisation or authorisation processes by you is likely to result in the Services not being provided to you.

 

LATE ARRIVAL, CANCELLING APPOINTMENTS AND MISSED APPOINTMENTS

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You may enter the consultation that you have booked up until one (1) minute before the scheduled end time of that Session. For example, if you have a 10-minute Session booked at 3pm, you may arrive and start the consultation as late as 3.09pm, but no later. [If, for example, you have booked an Appointment comprising two (2) 10-minute Sessions and you do not arrive within the first nine (9) minutes of the Initial Session you will also lose the right to attend the subsequent Session, which may be re-allocated [1]].

You may cancel any booking you have made by following the cancellation link on the email confirmation you received when booking your appointment. If your cancellation is successful you will receive an email from DCGV to that effect and see an on-screen message confirming the cancellation; if you do not receive the cancellation email and see the on-screen message then you must either try again or Contact Us. You accept that DCGV is not responsible and will accept no liability for any costs, expenses or losses arising from your failure properly to cancel any consultation. You accept that failure to cancel an appointment may lead to you being charged a cancellation fee (see below) and/or the full fee for Appointment (or appointments) that you failed to cancel, subject to DCGV’s sole discretion.

Missed appointments occur when either you or a Doctor is not present in the video surgery by the start time of an appointment confirmed by DCGV (save that you may be up to nine (9) minutes late, as explained above) (Missed Appointment). In these instances, you understand and agree that the following rules apply:

 

      1. If you fail to attend your appointment in time, then you will be charged a cancellation fee of the full cost of the consultation as displayed on the booking system for each Missed Appointment. For example, if you had booked an Appointment comprising two (2) 10-minute Sessions and failed to attend, the cancellation fee would be for the full cost of the 20-minute appointment you had booked.
      2. Please note that if you cancel your appointment 24 hours or more before its start time you benefit from FREE CANCELLATION and you will not be charged a cancellation fee. If you cancel within 24 hours you will be deemed to have missed your appointment and you will be liable to pay the cancellation fee.
      3. You acknowledge that DCGV is authorised under these Terms and Conditions to deduct such amounts from your debit/credit card used to confirm the appointment booking you made.
      4. If a Missed Appointment occurs because a Doctor did not attend your appointment in time, then we will refund the charge made on your debit/credit card at the time of your booking.

 

CIRCUMSTANCES OUTSIDE OUR CONTROL

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DCGV makes no warranty that the System or Services including the Electronic prescription service will be uninterrupted, 100% secure or error-free, or that defects, if any, will be corrected. DCGV is not responsible for transmission errors or any corruption or compromise of data carried over local or interchange telecommunication carriers.

DCGV will take all reasonable precautions to protect against failure of its equipment and software and will perform regular back-ups of all data stored. The Customer acknowledges and agrees 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 the System and/or the Services, in which circumstances any booked Sessions shall be deemed “disrupted” (see clause 28).

Neither DCGV, nor its officers, employees or agents, shall be responsible if the supply of the Service is delayed or prevented by circumstances outside its control. if this happens we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay or failure. If there is a risk of substantial delay you may contact us to cancel your appointment and receive a refund for any services, you have paid for but not received.

 

PRIVACY

By accepting these Terms and Conditions, you acknowledge that you understand, have read and will abide by LDC’s Patient Privacy Policy, LDC’s Website Privacy Policy and LDC’s Cookie Policy (all as updated from time to time in accordance with its terms), which are part of these Terms and Conditions by reference.

 

APPLICABLE LAW:

These Terms and Conditions are governed by English law and you can bring legal proceedings in respect of our Services in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

 

NOTICES:

DCGV may contact you by email to the email address provided in your Account, by written communication to the postal address provided in your Account or by a general notice on the System.

 

CONTACT

You may contact DCGV at any time via the [email protected] or by calling 020 7183 0729.