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Terms & Conditions and Patient Guide
Included:
- Patient Guide
- Terms & Conditions
- Website Terms
- Email Disclaimer
- Company Details
Doctorcall Patient Guide
Statement of purpose
Doctorcall is designed to provide medical care delivered by appropriately qualified and experienced practitioners in a timely fashion.
Charges and Methods of Payment
Payment terms are at booking or within 30 days for account holders.
Fees are notified at the time of booking. Additional charges apply to pharmacy, pathology and additional services if required and alternatives can be provided if requested.
Summary of the results of the consultation
A contemporaneous medical record is created by the practitioner and can be made available to the patient (or their agreed representative) upon request.
Comments/Suggestions/Complaints
We welcome feedback and suggestions as to how our services may be improved. Please email team247@doctorcall.co.uk.
Any complaint should be directed to The Operations Manager, Doctorcall, 47 Nottingham Place, London W1U 5LZ, email team247@doctorcall.co.uk. Complaints can be escalated to The Care Quality Commission, Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG.
Registration
Doctorcall is registered by the Care Quality Commission for Healthcare Audit and Inspection (known as the Care Quality Commission) under the Care Standards Act 2000, as amended by the Health and Social Care Act 2003.
Terms and Conditions
These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions, you may not use or access this Website.
These terms may also be used for non-online services if directed. Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by e-mail, or call us on 0344 257 0345. Calls may be recorded for quality monitoring and training purposes.
Definitions
- Conditions – means these terms and conditions and the Special Conditions
- Product – means a product or service displayed for sale on the Website
- Product and Service Descriptions – means that part of the Website where certain terms and conditions in respect of the individual Product and Service are provided
- Special Conditions – means the terms and conditions in the Product and Service Description
- Users – means the users of the Website collectively
- We/us – means Doctorcall
- Website – means the website located at www.doctorcall.co.uk or any subsequent URL which may replace it
- Cookies – means small text files which our Website places on your computer’s hard drive to store information about your shopping session and to identify your computer
- You – means a user of this Website.
Products and Services
Descriptions
Each Product and Service purchased is sold subject to its Description which sets out additional Specific Conditions related to that Product or Service including, without limitation, terms and conditions concerning estimated delivery dates and times. We will take all reasonable care to ensure that all details, descriptions and prices of Products and Services appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a Product or Service until your order is accepted.
Orders and Payment
We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.
We may not accept your order as a result of one of the following:
- The product or service you ordered being unavailable
- Our inability to obtain authorisation for your payment
- The identification of a pricing or description error
Clinic appointments
Cancellation
Third-party clinic appointments – where an appointment takes place at a clinic or business that is not Doctorcall (excluding our Visiting Doctor Service) – may be cancelled or changed subject to two working days’ notice and you will receive a full refund of any payments already made. Bookings made within two working days of the appointment time cannot be cancelled and full payment will be due; no refunds can be given.
Public Health England and Test and Trace
For certain types of appointments, such as for Covid testing, the government mandates us to send details of the appointment, including the type of test, results of the test and personal details to Public Health England Test and Trace.
Test Samples and Results Timescales
Many tests require samples to be sent to our partner lab via rapid courier. Testing of the samples at the lab is usually quick and results are normally available soon after the appointment.
Where we show a timeframe stating how quickly we expect results to be available (e.g. “results available in 48 hours”), this is based on the vast majority of cases. On some rare occasions, there may be a delay in providing the result to you due to circumstances outside of our control such as problems at the lab, issues with the courier or other unforeseen events. Unfortunately, when this happens refunds cannot be provided. Most results are provided within the expected timeframes.
Visiting Doctor
Cancelling a Doctor’s Visit
When booking a visiting doctor, you will be provided with an estimated time of arrival (ETA). A doctor’s visit may be cancelled no less than one hour prior to the stated ETA, after that time the visit fee is payable in full. Similarly if the doctor is en-route at the time of cancellation the visit fee will be fully charged.
Areas Covered
The Doctorcall Visiting Doctor Service is available in the following postcode areas subject to variation from time to time. Due to the geographic location and demand there may be limited doctor availability or an extended wait time for some areas.
AL1, AL10, AL2, AL2, AL4, AL4, AL6, AL7, AL8, AL9, AL9, AR9, BR1, BR2, BR3, BR4, BR5, BR6, BR7, CM13, CR0, CR2, CR3, CR4, CR5, CR6, CR7, CR8, CR9, E1, E10, E11, E12, E13, E14, E15, E16, E17, E18, E1W, E2, E20, E3, E4, E5, E6, E7. E8, E9, EC1, EC1A, EC1M, EC1N, EC1R, EC1V, EC1Y, EC2, EC2A, EC2M, EC2R, EC2Y, EC3, EC3A, EC3N, EC3R, EC3V, EC4, EC4A, EC4M, EC4R, EC4V, EC4Y, EN1, EN2, EN3, EN4, EN5, EN6, EN7, EN8, GU11, GU14, GU15, GU16, GU17, GU18, GU19, GU20, GU21, GU22, GU23, GU24, GU25, HA0, HA1, HA2, HA3, HA4, HA5, HA6, HA7, HA8, HA9, HP10, HP6, HP7, HP8, HP9, IG10, IG7, IG8, IG9, KT1, KT10, KT11, KT12, KT13, KT14, KT15, KT16, KT17, KT18, KT19, KT2, KT20, KT21, KT22, KT23, KT24, KT3, KT4, KT5, KT6, KT7, KT8, KT9, LU1, LU4, N1, N10, N11, N12, N13, N14, N15, N16, N17, N18, N19, N1C, N2, N20, N21, N22, N3, N4, N5, N6, N7, N8, N9, NW1, NW10, NW11, NW2, NW3, NW4, NW5, NW6, NW7, NW8, NW9, RM11, SE1, SE10, SE11, SE12, SE13, SE14, SE15, SE16, SE17, SE18, SE19, SE2, SE20, SE21, SE22, SE23, SE24, SE25, SE26, SE27, SE28, SE3, SE4, SE5, SE6, SE7, SE8, SE9, SG14, SL0, SL0, SL1, SL2, SL3, SL4, SL5, SL8, SL9, SM1, SM2, SM3, SM4, SM5, SM6, SM7, SW1, SW10, SW11, SW12, SW13, SW14, SW15, SW16, SW17, SW18, SW19, SW1A, SW1E, SW1H, SW1P, SW1V, SW1W, SW1X, SW1Y, SW2, SW20, SW3, SW4, SW5, SW6, SW7, SW8, SW9, TW1, TW10, TW11, TW12, TW13, TW14, TW15, TW16, TW17, TW18, TW19, TW2, TW20, TW3, TW4, TW5, TW6, TW7, TW8, TW9, UB1, UB1, UB10, UB11, UB2, UB3, UB4, UB5, UB6, UB7, UB8, UB9, W1, W10, W11, W12, W13, W14, W1B, W1C, W1D, W1F, W1G, W1H, W1J, W1K, W1S, W1T, W1U, W1W, W2, W3, W4, W5, W6, W7, W8, W9, WC1, WC1A, WC1B, WC1E, WC1H, WC1N, WC1V, WC1X, WC2, WC2A, WC2B, WC2E, WC2H, WC2N, WC2R, WD17, WD18, WD19, WD23, WD24, WD25, WD3, WD4, WD5, WD6, WD7.
Visiting Doctor Membership
Cancellation of Membership
Doctorcall Visiting Doctor membership (available via the Doctorcall mobile app, online and by telephone) has a minimum membership period of twelve consecutive months. The agreed membership fee will be taken from your nominated credit or debit card at the time of joining and each calendar month thereafter After the minimum term your membership will continue on an annual rolling basis. If you wish to cancel after the minimum term, you may do so by giving 30 days notice by email to membership@doctorcall.co.uk. Doctorcall reserves the right to amend or withdraw this offer with the right to a refund at the date of amendment or withdrawal.
You have the right to cancel your membership within 14 days of signing up so long as you have not used the service. Services used within the 14 day cancellation period will be charged at the standard, non-membership rates. To cancel, email us at membership@doctorcall.co.uk.
Discounts
Members are entitled to discounted services which are detailed at the point of signup. This discount does not apply to services or tests which are not described at the point of signup. Doctorcall reserves the right to change or remove the level of discount available at any time. Doctorcall will periodically review our pricing structure, including those for members.
Fair Use Policy
- While the Doctorcall membership provides access to home visits and telephone/video consultations, a fair use policy is implemented to ensure equitable utilisation of resources. Concierge membership is not for patients with acute or chronic conditions necessitating regular care. We may refuse this membership or take you off Concierge membership if this applies to your case.
- The fair use policy establishes a reasonable limit on the number of home visits per Member per year to maintain the quality and availability of services.
- The average number of visits per patient per year is 2.5, and therefore, fair use is set at 6 visits per year as well as 6 telephone or video consultations.
Exceeding Fair Use Limit
- In the event that a Member exceeds the fair use limit, the Provider reserves the right to review the utilisation and discuss potential options with the Member.
- Additional visits beyond the fair use limit may be subject to additional charges or adjustments to the membership terms, which will be communicated to the Member in advance.
Modification of Fair Use Policy
- The Provider reserves the right to modify the fair use policy, including the number of visits considered fair use, with advance notice to the Members.
- Any modifications to the fair use policy will be communicated via email or other means of communication provided by the Member.
By participating in Doctorcall membership, you acknowledge and agree to abide by the fair use policy outlined above. The fair use policy aims to ensure that the services are equitably distributed among Members while maintaining the quality and availability of healthcare resources.
Annual health checks for our Concierge members are on request only.
Telephone and Video consultations
UK residents can use Doctorcall video and telephone consultations while overseas. However, the Doctorcall doctors are based in the UK and your consultation is deemed to have taken place in the UK. Any claim can only be brought in the UK and will be governed by UK law.
Non-UK residents can use video and telephone consultations only while they are in the UK.
Doctorcall does not guarantee that a telephone or video consultation is the best course of accessing advice or indeed the appropriate course of treatment for your particular healthcare concern or medical issue.
Our doctors can admit patients to NHS hospitals in emergencies, but our elective referrals are all to the private sector.
Prescriptions, sick notes and other certificates are issued at our doctor’s discretion.
If you have a very urgent medical emergency you should not use this service and instead, you should call 999. In the case of a heart attack, stroke or unconsciousness the safest option is an emergency ambulance.
Remote consultations are not the same as face-to-face consultations where the doctor may pick up more clues and is able to examine you. A video consultation is considerably better than a telephone one.
Our doctors may need to ask sensitive medical questions as part of your telephone or video consultation. Please ensure you are in a quiet, confidential place at your chosen time, free from interruptions.
You will need to make sure that you are in an area where your network or internet connection is not likely to be interrupted. This is especially important if you intend to use your mobile telephone for your telephone or video consultation.
Cancellation of a telephone or video consultation
Telephone and video consultations can be cancelled without charge up to the appointment time.
Missed telephone and video consultations will be charged at the full rate.
Promotional discounts
Coupons, discounts and promotional discount codes offered by doctorcall.co.uk are valid only for use as part of a purchase made via doctorcall.co.uk. Such promotional discounts are not valid for use as part of a purchase in Doctorcall clinics, or for telephone orders, unless otherwise stated.
General Website Terms
Access
You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.
Registration
You warrant that:
- The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and
- You will notify us immediately of any changes.
You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
The information you provide will be treated with the strictest of confidence. It will be used to create a patient record in our clinical system(s). We may need to pass on all or part of this information to some healthcare partners, such as blood testing labs or X-ray centres, depending on what kind of appointment you are having.
You are able to obtain a copy of the data we hold of you at any time for free by requesting it in writing.
We never use any of the information you provide for marketing purposes without your consent and we never sell it to third parties.
We may use your anonymised information for medical audit purposes. This is to maintain safe practice and to enable service improvement.
Indemnity
You agree to fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your account and/or your Personal Information.
Our rights
We reserve the right to:
- Modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
- Change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.
Privacy and cookies
To view our privacy policy or cookies policy, please use the following links:
Intellectual property and right to use
You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors. You acknowledge and agree that the material and content contained within the Website are made available for your personal non-commercial use only and that you may (if necessary to make a Purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.
Complaints
All complaints should include sufficient information to allow investigations. These are responded to in line with our complaints procedure: Doctorcall acknowledges all complaints within two working days of receipt. Doctorcall provides a definitive response within 28 days of receipt.
Compliance with laws
The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.
Limitation of liability
While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an “as is” and “as available” basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.
We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the website or the server that makes it available is free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.
To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.
We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:
- Any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
- Any loss of goodwill or reputation; or
- Any special or indirect losses
suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.
Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.
Severance
If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.
Waiver
No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.
Survival
Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.
Entire agreement
These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what Doctorcall and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.
Law
The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.
Email disclaimer
The content of this message is confidential. If you have received it by mistake, please inform us and then delete the message. It is forbidden to copy, forward, or in any way reveal the contents of this message to anyone. The integrity and security of this email cannot be guaranteed. Therefore, the sender will not be held liable for any damage caused by the message.
Warning: Although the company has taken reasonable precautions to ensure no viruses are present in this email, the company cannot accept responsibility for any loss or damage arising from the use of this email or attachments.
Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of the company are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Any such communication is contrary to company policy and outside the scope of the employment of the individual concerned. The company will not accept any liability in respect of such communication, and the employee responsible will be personally liable for any damages or other liability arising.
Contact
For any queries regarding our service, please contact us via email, phone or post.
Company Details
Doctorcall Limited
Registered in England and Wales No. 02352745; Registered Office: 121 Harley Street, London W1G 6AX
Doctorcall Occupational Health Limited
Registered in England and Wales No. 05909339; Registered Office: 121 Harley Street, London W1G 6AX