Terms and Conditions
OPENING HOURS & ON-CALL:
The Practice opening hours are fixed by the Company and are subject to change without prior notice, but are currently Monday to Friday 8.30am - 6.00pm.
The Company may at any time close the practice premises or any part thereof, without prior notice, in order to execute necessary repairs, alterations, redecoration or otherwise.
The Practice is closed on bank and public holidays, but patients have 24/7-hour access to GP cover outside Practice opening hours at charges set out in the GP on-call services schedule.
This is currently provided by DOCTORCALL. In the event of needing assistance please call 03442579510.
DATA PROTECTION
It is necessary for the purpose of providing registered patients with health advice and support for the Company to retain data concerning patients’ identities, contact details and general health on file.
By signing the Membership Application Form or Patient Registration Form, you expressly consent to the Company having authority to keep this data for the duration of your registration for up to two years afterwards; or if the registration is refused for any reason, for the period of two years from the date you completed this form in order to assist the Company to provide you with the best possible service.
FEEDBACK AND COMPLAINTS
Dr Fiona McAndrew is committed to delivering a high-quality, patient-focused private General Practitioner service. However, there may be occasions where patients wish to give feedback, raise concerns, or make a complaint about their treatment or any other matter connected with the services they receive.
Positive or constructive feedback is always much appreciated. However, if you are unhappy with our facilities or service, we recommend raising any issues as soon as possible so we can promptly and accurately respond. We will investigate the situation to react and take positive action where necessary. Either our GPs or other members of staff will be happy to help.
If you are not completely satisfied, you may put your comments in writing.
The complaints manager is Valentina Fasciani, and she can be contacted via email at info@fmcandrew.co.uk or by post at: 10 Pennant Mews, London W8 5JN.
Our complaints procedure ensures that your complaint is dealt with confidentially and quickly.
If you are not completely satisfied with the resolution provided and would like to escalate your complaint, our GPs are registered IDF members (Independent Doctors Federation) which does provide an ad hoc patients complaint service available on their website, providing instructions on how to proceed. Please see link below:
https://www.idf.co.uk/patients/patient-complaints.aspx
Complaints will be dealt with per Policy 21, Care Quality Commission, Fundamental Standards, Complaints.
LIABILITY
The company will not accept liability for any damage or loss to patients’ or their guests’ personal property brought onto Practice premises.
TERMS AND CONDITIONS
CONDITIONS APPLICABLE TO REGISTERED PATIENTS AND MEMBERS
i. Minimum Membership period is one year.
ii. After the minimum membership period of one year cancellation will require 30 days written notice to be sent to the Practice Manager. Further details of the cancellation procedure are set out below (see point iv).
iii. It is a condition of the membership scheme that all Members agree to pay the fees contained in these Terms and Conditions and agree to be bound by these Terms and Conditions.
These Terms and Conditions may be revoked, altered, or added to from time to time by the Company without prior notification to Members. Changes to our fees will be notified to Members on our website.
iv. Monthly membership must be paid by Worldpay monthly payments and the practice will email a link to sign up to this payment system. Alternatively, we also offer a 5% discount to members who sign up to the annual membership scheme fees with a single payment at the start of the Membership year.
v. Annual Membership shall commence when the first payment is received and on the receipt of completed and signed forms by the Practice Manager.
vi. Treatment not covered by the monthly or annual Membership payment should be paid for at the time of the consultation.
vii. While an Annual health check (Medical) is included in the membership, there may be further tests requested as a result of this health check which may incur additional charges.
Where such fees apply, we will notify Members in advance.
viii. Membership is non-transferrable and non-refundable.
ix. A full price list of all aspects of treatment not covered by Membership is available from the Practice Manager upon request at any time.
x. Repeat prescriptions are free of charge to Members. The cost of medications prescribed is not covered by any of the Membership schemes.
Members are entitled to unlimited access to the following services at no extra charge.
xi. Although members may use the GP telephone consultation service, they should understand that the Doctors may require face-to-face consultation in line with their clinical judgement in order to make satisfactory and safe diagnoses and provide clinically appropriate advice.
xii. It is the Member’s responsibility to notify us of any changes in the Membership details e.g., change of address, telephone numbers, email addresses and the age of children when they outgrow a fee band.
xiii. At all times the Company reserves the right to refuse an application for Membership from any applicant at its sole discretion. The Company may terminate membership at any time without notice. In such circumstances all fees in credit will be refunded pro rata.
xiv. The Company will try to keep you informed of developments and changes to the membership, products, and services, but if members do not wish to receive information from the company the member should inform the Practice Manager of their communication preferences.