Useful Information

Appointments:

• Our practice is open 5 days a week, Monday to Friday, from 8.30am to 6.30pm.
• Please let us know if you would like a Saturday or Sunday appointment. Weekend appointments are available on request.
• Please contact us if you are unsure how long you will need with the doctor.
• Please contact us if the appointment day or time you require is not available online, and we will try and accommodate you.

Appointments Terms & Conditions:

• New patients that have not registered or been seen at the practice before will need to book a new patient appointment on the booking system.
• If you do not attend any booked appointment you will be charged the full consultation price.
• Late cancellation of appointment – Full consultation price is charged unless cancelled more than 24 hours in advance.
• Late for appointment – If you are late for your appointment you may not be seen and may be charged, this is at the discretion of your doctor. We understand that situations may arise delaying you for your appointment. Please try and warn us in advance if you are going to be late and we will try and accommodate you as best we can. We will advise whether there is a slightly later appointment that is available or whether you need to re-book.
• Flexible booking system – Our flexible booking system allows you to book your appointments according to the type or number of problems you have. If you book a short appointment and more time is required, we will endeavour to make this available. Please note that we cannot guarantee that this time will be available on the day of your original appointment. Extra time is only available in 15 minute intervals and there will be a charge for this.

Membership Terms & Conditions:

• Membership provides an affordable and fixed cost spread across 12 months, irrespective of the use the member makes of the included services.
• Membership payments are payable by direct debit monthly or annually in advance.
• A minimum contract term of 12 months applies, which commences on the date of purchase.
• You may cancel in the first 14 days (‘cooling off’ period) and then after an initial 12-month period with 1 months written notice.
• If you cancel during the cooling off period we request treatments and consultations that have taken place in this period to be paid in full at our standard prices.
• Cancellation of the membership within the 12-month period will be subject to cancellation fees and consultations that have taken place in this period are to be paid in full at our standard prices.
• Membership prices are subject to review and change.
• For new patients, the first integrative medical appointment or first GP appointment that is used, will be for 1 hour or 30 minutes respectively, and in clinic only. Subsequent appointments can then be arranged in clinic, or remotely by telephone or video.

• Home & Away Visits are inclusive of 30 minutes total travel time from the doctor’s base at 121 Crawford Street, London, W1U 6BE. If the travel time is more than this, it will be charged at a rate of £35 for 15 minutes, or alternatively additional visits within the membership level can be used against the travel time. Additional visits allocated to the membership level can also be used towards longer consultation time.

Fees & Payments:

• All major credit cards and cash payments are accepted at Healthcure. Payment by BACS is also possible. All charges are to be settled on the day of an appointment.
• Credit or debit card statements will show ‘Healthcure’ as the statement descriptor.
• Late cancellation of appointment (less than 24 hours before the scheduled appointment) and not attending the booked appointment will incur a full consultation fee for the length of the appointment booked. If this has not been paid for via the online booking system, we will invoice you the cost of the appointment.
• All invoices must be settled within 14 days of receipt to avoid incurring interest on the amount owed.
• The cost of all remote appointments (video and telephone) must be settled prior to the appointment starting.
• Consultation fees are subject to review and change.
• Consultation fees may occasionally vary as we charge for our time both during the consultation and any administration that may be involved. If this is the case you will be notified in advance.
• If you require a receipt for insurance purposes, please request this when you settle your bill.
• Please contact your insurer regarding their claims policy. You can inform them that Healthcure is an independent private general practice clinic. Healthcure is unable to accept direct payment from UK private medical insurance providers. If you have any questions regarding insurance, please speak with one of our team.

Medications & Prescriptions:

• Please note that our doctors do not prescribe Schedule 1-3 controlled drugs (e.g. morphine, methadone). If you believe that you require controlled drugs we can recommend your nearest NHS GP surgery or local specialist service.
• Please note, for any prescriptions for specific, specialist medications, we would require formal written documentation from your specialist Consultant before we consider prescribing.

Chaperone:

• You have the right to have a chaperone present during any consultation or treatment. Alternatively, you may wish to bring a chaperone with you.

Feedback & Complaints:

• Healthcure welcomes feedback (positive or negative) and adheres to a strict complaints procedure, details of which are available upon request. Please email any feedback to info@healthcure.co.uk.
• If you are an unhappy about any of the services or care that we have provided, a complaints procedure has been set up, ensuring all grievances are dealt with quickly and efficiently for the benefit of all parties concerned. We deal with all feedback and complaints in a caring and sensitive way, and take any complaint or concern very seriously. Please contact the practice to register a complaint or discuss any concerns that you have about your treatment.
• If you are unhappy with the outcome of an informal discussion, or would like your complaint investigated further, you can make a formal written complaint to the practice. We will acknowledge receipt of the complaint within 2 working days. Complaints will be investigated by Dr Hansi. Every effort will be made to complete these investigations within 7 days. After a thorough investigation, a meeting will then be arranged where the matter can be discussed openly, recorded and hopefully resolved. A full response in writing, setting out the conclusion of the investigation and any action, is to be made within 20 working days of receipt of the complaint. If you wish to raise an informal complaint please contact Dr Hansi via the contact details section on www.healthure.co.uk or by sending an email to info@healthcure.co.uk. If you wish to make a formal complaint, a copy of our Complaints Policy & Procedure is available on request.

Investigations:

• We are fortunate to have access to a wide array of investigations. The cost of any investigations is separate to the cost of your consultation or membership. The price of investigations will be discussed with you upon recommendations by your Healthcure professional or on request. These prices are subject to review and change.
• If your test results show anything suspicious, we will promptly arrange further investigations and help you to see a private specialist or NHS GP for follow up.

Statement of confidentiality:

• When you register your personal details with us we will open a confidential medical record for you. These are subject to the same strict rules of confidentiality that you would expect of any medical records. No information will be passed to any third party without your consent, unless in a medical emergency where it may be deemed to be in your best interest. Hansi Health Ltd is registered with the Information Commissioner’s Office (ICO) and adheres to the requirements of the Data Protection Act 1998.

Accessing your health records:

• You have the right to see and have access to your medical records at any time. You may request a copy of your records and we will provide a copy within 7 working days of receiving a valid, written consent. We may charge a small administrative fee and will advise you of this upon your request.

Usual GP

• Your usual GP should have an up to date and complete record of your healthcare. We encourage you to discuss and share any visits or treatment you receive from another GP, specialist or allied health professional with us. This will facilitate a complete view of your health needs.
• If we are not your usual GP, we will need your permission to share information regarding your visits and treatment with them. We recommend doing this to ensure that they are aware of your health, and any recommendations or treatments that have been received. We will always seek your consent before this information is shared.

Emergency medical care:

• We advise you to remain on the list with an NHS GP, close to your home, to ensure assistance in the event of a medical emergency. We do not normally have access to NHS clinics except for accident and emergency, sexual health and family planning clinics.
• In the event of a medical emergency please call 999 or go directly to your nearest accident and emergency department. Prompt action is required in life threatening situations as any delay may make a patient less suitable or less responsive to potentially lifesaving treatment. If in doubt, seek urgent medical advice rather than attempting to contact your usual medical practitioner.
• The following list, although the not exhaustive, indicates situations where treatment is immediately necessary and a GP consultation is not appropriate: loss of consciousness, sudden onset of confusion, seizure, chest pain, breathing difficulties, severe burns or scalds, severe allergic reactions, severe bleeding.

Out of Hours

• If you require a Doctor outside of clinic hours, please contact 111 for medical advice and they can advise you with regards to the options for medical assistance, dependent on need and urgency.

• If you require an urgent appointment with Healthcure please email info@healthcure.co.uk, use the contact form on our website or leave a voice, text or WhatsApp message on our clinic mobile number +44 (0)7948 407983.

The General Medical Council (GMC)

Our doctors have full registration with the General Medical Council, and are on the specialist register to practice as general practitioners. They comply with the Good Practice principles and values. They are subject to yearly appraisals and revalidation. Our Doctors all have enhanced DBS (CRB) checks. Our doctors hold appropriate medical indemnity insurance.