GP Terms and Conditions
1. Nuffield Health is a company limited by guarantee, registered in England & Wales with Company No. 0576970 and registered as a charity in England and Wales with Charity No. 205533 (‘‘Nuffield’, ‘we’, ‘us’ or ‘our’).
2. We provide face-to-face GP services (‘the Services’) at our various Nuffield facilities across the UK.
3. These GP Terms and Conditions form a binding contract (‘Contract’) between you, the patient (‘Patient, ‘You’ or ‘Your’), with Nuffield. Your use of the Services are bound by these Terms and Conditions so please take the time to read them carefully and make sure you have understood them.
4.1. Face-to-face appointments will be with a qualified GP who is registered with the General Medical Council.
4.2. The opening times of each Nuffield facility offering the Services varies. Please contact the facility where you are using/intend to use the Services (‘Clinic’) for opening hours.
4.3. Appointments are subject to availability. If you request an appointment with a specific GP, we will endeavour to honour your request, subject again to availability.
5. Accessing the Services
Our Services are available to any person aged eighteen (18) or over. There are three (3) ways to access the Services (subject to our agreement with your employer):
5.1. Corporate Healthcare Scheme
If your employer has an employee healthcare scheme and they offer the Services as an employee benefit: or
5.2. Self Pay - Corporate Discount
Your employer may provide you with a corporate discount for the Services, which is part of your employee benefits package: or
5.3. Self Pay
You book the Services directly with Nuffield and you pay Nuffield directly for the Services.
6. Corporate Healthcare Schemes
6.1. If you are accessing the Services via your employer’s healthcare scheme the Services will be subject to any terms and conditions or rules relating to the healthcare scheme. In the event of dispute between the healthcare scheme terms and this Contract, the terms of this Contract will prevail;
6.3. If you cancel, amend or are late for an Appointment you may be liable to pay the full cost of the Appointment, in accordance with clauses 7.2, 8.2 and 9 respectively.
7. Self Pay – Corporate Discount
If the Services are available on a self-pay basis, you will be responsible for booking and paying for the Services in accordance with clause 9 and clause 10 of this Contract respectively. The fees in relation to the Services will have been negotiated with your employer and Nuffield in advance and will be listed on your employer’s intranet or benefits site. The fees are subject to change from time to time. You will pay Nuffield directly for the Services.
8. Self Pay
If the Services are available on a self-pay basis, you will be responsible for booking and paying for the Services in accordance with clause 9 and clause 10 of this Contract respectively. The fees in relation to the Services will either be available at: www.nuffieldhealth.com or you may need to contact us. Fees may vary from time to time.
9. Booking your Appointment
9.1. To book an Appointment you can either:
9.1.1.call our Contact Centre on: 0330 123 6200; or
9.1.2. speak to the receptionist at the Clinic in person.
10.1. If you are accessing the Services in accordance with 5.2 or 5.3, you must pay for all Appointments in full prior to or at the time of booking.
10.2. In addition to your Appointment, depending on your treatment, you may be required to pay for:
10.2.1. Pathology tests; and/or
10.2.2. Vaccinations; and/or
10.2.3. Prescribed medicine(s):
10.3. You will be responsible for paying for pathology tests and/or vaccinations before they are processed.
10.4. Further information regarding prescribed medicines and paying for prescriptions can be found in clause 17.
10.5. Charges for pathology tests and vaccinations can be paid for by either:
10.5.1. calling our Contact Centre on: 0330 123 6200; or
10.5.2. paying at the reception desk in the Clinic, in person:
10.6. We accept all major debit and credit cards, including American Express as payment method when paying for Appointments.
11. Medical Form & Accuracy
11.1. When you first register with us, you will be required to complete a form which requires you to provide details of your medical history (‘the Form’). The completed Form will be reviewed by the GP carrying out your Appointment;
11.2. You must complete the Form as accurately and comprehensively as possible. If you fail to do so it may impact the advice given or the decisions made by the GP about your health and/or treatment. If you provide inaccurate, false or incomplete information to the GP, Nuffield will not be responsible for any consequences as a result
12.1. To cancel an existing Appointment you can either:
12.1.1. call our Contact Centre on: 0300 123 6200; or
12.1.2. speak to the receptionist at the Clinic in person.
12.2. If you cancel your appointment more than twenty four (24) hours before the start of your Appointment, your Appointment will be cancelled and if you have paid for the Appointment you will be refunded in full. If your employer has paid for the Appointment as part of an employee healthcare scheme, we will refund your employer in full for the Appointment.
12.3. If you cancel less than twenty four (24) hours before the start of your Appointment or fail to attend the Appointment, you will be liable for the full cost of the Appointment and no refund will be given. If your employer has paid for the Appointment as part of your employee healthcare scheme, your employer will not receive a refund from us and depending on the terms of your healthcare scheme, your employer may seek to recover the cost of the Appointment from you. Please be advised that persistent cancelation may breach our Fair Usage Policy in accordance with clause 15. 12.4. If we have to cancel your Appointment for any reason, we will give you at least twenty four (24) hours’ prior notice of any such cancellation and your Appointment will be rearranged within two (2) hours of your original Appointment time wherever possible. If we are unable to give you at least twenty four (24) hours’ prior notice of any cancellation the cancelled Appointment will be rearranged or a full refund will be given for the Appointment, to be decided at our discretion.
12.5. Any rearranged Appointment will be at a time mutually agreed between you and the Clinic.
12.6. If you are owed a refund as set out in clause 12 above, we will process any refund within thirty (30) days of having notified you that a refund is owed to you. The refund will usually be paid via the same method of payment you used, unless agreed differently between you and Nuffield.
13. Amending your Appointment
13.1. To amend an existing Appointment you can either:
13.1.1. call our Contact Centre on: 0330 123 6200; or
13.1.2. speak to the receptionist at the Clinic in person.
13.2. After you have booked your Appointment, you will be able to amend the time of your Appointment up to two (2) hours before the original time of your Appointment. If you amend your appointment less than two (2) hours before the original time of your Appointment you will have been deemed to have cancelled your Appointment and clause 12.3 shall apply.
14. Late Attendance
If you are running late to an Appointment we would advise you to ring ahead and inform the Clinic. If you attend an Appointment more than five (5) minutes late or do not attend your Appointment, we reserve the right to cancel your Appointment and no refund will be given. If your employer has paid for the Appointment as part of your employee healthcare scheme, your employer will not receive a refund from us and depending on the terms of your healthcare scheme, your employer may seek to recover the cost of the Appointment from you. Entirely at the direction of the Clinic and subject to availability, if you are more than five (5) minutes late the Clinic may allow you to attend your Appointment for the remainder of the 15 minute slot or offer you an alternative Appointment with another GP.
15. Fair Usage
15.1. We operate a ‘Fair Usage Policy’ which means we reserve the right to refuse to provide the Services to anyone who, at Nuffield’s discretion, does not use the Services ‘fairly’. Unfair use of the Services may include but shall not be limited to the following:
15.1.1. What we deem to be excessive use the Services; and/or
15.1.2. Persistent cancellation of Appointments; and/or
15.1.3. Persistently not turning up for Appointments; and/or
15.1.4. Exhibiting offensive, aggressive or inappropriate behaviour or using offensive or inappropriate language, either to our staff or within the Clinic;
15.2. If Nuffield, at our sole discretion, deem you to have behaved in a way or used the Services in a way that is not consistent with our Fair Usage Policy we may refuse to continue providing you with the Services and any booked Appointments may be cancelled. If you have accessed the Services in accordance with clause 5.1, we will inform your employer that you have been refused further access to the Services and provide reasons for our refusal.
15.3. You can appeal any decision made in accordance with 14.2 above via our complaints process. Further information on our complaints process can be found in clause 18.
16.1. Should the GP taking your Appointment consider a referral appropriate, they will refer you to a specialist consultant. Referrals will either be:
An open referral will not specify the name of a specific consultant, just the nature of the referral e.g. this patient is being referred to a dermatology specialist for a skin condition; or
A named referral will refer you to a specific consultant of your choosing, or as recommended by your GP:
16.2. Once you have been referred, you may either arrange for further treatment via:
16.2.1. your private medical insurance (if you have such an insurance policy and your policy covers the referral); or
16.2.2. Self Pay; or
16.2.3. your NHS GP.
16.3. To assist you with your onward referral, Nuffield Health also provide a referral concierge service which will assist you in selecting your preferred provider, location and consultant for your onward care. The concierge service will assist with booking appointments where possible.
17. Private Prescriptions
17.1. In your GP’s professional opinion, if they consider you would benefit from medicine they will prescribe you medicine in accordance with applicable industry guidelines and standards:
17.2. If your GP has prescribed you medicine they will provide a private prescription form during or on the day of your Appointment:
17.3. You will be required to pay for private prescriptions:
17.4.You are able to redeem the prescription and pay for your private prescription at any UK dispensing pharmacy:
17.5. We advise you to keep your registered NHS GP up to date with any medicine you have been prescribed by our GPs:
17.6. Should you have any adverse reactions or side effects to any medicine that you have been prescribed by one our GPs you must promptly seek medical advice either from the dispensing pharmacy who dispensed the medicine to you, the Nuffield GP who prescribed you the medicine, or your NHS GP.
If you wish to raise a complaint regarding the Services you can either speak to a member of Nuffield staff at the Clinic or raise a complaint via the Nuffield website: https://www.nuffieldhealth.com/contact-us/complaints-procedure.
19. Data Protection
20. Our Liability to You
20.1. We do not in any way exclude our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation, or which by applicable law cannot otherwise be excluded or limited:
20.2. We exclude, to the fullest extent permitted by law:
20.2.1. all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity; and
20.2.2. all liability for any losses or damage that are not foreseeable or which were not in your and our contemplation when we entered into this Contract (known as ‘indirect or consequential loss or damage) including, but not limited to, liability for loss of income or revenue; loss of business; loss of profits; loss of anticipated savings; or loss of goodwill:
20.3. Subject to 21.2.1 and 21.2.2 above, in no event shall our total liability to you (for anyone event or series of related events) exceed in total 150% of the total amount paid by you for the Services in the 12 months immediately preceding the first incident out of which the liability arose.
Nothing in these terms and conditions will affect your legal rights as a consumer.
21. Unforeseen Circumstances & Events Outside of our Control
We are not responsible for events that are out of our control or unforeseen circumstances. If the Clinic is closed or the running of the Services is affected by an event outside our control or an unforeseen circumstance then we will contact you as soon as possible if you have an Appointment booked to let you know and we will take steps to minimise the effect of the event or circumstance. Provided we do this, we will not be liable for short-term closure or disruption caused by the event or circumstance in question (‘short term’ means thirty (30) days or less). However, if there is a risk of long term closure or severe disruption to the Services at your Clinic (‘long-term’ means in excess of thirty (30) days), we will look to find you an alternative GP at one of our other facilities, assuming there is another facility within a reasonable distance from your Clinic and there is a GP on site. Such alternative placement is strictly subject to availability. If an alternative placement is not available or possible, you may contact us to receive a refund for any sums you have paid in advance for Appointments that you have been unable to attend due to the long term closure or severe disruption.
22. Suspending the Service
We may have to suspend the Services for any reason, including but not limited to: changes to regulatory requirements imposed by the General Medical Council or the Care Quality Commission.
Where possible, we will contact you in advance if you have an Appointment booked to tell you we will be suspending the Services, and try to find you an alternative GP at another facility, assuming there is another facility within a reasonable distance from your Clinic and there is a GP on site with availability. If the issue is urgent or there is an emergency this may not be possible. If we have to suspend the services for longer than fourteen (14) days you will be entitled to a full refund for any Appointments already paid for that you have been unable to attend due to the suspension.
23. Transferring our Rights
We may transfer our rights and obligations under this Agreement to another organisation and you will be notified of any such transfer if you have an Appointment booked with us, which will take place after the transfer.
24. Parties to this Contract
Only you and we have any rights under this Contract. This Contract is between you and us. No other person shall have any rights to enforce any of its terms.
25. Separate Clauses
If a court finds any part of this Contract illegal, unlawful or unenforceable, the remainder of this Contract will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are illegal, unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
26. Enforcing this Contract
If we delay in enforcing this Contract, or any term of it, we may enforce it later. If we do not insist immediately that you do anything you are required to do under this Contract, or if we delay in taking steps against you in respect of any breach by you of this Contract, that will not mean that you do not have to do those things or can prevent us taking steps to enforce our rights at a later date.
27. The Law Governing this Contract
Your Contract with us is governed by the laws of England and Wales and you can bring legal proceedings in the English courts. If you live in Scotland, you can bring legal proceedings in respect of this Contract in the English or Scottish courts. If you live in Northern Ireland you can bring legal proceedings in respect of this Contract in either the Northern Irish or English courts.
28. Amending these Terms & Conditions
We reserve the right to amend the Contract and these terms & conditions at any time. If we make any substantial changes to the Contract then we will publish such changes on our website. It is your responsibility to ensure you have read and understood the contents of this Contract each time you use the Services.