Terms & Conditions

A GP service is not the best place to treat emergency presentations and delay in accessing emergency help may result in a worse outcome.

1. We are Anglim Health, a private GP service. Anglim Health Limited is a limited company, registered at company house, and our company number is 15333585. Our registered office is 18 Langton Place, Bury St Edmunds, IP33 1NE. Anglim Health operates from Moseley’s Farm Business Centre, Bury St Edmunds, IP28 6JY.
2. Doctors
   1. Our doctors are registered with the GMC and our GPs are on the GMC GP register, have a licence to practice and undergo annual appraisal and the 5 yearly revalidation process. Our clinic is registered with the CQC to provide the medical services that we offer. All doctors hold appropriate indemnity cover for the role and medical treatment they provide at Anglim Health. Dr Bryan Anglim is the CQC registered manager.
   2. Our doctors are aware of and follow the GMC good practice guidelines.
3. Our Service
   1. Members will have access to a private GP during the clinic opening times. Clinic opening times will be published on our website. Private GP services can be accessed by telephone, email, face to face in person consultation or where appropriate home visit. Access to GPs for members is in line with our fair use policy. Out of hours members can contact their private GP by telephone or email. The private GP will endeavour to respond to telephone or email messages within a reasonable timeframe, there are times where a response will not be generated until the next clinic opening time.
   2. We will provide private prescriptions for medications where deemed appropriate by the GP. Private prescriptions will have to be actioned by a UK based pharmacy. They are processed on a private basis and the cost of those medications has to be agreed between the patient and pharmacy. The GP cannot be aware of or responsible for the availability of medications or time taken to access medications through a pharmacy. Patients are free to choose any pharmacy. Providing a prescription is totally at the discretion of the GP or prescriber. You agree that any prescription provided to you is for your own personal use and should not be shared. You agree to keep your prescription safe and secure. In the instance of lost prescription or medication the issuance of a copy or another prescription is at the discretion of the doctor and may incur an extra charge.
   3. We do not prescribe medication directly for the treatment of addiction but are happy to provide a referral to an appropriate specialist service if needed.
   4. We will not routinely provide specialist medications which are not routinely provided by GPs, but may solely at the discretion of the GP provide prescription on a shared care basis with a specialist service.
   5. We will provide referrals to other health care providers on a private basis. Those will charge for the healthcare provided and the decision to access those services, fees for those services and meeting the costs of those services is the responsibility of the patient. If a patient is using insurance to access an onward referral, the patient is responsible for checking that the insurance product will fully meet the cost of intervention.
   6. Whist trying to make your personal GP or GPs available as much as possible, there will be times when GP services will need to be delivered by a locum GP or another GP within the group. This may include periods of annual leave, sickness leave, parental leave, study leave or other absence. In some instances high demand might mean that your service will be delivered by another suitably trained professional.
   7. Blood tests, other investigations, and complex medical interventions like joint injections, minor operations and contraceptive procedures are not part of the membership service and an extra fee will apply. You are not obliged to pay for and have investigations recommended by the GP but the clinic and individual GPs cannot be liable in those circumstances. You can ask an NHS GP to consider the investigations suggested by our service, but they are under no obligation to agree or suggest the same investigations.
   8. Nursing appointments are not part of the membership service and an extra fee will apply. In circumstances where a doctor provides a nursing service the same nursing fee will apply.
   9. Administrative work including insurance forms, medical or health assessments, private sick notes, letters for travel, employers or schools can be provided for an extra fee.
   10. Appointments will be provided at a time which is manageable for the clinic and as convenient as possible for the patient. While every attempt possible will be made to see patients at their allotted time, the nature of providing healthcare can be unpredictable and in some instances there will be a delay or an appointment may have to be rearranged.
   11. Appointments will be allocated either 15, 20 or 30 minute slots.
   12. Members can cancel or rearrange appointments by contacting the clinic at any time before their appointment. Members arriving after their appointment may be accommodated where possible, but only if it does not impact on other appointments. Alternatively they will be offered an alternative appointment time. Similarly patients attending early for their appointment will be accommodated if that does not impact on other booked patents or activities.
   13. Non-members who have pre-paid for an appointment should attend their appointment on time. Failure to attend or attending late will result in the patent forfeiting their appointment fee. At the complete discretion of the clinic we may choose to offer to accommodate or rearrange an appointment for a patient attending late.
   14. Home visits can be arranged where there is a clinical need. We are unable to offer chaperones for home visits and as such intimate examination are unlikely to be offered. In those circumstances the GP is likely to suggest a follow up appointment in the clinic.
   15. Appointments for children should normally be attended by their parent. Children who are competent may choose to access appointments independently. The clinic and it’s staff will follow the national laws and guidelines with regards to children accessing medical care including guidelines for Gillick Competence or Frazer guidelines for contraception and sexual healthcare. All staff will have children’s safeguarding training appropriate for their role and follow laws and guidelines regarding child safeguarding. If you would like more information about children accessing care directly, please speak to a member of team or ask to see our Children Directly Accessing Care Policy
4. Fees and Payments
   1. Full details of our membership costs are available on our website, at the clinic or through discussion with our team. Membership will begin with the completion of membership paperwork, completion of the payment instruction and the first payment including where applicable the joining fee.
   2. Included with membership is unrestricted access to appointments with a GP. This includes telephone appointments, email appointments, face to face clinic appointments and where appropriate home visits. Members will have prescriptions including repeat prescriptions, referral letters and imagine referrals completed without additional charge. Simple tests including urine multisitx dipsticks and urine pregnancy tests will be provided for free where the clinic deems it appropriate.
   3. Fees for additional paid for services may be paid for up front, or at the discretion of the surgery added to the next routine payment.
   4. Fees for non-members will be as per our website and should be paid at the time of booking.
   5. The clinic may offer a quote for non-standard services including but not limited to home visits for non-members or complex medicals.
   6. Failure to make a payment due under this agreement will result in interest being charged at 8% per annum above the Barclays Bank base rate. The interest will accrue daily from the day the payment is due until settled in full. Additional charges may be added for costs incurred to collect payment.
5. Fair Use Policy
   1. Members are expected to access their GP freely and easily as required to meet their needs. In some instances where the use of services is high, separate arrangements and fees will need to be agreed to continue providing a service.
   2. As a general guide NHS patients access GP appointments on average 3 times a year, our threshold for assessing fair use is 12 appointments per year.
   3. If that threshold is met or appointment usage indicates that it will be passed, you may be invited in to discuss a bespoke membership package as long as the clinical team feel they can still safely meet your needs. This may include a higher monthly fee, an additional charge for appointments above a threshold, a combination of the above, or other agreement.
   4. Use of appointments above the fair use threshold does not necessarily mean appointment usage is inappropriate, just that the standard membership service is not suitable to meet the needs.
   5. Home visits are provided for members where a short term medical cause means they cannot access a face to face appointment at the clinic; and a clinician feels that a face to face medical review is needed. The fair use policy steps as outlined in 5.3 will also be activated if home visits are requested when they are not medically necessary or if for underlying health needs a higher number of home visits are required.
   6. Regularly missing or late cancellation of appointments may also result in activating the fair use policy as outlined in 5.3.
   7. Membership may be suspended or ultimately cancelled if a member does not immediately respond to or organise a meeting or discussion in line with the fair use policy.
6. Bespoke membership
   1. Special membership arrangements can be discussed and agreed with patients if they require a higher intensity service. This might include individuals requiring home visits for every face to face review (through preference or illness), requiring a higher number of appointments or patients in a residential or nursing home.
7. Your obligations
   1. We can only provide high quality healthcare if we are provided with the information to do so, this includes discussion with the doctor, written information provided to us or electronic information provided to us. Any written information provided must be in English or accompanied by a professional translation.
   2. You agree that you shall follow instructions given by the doctors, follow instructions regarding the use of medication and medical equipment, report any adverse or side effects from treatments to us and inform us if you have a change in circumstances or if any information we hold about you is known to be inaccurate.
8. Data and privacy
   1. We are registered with the Information Commissioner’s Office and adhere to date regulations as required in the UK.
   2. You agree to us processing information about you as required to deliver our service.
   3. We will not routinely divulge any information about you without consent. We may choose to share information without consent in some circumstances including during a medical emergency where we cannot establish consent to share information, if required to share information because of safeguarding concerns, if compelled to share information by law or court order. We will follow GMC guidance about sharing information about patients.
9. NHS GP or NHS services
   1. It is understood that no third party, including your NHS GP, NHS hospital specialist or other private sector clinician is obliged to follow or action any instruction provided by our clinic or doctors.
10. Autonomy of decisions
    1. Our team will routinely involve patients directly in the decision making process. And patients ultimately have the choice of declining (including declining to pay for) further tests, medications, onward referral or review appointment. The clinic or it’s clinicians will assume no responsibility for declining tests, medication, onward referral or review appointment.
11. Ending the agreement with us
    1. You may end your agreement with us
       1. If the clinic is no longer able to provide services as agreed
       2. If there is a material change to the terms and conditions and you cannot agree to those changes
       3. Within 14 days of starting your membership with a full refund of your joining fee, if no services have been used
       4. Within 14 days of starting your membership, with a full refund of your joining fee if any services you have used since becoming a member are subsequently paid for at the current non-member rate.
       5. At any time with 30 days notice
    2. We may end the agreement with you
       1. If there is any violence, threats, abuse including verbal abuse directed to any member of the team
       2. If there is any violence, threats, abuse including verbal abuse directed to any other patient or service user; or any other healthcare professional in any other setting.
       3. If you have provided us with any inaccurate or dishonest information
       4. You have attempted to use our remote services (email or telephone service) for clinical advice whilst not in currently being in the UK.
       5. If for any other reason the clinician or clinical team feels there has been a breakdown the the relationship or trust between clinician and patient.
       6. If you use or attempt to use the service not in keeping with the terms and conditions provided.
       7. If you fail to pay when due any fee required to the clinic
    3. Limits of liability
       1. As part of a binding legal agreement, we will compensate you for loss if we are unable to deliver a service in line with these terms and conditions, but there are limits of our liability:
          1. We will NOT have limits on our liability where that liability cannot be excluded or limited by law. This includes death or personal injury resulting from clinical negligence, by our fraud or by our fraudulent misrepresentation.
          2. If we break this agreement we will compensate you for loss if that loss can be foreseeable result of us breaking this agreement.
          3. We are not responsible for compensating you for loss which is not a foreseeable result of breaking these conditions. Nor will we be responsible for indirect, incidental, special or consequential damages.
          4. We provide services for individual and domestic use and cannot be held responsible for business losses.
          5. Subject to law and notwithstanding the exclusions in 12.1.1. we will not be liable to your for any amount in excess of the fees you have paid us.
          6. You accept that it is your responsibility to ensure that the patient details for your consultation are complete and accurate. And we shall not be held responsible for incorrect medical decision making, including prescribing, if the information provided to us is incomplete or inaccurate.
       2. Other limits on our service
          1. Doctors may have different clinical opinions and a difference in clinical opinion does not automatically mean that the advice given from one or the other clinician is inaccurate, incorrect, negligent or wrong nor that the service is defective.
          2. We shall not be held responsible for clinical outcomes if service is withdrawn for reasons of behaviour, abuse or violence.
          3. Our services are provided in English.
             Lab tests, x-rays and other investigations are provided by partner organisations, within the extend of the law we disclaim and liability for any acts of omissions of clinical partners.
       3. Events out of our control
          1. Events out of our control include but are not limited to strikes, lock-outs, industrial disputes, failure of utility services, failure of transport services, epidemic, pandemic, act of God, war, riot, civil commotion, malicious damage, compliance with any law/ government order/ rule/ court judgement/ regulation or direction, breakdown of equipment, fire, flood, storm or failure of a supplier or subcontractor.
          2. We shall not be liable as a result of any delay or failure to perform any obligations under this agreement which are out of our control.
       4. Feedback and complaints
          1. We welcome feedback at any time by email as per our website.
          2. If you would like to make a formal complaint please email as per our website or write to us at our company address.
          3. We will allocate a senior team member to investigate your complaint and report back to you.
          4. We will attempt to discuss any complaint with you to resolve it if possible.
          5. We will aim to acknowledge any complaint within 3 working days and respond within 20 working days of receiving the complaint. If replying or resolving the complaint takes a longer time frame we will contact you and inform you of this and the reasons for this.
          6. At the end of our investigation you will receive a letter outlining our results You will receive an apology if appropriate. And we will explain to you any changes we have made as a result of your complaint.
          7. We will use a mediation service if we cannot resolve a complaint satisfactorily.
       5. Other terms
          1. If there is any transfer of our rights we will inform you in an appropriate way and your rights will not be affected.
          2. You shall not, without our express written permission, transfer, assign, mortgage, charge, subcontract, declare a trust in or deal any of the rights or obligations within this agreement.
          3. Each clause is separate and individual. If any single clause is excluded by law, then the other terms will still apply in full.
          4. The contract for services is between you and us directly and only you must enforce this agreement. No third party can enforce this agreement on your behalf. A parent or guardian can enforce this agreement on behalf of their child.
          5. We will update or change these terms from time to time, you are expected to check the terms and conditions with each use.
          6. These conditions are governed by English law and you can bring litigation with regards to these terms and conditions via the courts in England.