Terms and Conditions

LONDON PAIN CLINIC
TERMS AND CONDITIONS

  1. INTRODUCTION

These Terms and Conditions apply to:

a. the use of the London Pain Clinic website;
b. appointment requests and appointment bookings arranged through London Pain Clinic and/or Clinical Associates Ltd;
c. administrative arrangements for insured and self-funding patients;
d. payment arrangements for consultant professional fees; and
e. administrative charges, cancellation charges and account administration.

London Pain Clinic is operated by Clinical Associates Ltd.

Clinical Associates Ltd is registered in England and Wales.

Registered Company Number: 8962351

Registered Company Address:

Clinical Associates Ltd
c/o Leapman Weiss Accountants
Building 6
30–32 Friern Park
North Finchley
London
N12 9DA

By accessing this website, requesting an appointment, booking an appointment or proceeding with administrative arrangements for a consultation with a consultant or, where applicable, investigations, procedures or treatment with the relevant healthcare provider or facility.

If you do not agree to these Terms and Conditions, you should not use this website or proceed with a booking.

  1. LONDON PAIN CLINIC, CONSULTANTS AND HEALTHCARE FACILITIES

London Pain Clinic is a consultant-led pain medicine practice supported administratively by Clinical Associates Ltd.

Clinical Associates Ltd provides administrative support, appointment coordination, correspondence, patient liaison and account administration.

Clinical consultations, assessment, diagnosis, treatment recommendations, prescribing decisions, procedure recommendations and follow-up care are provided by the treating Consultant Specialist in Pain Medicine.

Participating consultants may include, but are not limited to:

• Dr Singh
• Dr Jenner
• Dr Ramos-Galvez
• Dr Harrington

Where investigations, procedures, treatment, admission or facility-based care are required, these may be arranged at independent hospitals or other appropriately regulated healthcare providers and facilities.

Those hospitals, healthcare providers and facilities are operated by separate legal entities.

Where required by law, the relevant healthcare provider is responsible for holding Care Quality Commission (CQC) registration for the regulated activities carried on by that provider at the relevant location.

Consultants practising at those hospitals, healthcare providers or facilities do so under practising privileges or equivalent authorisation granted by the relevant hospital, healthcare provider or facility.

Clinical care delivered at a hospital or healthcare facility is provided within the governance framework, policies and procedures of that facility and the relevant registered provider.

Patients will be informed of the location at which consultations, investigations, procedures or treatment are to take place where applicable.

  1. WEBSITE ACCESS AND USE

Access to and use of londonpainclinic.com is provided by Clinical Associates Ltd subject to these Terms and Conditions.

By using londonpainclinic.com, you agree to be legally bound by these Terms and Conditions, which take effect immediately on your first use of the website.

Clinical Associates Ltd may amend these Terms and Conditions from time to time by posting updated terms online.

You should review these Terms and Conditions regularly to ensure that you are aware of any changes.

Your continued use of the website after changes have been posted means that you agree to be bound by the updated Terms and Conditions.

You agree to use londonpainclinic.com only for lawful purposes and in a way that does not infringe the rights of, restrict or inhibit the use and enjoyment of the website by any other person.

Prohibited behaviour includes, but is not limited to:

• harassment;
• causing distress or inconvenience;
• transmitting obscene or offensive content;
• disrupting the normal operation of the website;
• attempting unauthorised access to the website, servers or systems;
• uploading malicious software or harmful code.

  1. WEBSITE CONTENT

The content on londonpainclinic.com is provided for general information purposes only.

Website content should not be treated as personal medical advice.

Website content does not create a doctor-patient relationship.

Patients should seek advice from an appropriately qualified healthcare professional regarding their own symptoms, diagnosis, treatment options and individual circumstances.

Clinical Associates Ltd makes reasonable efforts to ensure that information on the website is accurate and up to date, but no guarantee is given that website content is complete, current, accurate or suitable for any particular purpose.

  1. INTELLECTUAL PROPERTY

All content on londonpainclinic.com, including text, images, graphics, logos, branding, design, layout and other materials, is protected by copyright, trade mark rights, design rights and other intellectual property rights.

The names, images and logos identifying London Pain Clinic, Clinical Associates Ltd or third parties and their products or services are subject to the intellectual property rights of Clinical Associates Ltd and/or the relevant third party.

You may access and use website content for your own personal, non-commercial use only.

You must not copy, reproduce, republish, download, post, broadcast, transmit, adapt, alter, make available to the public, commercially exploit or create derivative works from website content without prior written permission.

Nothing in these Terms and Conditions grants any licence or right to use any trade mark, copyright, design right, patent or other intellectual property belonging to Clinical Associates Ltd or any third party.

  1. APPOINTMENTS

Appointments are arranged through Clinical Associates Ltd on behalf of participating consultants.

Every effort will be made to offer patients a suitable appointment date and time.

Appointments remain subject to consultant availability, facility availability and clinical suitability.

Clinical Associates Ltd reserves the right to amend appointment dates or times where necessary. If this happens, patients will be notified as soon as reasonably practicable.

Patients are responsible for providing accurate contact details and responding promptly to appointment communications.

Patients must provide accurate and complete medical, insurance and billing information when requested.

  1. CLINICAL SUITABILITY

A consultant may decide, in their professional judgement, that a consultation, investigation, procedure, prescription or treatment is not clinically appropriate.

A consultant may recommend further assessment, investigations or referral to another healthcare professional or healthcare provider.

A consultant is not obliged to recommend, arrange or undertake any investigation, procedure or treatment where it is considered clinically inappropriate, unsuitable, unsafe or outside the consultant’s scope of practice.

  1. HEALTHCARE FACILITY CHARGES, REGISTRATION AND GOVERNANCE

Where a patient requires investigations, procedures, treatment, admission, theatre use, imaging, pathology, pharmacy services, nursing support, equipment, consumables or other facility-based services, these may be provided at a hospital or other appropriately regulated healthcare provider or facility separate from Clinical Associates Ltd and London Pain Clinic.

Such hospitals, healthcare providers and facilities are operated by separate legal entities and are responsible for their own premises, staffing, equipment, clinical governance arrangements, policies, procedures, registration status, inspection arrangements and facility charges.

Where required by law, the relevant healthcare provider is responsible for holding CQC registration for the regulated activities carried on by that provider at the relevant location.

Consultants practising at those hospitals, healthcare providers or facilities do so under practising privileges or equivalent authorisation granted by the relevant hospital, healthcare provider or facility.

Hospital fees, facility charges, theatre charges, imaging fees, pathology fees, pharmacy charges, anaesthetic fees, consumables, medical device costs and other third-party healthcare provider charges are separate from consultant professional fees unless expressly stated otherwise in writing.

Such charges may be invoiced directly by the relevant hospital, healthcare facility, pharmacy, imaging provider, pathology provider, anaesthetist or other third-party provider.

In some circumstances, Clinical Associates Ltd may assist administratively with quotations, payment information, correspondence or appointment coordination. This administrative assistance does not mean that Clinical Associates Ltd owns, operates, manages or is responsible for the CQC registration, inspection arrangements, staffing, premises, equipment or clinical governance arrangements of the relevant hospital, healthcare provider or facility.

Patients should check with the relevant hospital, healthcare facility and/or insurer what additional charges may apply before proceeding.

  1. CONSULTANT FEES

Consultant fees relate to professional medical services provided by the treating consultant.

These may include, where applicable:

• initial consultations;
• follow-up consultations;
• pre-procedure consultations;
• post-procedure consultations;
• clinical reviews;
• prescription review;
• preparation of clinical letters;
• reports requiring review of records;
• pain medicine advice;
• procedure-related professional fees.

Current consultant fees may be displayed on the website or provided at the time of booking.

Fees may be amended from time to time.

  1. CURRENT SELF-FUNDING CONSULTATION FEES

Unless otherwise stated in writing, current self-funding consultation fees are:

• Initial consultation: £325/ £310
• Follow-up consultation: £205/ £195

Procedure fees vary depending on the procedure, facility, consultant and any additional requirements.

If changes are made to a scheduled procedure or treatment plan, additional fees may apply.

Additional fees may also apply for consumables, additional clinical time, investigation costs, facility charges or other costs arising from the procedure or treatment pathway.

  1. WRITTEN QUOTATIONS

Where applicable, patients may receive a written quotation.

A quotation may relate to consultant fees, anticipated professional fees and/or other estimated costs.

Unless otherwise agreed in writing, the applicable price will be the price set out in the written quotation.

Any quotation is valid for 30 days from the date of issue unless otherwise stated.

Clinical Associates Ltd reserves the right to amend or withdraw a quotation before a booking is confirmed.

A quotation may not include all third-party costs, hospital charges, facility fees, investigation fees, pharmacy charges, anaesthetic fees or other external provider charges unless expressly stated.

Patients remain responsible for checking whether additional fees may be payable to hospitals, facilities, insurers or third-party providers.

  1. PRIVATE MEDICAL INSURANCE PATIENTS

This section applies to patients using Private Medical Insurance (PMI).

Patients with PMI remain legally responsible for payment of their fees.

Although a PMI provider may pay some or all consultant fees directly, the patient remains responsible for:

• obtaining pre-authorisation before booking or attending appointments;
• confirming the level of cover available;
• confirming whether the consultant is recognised by the insurer;
• confirming whether the proposed consultation, investigation, procedure or treatment is covered;
• providing full insurance details at the time of booking;
• providing authorisation codes where required;
• paying any excess, shortfall, policy limit, rejected invoice or amount not covered by the insurer.

Clinical Associates Ltd requires full insurance details and any authorisation code at the time of booking.

If an insurer does not fully cover the cost of appointments, reviews, treatment or related consultant fees, the patient will be responsible for the difference.

Any unpaid amount may be billed to the patient as a shortfall.

Dr Jenner is currently the only consultant associated with London Pain Clinic who accepts Bupa UK medical insurance.

Patients should confirm insurance recognition and authorisation directly with their insurer before booking.

  1. INSURED PATIENT PAYMENT RESPONSIBILITIES

All consultations, reviews and professional services provided by Dr Singh, Dr Jenner, Dr Ramos-Galvez and Dr Harrington are chargeable.

Patients should ensure that pre-authorisation has been obtained from their insurer before booking an appointment.

If a patient books an initial consultation but has been seen within the previous 12 months, the insurer may only reimburse the follow-up consultation fee.

Where this occurs, the patient will be liable for any difference between the fee charged and the amount reimbursed by the insurer.

  1. SELF-FUNDING PATIENTS

This section applies to patients who are paying privately without PMI.

Self-funding patients are required to pay consultation fees in advance by credit or debit card unless alternative arrangements have been agreed in writing.

Formal receipts are available upon request.

Procedure fees, facility fees, investigation fees and third-party provider fees may require separate payment and may need to be paid before admission, investigation, procedure or treatment.

The relevant hospital, healthcare provider or facility may refuse admission or treatment where required payment has not been received.

  1. PAYMENT METHODS

Payment may be made by:

  1. Secure payment link
    Patients may request a secure payment link for online payment.

  2. Credit or debit card
    Patients may call 0207 118 0250 to make payment by card.

For account queries, please contact:

accounts@clinical-associates.com

  1. CANCELLATION POLICY

By booking an appointment, patients agree to provide at least 48 hours’ notice for cancellations or rescheduling requests.

If a patient cancels or reschedules with less than 48 hours’ notice, a charge of up to 100% of the applicable appointment fee may apply unless otherwise agreed in writing.

Missed appointments, including Did Not Attend appointments, may be charged in full.

Cancellation charges apply to insured and self-funding patients.

Where an insurer does not cover a cancellation charge or missed appointment fee, the patient will be personally responsible for payment.

  1. CONSUMER CANCELLATION RIGHTS

Where a booking is made online, by telephone or by email, consumer cancellation rights may apply under applicable consumer legislation.

A binding contract is formed when the booking is confirmed.

Where a patient requests or agrees that an appointment, review, consultation or administrative service should take place before the end of any statutory cancellation period, the patient agrees that charges may apply for services already provided.

Cancellation must be made in writing where possible.

For appointments booked at short notice, the 48-hour cancellation policy may apply, subject to applicable law.

  1. PRESCRIPTIONS, LETTERS AND REPORTS

Patients should allow at least 10 working days for prescription requests, letters and reports wherever possible.

Requests are subject to consultant availability, clinical appropriateness and review of the patient’s records where required.

A consultant may require a further consultation before issuing a prescription, letter, report, clinical opinion or further advice.

Charges may apply for patient-requested sundries and administrative services.

Current charges include:

• Private prescription issued outside of a consultation for 1–2 medications: £35
• Administrative covering letter: £50
• Letter requiring clinical review of records: £195

Additional fees may apply for complex letters, detailed reports, medico-legal work, insurance correspondence, occupational correspondence or requests requiring substantial review of records.

  1. REVIEW REQUIREMENTS FOR PRESCRIPTIONS AND CLINICAL ADVICE

Patients not reviewed for more than 12 months will usually require a full 30-minute consultation before further prescriptions, clinical advice or opinions are provided.

Patients not reviewed for more than 3 months may require a 15-minute review before further prescriptions, clinical advice or opinions are provided.

The treating consultant may decide that a longer consultation or additional assessment is required depending on the patient’s clinical circumstances.

  1. GP DETAILS AND COMMUNICATION

Patients must provide full and accurate details of their GP surgery.

Where clinically appropriate, the treating consultant may inform the patient’s GP of assessment, treatment recommendations, prescriptions, investigations, procedures or other relevant clinical matters.

Patients are responsible for informing London Pain Clinic and/or Clinical Associates Ltd of any change to their GP details, contact details, medication, allergies or relevant medical history.

  1. PATIENT RESPONSIBILITIES

Patients are responsible for:

• providing accurate personal details;
• providing accurate medical history;
• providing full medication and allergy information;
• providing GP details;
• providing insurance details and authorisation codes where applicable;
• checking insurance cover before booking;
• attending appointments on time;
• complying with hospital or healthcare facility requirements;
• paying any fees, shortfalls or charges not met by an insurer;
• notifying Clinical Associates Ltd promptly if they need to cancel or rearrange an appointment.

  1. HOSPITAL, HEALTHCARE PROVIDER AND FACILITY TERMS

Where a patient attends a hospital or other appropriately regulated healthcare provider or facility for consultations, investigations, procedures, treatment or admission, the patient may also be subject to that provider’s or facility’s own terms and conditions, policies and procedures.

These may include terms relating to admission, consent, clinical governance, facility fees, theatre charges, imaging, pathology, pharmacy, medicines management, infection prevention and control, discharge arrangements, patient safety, complaints, cancellation, payment and medical records.

The relevant healthcare provider is responsible for its own regulatory registrations, clinical governance systems, staffing, equipment, facilities, inspection requirements and operational policies.

Where required by law, the relevant healthcare provider is responsible for holding CQC registration for the regulated activities carried on by that provider at the relevant location.

Clinical care delivered within a hospital or healthcare facility is provided within the governance framework of that facility and in accordance with the practising privileges or equivalent authorisation held by the treating consultant at that facility.

Patients should read and comply with any information, forms, consent documentation or terms provided by the relevant hospital, healthcare provider or facility.

  1. COMPLAINTS AND CONCERNS

If a patient has a concern about appointment administration, correspondence, account administration or other administrative support provided by Clinical Associates Ltd, the patient should contact:

info@londonpainclinic.com

If a concern relates to clinical assessment, diagnosis, treatment recommendations, prescribing decisions or follow-up advice, the matter may need to be reviewed by the treating consultant.

If a concern relates to care, treatment, facilities, staff, equipment, admission, procedure arrangements, hospital charges or services provided at a hospital, healthcare provider or other healthcare facility, the matter may need to be considered under that provider’s or facility’s own complaints procedure.

Clinical Associates Ltd will seek to assist patients in identifying the appropriate route for raising a concern, but this does not alter the responsibility of the relevant consultant, hospital, healthcare facility or registered provider for matters falling within their own clinical, professional, governance or regulatory responsibilities.

  1. PRIVACY AND DATA PROTECTION

Clinical Associates Ltd processes personal information in accordance with applicable data protection law.

Patients should read the London Pain Clinic Privacy Policy for further information about how personal data is collected, used, stored and shared.

Clinical information may be shared with consultants, GPs, hospitals, healthcare facilities, insurers and other healthcare professionals where necessary for patient care, administration, billing, insurance processing or legal/regulatory compliance.

  1. DISCLAIMERS

Website content, including information, names, images, pictures, logos and icons relating to London Pain Clinic, Clinical Associates Ltd, consultants or third parties, is provided on an “as is” and “as available” basis.

To the fullest extent permitted by law, Clinical Associates Ltd gives no warranty that:

• website content will be uninterrupted or error-free;
• defects will be corrected;
• the website or server is free of viruses or bugs;
• website content is complete, current or suitable for any specific purpose.

Nothing on the website should be relied upon as a substitute for individual medical advice.

  1. LIMITATION OF LIABILITY

Nothing in these Terms and Conditions excludes or limits liability where such exclusion or limitation would be unlawful.

Nothing in these Terms and Conditions limits liability for death or personal injury caused by negligence where such limitation would be unlawful.

To the fullest extent permitted by law, Clinical Associates Ltd shall not be liable for:

• loss of data;
• loss of revenue;
• loss of anticipated profits;
• loss of business;
• loss of opportunity;
• loss of goodwill;
• injury to reputation;
• losses suffered by third parties;
• indirect, consequential, special or exemplary losses arising from website use.

Clinical care is provided by the treating consultant and, where applicable, within the governance framework of the healthcare provider or facility at which care is delivered.

  1. ACCEPTANCE OF AGREEMENT

By using the website, requesting an appointment or booking an appointment, you confirm that you have read and understood these Terms and Conditions and agree to be bound by them.

You acknowledge that you are not relying on any statement, guarantee or representation other than those set out in these Terms and Conditions and any written quotation or written confirmation provided to you.

  1. SEVERABILITY

If any provision of these Terms and Conditions is found to be illegal, invalid or unenforceable, that provision shall be severed and deleted to the extent required.

The remaining provisions shall continue in full force and effect.

  1. GOVERNING LAW

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

  1. CONTACT DETAILS

London Pain Clinic / Clinical Associates Ltd

Clinical Associates Ltd
c/o Leapman Weiss Accountants
Building 6
30–32 Friern Park
North Finchley
London
N12 9DA

Company Registration Number: 8962351

Telephone: 0207 118 0250

Email:

info@londonpainclinic.com
accounts@clinical-associates.com