Overview

These conditions relate to the use of Butterfield Health Limited (trading as “Butterfield Clinic”), including use of our medical services and our website www.butterfieldclinic.co.uk and any other associated domains. The registered office address is 158 Oxford Road, Oxford, OX4 2LA. We are registered with the CQC. Our mission is to deliver personalised private healthcare. We operate outside of the National Health Service and receive no government funding. We charge a fee for our services. All care is delivered within booked appointments. We do not give medical advice outside appointments and we do not provide out of hours or urgent care. If you do not agree with all of these Terms and Conditions, then you are prohibited from using the Site and Services and you must discontinue use immediately. We recommend that you print a copy of these Terms and Conditions for future reference.

Patient Privacy

We are committed to protecting your privacy. Our privacy policies tell you about how we collect your data, how we use it and how we protect it. It also provides you with your rights. If you have any questions about how we handle your data, please contact us at [email protected]. Please see the following policies:

• Website and Cookie policies
• Privacy policy

Medical Records & Communication

We hold patient records in the strictest confidence. We share information only with other medical services providers involved directly in your care such as laboratory or imaging centres, or specialists to whom you have requested a referral. We use phone and email to communicate with these other service providers. We aim to communicate confidentially, using secure government email systems where possible; but we accept no responsibility for breaches of these communication methods. We will not share your information with anyone else, unless you give us permission to do so (e.g., with your NHS GP). The exception is where a patient is considered to be a danger to themselves or others, or when required to do so by a court order. In providing us with an email address or phone number we consider implied permission to contact you by this means regarding your healthcare.

Patient Identity Confirmation and Summary Care Record access

As part of our sign-up process, you are agreeing to us searching the patient demographic service, used by the NHS across the UK, to confirm if you have an NHS number.

There is a nationally agreed approach to identity management for health and care which conforms with identity assurance principles endorsed by the government and is published under section 250 of the Health and Social Care Act 2012.

Your NHS number is a means of us confirming your identity and may avoid us needing to ask for photo ID.

Your unique NHS number is useful should we need to communicate with other NHS providers and is essential should you need to be seen, for instance, in the emergency department.

Appointments & In-Appointment Services

In booking a consultation with a medical practitioner, you agree to pay for that practitioner’s time regardless of the outcome of the consultation. All appointments must be prepaid at the time of booking. Any additional time, investigation or treatment is chargeable at an additional cost. Medical practitioners are responsible for their own clinical practice and for the advice, investigation and treatment they provide. Butterfield Clinic is not liable for patients’ well-being outside of the clinic’s opening hours and does not provide an out-of-hours service. Our service is not suitable for those who are acutely unwell; we advise those with acute illnesses to call 999 (for emergencies at any time of day), 111 (for non-emergencies outside office hours). You should also consider contacting your regular NHS GP.

Our practitioners can only consult with the patient themselves or the parent or legal guardian of a child under 16. We cannot conduct a consultation about a friend or relative without their permission, although we can give general health advice. The person must be in the UK at the time of the consultation or normally reside in the UK. Patients can access their health records in line with the Data Protection Act 2018.

For remote consultations: There are limitations to remote consultations that can limit a practitioner’s ability to prescribe. You may be advised that you need to be examined in person and this will be chargeable at our normal rate.

Pricing & Cancellation Policy

Pricing transparency is important to us. For this reason, we try to provide all our pricing information on our website. We also aim to inform you before any additional billable items are delivered in-clinic within consultations. Appointment fees cover consultation time.

We require full pre-payment to secure your appointment with a healthcare professional. Appointments can be cancelled for a full refund up to 24 hours in advance of your appointment. After this time they are non-refundable. Appointments booked and paid for within 24 hours of the appointment time are non-refundable.

Your appointment booking covers a specific time slot. Once your time slot has ended the practitioner will not be able to assist you without another booking. If you do not attend for your allocated time slot you will not be eligible for a refund of your appointment fee.

Refunds

Refunds are returned to the payment method used for the original booking. For card payments, our payments provider is Stripe. Refunds can take anywhere from 5-10 business days to show up in your customer account. See this Stripe article for more information. We cannot refund any medications, vaccinations, tests or treatments once they have been administered or dispensed.

Rescheduling

For appointments with healthcare professionals, you may reschedule your appointment free of charge up to 24 hours before the time of your appointment. You can do this by signing into the online account used to make the booking. Inside 24 hours, appointments cannot be rescheduled.

Appointment Punctuality

Our practitioners require 30 minutes to conduct a proper assessment during a consultation. If you are running more than 15 minutes late for a 30-minute appointment, your appointment will be cancelled and will be non-refundable by default.

Home Testing Services

Our home-testing services require full pre-payment at the time of purchase. Home testing kits are considered personalised items and are non-refundable per the distance selling regulations.

Butterfield Clinic cannot accept responsibility for delays:

• If the address, mobile phone or email address provided when registering your test barcode is incorrect
• If your email server blocks your results email
• If your email server filters results into your junk folder
• Caused by postal delay once dispatched by Butterfield Clinic
• Caused by postal delay once returned by you to the lab using a postal service

Membership Terms & Conditions

If you would like to benefit from the professional and dedicated care offered at Butterfield Clinic, you [the Client] are welcome to join our membership scheme.

Butterfield Clinic Membership Privileges

Members of Butterfield Clinic are eligible for a number of privileges. We reserve the right to vary/change the privileges that we offer to our Members at any time (for the latest list, please see our website), but these privileges may include:

• Reduced GP consultation fee
• A dedicated telephone line and online booking facility
• Access to a Member’s annual health check (fees listed on our website)
• Free annual comprehensive fitness and lifestyle assessment with an exercise consultant

Terms of Membership

• By purchasing a Butterfield Clinic membership package, you are accepting these Terms and Conditions.
• Upon payment being received, you will be entitled to all the rights and privileges you have chosen in your Membership package
• Annual Membership is non-refundable
• Annual Membership is non-transferable
• We reserve the right to decline offering Membership to any individual. Any individual who is declined will receive a full refund
• Membership payment is a subscription, and will be renewed annually (or monthly depending on the scheme)
• Payment for Membership will be deducted automatically via your chosen payment method
• In the event of non-payment, Butterfield Clinic reserves the right to suspend or terminate your membership – suspended Membership confers no rights or privileges
• From time to time, we reserve the right to update these Terms and Conditions
• These Terms and Conditions can be accessed via the Butterfield Clinic website
• All Memberships have an expiry date – without Membership renewal, Membership privileges will be withdrawn after this date

Membership Prices

From year to year we reserve the right to change the price/s of Butterfield Clinic Membership. The new price will be applied from your renewal.

Terminating your Membership

• You may terminate your Membership at any point
• Termination will prevent automatic renewal of your Membership
• Any existing Membership will remain in place until expiry – no partial refunds apply

Refusing Access

We reserve the right to refuse access to our service to certain individuals. Examples include patients who behave violently, threateningly or aggressively; patients who do not agree to pay for our services; requests for potentially addictive or controlled drugs; unethical requests; those whose request we do not consider to be in their best interest.

Complaints

We are committed to delivering a high quality service. However, there may be times when your expectations are not met. For our full complaints policy, please contact the practice at [email protected] requesting policy GQQ03. In summary, all comments and complaints are taken seriously. Complaints can be submitted by one of the following methods:

• In person – You can submit a complaint in person to the Practice Manager, Commercial Director or Clinical Director
• In writing by email – Please email [email protected] with subject “Complaint”
• In writing by mail – Please send to “Dr Sarah Thompson, Complaints, Butterfield Clinic, 158 Oxford Road, Oxford, OX4 2LA”

Your communication should include:

• Who or what has caused you concern
• Where or when the event took place
• What action, if any, has already been taken
• What action you hope your complaint will achieve

We aim to acknowledge your complaint within 5 working days, and respond to complaints within 21 working days.

Butterfield Clinic only uses fully qualified healthcare professionals; we have systems in place to review and audit our team.

Butterfield Clinic Staff – Zero Tolerance Policy

Our staff have the right to work in an environment free from violent, threatening or abusive behaviour. We take a zero tolerance policy towards threatening or abusive behaviour towards our staff.

Legal Terms

By accepting these Terms and Conditions, you acknowledge you understand, have read and will abide by Butterfield Clinic’s Patient Privacy Policy, Cookie Policy and Website Privacy Policy (which may all be updated from time to time), which are part of these Terms and Conditions by reference.

Notices

Butterfield Clinic may contact you by email to the email address or phone number/s provided in your account, by written communication to the postal address provided in your account or by a general notice on the system.