Terms and Conditions

AVICENNA HEALTH LIMITED

CLINICAL SERVICE TERMS AND CONDITIONS

  1. Introduction
    1. These are the terms and conditions (“Terms”) on which we supply the clinical service/or services (“Service/s”)  listed on our website https://avicenna-health.co.uk/ (“Site”) to consumers.
    2. You agree to be bound to these Terms once you have signed the Registration Form and/or placed an order for Service/s on our Site, therefore, please read these Terms carefully and ensure that you understand them before you pay for your Order. 
    3. These Terms tell you who we are, how we will provide our Service/s, how you and we may change or end the Contract, what to do if there is a problem and other important information. If you think that there is a mistake in these Terms or they require any changes, please contact us to discuss.
    4. You must be 18 or over to engage with us for the supply of the Service/s.
    5. By engaging with us for the supply of the Service/s, you agree and confirm that:
      1. you are 18 years or over; 
      2. you are capable of entering into contracts with us and agree to be bound by these Terms; 
      3. you have the right and authority to share personal data with us about yourself and/or the person that the Service/s are intended for (where you are not the person having the Service/s provides to them).  The person that the Service/s are intended for shall for the purpose of the Contract be the “Individual”; and
      4. that these Terms form the basis of the Contract between you and us for the supply of the Service/s.
    6. In these terms:
      1. “We”, “us”, “AH” or “our” means Avicenna Health Limited, a company registered in England and Wales. Our company registration number is 09014763 and our registered office is at 696-702, Hamletts Of Woodford Chigwell Road, Woodford Green, England, IG8 8AL;
      2. “You” or “your” means the person placing the Order for our Service/s;
    7. You should print a copy of these Terms for future reference.
    8. You can contact us:
      1. by email: enquiries@avicenna-health.co.uk;
      2. by telephone: 020 8712 5565; or
      3. by writing to us at: 696-702, Hamletts Of Woodford Chigwell Road, Woodford Green, England, IG8 8AL.
    9. If we have to contact you, we will do so by telephone or by writing to you at the email address you have provided to us in your Order.
  2. Definitions   
    1. “Clinic” means our Avicenna Health Clinic in Woodford Green.
    2. “Clinic Hours” means when our doctors are running a clinic to see patients.
    3. “Date of joining” is the date the Membership Period begins, as shown in your ‘Membership payment plan and contract’.
    4. “Event Outside Our Control” means any act or event beyond our reasonable control, including without limitation doctors sickness, bereavement, lock-outs, industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.
    5. “Exempt Service/s” means a service/services which are not covered by the Avicenna Health Membership Scheme.
    6. “Member”  means a patient who is actively subscribed to a Membership.
    7. “Membership” means the Avicenna Health Membership Scheme, as set out in these terms.
    8. “Membership Period” means the period of time in which you are a Member of the Avicenna Health Membership Scheme.
    9. (“Order Confirmation”) means the confirmation sent to a Service User – primarily electronic mail but can be physical mail, or even a verbal instruction- at which point a binding agreement will come into existence (“Contract”) between you and us for the supply of the Service/s set out in our Order Confirmation. 
    10. “Registration Form” means the New Patient Registration Questionnaire. 
    11. “Request” means a written or verbal request/s for Service/s received via email and the Site “Contact us” form or via telephone bookings, respectively. 
    12. “Service User” means anyone who has accessed (or is eligible to access) Service/s.
    13. “Non-Member” means patients who use our services without being a Member.
    14. “Working Day” means when our clinic reception is open to arrange appointments.
  3. Clinic and service information
    1. The working day is from 09.00 to 18.00 on weekdays and 09.00 to 14.00 on Saturday. We are closed on Sundays and Bank Holidays.
    2. The clinic opening hours are from 09.30 to 13.00 and 14.00 to 17.30 on Monday to Friday. On Saturday, the clinic hours are from 09.00 to 12.30 (although one in five weekends, we will have an afternoon clinic instead, from 14.00 to 17.30). We do not hold clinics on Sunday or on UK Bank Holidays.
    3. The standard appointment duration is 20-minutes with extended appointments being set at 30-minutes. We will endeavour to cover as many of your problems as possible although we may request that you book a separate appointment if required.
    4. If required, we will provide a private prescription for medications which are not available for us to dispense on site. There is no additional charge for the prescription although the pharmacist will charge for the cost of the drug and their expenses.
    5. We usually have a stock of commonly prescribed medication which can be purchased if required. Prices will be available on request. We do not hold any controlled drugs in stock and these can only be prescribed at the doctor’s discretion.
    6. We have both male and female doctors at Avicenna Health although only one doctor is on site each day. Chaperones are not routinely available and must be organised in advance.
    7. All of our ‘Non-Members’ and ‘Members’ will be required to complete a Registration Form.
    8. Please note: Our main consultation room is on the 1st floor; therefore becoming a Member or booking an appointment is subject to being able to access our consultation room via stairs. There is no lift access available. Subject to availability, consultations MAY be possible on the ground floor with prior arrangement.
    9. Our four GPs are Dr Faisal Sattar (male); Dr Nazmul Mohsin (male); Dr Subohi Alam (female) and Dr Sabha Mohsin (female). Although our four GPs will provide the majority of your care in the clinic, there may be times when they have to be replaced by locum doctors with appropriate experience. This is to cover sick leave or annual leave.
  1. Avicenna Health Membership Scheme
    1. The Avicenna Health Membership Scheme (“Membership Scheme”) requires a Lead Member. Any other members under the same scheme are known as “Additional Members”.
    2. The Lead Member must be an adult over 18 years of age and will be the point of contact for us to discuss and make decisions about the Membership for themselves and the Additional Members.
    3. The Lead Member will sign the contract on behalf of themselves and the Additional Members. We will not need to contact all additional members to make changes to the Membership Scheme.
    4. Any number of Additional Members can be added to the Membership Scheme although each Member is required to complete a separate direct debit mandate –the bank account can be the same.
    5. Completion of the Member’s registration form for the Lead Member and all Additional Members is essential prior to the first consultation with the doctor. The completion and return of the registration form Part A & B is the responsibility of the Lead Member.
    6. On joining the Health Membership scheme, all adult members over the age of 18 years will be offered a new patient health check. This is not required for those under 18 years of age.
    7. You will be able to book ‘unlimited’ GP appointments, within the Membership Period. This will be limited to one appointment per day per person and also subject to a fair use policy. Please see clause 4.15.11.
    8. We will use our reasonable endeavours to ensure that you will be able to see one of our GPs within one working day of contacting us, although this may not always be possible due to an event outside our control.
    9. Travel vaccination consultations are included in the membership but the cost of vaccines is additional. This will need to be paid for in full on the day of vaccination.
    10. Any additional investigations required, which are not included within your membership, will be discussed with you prior to the doctor arranging the investigations. The price will be given at the time of consultation and all fees will need to be paid in full at the time of arranging the investigations.
    11. Services excluded from the Health Membership Scheme (although discounts may apply on some tests & procedures):
      1. Contacting any GPs directly on their personal mobile phones is not included within the membership and may be charged as a telephone consultation (charges apply as for Non-Members);
      2. Investigations including, but not limited to:
        1. Blood test analysis,
        2. ECG,
        3. 24 ECG,
        4. 24 BP monitoring,
        5. Spirometry,
        6. Cervical Smear analysis,
        7. X-rays,
        8. Ultrasounds,
        9. MRI scans,
        10. CT scans
      3. Procedures including, but not limited to:
        1. Ear syringing or micro suction,
        2. Joint injections,
        3. Cost of Vaccinations,
        4. Minor surgery,
        5. Cryotherapy.
      4. Health plans including the Standard/Premium and Executive Health screens;
      5. Arranging for prescriptions to be sent or posted. These need to be collected in person;
      6. Dressings required for any wound management;
      7. Medicals including but not limited to:
        1. Visa medicals,
        2. Occupational medicals,
        3. Medical reports.
      8. Home visits are NOT included in the Membership Scheme. Subject to availability, these can be carried out but charges apply as for non-members. Please see www.homevisitdoctor.co.uk for further information.
    12. Your membership is not transferable to another person.
    13. The benefits attached to your membership may, from time to time, be subject to change without notice.
    14. Membership fees:
      1. The cost of membership for the lead member is £520 per year pro-rata. Any additional members can be registered for £520 per year pro-rata for adults and £365 per year pro-rata for children aged under 18-years of age at the time of registration.
      2. Additional Members may join the scheme for the same price above however an additional £50 charge will be levied for administration if joining at a different time to the other members.
      3. Payment for the health membership scheme is from the date of joining and can either be paid annually or by direct debit.
      4. It is the responsibility of the Lead Member to pay all the fees associated with the Membership Scheme for themselves and any Additional Members.
      5. Annual Membership Schemes are paid in full on the date of joining with a 10% discount off the total yearly value for all members under the Lead member. If joining after the 1st of the month, the price will include the cost pro-rata for the remainder of the month, followed by the cost for the next twelve calendar months.
      6. All Annual Membership Schemes are required to complete a direct debit mandate so that the annual membership charge can be taken and any subsequent charges can also be taken via the direct debit. You will be advised of any charges prior to being charged.
      7. Monthly paying members will also be required to complete a Direct Debit Mandate for all members. The first payment will be taken on the 1st working day of the month after the mandate has been accepted. Usually this is at least 7 working days from completion of the mandate. A pro-rata fee will be charged until the 1st direct debit is anticipated and in addition an upfront fee for two months of membership will be due on the date of joining.
      8. Please note that these prices for Direct Debit membership are subject to change but you will be given 2-months’ notice of any such change.
      9. If you use any services, not covered by the membership benefits, you must pay for these in full at the end of each appointment. An invoice and payment receipt will be provided on request if you need to reclaim this service from your employer or health insurer.
      10. Payments will be taken by our receptionists or doctors. We accept credit/debit card (except American Express), cheque or cash payments. We can also arrange for payment via direct debit if you sign a direct debit mandate. We will provide a receipt for all payments if required.
    15. Termination of membership:
      1. You are entitled to cancel your membership and receive a refund of fees paid within 14 days from the date of joining (“Cooling-off Period”), minus any administration costs, provided that you have not used any of the Services.
      2. If any services have been used within the 14 day period, the refund will be due, minus any administration costs and minus any costs of consultations. The consultations will be charged at the rate of £95 per consultation.
      3. Administrative costs are set at £35 for the lead member and £15 for any additional members.
      4. After the 14 day period has elapsed, we require a 2-month notice period to terminate your policy for direct debit membership. No refund is available for annual membership after the 14-days.
      5. To terminate your direct debit membership, we require written notice to be handed to a member of our team who will issue you with a confirmation receipt or written notice will need to be sent by recorded delivery.
      6. If you or any third party, who is paying your premiums on your behalf, defaults on your monthly premium, we will temporarily suspend your membership which will prevent you from accessing any services or consultations. We will reinstate the membership once the outstanding premiums have been paid.
      7. We exercise our right to cancel your membership if we make a commercial decision to stop providing this scheme. We will give you at least one months’ written notice of our decision and a refund of the remainder of the term will be made for all members.
      8. We exercise our right to cancel your membership at any time, if:
        1. We have reason to suspect that you or an additional member have used your membership fraudulently
        2. You materially breach the terms and conditions of this policy
      9. If used fraudulently, your membership will be withdrawn and your membership will be cancelled without refund.
      10. Avicenna Health reserves the right to withdraw membership and suggest alternative care-pathways for you if the level of care is beyond reasonable or needs a service we do not provide. We will give you at least one months’ written notice of our decision and a refund of the remainder of the term will be made for all members.
      11. Avicenna Health reserves the right to change location of the clinic within 3 miles of the current location. In this unlikely event, we would give you at least 2 months’ notice
  2. Non-Member and additional Service/s contracts
    1. For Non-Members or for Exempt Service/s when contact is made with us, a member of our team will reply either by email or telephone to confirm the specific Service/s you require and any additional details and information we require (such as the Individual’s availability for appointments). We will endeavour to offer an appointment for the Individual in accordance with your requested/preferred appointment time and date, however, please note that we cannot and do not guarantee that the Individual will be offered an appointment on the specific date or time you have requested. 
    2. Once we have received all the required information, we will email you setting out the details of the Service requested, the date, time and location of the Individual’s appointment, a copy of these Terms, the price for the Service and a payment request, and other important information (the “Order”). Please check the Order carefully and notify us promptly of any errors and prior to making payment so that we can rectify any error and issue an update or amended Order to you.  If you do not notify us of any errors in order that we can correct the same prior to making payment then we will proceed on the basis of the incorrect Order.  
    3. Please note that it is your responsibility to ensure that all information which you submit to us is complete and accurate and as a full refund will be not given, and we shall not be liable, if we are unable to properly provide the Service where you have submitted incomplete or inaccurate information.
    4. Our acceptance of your Order will take place once we have received payment for the Order in full and we email you to confirm:
      1. that we accept your Order; and 
      2. what Service we are supplying;
    5. If we are unable to accept all or part of your Order, we will contact you to say that we are unable to accept your Order in whole or part.
    6. We may be unable to accept your Order for the following reasons:
      1. we do not have sufficient capacity to provide to provide all or part of the Service/s (as applicable); or
      2. we have identified an error in the price or description of the Service/s
    7. Our Site is solely for the promotion of our Service/s in the UK. Unfortunately, we do not accept orders from addresses outside the UK.
    8. We reserve the right to only accept orders from people who are over the age of 18. 
  3. Changes 
    1. You must inform us as soon as reasonably possible of any changes to the information you have given to us:
      1. Changes to your legal name
      2. Changes in email address
      3. Change of postal address, including postal code
      4. Change of phone number
      5. Changes to your medications or allergies
    2. Your rights to make changes to your Order – If you wish to make a change to the Service/s you have ordered please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the Service/s, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If you do not wish to go ahead with the change, the Contract will continue as originally agreed, and as set out in the Order Confirmation. 
    3. Our rights to make changes – We may change the Service/s from time to time:
      1. to reflect changes in relevant laws and regulatory requirements; and/or
      2. to implement minor technical adjustments and improvements.  These changes will not affect your use of the Service/s.
    4. More significant changes to the Service/s and our terms – In addition, as we informed you in the description of the Service/s on our Site, we may change our range of the Service/s which we offer, but if we do so we will notify you and you may then contact us to end the Contract before the changes take effect and receive a refund for any Service/s paid for but not received.
  4. Service/s
    1. Our Service/s include (please note – this list is not exhaustive and we are always implementing improvements and innovations to our Service/s):
      1. Private GP Services
      2. Children’s GP Services
      3. Home visits
      4. Health Assessments
      5. Blood tests
      6. Scans and Diagnostics
      7. Women’s Health
      8. Men’s Health
      9. Mental Health
      10. Ear, Nose and Throat
      11. Prescriptions 
      12. Referrals
  1. Please note, prior to conducting any Service/s, the qualified practitioner will be required to:
    1. obtain the Individual’s (or their representative’s) written/verbal (whichever applicable) consent, 
    2. carry out an identity check and will require at least 1 form of photographic ID (passport or photographic drivers’ licence) from the Individual. Please note, where the Individual is under the age of 18, the Individual’s representative will be required to provide the form of photographic ID.
  2. You agree that you are entirely responsible for the selection of Service/s and that it is your decision as to whether the Service/s you purchase from us are suitable for the Individual and whatever you may need them for. If you are in any doubt, please speak to the Individual’s doctor or healthcare practitioner.
  1. Price and payment
    1. The majority of health insurances do not cover Private General Practice consultations, although if you have an international policy, the consultation may be covered. Furthermore, any investigations organised by us may be claimable, however please check with your insurance provider. Any liaison with the insurance companies will be your responsibility and we will take full payment at the time of the consultation for any fees due.
    2. Where to find the price for the Service/s – The price of the Service/s will be the price set out in the Order Confirmation. We take all reasonable care to ensure that the price of the Service/s advised to you is correct..
    3. Incorrect pricing – It is always possible that, despite our best efforts, some of the Service/s we sell may be incorrectly priced. We will normally check prices before accepting your Order so that, where the correct price of the Service/s at the date of your Order is less than our stated price at the date of your Order, we will charge the lower amount. If the correct price of the Service/s at your Order date is higher than the price stated to you, we will contact you for your instructions before we accept your Order. If we accept and process your Order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the Contract and refund you any sums you have paid.
    4. Please note, we will not issue an Order Confirmation until we have received full payment of your Order in advance. As part of the Order summary, we will send you a payment request which can be made by either telephone or via a payment link. We accept payment by way of: Visa, Mastercard and other major debit or credit cards, excluding Amex.
    5. We may charge interest if you are late in paying for Service/s – If you do not make any payment to us by the due date, we may charge interest to you on the overdue amount at the rate of 8% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
    6. If you think our pricing is wrong, please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly priced sums from the original due date.
  2. Your right to cancel the Contract
    1. You may cancel your Order for free up to 48 hours before the appointment time for the Individual specified in your Order Confirmation at which point, we will issue a full refund to you for the full price of the Order. 
    2. If you cancel the day before  the appointment you will receive a 75% refund, OR, you may change the appointment date and time for free. We will also retain the new patient registration fee.
    3. If you cancel on the day of the appointment you will ne given a 25% refund, we will hold onto the new patient registration fee and you will not be able to reschedule.
  3. Effects of Cancellation 
    1. If you cancel the Contract in accordance with Clause 9:
      1. where we have already started providing the Service/s during the Cooling-off Period, we may issue you with a partial refund after we have deducted such sums to cover the Service/s already provided (please note this may include sums to cover the phlebotomist costs, cancelation expenses, any costs incurred by the Laboratory, external services (such as imaging) administration costs associated with dealing with your enquiry, the Order and booking appointments and the costs incurred by us to date for the Service/s already provided); and
      2. where we have already completed the Service/s, as you do not have the right to cancel the Contract, no sums shall be refunded. 
    2. No refunds shall be issued where the Individual fails to attend or be present at the appointment time and location (“Did Not Attend”, “DNA”)  as set out in the Order Confirmation.
    3. Please note, all refunds will be issued on the same credit card or debit card used by you to pay for the Order.
  4. Our rights to end the Contract
    1. We may end the Contract at any time by writing to you if:
      1. you do not make any payment to us when it is due, and you still do not make payment within 7 days of us reminding you that payment is due; or
      2. you do not, within a reasonable time of us asking for it, provide us with information or the consent that is necessary for us to provide the Service/s.
    2. If we end the Contract in the situations set out in Clause 11.1 we will refund any money you have paid in advance for the Service/s we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the Contract. 
  5. We may suspend the Service/s 
    1. We may have to suspend the supply of the Service/s:
      1. to deal with 3rd Party service issues;
      2. to update the Service/s to reflect changes in relevant laws and regulatory requirements; or
      3. to make changes to the Service/s as requested by you or notified by us to you (see Clause 6);
    2. We may withdraw the Service/s – We may write to you to let you know that we are going to stop providing the Service/s. We will let you know at least 7 days in advance of our stopping the supply of the Service/s and will refund any sums you have paid in advance for Service/s which will not be provided.
  6. If there is a problem with the Service/s
    1. We are under a legal duty to supply Service/s that are in conformity with the Contract. See the box below for a summary of your key legal rights in relation to the Service/s. Nothing in these Terms will affect your legal rights.
    2. If you have any questions or complaints about the Service/s, please contact us by emailing the email address specified in Clause 1.8. 
Summary of your key legal rightsThis is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.The Consumer Rights Act 2015 says that Service/s (being the Service/s) must be carried out with reasonable care and skill. During the provision of Service/s to you, you are entitled to the following:If the service are not carried out with reasonable care and skill, you can ask us to repeat or fix a service, or get some money back if we can’t fix it.If you haven’t agreed a price beforehand, what you are asked to pay must be reasonable.If you haven’t agreed a time beforehand, it must be carried out within a reasonable time.See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).
  1. Our responsibility for loss or damage suffered by you
    1. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this Contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for:
      1. death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
      2. fraud or fraudulent misrepresentation; 
      3. breach of your legal rights in relation to the Service/s including the right to receive Service/s which are: performed with reasonable skill and care and performed within a reasonable time; and 
      4. defective products under the Consumer Protection Act 1987.
    3. We only supply the Service/s under the Contract for domestic and private use. If you use them for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.  Any such commercial, business or re-sale usage is strictly prohibited.
  2. How we may use your personal information
    1. We will only use your personal information as set out in our Website Privacy Policy [insert hyperlink], which shall be provided to you prior to the provision of Service/s.
    2. All patient details and records are kept in the strictest of confidence by us.
    3. We share information only with other medical service providers involved directly in your care such as the laboratory or imaging centre doing your tests; or specialists to whom you have requested referral. We use phone, fax and email to communicate with these other service providers and, while we aim to communicate confidentially, we accept no responsibility for breaches of these communication routes.
    4. We will not share your information with anyone else, unless you give us permission to do so, for example with your GP. The only exceptions 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 this implied permission to contact you by this means regarding your healthcare.
    5. Patients have the right to access their health records in line with the Data Protection Act 1998.
  3. Other parties who may perform the Contract
    1. You agree that we may instruct other persons, companies or firms to carry out our obligations under the Contract on our behalf. Where we do this, we are still responsible to you for the supply of the Service/s in accordance with the Contract.
  4. Other important terms
    1. We may transfer our rights and obligations under these Terms to another organisation. We will inform you if this happens and we will ensure that this does not affect your rights under the Contract.   You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing. 
    2. The Contract is between you and us. No other person shall have any rights to enforce any of its terms.
    3. When we use the words writing or written in these Terms, this includes emails and notices posted on our Site.
    4. Each of the Clauses of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining Clauses will remain in full force and effect.
    5. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking the Contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. 
    6. Emergency Disclaimer
      1. Avicenna Health is not to be used in an emergency situation. If you believe that you or a person you are assisting requires emergency care you should consult an emergency service or call 999.
      2. You should call 999 in the following life threatening situations:
        1. Difficulty breathing;
        2. Severe bleeding and it can’t be stopped;
        3. Severe chest pain;
        4. Loss of consciousness;
        5. Acute confused states and fits which aren’t stopping;
        6. If you believe someone is having a heart attack or stroke.
  5. Which laws apply to this contact and where you may bring legal proceedings 
    1. These Terms are governed by English law and you can bring legal proceedings in respect of the Contract in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the Contract in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the Contract in either the Northern Irish or the English courts.