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Terms & Conditions of Service

Provision of Services

1. Registration

It is a condition of registration that all registered patients agree to adhere to these Terms and Conditions and to pay the fees referred to hereafter. The Private GP Group reserves the right to revoke, alter or add to these Terms and Conditions without prior notification to its patients. The most current version of the Terms and Conditions will be displayed on the website.

The Private GP Group will make every effort to keep all patients informed of developments and changes with regards to our services, products, and the Annual Health Plan schemes. Please inform the reception of your communication preferences if you do not wish to receive updates.

If any of your personal information changes (including address, name, or contact details) written notification should be given to the practice by email: reception@theprivategpgroup.co.uk.

International patients are welcome to register. Registration requires both a home address and a temporary British address and phone number.

You may not register as a private patient at any one of our practices where you are also registered to receive NHS services.

The Private GP Group reserves the right to refuse an application for registration or membership from any applicant in its sole discretion.

The Private GP Group reserves the right to withdraw or rename their services at any time, and to withdraw an individual or family registration or membership at any time.

2. Booking and Cancellation

Appointment bookings may be made at any sites across The Private GP Group and can be made via our online booking system, by calling us on 0208 336 6550, or by emailing our team at reception@theprivategpgroup.co.uk. Please note that not all sites provide the same services so please confirm your needs upon booking.

Payment should be made upon booking unless registered on our Direct Debit scheme.

If cancellation is made more than 24 hours in advance of the appointment, a full refund will be processed. Patients will be charged full value in respect of any appointment for which they do not attend without at least 24 hours’ notice of cancellation or rearrangement.

3. Prescriptions

Prescription writing and repeat prescriptions are free of charge when issued within a consultation. Those requested outside a consultation will be charged at the agreed rate determined by whether they are signed up to an Annual Health Plan. Prescriptions for Controlled Drugs will incur a slightly higher fee.

For the avoidance of doubt, The Private GP Group has no control over the amount charged by an individual pharmacy for the issuance of medication.

4. Telephone and Email Consultations

Telephone and email consultations are chargeable at the appropriate rate determined by whether the patient is signed up to an Annual Health Plan. However, the medical professional you speak with may feel that you need a face to face consultation to make a safe and satisfactory diagnosis. In this instance, the cost of the initial telephone/email consultation will not be charged and the face to face consultation will be chargeable at the usual price.

Any follow up telephone or email consultation in regards to your previous consultation or prescribed medication will not be charged for. It is at the discretion of the reception team when to charge for other follow up services. Where a patient it to be charged for a follow up service, they will be notified in advance.

5. Referral Letters

The writing and supply of referral letters are free of charge when requested and issued within a consultation. Referral letters will be emailed to the address we hold on file for the patient once completed. Unless otherwise instructed, the patient should action the referral with the appropriate private healthcare provider.

Charges and Payments

All services are charged at our Non-Member rate unless signed up to an Annual Health Plan. Please see our Fees page on our website for a full breakdown on costs and the discounts offered within our Plans.

Patients are required to pay for all services either in advance, or at the time of the appointment or request unless a Direct Debit is in place. The Private GP Group does not liaise directly with insurance companies; it is the patient’s responsibility to settle payment with The Private GP Group and liaise with their insurance company regarding any claims.

For the avoidance of doubt, no pathology or vaccination costs are covered by any Annual Health Plan unless covered by a complementary health screen or flu jab.

1. Direct Debit

We encourage all of our patients to join our Direct Debit scheme to ensure payments are not missed and to reduce the time spent by our team chasing missed payments. To join please ask reception for the mandate form and complete.

All chargeable services are collected in the last week of each month. You will receive notification by letter or email that details what is to be collected from you that month.

An administration fee of up to £15 may be charged to any patient whose Direct Debit is rejected.

2. Missed Payments

Unless part of our Direct Debit scheme, all invoices should be settled before or on the day of the appointment or service.

Where an invoice is not paid, The Private GP Group will make an attempt to contact the patient by telephone to recover the payment. Where failure to pay continues, the patient will be notified in writing by email or letter. If payment has not been paid one week after the written notification, any unpaid invoices may by subject to a surcharge.

All patients indemnify The Private GP Group against all expenses and legal costs incurred in recovering overdue amounts.

Annual Health Plans

Our Annual Health Plans offer discounted rates for consultations and other medical services. The Private GP Group offers three tiers of Annual Health Plans: Silver, Gold, and Black that each offer different benefits. Health Plans are available to all Non-Members at any time. More information can be obtained from our reception team or our website: www.theprivategpgroup.co.uk.

Health Plans allow services and consultations to be received from any one of our practices. You may not, however, receive any private treatment from a practice where you are registered to receive NHS services. Please note that not all sites provide the same services so please confirm your needs upon booking.

Individual Health Plans are non-transferable; the services provided are solely for use by the registered Member.

1. Registration

Any Non-Member can register to be a part of our Annual Health Plans at any time. Registration forms can be obtained from our reception or from our website. You’ll find a link to the registration form at the bottom of each page on the website.

All Plans are valid for 12 months from the date of the first payment and upon receipt of completed application forms.

2. Introductory Offer

Our Introductory Taster Offer allows new patients to get a feel for our Annual Health Plans before committing to registration. A new patient is anyone that has not received treatment or consultation from The Private GP Group for two years.

The cost of the Taster Offer can be found on our website. The offer includes a bundle package of three consultations at a discounted price. These consultations can be used at any one of our practices and are transferable between different family members. Any prescriptions and referrals issued within a Taster Offer consultation are not chargeable. Any additional services used whilst the Taster Offer is valid will be charged at the Health Plan price.

The Taster Offer remains valid for 6 months from the point of purchase.

Existing patients (those who have received treatment or consultation with The Private GP Group in the past two years) are not eligible for the Taster Offer. It is only available to new patients.

Please note Taster Offer consultations cannot be used by family members that are already registered patients. Patients may not use private services at a practice where they are already registered for NHS services. This includes the services included in the Taster Offer.

3. Prescriptions and Referrals Included

All Referral Letters are included in each Annual Health Plan and are therefore not chargeable whether issued with a consultation or not.

Standard prescriptions are included in each Annual Health Plan and are therefore not chargeable whether issued within a consultation or not. Controlled Drug prescriptions are chargeable.

4. Family Health Plans

The Individual Annual Health Plan is non-transferable; the services provided are solely for use by the registered Member. The Family Plans offer any of our three Membership tiers for two adults and up to two children. Any additional children may be included in the Family Membership at the additional cost of £10 a month or £120 a year.

A child is defined as any person under the age of 18 years. Any ‘child’ turning 18 years old during the 12 month Membership period will continue to be included in the Family Plan (and still be considered a ‘child’) until the next Annual Health Plan renewal date. At this time, they will be classed as an adult and would be required to complete an Annual Health Plan application form to continue to receive the Plan’s benefits.

Child Members will only be accepted where a parent or legal guardian is also registered.

5. Silver Annual Health Plan Tier

The Silver Annual Health Plan requires one annual payment. The Plan is valid for 12 months from the date of this payment assuming all application forms have been submitted.

The Silver Plan includes:

  • Free prescriptions;
  • Free referral letters;
  • Discounted telephone and email consultations;
  • Discounted GP consultations; and
  • Reduced fees for tests and investigations.

We require Silver Members to join our Direct Debit scheme for the payment of chargeable services. Please see the above section on Direct Debits for more information. Any chargeable services will be charged at the Plan rate.

The Silver Family Plan requires one annual payment. The Membership of all included family members would begin from the date of that payment. All included family members would receive all of the benefits that our Silver tier offers.

6. Gold Annual Health Plan

The Gold Annual Health Plan can be purchased by one annual payment or by monthly Direct Debit instalments. The Plan is valid for 12 months from the date of the first payment assuming all application forms have been submitted.

If you choose to make monthly payments for your Annual Health Plan, you must do so via Direct Debit. A Direct Debit mandate must be completed before the application can be accepted and the term can begin.

Any chargeable services will, therefore, be charged via Direct Debit unless paid for upfront.

The Individual Gold Plan includes:

  • Free prescriptions;
  • Free referral letters;
  • Free telephone and email consultations;
  • Discounted GP consultations;
  • Reduced fees for tests and investigations;
  • Annual health screen; and
  • Annual flu injection.

The Gold Family Plan includes:

  • Free prescriptions;
  • Free referral letters;
  • Free telephone and email consultations;
  • Discounted GP consultations;
  • Reduced fees for tests and investigations;
  • 2 x Annual Health Screen; and
  • 2 x Annual flu injection

The Annual Health Screen(s) and Annual flu injection(s) must be used during the twelve month validity of the Health Plan. They may only be used by the person(s) covered by the Annual Health Plan. These are non-transferable and non-refundable. The Nasal Flu is not included in the complimentary flu vaccinations.

Any chargeable services will be charged at the Plan rate.

7. Black Annual Health Plan

The Black Annual Health Plan can be purchased by one annual payment or by monthly Direct Debit instalments. The Plan is valid for 12 months from the date of the first payment assuming all application forms have been submitted.

If you choose to make monthly payments for your Annual Health Plan, you must do so via Direct Debit. A Direct Debit mandate must be completed before the application can be accepted and the term can begin.

Any chargeable services will, therefore, be charged via Direct Debit unless paid for upfront.

The Black Plan includes:

  • Free prescriptions;
  • Free referral letters;
  • Free telephone and email consultations;
  • Discounted GP consultations;
  • Reduced fees for tests and investigations;
  • Annual health screen;
  • Annual flu injection; and
  • 12 free consultations (including video consultations).

The Black Family Plan includes:

  • Free prescriptions;
  • Free referral letters;
  • Free telephone and email consultations;
  • Discounted GP consultations;
  • Reduced fees for tests and investigations;
  • 2 x Annual Health Screen;
  • 2 x Annual flu injection; and
  • 24 x Free GP consultations (including video consultations).

The Annual Health Screen(s) and Annual flu injection(s) must be used during the twelve month validity of the Health Plan. They may only be used by the person(s) covered by the Annual Health Plan. These are non-transferable and non-refundable. The Nasal Flu is not included in the complimentary flu vaccinations.

Any chargeable services will be charged at the Member rate.

8. Term, Renewals and Upgrades

All Health Plans are valid for 12 months from the date of the first payment and upon receipt of completed and signed forms.

1 month prior to the expiration of the membership term, The Private GP Group will send notification by letter or email to inform of renewal dates and processes.

A member is welcome to upgrade their Health Plan at any point during their membership term. Any refund will be prorated and credited, unless otherwise agreed, at the time of the upgrade.

A new 12 month term will start from the date of the upgrade. Any additional payment will be taken at the time of the upgrade or added to your direct debit payments. In order to prevent abuse, alterations to a member’s plan which would result in a reduction in the fees payable are not permitted within the initial period of membership.

9. Cancellation of Health Plan

Once purchased or renewed, a member has the right to cancel within the first 14 days – the ‘cooling off’ period. After this period, Annual Health Plans are not refundable or transferable.

All additional payments due must be paid prior to termination.

Should the member have used any services during these periods, they will be charged at the Non-Member rate and will be deducted from the final refund.

Governance and Records / Privacy Policy

We must adhere to the General Data Protection Regulations that came into effect on 25th May 2018. This means that all information we process and share is done so in a safe and confidential manner; ensuring that your data and information is secure at all times.

We maintain records about your health and any treatment or care you have received either with us or other healthcare providers. These records help to provide you with the best possible healthcare. For information please feel free to contact our reception team by email who will advise within 14 days.

Complaints Procedure

Any formal complaints should be made in writing as soon as possible after the relative event, ideally within a few days. Written complaints should be sent to:

We will send an acknowledgement of receipt within two working days, and aim to have looked into the matter within fourteen working days. A formal reply may then be sent in writing, or an invitation to meet with the person(s) concerned to attempt to resolve the issue may be requested.

When the investigations are complete your complaint will be determined and a final response will be sent. The final response will include details of the complaint and also the right of the complainant to escalate the matter further where they are dissatisfied with the response.