TERMS OF BUSINESS AND PATIENT TERMS & CONDITIONS
These Terms of Business and Patient Terms & Conditions (“Terms”) apply to all appointments, consultations, diagnostic services, investigations, treatments, blood tests, ultrasound scans, health screening services and any other services provided by The Avenue Clinic Ltd.
By booking, attending or receiving services from us, you confirm that you have read, understood and agree to be bound by these Terms.
1. ABOUT US
The Avenue Clinic Ltd, trading as The Avenue Clinic (“The Avenue Clinic”, “we”, “us”, “our”), is a company registered in England and Wales under company number 14111872.
Registered Office:
24 The Avenue
Alwoodley
Leeds
LS17 7BE
Email: info@theavenueclinic.co.uk
Telephone: [Insert Number]
2. APPLICATION OF THESE TERMS
2.1 These Terms apply to all services provided by The Avenue Clinic including, but not limited to:
- GP consultations;
- Health screening;
- Blood testing;
- Ultrasound examinations;
- Women’s health services;
- Fertility services;
- Medical reports;
- Referrals;
- Diagnostic investigations;
- Health assessments; and
- Any associated healthcare services.
2.2 By booking or attending an appointment you agree to be bound by these Terms.
2.3 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
3. BOOKINGS
3.1 Appointments may be booked:
- Online;
- By telephone;
- By email;
- In person; or
- Through any authorised third-party booking platform.
3.2 An appointment is not confirmed until:
- the booking has been accepted by us; and
- payment has been received where payment is required in advance.
3.3 Appointment times are allocated specifically for you and we request that patients arrive at least 10 minutes before their scheduled appointment time.
3.4 Patients arriving late may have their appointment shortened, rearranged or cancelled at our discretion.
3.5 Where additional services are required during an appointment, additional charges may apply.
4. FEES AND PAYMENT
4.1 All fees must be paid in full at the time of booking unless otherwise agreed by us in writing.
4.2 Prices are displayed on our website and may be amended from time to time.
4.3 We reserve the right to refuse appointments where payment has not been received.
4.4 Any quotations provided are valid only for the period stated.
4.5 Payment may be made using methods approved by us from time to time.
5. CANCELLATIONS AND REFUNDS
5.1 If you cancel more than five (5) days before your appointment, you will receive a full refund.
5.2 If you cancel between two (2) and five (5) days before your appointment, you will receive a refund less an administration charge of £50.
5.3 If you cancel less than two (2) days before your appointment, no refund will be payable.
5.4 Failure to attend an appointment without notice shall be treated as a non-attendance and no refund will be payable.
5.5 We may, entirely at our discretion, waive cancellation fees in exceptional circumstances.
5.6 Any refunds approved by us shall be processed using the original payment method wherever possible.
6. CANCELLATION OR REARRANGEMENT BY US
6.1 We reserve the right to cancel, postpone or rearrange appointments where necessary.
6.2 This may occur due to:
- Clinician illness;
- Staff absence;
- Equipment failure;
- Technical issues;
- Operational requirements;
- Safety concerns;
- Circumstances outside our reasonable control.
6.3 Where we cancel an appointment, we shall use reasonable endeavours to offer an alternative appointment or refund any fees paid for the affected appointment.
6.4 Except where required by law, we shall not be liable for any indirect costs, losses, travel expenses, accommodation expenses, loss of earnings or other losses arising from cancellation or rearrangement.
7. PATIENT RESPONSIBILITIES
7.1 You agree to:
- provide complete, accurate and truthful information;
- provide all relevant medical history, medications, allergies, symptoms and previous investigations;
- update us regarding any changes to your medical condition;
- follow reasonable instructions provided by clinicians;
- ensure all information provided by you remains accurate.
7.2 We shall not be responsible for any adverse outcome arising from inaccurate, incomplete or misleading information supplied by you.
8. CLINICAL SERVICES
8.1 Clinical services are provided by appropriately qualified healthcare professionals.
8.2 All clinicians exercise independent professional and clinical judgment.
8.3 Recommendations, treatment plans, referrals, prescriptions, reports and investigations are based upon the information available at the time of consultation.
8.4 Clinical outcomes cannot be guaranteed.
8.5 No medical service, consultation, investigation or treatment can guarantee the diagnosis, prevention, treatment or cure of any condition.
9. PRESCRIPTIONS, REFERRALS AND INVESTIGATIONS
9.1 Clinicians retain absolute discretion regarding:
- Prescriptions;
- Referrals;
- Sick notes;
- Medical certificates;
- Investigations;
- Reports; and
- Treatment recommendations.
9.2 The booking or payment for an appointment does not guarantee:
- A prescription;
- A referral;
- A specific investigation;
- A medical report;
- A fit note; or
- Any particular outcome.
9.3 Clinicians may decline any request where they consider it clinically inappropriate, unsafe, unlawful or contrary to professional guidance.
10. BLOOD TESTS AND LABORATORY SERVICES
10.1 Blood tests are analysed by accredited third-party laboratories.
10.2 Estimated turnaround times are provided for guidance only and are not guaranteed.
10.3 Delays may arise due to:
- Laboratory processing;
- Courier delays;
- Equipment issues;
- Quality assurance procedures;
- Additional testing requirements;
- Circumstances outside our control.
10.4 The Avenue Clinic shall not be liable for delays caused by third-party laboratories or associated service providers.
10.5 Test results must always be interpreted in conjunction with clinical history, examination findings and other investigations where appropriate.
11. ULTRASOUND AND DIAGNOSTIC IMAGING
11.1 Ultrasound examinations and diagnostic imaging have inherent limitations.
11.2 Not all conditions, abnormalities or diseases can be identified through ultrasound imaging.
11.3 A normal scan does not guarantee the absence of disease.
11.4 Additional investigations, imaging, specialist referral or follow-up may be required.
11.5 Scan findings are based upon the images and information available at the time of examination.
12. HEALTH SCREENING SERVICES
12.1 Health screening services assist in identifying potential health risks but do not guarantee detection of all medical conditions.
12.2 A normal result does not guarantee the absence of disease.
12.3 An abnormal result may require further investigation, monitoring or specialist referral.
12.4 Screening services should not be relied upon as a substitute for NHS emergency services, ongoing medical care or specialist assessment.
13. MEDICAL EMERGENCIES
13.1 The Avenue Clinic is not an emergency medical service.
13.2 If you believe you are suffering from a medical emergency you should immediately:
- Dial 999;
- Attend the nearest Accident and Emergency Department; or
- Contact NHS 111 where appropriate.
13.3 You must not delay seeking emergency treatment whilst awaiting an appointment or test result from us.
14. MINORS AND CAPACITY
14.1 Patients under the age of 18 may only be seen in accordance with applicable law and professional guidance.
14.2 We reserve the right to require the attendance of a parent, guardian or responsible adult.
14.3 We reserve the right to decline treatment where consent or capacity requirements are not satisfied.
15. PATIENT CONDUCT
15.1 We are committed to providing a safe environment for patients and staff.
15.2 We reserve the right to refuse treatment, terminate appointments or remove individuals from our premises where behaviour is:
- Abusive;
- Aggressive;
- Threatening;
- Harassing;
- Violent;
- Discriminatory; or
- Otherwise inappropriate.
15.3 No refund shall be payable where an appointment is terminated due to inappropriate conduct.
16. RECORDING POLICY
16.1 Audio recording, photography or video recording within our premises is prohibited without prior consent.
16.2 We reserve the right to refuse or terminate appointments where unauthorised recording occurs.
17. CONFIDENTIALITY AND DATA PROTECTION
17.1 Personal information shall be processed in accordance with:
- UK GDPR;
- Data Protection Act 2018; and
- Our Privacy Policy.
17.2 Information may be shared with:
- Healthcare professionals involved in your care;
- Laboratories;
- Diagnostic providers;
- Regulators;
- Insurers; or
- Other third parties where required by law or necessary for providing services.
17.3 Further information is available within our Privacy Policy.
18. COMPLAINTS
18.1 Complaints should be submitted to:
info@theavenueclinic.co.uk
or
The Avenue Clinic Ltd
24 The Avenue
Alwoodley
Leeds
LS17 7BE
18.2 We shall investigate complaints in accordance with our complaints procedure.
18.3 Further information regarding our complaints process is available upon request.
19. FORCE MAJEURE
19.1 We shall not be liable for any delay or failure to perform our obligations where such delay or failure results from circumstances beyond our reasonable control.
19.2 Such circumstances include but are not limited to:
- Severe weather;
- Power failure;
- Pandemic;
- Epidemic;
- Industrial action;
- Equipment failure;
- Cyber incidents;
- Telecommunications failure;
- Government action;
- Supplier failure.
20. LIMITATION OF LIABILITY
20.1 Nothing in these Terms shall exclude or limit liability where such exclusion or limitation would be unlawful.
20.2 Nothing in these Terms excludes liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation; or
- any liability which cannot legally be excluded.
20.3 Subject to clause 20.2, The Avenue Clinic shall not be liable for:
- Indirect loss;
- Consequential loss;
- Loss of earnings;
- Loss of profit;
- Loss of opportunity;
- Loss of goodwill;
- Loss arising from delayed diagnosis by third parties;
- Loss arising from failure to follow medical advice.
20.4 Our total liability arising from any appointment or service shall not exceed the amount paid by you for the specific service giving rise to the claim, except where prohibited by law.
21. INTELLECTUAL PROPERTY
21.1 All content displayed on our website, literature, reports and materials remains our intellectual property unless otherwise stated.
21.2 No material may be reproduced without prior written consent.
22. CARE QUALITY COMMISSION
22.1 The Avenue Clinic operates in accordance with applicable regulatory requirements.
22.2 Information regarding our registration status can be obtained from us directly or from the Care Quality Commission.
23. CHANGES TO THESE TERMS
23.1 We reserve the right to amend these Terms from time to time.
23.2 Updated versions shall be published on our website.
23.3 The version in force at the date of booking shall apply to that booking.
24. GOVERNING LAW
24.1 These Terms shall be governed by and construed in accordance with the laws of England and Wales.
24.2 The courts of England and Wales shall have exclusive jurisdiction in relation to any dispute arising from these Terms or any services provided by The Avenue Clinic.