Provision of Services

1. Registration

It is a condition of registration that all registered patients agree and 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 preference 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: [email protected].

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 or by calling us on 020 8336 6550. Please note that not all sites provide the same services so please confirm your needs upon booking.

As of March 2023, we no longer support direct debit or cash payments. During the registration process, there will be an option to securely store your card details. Payments will be automatically processed on your stored card at the time of booking each appointment or service. Any additional services used at the time of the appointment will automatically be billed to the stored card.

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 induvial 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 knot be charged and the face to face consultation will be chargeable at the usual price.

Any follow up telephone or email consultations 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 is 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 in advance.

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. Payment for Services

During the registration process, there will be an option to securely store your card details. Payments will be automatically processed on your stored card at the time of booking each appointment or service. Any additional services used at the time of the appointment will automatically be billed to the stored card.

Pleases note that where family members are on a shared account, the nominated bill payer will receive notification of charges and services received, by joining a family account you are consenting for this information to be shared with the account billpayer.

2. Missed Payments

All invoices should be settled before an appointment or service.

Where an invoice is not paid, The Private GP Group will try 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 Groves Private GP 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 Groves Private GP offers three tiers of Annual Health Plans: Silver, Gold, and Platinum 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 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. 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.

3. Family Health Plans

The Individual Annual Health Plan is non-transferable; the services provided are solely for use by the registered Member. The Family Plan’s offer is available for all of our three Membership tiers, for up to four people.

For any additional people they will be required to sign up for an Individual Annual Health Plan of their choice.

Child Members will only be accepted where a parent or legal guardian is also registered; for under 18s a parent and/or legal guardian may complete the registration form on their behalf.

4. 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 encourage Silver Members to securely store their card details for the payment of chargeable services. Please see the above section on Payments 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.

If you choose to make monthly payments for your Annual Health Plan, you must do so via card payment.

Any chargeable services will, therefore, be charged via saved payment method.

The Individual Gold Plan includes:

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

The Gold Family Plan includes:

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

6. Platinum Annual Health Plan

The Platinum Annual Health Plan can be purchased by one annual payment or by monthly 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 saved payment method. Any chargeable services will, therefore, be charged to your card unless paid for upfront.

The Platinum 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.

If you do not attend your scheduled appointment, this is still counted as one of your included GP consultations and will be deducted from the total remaining appointments. Please ensure that appointments are cancelled with at least 24 hours’ notice. Please see our cancellation policy for more information.

7. 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. 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.

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:

• FAO: The Practice Manager – The Private GP Group, 171 Clarence Avenue, New Malden, KT3 3TX
• Or; [email protected].

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.