Practice Terms and Conditions
1. Definitions
1.1 Welcome to Dr Fiona McAndrew Practice. By accessing our services, you agree to be bound by the following Terms and Conditions. Please read them carefully. These terms govern the relationship between you (the patient) and Dr Fiona McAndrew (referred to as “the Clinic,” “we,” “us,” or “our”).
• Clinic: Dr Fiona McAndrew Practice its staff, affiliates, and facilities.
• Patient: The individual receiving medical services or their legal guardian/representative.
• Services: All medical, diagnostic, therapeutic, and administrative services provided by the Clinic.
1.2 The use of this website and our services is subject to the following Terms and Conditions. By accessing this website or registering as a patient of the clinic you agree to be bound by the Terms and Conditions set out below. It is the intention of the Clinic that all terms of a financial contract between the patients and the Clinic are contained in this document. If you have any queries, then do not hesitate to contact us at info@fmcandrew.co.uk or 020 7341 4446. You must read, agree and accept all of the terms and conditions contained in this agreement and our Privacy Policy.
1.3 These terms and conditions are governed by and construed in accordance with English law and you agree that the English courts will have exclusive jurisdiction for any dispute under this agreement. The laws of your country may be different from English law and there may be additional legal requirements for you to use our website or services. You must comply with all applicable local and international laws, statutes and regulations regarding your use of our website and services. We cannot monitor the laws of every country and it is your responsibility to ensure that your use of our website and services is legal.
1.4 This agreement includes those terms and conditions expressly set out below and those incorporated by reference. We strongly recommend that you also access and read any other information contained on other pages or websites referred to in this notice, as they may contain further terms and conditions that apply to you. Please also refer to our Privacy Policy.
1.5 We may amend these Terms and Conditions at any time by posting an amended agreement on our website. Any amended Terms and Conditions will govern new user registrations from the date that it is posted and existing users will be bound by the amended agreement after the expiry of 14 days following the date of posting.
1.6 Nothing in these Terms and Conditions shall create or be construed to imply any agency, partnership, joint venture, employee-employer relationship or franchisor-franchisee relationship between you and us. Headings are for ease of reference purposes only and in no define, limit, construe or describe the scope or extent of such section. If any provision of these Terms and Conditions is held to be invalid or unenforceable; such provision shall be struck out and the remaining provisions shall remain in full force and effect. You cannot assign this agreement but we may assign it at our sole discretion. Our failure to act with respect to a breach by you or others shall not be considered as a waiver of right to act with respect to subsequent or similar breaches. Any person who is not a party to this agreement has no rights under the contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement. This does not affect any right or remedy generally available to such a third party in law or otherwise.
2. Services Provided
2.1 The Clinic provides a range of medical services, including but not limited to consultations, diagnostic tests, treatments, and follow-up care, as described on our website or in consultation with our staff.
2.2 All services are subject to availability and do require prior booking.
2.3 The Clinic reserves the right to refuse service or refer patients to other providers if deemed necessary for clinical, ethical, or operational reasons.
2.4 Medical services are provided by qualified healthcare professionals in accordance with applicable laws and regulations.
3. Opening Hours & On-call
3.1 The Practice opening hours are fixed (Monday to Friday 8.30am - 6.00pm) by the Clinic and are subject to change without prior notice. The Clinic may at any time close the practice premises or any part thereof, without prior notice, to execute necessary repairs, alterations, redecoration or otherwise.
3.2 The Practice is closed on bank and public holidays, however, patients have 24/7-hour access to GP cover outside Practice opening hours. This is currently provided by DOCTORCALL. In the event of needing assistance please call 034 4257 9510.
4. Home Visits Within Clinic’s Opening Hours
4.1 Patients of the clinic who feel they cannot attend the practice for consultation should contact us on 020 7341 4446. If a doctor agrees, it will be arranged as soon as possible depending on the availability of the doctor to attend.
5. Registration
5.1 All persons registering with the clinic will be asked to complete a registration questionnaire and this will include confirmation of preferred communication methods, whether they wish their records to be routinely shared with their NHS GP and they will be asked to provide photo identification, to prevent fraud.
5.2 Patients are encouraged to continue their registration with an NHS GP if they are entitled to NHS care. The Clinic will liaise with any other healthcare professionals involved in your care, with your consent, as needed.
5.3 When a child is registered the details of those with parental responsibility will also be sought.
5.4 All patients registering will be required to provide a credit card as a guarantee of payment, this is stored securely using Stripe which has the highest level of bank security and encryption, our staff do not have access to your card or bank details at any time.
5.5 In the event that an invoice is not settled by the patient on the date of issue, we may charge the card details stored on file after 7 days. In this event, we will provide at least 48 hours advance notice by email. If you wish to settle the invoice using an alternate payment method this may be done at the time of the invoice being issued.
6. Appointments and Cancellations
6.1 Booking: Appointments can be made via phone, email, or in person. Patients must provide accurate contact details, medical information and card details when booking.
6.2 Failure to confirm appointment: All patients are required to complete registration prior to their first appointment. This includes a new patient questionnaire, credit/debit card registration as security and supply photographic identity. If these have not been completed within 24 hours of your appointment time, then we reserve the right to cancel your appointment.
6.3 Cancellations: Patients must notify the Clinic at least 24 hours in advance to cancel or reschedule an appointment. If you need to cancel less than 24 hours before scheduled time, you may reschedule but a cancellation fee may still be issued to your account.
For certain services which are booked and paid for in advance, an administration fee may be payable for cancellation due to fees already incurred by the clinic when the appointment was booked.
You can do this by calling the practice on 020 7341 4446.
6.4 No-Show Policy: Patients who have failed to attend an appointment will be subject to a 50% charge of the cost of the appointment.
6.5 If we have to cancel your appointment: The Clinic reserves the right to cancel or reschedule appointments due to unforeseen circumstances (e.g., staff illness, emergencies). We will notify you as soon as possible and offer an alternative appointment. You will also be able to access telephone advice in case of any urgent medical problem, at no additional cost.
Our practice is very busy, and this is to ensure we keep up to our appointment schedules and do not unfairly inconvenience other patients.
7. Exceptional Circumstances:
7.1 The Clinic recognises the occurrence of unforeseen circumstances. Patients encountering such situations are encouraged to contact us at their earliest convenience to discuss and potentially mitigate any associated charges.
8. AI-assisted tool
8.1 Our practice now uses Heidi, a secure AI-assisted tool, to help with consultation recording and note-taking. This allows the doctor to focus fully on you during the appointment while ensuring accurate, detailed records for better ongoing care. All recordings are securely deleted after the notes have been checked and saved to your record.
8.2 You can opt out if you prefer not to have your consultation assisted by Heidi—just let the doctor know at the start of the consultation (or contact the practice in advance). This won’t affect the quality of your care.
9. Fees and Payment
9.1 All fees for services including consultations, vaccinations, prescriptions, laboratory fees and procedures are outlined in our fee schedule, available upon request or on our website. Fees are subject to change without prior notice.
9.2 Payment is due at the time of service unless otherwise agreed in writing. Accepted payment methods include cash, credit/debit card, bank transfer. We do NOT accept American Express.
9.3 We require card details from all patients (including insured patients and members) when an appointment request is made to secure your appointment with a doctor. Please be reassured that all card details will be stored in a secure, non-accessible manner using Stripe. No payment will be taken without a patient’s consent unless we have been unable to contact a patient for consent.
9.4 In the event of a patient having an unpaid invoice over 7 days, we may refuse to provide further services until the invoice has been settled.
9.5 If an invoice is not settled by the patient on the date of issue, we may charge the card details stored on file after 7 days. In this event, we will provide at least 48 hours advance notice by email. If you wish to settle the invoice using an alternate payment method this may be done at the time of the invoice being issued.
9.6 Cancellation/failure to attend fees will be processed using the payment method provided during the initial booking. If we do not have details to charge, we shall send an invoice. Failure to pay these may accrue further charges or be sent to a debt collector.
9.7 Refunds, if applicable, will be processed in accordance with our refund policy (available upon request).
10. Insurance Company
10.1 We accept all major Insurance companies.
10.2 If you are insured, please ensure you obtain a valid authorisation number prior to your scheduled appointment and provide this to the practice on the day of your consultation, along with your policy number. Without this information you will be asked to pay any fees up front and claim this amount back from your insurance provider, using the invoice and receipt that will be provided.
10.3 Please be aware, we allow a maximum of 30 days for your insurance company to process payment for your consultation or test fees. If payment is not received from your insurance company within this time frame you will be responsible to settle payment in full and claim this amount back from your insurance company, using the receipt provided.
10.4 Patients are responsible for verifying whether their insurance covers our services. The Clinic is not responsible for obtaining insurance approvals or reimbursements.
11. Patient Responsibilities
11.1 Accurate Information: Patients must provide complete and accurate medical history, contact details, and insurance information (if applicable). Failure to disclose relevant medical information may affect the quality and safety of care.
11.2 Compliance: Patients are advised to follow the advice and treatment plans provided by our healthcare professionals. The Clinic is not liable for adverse outcomes resulting from non-compliance.
11.3 Conduct: Patients are expected to behave respectfully toward staff and other patients. Disruptive or abusive behaviour may result in refusal of service.
11.4 Consent: Patients (or their legal guardians) must provide informed consent for treatments, procedures, or diagnostic tests. Verbal consent or consent forms will be provided as needed.
12. Confidentiality and Data Protection
12.1 The Clinic complies with all applicable data protection laws, including GDPR act 2018. Patient information will be collected, stored, and processed in accordance with our Privacy Policy.
12.2 Personal and medical information will only be shared with third parties (e.g., laboratories, specialists) with your consent or as required by law.
12.3 Patients have the right to access their medical records, subject to legal restrictions and administrative fees. Requests should be made in writing to info@fmcandrew.co.uk
13. Liability
13.1 All General Practitioners practicing at the Clinic will have appropriate professional medical indemnity for their work.
13.2 The Clinic will provide services with reasonable care and skill. However, we do not guarantee specific outcomes or results from medical treatments.
13.3 The Clinic is not liable for any loss, injury, or damage resulting from patient negligence, failure to disclose relevant information, or non-compliance with medical advice.
13.4 The Clinic will not accept liability for any damage or loss to members’ or their guests’ personal property brought onto Clinic premises.
14. Termination of Services
14.1 The Clinic reserves the right to terminate services to any patient who breaches these Terms and Conditions, engages in inappropriate behaviour, or fails to meet payment obligations. Patients may discontinue services at any time but remain responsible for any outstanding fees.
15. Force Majeure
15.1 Where the performance by the Clinic or its obligations under these terms and conditions is delayed, hindered or prevented by an event or events beyond its reasonable control and against which an experienced service provider could not be reasonably have been expected to take precautions, the Clinic shall promptly notify the patient, in writing, specifying the nature of the force majeure event and stating the anticipated delay in the performance of its service.
15.2 The Clinic shall have no liability to a Member or Non-Member for any failure to deliver the services or any delay in doing so for any damage or defect to the services provided that is caused by an event, including without limitation strikes and other industrial disputes, extreme weather, epidemic, pandemic, terrorist incidents, breakdown of systems or network access, flood, fire, explosion, earthquake, windstorm, other nature disasters, war, civil war, riots or Government action preventing the delivery of services.
16. Complaints
16.1 If you have a complaint, please contact the Practice Manager Rejeane Baeza at rejeane@fmcandrew.co.uk. We acknowledge within 3 working days, and we will investigate and respond within 20 working days.
17. Amendments
17.1 The Clinic reserves the right to update or modify these Terms and Conditions at any time. The most current version will be available on our website or at our facility. Continued use of our services constitutes acceptance of the updated terms.
18. Contact Information
For questions or concerns regarding these Terms and Conditions, please contact:
Dr Fiona McAndrew, Private GP
10 Pennant Mews
London
W8 5JN
Tel: 020 7341 4446
Email: info@fmcandrew.co.uk