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

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