GP Terms and
Conditions

These Terms and Conditions should be read alongside our Privacy Policy.

The Privacy Policy contains important information on who we are and how and why we collect, store, use and share your personal information. It also explains your rights in relation to your personal information and how to contact us or supervisory authorities in the event you have a complaint.

Please read these Terms and Conditions carefully as it contains important information on the scope of the services we provide and how we deliver them. By using our services, you are deemed to have accepted these Terms and Conditions. If you do not agree to these terms of use, please refrain from accessing or using our services.

You must not use this service for emergencies or urgent conditions as this may delay necessary treatment

If you believe that you are in an emergency or life-threatening situation you should contact your local Emergency Services immediately by dialling 999 or 112, especially if you or someone:

  • have severe difficulty or are not breathing
  • is having a heart attack or stroke
  • has severe chest pain
  • has severe abdominal pain
  • has severe bleeding
  • has lost consciousness
  • is in an acute confused state and/or is having fits which aren’t stopping
  • is in suicidal distress

Eligibility and Healthcare Provider Information

Only residents and/or nationals of the United Kingdom (UK) or Ireland are eligible to use our services. By using our services, you are confirming that you are a UK or Irish resident and/or national.

The healthcare provider in the United Kingdom is HealthHero Solutions Ltd, registered in England, Company No. 03766413. The health professionals contracted to HealthHero Solutions Ltd are registered with the General Medical Council.

The healthcare provider in Ireland is HealthHero Healthcare Ireland Ltd, registered Company No. 670586. The health professionals contracted to HealthHero Healthcare Ireland Ltd are registered with the Irish Medical Council.

Service Availability

The Telephone Consultation Service is available 24 hours a day, 7 days a week; the Video Consultation Service is available from 8.00am to 10:00pm, UK time, 7 days a week, excluding Christmas Day*.

Not all the services described below may be available to you. You will only be entitled to those we have agreed to provide on behalf of the partner organisation who has given you access to our services.

The service is not a replacement for your own GP. You may still need to see your own GP or contact the emergency services if the clinician feels it is necessary.

Pregnant Patients

We may not be able to provide full service if you suspect you may be or are pregnant. HealthHero has defined the duration of pregnancy to be from conception to 8 weeks post-delivery.

If you are pregnant and book a consultation, we will complete that consultation and the GP will use their professional judgement when assessing next steps.

HealthHero’s policy is that we should not provide medical advice or diagnosis for conditions that may be impacted or influenced by the fact you are pregnant. For the avoidance of doubt, and where this is the case, our policy is to signpost you back to your own GP or maternity care provider by default, as pregnancy impacts on many conditions for which a telemedicine service is not well suited to make a safe diagnosis or offer treatment, including advice.

It is also our policy that should you declare to us that you are pregnant or have had a positive pregnancy test, we will signpost you to a local GP or maternity care provider to arrange a ‘booking visit’ and antenatal care if you have not already done so.

Your Responsibilities

The clinician does not have access to your full medical records and therefore any advice or treatment options given are based on information you provide during the consultation.

It is your responsibility to ensure that any information you provide is honest, accurate and lawful. If you choose to withhold relevant information from the clinician, it could affect care they are able to give and they may not be able to provide additional services to you, such as prescriptions, referral letters or fit notes.

HealthHero and the consulting clinician cannot be held responsible should the information you provide be inaccurate or incomplete.

We are not responsible for your routine or ongoing care, so it is in your best interests that if the clinician asks for permission to share information regarding the consultation with your own GP, that you agree. Should you not give us consent to do so, please be aware that the clinician may feel that it is not safe to proceed with any treatment or referral options discussed.

Preparing for your consultation

At the time of your consultation, you should ensure you are somewhere private.

Providing images or relevant documents can, where appropriate, help the consulting clinician to make a diagnosis. Should our patient care team think it would be helpful, they will send you an email with instructions on how to provide them or, you can attach items directly when using the Request Appointment or Message Doctor services if you have access to a GP Surgery App.

Please be aware that the quality of any images or documents you send may not permit a diagnosis and that any you provide are for the sole purpose of the consultation.

Appointment Booking

Appointments can be booked by telephone or online if that is available to you.

Appointments made by telephone will be confirmed at the time of your call and if you use online booking or the Request Appointment service, a confirmation will be sent electronically.

Where all available video consultation appointments have already been booked on a given day, you will be offered one on the next day or the next available telephone appointment instead.

Telephone Services

Where possible, we recommend that you use a land line for a telephone consultation as mobile reception quality is often variable.

If you have call barring set up on your phone, we would recommend using a different line as it is possible that your service provider could block the clinician’s call to you.

Online Services

The availability of our online services cannot be guaranteed as mobile data and internet connections are controlled by third parties with whom HealthHero has no direct relationship or contract.

If the content of any electronic communication you send to us is inappropriate and/or abusive we will take whatever action is appropriate, including reporting the incident to the partner organisation who provides you with access to our services and if required to do so by law, to the relevant law enforcement authorities. We do not tolerate any abuse of our staff in any form.

Video Consultations

When a video appointment is confirmed we will send you an email with a link to access the service. Very occasionally, email systems can experience delays outside our control. If you have not received your email you should contact us before the consultation is due to commence.

Should a video consultation not be possible for any reason, the clinician will initiate or attempt to continue the consultation over the telephone.

The clinician reserves the right to terminate the video consultation in the event of any inappropriate behaviour.

Request Appointment

If you have access, this online service allows you to request a GP appointment using the GP Surgery App provided to you. The service is available from 8.00am to 10:00pm, UK time, 7 days a week, excluding Christmas Day*.

We use reasonable endeavours to respond to requests within 4 hours, but if you require an appointment more quickly, please call to arrange one using the Phone GP icon within the App or the directly dialling the telephone number given to you to access our services.

Unless you request a specific time, we will offer you the next available appointment. Where we are unable to provide an appointment at your specified time, we will use reasonable endeavours to offer you a time as near to it as possible.

You should not use this service for non-appointment queries or if you are making a complaint. Messages unrelated to this service will be disregarded.

Any requests received outside of our published hours will not be processed until after 8.00 am.

Message Doctor

This service allows you to make a simple health query to online using the GP Surgery App provided to you. It is available from 8.00am to 10:00pm, UK time, 7 days a week, excluding Christmas Day*.

We use reasonable endeavours to respond to queries within 4 hours and if it is suitable, a clinician will provide a written response to you by email. However, if your query is more complex or indicates more serious health concerns, we will advise you to make an appointment for a full consultation.

You cannot use this service to seek a prescription, referral letter or fit note. Should you do so, we will reply advising you to make an appointment for a full consultation.

You should not use this service for non-medical queries or if you are making a complaint. Messages of any non-clinical nature sent via this service will be disregarded.

Any Message Doctor queries received outside of our published hours will not be processed until after 8.00 am.

Private Prescription Service

If this service is available to you, the diagnosing clinician can offer you a private prescription where they feel that prescription medication could assist you in treating your symptoms.

Private prescriptions will only be raised:

  • At the sole discretion of the clinician
  • During a telephone or video consultation
  • If it is safe, clinically appropriate and in your best interests
  • If it complies with our prescribing policy

Please be aware that some medications cannot be prescribed remotely, and the clinician will advise you if they are unable to do so.

In the absence of possession and knowledge of your medical records and follow up care, except for the contraceptive pill in Ireland, the service is not suitable for issuing repeat prescriptions.

If you are unable to satisfactorily answer the clinician’s questions, then they may not be able to raise a private prescription.

Repeat Prescriptions

As we are unable to provide you with continuity of care and do not have access to your medical or summary care records, except for the contraceptive pill in Ireland, the service is not suitable for issuing repeat prescriptions.

Prescription Fulfilment

Our clinicians can only issue private prescriptions, so please be aware that State funding or exemptions do not apply, and any costs associated with fulfilment will be met by you.

HealthHero does not charge for issuing private prescriptions, but in choosing to have it fulfilled, you will be entering a contract with a pharmacy outside of the control of HealthHero. Fulfilling a private prescription is at the sole discretion of the dispensing pharmacist and HealthHero is not responsible for any refusal to dispense.

The clinician will automatically offer you the option(s) below to which you are entitled.

Local Pharmacy Collection

If the Medication Delivery Service is not an option made available to you by the clinician, we will ask you to nominate a local pharmacy to fulfil the prescription.

We will send the private prescription directly to the pharmacy and contact you to advise when it is ready for collection.

When choosing the collection service, please be aware that we will have no knowledge or control over the pharmacy charges for fulfilling the private prescription.

Medication Delivery Service

For patients in the UK, if you have agreed to a private prescription being raised, you will have the choice to have it dispensed by our partner community pharmacy. They will not charge you for processing the prescription, but you will be required to pay for the cost of the medication and delivery.

The dispensing pharmacy is open on weekdays from 9 am to 6pm and on Saturdays from 9am to 1pm, UK time, excluding UK bank holidays*.

The dispensing pharmacy will use reasonable endeavours to contact you within 1 hour of receiving the prescription and attempt contact at least 3 times before cancelling your prescription.

The dispensing pharmacy will confirm the total cost and delivery options and you are under no obligation to proceed.

Electronic prescriptions

If you are outside of the UK or Ireland, and at our sole discretion, we may offer you a digitally secure electronic prescription for a nominated pharmacy.

You must present this to your nominated pharmacy, acting as the intermediary between us and them, unaltered and with the instructions included in the email you receive with the prescription. Fulfilling an electronic prescription is at the sole discretion of the dispensing pharmacist you present it to, and HealthHero is not responsible for any refusal to dispense.

When choosing to receive an electronic prescription, please be aware that we will have no knowledge or control over the pharmacy fulfilment charges.

We are unable to electronically prescribe any controlled medications.

Open Private Referrals

Should the clinician feel you would benefit from a specialist assessment they can provide you with an open private referral letter.

This is an open private referral, which means it can be presented to any consultant with the stated specialty. The referral is for private use only and may not be accepted for services provided by state funded healthcare.

If you have access to privately funded healthcare, please note that the open private referral is not a claims authorisation and you will need to speak to your healthcare provider prior to accessing any treatment, unless you intend to self-fund.

To best meet your clinical needs, you should not seek to directly access any diagnostic or testing services before engaging a consultant, as they will take responsibility for any subsequent diagnosis, care or treatment you may require. This is not something our referring clinicians are able to do.

Referral letters can be posted or emailed directly to you.

Private Medical Certificates or Fit Notes

If it is clinically appropriate and if the service is available to you, the clinician can issue a private medical certificate or fit note.

HealthHero does not charge for issuing these documents, but you will need to check with your employer to confirm that they will accept one.

Private medical certificates or fit notes cannot be used to access state funded sick pay or welfare benefits.

Translation Services

Upon your request, we can provide translation services via a interpreter. We use a translation service provided by Language Line Limited for patients when English is not their first language. Language Line will not retain any call scripts and your personal data will be processed live for the purposes of translating the call.

The interpreters are independent contractors and any translation given to you by an interpreter is the sole responsibility of the interpreter and may not be entirely accurate in all cases. In the circumstances, and to the extent permitted by law, we do not warrant or make any representation as to the interpretation by an interpreter and disclaim any liability for the acts or omissions of such interpreter.

The service provided to you will be limited to translated advice only and is only available as a Video consultation.

The interpreter is only present to facilitate communication during the consultation. They should not be asked to undertake any other duties during the consultation time.

Please note that when an interpreter is required, additional time may be needed for your consultation.

Consultation Notes

If this service is available to you and following your consultation with a GP you will be issued with a copy of the consultation notes and if clinically appropriate, the following documentation:

  • Medical certificate or Fit Note
  • Referral Letter

The information contained in these documents is fully encrypted and will be made available to your device from the Medical Solution platform if you have access to a mobile application (App) or sent by email to the address you have provided. If you are accessing our services through an App, the partner organisation providing access to our services does not have access to the content of these documents. You should ensure that any device you use to access your post consultation notes is suitably protected from potential interception.

Concerns and Complaints

Should you wish to make a complaint or would like to raise a concern you can contact us directly on the telephone number you have been given to access the service or through the partner organisation who provides you with access to our services. You can also e-mail your concerns directly to our Patient Care Team at complaints.epc@healthhero.com. Alternatively, you can also write to us:

For patients based in the UK:
The Complaints Manager
HealthHero Solutions Ltd
Inspired,
Easthampstead Road,
Bracknell,
RG12 1YQ

For patients based in Ireland:
The Complaints Manager
HealthHero Healthcare Ireland Ltd
3 Terenure Road West
Terenure
Dublin 6W
D6W YY79

We will endeavour to acknowledge your complaint or concern as soon as it is received. We hope to be able to resolve it to your satisfaction within three working days of receipt, but if we are unable to do so, we will formally respond to you and follow our complaints procedure.

Limitation on Liability

Nothing herein excludes or limits our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation or for any other liability which cannot be excluded or limited under applicable law. Nothing herein shall affect your statutory rights.

Except as may be expressly set out in these terms, all conditions, representations and warranties relating to the service are excluded to the maximum extent permitted by law.

We shall not be liable for any defects or errors in the services, nor interruptions in or unavailability of the services, nor any breach of any obligations due to a cause beyond our reasonable control.

Except to the extent permitted by law, we shall not be liable for (i) any loss, damage or distress arising from reliance on information or reliance on availability of the services; or (ii) any indirect, consequential or economic loss, damage or distress (including any such loss, damage or distress arising from unauthorised use of or damage to your data or content), incurred by you as a result of using our services.

Our total liability to you in connection with the services whether under contract, tort, statute, common law or otherwise (and including for negligence or wilful default) shall not in any circumstances exceed stg£500,000.

Applicable Law

For the avoidance of doubt, the provision of our services from the UK shall be governed by and construed in accordance the laws of England and Wales and each of the Parties submits to the exclusive jurisdiction of the courts of England and Wales.

For the avoidance of doubt, the provision of our services from Ireland shall be governed by and construed in accordance with, the laws of Ireland and each of the Parties submits to the exclusive jurisdiction of the Irish courts.

*Correct as of 7th April 2021 and subject to change