TERMS & CONDITIONS
Menopause Health Matters is a private clinic which provides specialist medical services relating to the treatment of the symptoms of the menopause and perimenopause.
In order to receive our Services you must be aged 18 or over.
Please read the following important terms and conditions which will apply to all Services which we provide to you. By using our Services you agree to be bound by these terms and conditions.
We may amend these terms and conditions from time to time and will inform you by email of any significant changes made. Any amendment to the terms and conditions (and therefore the Contract) shall be effective on the date upon which we communicate the changes to you.
Our services and advice are provide for non-urgent circumstances only and it is not possible to contact any of our clinicians outwith appointment times. Any client or prospective client whose needs require more urgent or multidisciplinary support should contact their GP in the first instance.
In case of any medical or mental health emergency including risk of suicide, please call 999 or attend your nearest Accident and Emergency department. The following services may also be contacted:
NHS 24 – 111
This service is available to give help and advice if your GP surgery is closed and you cannot wait until it re-opens.
Samaritans – 116 123; jo@samaritans.org
Samaritans provide twenty-four hour emotional support to individuals who are suicidal or in crisis.
WHO WE ARE
We are Menopause Health Matters Limited, a company registered in Scotland under company number SC733528.
We provide the Services in-person. The charges for the Services are set out on our Site. The provision of the Services to you by us are subject to these terms and conditions.
Menopause Health Matters is a Healthcare Improvement Scotland (HIS) registered facility. Registration number 02384.
DEFINITIONS
In this Contract:
‘Advice’ means any medical advice or information provided by us to you in whatever form whether via the telephone, by video call, in email or in person
‘Appointment’ means the agreed time for a Consultation arranged and reserved through our booking system
‘Charges’ means the fees for the Services and Medicines shown in our current price list (as amended from time to time)
‘Consultation’ means an Initial Consultation or Follow Up Consultation
‘Contract’ means the booking process and these terms and conditions
‘Medicine’ means any medicines prescribed as part of the Services
‘Patient’ means a person who receives certain Services from Menopause Health Matters
‘Questionnaires’ the Medical History Form and Menopause Symptom Questionnaire completed by you
‘Services’ means the provision of private medical Advice relating to symptoms of the perimenopause and the menopause including (but not limited to) the Initial Consultation, any Follow-Up Consultation Treatment Plan and any Associated Services
‘Site’ means our Menopause Health Matters website menopausehealthmatters.co.uk
‘System Provider’ means our clinical records system Semble
‘Treatment Plan’ means your treatment plan devised by a practitioner to assist with the management of symptoms of the perimenopause and menopause;
‘we’, ‘us’ or ‘our’ means Menopause Health Matters
‘Working Days / Hours” means Monday – Friday 9am – 5pm
‘you’ or ‘your’ means a Patient.
YOUR PRIVACY & PERSONAL INFORMATION
Your privacy and personal information are important to us. Any personal information which you provide to us will be dealt with in accordance with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information and your rights in relation to your personal information.
The Privacy Policy is available to view on our website.
PAYMENT
All prices advertised are in UK sterling.
We accept most credit cards and debit cards as payment for the Services. We do not accept cash or cheques.
In order to pay the Charges for Services you will need to provide to us payment card details at the time of booking your appointment. You must have appropriate authority to use the card which you use for payment.
We require pre-payment of your appointment to secure your booking at Menopause Health Matters. Your credit or debit card will be charged immediately at the point of booking your Consultation.
Payment processing services are provided by Stripe. The payment details which you provide to us are passed directly to Stripe and will be subject to its terms of service at https://stripe.com/en-gb/checkout/legal and their privacy policy at https://stripe.com/engb/privacy
By inputting payment card details, you are consenting to the use of the payment card details by Stripe for the purpose of paying for your order. If you have any questions relating to these services, please contact Stripe.
We do not store any of your payment card details on our systems and we shall incur no liability for the failure or data breach by any third-party provider including (but not limited to) Stripe, System Provider or providers of Associated Services to keep your information secure.
CANCELLATIONS AND CHANGES
You may cancel or reschedule your appointment with no fee, up to 48 working hours (Mon-Fri) before your scheduled appointment time.
CANCELLATIONS
If you wish to cancel, you can do this by following the cancellation link within your confirmation booking email. To receive a refund, please email us at admin@menopausehealthmatters.co.uk. Please note that there can be a delay of up to ten days before you receive your refunded payment.
CHANGING YOUR APPOINTMENT
If you need to change your appointment, please advise us as early as possible by telephone and we will help you to re-schedule.
Please note all changes must be requested at least 48 working hours (Mon-Fri) before your scheduled appointment time to avoid incurring the full cost.
NON-ATTENDANCE
If you fail to attend an appointment and do not advise us within the 48 hour cancellation period, you will not receive a refund and will not be able to use the payment towards a new appointment. If you have not paid in advance then you will be invoiced the full cost of the missed appointment.
Our rights to end the Contract with you
We reserve the right to terminate the provision of all or part of the Services immediately at any time without any liability, by providing you with written notice. Such notice may be provided by email.
We may end the Contract immediately and cancel your access to the Services:
• if we are subject to any laws or regulations which require us to end your use of the Services
• if you display any difficult, harassing, or abusive behaviour whilst on our premises or during communication with us
• if you fail to provide true, clear and accurate information regarding your personal details, medical history and/or symptoms, or identification including (but not limited to) your failure to provide any of the Questionnaires
• if you fail to pay the Charges for the Services
• if you fail to attend an Appointment and have not cancelled the Appointment in accordance with Cancellation advice above
PHARMACY SERVICES, PRESCRIPTIONS & ASSOCIATED SERVICES
We work with CloudRx, a licensed online Pharmacy GPHC no. 9011284, to dispense and dispatch medication on our behalf. Following your consultation, should medication be prescribed, CloudRx will contact you directly to take payment for the medication before dispensing to your home address.
For the purposes of enabling CloudRx Pharmacy to verify your identification in receipt of your prescription, you agree and consent to us sharing your name, address and date of birth with them.
Alternatively, you may prefer to be issued with a written private prescription during your consultation, to take to the pharmacy of your choice.
LIABILITY
Menopause Health Matters hold adequate insurance for Medical Malpractice and Professional Indemnity, as well as Public Liability.
Doctors at Menopause Health Matters are under a duty to provide their services with the knowledge, skill and care in accordance with the GMC. Doctors’ registration details and status can be found at www.gmc-org.uk
We are a separate legal entity to any third party referred to in this Contract including the System Provider and any supplier of Associated Services.
THIRD PARTY RIGHTS
No one other than a party to this Contract has any right to enforce any term of this Contract.
COMPLAINTS POLICY
Menopause Health Matters aim to meet your expectations of care and service and to resolve any complaints as efficiently and effectively as possible. If you are dissatisfied with something we have done, or have not done, please tell us and we will do our best to put things right.
Wherever possible we encourage you to speak with a member of staff in the first instance. If this is not possible/appropriate we ask that you contact the Clinic Director by email at clinic@menopausehealthmatters.co.uk telling us your full name and address, along with details of the complaint, how you wish to be contacted and what outcome you are looking for.
Your complaint will be acknowledged within 3 working days. We will provide you with a full response to the complaint as soon as possible and within 20 working days. If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
If you are still dissatisfied with our decision or the way in which we have dealt with your complaint when we have sent you our full response, you can contact:
Healthcare Improvement Scotland
Gyle Square
1 South Gyle Crescent
Edinburgh EH12 9EB
email: his.ihcregulation@nhs.scot