Terms & conditions

Overview

These conditions govern the use of Healthwatch Limited (Company No. 06997189), trading as Mayfield Clinic, including our medical services and website (www.mayfieldclinic.co.uk) and any associated domains. Our registered office address is 3rd Floor, Mayfield House, 256 Banbury Road, Oxford, OX2 7DE. We are registered with the Care Quality Commission (CQC).

Our mission is to deliver personalised private healthcare. As we operate outside the National Health Service (NHS) and receive no government funding, we charge fees for our services. All care is provided within booked appointments. We do not offer medical advice outside appointments, nor do we provide out-of-hours or urgent care.

If you do not agree to these Terms and Conditions, you must discontinue use of our services immediately. We recommend printing a copy of these Terms for future reference.

Patient Privacy

We are committed to protecting your privacy. Our privacy policies outline how we collect, use, and safeguard your data, as well as your rights. If you have any questions regarding data handling, contact us at info@mayfieldclinic.co.uk.

Please refer to our policies:

• Website and Cookie Policies
• Privacy Policy

Medical Records & Communication

We maintain patient records in strict confidence and share information only with medical service providers directly involved in your care (e.g., laboratories, imaging centers, or referred specialists). Communication occurs via phone and email, with secure government email systems used where possible. However, we accept no responsibility for security breaches through these communication methods.

Your information will not be shared with third parties without your consent, except:

• If you request to share records with your NHS GP.
• When a patient poses a risk to themselves or others.
• If required by a court order.

By providing us with an email or phone number, you grant implied consent for communication regarding your healthcare.

Patient Identity Confirmation & Summary Care Record Access

As part of our registration process, we may search the Patient Demographic Service (PDS) used by the NHS to confirm your NHS number. This aligns with government-endorsed identity assurance principles (Health and Social Care Act 2012, Section 250). Your NHS number helps confirm identity, minimizing the need for photo ID and facilitating communication with NHS providers when necessary (e.g., emergency care).

Appointments & In-Appointment Services

• Payment: All appointments must be prepaid at the time of booking. Fees cover consultation time only. Any additional investigations or treatments incur additional charges - this includes medical forms and follow-up advice.
• Liability: Medical practitioners are solely responsible for their clinical practice. Mayfield Clinic does not provide out-of-hours care and is not liable for patients’ well-being outside opening hours.
• Suitability: We do not treat acute medical emergencies. If you are unwell, call 999 for emergencies or 111 for non-emergency medical advice.
• Eligibility: We only consult directly with patients or the legal guardians of minors under 16. The patient must be in the UK at the time of the consultation.
• Remote Consultations: Virtual consultations have limitations. If an in-person examination is required, a new appointment must be booked at standard rates.

If you require medical forms to be completed, please bring these to your consultation and allow time within the allocated appointment slot for the clinician to complete them - any forms requiring completion outside of a consultation will be subject to an additional fee. Vaccinations require payment upon being ordered, and are non-refundable after this time.

Pricing & Cancellation Policy

• Pricing Transparency: Fees are listed on our website. We aim to notify patients before incurring additional charges during consultations.
• Cancellations & Refunds:
  • Full refunds are available for cancellations made 24+ hours before the appointment.
  • Appointments cancelled within 24 hours are non-refundable.
  • Appointments booked within 24 hours of the scheduled time are non-refundable.
  • No-shows are not eligible for refunds.
• Refunds:
  • Issued to the original payment method via Stripe (processing takes 5-10 business days).
  • No refunds for administered medications, vaccinations, tests, or treatments.
• Rescheduling:
  • Appointments can be rescheduled free of charge up to 24 hours in advance.
  • Within 24 hours, rescheduling is not permitted.
• Punctuality:
  • Late arrivals exceeding 15 minutes for a 30-minute appointment result in automatic cancellation without refund (by default)

Home Testing Services

• Home test kits are non-refundable under distance selling regulations.
• Mayfield Clinic is not responsible for delays due to:
  • Incorrect contact details.
  • Email spam filters blocking results.
  • Postal delays.

Membership Terms & Conditions

Mayfield Clinic offers membership packages with benefits such as reduced fees, priority booking, and health checks. Membership terms include:

• Non-refundable and non-transferable annual membership.
• Auto-renewal applies unless cancelled before expiry.
• We reserve the right to decline membership and update terms.
• Membership benefits expire without renewal.
• Pricing is subject to change upon renewal.
• Membership termination:
  • Cancelling prevents auto-renewal.
  • No partial refunds.

Refusing Access

We reserve the right to refuse service to individuals, including those who:

• Exhibit violent, threatening, or aggressive behaviour.
• Refuse to pay for services.
• Request controlled substances inappropriately.
• Make unethical requests.

Complaints Policy

We strive to provide high-quality service. If expectations are not met, complaints can be submitted via:

• In person: Speak to the Practice Manager, Commercial Director, or Clinical Director.
• Email: info@mayfieldclinic.co.uk (Subject: “Complaint”).
• Mail: Address to Dr. Amanda Northridge, Complaints, Mayfield Clinic, 256 Banbury Road, Oxford, OX2 7DE.

Include:

• Nature of the complaint.
• Location and time of the incident.
• Actions already taken.
• Desired resolution.

We aim to acknowledge complaints within 5 working days and respond within 21 working days.

Staff Zero-Tolerance Policy

We enforce a zero-tolerance policy regarding abuse or threats toward staff.

Legal Terms

By using our services, you agree to Mayfield Clinic’s Patient Privacy Policy, Cookie Policy, and Website Privacy Policy, which are incorporated into these Terms.

Notices & Contact Information

Mayfield Clinic may contact you via:

• Email or phone (per your registered contact details).
• Written notice to your registered postal address.
• System-wide notifications.

For inquiries, contact info@mayfieldclinic.co.uk or mail us at our registered office.

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