Terms and Conditions
Terms and Conditions of
the GP Telephone/Webcam Consulting Service
Medical Solutions GP Surgery Terms and Conditions
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.
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 of 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.
You must not use the 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, especially if someone:
- has difficulty or is not breathing
- you believe someone is having a heart attack or stroke
- has severe chest pain
- has severe bleeding and it can’t be stopped
- has lost consciousness
- is in acute confused states and/or having fits which aren’t stopping
Only residents and/or nationals of the United Kingdom (UK) or Republic of Ireland are eligible to use our services. By using our services, you are confirming that you are a UK or Republic of Ireland resident and/or national.
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.
We are unable to provide service if you are an Irish female resident and you are or suspect that you may be pregnant.
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.
Medical Solutions 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.
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.
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.
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.
The availability of our online services cannot be guaranteed as mobile data and internet connections are controlled by third parties with whom Medical Solutions UK Ltd 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.
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.
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.
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.
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.
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.
Medical Solutions 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 Medical Solutions. Fulfilling a private prescription is at the sole discretion of the dispensing pharmacist and Medical Solutions is not responsible for any refusal to dispense.
The clinician will automatically offer you the option(s) below to which you are entitled.
For patients in the UK, if you have agreed to a private prescription being raised, it will normally be 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.
For patients in the Republic of Ireland or in the UK if it is 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.
If you are outside of the Republic of Ireland, 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 Medical Solutions 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 outside of the UK.
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.
If it is clinically appropriate and if the service is available to you, the clinician can issue a private fit note.
Medical Solutions does not charge for issuing private fit notes, but you will need to check with your employer to confirm that they will accept one.
Private fit notes cannot be used to access state funded sick pay or benefits.
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.
Should you wish to make a complaint or would like to raise a concern you can do so through the partner organisation who provides you with access to our services or contact us directly on the telephone number you have been given to access the service.
You can also write to:
- The Complaints Manager
- Medical Solutions UK Limited
- Easthampstead Road,
- RG12 1YQ
- United Kingdom
Alternatively, you can e-mail your concerns directly to our Patient Care Team at firstname.lastname@example.org
You will be notified as soon as we receive your complaint or concern, we will then be in touch as we deal with your complaint according to our complaints procedure.
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 £500,000.
For the avoidance of doubt, the provision of our services shall be governed by and construed in accordance with the exclusive jurisdiction of the courts of England and Wales.
*Correct as of October 2019 and subject to change