Terms & Conditions | VB Health - Health & Wellbeing, Grasscroft, www.vbhealth.co.uk

Terms & Conditions

These terms and conditions provide information for patients considering treatments at VB Health.

Individual businesses/practitioners or ‘licensees” use the treatment/consultation rooms within VB Health, these licensees are not employed by VB Health and as such have their own insurances/policies/procedures etc. Where these licensees Terms & Conditions differ from those described within this document, we have inserted a link to these for your information.

Calmer Cactus Reflexology
Helen Adamson Counselling
Hidden Hearing
Physio Team-works
Prime Pelvic Physio
Private GP Extra
Saddleworth Ear Wax Removal
Suzanne White SPMU
VB Aesthetics

Introduction

These are the terms and conditions on which VB Health (“we” or “us”) provide services to you.

We highly recommend you read the terms and conditions carefully prior to booking any consultations or treatment. They also provide useful details on important information such as payment or what to do if there is a problem with the service.

In the event of an inconsistency between these Terms and Conditions and the content of any literature provided by us to you, then these Terms and Conditions shall prevail.

If you have any queries regarding the terms and conditions, please email VB Health at contact@vbhealth.co.uk and we will try to answer your query as quickly as possible.

Definitions and interpretation

“Licensee” means any practitioner that leases room space at VB Health, but it not directly employed by them;

“Consultation” means a consultation with a licensee to discuss medical history, suitability for treatment and risks, or potential side effects associated with the relevant treatment;

“Data Protection Acts” means relevant Data protection legislation including the General Data Protection Regulations;

“Medical History” means patient medical data, including sensitive data relating to a patient’s health profile and history;

“Patient(s)” , “Clients(s)” or “you” means any person who has entered or is contemplating entering into a contract for the provision of treatments from us.

Our contract with you & VB Health obligations

Any contract for treatment will be between you and the relevant licensee who has agreed to provide your treatment.

Patient/Client obligations

You will be responsible for reading the treatment information literature provided to you by your practitioner prior to or during the consultation, and prior to consenting to undergo any treatment. You will have an opportunity to raise questions at the consultation and prior to undergoing the treatment. You are not obliged to have the treatment if you have any concerns and may change your mind at any time.

VB Health require certain information from you prior to treatment for the purpose of securing an appointment including contact details; full name, date of birth, full address, contact telephone numbers and email address.

You will be required to complete a medical history questionnaire form at your first appointment, or it may be sent to you via email, this is necessary for the consultation and treatment planning process. The medical history will require full details of any allergies or medical conditions. You will be asked to update your medical history on each visit.

If you do not provide us with the medical history information required or provide us with incomplete or inaccurate information, we reserve the right not to perform the treatment.

All information will be treated as confidential and protected in accordance with Data Protection legislation.

Due to the clinical nature of services, you may be required to bring a form of photo identification with them to their consultation. If you fail to bring a form of photo identification to your consultation, we reserve the right cancel the consultation or treatment.

The consultation & consultation fees

Our licensees offer a wide range of services. Some of these may be subject to eligibility following consultation.

Before providing any treatments, we require you to:

Complete the medical history questionnaire provided to you at the Clinic or received via email.
Complete the necessary consent forms relevant of the procedure.

Please note that some of our licensees do not treat children or young adults under the age of 18 but this will be discussed with you.

Deposits

Some licensees require a deposit/full payment prior to treatment but this will be explained to you if this is required.

A deposit is redeemable against any treatment booked or products purchased from that practitioner. If you are assessed as unsuitable for any treatment with us due to medical reasons, this fee may be refunded.

If you do not wish to book any treatment or purchase any products following consultation, then this fee may be added as credit to your account.

The deposit can be paid with cash, debit or credit card. We do not accept American Express or cheques.

Consultation

During any consultation, you will be able to discuss your needs, talk about potential treatments, discuss any complications or side effects of treatments, discuss a treatment plan and any costs. Consultations last 30-60 minutes.

Treatment may or may not be offered during these consultations, but this will be explained to you. Treatment appointments may need to be booked separately to an initial consultation. You may be advised to take time to think about the treatment before booking in for the treatment itself, so that you can think clearly about your decision.

We would ask that you do not bring children to the clinic as they cannot be left unsupervised in the reception area and children will not be allowed to accompany you into the treatment rooms.

Treatment appointments

Treatments appointments can sometimes only be booked following a consultation with a practitioner to confirm your eligibly for the treatment.

The length of treatment appointments can vary depending on what treatment you are having. You will be advised on how long your treatment is likely to take place when you book it.

When booking a treatment appointment, you may be asked to pay for the treatment in full, or pay a deposit towards the treatment, but this will be discussed with you at your consultation or on booking. For your convenience we accept cash, debit cards, and credit cards. We do not accept American Express or cheques.

If you pay a deposit for the treatment, the deposit total will be deducted from the final payment following your treatment appointment. The balance must be paid in full at the time of treatment.

If you attend the treatment appointment and decide with your clinician, you cannot go ahead with the treatment on the day it can be rearranged without an extra charge. Any deposits on treatment will be non-refundable but can be used as credit on your account for future treatments. If you have paid in full for the treatment, a 50% refund can be given in this case. This is only in the unlikely event a contraindication to treatment has arisen since your consultation appointment, making you no longer suitable for treatment.

Pricing

VB Health & its licensees reserve the right to change prices at any time without notice. Prices are subject to consultation and may vary depending on the individual’s requirements.

Any price quoted in your consultation will then take precedence over prices that may be quoted on the website or elsewhere.

See prices page for current treatment prices.

All our treatment prices include (as applicable)

Procedure room fees/charges.
Consultation and procedure fee.
Any equipment/products required during that treatment
This may/may not include a follow up as required according to the clinical indication.

Our fees exclude (as appropriate)

Additional treatments that are deemed above and beyond what was discussed at the initial consultation and price structure.
Additional prescriptions for pharmacy related medication.

Payment terms

We require full payment either in advance or at the time of treatment. We accept cash and the following cards: Visa, Mastercard, Debit Cards, Maestro (formerly Switch) and Solo. We no longer accept cheques or American Express.

Payment for any courses of treatment must be made in advance of the first treatment and the course must be taken in full within 12 months of purchase.

Personal details

You agree that we VB Health & licensees can use your personal details for the purposes of providing you with medical services as well as providing pre- and post-treatment advice for you.

This information may be provided to other clinical organisations and individuals (including the consultant, clinical staff and the hospital) for the same purposes but only in connection with ongoing medical care.

We may also use your contact details to provide you with occasional information about other services we provide or may provide in the future. If you do not wish to receive this information, please tell us or click the unsubscribe link on any communication. If you do not tell us, we will assume you are happy to receive this information.

Consent

All patients will be consented for treatments, this includes side effects and complications of the treatment that they are undergoing. VB Health & licensees operate an informed consent policy and if patients lack the capacity to make this decision, we will be unable to perform the treatment. Patients will be asked to read and sign a consent form in relation to the procedure they are having. Refunds will not be offered for side effects/complications that have been appropriately consented for in the rare case that they occur following treatment.

Refusal of treatments

There are several reasons that we may consider that a treatment is not a suitable option for an individual and VB Health & its licensees have a strict patient selection criteria to ensure patients are medically fit to undergo a particular treatment. It is therefore possible that we advise, in your best medical interests, that a treatment is not appropriate. We will also not proceed with a procedure if we feel that your expectations exceed the results achievable from such treatments.

Please note that some licensees do not provide treatments for anyone aged under 18 years, but this will be discussed with you.

Refund policy

If you are unable to complete a course of treatment due to medical reasons, we would need to see a letter from your Doctor giving the reasons you cannot continue with treatment to consider a partial refund. We would not consider any refunds at all after 6 months from the purchase date.

For any refunds there will be an admin fee of £50.

VB Health does not give refunds for any products purchased or discounted packages. 

Booking, cancellation & missed appointments policy

Once a booking is made, a request for deposit may be given (if the licensee requires this), this appointment will be held for a maximum of 24 hours. If a deposit is required and remains unpaid the appointment will be released.

We appreciate that patients/clients sometimes become unwell or have other commitments, and for this reason we do review all cancellations/rescheduled appointments on a case-by-case basis, however, we do require as much notice as possible if you wish to rearrange an appointment. We reserve the right to charge for non-attendance or where cancellation is shorter than our policy.

Our cancellation policy is as follows:

A minimum of 24 hours’ notice is required for all appointment cancellations and rearrangements.

We are unable to refund any deposit or may charge the full treatment price if any cancellation/reschedule is made less than 24 hours before appointment.

If any course appointments are rescheduled less than 24 hours before appointment, this will result in a deduction of this session from the course.

Our missed appointments policy is as follows:

Out of consideration and respect for our practitioners’ time, if a patient/client does not show up for an appointment, the patient/client will be charged the full price of the scheduled visit. Any future appointments made may require full payment at time of booking.

If a patient/client does not turn up for an appointment within a course, this will result in a deduction of this session from the course.

We will attempt to contact the patient/client to ensure that there is no emergency.

The reason for non-attendance, if known, will be documented in the notes.

Our late for an appointment policy is as follows:

If a patient/client is late by more than 15 minutes, we may be unable to see them and the appointment may need to be rescheduled and the patient/client may risk losing any deposit or a treatment may be taken from their course.

If a patient/client is late for an appointment by less than 15 minutes, this may result in a reduced treatment time.

Reminders

We do our utmost to help patients/clients to remember their appointments booked with VB Health and give all reasonable reminders for upcoming appointments, this is in the form of

an email reminder 48 hours prior to the appointment time

a phone call approximately 24 hours prior to the appointment time

However, this is a courtesy and must not be relied upon. It is the responsibility of each patient to note any appointment times as arrive at the relevant time.

Chaperone

If you require a chaperone for your appointment, please call the clinic on 01457 237171 and speak to the reception team. Please note that as we are a small clinic, we may need time to ensure appropriate staff are in place for this, so please endeavour to give as much notice as possible or your appointment may need to be rescheduled.

Translator

If you require a translator for your appointment, please call the clinic on 01457 237171 and speak to the reception team. Please note that as we are a small clinic, we may need time to ensure appropriate personnel are in place for this, so please endeavour to give as much notice as possible or your appointment may need to be rescheduled.

Patients/clients with mobility restrictions

Our clinic runs over 2 floors, and we do not have a lift, so to ensure that we can provide your treatment in the most accessible area, if you have any mobility restrictions, please call the clinic on 01457 237171 and speak to the reception team.

Smoking/vaping

We do not allow smoking or vaping in any part of the clinic.

Mobile phones

We ask that you respect other patients/clients and our staff and licensees and kindly put your mobile phone on silent whilst in the clinic and your appointment.

Website information

The information provided on our website is for use as information or for educational purposes only. It does not provide any diagnostic services and is not a substitute for professional medical care by a qualified doctor/nurse or other qualified healthcare professional.

We do not warrant that any information included within this site will meet your health or medical requirements. You should always check with a health professional if you have any concerns about your health.

Complaints procedure

VB Health & its licensees are committed to providing a professional service to all our patients/clients. We do have a complaints procedure in place and if you have an issue with any matter in relation to your treatment, and feel you want to make a complaint or comment on the service provided, please either contact a member of staff at the clinic, call 01457 237171 or email contact@vbhealth.co.uk. This will be referred onto the relevant licensee, and we will endeavour to deal with any matters arising promptly and efficiently.