1 NTRODUCTION

 

1.2 Medipartner Virtual GP is provided to you by Partnering Health Limited.

 

1.3 Partnering Health Limited is a company registered in England and Wales under number 06563486 (“we, us, our, PHL”). Their registered office is Onyx, 12 Little Park Farm Road, Segensworth West, Fareham, PO15 5TD .

 

1.4 These terms and conditions (the “Terms”) constitute the agreement between you and us for the provision of online doctor consulting services (the “Services”) to you through the Medipartner service platform, made available by HPD Health Solutions Limited, via Medipartner (“Medipartner”).

 

1.5 By making and attending an appointment with us through the platform, you agree to these Terms and they apply to your appointment with us and to any related follow-up appointment. Each time you make a new appointment with us through Medipartner, these terms will apply separately to that appointment as well.

 

1.6 These Terms represent a legally binding agreement between you and us regarding the Services.

 

2. EMERGENCIES

 

2.1 The Services are not an emergency service and are not suitable to address a medical emergency.

 

2.2 If you believe that you are, or someone else is, in an urgent or emergency situation you should immediately call 999. This includes where you or someone has:

  • Difficulty breathing;
  • Severe bleeding that can’t be stopped;
  • Severe chest pain;
  • A severe allergic reaction;
  • Severe burns;
  • Loss of consciousness;
  • Major trauma such as the result of a serious road traffic accident, a stabbing, a shooting, a fall from height or a serious head injury;
    1. Acute confused states or seizures that are not stopping;
    2. A heart attack or stroke; Attempted suicide.

 

3. GENERAL INFORMATION ON THE SERVICES WE PROVIDE TO YOU

 

3.1 We provide an online doctor consultation service for Medipartner customers. The Services are intended to act as an online primary care alternative, or supplement, to a GP consultation service for Medipartner customers. The Services involve the provision of information, advice, reassurance, and guidance for a range of medical conditions, and where appropriate, follow up from doctors. The Services will be provided via remote video link using the platform provided by Medipartner. As specified in paragraph 2 above, the Services are not intended for, or appropriate as treatment for, any emergency situation.

 

3.2 PHL will provide qualified doctors who are registered with the GMC with a licence to practice and are on the NHS Performers list for England for General Practitioners (GP’s). PHL is registered with the Care Quality Commission, the English independent healthcare regulator, under registration number 1-1928886453. This registration permits us to provide medicines and provide testing services without meeting patients face to face.

 

3.3 We will provide the Services with all reasonable skill, care, and diligence, and in compliance with United Kingdom law and clinical best practice in the United Kingdom. Please note that, in complying with laws and clinical best practice, a PHL GP may refuse to prescribe certain treatments or medication or may be required to disclose your treatment with PHL to your GP, and/or to another healthcare professional, social services or emergency services without your consent.

 

3.4 In accordance with applicable laws, our healthcare professionals may only issue prescriptions when, based on their professional judgment, they believe it is in your best interest to receive the medication.

 

3.4.1 By agreeing to this, you acknowledge the following:

 

  • Prescriptions issued by our healthcare professionals are for your personal use only

 

  • Prescriptions provided by us are private; the pharmacy will determine the cost, and you are responsible for paying for it.

 

  • You will carefully review the product leaflet.

 

  • If you have any questions about the prescriptions, you will consult with your pharmacist, GP, or another primary healthcare provider.

 

Additionally, you are free to choose any pharmacy to fulfill your prescription.

 

3.5 Subject to applicable laws, our health professionals may refer you for a specialist opinion when deemed in your best interest. 

 

3.5.1 By using our services, you agree to the following terms:

 

  • Any referrals made by our health professionals are intended solely for your personal use.

 

  • Referrals provided by us are private and the associated costs are your responsibility. If you have Private Medical Insurance (PMI), the cost may be covered; alternatively, you can pay the specialist provider directly.

 

  • The specialist's opinion must be shared with your NHS GP, who will manage any follow-up actions. PHL is not responsible for ongoing care or further referrals.

 

Depending on your Private Medical Insurance policy, should you have one, or if you choose to pay the specialist directly, you are free to select any specialist provider to fulfill your referral.

 

4. YOUR RELATIONSHIP WITH MEDIPARTNER

 

4.1 The Services we provide to you are paid for either (as applicable) by your or your membership holder’s membership of the Medipartner service or, by your or your policyholder’s insurer who in turn engage Medipartner to deliver the service. Your use of Medipartner’s services and platform are governed either by your or your membership holder’s or, your policy holder’s insurer’s relationship with Medipartner and we do not take responsibility for any of the matters set out in those relationships.

 

4.2 By using our Services, you confirm that you are a valid user of Medipartner’s services and that you are entitled to access the Services either (as applicable) through your or your membership holder’s engagement with Medipartner or your or your policy holder’s insurer’s engagement with Medipartner

 

5. THESE TERMS MAY HAVE CHANGED SINCE YOU LAST REVIEWED THEM

 

For a list of changes and when they were made, please get in touch with us using the contact details on our website, accessible here.

 

6. BY USING OUR SERVICE YOU ARE AGREEING THAT:

  • You will comply with certain matters relating to the Services.
  • We’re not responsible for failures outside our control.
  • You’re responsible for making sure your information is accurate.
  • We can change the Services and these terms.
  • We don’t compensate you for all losses caused by us or our services.
  • We use your personal data as set out in our Privacy Notice.
  • You have several options for resolving disputes with us.
  • Other important terms apply to our contract.

  

7. YOU WILL COMPLY WITH CERTAIN MATTERS RELATING TO THE SERVICES 

 

You agree: that you are using the Services for your own benefit and not for anyone else’s; to comply with these Terms;

  • to comply with any instructions given by a PHL GP, including directions in relation to the use and storage of medicine, and to
  • ask questions if you do not understand the instructions you have been given; and to treat PHL GPs and other PHL staff with respect.

 

8. WE'RE NOT RESPONSIBLE FOR FAILURES OUTSIDE OUR CONTROL

 

8.1 If our supply of Services is delayed or prevented by an event outside our control, such as a failure of the online platform that Medipartner uses to provide the Services, we will not be responsible for the delay or prevention. There are other circumstances where we might need to reschedule or postpone your appointment with us. In those situations, we will aim to do what we can to arrange for the Services to be rescheduled and delivered to you.

 

9. YOU'RE RESPONSIBLE FOR MAKING SURE YOUR INFORMATION IS ACCURATE

 

9.1 PHL GPs provide advice and treatments to you based on information you share with them and with Medipartner, and they will not necessarily have access to your full medical records. You are responsible for making sure that the information you communicate with PHL GPs, including answers to any questions from PHL GPs, is true, accurate and complete in all respects.

 

10. WE CAN CHANGE THE SERVICES AND THESE TERMS

 

We can always change our Service, including these Terms: to reflect changes in relevant laws and regulatory requirements; and to align with changes to the types of service you receive under your arrangements with Medipartner.

 

11. WE DON'T COMPENSATE YOU FOR ALL LOSSES CAUSED BY US OR OUR SERVICES

 

11.1 We accept full clinical responsibility for our patients and are responsible for losses you suffer caused by us breaking this contract to the extent we are required, at law or by regulations, to do so. Otherwise, any claim you may have for loss should be raised with Medipartner in the first instance.

 

11.2 Except to the extent required by law, we will not be responsible for losses you suffer (in contract, negligence, or otherwise) if the loss is: 

  • Unexpected. It was not obvious that it would happen and no information that you provided to us meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in paragraph 8.
  • Avoidable. Something you could have avoided by taking reasonable action, including complying with these Terms and/or following our reasonable instructions.
  • A financial or opportunity-related loss. It relates to loss of income or anticipated profits, loss of opportunity, loss of goodwill or reputational damage.


11.3 Nothing in these Terms excludes or limits our liability to the extent we are required to be liable at law, including liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation. Nothing in these Terms affects your statutory rights.

 

12. WE USE YOUR PERSONAL DATA AS SET OUT IN OUR PRIVACY NOTICE

 

12.1 How we use any personal data you give us is set out in our Privacy Notice, which you can access here.


12.2 If you have provided your personal data to Medipartner before engaging with us, that personal data will be managed in accordance with your relationship with Medipartner and Medipartner’s privacy notice.

 

13. YOU HAVE SEVERAL OPTIONS FOR RESOLVING DISPUTES WITH US

 

13.1 If you think there is something wrong with the Service you have received from us, you must contact us in the first instance, by using the contact details on our website, accessible here. If you have a complaint with us specifically, you have several options available to you.

 

13.2 Our complaints policy. Our management team will do their best to resolve any problems you have with us or our Services. If we cannot resolve your complaint, we may escalate it to Medipartner.

 

13.3 You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

 

14 OTHER IMPORTANT TERMS APPLY TO OUR CONTRACT

 

14.1 You can only use these services inside the United Kingdom. Unless otherwise stated, our Services are only intended to be provided to persons who access the Services from within the United Kingdom and we provide our Services in accordance with English laws and regulations. You must be located in the United Kingdom at the time you receive the Services from us.

 

14.2 We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.


14.3 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

 

14.4 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

 

14.5 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something or for doing something you're not allowed to, but that doesn’t mean we can't do it later