Terms and Conditions of Service

Yorkshire Primary & Community Care Services (YPCHealth) Ltd
Last Updated:

Table of Contents

Introduction
Scope of Services
Appointments and Bookings
Fees and Payment
Insurance Claims and Self-Pay
Cancellation, Rescheduling and Refunds
Remote Consultations (Telehealth)
Prescriptions and Medications
Referrals to Other Services
Diagnostic Tests and Laboratory Services
Vaccinations and Clinical Procedures
Home Visits
Patient Eligibility (Minors)
Patient Responsibilities and Conduct (Zero Tolerance Policy)
Informed Consent
Data Protection, Privacy and Confidentiality
Accessibility and Language Support
Limitations of Liability and No Guarantees
Complaints and Feedback
Governing Law and Regulatory Compliance
Changes to Terms and Conditions

1. Introduction

Welcome to Yorkshire Primary & Community Care Services (YPCHealth) Ltd. These Terms and Conditions govern the provision of private healthcare services by YPCHealth Ltd (“the Clinic”, “we”, “us”) to the client or patient (“you”). By booking or using our services, you agree to abide by these terms. We are a Care Quality Commission (CQC) registered provider, which means we adhere to strict standards of quality and safety. We are also committed to protecting your privacy under the UK General Data Protection Regulation (GDPR) and relevant laws. Please read this document carefully. If you have any questions or concerns about these terms, contact us at info@ypchealth.co.uk or 0113 531 4947 before proceeding with our services.

2. Scope of Services

YPCHealth Ltd offers a range of private healthcare services to clients. Our core services include:

General Practice (GP) Services: Comprehensive GP consultations offered via telephone, video call, or face-to-face in our clinic. This includes medical advice, examination (if in person), diagnosis and management plans, issuing private prescriptions, and making referrals to specialists or other services as needed.
Vaccinations: Administration of immunizations for travel health (e.g. travel vaccines) and occupational health requirements, as well as routine vaccinations that we may offer. This includes a pre-vaccination clinical review and post-vaccination advice.
Diagnostic Services: A variety of diagnostic tests and health screenings are available, such as Electrocardiograms (ECGs) for heart health, lung function tests like spirometry, and audiograms (hearing tests). These tests may be conducted in-clinic by our clinicians or technicians. Results will be reviewed with you, either immediately or at a follow-up consultation, depending on the test.
Earwax Removal: Professional ear care services including microsuction and irrigation for earwax removal. Our clinicians will assess which method is appropriate and perform the procedure to clear ear blockages.
Hearing Tests and Protection: Hearing assessments and fitting services for custom hearing protection (e.g. custom earplugs or ear impressions for molds). We can take ear impressions and arrange for custom devices to be made for you.
Laboratory Tests: Blood tests and other laboratory investigations. We can arrange blood tests, swabs, urine tests, and other samples to be taken at our clinic and sent to external accredited laboratories for analysis. We also offer standalone phlebotomy services, meaning if you have an external test kit or order from a third-party lab, our phlebotomist can draw your blood sample for you to send off.
BCG Scar Checks: Verification of BCG vaccination scars either via a remote video consultation or in-person exam. This service is often used to confirm past BCG vaccination for employment or school requirements.
Home Visits: For all the above services (GP consultations, vaccinations, tests, etc.), we offer home visit appointments by arrangement. A clinician can travel to your home or another agreed location to provide services, subject to availability and suitability (see Section 12 below for Home Visit terms).

Exclusions: Please note that our clinic is not an emergency medical service. We cannot treat medical emergencies or very severe conditions. In the event of a life-threatening illness or emergency, you must call 999 or seek immediate care at an Accident & Emergency departments. We also do not provide certain specialist services outside our scope (for example, inpatient hospital care or complex mental health crisis intervention). If your needs fall outside what we can safely manage, we will advise you of this and assist in referring you to an appropriate service.

All services are provided by qualified healthcare professionals (e.g. General Practitioners who are GMC-registered, nurses or allied health professionals as appropriate) and delivered in accordance with applicable professional guidelines. We continuously maintain high standards as required by the CQC and other regulatory bodies.

3. Appointments and Bookings

Booking Process: Appointments for any of our services can be made via our online booking system, by telephone, or by email. Regardless of the booking method, an appointment is only confirmed once the necessary details are provided and prepayment is received (see Section 4 on Fees). We will communicate appointment confirmation and details to you via email or your preferred contact method. It is your responsibility to provide accurate contact information and to ensure you have noted the appointment time, date, and any pre-appointment instructions we provide.

Prepayment Policy: We operate a prepayment policy for all bookings. This means payment for the consultation or service is required at the time of booking (or in advance of the appointment) to secure your slot. If you book online, the system will prompt for payment to confirm the appointment. For phone or email bookings, our staff will arrange payment with you (for example, via a secure payment link or over the phone). We reserve the right to not hold or guarantee any appointment that has not been prepaid. In cases where an appointment is booked on short notice (less than 48 hours before the appointment time), immediate payment will be required. (See Section 6 for our policies on cancellations and refunds of prepaid bookings.)

Timeliness: Please arrive on time for face-to-face appointments, or be ready at the scheduled time for remote appointments. If you are late for an appointment, we will do our best to still accommodate you, but if you arrive more than 10 minutes late (or are unavailable for a remote consultation), we may consider it a missed appointment or shorten the consultation as needed. In such cases, you may still be charged the full fee. If you anticipate being late or cannot attend, please contact us as soon as possible to discuss options.

Home Visit Bookings: If you require a home visit (Section 12), booking should be done via phone or email so that we can coordinate logistics. Home visits are subject to clinician availability and geographic constraints. We will confirm if a home visit is possible for your location and needs, and any additional travel fee will be communicated upfront.

4. Fees and Payment

Service Fees: The prices for our services (consultation fees, test costs, vaccination prices, etc.) are provided in our marketing materials, on our website, or will be communicated to you at the time of booking. All fees are in Great Britain Pounds (GBP). Medical services provided by registered healthcare professionals are generally exempt from VAT; if any service does attract VAT or other taxes, this will be indicated and applied at the applicable rate. We will always inform you of the price of a service before you commit to booking.

Payment Methods: We accept payment via major credit/debit cards and other methods as indicated on our website or by our staff. Payment is required in advance as per our prepayment policy (Section 3). In some cases, if a balance is due after the consultation (for example, you decide during the appointment to add an additional service or require a follow-up that has a charge), we will invoice you or take payment immediately following the appointment. We do not typically accept cash for advance payments, but in-person purchases (like buying an additional product at the clinic) may be paid in cash or card.

Additional Charges: Your consultation fee covers the consultation itself and any standard documentation (for example, a brief referral letter or prescription). If you require additional services or documentation beyond the usual scope, there may be additional charges. For instance, if after your consultation you request an extra detailed medical report, a duplicate certificate, or an additional referral letter not already included, we reserve the right to charge for the extra work (we will always inform you of any extra charges and obtain agreement before proceeding). Similarly, laboratory tests arranged through us may incur separate lab fees which will either be collected at booking or invoiced to you; we will inform you of these costs in advance. We will not undertake any chargeable additional work without your consent and payment arrangement.

Unpaid Amounts: If for any reason payment was not successfully collected at booking or an outstanding amount remains (for example, a card payment fails or additional fees were not settled), we will notify you promptly. You agree to pay any due amounts within a reasonable timeframe. If payments are not made when due, YPCHealth Ltd reserves the right to charge interest on late payments at the statutory rate and/or suspend further services until the balance is cleared. We prefer to work with clients to resolve any payment issues amicably.

5. Insurance Claims and Self-Pay

YPCHealth operates on a self-pay basis for all services. This means we do not bill insurance companies directly, and we do not typically enter into direct billing arrangements with private medical insurers or the NHS for the services we provide. You are responsible for paying our fees yourself, and if you have private health insurance, it is your responsibility to seek reimbursement from your insurer.

Before booking, you should check with your insurance provider whether they will cover the service and what documentation is required. We can provide receipts or invoices for you to submit to your insurance. If your insurer requires a claim form or detailed report to be completed by our clinician, we can do so; however, please note this may incur an administrative fee depending on the complexity (we will inform you of any such fee in advance). We will assist by providing necessary clinical information (with your consent) for insurance claims, but we cannot guarantee that your insurer will deem the service reimbursable. Any disputes or issues with insurance coverage are between you and your insurer.

Keep in mind that you must still adhere to our payment terms (pay us upfront) regardless of any anticipated insurance reimbursement. If your insurance company requires direct communication with us, we will do so only with your explicit consent and in line with our privacy policy.

6. Cancellation, Rescheduling and Refunds

We understand that sometimes you may need to cancel or change an appointment. Our policy is designed to be fair and transparent while protecting the clinic from last-minute cancellations.

Cancellation by You: If you wish to cancel your appointment, you must inform us at least 48 hours before the scheduled appointment time. Cancellations made with at least 48 hours’ notice are eligible for a full refund of any pre-paid fees (we may deduct a small administration fee to cover transaction costs, but currently we aim to provide a full refund). Refunds for timely cancellations will be processed back to the original payment method and may take a few working days to appear, depending on your bank/card provider.

If you cancel with less than 48 hours’ notice, or fail to attend the appointment (“no-show”), we reserve the right to charge the full appointment fee. Late cancellations (inside the 48-hour window) will generally not be refunded. This is because it may be difficult to fill the slot on short notice and the clinician’s time has been reserved. We will consider exceptional circumstances (such as sudden serious illness or emergency) at our discretion – please contact us if you believe there are extenuating circumstances for a late cancellation, and we will review on a case-by-case basis.

Rescheduling: You may reschedule an appointment without penalty if you give at least 48 hours’ notice prior to the original appointment time. We will do our best to find a new suitable slot for you. Only one reschedule per booking is allowed without charge (additional changes may be treated as a cancellation/rebooking). If you request to reschedule within 48 hours of the appointment, it may be treated as a late cancellation – we may ask you to pay a new fee for the rescheduled appointment or charge an administrative fee for the change. Typically, within 48 hours we cannot reschedule without incurring a charge, but we will try to accommodate genuine emergencies or unexpected situations at our discretion (again, this is not guaranteed).

Cancellation or Changes by Us: In rare cases, we might need to cancel or reschedule your appointment (for example, if a clinician is unwell, an unforeseen emergency arises at the clinic, or other operational issues). We will notify you as soon as possible in such an event. If we cancel your appointment, you will be offered the choice of a full refund or an alternative appointment time. If we need to change the timing (e.g. delay or move your appointment), we will discuss options with you; if the new arrangements are not suitable for you, you have the right to cancel for a full refund. We will not charge any cancellation fee if we are the ones who cannot fulfill the appointment as agreed.

How to Cancel/Reschedule: To cancel or change an appointment, please contact us via telephone or email (contact details in Section 1) as soon as you can. The time stamp of your call or email will determine whether the 48-hour notice requirement is met. We will confirm back to you that your appointment has been canceled or rescheduled. Simply not attending a remote session or not coming to clinic will be considered a no-show rather than a cancellation, so always ensure you inform us if you cannot attend.

These cancellation and refund terms do not affect your statutory rights. (For instance, if you booked a service as a consumer online or by phone, you may have a legal right to cancel within 14 days under consumer protection laws; however, if you requested the service to be provided on a specific date within that period, that right may be limited. In any case, our 48-hour policy is the primary rule for service changes, to which you agree when booking.)

7. Remote Consultations (Telehealth)

We offer telephone and video consultations for your convenience. Remote consultations allow you to receive medical advice from home or work, but they also require certain responsibilities on the client’s side to ensure effectiveness.

Technology Requirements: If you schedule a video or phone consultation, you are responsible for ensuring you have the necessary technology and a suitable environment. For video calls, you will need a device with a camera and microphone (such as a smartphone, tablet, or computer), a stable internet connection, and our specified video conferencing application or link (we will provide instructions beforehand). Please test your setup before the appointment time. For phone calls, ensure your phone is charged and you have good reception. You should be in a quiet, private location during the consultation to discuss confidential health matters.

Client-side Technical Issues: The clinic is not liable for technical problems on your side that prevent or disrupt the consultation. This includes issues like poor internet connectivity, device failure, or inability to use the software. If such issues occur, we will attempt to troubleshoot by perhaps switching to a phone call, but if the consultation cannot proceed or is cut short due to client-side issues, it may be treated as a missed appointment. In that event, we may not offer a refund for the lost time. We may, at our discretion, offer to reschedule a video consultation to a telephone consultation or another time if technical difficulties made it impossible to conduct, but this is not guaranteed.

Clinic-side Technical Issues: We take steps to ensure our telehealth systems are secure and functioning. However, if a technical failure on our side (e.g. system outage) prevents the consultation from occurring as scheduled, we will take responsibility for that. We will contact you to reschedule as soon as possible, or if rescheduling is not acceptable to you, we will offer a refund for that appointment. We will not charge you for any consultation that did not take place or was ineffective due to our systems failing.

Appropriate Use of Telehealth: Remote consultations have limitations. Our clinicians will use their judgment to assess what can or cannot be managed via telehealth. If during a remote consultation the clinician determines that they cannot adequately assess you without an in-person examination or that you require face-to-face care, we may advise you to attend the clinic in person (or in some cases, seek emergency care if appropriate). In such scenarios, we will discuss next steps with you. You may need to book a follow-up in-person appointment. (If the need for an in-person follow-up is due to clinical necessity and not due to incomplete information given, the follow-up might be charged separately, but we would inform you).

Patient Responsibility: You must provide accurate and full information about your health during a telehealth consult just as you would in person. Do not withhold information because you are not face-to-face. The quality of the medical advice you receive depends on the completeness and clarity of information you provide and what can be observed over video. If you experience any technical issue during the call (such as not hearing the clinician well), please speak up or contact the clinic immediately to rectify, rather than proceed under poor conditions.

8. Prescriptions and Medications

As part of our GP services, our clinicians can issue private prescriptions when medically appropriate. A private prescription is a prescription for medication that you will have to pay for at a pharmacy (the cost of medication is not included in our consultation fee).

Issuing Prescriptions: The clinician will decide if a prescription is necessary based on your consultation and clinical needs. We do not guarantee that a prescription will be given in every consultation – for example, if it is not clinically indicated or if further assessment is needed, the clinician may decline or defer prescribing. If a prescription is issued, we typically send it electronically to a pharmacy of your choice or provide you with a written prescription that you can take to any pharmacy. It is your responsibility to provide correct pharmacy details for electronic prescribing, and to collect and pay for the medication.

Scope of Prescribing: Please note that there are limitations to what our clinic will prescribe. In line with safety guidelines, YPCHealth will not prescribe certain controlled or high-risk medications via our private service. For example, we will not prescribe Schedule 2 Controlled Drugs (such as strong opioids or certain stimulants) or other dependency-forming medications in a routine private consultations. We also will not prescribe medication that is outside our clinicians’ competence or without appropriate monitoring. If you require such medications, we will refer you to appropriate specialist services or your NHS GP. Additionally, we do not provide a long-term repeat prescription service without review. If you need a refill of a medication previously prescribed by us, you may be asked to book a follow-up consultation for review, unless otherwise agreed by the clinician.

Prescription Validity and Pharmacy Issues: A private prescription issued by us is typically valid for dispensing for 6 months (unless it’s a controlled drug which has a shorter validity). Ensure you present it to a pharmacy in a timely manner. The pharmacy has the right to refuse to dispense a prescription if they have concerns or if the medication is not in stock. We are not responsible for pharmacy policies or stock issues, but if a pharmacy refuses or cannot fill your prescription, please inform us. We may be able to assist by clarifying the prescription or sending it to an alternative pharmacy. However, we are not liable for any delays in you obtaining medication once the prescription has been correctly issued.

Medication Advice and Follow-up: The clinician will explain how to take the medication and any important precautions. It is important you understand this information – ask questions if anything is unclear. You must follow the prescribed directions. If you experience side effects or your condition worsens after starting the medication, you should contact us or another medical provider promptly for advice. We cannot guarantee that a prescribed medication will have the desired effect for you, as individual responses vary. What we guarantee is that we will prescribe based on our best medical judgement. The outcome (for example, whether an antibiotic fully clears an infection) cannot be assured and is not grounds for a refund, as the fee covers the consultation and medical assessment, not a particular result.

Communication with NHS GP: If you have an NHS GP and you consent, we encourage sharing information about prescriptions with them to ensure continuity of care. We can send a summary of what we prescribed to your regular GP (with your permission). This is especially important for ongoing medications or if further care is needed. We will obtain your consent in our registration or consultation process for this information sharing. We respect your choice if you do not want us to inform your NHS GP, but please consider the benefits of continuity.

9. Referrals to Other Services

Our GPs and clinicians may recommend referral to a specialist, therapist, or another healthcare service as part of your care. For example, if you need to see a cardiologist, ENT specialist, physiotherapist, or any other specialist, we can provide a referral letter or facilitate the referral.

Referral Letters: If a referral is indicated, the clinician will draft a referral letter summarizing your relevant medical history, findings, and the reason for referral. This letter can be addressed to a specific consultant or clinic (private or NHS) or be a general letter you can use to approach a specialist of your choice. One referral letter is generally included as part of the consultation service (especially if it was the outcome of that consultation). If you request additional referral letters to different specialists, there might be an administrative charge (as noted in Section 4). We will inform you if that’s the case.

Using the Referral: Once we provide a referral letter or send a referral, the responsibility for arranging the appointment with the third-party provider usually lies with you (unless we explicitly arrange it on your behalf). We will give you any contact information available and it is then up to you to contact the specialist’s office to schedule the appointment. If it’s an NHS referral and we have agreed to send it via NHS e-Referral Service (which is uncommon since we are a private provider, but possible for certain community services), we will explain the process to you.

Third-Party Providers: Any specialist or service you are referred to is independent from YPCHealth (unless explicitly stated otherwise). We do not accept any liability for the care or outcome provided by other clinicians or organisations outside our clinic. The referral letter is our professional recommendation/opinion that another service evaluate or treat you; it is not a guarantee that the third-party will accept you as a patient or that they will have a specific outcome. We are not responsible for any delays in getting an appointment with the third-party, or any action/inaction by them. For example, if you choose to use the referral letter to seek an NHS specialist, please be aware the NHS may have waiting lists and we have no control over that timeline. If you opt for a private specialist, you will be responsible for their fees, and any contract for care will be between you and that provider.

Follow-up After Referral: We often ask that you return to us for follow-up after you have seen the specialist, so we can continue your care in coordination with their recommendations. However, it is your choice – you may continue your care with the specialist or come back to us or to your NHS GP. If the specialist sends a report or feedback to us (they usually will with your consent), we will keep that on your record and can discuss it with you. If any clarification is needed on the referral or if the specialist requires more information from us, we will cooperate as needed.

Referrals and Insurance: If you plan to use insurance for a referred specialist, note that a referral letter from us does not guarantee insurance approval. You should check with your insurer about any requirements for referrals (e.g. some insurers require a GP referral letter for specialist claims – our letter typically suffices, but it’s your duty to confirm with them).

10. Diagnostic Tests and Laboratory Services

We provide or facilitate a variety of diagnostic tests. This section covers terms specific to these services:

In-Clinic Diagnostics: Tests such as ECGs, breathing tests (spirometry), hearing tests (audiograms), blood pressure monitoring, etc., are performed in our clinic by our staff. We ensure that the equipment is maintained and calibrated according to standards. The clinician will explain the purpose of the test and any preparation needed (for example, avoid caffeine before a blood pressure test, or blowing effort needed for spirometry). By undergoing the test, you agree to follow the instructions given (since your effort and cooperation can affect the accuracy of tests like spirometry or hearing exams). We will provide you with the results or findings of the test. In many cases, the clinician can give immediate feedback (e.g. the ECG tracing will be reviewed on the spot). In some cases, if further analysis is needed, we will schedule a follow-up to discuss results.

Laboratory Tests (Samples sent out): For blood tests, urine tests, swabs, or other samples that need to be analyzed in a laboratory, we will collect the sample in clinic (or during a home visit) and then send it to an external laboratory with whom we partner. We use accredited labs for processing. The turnaround time for results will be communicated to you (typically a few days, depending on the test). While we aim to have results back in the expected timeframe, please note that lab processing times are outside our control. Occasionally, delays happen (for example, if a sample needs repeat testing or if the lab has high workload). We are not liable for delays on the lab’s side, but we will follow up promptly and keep you informed if there’s any significant delay.

Sample Handling and Courier Services: When we send samples to labs, we may use third-party courier or postal services to transport the samples. We package and dispatch samples according to required standards (e.g. using first class post or courier pickup on the same day for bloods). However, once the sample is in transit, we cannot guarantee the courier’s performance. Disclaimers: We are not responsible for loss or damage to samples caused by third-party couriers or postal services, nor for delays they cause in delivery. For instance, if a blood sample is delayed in the post and becomes unusable due to that delay, we will work with you to arrange a recollection, but this may incur a charge if the delay was not due to our fault. We will, of course, not charge you if we or our lab partner directly caused the loss (e.g. if our staff mislabeled a sample). We will always try to minimize any inconvenience to you in case a sample must be recollected.

External Test Kits (Phlebotomy Service): If you bring an external laboratory kit or request us to draw blood for a test kit provided by a third party, our responsibility is limited to collecting the sample properly and, if agreed, mailing it as per the kit instructions. We are not responsible for the quality of the kit, the laboratory analysis, or the results interpretation from such third-party kits. You should follow up with the company that provided the kit for results. We will not normally receive a copy of results from tests you send off on your own (unless you specifically share them with us and book a consultation to discuss). Any issues with the lab processing (for example, the kit was faulty or the lab rejected the sample) need to be addressed with that third-party provider, not YPCHealth. Of course, if the issue was due to an error in how we collected the sample (like we failed to follow the kit instructions), we will cooperate to fix it (e.g. recollect free of charge).

Results and Interpretation: When results from lab tests are returned to us, we will inform you and usually arrange to communicate the results. Depending on the nature of the test, this might be via a secure email, a follow-up call, or a consultation. We will explain significant findings and advise on next steps. However, please understand that purchasing a test or receiving results is not a guarantee of a particular outcome. For example, if you take a COVID-19 test, you are paying for the test and its analysis, not for a “negative” result – a positive result does not entitle you to a refund as the service (the test) was provided. Similarly, if a test does not give a clear answer (e.g. an inconclusive result), we will use our expertise to interpret what we can and may recommend further testing, but we cannot guarantee that every test will yield a definitive answer. We also emphasize that test results often need to be considered in context. While our clinicians will interpret and discuss results with you, any results delivered without a consultation (for instance, if we email you the raw lab report at your request) should be reviewed with a healthcare professional. We disclaim liability for misinterpretation of results by patients without medical guidance.

Accuracy and Limitations: No diagnostic test is 100% accurate. There is always a possibility of false positives, false negatives, or results that fall in a grey area. We select reputable labs and use validated tests, but there is still a margin of error. By undergoing testing with us, you acknowledge these inherent limitations. If a test result is unexpected relative to clinical impressions, our clinicians will typically discuss investigating further (possibly repeating the test or doing a different confirmatory test). If a lab informs us that a sample had to be rejected or re-run due to a problem (for instance, hemolyzed blood sample), we will let you know. Depending on the cause, we may need to recollect the sample. If the problem was due to lab or transit issues, we will not charge for a repeat collection; if it was due to something like your not following pre-test instructions (e.g. you didn’t fast when required, invalidating the test), we may charge for the repeat as it’s essentially a new test.

By using our diagnostic services, you agree that our responsibility is to perform or arrange the test competently and to report to you the results we receive, with appropriate medical explanation. We are not providing a warranty that the test will definitely detect any given condition or be fit for any particular purpose beyond general medical use. If you have any questions about what a test can or cannot tell you, please ask the clinician before proceeding.

11. Vaccinations and Clinical Procedures

This section covers specific terms for services like vaccinations, earwax removal, hearing assessments, and similar clinical procedures performed at YPCHealth.

Vaccinations: When you schedule a vaccination (whether it’s a travel vaccine, occupational health vaccine, flu shot, etc.), we will ensure you are medically suitable for the vaccine. This may involve filling out a questionnaire about allergies or past reactions. By accepting to receive a vaccine, you confirm that you have provided full and accurate medical history information to the best of your knowledge. We will explain the benefits and possible side effects of the vaccine, and you will be asked to give your informed consent (see Section 15 on Informed Consent) before proceeding. After vaccination, you may be asked to wait for a short observation period (usually 10-15 minutes, particularly for vaccines with rare risk of allergic reaction). The fee you pay covers the vaccination service; it does not guarantee immunity or a particular outcome. While vaccines are highly effective, no vaccine guarantees 100% protection. For example, receiving a travel vaccine significantly lowers your risk of contracting that disease, but it is still possible (albeit unlikely) to get sick – this would not be due to any fault in our service if the vaccine was properly administered. We also cannot guarantee that you will not experience side effects; we follow all safety protocols, but each individual’s reaction varies. In the rare event of an adverse reaction, we will provide or arrange appropriate medical assistance, but by having the vaccine you acknowledge you understand the associated risks as explained to you.

Earwax Removal (Microsuction/Irrigation): Our earwax removal service involves either microsuction (using a small vacuum device to gently suction wax) or irrigation (flushing the ear with water), depending on what the clinician deems safe and effective for your situation. We will ask about your ear health history (e.g. any perforated eardrums, ear surgery, or pain) to ensure the procedure is appropriate. While these procedures are routine and generally safe, there are some inherent risks which will be explained (for instance, slight discomfort, temporary dizziness, or in very rare cases, injury to the ear canal or eardrum). By proceeding, you consent to these risks being present. We aim for complete removal of problematic earwax, but occasionally, full clearance may require a repeat session (especially if the wax is very hard or impacted). If a repeat procedure is needed, it may incur an additional fee (unless an earlier than expected repeat is needed due to an issue with our initial procedure – we would clarify on a case-by-case basis). We do not guarantee perfect hearing restoration, though most patients experience immediate improvement. If your hearing difficulty persists after wax removal, it may be due to other causes, and we would then advise further investigation (which might involve additional services or referral).

Hearing Tests and Custom Ear Protection: For hearing assessments, we will explain how the test works and ensure the environment is as quiet as possible. You need to follow instructions during the test for it to be accurate (e.g. pressing a button when you hear a tone). The accuracy of a hearing test can be influenced by your participation and even transient factors like a cold or congestion. We provide results and will explain them (e.g. if you have hearing loss at certain frequencies). For custom ear protection (like molded earplugs or musician’s ear filters), we take impressions of your ears. You must keep still during the process and inform us if you have any discomfort. Once the impressions are taken, they are sent to a manufacturer (third-party) to produce the custom device. We will schedule a fitting once they return. We strive for a good fit, but if there are fit issues, we’ll work with the manufacturer to resolve them. Note that slight imperfections can happen due to the nature of taking impressions. We do not manufacture these devices ourselves and thus rely on the third-party’s processes; as such, we cannot guarantee the product durability or performance beyond the manufacturer’s guarantees. We will, however, facilitate any warranty issues if, say, a device is defective on arrival.

Other Procedures: Any other clinical procedures or treatments (for example, wound care, injections, etc. if we offer them) will be performed with due care. The general principle is that we will explain the procedure, any alternatives, and risks to you beforehand (obtaining your consent). You agree to adhere to any aftercare instructions we give (for instance, keep the area clean, or return for a follow-up if advised). Outcomes of clinical procedures can vary by individual; for instance, an injection treatment might have varying effectiveness. We do not promise a cure or specific result, only that we will provide the appropriate medical service. If you have concerns after a procedure (e.g. signs of infection after ear irrigation, or an unexpected reaction), you should notify us or seek appropriate medical attention.

Third-Party Disclaimers for Procedures: Some of our procedures involve third-party components – for example, vaccines are made by pharmaceutical companies, lab tests are run by external labs, ear protection devices by external manufacturers. We are not liable for any failure or recall of third-party products, but we will inform you and support you if we become aware of any issues (for example, if a batch of a vaccine was recalled by the manufacturer, we would let you know and follow public health guidance). Likewise, if an external lab error affected your result, our liability is limited to coordinating a solution, not the error itself. Section 18 (Limitations of Liability) further addresses this.

12. Home Visits

We offer home visits for patients who prefer to be seen at their home or are unable to travel to the clinic. All the general terms of service apply to home visits, with the following additional conditions:

Availability and Coverage: Home visits are subject to clinician availability and are generally limited to the geographic areas we serve (primarily [Yorkshire region; e.g., Leeds, Ilkley, and surrounding areas]). When you request a home visit, we will confirm whether we can travel to your location. We reserve the right to decline a home visit request if the location is outside our service radius or if we do not have a clinician available to travel at the needed time. We will try to accommodate all reasonable requests, and may schedule the home visit at a different time/day if immediate availability is an issue.

Home Visit Fees: There may be an additional fee for home visits to cover travel time and costs. This will be discussed with you at the time of booking. The fee depends on distance and time; for example, visits within the immediate local area may have a modest surcharge, whereas longer distances would incur a higher charge. We will agree on this fee with you beforehand. This fee is typically added to the standard service fee. If multiple patients at the same location are being seen in one visit (e.g. a family booking back-to-back appointments at home), we may adjust the charges accordingly.

Patient Responsibility for Home Visits: You must provide a safe and appropriate environment for our clinician to work.

This means:

A clean, private space where the consultation or procedure can take place without interruption. If a physical examination is needed, there should be a comfortable area (chair, bed, etc.) for you to be examined.
If you have pets at home that might interfere (e.g. overly friendly or aggressive animals), please secure them in another room during the visit for everyone’s safety and comfort.
An adult (for adult patients who may be incapacitated, or for minors – see Section 13) should be present to assist if needed and to chaperone as appropriate. For children, a parent/guardian must be present.
No smoking in the immediate environment during the clinician’s visit, please, as a courtesy and for health and safety.

If our clinician arrives and finds the environment unsuitable or unsafe (for example, threatening behavior, unsanitary conditions, or the patient not present), they have the right to refuse or terminate the visit. In such cases, the visit may still be charged (to cover the call-out). We will document the reason if such a situation arises.

Timing: We strive to be punctual for home visits, but please allow a window of perhaps 15 minutes around the appointment time. Traffic or travel difficulties can sometimes cause minor delays. We will keep you informed if we are running late beyond that window. Conversely, please be ready for our arrival. If you are unresponsive when we arrive (e.g. not answering the door or phone), our clinician will wait a reasonable amount of time (usually up to 15 minutes) before leaving. A no-response is considered a no-show, and the visit will be charged. If you realize you will not be home in time, inform us as early as possible (standard cancellation terms apply – 48 hours for full refund, etc., unless it’s last-minute due to an emergency, in which case we’ll handle case-by-case).

Services Available at Home: Most services we offer can be done via home visit, but some diagnostics might be limited (for example, we can bring a travel kit for blood tests, blood pressure, portable ECG, etc., but some larger equipment like a full lung function test or audiometry may not be portable). When booking, let us know what services you need so we can confirm feasibility at home. If something cannot be done during the home visit, we will inform you and perhaps suggest an alternative (like coming to clinic for that part of service). Our clinician will carry basic emergency equipment (like a first aid kit, medications for managing allergic reactions, etc.) when doing home visits, especially for procedures like vaccinations.

Follow-Up: After a home visit, any follow-up (such as delivering test results or referral letters) will typically be done via phone/email or a follow-up clinic visit as needed. Home visit patients receive the same post-care support as clinic patients. If another home visit is needed (for example, to remove stitches or give a second vaccine dose), that will be arranged and charged similarly.

13. Patient Eligibility (Minors)

Our services are primarily designed for individuals aged 5 and above. We do not provide consultations or treatments to very young children (under 5 years old) at this time. Patients between the ages of 5 and 17 are considered minors and require special considerations:

Consent and Supervision: Any patient under the age of 18 must have a parent or legal guardian’s consent to receive care. For patients under 16 years old, a parent or guardian must be present during the consultation (whether it’s in-person or remote) to provide supervision and consent. For 16 and 17-year-olds, we strongly encourage a parent or guardian to be involved or at least aware of the appointment. In the UK, young people aged 16-17 may have the capacity to consent to treatment on their own; however, our clinic policy is to have some form of guardian involvement for minors whenever possible, to ensure support and understanding. If a 16-17 year old attends alone, we may proceed if the clinician is confident the patient understands the care (this is assessed under the Gillick competence principle), but we will usually confirm with a guardian by phone or have consent forms signed in advance. We reserve the right to refuse to see a minor without guardian presence if we feel it’s in the child’s best interest to have support or if we are uncomfortable proceeding without a guardian.

Identification: We may ask for proof of age if it’s not obvious (especially for teenagers who could be mistaken for adults or vice versa). This is to ensure compliance with regulations and that proper consent is obtained.

Suitable Services for Minors: Not all services are suitable for children. For example, certain vaccinations (like travel vaccines) have age restrictions or different dosing for children – we will advise on a case-by-case basis. Earwax removal for a younger child will only be done if the child can cooperate and sit still; otherwise we might refer to a specialist. We will only perform procedures on minors that we deem safe and appropriate for their age and size. If a service is not available to a minor (due to regulatory or safety reasons), we will inform you.

Chaperones: Our staff are all appropriately checked (DBS clearance, etc.) for working with children. During any physical examination of a child, the parent/guardian should be present as a chaperone. Even for older teens who come alone, we will have a staff member act as a chaperone if any examination or procedure is done, to ensure comfort and propriety.

Behavior and Comfort: We aim to make children comfortable during their visit. If a child becomes distressed or uncooperative to the point where an examination or procedure cannot continue safely, we may have to stop and either reschedule or refer to a pediatric service. The fee for a substantially incomplete consultation due to child’s distress may be adjusted at our discretion (for example, we might not charge full fee if nothing could be done, minus any costs incurred like used vaccines that couldn’t be given). We ask that guardians help prepare children for their visit by explaining in simple terms what to expect and ensuring the child is calm (to the extent possible).

In summary, we are happy to see patients age 5 and up, provided a responsible adult is involved for those under 18. The safety and best interests of the child are our top priority in any care delivered.

14. Patient Responsibilities and Conduct (Zero Tolerance Policy)

We strive to maintain a professional, safe, and respectful environment for both patients and staff. This means certain responsibilities and standards of conduct are expected from all parties.

Honesty and Cooperation: You agree to provide accurate, truthful, and complete information about your medical history, symptoms, medications, and other relevant details. Withholding or misrepresenting information could negatively affect your care. You also agree to follow the medical advice or treatment plan that you have agreed to with our clinicians. If you decide not to follow advice (e.g. not taking prescribed medication or not going for a recommended test), we encourage you to inform us so we are aware – you have the right to decline, but we need to document your decisions. You should ask questions if you do not understand instructions or if you have concerns, so we can clarify.

Respectful Behavior: We treat all our patients courteously and with respect, and we expect you to treat our doctors, nurses, and administrative staff with the same courtesy. Any form of abuse or harassment towards staff will not be tolerated. This includes verbal abuse (such as shouting, swearing, insults) whether in person, over the phone, or in writing (email/text), as well as physical aggression or threats of violence. Our Zero Tolerance Policy means that if a patient behaves in an abusive, aggressive, or harassing manner, we reserve the right to refuse treatment, end the consultation immediately, and/or ban the individual from the clinic. We may also report serious incidents (especially threats or physical violence) to the police.

Examples: Yelling at or insulting a receptionist, making discriminatory remarks, or attempting to intimidate a clinician are all unacceptable. We simply ask that you treat us as you would wish to be treated. In return, we pledge to do the same and address any concerns you have politely and professionally.

No Discrimination: We do not discriminate against patients on the basis of race, ethnicity, gender, sexual orientation, religion, disability, or any other protected characteristic, and we expect similarly that patients will not display discriminatory behavior towards our staff. Any prejudiced or inappropriate remarks or actions could lead to termination of the service encounter.

Safety and Clinic Rules: When visiting our clinic, you agree to abide by any posted safety rules or instructions given by staff. For example, if we require face masks in certain situations (such as during a pandemic or if you have respiratory symptoms), you should comply or discuss alternatives with us. Do not attend the clinic with any kind of weapon or dangerous item; obviously, illegal substances or intoxication are not acceptable on the premises. If you damage property intentionally, you may be held liable for repairs. We reserve the right to remove anyone from the premises who is causing a disturbance or posing a risk to others.

Confidentiality in Waiting Area: If you are in a shared waiting area and accidentally overhear or see another patient’s information, you should respect their privacy (just as we protect yours) and not disclose it elsewhere. We ask that you also refrain from taking photographs or recordings in the clinic without permission, to protect everyone’s privacy.

Adherence to Aftercare: If our clinicians provide you with aftercare instructions (for example, rest after a procedure, or specific wound care steps), it is your responsibility to follow these instructions. If you do not understand them, please ask before you leave. Not following aftercare guidance may affect your recovery, and the clinic cannot be held responsible for complications or issues that arise because post-care advice was ignored.

Consequences of Misconduct: In the unfortunate event you violate the conduct expectations (abuse, violence, etc.), actions we may take include immediate termination of the visit, refusal of future appointments, and contacting law enforcement or other authorities if necessary. If we terminate a consultation due to your misconduct, you may still be charged for the consultation (particularly if most of it had been completed before the incident, or if we are unable to reuse the time for someone else). We will document any incidents thoroughly. Our goal is never to deny care lightly, and we will usually give a warning if a patient is being rude inadvertently; however, extreme or deliberate misconduct can result in immediate action without warning.

We appreciate your understanding and cooperation in making YPCHealth a safe and respectful environment for everyone.

15. Informed Consent

YPCHealth is committed to the principle of informed consent for all medical treatments and procedures. In practice, this means:

We will explain the nature of any proposed treatment, test, or procedure to you in understandable terms. This includes the purpose of it (why it’s recommended), what it involves (how it’s done), and an outline of any significant risks or side effects and benefits.
You will have the opportunity to ask questions and have them answered to your satisfaction. Please feel free to ask for clarification at any time if something is unclear.
We will also discuss alternatives (if any exist) and what the implications are if you choose not to proceed with the proposed plan. You have the right to know your options.
Only after this discussion, if you agree to proceed, will we ask for your consent. By booking and attending a consultation, you implicitly consent to general assessment and examination. However, for any specific treatment (like a vaccine, a minor surgical procedure, blood test, etc.), we will seek explicit consent. This might be verbal consent or written consent depending on the procedure. For example, we may ask you to sign a consent form for a vaccination or an invasive procedure to document that we have explained everything and you agree.
Right to Refuse: You have the right to refuse any recommended treatment or to withdraw consent at any point, even after initially agreeing. If you do refuse or withdraw consent, we will stop the treatment (provided it’s safe to do so) and discuss next steps with you. We will document your decision in your medical record. Note that if stopping a procedure midway could put you at risk, the clinician will explain this and may take steps to mitigate any harm before fully stopping.
Minors and Consent: As covered in Section 13, for patients under 18, a parent/guardian’s consent is required for treatment in most cases. We still involve the minor in the discussion appropriate to their age so they can assent and be part of the decision-making. If a teenager (16-17) is deemed capable of understanding and making decisions, we may accept their consent directly, but ideally also involve the guardian. For younger children, the guardian’s consent is paramount.
Written Consent Forms: Some procedures (like certain vaccinations, or anything with significant risk) will have a short form outlining the risks/benefits that you sign. This is both for your information and our documentation. We will give you a copy of any form you sign if you wish.
Ongoing Consent: Consent is a process, not a one-time checkbox. You are free to ask more questions or change your mind at any time. For treatments that span multiple sessions (e.g. a series of injections over months), we take it that your consent is ongoing, but we will still check in at each visit to make sure you’re willing to continue. You can always discuss any concerns that arise between sessions.
Implied Consent in Emergencies: In the context of our clinic, true emergencies are rare (since we are not an emergency facility). However, if during a consultation an urgent situation arises (e.g. you have a severe allergic reaction unexpectedly), the clinician may act in your best interest to provide emergency treatment without formal consent (as you would likely want them to save your life or prevent serious harm). This is in line with standard medical ethics – in life-threatening emergencies where a patient cannot consent, treatment to stabilize can be given. We include this just for completeness, though again it’s unlikely to occur at our clinic setting.

By agreeing to these terms and using our services, you acknowledge that informed consent will be sought and that you will participate in that process. We encourage active participation in decisions about your health care.

16. Data Protection, Privacy and Confidentiality

Protecting your personal data and medical information is extremely important to us. We are fully compliant with the Data Protection Act 2018 and the UK GDPR in how we collect, use, and store your data. Below are key points about our data practices (for more detailed information, please refer to our Privacy Policy document, which is available on request or on our website):

Collection of Data: When you register or attend our clinic, we will collect personal information such as your name, date of birth, contact details, and medical history. We may also collect payment information for billing. During the provision of services, we will generate health records (consultation notes, test results, etc.). All this information constitutes your confidential medical record.

Use of Data: We will use your information to provide you with healthcare services – this includes sharing relevant information among the clinicians and staff of YPCHealth who are involved in your care. We may also use your contact information to send you appointment reminders, follow-up information, or clinic updates. By giving us your email or phone number, you consent to us using those to communicate with you regarding your care. Important: While we take measures to secure electronic communications, standard email is not fully secure. By using our services and providing an email, you accept that email correspondence carries some inherent privacy risks. If you prefer not to use email or have specific instructions for communication, please inform us and we will accommodate (for example, using phone calls only, or arranging encrypted messaging if available). We will not send highly sensitive information via unsecured email unless you have agreed to it.

Storage and Security: Your medical records are stored securely, whether on paper or in electronic form. We use secure clinical software systems with access controls. Only authorized personnel who are directly involved in your care or in necessary administration (such as billing or quality control) can access your records. We maintain confidentiality as a fundamental principle: your information will not be disclosed to anyone outside YPCHealth without your consent, except in the specific situations described below or as required by law.

Sharing Information with Third Parties: There are instances where we may need to share your information with external parties, such as:

Referrals: If we refer you to a specialist or other service (Section 9), we will share necessary information in the referral letter or communication to ensure continuity of care. We assume by accepting the referral you consent to this sharing.
Your NHS GP: With your consent, we may inform your NHS GP about any treatment you’ve received (for example, to update them on a new diagnosis or prescription). This is usually in your interest for comprehensive care. We will ask during registration if you permit us to contact your GP; you can say no, and we will respect that (except in emergencies or extreme situations where not informing them could risk your life).
Laboratories: If we send a sample to an external lab (Section 10), we provide them with minimal necessary data (typically your first name, last name, sex, date of birth, and possibly a unique identifier) to process the sample. Labs are also bound by confidentiality and data protection laws.
Couriers: If a courier is used (e.g. to pick up a sample or deliver medications), they will have the information on the package label (usually your name, address, and a lab address). We limit identifying health info on such labels.
Insurance or Third-Party Payors: We do not routinely share info with insurers (since we don’t bill them directly). If you request us to fill an insurance claim form or provide information to an insurer, that constitutes your consent for us to release the relevant data to them.
Legal Requirements: In certain circumstances, we may be legally required to share information without your consent. Examples include: if ordered by a court of law; if there is a statutory duty such as reporting notifiable diseases to public health authorities (e.g. if you are diagnosed with an infectious disease that by law must be notified); or if there is a safeguarding concern (for instance, if we believe a child or vulnerable adult is at risk of harm, we have a duty to report that to social services or police as appropriate). Another example is if you threaten serious harm to yourself or others, we may need to inform authorities. We will only break confidentiality in such extreme cases, and we will document reasons.
Data Processors: We use some third-party services for operations (for example, our electronic medical record provider or email/SMS service for appointment reminders). These parties are data processors acting on our behalf and are also bound by GDPR to protect your data. We ensure any such partners have proper data protection agreements in place.

Your Rights: You have rights regarding your personal data. These include the right to access your health records, the right to correct any inaccuracies, and in certain situations the right to request deletion of data or restriction of processing (though medical records typically must be retained for legal periods and for patient safety). If you want a copy of your medical record, you can request it in writing; we will provide it, usually within 30 days, as per GDPR. If you find any error in your personal details, let us know and we will correct it. For clinical entries (like diagnoses), if you believe something is incorrect, we can add your comments to the record, but we might not delete professional observations. If you have concerns about how we handle your data, you can discuss with us or file a complaint (see Section 19). You also have the right to complain to the Information Commissioner’s Office (ICO) if you believe we are mishandling your data.

Retention Period: We retain medical records for the period required by UK law and relevant guidelines. For adults, this is typically at least 8 years from last entry; for children, until the child’s 25th birthday or 8 years after last entry, whichever is later. For occupational health records or specific types of records, different retention times may apply. We keep records that long to ensure continuity of care and medico-legal compliance. Rest assured, they remain confidential during storage.

Privacy Policy: For further details on our data protection practices (including any use of cookies on our website, etc.), please see our full Privacy Policy. By agreeing to these Terms and Conditions and using our services, you acknowledge our Privacy Policy and consent to our collection and use of data as described.

17. Accessibility and Language Support

YPCHealth Ltd is committed to making our services accessible to as many patients as possible, including those with disabilities or those who do not speak English as a first language.

Language: Our services are conducted primarily in English. If you are not comfortable in English, we encourage you to let us know in advance. We will attempt to accommodate non-English speakers by using translation tools or interpretation services when possible. For example, we may use a telephone interpreting service or a translator app during the consultation. Please note that while these tools can be helpful, we cannot guarantee perfect accuracy in translation. Medical nuances can sometimes be lost or mistranslated, so we ask for patience and might double-check understanding frequently. If you have a family member or friend who can interpret for you, they are welcome to assist (as long as you consent to them hearing your private medical information). However, we prefer professional interpreters for accuracy when available. There is no extra charge if we arrange a basic interpreting solution via phone or app, but if a professional in-person interpreter is required and available, there might be an additional cost which we would discuss with you. We will do our best to find a solution that works so you can receive care in a language you understand.

Communication Aids: For patients with hearing impairment, we can arrange certain accommodations. If you have partial hearing, let us know if you need the clinician to speak louder or more clearly, or to face you for lip-reading. We also can communicate in writing if needed (like writing down key points). If you use sign language and require an interpreter, please inform us ahead of time so we can try to arrange that (it may involve scheduling at a time an interpreter is available). For the visually impaired, we can provide large-print materials or read out documents. Our staff will assist you from the waiting area if you have difficulty navigating.

Physical Accessibility: Our clinic location at 1 Skipton Road, Ilkley, LS29 9EH is accessible via ground floor level, however, we do not have step-free access to the WC. There are 4 steps in order to get to the WC, if you use a wheelchair or have mobility issues, please inform us to make necessary arrangements – e.g. use of a ramp or we can offer home visits if our location cannot accommodate you. If you have any disability that might affect your ability to access our premises or services, please let us know. We will make reasonable adjustments wherever possible, in line with the Equality Act 2010, to accommodate you. This could include things like arranging the appointment on a ground floor, ensuring a longer appointment time if you have complex needs, or providing a chaperone to assist.

Accommodations for Neurodiversity or Anxiety: If you have particular needs such as autism and would benefit from a quieter environment or specific appointment time (to avoid a busy waiting room), or if you experience severe anxiety about medical settings, tell us and we will try to adjust. For example, we might schedule you as the first appointment of the day when it’s calmer, or allow a support person to accompany you.

No Additional Charge for Accessibility: We do not charge extra for providing reasonable accommodations such as interpretation via phone or adjusting our communication. Our goal is to provide equitable care. However, if an accommodation would involve a significant external cost (like hiring an outside translator or specialist equipment), we will discuss options with you, including any potential cost implications, before proceeding.

In summary, we endeavor to be inclusive. Please communicate your needs to us – we rely on patients to tell us how we can help them best. We will treat all patients with dignity and respect, and we expect the same in return as noted in Section 14. If English is not your first language, we will be patient and work with you; similarly, we appreciate your patience with us as we navigate any language or communication barriers together.

18. Limitations of Liability and No Guarantees

While we aim to provide the highest standard of care, it is important to clarify the limits of YPCHealth’s liability to you as a private healthcare provider. This section outlines the disclaimers and the extent (and limits) of responsibility we accept, as well as emphasizing that outcomes are not guaranteed.

Provision of Service vs Outcome: By engaging our services, you understand and agree that you are paying for our professional time, expertise, and the carrying out of consultations, tests, or treatments – not for a guaranteed outcome. Medicine is complex and results can vary. For example, if you undergo a diagnostic test, we guarantee that the test will be performed and you will get a result, but we do not guarantee what that result will be or that it will meet your expectations. If you consult us for a health issue, we commit to providing a professional medical opinion and treatment plan, but we cannot promise that it will definitively cure or resolve your issue (some conditions require ongoing management or might not improve as hoped despite correct advice). Similarly, a vaccination significantly reduces risk of disease but does not guarantee immunity; a treatment can be effective for many but may not work for everyone. No healthcare provider can ethically or legally promise a cure or specific result, and we make no such promises.

Exclusion of Liability for Certain Losses: To the fullest extent permitted by law, YPCHealth Ltd shall not be liable for:

Indirect or Consequential Losses: This means we are not liable for losses that were not directly caused by a breach on our part. For instance, if a lab result is delayed and as a result you miss a flight (because you needed the result for travel), we understand this is frustrating, but we will not be held liable for such consequential loss. Our liability is limited to the service fee (and possibly a refund of that if appropriate), not secondary costs you incurred due to an unexpected outcome.
Business or Economic Loss: If you are using our services for occupational health or any business purpose, we are not liable for any loss of earnings, profit, contracts, or business goodwill due to outcomes of our service. For example, if an employment medical check we conduct leads to a result that affects your job and you claim that caused you financial loss – we cannot accept liability for that. Our service is medical in nature and not an insurance policy against business outcomes.
Client-Side Failures: As noted earlier, we are not liable for failures on your side or third-party side. If you fail to follow advice or pre-visit instructions (like not fasting for a test, or not disclosing important information), and this leads to a poor outcome or need to repeat something, that is not on us. If a third-party (lab, courier, specialist you were referred to) fails in their service, we aren’t liable for their failures (though we’ll help you seek a remedy from them). If your technology fails in a remote consult, we aren’t liable for any missed information or damages from that (aside from rescheduling as per Section 7).

Limitation of Liability: If we are found liable to you for any reason, our liability will, to the extent allowed by law, be limited to the amount you have paid for the service in question. This means, for example, if you paid £100 for a consultation and you suffer loss due to some breach on our part related to that consultation, our responsibility would not exceed £100 (refund of the service fee), except where law says otherwise. Important Exception: We do not exclude or limit liability for personal injury or death caused by our negligence or omissions. If we were negligent and it directly caused you significant harm, we accept that liability fully – nothing in these terms will ever prevent you from seeking redress in such a scenario. Also, we do not limit liability for any other matter that cannot be limited or excluded under law (for instance, if we breached your consumer rights in a way that the law prohibits limiting, those statutory protections still apply).

No Waiver of Medical Malpractice Rights: Using our services does not waive your right to competent medical care. If you believe we have been negligent or made a mistake that caused you harm, you have the right to pursue complaint or legal action as per normal (though we hope to resolve any issues amicably). These terms are not seeking to remove our duty of care; rather, they clarify that we are not providing guarantees beyond what is reasonable and we are not taking on liability for things outside our control or indirect consequences.

Force Majeure: There may be events outside our reasonable control that prevent us from fulfilling our obligations (so-called “force majeure” events, such as natural disasters, major IT system failures, pandemic-related disruptions, etc.). In such cases, we will not be considered in breach of contract for not providing services at that time, but we will resume as soon as feasible or find alternatives. We will communicate with you about any such major disruptions. You would not be charged for services not provided due to such events, and if prepaid we’d refund or reschedule once normal operations resume.

Indemnity for Third-Party Claims: If you involve a third party (for example, you bring a friend to interpret who then trips and falls in our clinic due to no fault on our part, or you violate the terms and it causes a third party to sue us), you agree to indemnify and hold us harmless from any claims by others that result from your own actions or misuse of our services. This is unlikely in typical use, but essentially: don’t drag us into disputes that aren’t our doing.

In summary, we assure you we will deliver services with reasonable care and skill. If we fall short and it directly harms you, we take responsibility. But we want you to understand that outcomes can vary and external factors can intervene – those are not under our guarantee. These limitations are typical for healthcare providers and ensure that we can continue to operate without bearing unfair burdens for things we cannot control.

19. Complaints and Feedback

Your satisfaction is important to us. We welcome feedback – positive or negative – as it helps us improve our services. If you have a comment, suggestion, or minor issue, you can always mention it to our staff or email us, and we’ll appreciate your input. If you have a serious concern or dissatisfaction with any aspect of our service, we encourage you to let us know so we have the opportunity to address it promptly.

How to Make a Complaint: You can make a complaint verbally or in writing. The easiest way is to email info@ypchealth.co.uk with the details of your complaint, or write a letter to The Clinic Manager, YPCHealth Ltd, 1 Skipton Road, Ilkley, LS29 9EH. You can also phone us (0113 531 4947) and request to speak to a manager to lodge a complaint. If you complain by phone, we may ask you to follow up in writing so we have a clear record, but we will log the call details as well.

What to Include: Please include your name, contact details, and a clear description of what happened and what your concern is. If it’s about a specific appointment or person, include the date and who you saw or spoke with. The more detail you provide, the easier it will be for us to investigate. If you have a preferred resolution or something you would like to see happen (e.g. an explanation, an apology, a specific issue fixed), you can mention that too.

Our Process: We have a formal complaints procedure (available on request). In general, once a complaint is received, we will:

Acknowledge your complaint within a certain time frame (usually 2-3 working days) so you know we’ve received it.
Investigate the circumstances. This may involve talking to staff involved, reviewing your records or any relevant policies, and gathering facts.
Provide a written response, usually within 20 working days. If the issue is complex and will take longer, we will inform you of the delay and perhaps give an interim update. Our response will aim to address each of your concerns, explain what we found, and if something went wrong, we will apologize and tell you what we are doing to prevent it in the future. If we believe we acted appropriately, we will explain the reasons as well.
If a remedy is appropriate (e.g. a refund, or a free follow-up appointment, or other corrective action), we will include that in our response.

We approach complaints with an open mind and a desire to resolve them. We will treat you with courtesy throughout the process, and we ask the same in your communications with us.

If You’re Unhappy with the Outcome: If after our response you feel your concerns have not been resolved, you can let us know and we will escalate the matter. A senior clinician or director of the company will review the complaint and the response and see if further action is warranted. We are a CQC-registered service, and while the Care Quality Commission does not resolve individual complaints, you have the right to contact them if you have concerns about our service’s safety or quality (CQC can use information from complaints to consider inspection or regulatory action). Additionally, since we are a private healthcare provider, if a dispute cannot be resolved, you might consider external dispute resolution or legal advice. We hope it never comes to that and pledge to work with you to reach a satisfactory resolution internally if at all possible.

Feedback and Reviews: Aside from formal complaints, we value general feedback. You may be asked to complete a satisfaction survey or provide a review. This is voluntary. Any feedback we receive might be used to improve our service, and sometimes we share positive feedback anonymously in our marketing (with your permission). By using our services, you agree that we may internally use your feedback for quality improvement. If you explicitly allow, we might publish a testimonial from you (anonymized or attributed, as you prefer). If you have suggestions (e.g. “the waiting room music was too loud” or “I wish you had a female nurse available for X”), please share them – such comments do not need to be formal, you can just mention to staff and we will note it.

No Retaliation: If you make a complaint, we will not refuse you service or treat you differently going forward. We view complaints as a learning opportunity, not as something to be defensive about. You can continue to receive care from us and we will strive to restore your confidence. If for some reason you prefer not to continue with us after a complaint, that is your choice and we will respect it (and assist in transferring your records to another provider if needed).

Our goal is to continually improve and provide excellent care. Thank you for helping us do so by voicing your concerns and comments.

20. Governing Law and Regulatory Compliance

These Terms and Conditions, and any dispute or claim arising from them or from the use of our services, are governed by the laws of England. By engaging with YPCHealth Ltd, you agree that any legal action will fall under the jurisdiction of the courts of England and Wales (unless another jurisdiction is required by mandatory law due to your domicile, but generally as a UK service we operate under English law).

Regulatory Compliance: YPCHealth Ltd is a healthcare provider operating in England, and as such we comply with all relevant healthcare regulations and laws, including but not limited to:

The Health and Social Care Act 2008 and associated regulations, which cover how we carry out regulated activities (this is the legislation under which the Care Quality Commission oversees providers like us). Our CQC Registration Number is 1-12339329955. We are subject to inspection and regulation by the CQC. You can find our registration details on the CQC website and you have the right to look up any reports about our service.
The General Medical Council (GMC) guidelines for doctors, Nursing and Midwifery Council (NMC) guidelines for any nurses, or other relevant professional standards. All our clinicians maintain their licenses to practice and engage in required continuing professional development.
The General Data Protection Regulation (GDPR) and Data Protection Act 2018 as detailed in Section 16, and we are registered with the Information Commissioner’s Office (ICO) as a data controller (ICO registration [number if available]).
The Equality Act 2010, ensuring we do not discriminate in providing our services and make reasonable adjustments for disabilities (as discussed in Section 17).
Laws related to medicine and prescribing, such as the Medicines Act and misuse of drugs regulations (hence our restrictions on controlled drugs in Section 8).
Health and Safety laws to keep our premises safe for patients and staff.
Advertising Standards and Consumer Protection laws, ensuring that we describe our services truthfully and charge fairly without hidden fees. Nothing in these terms seeks to circumvent your consumer rights – for example, services should be provided with reasonable care and skill as per the Consumer Rights Act 2015.

Company Information: Yorkshire Primary & Community Care Services (YPCHealth) Ltd is a company registered in England and Wales. Our Company Number is 10992119. The registered office is at 141 Long Causeway, Leeds, West Yorkshire, LS16 8EX. (Please note this may be different from our clinic address; official correspondence can be sent to the registered office, but clinic matters are usually handled at the clinic location in Ilkley or via our contact email/phone.) As a UK company, we pay taxes in accordance with UK law.

By agreeing to these Terms and Conditions, you are not waiving any rights provided by these laws; rather, these terms work within the framework of those laws and clarify how we operate.

If any provision of these terms is found to be unlawful or unenforceable under English law, that provision can be severed from the terms and the remaining provisions will still be in effect.

21. Changes to Terms and Conditions

We may update or amend these Terms and Conditions from time to time. Reasons for changing may include changes in the law or regulations, changes in our services or policies, or to clarify language. Whenever we make a significant change, we will publicize it. For example, the latest Terms and Conditions will always be available on our website, and we may email existing patients or notify you at your next appointment about the updates.

Notification of Changes: If changes are material (e.g. affecting cancellation policy, fees, or privacy practices), we will do our best to notify you in advance or at least draw attention to the new terms. Minor changes that do not substantially affect your rights (for example, corrections of typos or rewording for clarity) may be made without specific notice, beyond updating the “Last Updated” date at the top of the document.

Acceptance of Changes: For new clients, the current Terms and Conditions at the time of booking will apply. For existing clients, continued use of our services after the Terms have been changed implies acceptance of the updated Terms. However, if you have a booking already made under a previous set of terms and a change occurs that materially affects that booking (for instance, if we changed the cancellation window or fees), the terms that were in place at the time of your booking will generally be honored for that booking, or we will specifically inform you and seek agreement to apply the new terms to your existing booking.

We encourage you to review our Terms and Conditions periodically to stay informed of any updates. We will always keep an archive of previous versions (available on request) so changes are transparent.

If you do not agree with the Terms and Conditions (or any updates to them), you must inform us and you may discontinue using our services. We will work with you regarding any ongoing treatment in that scenario (you might decide to transfer care elsewhere, etc.).

Conclusion: By using Yorkshire Primary & Community Care Services (YPCHealth) Ltd, you confirm that you have read, understood, and agreed to these Terms and Conditions. We are dedicated to providing you with high-quality, patient-centered care in line with these terms. Thank you for entrusting us with your healthcare needs. We look forward to serving you in a manner that is safe, effective, and respectful of your rights and expectations.