222 Healthcare

Monday - Friday 9:00 AM - 4:30PM
Saturday & Sunday 9-12

0333 2422107
support@222healthcare.co.uk

Stokenchurch Medical Centre,
High Wycombe, Bucks

FAQ

Section 1 - Our Covid Testing Services

What type of Tests do you offer?

We offer a wide range of Lateral Flow / Rapid Antigen Tests, PCR Tests with varying turnaround options from Urgent 4-8 hours tests to 36-hour tests. We also offer tests for non-travel-related purposes, including Lateral Flow tests for your family/business.

I am Travelling to the USA. Do you offer FDA Approved Tests?

Yes, we offer FDA-approved lateral flow tests, and our professional-administered tests in-clinic meet the USA entry requirements. Be sure to let our team know that you require FDA-approved tests during your appointment.

How do I book an Urgent Test?

During working hours, give our team a call on 0333 242 2107

How Quickly Will I Get My Results?

Rapid tests produce a result within 15 minutes. We have partnered with UKAS-accredited laboratories to issue us with approved test kits and provide validation of our results, You will receive an official certificate from the laboratory within 1-2 hours.

>99.5 % of PCR Test results will come within the advertised turnaround time at the time of booking and in fact often comes sooner.. When we experience unanticipated issues, our highly accessible, responsive and proactive customer support team ensures that every step is taken to mitigate the delay.

How will I receive my results?

We only partner with UKAS-accredited laboratories, which will send your results certificate via email. 

Will my results come on time?

Over 99.5% of our tests come on time. When we experience unanticipated issues, our highly accessible, responsive and proactive customer support team ensures that every step is taken to mitigate.

Section 2: Security

The aims of identity verification is:

  • to confirm that the applicant’s claimed identity exists in the real world
  • that the applicant is the owner of the identity
  • that it is genuine

If we are dissatisfied with your identification, once we have established you are not in need of acutely urgent care we will advise you what to obtain or endeavour to provide other ways you can seek healthcare of an appropriate urgency in person.

We follow ‘Good Practice Guidance on Identity Verification’ https://www.england.nhs.uk/wp-content/uploads/2015/03/identity-verification.pdf

How do we check ID in Video Calls - Adults?

Our first consultation must be via video or in person so we can check your ID. This is an essential part of our safe registration processes. With your permission, we will take a screenshot of your photo ID and store it securely so it is available for us for future consultations. If you prefer us not to that is fine too – we will simply need to check your ID each video consultation you have with us.

How do we check ID in Video Calls - Children?

To consult with a child we require: A parent or guardian to be ID checked and registered with us (we can register you for no added cost during your child’s first consultation) The child to be present during the video call A birth certificate, hospital discharge summary or other legal documentation that shows the relationship between the registered adult and your child.

Why do we need the above?

We wish we could take your word for it, but online meetings can come with risks which we must mitigate.

What if I want a phone call?

If we have previously verified you, we will ask you to verify some credentials at the start of your call. If we haven’t verified you before, we will need to take a quick video call before or at the start of your consultation to view your ID and you, after which we are more than happy to revert to voice only calls. If you would prefer someone else to ID verify you, for instance if you have booked a telephone call with a male clinician but are more comfortable video calling with a female, we can arrange for a member of our admin team to ID verify you.

Is it safe?

We are passionate about delivering safety to both patients and staff. We have used our collective healthcare experience in both private digital and NHS settings to develop clinical and non-clinical policies and protocols through which we achieve the highest levels of safety. We have a rigorous recruitment process ensuring all staff are registered and fully up to date with their professional development, and provide training in delivering remote consultations safely.

All our staff have a Disclosure and Barring Service check.

Do you record your Telephone and Video Consultations?

It is our policy to record all our consultations, unless patients expressly request us not to. This is explained in greater detail in our terms and conditions, a copy of which is available on our website, and patients are reminded with each booking confirmation.

All recordings are kept securely and in accordance with GDPR and the UK Data Protection Act 2018. Recording consultations follows General Medical Council advice – https://www.gmc-uk.org/ethical-guidance/ethical-guidance-for-doctors/making-and-using-visual-and-audio-recordings-of-patients/recording-telephone-calls

Do I require an App for a video call?

No. Almost all smartphones will be able to load up a video link with us in your usual browser. Follow the instructions we send after you have booked.

Can I consult with you from anywhere in the world?

At the moment, we can only consult with you when you are in England.

Rest assured that we are working hard on the hurdles so we can provide our UK-based customers care when they are traveling to other locations in the world – watch this space!

How is my confidentiality maintained?

All our doctors consult from private offices with a shut door, to ensure no one else within the building they are located can hear your consultation.

We ask you when you book to find a confidential space from which to take your call, to ensure wherever you are the conversation also remains confidential.

Sometimes your doctor might recommend rescheduling your appointment if it becomes clear you have been unable to find a confidential location when your consultation starts. This could happen if, for instance, you are in a busy open plan office or on public transport

SECTION 3: Feedback

How can i give feedback?

We welcome all feedback and love to hear about your positive experiences Feelf free to email us, of visit our profiles on iwantgreatcare.co.uk

How do i make a Complaint?

We always hope you experience good care from us, and are disappointed whenever we find this is not how you feel. If you feel disappointed we always encourage you to call or email us and we are more than happy to see if we can put things right by understanding your experience and seeing what we can do to put things right.

If you feel the need to formally complain, please write to us. You can send a letter to our email support@avantehealth.co.uk, or post a letter to us at:

 

Avante Health
47 Alma Road
Windsor
SL4 3HH

We will acknowledge receipt of your complaint in writing within 2 working days, and we aim to fully investigate and write you a response within 30 working days. We will keep you informed of our progress, and if there is any delay, we will provide you with an explanation for the delay.

If our response is not satisfactory to you, you can request a further investigation. Alternatively, our doctors are registered with the Independent Doctors Federation and you can contact them by visiting https://www.idf.uk.net/patients/patient-complaints.aspx, calling a member of their team on 020 3696 4080, or emailing them at info@idf.net . They can review your complaint for you, and if required arrange an independent external adjudication from a company called ISCAS.

If the response from ISCAS is not satisfactory to you, other organisations you may wish to consider contacting include the care and quality commission (CQC), or if your concern is about a specific doctor the General Medical Council (GMC).

Health Emergencies


YOU SHOULD CALL 999 NOW if you have:

  • SIGNS OF A HEART ATTACK (pain like a very tight band, heavy weight or squeezing in the centre of your chest).
  • SIGNS OF A STROKE (face drooping on one side, can’t hold both arms up, difficulty speaking severe difficulty breathing).
  • GASPING, NOT BEING ABLE TO GET WORDS OUT, CHOKING, or LIPS TURNING BLUE.
  • HEAVY BLEEDING (that won’t stop).
  • SEVERE INJURIES (or deep cuts after a serious accident).
  • SEIZURE (FIT) (someone is shaking or jerking because of a fit, or is unconscious (can’t be woken up)).
  • SUDDEN, RAPID SWELLING OF THE EYES, LIPS, MOUTH, THROAT OR TONGUE.

If you are uncertain whether your problem could be an emergency and you can’t access an appointment with us within the next hour, we advise you call 111 now or visit NHS 111 online now.