Terms and Conditions

222 Healthcare Services Ltd (“we”, “our”, “us”) is a private GP service based in Stokenchurch, Buckinghamshire, offering in-person and remote primary care services. Our company is registered in England and Wales (Company No. 13736366), with registered office at 2nd Floor Grove House, 55 Lowlands Road, Harrow HA1 3AW. We are registered with the Care Quality Commission (CQC) and the Information Commissioner’s Office (ICO Reg. No. ZB290536).

These Terms and Conditions (“Terms”) set out the basis on which 222 Healthcare Services Ltd provides services to you. Please read them carefully. By registering as a patient, booking an appointment, or receiving care, you agree to these Terms.

These Terms apply to all services we provide, whether at our clinic, in your home, or remotely (via phone or video), unless otherwise stated. They apply to both one-off and ongoing care arrangements, including memberships.

Appointments can be booked online, by phone, or in person. We offer both same-day and advance bookings.

Patients are welcome to contact us before booking if they are unsure whether a service is appropriate for them.

We ask patients to arrive at least 5 minutes before their appointment time. This helps us run a punctual service, which our patients consistently value.

If you arrive more than 5 minutes late, we may not be able to see you, and the full appointment fee may still apply.

Booking an appointment constitutes acceptance of our payment, cancellation, and refund terms.

Payment is due at the time of booking unless otherwise agreed.

A 5% booking charge is applied to all appointments. This charge is non-refundable under all circumstances and covers administrative and payment processing costs.

We accept major credit and debit cards. Payments may appear on your statement as "Tyl by NatWest" or "Stripe".

Fees for additional services - including tests, prescriptions, referrals, and letters - are charged separately. A full list of charges is available on request.

Membership plans may include certain services or offer discounted rates. Please refer to Section 8 for further details.

Outstanding balances must be cleared within 7 days. We reserve the right to suspend services or take steps to recover costs where payment remains overdue.

If you need to cancel or rearrange your appointment, we ask that you provide at least 12 hours’ notice.

• Cancellations made with 12 or more hours’ notice can be rebooked at no additional cost or refunded in line with our refund policy

• Cancellations made with less than 12 hours’ notice, or missed appointments, are usually charged in full

We understand that unexpected situations can arise, particularly with young children. In these cases, we will use reasonable discretion - for example, if a child becomes unwell ahead of a vaccination appointment. Please inform us as early as possible.

Our appointment system is designed to provide longer, focused consultations. Late cancellations or missed appointments impact our ability to offer this level of care to all patients.

A 5% booking charge is applied to all appointments. This charge is non-refundable and covers administrative and payment processing costs.

• If you cancel with 12 or more hours’ notice, you will receive a 95% refund or the option to rebook

• If you cancel with less than 12 hours’ notice or do not attend, no refund will normally be given

Refunds are not provided for dissatisfaction with clinical opinion or outcomes following a consultation.

Exception: Where an appointment or service does not proceed due to a decision or operational issue within 222 Healthcare, a full refund will be provided, including the booking charge (see next section)

In the event that an appointment cannot proceed due to an operational issue within 222 Healthcare (for example, clinician illness), you will be offered a full refund or the option to rebook.

In rare cases, services may need to be modified, paused, or discontinued. Where this occurs:

• Any unused appointments will be refunded

• Completed consultations remain chargeable

• Work already undertaken, including reports or clinical reviews, remains chargeable

We will make reasonable efforts to complete any outstanding clinical documentation, although this may take time depending on the circumstances.

While we aim to respond promptly to all patient communications, response times may vary depending on demand and clinical workload.

During periods of high demand or service disruption, delays may occur. We ask for patience and understanding in these situations.

To ensure safe, effective care, you must:

• Provide accurate, up-to-date medical information.

• Inform us of any changes in your health or contact details.

• Act respectfully towards our staff.

We reserve the right to decline care if your behaviour is abusive, if you withhold key information, or if your needs fall outside the scope of our service.

We provide:

• GP consultations (in clinic, at home, and by phone/video)

• Childhood and adult vaccinations (e.g., travel, flu, RSV, COVID)

• Home visits within defined areas

• Diagnostic tests (e.g., blood tests)

• Medicals for driving, employment, visa or insurance purposes

• Well-person check-ups

• Referrals to private specialists

• Letters (e.g., fit notes, travel letters)

We dispense vaccinations and medications directly and sell clinically relevant equipment (e.g., blood pressure monitors, oxygen saturation probes). A full list of item charges is available on request.

Details, including service costs, are available on our website or by enquiry.

Some services provided by 222 Healthcare, including those relating to complex or emerging conditions such as long COVID, involve evolving clinical understanding and may include non-standard or specialist approaches.

These services:

• Are advisory and supportive in nature

• Do not replace NHS care

• May vary depending on clinician expertise and availability

Outcomes cannot be guaranteed, and treatment approaches may change over time in line with clinical judgement and emerging evidence.

We aim to provide consistent and high-quality care, including continuity with your preferred clinician where possible. However, all services are dependent on clinician availability and operational factors.

In certain circumstances, including illness, personal circumstances, safety concerns, or external pressures, services may need to be modified, paused, or discontinued at short notice.

Where this occurs, we will:

• Communicate clearly with affected patients

• Where possible, offer alternative clinicians or appointments

• Provide a clinical summary to support ongoing care

We cannot guarantee the ongoing availability of any specific clinician, service, or treatment pathway.

222 Healthcare provides independent private medical services. Responsibility for a patient’s overall healthcare remains shared with their NHS GP or primary care provider.

Patients are responsible for:

• Maintaining access to NHS or alternative medical care

• Ensuring appropriate follow-up for ongoing or complex conditions

We do not provide emergency care and are not a substitute for urgent or ongoing NHS services.

Phone or video consultations can be convenient but have important limitations. Please check our FAQs before booking to ensure your concern is suitable for a remote appointment. If we cannot assess your condition adequately - or if you are seeking a medication that requires an in-person evaluation in line with our practice policy - we may recommend a face-to-face review, which would incur an additional fee. 

You must be physically located in the UK at the time of your consultation.

We see patients of all ages, including babies and children. A person with legal parental responsibility must attend and consent to treatment for a child under 16. In some cases, a child aged 16–17 may consent for themselves.

For safeguarding reasons, we reserve the right to decline care where appropriate consent cannot be confirmed.

Our Silver, Gold & Family Membership scheme provides priority access, inclusive or reduced-fee services, and continuity of care.

Full terms are outlined in the Membership Agreement, which sits alongside these Terms. We will always explain any additional costs clearly in advance. For example: certain vaccinations, out-of-hours visits, and external referrals may incur additional costs.

We are not an emergency service. If you require urgent medical attention outside our usual hours, please call NHS 111, visit www.111.nhs.uk, or attend A&E in an emergency.

For registered Family Membership patients, limited out-of-hours GP support may be available. Please refer to your Membership Agreement for full details, including any usage limits or exclusions.

In-person appointments are available at:

• 222 Healthcare, Stokenchurch Medical Centre, Oxford Rd, Stokenchurch, Bucks, HP14 3SX

• Occasional 'pop up clinics' at other locations: thee may at times be established elsewhere,a nd be accompanied by clear communications when running.

We also offer home visits by arrangement within a defined local area. These may incur an additional fee and are subject to clinician availability and suitability.

We issue private prescriptions where appropriate. Please note that:

• Some medications may not be suitable for remote prescribing.

• We do not guarantee that a prescription will be issued during your appointment.

• Private prescriptions may not be accepted by all pharmacies.

• There is a charge for all prescriptions issued outside of a consultation.

All prescribing is at the discretion of the treating clinician and subject to clinical appropriateness and safety.

We do not guarantee the continuation of any specific medication. Prescriptions may be stopped or altered if:

• A clinician is no longer available

• The service through which the medication was prescribed changes or ceases

• It is no longer clinically appropriate

Patients are responsible for arranging ongoing prescriptions through their NHS GP or another provider where required.

We strongly advise patients not to rely solely on private prescribing services for long-term medication without an appropriate shared care arrangement.

Referrals and letters may be provided within the appointment charge for 30-minute (or longer) appointments, if time allows. This is at the clinician’s discretion and may incur a separate charge. For 15-minute appointments, or when referrals or letters are issued outside of a consultation, an additional charge will apply.

We aim to communicate test results promptly:

• Most blood test results are available within 5 working days. 

• We will let you know if we expect a longer turnaround - for example, gut microbiome testing can take 4-6 weeks. 

• Where urgent blood test results are required, these are typically available within 24 hours. 

Results and a doctor’s comment are shared via secure messaging, with a link that requires your date of birth to access. In some cases, results may also be discussed during a follow-up consultation. Please check your messages regularly and respond promptly to any requests for further contact or review.

We aim to make our services accessible to all patients. Our Stokenchurch clinic is located on the first floor and is wheelchair accessible via a lift. If you have specific access needs, communication requirements, or require additional support, please inform us when booking so we can make appropriate arrangements.

We offer a chaperone service for any patient who would like one present during a consultation or examination.

 If you think an intimate examination may be required, please give us as much advance notice as possible so we can plan accordingly. 

Where minimal or no notice is given, there may be occasions when a suitable chaperone is not available at short notice. In such cases, the clinician may be unable to proceed with the examination, and the appointment may need to be rebooked - potentially incurring additional charges. 

We always aim to provide safe, high-quality care. Nothing in these terms limits your legal rights or our responsibility if we cause you harm through negligence.

However, we cannot accept responsibility for:

• Delays or problems caused by things outside our control (e.g. staff illness, IT or postal issues),

• Losses caused by third parties (such as private hospitals, specialists, or labs),

• Issues that arise because important information was not shared with us.

If something goes wrong, and it was not due to negligence, our financial responsibility is limited to the amount you paid us for the service in question.

If you are unhappy with our service, please contact us at support@222healthcare.co.uk so we can try to resolve things quickly.

We aim to provide high-quality care and welcome feedback. If you are unhappy with any aspect of your care, please contact us so we can resolve the issue.

Stage 1: The complaint is initially reviewed locally by the doctor or practice, and a response is provided to the patient.

Stage 2: If the patient remains dissatisfied, the complaint is escalated to the IDrF's Complaint Manager, who seeks input from both parties to reach a resolution.

Stage 3: If the patient is still dissatisfied, they can take the complaint to ISCAS, where it will be adjudicated by an independent body.

Formal complaints can be sent in writing to: Complaints Officer 222 Healthcare Services Ltd, Stokenchurch Medical Centre, Oxford Rd, Stokenchurch, HP14 3SX Email: complaints@222healthcare.co.uk

We are committed to maintaining a safe and respectful environment for our patients and staff.

We operate a zero-tolerance policy towards:

• Abusive, threatening, or intimidating behaviour

• Harassment of staff or clinicians (including online or via third parties)

• Persistent or unreasonable demands that impact service delivery

Where such behaviour occurs, we reserve the right to:

• Terminate the patient relationship immediately

• Cancel future appointments without notice

• Refuse further services

• Report behaviour to appropriate authorities if necessary

This policy applies to all forms of communication, including email, telephone, social media, and in-person interactions.

Patients are entitled to share their experiences. However, the publication of inaccurate, misleading, or harmful information about our clinicians or services may impact our ability to continue providing care.

We reserve the right to withdraw services from individuals who engage in behaviour that is harmful to staff wellbeing or the safe operation of the clinic.

Due to patient confidentiality, we are unable to respond publicly to individual clinical matters.

We are committed to providing compassionate, thoughtful care, particularly for patients living with complex or ongoing conditions such as long COVID. We recognise that many people seeking this type of support have not always felt heard or understood elsewhere, and this is one of the reasons we have chosen to offer these services.

At the same time, we are aware that services in this area can face unique challenges across the wider healthcare landscape, including high demand, evolving evidence, and pressures on clinicians. In order to continue providing care safely and sustainably, it is important that clear and respectful boundaries are in place for both patients and our team.

We therefore ask all patients to engage with our service in a way that is respectful, reasonable, and collaborative. This includes recognising that:

• Clinical decisions remain at the discretion of the treating clinician

• Treatment approaches may evolve or change over time

• Not all requests or expectations can be met

In rare circumstances, we may need to modify, pause, or withdraw a service. This may be due to factors such as:

• Changes in clinician availability

• The need to protect the wellbeing and safety of our team

• Operational or regulatory constraints

• External pressures that impact our ability to provide care to the standard we expect

Where this happens, we will always aim to:

• Communicate openly and promptly

• Provide appropriate clinical summaries

• Support patients in transitioning their care where possible

While we do everything we can to maintain continuity, we cannot guarantee the ongoing availability of any specific clinician, service, or treatment pathway.

We reserve the right to withdraw services where it is not safe, appropriate, or feasible to continue care, including where the expectations or behaviour of a patient fall outside of the respectful and collaborative approach outlined above.

This approach allows us to continue offering high-quality, compassionate care in a way that protects both our patients and our clinicians.

We may update these Terms from time to time. The latest version will always be available on our website. Continued use of our services constitutes acceptance of any updated Terms.

• These Terms are governed by the laws of England and Wales.

• If any part of these Terms is held to be invalid, the remainder will still apply.

• These Terms do not affect your statutory rights.

Thank you for choosing 222 Healthcare.

If you have any questions about these Terms, please contact us at 0333 242 2107 or support@222healthcare.co.uk.