Harrogate Private GP
Patient Terms and Conditions
These Terms and Conditions explain the basis on which Harrogate Private GP provides private general practice services, memberships and subscriptions. Nothing in these Terms affects rights that cannot lawfully be excluded or limited.
1. About us
Harrogate Private GP is operated by Harrogate Private GP Ltd, a company registered in England and Wales under company number 15257818.
Our registered office and principal clinic are:
Harrogate Private GP Ltd
Winters Barn
Haggs Farm Business Park
Haggs Road
Harrogate
North Yorkshire
HG3 1EQ
Email: contact@hpgp.co.uk
Website: www.hpgp.co.uk
Harrogate Private GP Ltd is registered as a provider with the Care Quality Commission. Winters Barn is our principal clinic. We do not currently provide regulated services from any other permanent clinic location.
2. About these Terms
These Terms apply when a person books, purchases or receives a clinical service, membership or subscription from Harrogate Private GP Ltd. They also apply, where relevant, to a parent, guardian, carer, attorney or third-party payer arranging or paying for care.
By booking an appointment, purchasing a service or joining a membership or subscription, you confirm that you have had an opportunity to read these Terms and agree to be bound by them.
These Terms should be read with the information provided when you book or enrol, our current prices, Privacy Policy, complaints procedure, safeguarding information and any consent information relevant to a particular service. Specific written information supplied for a service will form part of the agreement. If it conflicts with these general Terms, the specific information will take precedence for that particular matter.
Nothing in these Terms affects your statutory consumer rights.
3. Definitions
HPGP, we, us and our mean Harrogate Private GP Ltd, trading as Harrogate Private GP.
Patient means the person receiving care.
You and your mean the patient and, where relevant, a person lawfully arranging or paying for the patient’s care.
Services means the private GP and associated services that HPGP agrees to provide.
Working day means Monday to Friday, excluding public and bank holidays in England.
Membership year or subscription period means the initial 12-month period beginning on the date the patient joins. After that initial period, annual benefits reset on each anniversary, even though a renewed arrangement may be ended on 30 days’ notice in accordance with section 26.12.
NHS GP means the NHS general practice with which the patient is registered.
4. Our clinical services
We provide private general practice services, principally through face-to-face appointments at Winters Barn. Home visits may be offered on request where clinically appropriate, geographically practicable and subject to availability.
Our services may include:
clinical consultations and examinations;
assessment and management of new or ongoing medical concerns;
medication reviews and private prescriptions;
blood tests and other investigations;
NHS or private referrals and medical letters;
health checks and preventive healthcare;
earwax removal and other procedures advertised by us;
home visits where agreed; and
follow-up and continuity of care where appropriate.
The service provided will depend on the patient’s clinical needs, the information available and the professional judgement of the consulting GP.
We may decline, postpone, stop or redirect a service where the patient’s needs cannot safely or appropriately be met by HPGP. Payment for an appointment does not guarantee that a particular medication, investigation, treatment, referral, letter, certificate or procedure will be provided.
5. Emergencies and urgent care
HPGP is not an emergency or urgent-care service and is not monitored continuously.
Do not use our website, contact form, email service, Hero messaging, membership communication route or routine appointments for an emergency or a problem requiring urgent assessment.
Call 999 in an emergency. For urgent medical advice, contact NHS 111, your registered NHS GP, a local urgent treatment centre or another appropriate NHS service.
We may advise a patient to seek urgent or emergency care where we consider this clinically necessary.
6. Remaining registered with an NHS GP
Our services complement, rather than replace, NHS general practice, hospital and emergency services.
Patients should remain registered with an NHS GP so that they continue to receive services such as immunisations, screening invitations, chronic-disease monitoring and other NHS care that HPGP does not routinely provide.
We are not responsible for arranging or providing a service that remains the responsibility of the patient’s NHS GP, hospital team or another healthcare provider unless we have expressly agreed to do so.
7. Registration, identity and clinical information
We may ask for proof of identity, contact details, NHS details, emergency contact information and relevant clinical information before providing care. For a child, an adult lacking capacity or a person acting through an attorney, we may require evidence of parental responsibility or other lawful authority.
For our membership and subscription services, registered-patient status means that the patient has:
completed the relevant HPGP health-registration appointment or health review;
provided available information about their medical history, medication and ongoing care;
authorised us to seek relevant information from their usual NHS GP where appropriate;
had any baseline blood tests included within their plan undertaken, where clinically appropriate; and
had those baseline results recorded in, or made accessible from, their HPGP clinical record.
We will make reasonable efforts to obtain relevant information from the patient’s usual NHS GP. Registered status does not guarantee that the NHS GP or another provider will supply all information requested or that HPGP will have access to the complete NHS record. It does not replace NHS GP registration.
Patients must provide accurate, complete and current information. We may be unable to provide safe advice, prescribe or treat if relevant information is unavailable.
Please tell us before an appointment if you have mobility, sensory, communication, language, neurodiversity or other access needs. We will consider reasonable adjustments where required and reasonably practicable.
8. Appointments and continuity
Appointments are subject to availability and must normally be booked in advance. Payment is normally required at the time of booking unless we agree otherwise.
Patients may request a particular GP. We will make reasonable efforts to support continuity of care, but we cannot guarantee that a particular GP will always be available. All our GPs provide general private GP care within their professional competence and clinical judgement, and patients may consult any available HPGP GP.
Initial consultations are normally conducted face to face. Harrogate Private GP does not currently offer telephone or online appointments as an alternative to a face-to-face initial consultation. Patients must not book a face-to-face appointment with the intention of subsequently requesting that it be changed to a telephone or online consultation.
Telephone, email or online contact may be offered for follow-up where the treating GP considers this clinically appropriate. This is at our discretion and may require a further face-to-face appointment if adequate or safe assessment cannot be completed remotely.
Patients must select an appointment type and duration that are reasonably suitable for their needs. If you have several concerns, complex needs or require a particular examination or procedure, please contact us before booking or select a longer appointment where available.
We may recommend a further appointment where all concerns cannot be assessed safely within the time booked.
If you arrive late, the consultation may need to be shortened or rearranged. If the consultation cannot be completed safely, the late-cancellation provisions may apply.
9. Children, young people and patients requiring support
We provide care to patients of all ages.
A parent, person with parental responsibility or appropriate carer will usually need to attend or be available when a patient under 18 is seen. Arrangements will depend on the young person’s age, understanding, wishes, clinical needs and safeguarding considerations.
A young person may sometimes be seen alone where the GP considers this clinically and legally appropriate. Consent, confidentiality and information sharing will be considered individually and in accordance with professional guidance.
Patients may be accompanied by a relative, carer, advocate or other person with their agreement. We may recommend or require an appropriate chaperone for certain examinations. A chaperone will be offered for an intimate examination.
10. Patient responsibilities
Safe clinical care depends on accurate and complete information. Patients must, so far as reasonably possible:
provide accurate information about symptoms, medical history, allergies, medication and previous treatment;
tell us about relevant changes in their condition;
provide relevant records, medication lists, letters and results where requested;
tell us if they are pregnant, may be pregnant or are breastfeeding where relevant;
follow agreed safety-netting and follow-up advice;
keep their contact and payment details current; and
seek further or urgent medical help if their condition deteriorates.
We are not responsible for consequences arising directly from information that is materially inaccurate, incomplete or withheld, except where it would be unlawful to limit our responsibility.
11. NHS records, confidentiality and information sharing
We may not have direct or complete access to NHS GP or hospital records. Patients may be asked to provide information from the NHS App, a medication list, medical summary, hospital correspondence or investigation results.
Good communication between healthcare providers is important for safe care. With the patient’s consent, we will normally share clinically relevant information with their NHS GP or another healthcare professional where appropriate.
If a patient does not consent to relevant information being shared, we will respect that decision unless disclosure is otherwise justified or required. This may affect whether we can safely prescribe, treat or continue a particular service.
Information may be shared without consent where there is a safeguarding concern, a serious risk of harm, a legal or court requirement, a professional or regulatory obligation, or another overriding public-interest justification. Where appropriate and practicable, we will discuss this with the patient.
12. Fees and additional charges
Current fees are displayed on our website or communicated before booking or purchase.
Unless expressly stated otherwise, a consultation fee covers the booked GP’s time and clinical assessment. It does not automatically include:
medication or pharmacy charges;
blood tests or laboratory charges;
imaging or other investigations;
procedures or vaccines;
specialist or hospital fees;
medical reports, certificates or detailed letters;
third-party charges; or
further or follow-up appointments.
Where reasonably possible, we will explain additional charges before the patient agrees to an additional service. The patient or person making the booking remains responsible for payment even if they intend to seek reimbursement from an insurer, employer or another third party. We do not guarantee reimbursement.
13. Payment
Payment is normally required at booking or purchase unless we agree otherwise. Additional charges must be paid when requested. An invoice must be paid within the period stated on it.
We may decline further non-urgent services while an undisputed balance remains overdue.
Payment by a third party does not give that person an automatic right to confidential clinical information.
14. Cancellation, rearrangement and non-attendance
Patients should give as much notice as possible if they need to cancel or rearrange an appointment. Notice periods are calculated in calendar hours and include weekends and bank holidays.
A cancellation or rearrangement request takes effect when it is submitted through our booking system, received at contact@hpgp.co.uk, answered by us by telephone or recorded in our voicemail system.
Cancelling an appointment
The following charges will normally apply when a patient cancels a one-off appointment:
At least 48 hours’ notice: the appointment fee will be refunded, less a £5 cancellation administration charge.
Between 24 and 48 hours’ notice: 50% of the appointment fee will normally be retained or remain payable.
Less than 24 hours’ notice: the full appointment fee will normally be retained or remain payable.
Non-attendance: the full appointment fee will normally be retained or remain payable.
These charges represent a reasonable estimate of the costs and losses likely to arise from processing the booking, administering the cancellation and reserving clinical time that may not be capable of being offered to another patient. They are not intended to operate as a penalty. We will not retain more than our reasonable direct loss.
If we fill the cancelled appointment with another paying patient, we will refund any cancellation charge retained above the £5 cancellation administration charge. This prevents HPGP recovering twice for the same clinical time.
Any non-recoverable third-party costs relating specifically to the patient’s care that were clearly explained and agreed in advance may also be deducted.
Refunds will normally be returned using the original payment method. The time taken for a refund to appear will depend on the payment provider.
Rearranging an appointment
A one-off appointment may normally be rearranged once without charge if at least 24 hours’ notice is provided.
If an appointment is rearranged with between 24 and 48 hours’ notice, the payment may be transferred in full to the replacement appointment. If the replacement appointment is subsequently cancelled, any refund will not exceed the amount that would have been refundable had the original appointment been cancelled when the rearrangement was requested. We will not impose duplicate cancellation charges or retain more than our reasonable loss. This prevents rearrangement from being used to avoid the cancellation charges above without making the replacement appointment permanently non-refundable. If the original appointment slot is filled by another paying patient, any subsequent cancellation of the replacement appointment will be assessed according to the notice given for the replacement appointment. We will not retain charges for clinical time that has been paid for by another patient.
A request to rearrange made less than 24 hours before the appointment will normally be treated as a late cancellation. The full appointment fee may remain payable, and a new appointment and payment may be required.
Any further request to rearrange an appointment will normally be treated as a cancellation and will be subject to the cancellation terms above.
Membership and subscription appointments
The same notice periods apply to paid appointments booked at a membership discount.
If an appointment included within a subscription is cancelled:
with at least 48 hours’ notice, it will not be treated as used;
with between 24 and 48 hours’ notice, it may be rearranged once but will otherwise be treated as used; or
with less than 24 hours’ notice, or if the patient does not attend, it will normally be treated as used and deducted from the annual appointment allowance.
Where a home visit has been agreed in place of two included face-to-face appointments, a late cancellation or non-attendance may result in both appointments being treated as used. We will apply this reasonably, taking account of the notice given, whether the reserved clinical time could be used for another patient and any exceptional circumstances.
Exceptional circumstances
We may waive or reduce a cancellation charge, or restore an included subscription appointment, where there are exceptional circumstances such as serious illness or an emergency. Decisions will be made reasonably and individually. This does not create an automatic entitlement to a refund or restoration of an appointment.
15. Cancellation by HPGP
We may need to cancel or rearrange an appointment because of clinician illness, emergency commitments, adverse weather, premises issues, technical problems or other circumstances outside our reasonable control.
If we cancel an appointment, we will offer to rearrange it or refund the amount paid for the affected service. We will not normally compensate patients for associated costs such as travel expenses, loss of earnings or childcare costs. However, this does not exclude or restrict responsibility for reasonably foreseeable loss caused by our breach of contract or negligence, or any other liability that cannot lawfully be excluded, as explained in section 21.
16. Online and telephone purchases
Healthcare services supplied by healthcare professionals are generally excluded from the statutory 14-day cancellation provisions that apply to many distance and off-premises consumer contracts. Accordingly, booking a healthcare appointment online, by telephone or by email does not necessarily give the patient a statutory 14-day cooling-off period.
One-off appointments and other individual clinical services are subject to the cancellation arrangements in section 14, together with any statutory rights that apply.
HPGP provides a separate contractual cancellation period for memberships and subscriptions, as explained in section 26.14.
Nothing in these Terms excludes or restricts any statutory cancellation, refund or consumer right that applies in the particular circumstances.
17. Prescriptions and controlled drugs
All prescribing decisions are made according to clinical need, patient safety, applicable law, professional guidance and HPGP prescribing policies. Payment for an appointment does not guarantee that any requested medication will be prescribed.
HPGP does not currently prescribe controlled drugs. This includes controlled opioids, benzodiazepines, stimulant medication, pregabalin, gabapentin and other medications classified as controlled drugs. Patients requiring these medicines should contact their usual NHS GP or responsible specialist prescriber.
We may change our prescribing policy in the future, but only after appropriate clinical and professional approval and an update to our published information and internal procedures.
The charge for a private prescription does not normally include the amount charged by the dispensing pharmacy. Patients are responsible for using medication as directed and reporting adverse effects or relevant changes.
18. Tests, investigations and results
Tests and investigations are arranged only where the GP considers them appropriate and the patient agrees to any applicable charge.
Some services are performed by external laboratories or providers. Processing times are estimates and may be affected by matters outside our control.
We will explain how results are expected to be communicated and whether a further appointment is required. A test fee does not necessarily include interpretation, a follow-up consultation, further testing or treatment unless expressly stated.
Patients must provide current contact details and respond to reasonable attempts to communicate important information. If symptoms worsen while awaiting results, they must seek appropriate medical advice rather than wait for routine contact.
Where HPGP has agreed to receive, review or communicate a result, we remain responsible for taking reasonable care in carrying out that agreed role. We will explain, so far as reasonably practicable, whether HPGP, the patient or another provider is expected to arrange or undertake the next step. A patient responsibility to seek help if symptoms worsen does not remove any clinical or legal responsibility that HPGP has accepted.
19. Referrals and third-party services
We may recommend or arrange an NHS or private referral where clinically appropriate.
Acceptance, prioritisation and timing are determined by the receiving organisation. We cannot guarantee that a hospital, consultant, NHS service, insurer or other provider will accept a referral or provide care within a particular timeframe.
Third-party providers may have their own fees and terms. HPGP is not responsible for the independent clinical acts or omissions of a third-party provider that is not acting on our behalf. This does not exclude responsibility for our own negligence, including any failure to take reasonable care when selecting a provider, making or communicating a referral, transmitting information or performing follow-up that we have expressly agreed to undertake.
20. Letters, reports and certificates
We may provide letters, reports, forms or certificates where clinically appropriate and within the GP’s competence. We may require an appointment, examination, records or other evidence before doing so.
We may decline a request where information cannot be verified or the requested wording would be inaccurate, misleading, inappropriate or unsafe. Additional charges may apply.
21. Clinical outcomes and responsibility
Medicine cannot provide guaranteed results. The absence of a guaranteed outcome does not reduce the standard of care that we are required to provide.
We will provide services with reasonable care and skill and our clinicians will act in accordance with their legal and professional responsibilities.
We are responsible for loss or damage that is a reasonably foreseeable result of our breach of contract or negligence. We are not responsible to the extent that loss or harm was caused by materially inaccurate or withheld information, a failure to follow clear clinical advice, a failure to seek urgent care when advised, or an independent third party outside our control. This qualification applies only to the extent that the patient’s or third party’s act or omission caused or contributed to the loss and does not exclude responsibility for any breach or negligence by HPGP.
We remain responsible for clinical actions and follow-up that we have expressly agreed to undertake and for duties imposed on us by law or professional standards. The patient remains responsible for actions clearly allocated to them, such as arranging an advised appointment, seeking urgent care or attending follow-up, provided that responsibility has been communicated clearly.
Nothing in these Terms excludes or restricts:
the statutory requirement to provide services with reasonable care and skill;
liability for death or personal injury caused by negligence;
liability for fraud or fraudulent misrepresentation;
liability for breach of confidentiality or data-protection duties where it cannot lawfully be limited; or
any other liability or consumer remedy that cannot lawfully be excluded or restricted.
Nothing in these Terms prevents a patient from raising a complaint, notifying a regulator, obtaining independent advice or bringing a valid claim.
22. Privacy, records and marketing
We create and retain a clinical record of the care provided. Harrogate Private GP Ltd is the data controller for personal data processed in connection with HPGP services unless our Privacy Policy states otherwise.
Personal information is handled in accordance with data-protection law, professional confidentiality requirements and our Privacy Policy.
Consent to receive clinical care or a reply to an enquiry is separate from consent to receive marketing. We will send marketing communications only where the necessary consent or another lawful basis applies. Marketing consent can be withdrawn at any time.
23. Safeguarding
Our clinicians have legal and professional safeguarding responsibilities towards children and adults who may be at risk of abuse, neglect or other harm.
Information may be shared with appropriate professionals or authorities where necessary and justified to protect a patient or another person. Further information is available in the Safeguarding section of our website.
24. Website, contact forms and ordinary email
Website information is general and is not a substitute for an individual assessment.
Ordinary enquiries and contact forms must not be used for emergencies, urgent clinical concerns or where an immediate response is required. We cannot guarantee that ordinary messages will be read or answered within a particular period unless expressly agreed through a membership or subscription service.
Ordinary email may not always be completely secure. Please avoid sending unnecessary sensitive information and follow any secure communication instructions we provide.
These communication warnings explain the intended use and monitoring of our services. They do not exclude responsibility where HPGP actually receives and handles a communication negligently.
25. Conduct and safety
Patients, visitors and accompanying persons must behave respectfully towards our staff, clinicians, other patients and premises. We will not tolerate threatening, abusive, discriminatory, violent or seriously disruptive behaviour.
We may end an appointment, restrict communication arrangements or decline further non-emergency services where reasonably necessary to protect patients, staff or others. This does not prevent us from addressing an immediate clinical or safeguarding concern.
For home visits, patients must provide accurate address and access information and a reasonably safe environment. A GP may decline to enter or may leave if the environment is unsafe or unsuitable.
26. Membership and subscription services
26.1 General principles
Membership and subscription provide additional benefits and greater continuity of care. They are not medical insurance, do not provide emergency or urgent care, do not guarantee access within a particular timeframe or to a particular GP, and do not guarantee that a requested prescription, investigation, treatment or referral will be appropriate.
Benefits are personal to the named patient and cannot be transferred, shared, resold or exchanged for cash.
26.2 Adult membership
Adult membership is currently £360 per year and includes:
an annual health check of up to 60 minutes;
appropriate baseline blood tests as part of that health check;
20% off standard face-to-face GP appointments during the membership year;
registered-patient status;
greater continuity with GPs familiar with the patient’s history; and
direct Hero or email contact for appropriate non-urgent follow-up relating to a health concern previously discussed during an HPGP consultation.
Membership messages support follow-up after a consultation. An unrelated new concern will normally require an appointment. Additional appointments, tests, medication, procedures, reports and external services are charged separately unless expressly included.
26.3 Adult subscription
Adult subscription is currently £360 per year plus £79 per month. The minimum amount payable during the initial 12-month term is £1,308. It includes:
all applicable adult membership benefits;
up to 10 standard face-to-face GP appointments during each 12-month period;
direct Hero or email contact about new or ongoing non-urgent health concerns;
telephone follow-up where clinically appropriate; and
enhanced continuity with the subscriber’s preferred GP wherever reasonably possible.
The annual health check is additional to the 10 included appointments.
26.4 Child membership
Child membership is currently £180 per year and includes:
an annual child health review;
20% off standard face-to-face GP appointments during the membership year;
greater continuity; and
direct Hero or email contact through an authorised parent or guardian for appropriate non-urgent follow-up relating to a matter previously discussed during an HPGP consultation.
A parent or guardian must also have registered-patient status with HPGP.
Blood tests are not automatically included in a child health review. They will only be recommended where the GP considers them clinically appropriate and may incur an additional charge, which will be explained and agreed before testing.
26.5 Child subscription
Child subscription is currently £180 per year plus £59.25 per month. The minimum amount payable during the initial 12-month term is £891. It includes:
all applicable child membership benefits;
up to 10 standard face-to-face GP appointments during each 12-month period;
direct Hero or email contact through an authorised parent or guardian about new or ongoing non-urgent concerns;
telephone follow-up where clinically appropriate; and
enhanced continuity with the preferred GP wherever reasonably possible.
The annual child health review is additional to the 10 included appointments. A parent or guardian must also have registered-patient status with HPGP.
26.6 Hero and email contact
Members and subscribers must normally contact us through Hero or another route specified by HPGP. Hero will be used wherever reasonably practicable so correspondence can be retained within the clinical record. Clinically relevant correspondence received by another route will be added to the record where appropriate.
For general members, written contact is limited to appropriate non-urgent follow-up about matters previously discussed during an HPGP consultation.
Subscribers may contact us about new or ongoing non-urgent concerns. Written contact is not necessarily a substitute for a consultation. The GP may provide advice, ask for information, offer telephone contact, recommend or arrange an appointment, advise that separately charged services are required, or direct the patient to another appropriate provider.
All clinical decisions, including whether a concern can safely be managed by message or telephone, remain at the GP’s professional discretion.
26.7 Response times and preferred GP
We aim to respond to appropriate membership and subscription messages within two to three working days. This is a target, not a guaranteed response time.
Responses may take longer because of annual leave, illness, unexpected demand or circumstances outside our control. A subscriber may request a response only from their preferred GP. If they choose to wait for that GP, the response may take longer than two to three working days, particularly during annual leave or other absence.
Where reasonably practicable, we will explain if the preferred GP is expected to be unavailable for a significant period and may offer another HPGP GP. Patients must not delay appropriate care while waiting for a preferred GP or an HPGP response.
26.8 Telephone contact
Telephone follow-up is offered to subscription patients where the GP considers it clinically appropriate. A GP may also offer telephone contact to another patient where information received indicates that earlier discussion is clinically necessary or would help determine the appropriate next step.
Telephone contact is arranged according to clinical need and availability. It is not an on-demand or urgent-care telephone service and may lead to a recommendation for a face-to-face appointment, NHS urgent assessment, investigation, treatment or another service.
26.9 Appropriate use of communication
Messaging or telephone contact may not be suitable where symptoms require urgent assessment, a physical examination is needed, the concern is complex, identity or consent cannot be confirmed, prescribing without consultation would be unsafe, or the GP considers another assessment necessary.
Communication facilities must be used reasonably. We may discuss alternative arrangements where the volume, frequency or nature of contact cannot safely or reasonably be managed through messaging.
26.10 Preferred GP
We will make reasonable efforts to provide continuity through the patient’s preferred GP. We cannot guarantee that GP’s availability. Another HPGP GP may respond or provide care because of annual leave, illness, workload, availability or clinical appropriateness.
26.11 Term and payments
Memberships and subscriptions have an initial minimum term of 12 months. A renewed arrangement may be ended in accordance with section 26.12 and does not create a further fixed minimum term.
Important: a subscription has an initial minimum term of 12 months. The adult subscription requires a minimum total payment of £1,308 and the child subscription requires a minimum total payment of £891 during that initial term. This comprises the applicable annual fee and all 12 monthly payments. These payments remain subject to the cancellation rights in section 26.14, any statutory rights and the provisions for exceptional circumstances in section 26.20.
The annual fee is payable at enrolment and at the start of every subsequent 12-month period if the arrangement renews. Subscribers must pay the applicable monthly charge throughout the initial 12-month minimum term. After renewal, monthly charges remain payable until the arrangement ends in accordance with section 26.12.
A subscriber remains responsible for monthly payments for the complete initial minimum term even if they stop using the service or request cancellation early, except where a statutory right applies, we agree to early termination because of exceptional circumstances, or we end the arrangement where continuing to charge would be inappropriate or unlawful.
26.12 Automatic renewal
At the end of the initial 12-month period, membership or subscription will renew automatically unless either party gives notice that it does not wish to renew. After renewal, the arrangement will continue on a rolling basis and may be ended by the patient on 30 days’ notice. Renewal does not commit the patient to a further fixed 12-month minimum term.
We will send a reminder using the latest contact details at least 30 days before renewal. It will state the renewal date, applicable charges, material changes and how to prevent renewal.
A patient may prevent renewal by emailing contact@hpgp.co.uk or using any other cancellation route stated in the renewal reminder at any time before the renewal date. Cancellation then takes effect at the end of the initial 12-month period, and no annual or monthly charge will become due for a renewed period.
After renewal, a patient may end the arrangement at any time by giving 30 days’ notice by email to contact@hpgp.co.uk or through another cancellation route we specify. Monthly subscription charges will stop at the end of that notice period.
Where an annual fee has been paid for a renewed period, we will calculate a fair pro-rata refund for the unused part of that period. We may deduct a reasonable and proportionate amount for benefits already supplied during the renewed period, but only where the basis of that calculation was clearly explained before renewal. We will provide the patient with a written explanation of any deduction and will not recover more than our reasonable loss or charge twice for the same benefit.
In addition, a patient may cancel an automatic renewal by notifying us within 14 days after the renewal date. The renewed arrangement will then end and we will refund charges for the renewed period, less only a reasonable and proportionate amount for services or benefits actually supplied at the patient’s request during that period where the law permits.
If we fail to send the promised renewal reminder, the patient may cancel the renewed arrangement within 14 days after becoming aware of the renewal. We will not rely on a renewal that has not been brought fairly and transparently to the patient’s attention.
26.13 Annual price changes
Charges may be reviewed once each year. Any increase takes effect only at the beginning of a new 12-month period and will be notified at least 30 days before renewal.
Any annual increase will be no greater than the 12-month percentage change in the all-items UK Consumer Prices Index published by the Office for National Statistics and most recently available when the renewal notice is prepared. If that figure is zero or negative, charges will not automatically increase under this provision.
A patient who does not wish to accept the new price may prevent renewal before the renewal date.
26.14 Membership and subscription cancellation period
Although healthcare services are generally excluded from the statutory 14-day cooling-off provisions applying to many distance and off-premises contracts, HPGP provides patients with a contractual right to cancel a new membership or subscription within 14 days after the day on which the agreement is entered into.
The patient may cancel by emailing contact@hpgp.co.uk or using another cancellation route stated at enrolment. No reason is required.
If the patient asks us to begin providing membership or subscription benefits during this 14-day period and subsequently cancels, we may deduct or charge a reasonable and proportionate amount for services or benefits actually supplied before cancellation.
Cancellation during this period ends the membership or subscription. We will not require payment of the remaining charges for the initial 12-month period, although any undisputed charge for services or benefits already supplied remains payable.
This contractual cancellation period does not replace or limit any more favourable statutory right that applies.
26.15 Included subscription appointments
A subscription includes up to 10 standard face-to-face GP appointments during each 12-month period.
At our discretion, and where agreed in advance, we may allow a clinically appropriate home visit to be provided in place of two included face-to-face appointments. Home visits remain subject to GP availability, clinical suitability, location and safe access. Any additional travel or other costs will be explained and agreed before the visit.
Included appointments are personal to the subscriber, have no cash value, cannot be transferred, shared or exchanged, must be used within the relevant 12-month period and do not carry forward.
Unused appointments expire at the end of the relevant period. All appointments and home visits remain subject to availability, appropriate booking and clinical suitability.
26.16 Cancellation of included appointments
Cancellation, rearrangement and non-attendance relating to included subscription appointments are governed by section 14.
26.17 Additional costs
Unless expressly included, medication, additional blood tests, imaging, procedures, vaccines, reports, specialist or hospital fees, third-party charges and services exceeding the stated benefits are charged separately.
26.18 Failed payments
Patients must maintain a valid payment arrangement. If a payment fails, we may contact the patient and make a reasonable further collection attempt. We may suspend benefits while an undisputed payment remains overdue. Suspension does not automatically end the agreement or remove responsibility for charges due during the initial minimum term.
26.19 Death of a member or subscriber
Membership or subscription ends immediately upon the death of the named patient. No further annual or monthly charges will become payable after the date of death.
Prepaid charges relating to the period after death will be refunded on a fair pro-rata basis. We will not seek to recover the value of benefits used before death.
We may request reasonable evidence and payment details, but will manage the process sensitively and seek to minimise the administrative burden on the family or personal representatives. Where appropriate, we will support the family with reasonable clinical communication, information or signposting, subject to confidentiality law and professional duties.
26.20 Other early termination and pro-rata refunds
A patient may ask to end an arrangement early because of exceptional circumstances, including serious illness, permanent relocation or the service no longer being clinically suitable. We will consider such requests reasonably.
Where early termination is agreed, future monthly charges will stop from the agreed termination date and prepaid annual or monthly charges relating to the period after that date will normally be refunded on a time-based pro-rata basis.
We will not retrospectively reprice appointments, tests, health checks or discounts already used at their non-member price unless that approach was clearly explained and specifically agreed before enrolment and is lawful and fair. We may set off any undisputed amount already due. We will explain the calculation in writing.
26.21 Suspension or termination by HPGP
We may suspend or terminate an arrangement where payments remain unpaid after reasonable notice, benefits are seriously or repeatedly misused, conduct is threatening or unsafe, the clinical relationship has irretrievably broken down, continuing is clinically inappropriate, or we can no longer reasonably provide the service.
Except where immediate action is necessary, we will explain the position and provide reasonable notice. Future charges will stop when termination takes effect. Prepaid charges for the period after termination will normally be refunded on a time-based pro-rata basis, subject to any undisputed amount already due and the patient’s statutory rights.
27. Complaints and feedback
We welcome feedback and take concerns seriously. Complaints should be submitted using the contact details on our website or by emailing contact@hpgp.co.uk. Our complaints procedure is available through the website and on request.
We will handle complaints in accordance with our complaints policy and regulatory requirements. The Care Quality Commission regulates our service but does not normally investigate individual complaints on a patient’s behalf. Information about raising concerns with the CQC is available at www.cqc.org.uk.
28. Events outside our reasonable control
HPGP will not be in breach of these Terms for a failure or delay caused by an event genuinely outside our reasonable control, to the extent that the event prevents or delays performance despite our taking reasonable steps to avoid or reduce its effects. Such events may include clinician illness, severe weather, public-health restrictions, fire, flood, utility or IT failure, cyber incident, supply disruption, industrial action, regulatory change, premises problems or third-party failure.
Where such an event affects an appointment or service, we will contact the patient as soon as reasonably possible and try to rearrange it or provide an appropriate alternative.
If the event prevents us from providing a paid service, we will offer an appropriate alternative, credit or refund. If it materially prevents us from providing membership or subscription benefits for a prolonged period, we will consider an appropriate pro-rata refund or allow the patient to end the arrangement early. Nothing in this section limits any statutory right or remedy.
29. Changes to services or these Terms
We may update these Terms to reflect changes in services, clinical practice, regulation or law.
The terms applying to a one-off appointment will ordinarily be those available when it was booked. We will give reasonable advance notice of a material change affecting an existing membership or subscription. A material change will not normally take effect until renewal unless required by law, regulation or patient safety, or it benefits the patient without materially disadvantaging them.
If a change made during an existing membership or subscription materially reduces the benefits available to the patient, and is not required solely to comply with law, regulation or an immediate patient-safety requirement, the patient may end the arrangement without an early-termination charge. We will provide a fair pro-rata refund of prepaid charges relating to the period after termination.
30. General legal terms
If any provision is found unlawful or unenforceable, the remaining provisions will continue to apply.
If we do not immediately enforce a provision, this does not mean we have waived it.
These Terms are between HPGP and the person purchasing or receiving the service. No other person has a right to enforce them under the Contracts (Rights of Third Parties) Act 1999 except where law provides otherwise.
These Terms are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, although a patient living elsewhere in the United Kingdom may have additional rights to bring proceedings where they live.
31. Contact details
Questions about these Terms may be sent to:
Harrogate Private GP Ltd
Winters Barn
Haggs Farm Business Park
Haggs Road
Follifoot
Harrogate
North Yorkshire
HG3 1EQ
Email: contact@hpgp.co.uk