1. About Us

YourGPConsultation.com is a healthcare product of Alevyn Ltd, UK (hereinafter referred to as “us”, “our” or “we”), Incorporated in 2014 in England and Wales, # 09368987. Our registered office is 3rd Floor, 86-90 Paul Street Paul Street, London, EC2A 4NE.

1.1 Our goal


To leverage real time online video technology to provide online medical consultation. The delivery of our services and the use of our services is subject to these Terms & Conditions (hereinafter referred to “T & Cs”).

1.2 Our mission


We are a private online regulated medical service that provides appointment-based video consultation to fee paying patients for non-acute medical cases. We are regulated by the Care Quality Commission (CQC), which monitors, inspects, and regulates health and social care services. We do not offer consultation to people aged below 18 years, over 65 years, and people without capacity. We are open for medical consultation 24 hours, and seven days through the year and our admin office is open 9 am to 5 pm, Monday to Friday except bank holidays.


2. Your Requirement

You are required to read these “T & Cs” carefully before using our services. It represents a legal agreement between you and our service. You may download a copy of these “T & Cs” for future reference. By continuing to navigate our website/portal and to use our services, it means that you agree to these “T & Cs”. You are not authorised to use our services if you do not accept these “T & Cs”.


3. Important Notice

Please note that our service is not suitable for any medical emergency and for treatments that require face to face consultation and examination. Call 999 or NHS 111 if you are having a medical emergency such as a heart attack, stroke, severe reactions, severe acute respiratory syndrome, severe bleeding, severe allergy, and other such conditions.


4. We have applied the following definitions in this “T & Cs”

5. Who is eligible for our services?

You must be 18 years at the time of your consultation and not older than 65 years; and resident in the UK. You must have capacity. You need a UK identification and proof of address. You must be registered with us to create an individual Account. You must provide accurate information about yourself and your health care needs. No other person, including other family members can use your registered account. Everyone who wants to use our services and is between 18 years and 65 years; and has capacity should register their own personal/individual Account.


6. About your Personal/Individual Account

By opening an Account with us, you agree to provide accurate and up to date information consistently. You can update your information with us on your personal dashboard. It is your responsibility to set the password to your Account to be as strong as possible and to keep the information in your Account safe and confidential so that only you can access your Account on our website. You should avoid saving your password on devices that are shared with other people. We advise you to change your password regularly. Please notify us and reset your password if you suspect that someone else may know your password and use it to access your Account. For all Account related matters, please contact us at accounts@yourgpconsultation.com.


7. About booking your doctor’s Appointment and Refunds

You understand and agree that we are an appointment-based, fee-charging private health care provider. You understand and agree that to confirm your doctor’s appointment with us, you must select a time that is suitable for you and to pay in advance for the appointment. We will send you an email confirmation of your appointment. You agree that it is your responsibility to keep record, remember, and attend your booked appointment.

7.1 Cancellation and Rescheduling of doctor’s Appointment:


If you will want to cancel your appointment, you must notify us at least 24 hours in advance by email at cancel.appointment@yourgpconsultation.com. Please state your reason(s) for cancellation. Your consultation fee will be refunded in full to the card with which you paid for the booked doctor’s/GP’s appointment if you notify us at least 24 hours in advance. You agree that if you notify us less than 24 hours to your appointment, we will regard this as late cancellation and your consultation fee will not be refunded. We would regard failure to keep your appointment as a missed appointment without prior notice and as such will not refund your consultation fee. You can reschedule your doctor’s appointment with us but your decision to reschedule must be communicated to us on email at reschedule.appointment@yourgpconsultation.com at least 24 hours before your scheduled doctor’s appointment, stating the reasons why you want to reschedule. We will send you an email with a link to choose your next doctor’s appointment with no additional charge. Please note that you can only reschedule your doctor’s appointment once.

7.2 Patient Identification:


You agree that before any doctor’s consultation, we will require you to show a photo identity. Please have a form of photo identity with you such as a driving licence or travel passport to show the doctor. Note that by providing identification you agree and consent to verification checks by a third party and that your consultation may be cancelled and rescheduled to enable you provide a valid identification (ID). This will mean that no prescription will be issued, and no letters will be written without a proof of identification. If you are unable to provide a valid ID, our doctor retains the right not to continue your consultation and to arrange with our admin to rescheduled for the next available date and time. You will only be given one opportunity to reschedule your appointment.


8. About video consultations

This refers to real time online video consultation with one of our doctors. You agree that to access video consultation with one of our doctors, you will have to book a doctor’s Appointment, for a date and time which must be UK time. Also, by registering for our services and booking a doctor’s consultation, you declare that you will provide accurate and complete information on the questionnaires on our website and to our doctor. The records and video of your consultation will be kept safe and secure as required by applicable UK general data protection regulation and law. You agree to keep a personal record of your consultation and to inform us of any inaccuracies to enable us to update your records. We reserve the right to archive your information on our server and to request you to create a new account to continue to use our services.

8.1 Doctor’s Advice, Prescriptions, and Letters:


you understand and agree that it is the doctor that can determine whether you require a prescription. You also understand and agree that you will be required to pay for your prescription and that identification may be requested to collect your prescription. You also understand that you may not be able to collect your prescription if it is not in stock in your preferred Pharmacy and that you may be asked to wait or to collect the prescription from another Pharmacy. You agree to and consent that we share your information with your preferred Pharmacy to enable them to process your prescription and to correctly identify you. You know that the prescriptions issued by our doctor are only valid in UK accredited Pharmacies and will be valid for 7 days. You agree that our doctors will not prescribe the following medications:

If you require any of the above medications, please see your GP. Do not book a doctor’s Appointment with us for any of the above medications as your doctor’s consultation fee will still be charged and will not be refunded. You understand and agree that to collect your prescription from your preferred pharmacy, you will be required to pay for the cost of the prescription at your preferred Pharmacy. You understand and agree that your prescription will be valid for 7 days If following a consultation with our doctor, the latter determines that you require a referral letter, it will be available for download on your personal dashboard after payment. If following a consultation with our doctor, the latter determines that you require a fitness letter it will be available for download on your personal dashboard after payment. If following a consultation you require travel advice, this will be provided to you by the doctor.


9. About payment

You understand and agree that you will need to pay for our services online by bank card (Credit or Debit). You agree that you have the authority to use a bank card for paying for our services. You understand and agree that our payment processing is provided by a third-party (currently Stripe) and that by entering your card details you agree to be bound by their terms and conditions and privacy policy (https://stripe.com/gb/legal). Please contact Stripe if you have any queries regarding their services. Note that our system does not store your card details.


10. Accessing yourgpconsultation.com services

To use our services, you should have access to the Internet through the data on your smart mobile phone or through a WiFi connection on your computer, tablet, or smart phone. You understand and agree that it is your responsibility to ensure that you have Internet access and connection to be able to use our services. You also understand, and agree that it is your responsibility to ensure that you can participate in real time video consultation, by checking that your operating system and browser comply with the following minimum requirements:

We will not refund your doctors’ consultation fee if you are unable to connect to a real time video consultation due to poor Internet connection; or using the wrong browser and operating system.


11. Service Disruptions

We are committed to taking every step to providing an uninterrupted service 24 hours, 7 days a week all year round. There may, however be occasional technical problems and periods of maintenance, upgrades, and the introduction of new versions of the software to improve the services that we provide. We will ensure that we minimise the effects of such temporary disruptions on our customers and provide timeous communicate. We will ensure that we restore services as quickly as possible and give our customers the choice to reschedule their appointments or to receive a refund of fees paid when applicable.


12. Responsible use of our Website/Portal and Services

Do not use our services for any unlawful and fraudulent purposes or if it causes you to become agitated and anxious. If we discover that your usage of our website and services are in breach of our “T & Cs” and UK laws and policies, we reserve the right to suspend and if necessary, to terminate your Account. If you use our website for criminal, fraudulent and unlawful practices and we suspend and terminate your Account, you will not be entitled to any refund of fees already paid. We will retain on our records information on your Account and your activities with us for reference purposes. We will report you to the relevant law enforcement authorities in the UK.


13. Our right to update and edit our Website/Portal

We reserve the right to edit and update our “T & C” at any time without prior information and notice to our customers. If an update occurs, we will notify our customers by email.


14. Patient’s Responsibility, Consent, and the use of our Website/Portal and Services

The medical services that we provide to our customers on our website depend on the consent of our patients and the disclosure of relevant information as accurately and truthfully as possible while completing the medical questionnaire and at video consultation with the doctor. You understand and agree that it is your responsibility to read and understand the questions in the medical questionnaire before providing truthful and accurate answers. You must not provide answers to questions that you do not understand. It is the responsibility of the patient to ensure that the information that you provide to us is accurate and honest and that you avoid misinformation. You agree to accept the responsibility for providing misleading and inaccurate information, knowingly or unknowingly, which may affect the decisions and advice of the doctor, and in such circumstances, you absolve the doctor fully from all responsibilities. Our service will not be liable to any loss or damage that you may suffer from the advice and prescriptions by our doctors based on inaccurate and false information that you provide while completing the medical questionnaire and at video consultation. You accept the responsibility to inform your regular GP about your consultation and treatment with us.

14.1 Checking your prescription and medication:


It is your responsibility to check that you have been dispensed the right medication at your preferred Pharmacy and to follow the dosage and other instructions provided by the GP and that your preferred pharmacy will give you regarding your prescribed medication, as well as the instructions on the packaging and labels of the medication. You must read all the instructions on your medications and seek clarification and advice from your preferred pharmacy if in doubt before using the medication.

14.2 Your NHS GP:


The service that we provide does not replace your regular GP. It is your responsibility to request our service for a different appointment and GP, if you discover that our doctor is also your regular GP.

14.3 Your Warranties and Undertaking:


It is our understanding that by registering on our website and using our services, you warrant and agree that you are 18 years and above, have capacity and can enter a legally binding contract with us. You warrant that you are a UK resident and that you will be accessing our website and services from the UK. You also warrant and undertake to have only one Account with us, that you have provided your true legal name and residential address, phone number and email, that you have provided truthful and accurate answers to questions on the medical questionnaire on our website, and at video consultation; and that you are using our website and services only for yourself. You undertake that you will, as soon as possible, notify our service of any incomplete or inaccurate information that you provide to us; and that you follow the advice and instructions of our doctor following a video consultation. You also undertake to comply with the instructions from your preferred Pharmacy regarding medication dosages, frequency and duration and route of administration, and that you will report any side effects promptly to your doctor and emergency services, and will discontinue medication promptly. You undertake that you will not use any medication after its expiry date and for purposes for which it was not prescribed; and you undertake not to permit any other person to use your prescribed medication. You undertake that you will maintain the privacy and security of your medical information and will not allow any unauthorised access to the information in your Accounts.


15. Limitation of Liability

There is nothing in these “T & Cs” that limit our services from liability that may be caused by the negligence of our doctor(s) or service under the applicable laws of the UK; and nothing in these “T & Cs” limits your statutory rights. Our service will not be liable for any disruptions and circumstances beyond our control that results in a breach of our “T & Cs”. To the extent permissible by law, our service, doctor(s) or any of the third parties or partners involved in providing your care shall not be liable for any loss, distress or damage that your reliance on our services may cause following any disruptions. Our service is distinct from the third parties involved in providing care to you and we will not be liable for any errors, omissions, or failures of such third parties such as your preferred pharmacy. Doctors provide consultations on our platform independently, and they bear sole responsibility for the advice and treatment that they provide. To the fullest extent permissible by law our service disclaims any liability from the advice, treatment, and actions of doctors. In all circumstances, and without prejudice, our total liability in connection with the services that we deliver to you under this contract, including claims for negligence, shall not exceed £200.


16. The Content on our Website

We have taken due care to ensure that the information on our website is based on current medical knowledge and is accurate for the purpose of general information to the people who visit our website and our patients. However, the information on our website/portal does not replace advice from a doctor. Always consult with the doctor for your health care needs. We do not claim that the information on our website/portal will always be accurate without errors. We, therefore, do not take responsibility for materials that you access from links to our website/portal.


17. Intellectual Property

The contents on our website/portal are our intellectual property and are protected by copyright and other intellectual property rights. For general information and for using our services, we grant you a non-exclusive and non-transferable right to accessing our website/portal and services. You must not use our website/portal and our services in an unauthorised and unlawful way. You must treat the contents and tools on our website/portal as commercially sensitive.


18. Communication

Communication between you and us will mainly be done electronically by email, text, and telephone. You agree to and accept the electronic communication of these “T & Cs”, and other notices, as you will accept paper-based contracts and communication as legally binding in so far as it does not supersede your statutory rights. You may however communicate to us by post if need be at YourGPConsultation.com, Alevyn Ltd, UK, 3rd Floor, 86-90 Paul Street Paul Street, London, EC2A 4NE.


19. Complaints

We take complaints seriously to safeguard our patients and our staff and to enable us to continuously improve to best serve our patients. Therefore, we treat every complaint urgently to address the issues raised, and to issue reprimand in line with our disciplinary policy, and to report where necessary to the relevant authorities such as the GMC or CQC. We have provided clear information and guidance for aggrieved complainants to contact the Care Quality Commission (CQC) including address, email, and telephone number. If you have any complaints send an email to our internal complaint officer, who is our Registered Manager at complaints@yourgpconsultation.com. You may also contact Care Quality Commission at www.cqc.org.uk and enquiries@cqc.org.uk; Independent Sector Complaints Adjudication Service (ISCAS) through their website at www.iscas.org.uk; The General Medical Council, www.gmc-uk.org; and The International Dispute Resolution Centre, info@idrc.co.uk and www.idrc.co.uk/

20. Privacy

In order to meet our obligations under the UK general data protection regulation (GDPR), regarding the security and safety of the data that we control and process, and your rights as an identifiable living person, your privacy is important to us.

20.1 The information we collect


To register and create an account with us, we collect your names, age, sex, date of birth, residential and email addresses, phone number, your ID, and your profile photo. To book a GP appointment with us, we collect information regarding your medical complaints or symptoms; and at video consultation, we collect information regarding your medical and social history, and where applicable we may ask you to upload any relevant medical reports and photos regarding your health problem. We use a third party to manage the payment for the services that we provide, so that process your financial information.

20.2 How we use personal information


We use personal information to create a user-specific account and to administer user accounts. We also use personal information and feedback to improve your user experience and if you have subscribed to send to you regular information regarding health via our newsletters, blogs and vlogs. We may also use personal information to invite you to livestreams where we discuss health matters. We also use personal information to carry out surveys. We use personal information for our internal research and development, and for internal audits. We are also legally obligated to store personal information as part of our health records keeping.

20.3 Our legal basis for processing your personal data


The following are our legal and lawful basis for processing your data (some of which are under the special category data such as biometric data and health data):

20.4 When can we share personal data


We collect and process your personal data only to provide online GP consultation and to improve your experience with us. Financial information regarding the payment for our services is done via a third-party payment provider. We will treat personal data confidentially and will not share your personal data with any third-party without your permission. For care continuity and safeguarding, we will request your permission to share your online consultation on our portal with your registered GP. We will share your personal information if required by a court of law in the UK and if required by law for safeguarding purposes.

20.5 Storage, security and processing of personal data


The personal information that we collect and process is stored in a secured cloud sever. We ensure that our computer systems are password protected with privileged access, have up to date software, security and firewalls, and our portal is properly encrypted. Our members of staff and trained and place the security of your data as top priority and we conduct privacy risk assessments at least once a year. Our service will not transfer data outside the UK and we implement our data privacy policy in compliance with GDPR UK.

20.6 How long we keep your personal data


You have the right to discontinue your account with us when you want to. We will also send email reminders once a year to opt in or out regarding the renewal of your account. Please note that we will continue to hold your medical records with us and will transfer such records to your registered GP for safeguarding. Where your personal information is no longer necessary and it is not possible to continue to keep personal information for longer, we will in compliance with the GDPR safely destroy any personal information. 

20.7 Your rights in relation to personal data


You have a right to access and control their personal data including to correct and update information, and to complain to the Information Commissioner’s Office. You can access a summary of your biodata and health information on our records from the user’s personal dashboard. You can correct or update some of your personal information after logging into your account. You can write to us to request for more detailed information regarding your personal information and we will process your request and revert within 10 to 15 working days. We will not delete or erase your personal information as we have a legal obligation to retain your information, and you do not have a right to data portability.

20.8 Automated decision-making


In order to execute our service contract, and to serve you well, we may at some point deploy and rely on technology for automated decision making for we have legal and lawful contractual bases. The program logic used will be disclosed if and when an automated decision-making tool becomes operational.

20.9 Use of cookies and other technologies


We use cookies to collect information as you browse and use our services. Cookies are small data files placed on the device (computer, tablet, smartphone, and others) that you use to access our portal. Cookies keep a record or memory of when and how you are using our website and are essential in helping us provide better user experience on our portal and related offerings to you. The cookies we use are:

These cookies are active during a browsing session and are strictly necessary for our portal to work i.e. enable you to log in, register and for online security. They expire once you close your browser or sign out of our portal after viewing our services, registration, booking Doctor’s appointment or after e-Consultation.

These cookies help us count the number of people visiting our portal. They also help us tract how people are using our portal. The information that these cookies provide, help us improve the functioning of our portal and user experience.

These are cookies set by third parties to help us count the number of people visiting our portal. They also help us track how people are using our portal. The information that these cookies provide, help us improve the functioning of our portal and user experience.

These cookies help us to know when a visitor returns to our portal, so that we can provide personalised content that fits their preferences. There are both first- and third-party sessions and persistent cookies.

These cookies keep record of visitors to our portal i.e. the pages and links that they clicked on or visited and can be used to track the movement of a user across different websites. These cookies are usually third party and are persistent.

20.10 Linking to other websites


You may find links to our sister organisations such as askawayhealth.org and important UK regulatory, legislative and government sites. You may also find links to other websites, resources and portals on our portal. Please note that these links do not in any way constitute endorsement, and we do not take any responsibility for the contents and activities on these websites, resources or portals.

21. General Provisions

Our “T & Cs” shall continue to apply in full even after the suspension and cancellation of your Account. Your accrued rights and liabilities and ours shall continue to apply after the suspension and cancellation of this contract. There is no understanding or implication under these “T & Cs” to enforce its provisions by a third party. We reserve the right to transfer the rights and obligations in these “T & Cs” to our assigns and successors without your consent. The delay in the exercise of the rights in these “T & Cs” shall not constitute a waiver. These “T & Cs” governing this contract supersedes and ends all previous agreements, promises, assurances, warranties, and understandings between you and us, and constitute the entire agreement between you and us.
22. Legal Jurisdiction
This Agreement is entered under the laws of England and Wales. The Courts of England and Wales shall have jurisdiction in case of any dispute that may arise from these “T & Cs.”

 

Management
Yourgpconsultation
Alevyn
3rd Floor, 86-90 Paul Street Paul Street,
London,
EC2A 4NE
Updated: 16 March 2021
Next update: 16 March 2022