Terms & Conditions

Please familiarise yourself with our terms & conditions below. Continuing with a booking is indicative of acceptance of these terms, conditions & practice policies.

Booking & Cancellation Policy

At Duality Health, we are dedicated to delivering the highest quality and the most efficient services to our patients. If an appointment is missed or cancelled with less than 24 hours’ notice, we are not able to offer this appointment to other clients.

A fee of the full appointment charge will be applied for all no-shows.

This charge is regrettable, but we are a busy clinic and there has been an increase in patients who do not let us know, or who do not attend.

This then blocks the slot that may have been used for other patients requesting appointments for urgent medical care.

Cancellation Policy

Cancellations of appointments will be subject to an administration fee of £25. Cancellations will be accepted, in writing, if received by Duality Health with more than 24 hours notice of the agreed appointment. Cancellations requested less than 24 hours prior to the agreed appointment will not be accepted and subject to the full cost of the agreed appointment. Non-attendance will also be liable to the full cost of the agreed appointment. The person undertaking the booking is responsible for any levies, charges or debts in this regard. Cancellation requests can be sent via email to: mail@dualityhealth.co.uk. Cancellations should include your name, DoB, the date and time of the appointment. Any deviation from this policy is at the discretion of the Practice Manager.

Re-Scheduling Policy

Re-booking of appointments for an alternative time/date will be subject to an administration fee of £25. Re-scheduling will be accepted if the request is received by Duality Health with more than 24 hours notice of the agreed appointment & subject to availability. No re-booking requests will be accepted less than 24 hours prior to the planned appointment and will be subject to the cancellation policy. The person undertaking the booking is responsible for any levies, charges or debts in this regard. Re-scheduling requests can be sent via email to mail@dualityhealth.co.uk. Requests should include your name, DoB, the date and time of the appointment. Please include a preferred date and time (this cannot be guaranteed). Any deviation from this policy is at the discretion of the Practice Manager.

Refunds

Refunds for eligible pre-payments or deposits will only be made to the card originally used to make the original booking.  Once we have processed your refund please allow up to 10 working days for the refund to appear on your statement as the time taken by your bank to credit the refund on your statement is outside of our control.

We cannot refund any medications, vaccinations, tests or treatments once they have been administered or dispensed.

DNA – Non-attendance of Appointments

Duality Health reserves the right to decline further appointments to those patients who do not attend appointments and do not adhere to the Terms & Conditions & cancellation & re-scheduling policy above.

 

Duality Health reserves the right to decline an appointment to any patient who have deviated from our Violent & Abusive Patient Policy.

Violence & Abusive Patients Policy

The practice will not tolerate violent or abusive behaviour .

Anyone verbally abusing either a member of staff or the public, or using inappropriate language, will be asked to leave the premises. The P.S.N.I. may be informed.

Anyone who is violent or causes damage will be removed immediately and barred from our services.

Patients will also be removed from the list and declined appointments in the following circumstances:

  • Violence and aggression towards staff or members of the public.
  • Damage to practice property or equipment.
  • Patients who the doctors are unable to manage clinically e.g. breach of contract with doctor regarding use of prescribed medicine
  • Break down in patient communication with Duality Health Ltd, its directors, employees or contracted staff
  • Slanderous or libellous communications regarding Duality Health Ltd, its directors, employees and contacted staff
  • Non-adherence to the Booking & Cancellation Policy

Patients who are disruptive and display aggressive and/or intimidating behaviour and refuse to leave the premises, staff are instructed to dial 999 for Police assistance, charges may then be brought against these individuals.

Considerations before booking

Please read the following before booking

I have symptoms of discharge or pain when I pee – can I get a rapid test?

No – get a lab test

 

Its between 10 and 13 days since my contact of concern. What tests can I have?

Lab:

  1. Early Detection 1
  2. Early Detection 2

Its between 14 and 20 days since my contact of concern. What tests can I have?

Lab:

  1. Early Detection 1
  2. Early Detection 2

Rapid Tests:

  1. Rapid 1
  2. Rapid Woman

Its between 21 and 27 days since my contact of concern. What tests can I have?

Lab:

  1. Early Detection 1
  2. Early Detection 2
  3. QUAD
  4. Profile Plus
  5. MSM1
  6. MSM2

Rapid Tests:

  1. Rapid 1
  2. Rapid Woman

Its over 28 days since my contact of concern. What tests can I have?

Lab:

  1. Early Detection 1
  2. Early Detection 2
  3. QUAD
  4. Profile Plus
  5. MSM1
  6. MSM2

Rapid Tests:

  1. Rapid 1
  2. Rapid 2
  3. Rapid 3
  4. Rapid Woman
  5. Rapid Bloods
  6. Rapid 6
  7. Rapid Complete