Patient Terms and Conditions

Introduction

Welcome to VISIO Health. By receiving services from us, you agree to abide by the following terms and conditions. These terms govern your relationship with VISIO Health and outline the expectations for both the patient and the clinic.

Appointments and Consultations

Appointments are required for all consultations, treatments, and procedures.
Patients are encouraged to arrive on time for their scheduled appointments. If you are late, we will do our best to accommodate you, but delays may occur, and we may need to reschedule if significant time has been lost.
Follow-up appointments are recommended based on the treatment or procedure, and it is the patient’s responsibility to attend or reschedule.

Patient Responsibility

It is the patient’s responsibility to provide accurate, up-to-date health information during consultations, including medical history, medications, allergies, and other pertinent information.
Any changes in your health status or medical conditions should be communicated to your consultant before any treatment.
Patients should follow the recommended post-treatment or aftercare guidelines provided by VISIO Health. Failure to follow these guidelines may affect the results of the treatment or procedure.

Cancellation Policy

Cancellation Notice: Cancellations must be made at least 48 hours before your appointment. This allows us to offer the appointment slot to another patient.
Late Cancellations: If you cancel less than 48 hours before your appointment, a cancellation fee of 50% of the consultation/treatment cost will apply.
Missed Appointments: If you miss an appointment without prior notice, you will be charged the full cost of the missed consultation or treatment.
Rescheduling: Appointments can be rescheduled without penalty if done at least 48 hours in advance. Repeated rescheduling may result in future appointment limitations.

Payments and Fees

All consultation fees and treatment costs must be settled on the day of your appointment unless other arrangements have been made.
VISIO Health offers payment plans for certain treatments. Payment plans must be arranged and agreed upon before the treatment date.
Prices for treatments and procedures may change, but any price adjustments will be communicated to you in advance.
All payments can be made by cash, credit card, debit card, or approved payment plans.

Refunds

Refunds are not typically offered for consultations or treatments that have already been provided.
In the event that a procedure is cancelled by VISIO Health (e.g., due to unforeseen medical reasons), a refund may be issued, or an alternative date will be offered.

Confidentiality and Data Protection

VISIO Health is committed to maintaining patient confidentiality in accordance with the General Data Protection Regulation (GDPR).
All personal and medical information will be stored securely and only used for the purposes of providing care.
We will not share your data with third parties unless required by law or with your explicit consent.
VISIO Health is required to conduct audits of health records, including medical information, for quality assurance purposes. Your personal and medical information will be treated in accordance with guidance issued by the CQC (England), Health Inspectorate Wales and Healthcare Improvement Scotland and the relevant data protection legislation.
As part of a UK-wide programme to improve the public’s access to information on the quality and outcome of private healthcare, we share some of your personal data (NHS Number in England and Wales, CHI Number in Scotland or Health and Care Number in Northern Ireland) with The Private Healthcare Information Network (PHIN). PHIN then sends this Number to the relevant national information authority (for example NHS Digital in England) which links it to national hospital data and mortality data. The linked information, with your personal data removed, is then provided to PHIN to measure quality of care, check for adverse events after discharge from this hospital, such as unplanned readmissions to hospital, emergency transfers between hospitals, or deaths following treatment. Additionally, the records we send to PHIN will include your postcode to enable statistical processing. Personal information is treated with high standards of confidentiality in accordance with data protection laws and the duty of confidentiality. Any information that is published will always be in anonymised statistical form and will not identify you. This information will not be shared or analysed for any purpose other than those stated above. Further detail is contained in PHIN’s Privacy Notice, a copy of which should have been made available to you with this form. Alternatively, a copy is available on PHIN’s website (phin.org.uk). Your consent for your personal information to be processed in this way is entirely voluntary. You do not have to give consent and are free to withdraw consent at any time without giving any reason, and without your medical care or legal rights being affected.

Patient Conduct

Patients are expected to treat VISIO Health staff with respect and courtesy at all times.
Abusive or aggressive behaviour towards staff will not be tolerated and may result in termination of care or services.
We reserve the right to refuse or withdraw treatment if a patient’s behaviour is deemed inappropriate or disruptive.

Medical Treatment and Consent

Prior to undergoing any procedure or treatment, you will be provided with detailed information about the risks, benefits, and alternative treatments.
Informed consent must be obtained for all treatments. Patients have the right to ask questions and are encouraged to fully understand the procedure before proceeding.
If a treatment plan is changed or adjusted, you will be informed and asked to sign a new consent form.

Complaints

We take all complaints seriously. If you have any concerns about your care or service at VISIO Health, please contact the clinic manager. We aim to resolve any issues promptly and fairly.

Liability

VISIO Health will not be liable for any injury, loss, or damage incurred as a result of treatments if the patient fails to follow medical advice or does not disclose relevant medical information.
In the event of unforeseen complications, the patient may be referred to another healthcare provider or specialist.

Photographs, Social Media & Marketing

You consent to your photographs being taken for use in social media posts, testimonials and marketing campaigns. If you do not wish to give consent, please let us know via email: [email protected]

PRIVACY POLICY

Introduction

At VISIO Health, your privacy is important to us. This Privacy Policy explains how we collect, use, and protect your personal information when you engage with our services. We are committed to safeguarding the privacy of our patients and ensuring that your data is protected in line with the General Data Protection Regulation (GDPR).

What Information We Collect

We may collect the following types of information from you:

Personal identification information (name, date of birth, address, phone number, email)
Medical history, diagnoses, and treatment information
Payment and billing details
Communications with us (emails, phone calls, or other correspondence)
Any additional information necessary to provide you with our services

How We Use Your Information

The information we collect is used to:

Provide, manage, and improve our healthcare services
Communicate with you about appointments, treatments, and follow-up care
Ensure compliance with medical regulations and legal obligations
Process payments for services rendered
Improve your experience with us by personalizing your care

We will never sell, lease, or share your personal information with third parties for marketing purposes.

Legal Basis for Processing

We process your data on the following legal bases:

Consent: Where you have provided explicit consent for us to process your data.
Contract: Where data processing is necessary to perform a contract with you.
Legal Obligation: To comply with a legal or regulatory obligation.
Legitimate Interest: For purposes such as enhancing patient care, managing our business, and ensuring safety.

Data Sharing

We may share your information with:

Healthcare professionals involved in your care
Third-party service providers (e.g., payment processors) acting on our behalf
Legal or regulatory bodies, where required by law

Any third-party that processes your data on our behalf is required to ensure the security of your information.

Data Retention

We will retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Medical records are retained in accordance with statutory retention periods.

Your Rights

Under the GDPR, you have certain rights regarding your personal information:

Right to Access: You can request a copy of the information we hold about you.
Right to Rectification: You can ask us to correct any inaccurate or incomplete information.
Right to Erasure: You have the right to request the deletion of your personal data under certain conditions.
Right to Restrict Processing: You can request that we limit the processing of your personal data.
Right to Data Portability: You can request that we transfer your personal data to another organization or directly to you.
Right to Object: You have the right to object to the processing of your personal data where we are relying on a legitimate interest.

If you would like to exercise any of these rights, please contact us at:

[email protected]
0800 032 2020

Data Security

We have implemented appropriate technical and organizational measures to protect your personal data from unauthorized access, alteration, disclosure, or destruction. However, no method of data transmission or storage is completely secure, and we cannot guarantee the absolute security of your information.

Complaints

If you believe that your data protection rights have been violated, you can file a complaint with us directly. Alternatively, you have the right to file a complaint with the Information Commissioner’s Office (ICO):
Information Commissioner’s Office
Wycliffe House, Water Lane,
Wilmslow, Cheshire,
SK9 5AF
Helpline Number: 0303 123 1113
ICO website: www.ico.org.uk

Updates to This Privacy Policy We may update this Privacy Policy from time to time. Any changes will be posted on our website, and where appropriate, notified to you by email or other means.
Contact Us If you have any questions or concerns about our Privacy Policy or how your data is handled, please contact us at:

VISIO Health
Unit 3-4, The Courtyard
Riverside West
Wooburn Green
Buckinghamshire
HP10 0DG
Phone: 0800 032 2020
Email: [email protected]

This Privacy Policy ensures compliance with GDPR and provides transparency about how VISIO Health collects, uses, and protects your personal information. End of privacy policy.

By attending your appointment at VISIO Health, you acknowledge that you have read, understood, and agreed to these terms and conditions.

VISIO Health – ‘Your Health is Our Vision’

DECLARATION

I understand that I am responsible for the payment of my care.

I confirm that:

I have read, understood and agree to these Terms & Conditions and the Treatment Letter (if applicable);
I understand that VISIO Health will ask for my credit or debit card details if I have not already provided them, and I authorise VISIO Health to debit my card in accordance with the Terms;
I have read and understood the Data Protection Notice contained in these Terms and I consent to the use of my personal data as indicated therein.

ALL PATIENTS PLEASE SIGN.