Customer terms and conditions - Health Hero GP Appointments

 

We’ve provided a simple summary below. For detailed legal information, please read the full text.

This service is not suitable for emergency care or situations – if you are seriously unwell, please contact 999 or attend your local Accident and Emergency department.

Medicspot works with an online healthcare provider to offer video based GP appointments to patients either travelling in the UK or usually resident in the UK. The service can provide a range of prescription, referral and advice services, with some limitations which are displayed on our home page and to you before you complete your booking. Please ensure you check your details when booking, and add dependents to your account and make an appointment for them if required. Your GP may take up to 15 minutes to join your call, please remain on the link and ensure any phone calls are answered in this time. We cannot provide controlled medication or medication that requires ongoing review, and can not support with repeat prescriptions or medical conditions already receiving treatment. You are booking time with a GP to discuss medical concerns, not a specific outcome, and all appointment outcomes such as receiving medication or being referred to alternative care is at the doctor’s discretion. Refunds will not be available should a specific outcome not occur. Bookings can be cancelled or amended up until 4 hours before your appointment, after which they cannot be cancelled and no refund will be given.

To book a GP appointment with our online healthcare provider partner (the “Healthcare Provider) trading as Health Hero, HealthHero Solutions Ltd, registered in England, Company No. 03766413, you must first register. By registering with Medicspot and with the Healthcare Provider, you confirm that your personal data is true, current, and complete. You agree not to register more than once, to only register an account in your name, and to only add dependents that are legally dependent on you. You agree to maintain your personal details, and to update them on your account dashboard should they change. You agree to follow the instructions for any prescription medication issued on the service, and to tell your regular healthcare provider about any prescriptions given. 

The Healthcare Provider will confirm your identity at the start of the call matches the details given at the time of booking. If these details do not match, you will not be able to proceed with the appointment, and no refund will be given. Please ensure you check the details given when making your appointment. If you are booking for a dependent, please ensure you have added and then selected the correct person when making your booking.

The clinicians the Healthcare Provider works with are registered in the UK with the General Medical Council, and are qualified to give medical advice and prescribe treatments where appropriate. HealthHero Solutions Ltd is regulated in England by the Care Quality Commission. See https://www.cqc.org.uk/provider/1-1837286653. To view our latest inspection summary, please see https://www.cqc.org.uk/location/1-4323884342. 

All prescriptions offered via the service will be issued via the Healthcare Provider’s preferred e-prescription service, which can then be taken to any UK pharmacy for purchase and dispensing, or arranged for home delivery. Information on prescriptions are available from the Healthcare Provider at gppatient@healthhero.com.

When you complete your booking, you will receive confirmation details sent to your registered email address, and an email with joining instructions will be sent approximately ten mins prior to the start of your appointment. This information will also be available on your dashboard, which can be accessed at https://www.medicspot.co.uk/dashboard . 

Should you wish to amend your booking time or cancel your appointment, you will need to do this via your dashboard, which can be accessed at https://www.medicspot.co.uk/dashboard . Appointments can only be amended or cancelled up to 4 hours before your booked appointment time, at which point we have committed to the Healthcare Provider to attend your booking, and can no longer be changed or refunded. If you are within this window, the options to reschedule or cancel will not be available for the booking in your dashboard. All refunds will be processed automatically to the original payment method used, and notification sent to the email address used at the checkout stage of your booking. 

When you join the consultation link, your browser will request access to your microphone and speakers, please ensure you approve this. We do not operate a strict appointment length, which may mean that occasionally a GP may take up to 15 minutes to join your call. Please ensure you remain on the link during this time. Your GP may also contact you via phone in the case of technical difficulties, so please ensure all phone calls are answered during this time.

After your consultation has completed, the GP will proceed to issue any prescriptions or documentation agreed with you. These will be issued to your registered email address, and in the case of prescriptions, your prescription token can also be sent as a text message to your registered mobile number if requested. Prescriptions can take up to 2 hours to be issued, and documents up to 4 hours. Should you have not received these after these timeframes, please contact the Healthcare Provider at gppatient@healthhero.com or 03000240015 to resolve. A copy of your consultation notes can also be requested by emailing gppatient@healthhero.com.

Please ensure that no one else has access to any medicines the Healthcare Provider provides to you and that any medicines prescribed are not used beyond their expiry date. Also, please tell the Healthcare Provider if you experience any side effects.

Should you have any concerns or complaints about the service, including delayed or failed consultations, dissatisfaction with appointment outcome, or delays to documents or prescriptions, please contact the Healthcare Provider at gppatient@healthhero.com who can resolve for you. Should your concern be of a clinical nature, please raise your concerns with the Healthcare Provider at complaints.epc@healthhero.com who can then review this for you.

By registering on the Healthcare Provider’s site, you acknowledge that the Healthcare Provider may keep your electronic patient records, including personal information, communications, and treatments, for at least 10 years after your last consultation. Refer to the Healthcare Provider’s Privacy Policy for further information.

Medicspot or the Healthcare Provider are not responsible for delays outside their control. If there is a delay in the supply of medicine due to external factors, the Healthcare Provider will contact you and try to minimise the delay, but the Healthcare Provider or Medicspot are not liable for such delays.

We only supply the Services for domestic and private use. If you use the Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.