One Healthcare Patient Terms and Conditions
Updated September 2021
Please read these Terms carefully. They set out the basis upon which you will be provided with treatment at a One Healthcare Hospital.
One Healthcare may update these Terms from time to time, however changes to these Terms will only apply to any new episode of Care or Treatment Package that you receive, and you will be asked to agree to any new Terms before they become effective for you. Note that any new Terms will not apply to a Treatment Package which is partway through when the Terms are changed.
Note that words in bold have specific meanings, which are set out in the Definitions section of these Terms.
Please ask us if there is something that you would like explained further before you sign the Registration Form.
Part A – Insured Patients
This section will apply if you are covered by private medical insurance.
You are responsible for ensuring your Care is funded by your insurer.
Whilst you will remain responsible for the payment of your Care where you have private medical insurance:
- We will, where possible, process the insurance claim for your care with your insurer, provided you have given us and your insurer all the information we and your insurer need to do so. If this information is incomplete or inaccurate, we may not be able to process your claim and you will need to pay for your Care, as set out in (c) below:
- Where we process your insurance claim and your insurer pays us direct, the rate agreed between One Healthcare and your insurer will apply to your Care;
- If your insurer fails to settle our invoices (or any part of them) within 30 days of the date of issue we will assume that the outstanding amount will not be paid by your insurer and we may invoice you direct or debit the relevant balance from your credit or debit cards in accordance with the process set out in paragraph 25 below (as relevant);
- If we invoice you for your Care or an element of it, you agree to pay us the amount invoiced within the time limits set out therein. If you do not think that we have invoiced you correctly, please let us know as soon as possible so we can deal with any mistake or misunderstanding;
- It is your responsibility to confirm with your insurer in advance that your Care is covered by your insurance policy and One Healthcare will not obtain any such confirmation on your behalf. While you are in Hospital, if you want to check with your insurer whether any aspect of your Care is covered by your insurance policy, we will give you access to a telephone so you can contact your insurer;
- Please note that some insurers use ‘Care Guidelines’ that may not match the professional medical opinion of the Consultants, nursing staff and other medical professionals providing your care. In some cases, this can mean that your insurer may not pay for certain parts of the Care you receive, and you will be required to pay for that part of your Care. In particular, you should note that treatment for complications may in some cases not be covered by insurance and in such cases, you agree to cover the cost of your Care as set out in paragraph 2(c) above;
- Please note that your insurance policy may not cover the cost of Sundry Items or other items such as specialist equipment, like crutches or wrist braces, or it may only cover part of such costs. You will be required to pay for any such items not reimbursed by your insurers. Please check with your insurer as to what is covered and excluded;
- If you pay for your treatment and subsequently seek reimbursement from your insurer, and if no other rate has been expressly prevailing self-funding fees will apply, which can be provided on request;
- If no rate has been agreed between One Healthcare and your insurer in respect of your care, the prevailing self-funding fees will apply to your Care.
Part B – Self-Pay: Fixed Price
This section will apply if you are paying for your own Care on a Fixed Price package basis.
We will confirm your Treatment Package and Fixed Price in writing and what is included (including whether your Consultant will collect his portion of the fixed price from you directly). Please ensure you read correspondence sent to you carefully. As set out in Part F (Other Terms and Conditions: All Patients), your Treatment Letter is part of your contract with One Healthcare.
What is included in the Fixed Price?
Your Treatment Letter will confirm the Fixed Price for your Care that you are to receive under your Treatment Package. Unless your Treatment Letter says otherwise, your Fixed Price in relation to your Treatment Package includes:
- All Consultants’ fees while you are in Hospital;
- Your accommodation in the Hospital including your meals for if required (on the advice of your Consultant);
- Your nursing Care, including while you are in Hospital and post-discharge (for example, for the removal of stitches, application/ removal of plaster case and/or changing of dressings);
- Operating theatre charges;
- All tests to determine your fitness for surgery immediately pre- admission;
- All tests, treatments, drugs and dressings you may need during your stay in Hospital;
- Your essential medical or surgical equipment;
- All prosthesis typically used for the procedure that you are having, selected from a standard range;
- X-rays, scans and physiotherapy that you require during your stay in Hospital;
- All take home drugs that you require on the advice of, or as prescribed by, your Consultant for up to 14 days following discharge (other than in relation to DVT prophylaxis where, if required, you will receive a full course of treatment);
- All clinically necessary follow-up physiotherapy which your Consultant prescribes to support your rehabilitation, up to a maximum of six sessions;
- Any basic home aids, such as wrist braces, crutches, sticks and reachers that you require;
- One clinically necessary follow-up appointment with your Consultant;
- All clinically necessary post- discharge radiology and pathology; and
- Treatment for any clinical complications, subject to terms (please refer to What happens if I suffer complications?)
What is not included in the Fixed Price?
The following items are not included in your Fixed Price. If you have not paid for these already, you will be asked to pay for these separately (unless otherwise stated in your Treatment Letter). The items not included in your Fixed Price are:
- Your initial consultation and any tests carried out at the time of that consultation;
- Care not listed in paragraph 9 above or Care listed in your Treatment Letter as being excluded from your Treatment Package;
- Sundry Items;
- Care that you receive anywhere other than at the Hospital where you have booked your Treatment Package;
- Care you receive that is not related to your Treatment Package, including treatment of complications and any condition associated to any excluded Care;
- Large home aids, such as commodes or stair lifts.
What happens if I decide not to go ahead?
If you decide not to go ahead with your Treatment Package, you will need to pay for the Care that you have received up until the point of cancellation including pre-assessment and blood tests. This will be charged at the prevailing self-funding fees but you will not have to pay more than the quoted Fixed Price in relation to items, which are included in the Fixed Price. We reserve the right to charge a cancellation fee in accordance with paragraph 24 below if you cancel your treatment within seven days of a scheduled appointment or admission date.
If you have already paid for your Treatment Package, we will refund your payment, less any amount that you owe to the Hospital and/or the Consultant (as relevant, see Paragraph 23 below). Please note that we will pay any refund (by cheque or electronic transfer) only to the cardholder or person who made the original payment. We do not pay cash refunds.
Note that if your Consultant cancels your Treatment Package because they consider it is not in your best interests for medical reasons, and you have already paid for your Treatment Package, we will refund your payment, excluding initial consultation fee and any pre-assessment tests that have been undertaken. Note that you will not be required to pay for any Care included in your Treatment Package that you have received up until the point of such cancellation.
What happens if my treatment varies from originally expected?
Your Treatment Package is based on a set of expectations and once agreed is fixed.
- If your stay in Hospital is shorter than anticipated, you will not be entitled to receive a refund of any portion of your Fixed Price;
- If your stay in Hospital is longer than anticipated we will not charge for additional nights;
- If the expected requirement for imaging, physiotherapy, consumables or equipment is less than expected; you will not be entitled to receive a refund of any portion of your Fixed Price;
- If the expected requirement for imaging, physiotherapy, consumables or equipment is greater than expected whilst an inpatient we will not charge for the additional costs;
What happens if I suffer complications?
While the Hospital and your Consultants will do their best to ensure a satisfactory outcome, no clinical procedure is entirely risk-free and the results of any particular treatment cannot be guaranteed with complete certainty. Risks and possible complications will be discussed with you by your Consultant during initial consultations.
Your Fixed Price includes the cost of treating, at a Hospital, any clinical complications identified by your Consultant as a result of the treatment you received as part of your Treatment Package, provided that you have followed the advice of your Consultant and any other medical professionals involved in your Care. Treatment for clinical complications includes any consultations, outpatient, day-care and in-patient treatment, which your Consultant recommends you need and which the Hospital is able to provide. If the Hospital is unable to re-admit you to the same Hospital, we will make the most appropriate alternative arrangements at another Hospital at no additional cost to you. Where we are unable to treat your clinical complications you agree that appropriate transfer of care and/or follow up may be provided by an NHS hospital that has a higher level of care, or, where appropriate by your own GP.
One Healthcare shall not be required to provide replacement prosthesis required for reasons of normal wear and tear or any non-medical, at home, domiciliary or other long-term care that may be required.
What happens if I decide to stay in Hospital longer?
If, with the agreement of the Hospital, you decide to stay in Hospital beyond the date your Consultant considers it is appropriate for you to be discharged, or if you require further Care that is not covered by your Treatment Package, you will be charged at the prevailing self-funding fees.
Part C – Self-Pay: Other
This section will apply if you are paying for your own Care other than as part of a Treatment Package.
If your Care is not paid for by an insurer directly, is not covered by a Fixed Price Treatment Package or is to be paid by you in accordance with these Terms, you will be charged prevailing self-funding fees and your Treatment Letter (if relevant and in so far as possible) will confirm this. As noted in paragraph 22 below, unless otherwise indicated, your Consultant will invoice you separately for the treatment he or she provides.
The Hospital will give you an estimate of costs for your Care. Please note that it is not always possible to give an exact estimate for the Care you receive at the Hospital and the total cost may depend on a number of factors, including any other conditions you may have. The Hospital will always try to provide an accurate estimate and if the cost of your Care is likely to exceed this estimate, the Hospital will try to notify you as soon as possible. You are responsible for the payment of all Care you receive at the Hospital, including any Sundry Items.
If you are an outpatient, you will need to pay for your Care prior to or on the day you attend the Hospital. If you are admitted to Hospital, you will need to pay the full amount (which may be the estimated costs of your Care) at least seven days prior to your admission. Any additional amounts in line with the above terms can be settled after your discharge. Your Treatment Letter will set out the costs in relation to your Care. If your Consultants’ fees are not included in your invoice, you will need to settle these directly with your Consultant.
If you are a patient under-going cosmetic surgery, please note that any revision surgery may be liable for an additional charge under the following circumstances;
- If the revision is over 12 months from the initial surgery;
- If the revision is not due to a clinical reason or complication;
- If the revision surgery is deemed not necessary by your Consultant.
Part D – NHS Patients
This section will apply to you if you are an NHS Patient and One Healthcare is treating you on behalf of the NHS.
If you are an NHS patient, the costs of your Care and all Consultants’ fees are paid by the NHS. However, the NHS does not pay for Sundry Items. We will ask you for your credit or debit card details when you come into the Hospital and you understand that we will keep these details until all Sundry Items have been paid in full. If you have not paid before you leave the Hospital, you agree that we can debit the outstanding balance from your card upon seven days of notice to you, in accordance with paragraph 25 below.
Part E – Other Terms and Conditions: Private Patients
This section applies to all Private Patients.
While at the Hospital, you will be under the Care of the Consultant you have been referred to, who may also involve other Consultants in your Care, if appropriate. One Healthcare staff, including nurses, will provide your Care under your Consultant’s instructions.
Consultants involved in your Care are independent practitioners and are not employees of One Healthcare. Accordingly, One Healthcare will not be liable for any act or omission of a Consultant (or the company or partnership that employs or engages the Consultants). The Consultant will be responsible for the Care he/she gives you.
Except where One Healthcare expressly agrees to collect the Consultant’s fees as agent on behalf of the Consultant, any Consultant’s fees relating to your Care will be charged separately to you. Your Treatment Letter will make this clear but if you are unsure, please ask your Hospital.
We reserve the right to charge a cancellation fee if you cancel any appointment with One Healthcare within seven days of your scheduled appointment or admission date. A cancellation fee may be based on any Care that you have received up to the point of cancellation and/or any other reasonable costs that the Hospital has incurred. Your Treatment Letter will set out any specific cancellation fee that applies to your Treatment Package or Care.
You are responsible for settling the cost of your Care 7 working days before you are admitted to the Hospital. We will ask you for your credit or debit card details when you come into the Hospital or when you make your appointment. You understand that we will keep these details until the costs for your Care, including Sundry Items have been paid in full either by your insurer or yourself. If you have not paid before you leave the Hospital, you agree that we can debit the outstanding balance from your card 5 working days from the date of our invoice. However, if you make a BACS payment and we deduct a card payment we will refund via the Credit/Debit Card.
The Hospital reserves the right to refuse admission to a patient who has not paid in full.
Part F – Overseas Patients
This section applies to all Patients who are not ordinarily resident in the UK.
If you are not ordinarily resident in the UK you will be liable to pay charges if you require NHS treatment whilst in the UK, whether related to your Care at One Healthcare (for example if you require treatment that One Healthcare does not agree to provide) or not.
By signing a Registration Form and agreeing to these Terms you confirm that, you have leave to enter the UK and that you meet all relevant immigration criteria. You also confirm that you have made adequate arrangements to pay for your Care. One Healthcare may contact the Home Office or UK Border Agency (as relevant) to the extent necessary to clarify any information regarding your leave to enter or remain in the UK in connection with your Care.
Part G – Other Terms and Conditions: All Patients
This section applies to all Patients.
One Healthcare hospitals have an admission criteria that you must reach to allow the hospital to safely treat you. If you fall outside this criteria the Hospital have the right to refuse treatment on the grounds of patient safety and good governance principles. Please discuss this with your Consultants or a member of the hospital team.
Your Contract with One Healthcare
By signing the Registration Form, you agree to be bound by these Terms. If there is any conflict between these Terms and the Treatment Letter or Registration Form, these Terms will take precedence. If there is any inconsistency between the Contract and any marketing material, the Contract will take precedence. One Healthcare may update these Terms from time to time, however any changes will only apply to any new episode of Care or new Treatment Package that you receive and you will be asked to agree to any new Terms before they become effective for you.
Note that any new Terms will not apply to any Treatment Package, which is partway through when the Terms are changed.
Notices and your contact details
It is important that you keep us updated of any changes in your contact details.
Hospitals can be busy environments. While we will take all Care to ensure the safety of your belongings, One Healthcare does not accept any responsibility for the theft or loss of, or damage to, any of your or your visitors’ property.
Where a person signs a Registration Form as a parent or guardian on behalf of a child under the age of 18 who is under their Care, they agree that they will be bound by these Terms, even if that child breaches, or is not bound by, any part of these Terms. In these circumstances, the references in these Terms to “you” and “your” shall include, as well as the child, the parent or guardian of such child in so far as such references relate to any obligation to pay for any Care provided by One Healthcare to that child.
Changes in Applicable Law
You acknowledge and accept that Applicable Law may change and prevent One Healthcare from providing certain Care. If One Healthcare becomes aware that such a change has occurred and the change has an effect on your Care, One Healthcare will contact you to inform you of this and its consequences.
One Healthcare may transfer and assign your Contract to any person who acquires all or substantially all of the assets of One Healthcare or to any other member of the One Healthcare Group.
Third Party Rights
Except for you or One Healthcare, no person will have any rights under or about these Terms.
Law and the Courts
These Terms are governed by and shall be construed in accordance with English law and the courts of England and Wales shall have non-exclusive jurisdiction.
You may incur further charges as a result of any outstanding balances being outsourced due to non-payment.
• “Admission Criteria” means the measures the hospital applies to ensure that the hospital is suitable place to treat you in regards to your medical history and is based on clinical criteria, details of which can be provided;
• “Applicable Law” means any and all laws, regulations, guidelines and professional obligations applicable to the provision of Care or the performance of services for you, including the requirements about treatment, procurement, research and storage of reproductive material;
• “Care” means care, treatment, diagnosis, services (including Sundry Items) and goods provided by us; “Consultants” means all consultants, surgeons and Anaesthetists involved in your Care; “Contract” means these Terms, along with the Registration Form and, if applicable, your Treatment Letter;
• “Fixed Price” means how much you will pay for your Treatment Package, as set out in your Treatment Letter;
• “Hospital” means a One Healthcare hospital or clinic;
• “Private Patients” means all patients that are not NHS patients and includes patients who are covered by medical insurance and patients who are paying for their own treatment, whether by way of a Treatment Package or otherwise;
• “One Healthcare”, “we” or “us” means (a) One Healthcare Limited where the Hospital in which you receive your Care is operated by One Healthcare Limited;
• “Registration Form” means the form all patients are asked to sign when attending an appointment or upon admission;
• “Sundry Items” means personal items incidental to your Care, including meals for your visitors, newspapers and phone calls;
• “Terms” means these terms and conditions;
• “Treatment Letter” means the letter that we send to you (if applicable) regarding your Treatment Package or Care; and
• “Treatment Package” means the treatment or procedures that will be carried out at the Hospital as set out in your Treatment Letter and for which you have agreed to pay a Fixed Price.