The Services below will be available to Users of the App depending on the Service that their Organisation has subscribed to. Not all Services will be available to all Users.
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GP Clinician Telephone Consultation Service
(a) Users shall access the Services by telephoning a designated non-geographic number. The designated non-geographic number shall be agreed with the Customer in advance and shall not be altered without reasonable notice being given to the Customer.
(b) At any time of day on any day of the year an operator shall personally answer a User’s general enquiry and book an appointment for a Clinician to return the User’s call with the purpose of providing medical advice to the User.
(c) All telephone calls are recorded in the interests of all parties.
(d) Services cannot be provided to women who confirm (upon being asked) that they are or may be pregnant, even if the health concern does not directly relate to the pregnancy. In the event that the GP Service Provider considers that it can provide such services, it shall notify the Provider and the services shall be included as Services from the date of such notification.
(e) Where appropriate and with the User’s consent and in accordance with relevant Data Protection Legislation, GP Service Provider shall ensure that Clinicians notify and provide a brief report of any consultation with a User to their National Health Service GP.
(f) When calling to access the Services, the User must agree to provide all the information requested by the call handling staff. When the information is requested the User is obliged to answer fully and truthfully. Failing to do so can lead to clinical misdiagnosis and wrongful prescription of medication, and where the provision of incorrect or inadequate information leads to clinical misdiagnosis or wrongful prescription of medication, GP Service Provider shall not be liable and the Customer and any relevant User shall not be entitled to bring a claim against GP Service Provider or any of its Clinicians.
(g) Any abuse or inappropriate use of any of the Services by a User, may that be verbal or clinical, will be reviewed in accordance with GP Service Provider’s internal policies and GP Service Provider reserves the right to terminate the provision of Services to that particular User without triggering a breach of this Agreement.
(h) A User may only access the Services provided by GP Service Provider if the User is either a citizen or resident of the UK or Republic of Ireland.
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GP Clinician Video Consultation Service and Service Levels
(a) Users shall access the Clinician Video Consultation Service by telephoning a designated number or by using the Request Appointment service via the App (if available).
(b) GP Service Provider will use reasonable endeavours to enable the User to meet the Clinician online for the purpose of providing medical advice to the User via the Online Clinician Video Consultation Service.
(c) All calls to the Online Clinician Video Consultation Service within the operating hours shall be personally answered by an operator who will arrange an appointment for a Clinician to return the User’s call. The operator will require an email address from the User in order to confirm the appointment and provide the access hyperlink to the Online Clinician Video Consultation Service. Where no email address is provided, or the User gives an incorrect email address, the Clinician will be unable to fulfil the Services in respect of that User and the Parties agree that this will not class as a breach of this Agreement by GP Service Provider, the Provider or any Clinician.
(d) All Online Clinician Video Consultations are recorded in the interests of all parties.
(e) Services cannot be provided to women who confirm (upon being asked) that they are or may be pregnant, even if the health concern does not directly relate to the pregnancy. In the event that GP Service Provider considers that it can provide such services, it shall notify the Customer and the services shall be included as Services from the date of such notification.
(f) Where all available Online Clinician Webcam Service appointments have already been booked on any given day, Users will be offered the next available appointment on the following day or a telephone consultation in accordance with Schedule 2, with the option to provide photographic images to assist the Clinician in the consultation.
(g) Users calling the Online Clinician Video Consultation Service outside of the operating hours shall be offered the opportunity make a telephone appointment.
(h) Hours of Operation of the Online Clinician Video Consultation Service are stated below and are subject to revision by GP Service Provider from time to time.
(i) GP Service Provider shall provide Services a) 24 hours each day for 365 days per year (366 days in any leap year).
(ii) GP Service Provider shall provide Services b) between 8am to 10pm, 7 days a week, UK time, excluding UK bank holidays.
(i) GP Service Provider shall use all reasonable endeavours to ensure that 90% of all calls to the designated number shall be personally answered within 30 seconds.
(j) GP Service Provider shall use all reasonable endeavours to ensure that 90% of calls to the User by Clinicians will be no later than 15 minutes after the appointed time.
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Private Prescription Service
(a) During a consultation, the diagnosing Clinician acts in what they reasonably believe, based on the information provided by the User, to be in the User’s best interest and may consider that prescription medication would assist the User in treating their symptoms. If the Clinician considers this appropriate and at the sole discretion of the Clinician, they can offer private prescription medication to the Service User, subject to compliance with GP Service Provider policies and General Medical Counsel best practice guidelines on remote consultations and prescribing being followed.
(b) Services cannot be provided to women who confirm (upon being asked) that they are or may be pregnant, even if the health concern does not directly relate to the pregnancy. In the event that GP Service Provider considers that it can provide such services, it shall notify the Customer and the services shall be included as Services from the date of such notification.
(c) In the absence of possession and knowledge of the User’s medical records and follow up care, except for the contraceptive pill, the service is not suitable for issuing repeat prescriptions. If a User is not able to answer the Clinician’s questions to the reasonable satisfaction of the Clinician, then the Clinician may, in his or her sole discretion, elect not to raise a private prescription.
(d) If the User agrees to private prescription medication, the Clinician shall raise an electronic prescription directly with the dispensing pharmacy and authorise the prescription.
(e) The dispensing pharmacy is open on weekdays from 9 am to 6pm and on Saturdays from 9am to 1pm, UK time, excluding UK bank holidays*.
(f) The dispensing pharmacy shall use reasonable endeavours to contact the User within 1 hour of receiving the prescription and attempt contact no less than 3 times before the cancellation of a prescription.
(g) Delivery of the medication is limited to addresses within the UK, Ireland or the Channel Islands and the rate charged for the relevant country will be confirmed at the time of the telephone call to the User from the pharmacy.
(h) Delivery is subject to the local laws and customs of the destination. Neither GP Service Provider nor the dispensing pharmacy shall be responsible for ensuring that the User receives the medication prescribed.
(i) The dispensing pharmacy shall use reasonable endeavours to despatch prescriptions received by 3 pm UK time on the same Business Day, or the next Business Day for prescriptions received after 3 pm UK time*.
(j) The dispensing pharmacy shall use reasonable endeavours to despatch prescriptions received by 12 pm UK time on a Saturday on the same day or the next Business Day for prescriptions received after 12 pm UK time*.
(k) At the sole discretion of GP Service Provider, a nominated pharmacy in the UK or Republic of Ireland may be sent a private prescription by fax or by an electronic prescription sent by electronic means, either directly to the pharmacy or presented by the User.
(l) The electronic prescription may be used in another EU country and is also known as a “cross-border prescription”. It is the User’s responsibility to nominate and if necessary, present this electronic prescription to a pharmacy. It is at the sole discretion of the dispensing pharmacist to fulfil the prescription and GP Service Provider is not responsible for any refusal to dispense. Any costs associated with dispensing and delivering the prescription by the pharmacy will be met by the User.**
(m) * Hours of Operation are correct as of October 2021 and are subject to revision.
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Remote Counselling: One off (ad-hoc) Telephone Counselling
(a) Offers access to the Counselling Service Provider’s Client Service Centre team, who are available 24 hours a day, 365 days a year. Users access the service by calling the telephone number(s) provided by Counselling Service Provider or by any other method that Provider may provide in any future development. Unless otherwise stated, non-geographic numbers (NGN) are provided for telephone access. Following an initial welfare assessment, eligible users may be referred to a range of information/ signposting services including health, legal and money/debt, where issues in these areas are affecting their wellbeing. Where a need for further psychological support is identified, they may be referred for suitable psychological support, where provided for in this contract, or for referral on to other specialist agencies.
(b) Services: Structured Telephone Counselling (STC), Video Counselling or online Cognitive Behavioural Therapy (CBT).
(c) Following an assessment session by a fully qualified and trained counsellor, which confirms that the client and their presenting issue(s) are appropriate for short-term solution-focused Counselling, Eligible Users may be offered a number of sessions up to the limit allowed by the contract.
(d) Video Counselling or a course of online cognitive behavioural therapy, blended with telephone support, may be offered.
(e) Counselling Entitlement – The combined total number of sessions available for STC is up to 6 per annum or 1 Online CBT intervention course per year. The entitlement period is calculated from the final session of last referral.
(f) Legal information – Provision of information on a wide range of personal and work place legal matters, provided by qualified professionals.
(g) Money and debt information – Provision of information on a range of personal money and debt matters provided by qualified professionals.
(h) Health and wellbeing information – Provision of health and wellbeing information by qualified professionals.
Please Note: Counselling Service Provider reserves the right to change our service methods in line with clinical guidelines and delivery efficiency.
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Remote Counselling Service Levels
(a) EAP up to 6 Brief Therapy Sessions (delivered telephonically, online or by video counselling) or a blended course of telephone counselling and online Cognitive Behavioural Therapy per annum. Mode of delivery will be determined by Counselling Service Provider and offered following assessment, where clinically appropriate, with referral recommendation where not appropriate.
(b) 24 Hours access to telephone helpline, 365 days a year with immediate crisis intervention, trauma early intervention or brief therapy counselling support provided by qualified and experienced counsellors.
(c) Telephone access to financial information through specialist financial advisors to provide guidance on a wide variety of personal financial matters including, but not limited to, mortgages, pensions and taxation matters. (hours of availability 8.00am-8.00pm. These hours may vary from time to time).
(d) Telephone debt information through trained debt advisers to provide assistance with managing money and debt, with recommendations for options available to the caller (hours of availability 8.00am-8.00pm. These hours may vary from time to time).
(e) Telephone legal information through qualified and experienced lawyers and legal executives to provide information and guidance on all personal legal issues including matrimonial, consumer and tenancy, etc. (hours of availability 8.00am-8.00pm. These hours may vary from time to time).
(f) Telephone access to nurses to provide information and support relating to health issues. The service does not diagnose or prescribe. (hours of availability 8.30am 6.00pm Mon-Fri. These hours may vary from time to time)
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Remote Physiotherapy Services
(a) Users will have access to a Muscular Skeletal (MSK) Specialist (Specialist) led course of assessment and exercise therapy for treatment for MSK conditions.
(b) Users will be directed to an online triage via the Mobile Application. Following this digital triage a follow up assessment may be arranged with a Specialist.
(c) The User will then be led through a series of digital and online provided exercise programs, educational resources and guidance to assist in the delivery of exercise therapy.
(d) A Specialist will oversee the process and may arrange further follow up reviews with the User as required, determined by the Specialists clinical reasoning.
(e) All programs and resources accessed by the User may be revisited and re-used at anytime, with no restrictions on use.
(f) Hours of availability of a Specialist to support delivery of therapy programs is Monday – Friday 0900 – 1600. Online and digital resources will be available 24 hours per day, 365 days per year. Online content may be unavailable for short durations upgrades of Mobile application technology and this does not constitute a breach of Service under this Agreement.
(g) The Physiotherapy Service Provider is not responsible for injury to any User caused or exacerbated by the User’s misuse of resources provided directly to them, or for their misuse of resources which they access without such resource having been prescribed to them by a Specialist.
(h) All treatment and recommendation of exercise pathway is at the professional discretion of the Specialist. If, in the Specialist’s professional opinion, the case presented by the User is unsuitable for treatment through this App and methodology the Specialist may decline a course of treatment and will advise the User on alternate avenues for treatment. This will not constitute a breach of Service under this Agreement.
(i) If, in the course of treatment, the Specialist assesses that a User’s case is not improving sufficiently or presents further issues which require more in-depth specialised attention, the Specialist may cease the course of treatment and refer the User to an alternate course of treatment or advise them to seek treatment in a more mainstream fashion. This will not constitute a breach of Service under this Agreement.