Terms and Conditions for Private Care

1. About these terms

These terms apply to private consultations and related professional services provided by Bidaye ENT Surgery Ltd. Read them with the Privacy Notice, appointment confirmation, Welcome Letter, any written estimate/treatment letter and the relevant hospital’s terms. Website information is general and is not a diagnosis or substitute for consultation.

2. Urgent care

The practice and private secretary do not provide an emergency service or clinical advice by email. For urgent medical concerns contact your GP or NHS 111. In an emergency call 999 or attend the nearest A&E department.

3. Booking and acceptance

You may self-refer. A booking is confirmed when the practice or booking hospital issues confirmation. Before attending, Mrs Amanda Pashley sends a secure Semble registration questionnaire and Welcome Letter. The patient must complete the questionnaire and accept the current Terms, including fees, separate provider charges, insurer shortfalls and the cancellation/DNA policy, before the consultation proceeds. The date and version accepted should be retained.

4. Appointment details

Check the date, time and location and arrive 5–10 minutes early where requested. Bring an up-to-date medication list, relevant records/results and insurance information. If you arrive late, the consultation may need to be shortened or rearranged to avoid delaying other patients.

5. Dizziness and vertigo

If you are attending because of dizziness or vertigo, arrange for someone else to drive you where possible. Assessment or treatment may temporarily worsen symptoms. Do not drive after the appointment unless you feel fully recovered and safe to do so.

6. Cancellation and non-attendance

Please give at least 24 hours’ notice to cancel or rearrange. A £75 charge normally applies where an appointment is cancelled with less than 24 hours’ notice or the patient does not attend. It is payable by the patient and may not be covered by insurance. It may be waived in exceptional circumstances such as sudden illness, hospital admission or bereavement. Email Mrs Amanda Pashley at secretary@bidayeentsurgery.com as soon as possible and, where circumstances permit, before the appointment. Requests are considered individually. Any outstanding late-cancellation/DNA charge must be paid before a further appointment is confirmed. No additional booking fee applies.

7. Cancellation by the practice or hospital

If the practice or hospital needs to cancel or rearrange an appointment, no cancellation charge applies. Another available appointment will be offered. Bidaye ENT Surgery Ltd cannot accept liability for travel, accommodation, loss of earnings or other consequential costs arising from the change, except where the law requires otherwise.

8. Professional fees

Current Bidaye ENT Surgery Ltd professional fees:

• Initial consultation: £200
• Follow-up consultation: £150
• Telephone follow-up: £100
• Flexible nasolaryngoscopy: £100
• Stroboscopy: £50
• Nasal cautery: £110
• Epley manoeuvre: £75
• Microsuction: £100
• Intratympanic steroid injection: £185

Appointment slots are 30 minutes and consultations usually last approximately 20–30 minutes. A procedure performed during a consultation is charged in addition to the consultation unless stated otherwise.

9. Separate hospital/provider charges

The fees above are Bidaye ENT Surgery Ltd professional fees. The hospital may issue a separate invoice at its prevailing rate for facilities, equipment, nursing or other hospital services. Radiology, pathology/laboratory, anaesthetic, audiology, speech and language therapy, pharmacy and other professional charges may also be separate. Rates can change and are controlled by the relevant provider. Confirm current charges directly with the applicable provider, such as Three Shires Hospital (Circle Health Group) or a Ramsay Health Care hospital. All applicable professional, hospital and other-provider invoices must be settled by the patient.

10. Procedures and estimates

A recommendation or estimate is based on the information available and may change after examination, investigations or a change in clinical circumstances. No outcome can be guaranteed. Procedures, technology, equipment and availability vary between hospitals and remain subject to clinical suitability and local arrangements.

11. Insured patients

Before each appointment/treatment, check whether the insurer requires a GP referral, pre-authorisation or claim number and whether limits/exclusions apply. Give accurate insurer, membership and authorisation details. The patient is responsible for the policy excess and for any appointment, procedure or amount the insurer does not cover or pay in full, including due to an exclusion, benefit limit, expired/incorrect authorisation or other shortfall. MedServ may invoice the patient for the outstanding amount.

12. Invoices and overdue payment

MedServ administers invoices and payments for Bidaye ENT Surgery Ltd. Payment is due by the date on the invoice. If an invoice remains unpaid when the deadline in MedServ’s Final Notice expires, a £50 debt-recovery charge will normally be added to reflect legal and administrative escalation costs. The account may then be referred for formal recovery. Contact the practice manager before the deadline at manager@bidayeentsurgery.com if the invoice appears incorrect; contact MedServ promptly about payment arrangements.

13. Private prescriptions

Where clinically appropriate, Mr Bidaye may issue an electronic private prescription through SignatureRx. The prescription token is sent directly to the patient’s registered email address and may be presented at a participating UK pharmacy. Bidaye ENT Surgery Ltd does not charge an additional prescription-issuing fee. The patient pays the dispensing pharmacy directly for the medication and any dispensing charge; prices may vary between pharmacies.

14. Records and Heidi

Semble manages registration, appointments, correspondence and formal clinical records. Mr Bidaye may use Heidi Health to process consultation audio and create a transcript to assist with notes and correspondence. The audio is not retained. Use requires the patient’s specific acknowledgement and brief confirmation at the consultation; declining does not affect care. See the Privacy Notice.

15. Letters and care sharing

We normally send a consultation letter to the GP, including for self-referred patients, and make a copy available to the patient through Semble. A request not to contact the GP will be respected, subject to legal, safeguarding or serious-risk exceptions. Relevant information may also be shared with hospitals, treating professionals and insurers as described in the Privacy Notice.

16. Optional feedback

Mrs Amanda Pashley may send a Doctify link through Semble. Where the patient has specifically agreed, the mobile number may be shared with Doctify for an SMS invitation. Participation is voluntary and does not affect care. See the Privacy Notice.

17. Patient responsibilities

Provide complete and accurate information; update contact, medication, health and insurance details; ask when anything is unclear; follow agreed safety advice; settle all applicable professional, hospital and other-provider charges; and treat staff and other patients respectfully. Tell us promptly about deterioration, adverse effects or a decision not to follow the proposed plan.

18. Complaints

For a concern about Mr Bidaye’s consultation/professional care or an invoice issued through MedServ, email the practice manager at manager@bidayeentsurgery.com. The practice manager will acknowledge it within two business days and provide an initial response or explain next steps. If detailed investigation is needed, the expected timeframe will be provided and updates given. Hospital-facility, hospital-staff, hospital-service or hospital-invoice complaints should go to the relevant hospital. Raising a complaint will not adversely affect care.

19. Liability and consumer rights

Nothing in these terms excludes or limits liability where unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Mandatory consumer rights are unaffected.

20. Governing law

These terms are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, subject to any mandatory right to bring proceedings elsewhere.

21. Contact and company details

Bidaye ENT Surgery Ltd, company number 15064933. Registered office: 6th Floor, 2 London Wall Place, London, England, EC2Y 5AU.

Private secretary: Mrs Amanda Pashley, secretary@bidayeentsurgery.com, 07407 605 900.

Practice manager and privacy/complaints contact: manager@bidayeentsurgery.com.