Terms & Conditions
Dr Suhail Hussain can accept bookings via phone, email and online. Please note that bookings will always be manually confirmed, generally via the telephone, and following a booking request you will receive notification that it has been scheduled. Please do not attend until you have received confirmation that it is booked. By creating a booking with Dr Suhail Hussain you accept the terms and conditions below.
In order to secure each appointment, we require a 100% deposit at the time of booking. This can be paid over the phone, online or in person. If you wish to reschedule or cancel your appointment, your deposit is fully refundable if 24-hour cancellation policy applies. If you are unsure about booking your appointment and would like to put it on hold, we can reserve your slot until the end of the day (17.00).
Please note that we require payments for prescriptions or testing prior to you receiving them. Fees for scans or imaging arranged directly with the hospital will of course be payable to them. All paperwork (prescriptions, referrals etc) flowing from your consultation will also have its own associated fee, unless you are a concierge medicine client.
Please be aware that Dr Suhail Hussain has a 24-hour cancellation policy.
Any cancellations or changes to appointments require at least 24 hours’ notice, otherwise a cancellation or missed appointment fee (50%,) will be applied. Failure to attend an appointment or be unavailable when Dr Suhail Hussain arrives to see you for a visit, will result in full consultation fee being charged. If your appointment is on Monday, please make sure you let us know by Friday 17.00 if you cannot make it.
To cancel your booking, please give us a call (if you can’t get through please make sure to leave us a voicemail) or email us at [email protected].
Please note that for those enrolled in the concierge service no refund is possible after 1 month of joining, if an annual plan has been purchased. For those on the monthly plan, one calendar month’s written notice is required to cancel
For those enrolled in the concierge service you will be invited to attend for review of your health status when recommended. Each patient will receive an in depth enrolment medical and the generally be reviewed annually to optimise their well-being unless stated otherwise. Part of this includes annual well person screen. The bronze package is included as standard. Should clients wish to have one of the higher packages they can of course book these and they will be discounted 10% from the standard rate.
You are of course free to contact Dr Suhail Hussain at any time to discuss acute problems.
FAIR USAGE POLICY
Whilst every effort will be made to accommodate requests for visits or clinic appointments at times suitable to you this is subject to the request being reasonable and practicable. The offer of unlimited appointments (which applies ONLY to telephone and video consults) and guaranteed same day visit for concierge medicine clients will be reviewed for individuals who regularly make excessive demands of the service.
Six home visits are included annually in the concierge service. Extra visits will be discounted by 10% from the standard rate.
The last home/workplace visit will take place not later than 19.30 (such that Dr Suhail Hussain will arrive at the visit by 19.30 and hence the visit itself must be booked in good time to allow for travel to you). For visits that entail over 20 mile/30 min travel Dr Suhail Hussain reserves the right to charge extra for this. Patients will always be informed of any such surcharge, prior to confirming the booking.
Twenty-four access to Dr Suhail Hussain is only provided for concierge medicine clients, and it is understood that beyond a certain time (21.00) calls will not be taken. All concierge medicine clients will be given Dr Suhail Hussain’s personal mobile and are free to call it for advice, but if it is late or Dr Suhail Hussain is unable to answer, clients understand that they will receive a text message or call back no later than 09.30 the following day.
For the clarification of doubt, family (in terms of the concierge service) refers to a family of four – 2 adults and 2 children younger than 18. Couple refers to 2 people living together in a relationship such as marriage or civil partnership, not simply 2 people sharing accomodation.
Fees are reviewed on a regular basis and clients will be informed of any change in charges, which will be in line with industry standards. The next Annual Review Fees will apply from the 1st January 2022. For our appointment fees, please refer to our fees page.
PRIVATE MEDICAL INSURANCE
If you have private medical insurance, please contact your insurer before your consultation, to check the terms of your policy, particularly the level and type of outpatient cover you have, including any reimbursement limits on individual consultation fees. Please note you are responsible for any fees not covered by your insurer
ZERO TOLERANCE POLICY
Dr Suhail Hussain believes that all patients and clients are treated with respect and courtesy. The same applies for our staff, we do not take kindly to any abuse, and you will be asked to vacate the premises for rude and/or obnoxious behaviour.
If for any reason you are unhappy about any treatment/service that you have received from Dr Suhail Hussain you can raise a complaint. If you wish to do so please send us a letter to The Clinic Manager, Chelsea Pharmacy Medical Clinic, 61-63 Sloane Avenue, SW3 3DH, or email your complaint to [email protected].
Our aim is to give our patients the highest possible standard of service and we try to deal with all the complaints as quickly as possible. We shall acknowledge complaints within 2 working days and aim to have considered the complaint within 20 days of the date when it was raised. We shall offer an explanation or a meeting as appropriate. If there are any delays in the process, we will keep the complainant informed.