Terms & conditions

Overview

These conditions govern the use of Healthwatch Limited (Company No. 06997189), trading as Mayfield Clinic, including our medical services and website (www.mayfieldclinic.co.uk) and any associated domains. Our registered office address is 3rd Floor, Mayfield House, 256 Banbury Road, Oxford, OX2 7DE. We are registered with the Care Quality Commission (CQC).

Our mission is to deliver personalised private healthcare. As we operate outside the National Health Service (NHS) and receive no government funding, we charge fees for our services. All care is provided within booked appointments. We do not offer medical advice outside appointments, nor do we provide out-of-hours or urgent care.

If you do not agree to these Terms and Conditions, you must discontinue use of our services immediately. We recommend printing a copy of these Terms for future reference.

Patient Privacy

We are committed to protecting your privacy. Our privacy policies outline how we collect, use, and safeguard your data, as well as your rights. If you have any questions regarding data handling, contact us at info@mayfieldclinic.co.uk.

Please refer to our policies:

• Website and Cookie Policies
• Privacy Policy

Medical Records & Communication

We maintain patient records in strict confidence and share information only with medical service providers directly involved in your care (e.g., laboratories, imaging centers, or referred specialists). Communication occurs via phone and email, with secure government email systems used where possible. We use appropriate technical and organisational measures to ensure secure communication, however no method of communication is risk-free.

We will not share your information with third parties unless:

• this is necessary to provide your care/services (for example laboratories, imaging providers or referral partners),
• you ask us to share it (for example with your NHS GP), or
• we are required or permitted to do so by law.

By providing an email address or phone number, you agree that we may use these details to contact you about your care, appointments, results and related service communications. We also use trusted service providers (for example IT systems and payment processors) who process data on our behalf under contractual confidentiality and security obligations.

Identity verification (NHS number/PDS)

As part of our registration and results-matching processes, we may verify patient identity by confirming an NHS number using the NHS Patient Demographic Service (PDS).

PDS is used to confirm demographic and identity details (for example name, date of birth, address and NHS number). It does not provide access to your NHS clinical records.

We use NHS number verification for limited purposes such as:

• reducing the risk of misidentification and duplicate records
• ensuring test results and correspondence are matched to the correct individual
• maintaining accurate patient records

Where an NHS number is obtained, it is used only for identity matching and record accuracy. We do not use PDS lookups for marketing purposes, and we do not update NHS records via PDS. PDS checks may be carried out automatically as part of registration or results-matching workflows

Further details about how we process personal data, retention periods and your rights are set out in our Privacy Policy.

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Appointments & In-Appointment Services

• Payment: All appointments must be prepaid at the time of booking. Fees cover consultation time only. Any additional investigations or treatments incur additional charges - this includes medical forms and follow-up advice.
• Liability: Medical practitioners are solely responsible for their clinical practice. Mayfield Clinic does not provide out-of-hours care. If you feel your condition is urgent or you require immediate help, please contact NHS 111 or 999.
• Suitability: We do not treat acute medical emergencies. If you are unwell, call 999 for emergencies or 111 for non-emergency medical advice.
• Eligibility: We only consult directly with patients or the legal guardians of minors under 16. The patient must be in the UK at the time of the consultation.
• Remote Consultations: Virtual consultations have limitations. If an in-person examination is required, a new appointment must be booked at standard rates. Where a certificate or report requires an in-person examination (e.g. blood pressure, physical examination, vision/hearing testing or other measurements), this cannot be completed via video/telephone and an additional in-person appointment will be required.

If you require medical forms to be completed, please bring these to your consultation and allow time within the allocated appointment slot for the clinician to complete them - any forms requiring completion outside of a consultation will be subject to an additional fee. Vaccinations require payment upon being ordered, and are non-refundable after this time.

Clinical outcomes and documentation
All appointments are clinical assessments. Payment covers the clinician’s time, assessment and advice only. We cannot guarantee that a particular outcome will be achieved or that any specific documentation will be issued, including (but not limited to) fit notes, “fit to work” certificates, referral letters, medical reports, insurance forms, occupational health forms, prescriptions, controlled medications, or test requests. Any such documentation or treatment may only be provided where the clinician deems it clinically appropriate and where sufficient assessment (including physical examination where required) can be completed.

Pricing & Cancellation Policy

• Pricing Transparency: Fees are listed on our website. We aim to notify patients before incurring additional charges during consultations.
• Cancellations & Refunds:
  • Full refunds are available for cancellations made 24+ hours before the appointment.
  • Appointments cancelled within 24 hours are non-refundable. Appointment time slots are reserved in advance and cannot be resold at short notice.
  • Appointments booked within 24 hours of the scheduled time are non-refundable.
  • No-shows are not eligible for refunds.
• Refunds:
  • Issued to the original payment method via Stripe (processing takes 5-10 business days).
  • No refunds for administered medications, vaccinations, tests, or treatments.
• Rescheduling:
  • Appointments can be rescheduled free of charge up to 24 hours in advance.
  • Within 24 hours, rescheduling is not permitted.
• Punctuality:
  • Late arrivals exceeding 15 minutes for a 30-minute appointment result in automatic cancellation without refund (by default)

Home Testing Services

For our full home test kit terms and conditions, please review this page https://www.mayfieldclinic.co.uk/testkits. In summary:

• Home test kits are not eligible for cancellation/return once dispatched/opened due to hygiene reasons, except where required by law
• Please refer to the full home test kit terms for details on invalid samples and laboratory processing
• Mayfield Clinic is not responsible for delays due to:
  • Incorrect contact details.
  • Email spam filters blocking results.
  • Postal delays.

Membership Terms & Conditions

Mayfield Clinic offers subscription-based membership packages with benefits such as reduced consultation fees, priority booking, annual health checks, and a designated GP.

‍Membership terms include:

• Memberships are for a fixed 12-month term and are non-refundable and non-transferable.
• Subscription fees may be paid monthly, but membership is a committed 12-month agreement and cannot be cancelled partway through the term.
• Each subscription includes a fixed annual usage cap based on membership type. Details of current usage limits are available on our website.
• Unused appointments do not carry over beyond the 12-month term.
• A fair usage policy applies: once the annual usage cap is reached, any additional appointments are charged at the standard member rate.
• Memberships automatically renew at the end of the 12-month term unless cancelled prior to the renewal date.
• Cancelling prevents the next renewal but does not end the current term or entitle the member to a refund.
• Membership benefits apply only during an active term and expire if not used within the term.
• Pricing is subject to change at renewal. Members will be notified in advance of any pricing updates.
• We reserve the right to:
  • Decline membership applications or renewals at our discretion.
  • Update membership terms from time to time. Material changes will be communicated to members.‍

Refusing Access

We reserve the right to refuse service to individuals, including those who:

• Exhibit violent, threatening, or aggressive behaviour.
• Refuse to pay for services.
• Request controlled substances inappropriately.
• Make unethical requests.

Complaints Policy

We strive to provide high-quality service. If expectations are not met, complaints can be submitted via:

• In person: Speak to the Practice Manager, Commercial Director, or Clinical Director.
• Email: info@mayfieldclinic.co.uk (Subject: “Complaint”).
• Mail: Address to Dr. Amanda Northridge, Complaints, Mayfield Clinic, 256 Banbury Road, Oxford, OX2 7DE.

Include:

• Nature of the complaint.
• Location and time of the incident.
• Actions already taken.
• Desired resolution.

We aim to acknowledge complaints within 5 working days and respond within 21 working days.

Staff Zero-Tolerance Policy

We enforce a zero-tolerance policy regarding abuse or threats toward staff.

Legal Terms

By using our services, you agree to Mayfield Clinic’s Patient Privacy Policy, Cookie Policy, and Website Privacy Policy, which are incorporated into these Terms.

Notices & Contact Information

Mayfield Clinic may contact you via:

• Email or phone (per your registered contact details).
• Written notice to your registered postal address.
• System-wide notifications.

For inquiries, contact info@mayfieldclinic.co.uk or mail us at our registered office.

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