মোডালিটি এলএলপি স্ব-বেতন পরিষেবার জন্য শর্তাবলী

1. Introduction and Agreement 

The Terms & Conditions outlined below detail the terms under which treatment will be provided to you by Modality LLP. Please review them carefully and raise any questions you may have prior to attending your appointment.

Modality LLP reserves the right to update these terms periodically. Any updates will apply only to new episodes of care; the terms applicable to your ongoing care will remain unchanged if you are already partway through treatment.

Modality LLP is a healthcare provider offering self-pay consultations, diagnostics, treatments, and follow-up care. We will usually agree fees for treatment with you directly but please note that some consultants involved in your care are not employed by Modality LLP, this means you may have a separate agreement with them. If you are uncertain about how this arrangement works, please don’t hesitate to ask. Consultants are required to provide details of their fees prior to treatment. In some cases, Modality LLP may provide this information on behalf of the consultant.

The sections below outline the Terms & Conditions for clients funding their own treatment.

Please refer to the section relevant to your situation.

2. Services we offer 

Modality LLP offers a range of healthcare services which include the following: 

• Outpatient Consultations
• Preventive care and wellness packages
• Direct access to diagnostic tests
• Pathology testing
• Specialist treatments and follow-up care

2.2.Consultant Services 

Modality LLP collaborates with consultants, consultant groups, diagnostic facilities, and other external providers to ensure seamless continuity of care for each client. These partnerships involve a commercial arrangement where a portion of the client’s service fee is shared between Modality LLP and the respective party.

3. Pre-payment Policy

Appointments can be booked via telephone, email, or our online portal. Bookings are limited to individuals aged 18 or older and must be made for yourself, not on behalf of others.

To secure your appointment with Modality LLP, full pre-payment of the consultation fee is required. Additional charges for tests, medications, or other services must be settled with the booking team, doctor, nurse, or healthcare assistant at the end of your consultation.

Pre-payment must be completed at least 48 hours before your appointment. Please be advised that failure to make payment at least 48 hours prior to your scheduled time may result in cancellation of your appointment.

4. Self- Pay: All Clients

This section will apply if you are paying for your own care.  If your care is not paid for by an insurer directly, you will be charged at Modality’s standard rate which can be discussed in advance. Note that this includes treatments for clinical or other complications, which if needed, will also be charged to you at Modality LLP’s rates.  

We will give you an estimate of costs for your care but please note that it is not always possible to give an exact estimate for the care you receive at Modality LLP and the total cost may depend on a number of factors, including the complexity of your treatment, the cost of any specialist equipment any other conditions you may have. We will always try to provide an accurate estimate and if the cost of your care is likely to exceed this estimate we will try to notify you as soon as possible. 

You are responsible for the payment of all care you receive. If you have not paid before you leave the site, you agree that we can debit the outstanding balance from your credit/debit card upon seven days of notice to you. 

5. Insured Clients  

Whilst you will remain responsible for the payment of your care, where you have private medical insurance:

• (a) Modality LLP will, where possible, will 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, including but not limited to your policy and pre-authorisation numbers. 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;
• (b) where we process your insurance claim and your insurer pays us direct, the rate agreed between Modality LLP and your insurer will apply to your care;
• (c) if your insurer fails to settle our invoices (or any part of them) within 45 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 directly or debit the relevant balance from your credit or debit cards in accordance with the process set out; 
• (d) 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 investigate this further.

It is your responsibility to confirm with your insurer in advance that your care is covered under your policy. Modality LLP cannot obtain this confirmation on your behalf. If you wish to check with your insurer during your care, we can provide access to a telephone for this purpose. You may also need to obtain confirmation of coverage from your insurer for specific aspects of your treatment. At that point, your insurer may inform you of any shortfall you are required to pay.

Modality LLP will not be responsible for any shortfalls in coverage by your insurer. We recommend confirming your policy limits with your insurer before you undertake any treatment.

Your insurer may require access to your medical records in order to validate and approve your treatment. Access also might be required to allow your insurer to audit Modality LLPs performance of the contract between Modality LLP and your insurer. Any audit undertaken by your insurer will be for the purpose of validating the accuracy of Modality LLP’s charges and assessing and assuring the quality of services provided by us.

Please note that in some cases the care pathway determined by the consultants, nursing staff and other medical professionals providing your care may not be covered by your insurance policy. This could 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 your insurer and in such cases; you agree to cover the cost of your care if required. 

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 certain medications, or it may only cover part of such costs. You will be required to pay for any such items not reimbursed by your insurer.

If you pay for your treatment and seek reimbursement from your insurer, and no other rate has been expressly agreed between you, Modality LLP, or your insurer, Modality LLP's standard rates will apply to your care.

6. International Clients

By agreeing to these Terms and Conditions, you confirm that you are a resident of the UK and meet all relevant immigration criteria required for accessing healthcare services. You also confirm that you have made adequate arrangements to pay for your care. Modality LLP reserves the right to verify your residency status and may contact the Home Office or UK Border Agency, as necessary, to confirm your eligibility to receive care in the UK.

7. Prescriptions

Our Service is not a prescription fulfilment service. Only after a consultation booked in accordance with the terms and conditions will a medication be prescribed by mutual agreement being reached between you and the Doctor under circumstances that are appropriate, legal and responsible. The final issuing of a prescription is at the sole discretion of the Doctor. You understand, accept and agree that any prescription given to you is solely for personal use. If you lose a prescription, a copy may be reissued by the Doctor and may be subject to an additional cost. You accept that the Doctor has the right to refuse to issue a copy of the prescription should it be deemed inappropriate. You must keep any medicines securely and do not allow others (especially children) to use them.

8. Cancellation Policy, Rescheduling and Refunds 

Our cancellation policy applies to all appointments offered within a Modality LLP facility. When booking your appointment, you agree to Modality LLP’s Terms and Conditions.  

When you book your appointment, you are holding a space on our calendar that is no longer available to other clients. In order to enable appointments to be made available to other clients, please call on 0300 0201 800 or email hello@modalityllp.com as soon as you know you will not be able to make your appointment. 

If you need to cancel your appointment, we require that you call or email at least 48 hours in advance. Appointments are in high demand, and your advanced notice will allow another client access to that appointment time.

Any appointment cancellation with less than 48 hours advance notice will incur the full charge and no refund will be provided for your appointment. 

Appointment cancellations made more than 48 hours in advance will get a full refund. We can also offer an alternative appointment free of charge if your appointment is cancelled more 48 hours in advance. Refunds for pre-payment appointments will only be made to the card originally used to make the original booking. Refunds should appear within your account or on your card statement within 5-7 working days. We cannot refund any medications, vaccinations, tests or treatments once they have been administered and dispensed. Refunds are also not eligible for services that were carried out.  

If you are more than 10 minutes late for your appointment, we may not be able to accommodate you. In this case, we may need to reschedule your appointment. We will do our best to reschedule your appointment for another day/time that is convenient for you.

9. Complaints Procedure 

At Modality LLP we take great pride in our delivery of care to clients, and always look at areas of improvement for our clients. To do this effectively we need to know what you think about the services you receive. Please tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. By listening to you, we continue to build and improve upon the service we offer. 

A complaint or concern can be raised by anyone who is affected by an action, omission, or decision made by their care delivery team. If you are raising a concern or complaint on behalf of someone else, we must consider if you are the right person to act on their behalf.  We will normally need their consent for this. Confidentiality is always respected when a complaint or concern has been raised. If a complaint requires investigation this will involve gathering evidence from appropriate sources such as:

• Interviewing anyone who has been named in the complaint
• Interviewing any witnesses, or potential witnesses
• Reviewing medical records
• Listening to call recordings

All evidence gathered relating to your complaint will be managed in line with data protection regulations.  You, the complainant, or the client concerned, will not be discriminated against if you raise a concern and information is not kept within clinical records. Consent to share information will be required if your complaint also involves another organisation. 

If you are unhappy about something, then it is always best to make your complaint as soon as possible and not more than 12 months after the incident or issue occurred. This time limit may sometimes be extended if there is a genuine reason why you could not make the complaint sooner.

How to make a complaint or raise a concern

We hope that we can sort out most problems easily and quickly. Often this will be at the time they arise and with the person concerned. Please tell them what is worrying you and they will do their best to resolve your concerns quickly and informally.  However, if they can’t or you wish to make a formal complaint, please let us know as soon as possible. This will enable us to get a clear picture of the circumstances surrounding the complaint.

You can submit your complaint or concern online on our website at: Contact Us – Modality LLP. From there you can click on the link to the send me a message and select feedback/complaints.  

If you do not have access to the internet or prefer to write to us instead, you can complete a complaint/concern form (available from reception) or write to us at Modality LLP, 3^rd Floor, Lyndon House, 62 Hagley Road, Edgbaston, Birmingham, B16 8PE. 

10. Privacy Notice

By accepting these Terms and Conditions, you acknowledge that you have read, understood, and agree to abide by Modality LLP’s Privacy Policy, which can be viewed here: Modality-LLP-GDPR-Privacy-Notice-08-02-24.pdf 

Modality LLP may contact you via email to the address provided in your account, through written communication to your email address, by SMS, or via a general notice on the system. In compliance with GDPR regulations, communication preferences are always reviewed at the time of booking for new clients. If you wish to update your preferences, our team can assist you. Please email hello@modalityllp.com or call us at 0300 020 1800 for support.

Please note that our Consultants or GPs are unable to engage in email correspondence with clients outside of consultations. All inquiries and communications will be managed through our administration and secretarial teams to ensure secure and timely responses.

11. Liability Disclaimer

Modality LLP cannot accept liability for any consequential losses incurred by the client. If there is a delay in providing results or if results are not delivered by Modality LLP or the laboratory, prescriptions service Modality LLP will not be held responsible for any associated losses. By agreeing to Modality LLP’s terms and conditions, you acknowledge and accept that such losses cannot be attributed to Modality LLP.

Furthermore, any losses arising from time or travel to and from an appointment where the product or service cannot be delivered due to circumstances beyond Modality LLP’s control cannot be compensated. However, Modality LLP will make every effort to assist in rescheduling the appointment at a suitable and convenient time for the client.

12. Changes to Terms and Conditions

Modality LLP reserves the right to amend these Terms at any time. However, any changes will only apply to new care or treatment initiated after the changes have been made. Any ongoing or current care or treatment will continue under the Terms in effect at the time your care or treatment commenced.

Should you wish to discontinue your care or treatment before its completion, you may do so. Your rights in this regard are outlined in the cancellation policy. 

13. Infection Control

We prioritise infection control and have implemented comprehensive measures to ensure the prevention of infections within our premises.