Terms and Conditions
About You Medical — Terms and Conditions
These Terms and Conditions (“Terms”) govern the provision of medical services by About You Medical (“the Practice”) to you (“the Patient”). By booking an appointment, using our services, or registering with the Practice, you agree to be bound by these Terms.
1. About Us
About You Medical is a UK-based private medical practice regulated by the Care Quality Commission (CQC). About You Medical is a trading name of Health MD Limited.
2. Patient Registration and Responsibilities
Before your first appointment, you will be required to complete a New Patient Registration Questionnaire. This includes:
- Personal and contact details
- Medical history, medications, and allergies
The form is completed securely online and integrated into our patient record system (Semble). You must provide complete and accurate information. If you are completing the form on behalf of a child, you confirm that you have legal parental authority to do so.
You agree to keep us updated of any changes to your personal or medical information.
3. Appointments
Appointments are primarily booked online via our website. Alternatively, you may contact us by telephone to arrange an appointment.
If you need to postpone your appointment, please let us know as soon as possible. We will do our best to accommodate your needs.
Cancellation by the Patient:
- You may cancel or reschedule an appointment up to 48 hours in advance to receive a full refund.
- Cancellations within 48 hours of the appointment will not be refunded.
Cancellation by the Practice:
- In the unlikely event we need to cancel your appointment, we will offer you a full refund or, where appropriate, an alternative appointment time.
- We reserve the right to cancel your appointment if we believe we are unable to offer the appropriate service for your needs, or for reasons beyond our control (e.g. illness or technical issues).
4. Fees
All fees must be paid at the time of booking. See our Pricing page for details.
Fees are subject to change without notice. The prices displayed on our website at the time of booking supersede any previously advertised pricing. Once an appointment has been booked and paid for — including Functional Medicine Membership — the fee will remain as agreed, unless an administrative error or omission has occurred in the original invoice.
5. Service Format
About You Medical is primarily an online healthcare provider. Most consultations are conducted remotely by video. While in-person appointments may be available by prior arrangement for patients located in the Exeter area, some medical conditions — such as acute abdominal pain or other concerns that may require a physical examination — are not appropriate for remote assessment. If you are unsure whether your condition is suitable for an online appointment, please contact us before booking.
6. ID Requirements
Patients will be asked to provide photographic ID before their first consultation. If booking for a child, you must also provide appropriate ID for the child and evidence of parental authority.
7. Emergency and Out-of-Hours Care
About You Medical does not provide emergency medical services or out-of-hours care. If you require urgent or emergency treatment, please contact NHS 111 or dial 999.
8. Communication and Email Policy
Routine communication may take place by email. While we take all reasonable precautions to maintain confidentiality, you acknowledge that email is not a fully secure medium.
We aim to respond to non-urgent email queries within 2 working days. Urgent matters should not be sent by email.
We are happy to answer simple, straightforward queries via email. However, more complex issues — particularly those requiring medical advice, clinical decision-making or review — will require a booked appointment.
Functional Medicine Members are encouraged to raise questions during their monthly check-in appointment with Dr Matthew Dennison or, where appropriate, bring questions to the Weekly Group Q&A via Zoom. This helps ensure comprehensive, appropriate and timely support.
9. Medical Records and Confidentiality
We use Semble as our secure patient record system. For details, see Semble’s Terms of Service: https://www.semble.io/terms-of-service
All medical information is handled in accordance with UK GDPR and the Data Protection Act 2018. Please see our Privacy Statement for more information.
10. Transcription Services
We may use Heidi, an ambient transcription tool, during consultations to help record clinical notes accurately. No recording is stored. For more information, see:
https://aboutyoumedical.info/Heidi-Explainer
or, visit the Heidi website:
11. Sharing of Clinical Information
With your consent, we may share relevant clinical information with your NHS GP or other health professionals. You may withdraw consent at any time.
12. Prescriptions and Referrals
Prescriptions, if issued, are private and may incur separate pharmacy charges. About You Medical does not issue controlled drugs or certain restricted medications.
Referrals to specialists or other healthcare providers are included in the consultation fee. About You Medical does not routinely refer into NHS services unless by special arrangement and cannot guarantee NHS services will accept private referrals.
13. Laboratory Testing and Supplements
Routine and functional laboratory tests are not included in the consultation fee. Some tests are billed directly to you by the external laboratory, while others may be charged separately by About You Medical.
If using supplements, herbs or over-the-counter products, you must inform all your healthcare providers, including About You Medical.
14. Liability
The Practice will not be liable for any loss, damage, or harm suffered by the Patient unless it arises directly from the negligence of the Practice or a breach of these Terms. We accept no liability for any indirect, incidental, or consequential loss, or for issues arising from circumstances beyond our control.
While we are committed to supporting you to the best of our ability and providing expert medical advice and guidance, outcomes from any treatment or advice cannot be guaranteed. Progress depends on various factors including, but not limited to, the nature and duration of your condition, your individual response to treatment, and your engagement with the process. Our approach is collaborative and results are influenced in part by your choices, lifestyle, and commitment to making changes as advised. No specific outcomes are promised or implied.
15. Amendments
We reserve the right to amend these Terms at any time without prior notice. Continued use of our services indicates your acceptance of any changes.
16. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the English courts.
17. Complaints
For information on how to raise a concern, please refer to our How To Make A Complaint page.
18. Contact
For questions about these Terms or your care:
- Email: info@aboutyoumedical.co.uk
- Phone: 01392 305035
- Contact Form: Contact Us