DutyDoctor

Terms & Conditions

1. Introduction

These Terms and Conditions (“Terms”) govern the use of the services provided by DutyDoctor Healthcare Ltd (“we,” “our,” or “us”) to patients (“you,” “your”).

By accessing our online GP services, you agree to these Terms. Please read them carefully before using the service. If you do not agree to these Terms, you must not use the service.

2. Service Description

DutyDoctor Healthcare Ltd (also known as “DutyDoctor”) provides access to General Practitioner (GP) audio and video consultations, prescriptions, sick (fit) notes, and, if required, referrals for lab tests, imaging, investigations and specialists.

  • DutyDoctor is regulated by the Care Quality Commission (CQC)
  • Our services are delivered by highly qualified UK NHS-experiences GPs, who are registered with the General Medical Council (GMC), are members of the Royal College of General Practitioners (RCGP), and are bound by UK medical regulations.
  • We offer consultations for non-emergency medical conditions only. For emergencies, you should dial 999 or visit your nearest emergency department.
  • We only provide private GP services and no NHS services
  • At present, DutyDoctor is for adults over the age of 18 years old only (and we currently provide no services for children or those under the age of 18 years).

3. Eligibility for Service

You must meet the following criteria to use our service:

  • Be aged 18 years or older
  • Be a resident of the United Kingdom or located within the UK at the time of the consultation.
  • Provide accurate and complete personal information, including your name, date of birth, contact details, and any medical history requested.

You are responsible for maintaining the confidentiality of your account login credentials and for all activities that occur under your account.

4. Booking an Appointment and Account Security

To use our services, you must book an appointment by providing personal information, such as:

  • Full name
  • Date of birth
  • Contact details
  • NHS number (if applicable)
  • Payment details

You agree to:

  • Provide accurate, current, and complete information during registration.
  • Update your information if it changes.
  • Protect your account credentials and immediately inform us of any unauthorised access or breaches of security.

5. Use of Services

When using our online GP services, you agree to:

  • Use the service only for lawful, personal healthcare purposes.
  • Provide truthful and accurate information about your medical history, symptoms, and any medications you are taking.
  • Follow the healthcare provider’s advice and recommendations.
  • Use the service only for non-emergency health concerns.
  • Not misuse the service, including making false appointments, providing false information, or abusing our healthcare professionals.

6. Fees and Payment

We only offer private services, and as a result, the following applies:

  • Payment: You must pay the applicable fee for any private consultation or service at the time of booking or as specified. Fees are outlined on our website and are subject to change.
  • Cancellations: If you cancel an appointment, refunds are subject to our cancellation policy. Cancellations made less than 48 hours before the scheduled appointment may not be eligible for a refund.

7. Prescriptions

  • Electronic Prescriptions: Our GPs may issue electronic prescriptions for medications when deemed appropriate, which can be sent directly to your chosen pharmacy.
  • Repeat Prescriptions: We may issue repeat prescriptions for ongoing treatments, subject to regular review by your GP, and for a maximum of 7 days only
  • Medication Availability: All prescriptions are subject to medication availability and are provided according to UK laws and regulations.
  • Restrictions: Certain medications (e.g., controlled substances, high risk medications, unlicensed medications and “off label” medications) will not be prescribed through our online service and will require in-person consultation with your NHS GP or use of an alternative service.
  • Pharmacy Fees: Any fees charged by pharmacies for medications are separate from the consultation fees charged by us.

8. Consultations and Referrals

  • Consultation Types: We offer audio and video consultations, and for audio consultations, the same process as a video consultation will take place, using the same link and software – although the camera can be turned off, after the initial identification verification. The type of consultation will depend on the appointment type chosen at the time of booking.
  • Referrals: If necessary, the DutyDoctor GP may refer you for a lab test, investigation or to a specialist or other healthcare provider. Referrals are subject to the patient’s choice and consent, and also the availability and guidelines of the receiving provider.
  • Medical Records: Your consultation and health information will be recorded in your medical records, which are stored securely in compliance with data protection regulations. With your consent, we would recommend sharing your consultations with your NHS GP.

9. Data Protection and Privacy

Your personal information and medical data are protected under our Privacy Policy and in accordance with GDPR and the Data Protection Act 2018.

  • We collect, store, and process your data only for the purposes of providing healthcare services.
  • We may share your data with third parties (e.g., pharmacies, laboratories, specialists) only when necessary for your care or as required by law.
  • You have the right to access, amend, or request the deletion of your personal data at any time, subject to legal and medical record-keeping obligations.

For full details, please refer to our Privacy Policy here.

10. Your Responsibilities

As a patient, you agree to:

  • Provide accurate and complete information about your health and medical history.
  • Co-operate with the healthcare provider during consultations and follow the advice given.
  • Seek emergency care when needed and not rely solely on our online services for urgent medical conditions.
  • Respect the privacy and dignity of healthcare professionals and other patients using the service.

11. Limitation of Liability

We strive to provide high-quality healthcare services, but you acknowledge that:

  • No Guarantee of Outcome: We do not guarantee that the advice, treatment, or prescriptions you receive will result in a specific health outcome.
  • Medical Judgement: All advice provided by our healthcare professionals is based on the information you provide. We are not responsible for any adverse outcomes that result from withholding information or providing incorrect details.
  • Service Availability: While we aim to provide continuous access to our services within operational hours, we do not guarantee that the service will be available at all times. We may suspend or terminate access without notice for maintenance, technical issues, or regulatory reasons.

12. Changes to the Terms

We may update or modify these Terms from time to time. Any changes will be posted on our website, and the updated Terms will apply to all subsequent use of the service. If you continue to use the service after changes are made, you will be deemed to have accepted the updated Terms.

13. Termination

We reserve the right to terminate or suspend your access to our services for any of the following reasons:

  • Breach of these Terms
  • Misuse or abuse of the service
  • Providing false or misleading information
  • Non-payment of fees for private services

14. Complaints and Dispute Resolution

If you are dissatisfied with the service you received, please contact our customer service team at info@dutydoctor.com or 0800 999 1615. We aim to resolve complaints promptly and fairly.

If your complaint cannot be resolved directly with us, you may be able to refer the matter to the Independent Sector Complaints Adjudication Service (ISCAS – https://iscas.cedr.com/) or the General Medical Council (GMC).

15. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or related to these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Contact Information

If you have any questions about these Terms or need assistance, you can contact us at:

  • Email: info@dutydoctor.com
  • Phone: 0800 999 1615
  • Postal Address:DutyDoctor Healthcare Ltd, 2440 The Quadrant, Aztec West, BS32 4AQ

Last Updated: 01/12/2024

By accessing and using our services, you confirm that you have read, understood, and agree to these Terms and Conditions.