Terms & Conditions
Terms & Conditions
These Terms and Conditions relate to the engagement between Alkali Health and the users of its Services.
These Terms and Conditions (“Terms”) will apply to our supply of the Service (as defined in paragraph 1 below) to persons who register through www.alkalihealth.com Platform (“the Platform”) (“User”, “you”).
It is important that you please read these Terms carefully and make sure that you understand them.
It is a requirement of registering with Alkali Health that you accept and agree to these terms and you will only be able to register with our platform to access our services (“ the Services “ ) on confirmation of this.
These Terms should be read in conjunction with our Privacy Policy which is available on our website. We may amend these Terms from time to time as set out in paragraph 4.
We are committed to the security and privacy of your information. Our Privacy Policy explains in more detail what information we collect from you and how we use it. Confidentiality is extremely important to us, and we only treat your information the way we wish our own to be treated.
For the purposes of these Terms, we have used the following phrases:
“Data Protection Laws” means the General Data Protection Regulation 2018 (GDPR) and any national implementing laws, regulations, and secondary legislation, as amended, or updated from time to time, in the UK, including the Data Protection Act 2018; and then any successor legislation to the GDPR or the Data Protection Act 1998.
1. Alkali Health Services
Alkali Health provides health care services and intends to provide consultations to patients via an online portal (“the Platform”) and our in-person clinic once opened, through the expertise of trained health care professionals. The following are details about Alkali Health, and the scope of Services provided by it.
1. Alkali Health is a private limited company, incorporated in England and Wales under company number 13187718 and with its registered office address at 36 Carroll Close, Newport Pagnell, MK16 8QQ (hereinafter “The Company”/ “Alkali Health”, ‘we’, ‘us ‘our’).
2. ALKALI HEALTH delivers the Services from our website www.alkalihealth.com (the “Website” ) and uses “Cliniko” a fully integrated and cloud-based system to as our Electronic Patient record.
3. Your use of the Services will be subject to these Terms and your use of our Services shall be construed as your consent to be legally bound by these Terms.
4. Alkali Health does not provide any emergency services or care for acute medical conditions.
5. Alkali Health does not prescribe any controlled or off-license medication.
6. The Service is in no way designed to replace the services of your in-person NHS or private General Practitioner (“GP”), other NHS care provider or hospital.
7. You agree that the Services provided by ALKALI HEALTH are only supplementary to any medical advice or treatment that you are receiving or should receive from your in-person NHS or private General Practitioner and/or any NHS care provider.
8. For our online services, it is not possible for us to physically examine our patients. It is therefore crucial that you provide us with accurate information when requested e.g self-reported weight, blood pressure etc and any reports, diagnoses if any and medical history relating to you (“Your Records”). We shall not be liable for any medical advice received through the ALKALI HEALTH platform if the information and/or medical history and records that you have provided are incomplete and/or inaccurate or false.
9. You may be issued with a prescription for medicine by a Alkali Health doctor. The doctor will use all reasonable efforts, based on the medical history and Your Records that you have provided and the symptoms you describe, to prescribe medicine appropriate for your condition. ALKALI HEALTH will endeavour to but shall not be responsible for ensuring that you receive the medicine you are prescribed or that the medicine you receive is the same as that prescribed by the doctor. ALKALI HEALTH is also not responsible for any instructions in relation to the medication provided by a pharmacist or anyone else associated with the provision of medication you have been prescribed.
11. All material contained on our Platform (including names, trademarks, wordmarks, logos, pictures, diagrams, literary and creative content and look-and-feel) are the property of Alkali Health. Nothing contained on the Platform or made available through the Services should be construed as the grant of any licence or other right of use without the express written permission of The Lifestyle Health Clinic.
12. The Website and the provision of Services are the property of Alkali Health, and you have no right to modify, reproduce, copy, or otherwise exploit it or any portion of it and any unauthorised use will terminate any right to use it.
13. The identity of any individual will be validated by a member of Alkali Health before they have an appointment. Details of the data collected by us for the purposes of due diligence have been outlined in our Privacy Policy.
14. In relation to identity verification, validate means the confirmation of an individual’s identity in the following ways:
a. Through the verification against an acceptable photographic identification document: passport; driving license; or national identity card
15. Please note that our Services can only be used by all independent adults who are 18 years of age and over.
16. Our Services cannot be used by those who are. Below 18 (eighteen) year of age (“Minors”).
17. Our Privacy Policy outlines the details of the personal data we need to collect for due diligence and the identity verification of the legal guardians and/or emergency contacts who approach us for the benefit of patients who are Minors and/or who are physically and/or mentally incapacitated and therefore not able to use our Services directly.
2. Patient Data
1. All information collected and supplied by you to Alkali Health will be treated as confidential and only processed to provide the Services or as described in this section and our Privacy Policy. Please take the time to read these as they are integrated into these Terms and include important terms that apply to the collection, storage, and use of your Personal Data.
2. For the purposes of the Data Protection Laws the data controller is The Lifestyle Health Clinic.
3. The primary purpose for which Alkali Health will collect and use your Personal Data is to provide our Services to you. In addition, your Personal Data or where you are unable to access our Services directly by reason of being a Minor or by reason of being a person who is physically and/or mentally incapable of doing so, the Personal Data of your legal guardian/ caregiver/emergency contact will be collected and used for the purposes of due diligence and identity verification.
4. Alkali Health may make audio and video recordings of your sessions and/or appointments with us (“Appointment”) for clinical governance purposes. We assure you that all such Personal Data will be treated as confidential and will be held strictly in accordance with, and if required, under Data Protection Laws and our internal policies and procedures.
5. Whilst Alkali Health encourages you to inform your NHS GP of any health concerns you may have discussed with the clinic, we will not share information with your NHS GP unless we have your express written permission to do so or where there is an overriding public interest in disclosing the information without your consent. This is in accordance with the General Medical Council’s guidance which may from time-to-time change. Alkali Health will not however, be able to prescribe medication without your consent to share such information with your GP. In such circumstances, your healthcare practitioner will explain the situation clearly and where possible, explain the alternative options.
6. Alkali Health may share aggregated anonymised data with third parties to monitor our services and to ensure consistent quality and safety relating to the services provided to patients.
7. Alkali Health will generally share your information/personal Data with persons nominated as your ‘Emergency Contact’, unless you have expressly asked us not to do so, or where an ‘Emergency contact’ has not been nominated, with the next of kin, particularly in cases of emergencies and where the interests (health) of the patient over-ride our obligation of confidentiality. For such circumstances it shall be deemed that the patient has consented to their information being shared with the Emergency Contact or next of kin. You can also name other people, with whom you would like us to share information about you, in which case we will carry out a due diligence on such persons and request them to submit relevant personal information for the purposes of the due diligence. We make best efforts to ensure that information provided over the telephone is restricted to those you have named, and we share this information on a need-to-know basis only and subject to a satisfactory due diligence. Sometimes this means refusing to disclose information about you to someone who feels they should know about your treatment and progress.
Please make your family and friends aware of this. For the purposes of our Privacy Policy and these Terms “need to know basis” means that the recipient shall be given such information about a patient only if to do so is in the patient’s best interests and particularly where the health and safety of the patient overrides ALKALI HEALTH’s obligation of confidentiality.
3. Changes to these Terms
We may revise these Terms and/or our Privacy Policy from time to time in the following circumstances:
1. changes in relevant laws and regulatory requirements; and
2. where we in our discretion deem a revision necessary or desirable and notify you of such a revision.
3. We encourage you to read our Terms and Privacy Policy from time to time to ensure that you are aware of any revisions and/or updates made to our Terms and Privacy Policy. However, if we make a revision to these Terms and/or our Privacy Policy we will notify you of such revision(s) when you next access our Services. Your continued use of our Services will be deemed acceptance of such revised Terms and our Privacy Policy, and it is your responsibility to ensure that you are content to contract on such Terms at the point of transaction or use.
4. Changes to the Platform
1. We may update the Platform from time to time and may change the content and Services offered through it at any time, to reflect changes in relevant laws and regulatory requirements or to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of our Services. We will not, without notifying you in advance, make any changes to our Services, such that they will adversely affect you.
2. While every effort is made to avoid errors or omissions, with strict performance, security and quality controls and monitoring in place, we are unable to guarantee that the Platform, or any content on it, will be free from errors or omissions.
3. Any feedback information provided by Users of the Platform may be used by Alkali Health to improve the quality of our Services. The Website will use cookies or similar technology to collect information about your access to the Website. We may also use a web-based analytics tool that tracks and reports on the way the website is used in order to help us improve it. The information that the cookies collect, such as the number of visitors to the site, the pages visited and the length of time spent on the site, may be aggregated and will therefore be anonymous. We don’t use cookies in a way that allows us to identify site users.
5. Accessing the Platform
1. While every effort is made to avoid interruptions or unavailability with strict performance, security and quality controls and monitoring in place, we are unable to guarantee that our services will always be available or be uninterrupted.
2. You are responsible for making all arrangements necessary for you to have access to our services, including but not limited to a good internet connection.
3. Any medical information given on the Platform/Website whether written, stated, or implied, is for information purposes only. The information is provided “as is” and without warranty of any kind by The Lifestyle Health Clinic. The information published on the Website/Platform does not in any manner constitute medical advice and should not be relied upon as medical advice provided to you. Alkali Health therefore assumes no liability if users of the Website/Platform rely on informative articles and/or any other content published and made available on the Platform/Website.
4. Any medical information given on the Platform/Website whether written, stated, or implied, is for information purposes only. The information is provided “as is” and without warranty of any kind by Alkali Health. The information published on the Website/Platform does not in any manner constitute medical advice and should not be relied upon as medical advice provided to you. Alkali Health therefore assumes no liability if users of the Website/Platform rely on informative articles and/or any other content published and made available on the Platform/Website.
5. Performance statistics and user/patient feedback cited on the Website/Platform are based on cookies and analytics tools used by Alkali Health and/or collected with the help of in-house or third-party surveys respectively.
These are subject to change without notice.
6. By using the Platform and Services, you agree that any information you provide is true and accurate, is not misleading, and is offered in good faith.
7. You are only permitted to access Alkali Health and use the Services for domestic and private use. You agree not to use the Services for any commercial, business or re-sale purposes.
8. By signing up to these Terms and registering on the Platform, you agree to receive Service update communications by email and/or text message which will contain important information about your Appointments, the Platform and the Services.
6. Your account and Appointment details
1. When you register with Alkali Health you will be provided with an email and email link for your appointment. You must treat such information as confidential and must not disclose it to any third party. In addition, please ensure that you do not share your log-in credentials with anyone and that you log out of the Platform after each Appointment, particularly if you are share the device with others. Alkali Health shall not be held liable for misappropriation of information caused as a result of the security of your account being compromised.
2. In case it is confirmed, or you suspect that the security of your account with ALKALI HEALTH has been compromised you must report this to us at the earliest possible.
7. Viruses
1. While we will implement all possible security and quality control measures to ensure that the Platform is as efficient and secure as possible, we cannot guarantee that our Services will be secure or free from bugs or viruses.
2. You are responsible for configuring your information technology, computer programmes and hardware to access The Lifestyle Health Clinic. You should use your own virus protection software.
3. You must not misuse the Platform by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Platform, the server on which the Platform is stored, or any server, computer or database connected to the Platform. You must not attack the Platform via a denial-of service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities, and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Platform will cease immediately.
8. Linking to our Website
1. You may link to the Website’s home page only, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
2. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists, and you must not establish a link to the Website in any website that is not owned by you.
3. The Website must not be framed on any other website, nor may you create a link to any part of the Website other than the home page.
4. We reserve the right to withdraw linking permission without notice.
5. If you wish to make any use of content on the Website other than that set out above, please contact us at info@alkalihealth.com
9. Third-party links and resources in the Platform
1. Where the Platform contains links to other websites, services and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources and Alkali Health accepts no responsibility for your use of such websites, services, or resources. Should you decide to access third-party websites and use their services, products, or resources, we encourage you to read their terms of business and privacy policy. In addition, the website owners of such third-party websites are the registered proprietors of all the intellectual property to their respective websites and any content published thereon. Alkali Health claims no rights of ownership to the Intellectual Property relating to third party websites and/or any content displayed or published on such websites.
2. Where the Platform uses third parties to provide the Services or part of the Services on our behalf, you may provide personal data to such third parties and be subject to the terms and privacy policy of that third party. We will notify you if this is the case in these Terms or our Privacy Policy. Alkali Health does not accept any responsibility or liability for the terms and policies of the third parties.
10.Payment structure
1. Where you are a Self-Paying, you may purchase Appointments on a per Appointment basis as set out in our service and fee structures. The cost of an Appointment is set out clearly on our Website and may be subject to change at any time.
2. The price of an Appointment will be quoted on the Platform. Prices include any applicable taxes which might apply and are liable to change at any time, but changes, if any will not affect any existing Appointment already booked.
3. Payments for all Appointments must be made to Alkali Health by credit or debit card using ‘Stripe’ on the checkout page. Alkali Health accepts most major credit and debit cards.
4. You should be aware that online payment transactions are subject to validation checks by your card issuer and Alkali Health is not responsible if your card issuer declines to authorise payment for any reason. If such payment is not authorised, your right to the booked Appointment shall be cancelled. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. Alkali Health is not responsible for this.
5. Alkali Health does not accept any cash payments.
6. Currently Alkali Health does not collaborate with any insurance companies that may cover a patient’s medical costs including the Fee payable to Alkali Health. Should this change, we will update these Terms and shall also notify all our patients via email and if possible, by publishing it on our Website.
11.Appointments
1. By making an Appointment you give Alkali Health express consent to provide the Service(s) to you in your chosen time slot and within any cancellation period provided by any English laws or regulations.
2. You may book an Appointment with an Alkali Health doctor/healthcare professional via our Website/Platform. A Video Appointment will occur via video call, the details of which/link to which will be communicated to you at the time of your Appointment.
3. When booking your Appointment, you will be required to provide details about your health concerns and medical history and location. You will be prompted to select a time slot in which you would like to attend your Appointment. All times will be in GMT/BST as applicable.
4. The day before your Appointment you will receive a reminder email and text message notification that your Appointment is coming up.
5. It is your responsibility to be available to speak to the concerned doctor/healthcare professional by your chosen method at the time of the Appointment, and for:
· video Appointments, it is your responsibility to ensure that you are ready and available ahead of your Appointment, and ensure that both video and voice are functioning.
· For in person appointments, it is your responsibility to attend on time. The doctor may not be able to see you if you are late. Refunds will not be issued for late attendances and will regarding the same as short notice cancellations.
6. Alkali Health reserves the right to deny any person access to the Platform or the Services.
7. Alkali Health reserves the right to deny any person access for any inappropriate acts which may include but are not limited to inappropriate, abusive, offensive behaviour or remarks.
8. Follow up Appointments – Alkali Health may advise that a follow-up appointment may be necessary. This will enable Alkali Health as well as you, as the patient to assess the results of the treatment and/or to address any queries you may have in relation to your treatment. The healthcare professional treating you will assist in the booking of a follow-up appointment. Alkali Health will remind you by email and text message if the follow up appointment is not booked, up to and including the last day of the period. However, the booking of follow-up appointments lies completely at the sole discretion of our patients.
12.Amending and cancelling Appointments
1. You may cancel an Appointment at any time up to 48 hours prior to the time at which your Appointment is due to begin and you may amend an Appointment at any time up to 24 hours prior to the time at which your Appointment is due to begin. If you have amended the Appointment the fee for Services ( “Fee”) will be credited/adjusted towards the rescheduled Appointment. If you have cancelled the Appointment, you will receive a full refund of the Fee that you have paid, provided all such cancellations/amendments are carried out within the above-mentioned time frame.
2. If you cancel within 48 hours of the Appointment or once the Appointment has begun, Alkali Health will not refund the Fees paid and you agree that in such circumstances all Fees paid by you will be forfeited.
3. If you amend the time slot within less than 24 hours of your Appointment, this will be deemed a cancellation and there is no refund of any Fees paid.
4. If you are late for an Appointment, Alkali Health doctor/healthcare professional reserves the right to either cancel or to continue with the Appointment. In the case of cancellation, there will be no refund and you may be asked to rebook for another Appointment. Should the Appointment continue, it will be deemed as the completion of the entire Appointment, notwithstanding the time that was lost on account of your delay in attending the Appointment.
5. If you have not been able to attend the Appointment because the Platform is unavailable due to a technical fault caused by Alkali Health then Alkali Health will give you an option between a refund of the full fee of your appointment or crediting/adjusting the Fee towards a rescheduled appointment. While Alkali Health will be responsible for the functioning of the Platform it is your responsibility to ensure that your equipment (computer, laptop, netbook, tablet or other mobile device) meets the necessary technical specifications to enable you to access and use the Platform and the Services. Any failure by you to attend an Appointment because your equipment does not meet the necessary technical specifications will not lead to Alkali Health providing you with a refund.
6. If a refund is due, Alkali Health will make the refund to you using the same method used by you to purchase the Appointment, unless agreed otherwise.
13. Doctors
1. Alkali Health doctors/healthcare professionals are fully qualified to work in the United Kingdom (UK) and are registered with the General Medical Council (GMC) or other appropriate regulatory bodies. They undergo external appraisals and specific Alkali Health staff induction and training in accordance with standard practice for health professionals practising in the UK. They receive bespoke training in virtual consultation skills and are monitored and appraised internally by the Alkali Health clinical leadership team.
2. Alkali Health team are all covered with the requisite, adequate and appropriate medical/professional indemnity insurance, as required by the General Medical Council and/or any other relevant regulatory body.
3. The information and advice provided by a Alkali Health doctor/ healthcare professional during an Appointment should be used to increase your awareness of the options you may have available to you. By its nature, a virtual Appointment may not be sufficient in certain circumstances for your needs and is unlikely to be appropriate or sufficient for emergency conditions, where a physical examination or intervention must be/ is likely to be required or where the issue is not suited to remote Appointment. We strongly recommend you share and/or discuss the information from your Appointment with your local doctor/GP and that you return to your local doctor/GP to discuss any significant differences in recommended medical treatment and your concerns about previous medical treatments by your local doctor/GP.
4. The information and advice provided by Alkali Health during an Appointment is based on the information you have supplied to The Lifestyle Health Clinic. It is your responsibility to ensure that this information is correct and complete and you accept that failure to do so (whether intentionally or not) may affect the information and advice that Alkali Health can give to you and, as such, may have consequences for which we are not responsible.
5. If you do not fully understand any information given during your Appointment, it is your responsibility to raise this during your Appointment and Alkali Health will seek to clarify matters for you.
14. Private Prescriptions
1. Alkali Health may issue private prescriptions for medicines only, when in their professional judgment it is in your best interests to receive the medicine in accordance with Alkali Health prescribing guidelines that comply with General Medical Council Guidelines on remote prescribing and essential standards of quality and safety. Alkali Health will refuse to prescribe medicines where you do not consent to share this information with your GP or when they believe it is not in your best interests to receive medicines without the benefit of an in-person consultation. Alkali Health strongly advises you to share information with your regular doctor/GP about any private prescriptions you receive.
2. Certain classes of medications such as specialist drugs, medications requiring close monitoring or controlled drugs and other classes of strong pain killers are not suitable for online prescribing and will not be prescribed by Alkali Health. This is not an exhaustive list and Alkali Health may advise you that a particular medication may not be suitable for an online prescription at the time of the Appointment.
3. If an Alkali Health doctor/healthcare professional issues you a prescription, depending on a number of factors including your location and the medication you have been prescribed, a prescription may be fulfilled in the following way:
• over the counter (where a prescription is not required for your prescribed medication); or
• sent securely and electronically by Alkali Health to a private pharmacy should the patient want us to do so.
• In all instances you or an adult at your delivery address may be required to present photographic ID to collect your prescription to ensure safe dispensing of your medication
4. Where Alkali Health issue you a prescription of any kind, you authorise Alkali Health to share basic identification data with the pharmacy, taking all reasonable steps to protect your personal information, for the purposes of verifying your identification on collection of your prescription. The pharmacy may contact you directly to process the prescription including confirmation of your details and taking payment from you.
5. You acknowledge that you and the dispensing pharmacies are solely responsible for arranging to receive medication and paying for such medication and delivery (if/where a delivery service is used) on such terms that, you agree with the pharmacy that dispenses the medication. You are under no obligation to purchase any prescribed medication, i.e. medication prescribed by Alkali Health.
6. You will comply with any and all instructions given in relation to any prescription provided to you including in particular, route, timing and dosages; you will promptly report any side effects of any prescription to a doctor either affiliated with Alkali Health or your GP/NHS practitioner; you will protect anything prescribed to you and not permit any other person access to the prescribed medication; you will not use any prescription after its expiry date.
7. You agree that the medication prescribed to a patient is for the exclusive use and reference by the patient. You cannot use the prescription as a reference to prescribe medication to any other person who you believe shows similar symptoms as the patient and for which the Alkali Health doctor/healthcare professional had prescribed the medication. Alkali Health will not be responsible for the prescriptions written out by The Lifestyle Health clinic doctors/healthcare professionals being prescribed to and used by persons other than the patient to who the medication was prescribed.
8. You are advised to inform your registered GP or other healthcare provider of any medication changes advised by Alkali Health.
Our liability
1. Nothing in these Terms shall limit or exclude our liability to you for:
• death or personal injury caused by our negligence, which does not include the negligence of doctors and healthcare professionals providing their services through Alkali Health;
• fraudulent misrepresentation which does not include the fraudulent misrepresentation of doctors and health care professionals providing their services through Alkali Health Platform; or
• breach of terms implied by the Consumer Rights Act 2015 which does not include the breach of terms implied by the Consumer Rights Act 2015 by doctors and healthcare professionals providing their services through Alkali Health Platform
3. It is your responsibility to verify that a particular doctor/healthcare professional has the expertise or is skilled in the medical field to which your query relates.
4. The Lifestyle Health Clinic’s responsibility and liability are restricted to ensuring that every doctor/healthcare professional engaged by Alkali Health possesses the necessary qualifications required by the and/or the General Medical Council and/or any other regulatory body and that each such doctor/healthcare professional has the requisite professional indemnity cover as prescribed by the General Medical Council and/or any other relevant regulatory body.
5. Alkali Health takes the interests and health of its users very seriously and Alkali Health, shall therefore always endeavour to ensure that the doctors/healthcare professionals affiliated with Alkali Health fulfill their contractual obligations of providing a good standard of service and of prioritising the interests of patients.
6. Alkali Health has no liability for the quality or type of service or goods provided by any third party it may mention, or which may be linked on the Platform.
7. We are not responsible for delays outside our control. If our supply of the Service is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the supply of Service to you or to cancel an Appointment and receive a refund for any Appointments you have paid for but not received.
8. We are not liable for business losses. We only supply the Services for domestic and private use. If you use the Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
9. We are not liable for any consequences if you use any medication prescribed by Alkali Health doctors/healthcare professionals:
(a) for purposes other than for which they have been prescribed.
(b) in a manner and in doses other than in which it was prescribed to be taken.
(c) if you administer the medication or advice the use of medication to any other person.
10. We will not be held liable if you use prescriptions, advice, and diagnoses provided by Alkali Health doctors/ healthcare professionals to advice or provide treatment to other persons who may or may not show similar symptoms relating to which the advice, diagnoses, treatment or prescription was provided by Alkali Health doctors/healthcare professionals.
11.Referrals
a. Subject to your agreement, Alkali Health can suggest or provide referrals to specialists where clinically appropriate and suitable. Alkali Health will always make best efforts to ensure the most appropriate referral and recommendation is made where necessary.
b. Alkali Health referrals may not specify a named individual consultant but are made on an ‘open referral’ basis specifying the appropriate medical specialty.
c. Any referrals made by Alkali Health will be to serve our patients’ best interests and to prioritise our patients’ health.
12.Diagnostic tests
a. Alkali Health can make referrals for private blood tests by a third-party provider (“Provider”). You acknowledge that you are solely responsible for arranging, undertaking, and paying for such tests, if you choose to undertake them with the appropriate Provider of these tests. You agree to comply with any instructions provided in relation to the testing services including (without limitation) in relation to the booking and administration of investigation, payment, and results management via the Platform, again using ‘Stripe’. The processing time of tests may vary according to the Provider used by you and Alkali Health cannot influence this directly and cannot guarantee the availability of the services from test Providers and shall not be liable for any acts or omissions of the test Providers.
b. By requesting a referral to a Provider, you authorise Alkali Health to share your basic identification data with the selected Provider for the purposes of verifying your identification on arrival for your referral appointment. Alkali Health will take all reasonable steps to protect your personal information in accordance with our Privacy Policy.
c. If your pathology tests are completed using a Alkali Health third party provider, your results will be uploaded securely onto your individual secure profile, and you explicitly consent to that by agreeing to undergo an agreed investigation. Your results will be shared with you directly by secure electronic format and you will be required to input your date of birth to be able to see your results. You may be required to book a follow up appointment with Alkali Health for a review of your investigation results.
13.General
a. You may not transfer or assign any or all of your rights or obligations under any of these Terms.
b. All notices given by you to Alkali Health must be given in writing to the address set out at the end of these Terms or via email at info@alkalihealth.com. We may give notice to you at either the email or postal address you provide to us when registering on the Platform.
c. If we fail to enforce any of our rights or there is a delay in doing so, that does not result in a waiver of that right.
d. If any provision of these Terms is found to be unenforceable, all other provisions shall remain unaffected.
e. These Terms are governed by English law and you and we submit to the nonexclusive jurisdiction of the courts of England and Wales. If you live in Scotland you can bring legal proceedings in respect of the Service in either the courts of Scotland, England and Wales. If you live in Northern Ireland you can bring legal proceedings in respect of the Service in either the courts of Northern Ireland, England and Wales.
14.Complaints
a. Alkali Health welcomes all feedback and you can make contact by emailing us at info@alkalihealth.com
b. If you have a complaint, Alkali Health will always endeavour to resolve the issue quickly and easily often at the time that it arises.
c. If you would like to make a formal complaint you should do so as soon as possible. This will help us to establish what happened most easily. If this is not possible, your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that problem.
d. You should make your complaint in writing by email via
info@alkalihealth.com or by post at Alkali Health- 36 Carroll Close, Newport Pagnell, MK16 8QQ. You should be specific and concise and always include patient full name, date of birth, address and complaint details.
e. If the complaint concerns a clinical issue, Alkali Health team will ensure that a Alkali Health Lead Doctor will deal with your concerns promptly and in the correct way.
f. If you are not the patient, but complaining on their behalf, you must have their permission to do so.
g. Alkali Health will acknowledge your complaint within 7 working days of receipt and will aim to have fully investigated it within 28 working days from the date it was received. Any delays will always be communicated with you.
h. When we look into complaints, we will investigate the circumstance; make it possible for you to discuss the circumstances and problem with those concerned; ensure you receive an apology if appropriate and possible. We will take all steps to ensure the problem does not occur again.
i. You will receive a final letter setting out the result of any investigation.