TERMS AND CONDITIONS
Rethink Menopause Limited is registered as a Private Company Limited By Shares at Companies House, reference number 14389666. Its registered office is 30 Gay Street, Bath BA1 2PA.
Rethink Menopause Limited is regulated by the Care Quality Commission (CQC).
DISCLAIMER
Rethink Menopause Limited has taken all reasonable steps to ensure that the information contained within these pages is accurate and up-to-date, and accepts no liability for any error or omissions appearing in this site.
We may alter the terms and conditions from time to time, so it is important for you to review them regularly. Your continued use of this website will constitute acceptance of any changes made.
It is our policy to inform patients/service users in advance of what the charges are for all services, treatments and investigations, and that these are offered with your full consent.
Our website contains general medical information. The medical information is not advice and should not be treated as such and is provided without any representations or warranties, express or implied. You must not rely on the information on our website as an alternative to personalised medical advice from your doctor or other medical professional.
Rethink Menopause Limited does not provide an emergency service, and does not replace the care of your usual GP.
Rethink Menopause Limited makes all reasonable attempts to exclude viruses from the website, but we cannot guarantee that the website will be virus free and accept no liability in the unlikely event that the website is not virus free. Users are advised to take appropriate safeguards before downloading information from this website.
Our website contains hypertext links to third party websites. Rethink Menopause Limited cannot provide any warranty to the accuracy or source of information contained on these websites.
By accessing our website and services, you accept the below terms and conditions in full. If you do not accept these terms and conditions, please do not use this site.
Rethink Menopause Limited has a zero tolerance policy to any violent, abusive or threatening behaviour. You are requested to afford the same courtesy to other patients/service users and staff as you would expect to receive yourself. Patients/service users are not permitted to smoke on or near the premises. Patients/service users who are under the influence may be asked to leave the premises. Rethink Menopause Limited may refuse the right to access services.
You have the right to practise your beliefs, religion, or culture without constraint by restrictive or discriminatory practice. Complaints of discriminatory practice will be thoroughly investigated, and the results of the investigation made known to the complainant.
CONSENT
The basic principles upon which our services are provided to you are outlined below. All patients/service users are requested to give consent to receiving care and treatment from Rethink Menopause Limited based upon these principles and understandings.
Our Staff
All are staff:
- Are fully trained and experienced for their role.
- Are on the relevant professional registers.
- Are required to undergo stringent checks before being permitted to work for our Company.
- Keep up to date with their professional practice.
- Are committed to delivering the best possible service for you.
- Are required to adhere to strict professional standards and ethics.
CCTV
CCTV may be used at the entrance to the premises in order to protect your security and well-being. We have strict protocols in place in order to protect unauthorised access to or release of CCTV images.
EMAIL ENQUIRIES AND COMMUNICATION
Rethink Menopause Limited will make every effort to ensure that communication protocols are secure. However, email is, by its nature, unsafe and Rethink Menopause Limited will take no responsibility for transmitting data electronically. Rethink Menopause Limited will aim to respond to all emails within 2 working days, but replies may on occasion take up to 1 week depending on other commitments.
If you request clinical information on our services, this will be transmitted back to your email address unless you explicitly request that we send this information to you via a different method, such as by post.
By sending us your details (including your health records), you consent and accept that we may need to forward this information electronically (or otherwise) to third parties if you ask us to do so (which you can do via email confirmation).
Upon registering with us, you will be asked to give your consent for Rethink Menopause Limited to communicate with you via email for clinical as well as non clinical information containing your personal details (form available here).
Rethink Menopause Limited will make every effort to ensure we have your correct and up to date email address for all communications, but as the user, it will be your responsibility to ensure that we have the correct email address on file for you. Rethink Menopause Limited takes no responsibility for inaccurate non clinical information stored on your records.
If you do not want to be communicated with via email, it will be your responsibility to give Rethink Menopause Limited written instructions not to communicate with you in this way.
Furthermore, consent obtained via a confirmed verified email address will be used as explicit consent for your instructions (such as release of information to a third party).
We are always trying to improve our service. Any feedback emailed to us may be used on our website. This will be fully anonymised unless you give us explicit written instructions (even via email) to the contrary.
BOOKING YOUR APPOINTMENT
Your menopause consultation will be a 45 minute video or face to face appointment with Dr Sam Morgan, GP & British Menopause Society (BMS) Specialist. A GP referral letter is welcomed, but not required to book an appointment with Rethink Menopause Limited.
The appointment booking is made via the Rethink Menopause website on the Semble platform, and a booking confirmation email is sent to you. Appointments are available to women and female bodied individuals, living in the UK, aged over 18 and experiencing or suspecting perimenopause or menopause. The appointment can be added directly into your electronic calendar, and if the consultation is taking place via video the link will also be added to the electronic calendar diary entry. A booking confirmation email (also containing the video link) will be sent to you within a a few minutes of booking. If this is not received, please check your junk mail, and if nothing is showing please email Rethink Menopause Limited to see if the booking has been made. Payment is taken at the time of booking. As menopause is a natural process and not an illness or disease, menopause care is not usually covered by private health insurance.
You will receive a secure pre-consultation form to complete. Please include your medical history, family history, medication history (including over the counter medication), and drug allergies. Please try to check your weight, height and blood pressure in advance of the appointment. Many high street pharmacies now offer free blood pressure checks. An emergency contact (name and phone number) is also requested. All information is stored securely on the Semble system, in line with GDPR regulations. If you have any relevant letters about your medical history, or test results you can upload them to your Rethink record via the Semble portal. Please install the NHS app if you do not have use of it already, and ask the administration team of your registered GP surgery to activate the detailed view on the NHS app.
Medical history, medications, allergies and NHS results can be accessed via the NHS app. It is essential that Rethink Menopause has a complete record of your medical history, to ensure the advice given is safe and appropriate.
If you are running late for your appointment, please email [email protected] to inform us. We will do our best to accommodate you, but may not be able to if you are over 10 minutes late.
The consultation will clarify your symptoms, medical history, family history, medication history (including over the counter medicines and drug allergies) and results of any relevant investigations. We will form a personalised evidence-based plan to optimise your menopause care through any of the following – information and support, lifestyle measures, hormone replacement therapy (HRT) and non hormonal treatments.
Video consultations take place via a secure system called Semble. You will be asked to provide photographic identification to confirm your identity at the initial appointment. Please arrange to be in a quiet confidential space for your video appointment. The technology is very reliable, if for some reason the connection fails Dr Morgan will telephone you.
Dr Morgan will advise on any recommended investigations and can organise blood tests to be undertaken privately via Nationwide Pathology. They have nurse-led clinics throughout the UK and are also able to offer home visits for blood test appointments. Dr Morgan will discuss how you would like to receive the results of any blood tests, for example by telephone, email or at the follow-up appointment.
Dr Morgan will issue any private prescriptions that have been agreed to the online pharmacy cloudrx. They will then contact you for payment and arrange secure delivery of your medications to you. As this is a private consultation Dr Morgan cannot issue NHS prescriptions.
A letter to both you and your GP will be provided within one week of your consultation, summarising the consultation and any plans that were made. Dr Morgan will include any useful resources for you in this letter. Dr Morgan will specify any prescriptions that have been recommended and/or issued in this letter, as it is very important your GP has a complete record of all medications you are taking. Dr Morgan will also detail any investigations or referrals for further care that have been recommended, making sure to clarify if Rethink Menopause Limited is organising these, or if they have been requested to be undertaken in primary care.
One month after the consultation Dr Morgan will send you a follow-up email to check-in and see how you are getting on. This is a chance for you to ask any further questions, or to clarify any part of the care plan.
Cancellation and pricing policy
You can cancel your appointment via Semble but if less than 3 working days notice is given 50% of the fee will still be payable. If a face-to face appointment has been booked and you cannot attend because of infective symptoms eg covid 19, the appointment can be converted to a video link appointment at the same time, at no extra cost.
The fee structure is detailed on the website and subject to change without notice but you will be charged the price at the time of your booking. Additional services to those provided on the website may incur an additional fee.
There may be occasions where price changes are implemented and these can occur without warning. However, we will uphold the price on the day of your booking.
Refunds
Fees charged are for the delivery of a consultation or health check, which is inclusive of;
- consultation and assessment
- provision of information and advice
- personalised care plan
Whilst we undertake to provide an excellent service that delivers personalised care in experienced hands, we cannot guarantee your results and cannot offer refunds if the results achieved fail to meet your expectations.
PRIVACY POLICY
Fair Processing (Privacy) of Personal Data Notice Your Information, Your Rights
Being transparent and providing accessible information to patients/service users about how we will use your personal information is a key element of the Data Protection Act 1998 and the EU General Data Protection Regulations (GDPR).
The following notice reminds you of your rights in respect of the above legislation and how this clinic will use your information for lawful purposes in order to deliver your care and fulfill our legal obligations.
This notice reflects how we use information for:
- The management of patient records;
- Communication concerning your clinical care;
- Ensuring the quality of your care and the best clinical outcomes are achieved through clinical audit and retrospective review.
Data Controller
As your registered private menopause specialist, we are the data controller for any personal data that we hold about you.
What information do we collect and use?
All personal data must be processed fairly and lawfully, whether it is received directly from you or from a third party in relation to your care.
We will collect the following types of information from you or about you from a third party (provider organisation) engaged in the delivery of your care:
- ‘Personal data’ meaning any information relating to an individual that can be directly or indirectly identified from the data. This includes, but is not limited to, name, date of birth, address with postcode, telephone numbers and next of kin.
- ‘Sensitive data’ such as medical history including details of appointments and contact with you, medication, clinical notes, treatments, results of investigations, supportive care arrangements, social care status, race, ethnic origin.
Your healthcare records contain information about your health and any treatment or care you have received previously from us at Rethink Menopause Limited, but may also contain records from any health care provider that we have referred you to or that you have volunteered to give us to keep on file (e.g. from an acute hospital, NHS GP surgery, mental health care provider, physiotherapist). These records will be in electronic format, we do not keep paper copies of medical data at this clinic.
We use a combination of technologies and working practices to ensure that we keep your information secure and confidential.
Why do we collect this information?
As we are a private menopause clinic and not an NHS practice we are not routinely required to provide information to the health service in England in order to review performance, services and research or education. However, we are required by law to notify the relevant authorities in the case of certain infectious diseases or very significant events that are in the interest of the public or vulnerable individuals. Information provided will always be anonymous whenever possible.
How do we use this information?
To ensure that you receive the best possible care, your records will be used to facilitate the care you receive. For example, recording medication allergies on the patient record will help to prevent the wrong medication being prescribed. Information may also be used for internal clinical audits to monitor the quality of the service provided.
How is the information collected?
Your information will be collected initially via your registration form and a medical record created in your name on our electronic medical record. Your data is protected using state-of-the-art security, is fully backed up and highly encrypted.
Who will we share your information with?
We do not share your medical information with your NHS GP practice without your express consent, and unless this is required by statute or for compliance with the Good Medical Practice guide issued by the UK General Medical Council.
However, in order to deliver and coordinate your healthcare, we may share information with the following organisations only with your consent:
- Any private hospitals or clinics that you request us to refer you to.
- Your NHS GP Surgery if you request that we send them a copy of our records.
Your information will only be shared if it is appropriate for the provision of your care or required to satisfy our statutory function and legal obligations. Your information will not be transferred outside of the European Union.
Who do we receive information from?
Whilst we might share your information with the above organisations, we may also receive information from them to ensure that your medical records are kept up to date and so that we can provide the appropriate care.
How do we maintain the confidentiality of your records?
We are committed to protecting your privacy and will only use information that has been collected lawfully. Every member of staff who works for us has a legal obligation to keep information about you confidential. We maintain our duty of confidentiality by conducting annual training and awareness, ensuring access to personal data is limited to the appropriate staff and information is only shared with organisations and individuals that have a legitimate and legal basis for access.
Information is not held for longer than is necessary. We will hold your information in accordance with the Records Management Code of Practice for Health and Social Care 2016.
Consent and Objections
The GDPR sets a high standard for consent. Consent means offering people genuine choice and control over how their data is used. When consent is used properly, it helps you build trust and enhance your reputation. However consent is only one potential lawful basis for processing information. Therefore a clinic may not need to seek your explicit consent for every instance of processing and sharing your information, on the condition that the processing is carried out in accordance with this notice. Rethink Menopause Limited will contact you if we are required to share your information for any other purpose which is not mentioned within this notice. Your consent will be documented within your electronic patient record.
What will happen if I withhold my consent or raise an objection?
You have the right to write to withdraw your consent at any time for any particular instance of processing, provided consent is the legal basis for the processing. Please contact Rethink Menopause Limited via [email protected] for further information and to raise your objection.
Your Right of Access to Your Records
The Data Protection Act 1998 and General Data Protection Regulations allows you to find out what information is held about you including information held within your medical records, either in electronic or physical format. This is known as the ‘right of subject access’.
If you would like to have access to all or part of your records, you can make a request in writing to our email [email protected] or you may write to:
The Registered Manager
Rethink Menopause Limited
Garden Studio,
11 Brynland Avenue,
Bishopston,
Bristol.
BS7 9DR.
Complaints regarding data
In the event that you feel Rethink Menopause Limited has not complied with the current data protection legislation, either in responding to your request or in our general processing of your personal information, please raise your concerns in the first instance by contacting [email protected].
If you remain dissatisfied with our response you can contact the Information Commissioner’s Office.
COMPLAINTS
Our aim is to be as open as possible with all our patients/service users and we will try our utmost to deliver the best service possible. Rethink Menopause Limited welcomes feedback of suggestions, compliments, concerns and complaints and we offer a range of ways to provide it.
The Rethink Menopause Limited website has a contact page where feedback can be shared.
You can email Rethink Menopause Limited on [email protected].
You can write to Rethink Menopause Limited at Garden Studio, 11 Brynland Avenue, Bishopston, Bristol. BS7 9DR.
We are committed to an effective and fair complaints system and we support a culture of openness and willingness to learn from feedback. We aim to provide the highest standards of care.
If you wish to make a formal complaint please write or e-mail to Rethink Menopause Limited clearly stating the nature of the complaint and giving as much detail as possible concerning dates, times and if known names of staff members. This will enable us to acknowledge and address the issues raised promptly and effectively.
The CQC Registered Manager will acknowledge receipt of a written complaint, to the complainant’s postal or email address provided within 3 working days of receipt (unless a full reply can be sent within 5 days).
A full response to the complaint will usually be made within 20 working days. Where the investigation is still in progress, a letter will be sent explaining the reason for the delay, at a minimum every 20 working days.
Rethink Menopause Limited will keep a Complaints Register. The information in the register will be audited at least annually.