A. SELF-PAY: FIXED PRICE PACKAGE
Package Price and Payments
A.1 We will supply the Services to you as set out in the Treatment Letter, which details the care and treatment you will receive from us under the Self-Pay Package. The Treatment Letter will also set out the Package Price that we have calculated for your Self-Pay Package. The Treatment Letter will also include methods of payment.
A.2 What will determine your individualised price package and what it will entail.
a. The nature of your procedure as per the consultant’s medical advice
b. Post-operative management
c. Any clinical investigations which may include blood tests and diagnostic scans done during admission
d. The complexity of your care and treatment.
e. Your consultant’s or other healthcare professional’s operating fee and anaesthetist’s fee while you are at Kliniken.
f. If necessary, any pre-operative assessment at Kliniken to determine your fitness for the procedure immediately prior to your admission.
g. Kliniken’s theatre fees, treatments, drugs, dressings, pathology, histology and consumables.
h. Nursing care while you are at Kliniken or its Contracted services.
i. Any standard prosthesis typically used for the procedure that you are having done.
j. Up to six months post-operative care where clinically required by your consultant provided it takes place at Kliniken, including:
(i) Removal of stitches, dressings or plaster, if required.
(ii) Any tests and scans, where clinically required.
(iii) A follow-up appointment with your consultant, and
(iv) Treatment for any clinical complications, as explained in the paragraph, below.
Follow-up and Complications
Any Self-Pay Package price and other non-packaged price covers any medical or surgical complications directly related to your surgery for six months following your procedure provided that:
a. Such post-operative care and complications are treated at Kliniken Ltd; and
b. You have followed the advice of your consultant and other healthcare professionals involved in your care or treatment at Kliniken Ltd. The decision as to whether a complication is related to the procedure rests with your consultant or the healthcare professional treating you.
c. If your treatment involves cosmetic surgery and this surgery does not match your consultant’s expectations, revision surgery may be provided free of charge (subject to approval of the director of Kliniken Ltd), provided this is identified by your consultant within six months of your initial admission. If the cosmetic result of your surgery meets the consultant’s expectation, any revision surgery will be chargeable at Kliniken and the consultant’s standard rates.
A.3 Costs incurred that are not included in the Package Price will be charged at Kliniken’s standard rates.
A.4 The Self-Pay Package does not include any of the following:
a. The consultant’s or any other healthcare professional’s fee for the initial outpatient consultation
b. Diagnostic tests or services received prior to your admission, whichever is first, and these will be invoiced separately by your consultant direct or by us (as agent for your consultant),
c. Any care or treatment provided anywhere other than at Kliniken
d. Any long-term care, treatment, or care that is not related to your Self-Pay Package.
e. Take-home drugs advised or prescribed by your consultant
f. Convalescence, treatment, accommodation or meals provided after your consultant has advised that you are fit for discharge,
g. Personal costs such as telephone charges, visitors’ meals, and other sundries
i. Any replacement prosthesis or other items where required due to normal wear and tear, and
j. Any costs or fees not specified as included, as set out in paragraph A.5, or care listed in your Treatment Letter as being excluded from the Package Price, provision of any of the above will be charged separately to you at Kliniken’s standard rates and you will be responsible for payment of those charges.
A.5 Any medical treatment not related or connected with the care and treatment identified at your pre-assessment which requires a separate pathway of care, or is not clinically required, whether or not carried out at Kliniken even if you are not discharged from Kliniken, is not included in the Self-Pay Package.
B. SELF-PAY: ALL PATIENTS
Your Rights to Cancel and Refund Terms
B.1 If you decide not to go ahead with your procedure or any other services as part of your Self-Pay Package, you may contact us during Kliniken’s working hours. You will be required to pay for any care received up until the point of cancellation. This will be charged at Kliniken’s standard rates. We reserve the right to charge a cancellation fee.
Cancellations made before 28 working days prior to the procedure date will incur 25% of the total package price
Cancellations made 15 working days prior to date of the procedure will incur 75% of the total package price
Cancellations made 7 working days or less, prior to and including date of the procedure will incur 100% of the total package price.
B.4 We will refund any advance payment made by you or on your behalf, less any amount that you owe to Kliniken and/or a consultant, for Services that we have not yet provided to you.
B.5 If your consultant cancels your treatment because they consider it is not in your best interests for medical reasons, and you have already paid for your Self-Pay Package, we will refund your payment. Note that you will not be required to pay for any care included in your Self Pay-Package that you received up until the point of such cancellation.
Our Rights to Cancel and Refund Terms
B.2 We will make every effort to provide the Services on the date that we have specified. However, we cannot promise this and we reserve the right to refuse your admission or to cancel or change the date of your admission. There may be delays or cancellations for any reason, such as because of an event outside our reasonable control, for operational or technical reasons or because your consultant does not think it is in your best interest for medical reasons. If this happens, we will give you as much notice as possible. Where possible, as appropriate, we will always try to rearrange any appointment or admission dates with you.
Where we are required to cancel the appointment or refuse admission, any advance payment for Services that have not been provided will be refunded to you. We will refund these amounts by cheque or by electronic transfer only to the cardholder or other person who made the original payment.
B.3 Please note we do not make refunds in cash.
B.4 We may cancel any appointment or admission date or any care or treatment at any time if you do not pay us when you are supposed to.
C. INTERNATIONAL PATIENTS
C.1 By signing a Registration Form and agreeing to these Terms you confirm that you have all the necessary documentation to enter the UK and that you meet all relevant immigration criteria. You also confirm that you have made adequate arrangements to pay for your care. Kliniken may contact the Home Office or UK Border Agency (as relevant) to the extent necessary to clarify any information regarding your visa to enter or remain in the UK in connection with your care.
D. OTHER TERMS AND CONDITIONS
D.1 While Kliniken and your consultant always do the best to meet your expectations and ensure a satisfactory outcome, we cannot guarantee the result of any procedure, care or treatment, and it is possible that complications with your treatment or surgery can occur. Your consultant will explain these to you before your treatment.
D.2 The decision as to whether you are fit for discharge rests with your consultant. If, with the agreement of Kliniken, you decide to stay under Kliniken’s care (at another site) beyond the date that your consultant considers is appropriate for you to be discharged, Kliniken’s standard rates will apply and you will be invoiced separately. If you discharge yourself against the advice of your consultant no further services will be provided as part of the Self-Pay Package (as appropriate), and no refund will be given if you leave Kliniken earlier than expected.
D.3 We will need certain information from you that is necessary for us to provide the Services, and this can be asked for by anyone involved in your care or treatment, including by our staff at Kliniken, by your consultant or other medical professionals or in your Treatment Letter. If, after being asked by us, you do not provide us with this information, or you provide us with incomplete or incorrect information, we may not be able to provide you with a full range of Services. On the occasion that incorrect information is provided we will not be held liable if this affects the outcome of your procedure or Service provided to you. Of course, if we are unable to provide the Services to you, you do not have to pay for the Services that we have not provided, but this does not affect your obligation to pay for any invoices we have already sent you for Services we have already provided. Any advance payment you have made for Services that have not been provided will be refunded to you.
D.4 We strongly advise that you avoid bringing any valuables or cash with you to Kliniken. If you do bring any valuables or cash, this is at your risk as we do not accept any responsibility for the theft, loss of, or damage to, any of your or your visitors’ cash, valuables or any other property that you or your visitors bring to Kliniken.
E. CONSULTANTS – YOUR ATTENTION IS DRAWN TO THIS SECTION
E.1 While at Kliniken, you will be under the care of the consultant you have been referred to, who may also involve other consultants in your care, if necessary. Kliniken staff, including nurses, will provide your care under your consultant’s instructions.
E.2 Whether or not employed by Kliniken, consultants involved in your care are independent practitioners. Accordingly, Kliniken will not be liable for any act or omission of a consultant; the consultant will be responsible for the care he or she gives you.
E.3 Your consultant, who may be a physician, surgeon, or anaesthetist, is an independent medical practitioner and is generally not employed by Kliniken. Unless we advise you otherwise, your consultant’s fees, excluding the initial consultation, will be included in your invoice from Kliniken. Please note that we are acting as the consultants’ agent only in collecting those fees: they remain an independent medical practitioners.
E.4 We are not responsible for the acts and omissions of consultants, anaesthetists, or other independent medical practitioners. Your consultant and their secretarial staff do not have authority from Kliniken to quote for hospital charges. Any hospital prices mentioned by them are subject to written confirmation by Kliniken.
Problem with the Services
E.5 If there is any problem with the Services we provide, please contact us and tell us as soon as possible. We will investigate the problem under our complaints procedure and try to repair or fix the problem as soon as we can. Please ask any member of staff at Kliniken for a copy our complaints policy.
E.6 You have legal rights in relation to Services not carried out with reasonable skill and care, or if the materials we use are faulty or not as described. Nothing in these Terms will affect these legal rights.
Events Outside our Control
E.7 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an event outside our reasonable control.
If an event outside our reasonable control takes place that affects the performance of our obligations under these Terms we will contact you as soon as reasonably possible to notify you and our obligations under these Terms will be suspended and the time for performance of our obligations will be extended for the duration of the event outside our reasonable control.
E.8 You may cancel the contract if an event outside our reasonable control takes place and you no longer wish us to provide the Services. Please see your cancellation rights under paragraph B. Where you cancel your procedure due to an event outside of our control no cancellation fee (as set out in paragraph B.3) will be applied.
E.9 These are the Terms and Conditions on which we supply Services to you, along with the Treatment Letter and Informed Consent, form the contract for services between you and us. By signing Terms and Conditions you agree to these Terms and the form of the contract.
E.10 This contract is between you and a member of Kliniken as set out in your Treatment Letter. No other person shall have any rights to enforce any of its terms. These Terms are governed by English law. You and we both agree to submit to the non-exclusive jurisdiction of the English courts.
E.11 If there is any conflict between these Terms and your Treatment Letter or your Informed Consent Form, these Terms will take precedence. If there is any conflict or inconsistency between any marketing materials and these Terms and your Treatment Letter (which together form the contract between you and us) the terms of that contract will take precedence.
E.12 We may transfer our rights and obligations under these Terms to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms.
Changes to these Terms
E.13 We may change these Terms at any time, however any changes to the Terms will only apply to any new care or treatment that you may receive and will not apply to any care or treatment that you may be part through or currently receiving when the change to these Terms is made.
Information and How to Contact Us
E.14 It is important that you keep us updated of any changes in your contact details.
E.15 Kliniken Affiliate responsible for your care will be as set out in your Treatment Letter. If you have any questions or if you have any complaints, or you wish to contact us (for example, to cancel the contract), you can contact us by telephoning our team on the number set out in your Treatment Letter or by e-mailing us at firstname.lastname@example.org. You may also contact Kliniken where you are receiving care or treatment or write to us at the address set out in your Treatment Letter.
Cancellations and Extensions
E.16 We reserve the right to charge a cancellation fee if you cancel any appointment with Kliniken within seven days of your scheduled appointment or admission date. A cancellation fee may be based on any care that you have received up to the point of cancellation and/or any other reasonable costs that Kliniken has incurred.
E.17 If you do not pay for the Services as required, we may not provide any remaining Services to you with immediate effect until you have paid any outstanding amounts.
E.18 When your surgery date has been confirmed, we will provide you with an invoice. A deposit of £1000 is payable and is non- refundable. The deposit must be received no later than 5 working days from the date of invoice in order to secure the surgery date, after which time the date will need to be released for allocation to another patient on the waiting list.
E.19 We will ask you to make a payment in full and in cleared funds 28 days in advance of your admission to Kliniken. If your admission is less than 28 days in advance, we will ask you to make immediate payment in full and cleared funds Payment can be made by bank transfer. Bank details will be provided to you on your Treatment Letter or on the invoice. You can also pay by debit or credit card or cash. We may refuse admission if you have not paid in full. Your rights to a refund on cancellation are set out in paragraph B.8.
F.1 When we use the words “we”, “our” or “us” in these Terms we mean a member of Kliniken Ltd.
F.2 When we use the words “writing” or “written” in these Terms, this will include e-mail unless we say otherwise.
F.3 When the following words with capital letters are used in these Terms, this is what they will mean:
Affiliate: any hospital owned or operated at by any member of Kliniken Ltd.
Kliniken: means Kliniken Ltd or any company under the same control as Kliniken Ltd.
Kliniken Ltd: means the company registered in England and Wales with the company registration number 12532749 having its registered office at The Pines, Oakwood Park Business Centre, Fountains Road, Harrogate HG3 3BF
Kliniken Ltd: means any hospital operated by a member of Kliniken Ltd.
Treatment Letter: the letter that we send to you detailing the care and treatment and the Package Price to be provided to you under a Self-Pay Package or your indicated price where no package is applicable
Package Price: the price that you pay for the Self-Pay Package and which we set out in the Treatment Letter.
Self-Pay Package: the care, treatment or procedures to be carried out at a Kliniken, which we have detailed in the Treatment Letter and for which you have agreed to pay the Package Price.
Services: the services that we are providing to you as set out in the Treatment Letter.
Terms: the terms and conditions set out in this document.