Terms and conditions

In booking an appointment, you are agreeing to pay the appointment fee.

A confirmation email will be sent at the time of payment. The fee is due in advance of the consultation. Other fees, such as for blood tests will be discussed and agreed during the course of your episode of care, and will also be payable in advance.

Fees:

New consultation £225
Any review consultations £150

If you select a Payment Plan it is set at £75 for 7 payments over 7 months to ease the affordability. This is a straight forward payment plan to cover the initial consultation and 2 subsequent consultations. 

GP letter/other referral letter not associated with the consultation £40

HRT prescribing fee if outside the consultation £30

Tests – as below

Tests may be suggested to investigate for possible causes of symptoms or to support a management plan. Blood tests typically range from £85-£170 plus a surcharge for phlebotomy fees. You will be advised during the consultation if any tests are indicated and the costings. Blood tests are not taken during the consultation but at a hospital or clinic local to you, using Nationwide pathology service.

On occasion a pelvic ultrasound may be advised to investigate symptoms – you will be advised re locations to arrange this privately, or if via the NHS a letter will be sent to your GP re clinical indications for organising an NHS referral

The Process:

Prior to a new consultation, an electronic pre-appointment questionnaire will be completed. If any tests are arranged following a new consultation then a review consultation will be booked on receipt of the results, to discuss the results and management plan; otherwise if no tests are arranged the management plan will be discussed in the new consultation.

You will be fully involved in discussions about suggested treatment or management plan. This will include detailed diet and lifestyle advice and may include suggested supplements and/or option for hormone replacement therapy if indicated.

For peri-menopause/menopause consultations, if hormone replacement therapy is indicated you will receive detailed information on indications for treatment, options for treatment, benefits, risks and potential side effects, so that you can make an informed decision about whether it is right for you. Note there are a few contraindications for hormone replacement therapy and if it is contraindicated or you prefer not to take it, then alternative therapies will be discussed.

Any GP letter associated with the consultations will be included within the pricing. Any GP letters or other referral letters will be charged if outside the consultation due to time incurred – £40

Prescriptions:

Prescriptions will typically be through CloudRx, an online prescription service. Charges for prescriptions through CloudRx include the medication plus a postal fee.

Note that only private prescriptions can be given.

If hormone therapy replacement is initiated, usually a 3 month prescription is given, together with a letter to the NHS GP with your consent.

Following discussion regarding a management plan (either during a new consultation, or at review appointment after having tests), a 30 minute review appointment will be arranged with Hampshire Health and Hormones. This is typically 2.5-3 months later. This is a chance to review progress and the treatment/management plan, and to make any adjustments if indicated. After then you have an option of discussing with your GP re ongoing NHS prescriptions or if you prefer, to continue with private prescriptions via Hampshire Health and Hormones.

If continuing care with Hampshire Health and Hormones, then a review would typically be every 6-12 months once symptoms are treated/stable.

Cancellations:

If an appointment needs to be cancelled or moved to an alternative date, please contact hello@healthandhormones.co.uk

If a new patient appointment has been booked there is a 24 hour ‘cooling off period’ in which a cancellation can be made with no charge.

If a booked appointment is cancelled with less than 7 days notice and you do not wish to reschedule it, you will be liable for a cancellation fee equal to 50% of the appointment fee. If a cancellation is less than 48 hours before an appointment, then a full appointment charge will be due regardless of the reason for the cancellation.

If, due to unforeseen circumstances, Hampshire Health and Hormones is not able to honour your original appointment time, then we will work with you to reschedule a mutually convenient time, and if we cannot agree a mutually convenient time then we will offer a refund.

Respect

Our ethos is based around mutual respect between doctor and patient. We will endeavour to treat you, our patient, with respect at all times. We ask that you reciprocate. Any threatening, violent, or abusive behaviour towards anyone in Hampshire Health and Hormones may result in your appointment being terminated. No refund will be given in this circumstance. We reserve the right to decline to offer further appointments to any patient who has been threatening, violent, or abusive towards anyone in Hampshire Health and Hormones.

IT system and communications

We use Semble as our clinical record system. This a market-leading cloud-based electronic record used by many private clinics. Semble allows us to communicate with patients via secure email. If you do not wish to receive secure emails from us, please speak notify us so that we can discuss alternative solutions.

GDPR and code of conduct

Under the provisions of the GDPR Act 20018, I understand that Dr Katherine Hodgkinson needs my consent to keep information about me and my health on the practice computer system.

I understand that the information Dr Katherine Hodgkinson may hold can include my personal identification data (name, address, telephone number etc.), my medical condition(s) and any medication prescribed to me, which is necessary to provide treatment to me.

I agree that Dr Katherine Hodgkinson may hold, update and use my information for the purposes of monitoring and improving the service. The information may be anonymised and used for research purposes.

I understand that my personal information will not be provided to other health professionals or organisations without my permission.

I understand I have the right to gain access to and to correct the information.

I understand that I am entitled to change my consent at any time and I will request a new consent form from Dr Katherine Hodgkinson if I wish to alter my consent.

I understand that Dr Katherine Hodgkinson is bound by and will adhere to the General Medical Council Code of Conduct at all times.

Complaints policy

Complaints Policy

1. INTRODUCTION

This policy outlines procedures and responsibilities within Hampshire Health and Hormones for handling any concerns, issues or complaints that may arise.

2. PURPOSE AND OBJECTIVES

The purpose of this policy is to ensure that any complaints or concerns by patients are correctly managed.

Hampshire Health and Hormones , although an independent body aspires to meet the principles set out in the NHS Constitution which are:

• The right to have any complaint made about our services dealt with efficiently and to have it properly investigated.

• The right to know the outcome of any investigation into a complaint.

• The right to take a complaint to independent review if the complainant is not satisfied with the way their complaint has been dealt with by us

• The commitment to ensure patients are treated with courtesy and receive appropriate support throughout the handling of a complaint; and the fact that they have complained will not adversely affect their future treatment.

• When mistakes happen, they shall be acknowledged; an apology made; an explanation given of what went wrong; and the problem rectified quickly and effectively.

• Demonstrating a commitment to ensure that the organisation learns lessons from complaints and claims and uses these to improve our services.

This policy serves to indicate how issues concerning patient concerns or complaints should be managed within the organisation.

DUTIES AND RESPONSIBILITIES

The Registered Manager holds overall responsibility for ensuring the development, implementation and operation of this policy regarding complaints. This will include appointment of a designated Complaints Manager.

The Registered Manager will also lead and oversee the process of the implementation of this policy, as well as monitoring its compliance and effectiveness.

Our designated Complaints Manager will be:

• Responsible for managing the procedures for handling and considering complaints.

• Ensuring that replies are drafted and signed by the Registered Manager or other authorised person.

• Responsible for ensuring that action is taken if necessary, in the light of the outcome of a complaint or investigation.

• Responsible for the effective management of the complaint’s procedure.

POLICY STATEMENT

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, patients have a right to be listened to and to be treated with respect.

As an authorised provider, Hampshire Health and Hormones will manage complaints properly so user concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring our users receive the service they are entitled to expect.

Complaints are also a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

Our Aims & Objectives

• We aim to provide a service that meets the needs of our patients and we strive for a high standard of care;

• We welcome suggestions from patients about the safety and quality of service, treatment and care we provide;

• We are committed to an effective and fair complaints system; and

• We support a culture of openness and willingness to learn from incidents, including complaints.

COMPLAINTS PRINCIPLES

• Patients are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.

• All complainants are treated with respect, sensitivity and confidentiality.

• All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.

• Patients and staff can make complaints on a confidential basis or anonymously if they wish and be assured that their identity will be protected.

• Patients will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.

• Formal responses sent will include a right to appeal if the complainant remains unsatisfied.

COMPLAINTS PROCEDURE

Hampshire Health and Hormones aims to provide all patients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service. The complaints full policy is made available to patients, their affected relative or a representative when they first raise concerns about any aspect of the service they have received.

Stage 1 – Local Resolution

1. All complaints should be raised directly with the Registered Manager in the first instance and should normally be made as soon as possible / within 6 months of the date of the event complained about, or as soon as the matter first came to the attention of the complainant.

2. The Patient will be given a copy of the complaints procedure and invited to attend a face-to-face meeting with the Registered Manager and other relevant parties to talk through their concerns and to try and resolve the issue at an early stage.

3. The Registered Manager will go through a thorough process of investigation to include reviewing the case in detail and taking statements from all members concerned. The Registered Manager responds directly to the person who has made the complaint, whether the complaint was made verbally, by letter, text or email.

4. To make a formal complaint the complainant should write or e-mail to hello@healthandhormones.co.uk clearly stating the nature of their complaint and as much detail as possible. This will enable us to acknowledge and address the issues raised promptly and effectively.

5. The Registered Manager will acknowledge receipt of a written complaint, to the complainant’s postal address provided (or via email) within 3 working days of receipt (unless a full reply can be sent within 5 days).

6. The Registered Manager will investigate all complaints. Where Provider is unclear on any point or issue regarding the complaint, it will contact the complainant to seek clarification.

7. A full response to the complaint will usually be made within 20 working days or, where the investigation is still in progress, send a letter explaining the reason for the delay to the complainant, at a minimum, every 20 working days. The aim should be to complete stage 1 in most cases within three months.

In the event that the complainant is dissatisfied with the response to their complaint they can escalate their complaint to Stage 2 (or direct to Stage 3 for smaller organisations for which Stage 2 is not a practicable option), and must do so in writing, within 6 months of the final response to their complaint at Stage 1.

Stage 2 – Complaint Review

(Note- Stage 2 is for use in larger organisations where it is practicable to undertake independent internal reviews of complaints; if Stage 2does not apply, Stage 3 will then be used)

1. If the complainant escalates their complaint to Stage 2, the Registered Manager will provide a written acknowledgement to complainants within 3 working days of receipt of their complaint at stage 2 (unless a full reply can be sent within 5 working days).

2. The CQC Registered Manager will have arrangements in place by which to conduct an objective review of the complaint. Normally this will involve a senior member of staff who has not been involved in handling of the complaint at stage 1.

3. Stage 2 shall involve a review of all the documentation and may include interviews with relevant staff. The records made as part of the stage 2 review should be complete and retained since these may be required later in the process.

4. Provide a review of the investigation and the response made at stage 1.

5. Invite the clinic that responded at stage 1 to make a further response, where there is an opportunity to resolve the complaint by taking a further look at a specific matter. The complainant should be kept informed where this happens.

6. Consider whether the review at stage 2 would be supported by facilitating a face-to-face meeting (or teleconference, where acceptable) between the complainant and those who responded to the complaint at stage 1.

7. Provide a full response on the outcome of the review within 20 working days or, where the investigation is still in progress, send a letter explaining the reason for the delay to the complainant, at a minimum, every 20 working days.

8. The aim should be to complete the review at stage 2 in most cases within three months.