Terms & Conditions

Insurance

Please be aware that Total Orthopaedics does not deal directly with insurance companies. All expected coverage needs to be agreed with your insurer before booking. You will be asked to provide your insurance member number and your claim number at the time of booking.

Payments

Payment for all services provided by Total Orthopaedics are required to be settled prior to or at the time of the in-person or video/phone consultation, imaging scan or surgery. Depending on the hospital location and services you undertake, you may need to pay the hospital directly. This will be outlined at the time of booking.

We will refund any accounts paid in error within 14 days.

Cancellation Policy

If you need to cancel or change an appointment there is no charge providing we receive sufficient notice of a minimum of 24 hours. If less than 24 hrs notice is provided or if you fail to attend, full consultation fees will be charged.

Data Protection

Total Orthopaedics has a duty to ensure that all Patients personal data concerning their identity, contact details and general health on file is processed lawfully, fairly and transparently; collected only for specific legitimate purposes; adequate, relevant and limited to what is necessary; accurate and up to date; stored only for as long as necessary, and those involved with data must ensure appropriate security, integrity and confidentiality. Also, all patients have rights as to the processing of their data.

Liability

Total Orthopaedics will not accept liability for any damage or loss to Members’ or their guests’ personal property brought onto hospital or clinic premises.

Complaints Procedure

If you’re not happy with the care or treatment you’ve received from Total Orthopaedics, you have the right to complain, have your complaint investigated and be given a full and prompt reply.

Under such circumstances, please email [email protected].

If the complainant is not satisfied with the resolution offered, you have the right to refer the matter to independent external adjudication. This needs to be done within 25 working days. You may apply to:

The Independent Health Complaints Advocacy Service on 0300 456 2370 or email: [email protected]
Independent Complaints Advocacy Service (ICAS) on 0131 347 0271 or email [email protected]