Service provision

Initially the clinic will only be open for face to face appointments on Tuesday mornings and Friday mornings. Therefore, THIS IS NOT A SERVICE FOR MEDICAL EMERGENCIES. For Life threatening situations or medical emergencies please call 999 or attend your local Accident and Emergency Department. In addition, the clinic will not offer an out of hours service. For out of hours services please contact 111 or your local NHS out of hours provider.

If you have any questions about virtual appointments outside of this timeframe, please contact me directly on Oliver@droliverrabie.co.uk and I will try to accommodate your needs. This will be dependant on my other work commitments as I continue to work as an NHS GP outside of this clinic,

The clinic does not provide care to those under the age of 18.

Medications

Please note, the issuing of prescriptions is at the discretion of the clinician. No controlled medications or medications requiring specialist monitoring are prescribed from the clinic, some examples include:

• Benzodiazepines

• ADHD medication

• Z drugs e.g. Zopiclone or Zolpidem

• Gabapentin or pregabalin

If you have any questions about obtaining a prescription for certain medication, please let it be known at the time of booking.

All prescriptions are private scripts (not NHS) and charges are set by the fulfilling pharmacy, without any control of the clinician.

For face to face appointments. I will provide you with a paper prescription. You can then take this to a pharmacy of your choosing. The pharmacy will then charge you for any medication and provide it to you. This means I do not charge a mark-up on any medication and you can find the cheapest supplier if you wish.

For virtual appointments or repeat prescription requests, I will issue an electronic prescription, and the medication will be delivered to an address of your choosing on the same day.

Payment

Payment is required on booking of any appointment. The appointment is not confirmed if payment has not been made.

I’m afraid I do not deal directly with insurance companies. You can contact your insurance company about reimbursement, however, this will depend on your individual policy.

Cancellation Policy

The full fee remains payable if an appointment is cancelled for any reason within 24 hours of the appointment.

50% of the fee will be payable if the session is cancelled between 24 and 48 hours of the appointment.

Confidentiality

Confidentiality is extremely important to me, and I take the protection of your personal information very seriously.

At times, I may need to share relevant information about you with other professionals—for example, when making a referral or writing to your GP. I will always seek your consent before doing so.

In rare circumstances, I may be required to share limited information without your consent. This would only occur if there is a significant risk of harm to you or others, or if I am legally obligated to disclose information. Whenever possible, I will inform you before any such disclosure is made.

If we happen to see each other outside of your sessions, please be aware that I will not usually greet you first. This is to protect your privacy and uphold confidentiality. If you choose to acknowledge me, I will respond in an appropriate and professional manner.

Feedback and complaints procedure

I will always strive to offer the best service possible and I am keen to learn and grow based on your feedback. Feedback questionnaires will be sent to you after your appointment and I would greatly appreciate you taking to time to completing it for me.

If you have any other suggestions, I am always open to hearing them, you can email me directly on: Oliver@droliverrabie.co.uk

If you have a complaint about me or the service, I would first ask you to raised any issues with me directly. Ideally this should be within 6 months of the event or becoming aware of it.

I will respond to any concerns openly and in a timely manner. If this is done via email (Oliver@droliverrabie.co.uk), I will acknowledge your complaint within 2 working days and respond within 7 working days.

If I find that something went wrong, I will explain what, apologise if appropriate, and take action to prevent recurrence.

You have the right to have someone act on your behalf (with your written permission) in raising the complaint.

Please note that the complaints process is separate from legal or regulatory action. If you believe there has been a breach of professional standards, you may wish to seek legal advice or contact the appropriate regulator.