Terms & Conditions

Our Staff

All our staff are:

Fully trained and experienced for their role.

• 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.

• Required to adhere to strict professional standards and ethics.

Confidentiality of Information

• Your rights to confidentiality will be safeguarded. We will not disclose any personal information about you to a third party unless this has been agreed with you. Agreement to disclose information should only be sought if it is for your benefit, e.g. for the purpose of assisting in your support.

• Our policy is that any information about you is strictly confidential and that maintaining a position of trust in this regard is paramount. However, because some information is relevant to providing quality support, such information will be shared with members of staff who may be supporting you. Visiting professionals and visitors requiring information will be referred in the first instance to the Registered Manager or the person in charge within the Company. You or, where appropriate, your principal Carer will be consulted where appropriate before information is released.

• Information about you will be stored in paper form and may also be held on computer. Both forms are treated in the same strictly confidential way.

• Information about you is needed in order to enable staff to provide proper support and treatment. Some of the information may also be used for other purposes, such as:

  • Making sure our services meet your needs.

  • Helping staff to review the support they provide to you to help them achieve the highest standards.

  • Investigating complaints or legal claims.

  • Auditing of our services.

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• Sometimes information about you needs to be passed on to other agencies or organisations, for example if you are receiving care or support from a GP or hospital. The types of organisations with whom we may share information about you are:

  • Insurance Companies

  • Other health professionals.

  • Care Quality Commission.

• Further details about how we use your information are available in our Privacy Notice.

Equal Opportunities

• 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.

Making a Complaint and Giving Compliments

• We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We assure all Service Users that no-one will be victimised for making a complaint, and we encourage Service Users to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage Service Users to comment when relatively minor matters are a problem to them. It is our policy that all matters which disturb or upset a Service User should be reported, recorded, and corrective action should be taken. Only in that way can we work towards meeting our aim of continuously improving our service.

• Our commitment is that:

  • All complaints will be taken seriously; You will receive a response within 24 hours of the complaint being made, and a final reply within 28 days;

  • If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is;

  • All complaints will be acted upon with fairness and impartiality;

  • Service Users are entitled to involve an impartial third party in the complaint procedure if they so wish.

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• Service Users and their representatives may take their complaints to persons in authority outside the Company if they are not satisfied with the response that they receive from us.

• We aim to respect your privacy and dignity at all times. Please speak out, or speak to the supervisor or Registered Manager if your privacy or dignity is not being respected.

• Records will be designed, used and stored to assure privacy. Legislative controls over records, such as the Data Protection Act, will be adhered to, and the Service User’s explicit permission in writing will be sought before information is passed to any person other than those directly concerned with the care of the Service User.

Respect For Other Service Users And Staff

• You are requested to afford the same courtesy to other Service Users and staff as you would expect to receive yourself.

• Note that any loud or abusive behaviour will not be tolerated.

• Service Users are not permitted to smoke on or near the premises.

• Service Users who are under the influence of alcohol or substances may be asked to leave the premises.

• Children must be supervised at all times, your service will be suspended if any children are left unattended.

Payment Arrangements

• Details of your treatment fees will be notified at the point of service, or by email in advance if you have requested your services through our website.

• If you have any queries or concerns, please let us know before your treatment begins.

You will be required to settle your account in full at the end of your service, unless otherwise agreed in writing with the Commercial Director.

Company Services Cancellation and Rescheduling Policy

Pre-payment policy

We may require pre-payment/deposit or full payment to secure your appointment for a cardiovascular screening appointment.

For most services, pre-payment for new customers is up to a maximum of 100% of the standard appointment charge, excluding any medication, tests, or procedures from consultants, consultant groups, diagnostic facilities and intermediary parties/brokers.

Rescheduling

For our cardiovascular screening services, you may reschedule your appointment free of charge up to forty eight (48) hours before the time of your appointment. You can do this via the link in your email booking confirmation. 

If your booking is less than forty eight (48) hours before your scheduled appointment you may reschedule but you will lose any pre-payment or deposit paid for your initial appointment.

Cancellation policy

If you are unable to attend your appointment you agree to let us know at the earliest opportunity. Appointments can be cancelled up to forty eight (48) hours before your scheduled appointment time and any deposit paid will be refunded minus our administration charge of fifteen pounds (£15). You can do this via the link in your email booking confirmation. If you cancel your appointment or reschedule less than forty eight (48) hours before the scheduled appointment time you will not be eligible for any refund on any prepayment. Bookings made less than twenty four (24) hours before the scheduled appointment time which are cancelled will forfeit any pre-payment or deposit.

Promotional rates/ Pricing

Appointments booked during a promotional period which are rescheduled, or cancelled and subsequently rebooked, will not be eligible for any promotional rate if the promotion has since closed.

All appointments costs are charged at the prevailing rates at the time of last booking. Appointments rescheduled or cancelled and rebooked are charged at the rates on the date of last booking.

Late Policy

To provide the best possible service to all our patients, we ask you to contact us if you are running late so we can make all necessary arrangements to ensure you are seen by one of our practitioners. As our screenings are very busy, you may be asked to reschedule your appointment or wait for an available slot so that all our patients receive the best possible service.

If you are more than fifteen (15) minutes late for your appointment without our prior agreement, we may consider you to have failed to attend, in which case, you will not be eligible for a refund of your pre-payment/deposit.

Failure to attend

If you fail to attend your appointment or are more than fifteen (15) minutes late to your cardiovascular screening appointment or cancel your appointment within 24 hours of the scheduled start date you will be deemed to have missed your appointment. You will not be eligible for a refund of any pre-payment or deposit.

CVS Care will require full payment in advance from any customers deemed to have abused its terms and conditions, or who have previously failed to attend, cancelled or rescheduled a booked appointment with less than twenty four (24) hours’ notice. 

Refunds

Refunds for eligible pre-payments or deposits will only be made to the card originally used to make the original booking.  We will process your refund within seven (7) days of the request. Once we have processed your refund please allow up to ten (10) working days for the refund to appear on your statement as the time taken by your bank to credit the refund on your statement is outside of our control.

We cannot refund any services once they have been provided.