Terms Conditions

Eligible Users

If you are 18 years old or over then you can use the Site or our Services for the benefit of somebody under the age of 18 and can book appointments on their behalf.

Children are not eligible to use this site or our services. By using our services and the site, you represent that you are at least 18 years old.

Please note that all medical records we obtain for any patient whether for an adult of child patient are stored in accordance with our Medical Records policy. You are only eligible to use our services if you are located within our service area. Details of the service area are available on the website.

Privacy Policy

Please review Family First Healthcare’s Privacy Policy which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using the website, you consent to such processing and you warrant that all data provided by you is accurate.

Terms of Service

Important Information

We reserve the right to change or modify these Terms. The most current version of the Terms can be accessed at any time by selecting the “Terms of Use” link on the bottom of our website. Family First Healthcare will include a notice on the Site when it has changed the Terms. By using the site or any services after Family First Healthcare has updated the Terms, you are  agreeing to all the updated Terms; if you do not agree with any of the updated Terms, you must stop using the website.

Medical Services

Family first Healthcare provides you remote ( telephone/video) and face to face consultations(at your home or work place) with General Practitioners. These General Practitioners shall be on-call licensed healthcare medical service providers, and connecting with them allows them to diagnose and deliver medical treatments either remotely or in person. Family First Healthcare performs detailed background checks on General Practitioners to ensure that they: are not currently, nor have they been, party to a professional negligence case; that they have not been convicted of any relevant or significant crime or criminal activity; and that they are in current good standing with the General Medical Council.

The cost of consultation is as stated on the website and will be provided to the patient at the point of having requested a consultation (see the Patient Journey Policy where this is outlined in more detail).

Alternative Provider

We reserve the right to provide an alternative provider when a Family First Healthcare General Practitioner is not available. This may become a problem at peak times and during holidays. Please be aware that Family First Healthcare is not affiliated in anyway with other providers and does not take any responsibility for their fees, actions or advice given.


Family First Healthcare will always endeavour to arrange for an interpreter. At times this may incur an extra charge and the patient will be informed of this prior to the booking on an interpreter.

Insurance Companies

Please be aware that Family First Healthcare does not deal directly with insurance companies. All appointments need to be settled directly with Family First Healthcare and then the amount claimed, by the patient from their insurer after the fact.

Cancellation Policy

If you need to cancel or change an appointment, there is no charge providing we receive sufficient notice:

Advanced Bookings; minimum 24 hrs notice is required. Same Day Bookings; minimum 4 hrs notice is required.

If you cannot cancel in time, a minimum £50 fee will be charged. If less than 4 hrs notice is provided or if you fail to attend, full consultation fees will be charged.

Family First Healthcare is committed to providing a high quality of care for our patients. The welfare of patients and staff alike relies on establishing a good relationship between the patients and those working at Family First Healthcare. Therefore, in order to protect both the staff and patients, we respectfully point out that the following inappropriate behaviour will not be tolerated:-

  • Threatening or abusive behaviour
  • Drunkenness
  • Verbal or physical abus
  • Swearing
  • Inappropriate advances to our staff

Family First Healthcare has a zero tolerance policy towards such behaviour, particularly threatening or violent behaviour towards anyone associated with our services, and we reserve the right to terminate an appointment and leave the premises (and call for police assistance if deemed necessary) with anyone behaving in such a manner. We also reserve the right to request the removal from our Practice List of patients involved in any of the behaviour outlined above.

The Medical History will be maintained by the General Practitioner in accordance with our policy. We take the retention of medical records very seriously will use the best possible data protections to ensure that your Medical History remains confidential.

If an appointment requires an intimate or personal examination, a chaperone must be present. Family First Healthcare will always endeavour to provide a chaperone and this may incur an extra cost for the patient which will be stated upon request by the patient. If the patient has requested chaperone and none is available, the patient will be re-scheduled within a reasonable time frame. If the seriousness of the presenting condition would mean that a delay is inappropriate, this will be explained to the patient and recorded in the patient’s notes. The decision to continue or not will be reached jointly.

You understand that there is no guarantee that a General Practitioner will prescribe any medication at all, and that specific treatments or therapy are not guaranteed. You understand that all General Practitioner will operate in a professional manner and in accordance with relevant state regulations, laws and codes, and medical ethics requirements that have been established. Family First Healthcare General practitioners do not provide prescriptions for controlled drugs (as defined by the misuse of drugs act 1971).

You understand all General Practitioners reserve the right to refuse to provide services if they believe that there is potential for misuse of services, if they feel that their life may in any way be threatened or jeopardised, or as otherwise required by law or reasonable medical ethics concerns.

Further investigations

In order to formulate a diagnosis and treatment plan it may be necessary for the General Practitioner to advise further investigations. Family First Healthcare outsources further investigations to an accredited, London based pathology laboratory. The patient understands that any investigation initiated by a General Practitioner will be on a private and fee paying basis. An investigation may be a blood test, urine test, swab, X-ray or ultrasound or other. The patient understands that for blood tests, urine analysis and swabs payment, the General Practitioner will require payment upfront and prior to collection of the specimen. The patient understands that any imaging such as x-rays and ultrasound will be paid to the private provider who performs the imaging which has been outlined to the patient by their General Practitioner. Once the investigation is performed it is solely the patient responsibility to follow up the result with the General Practitioner at a mutually convenient time using an appropriate and secure form of communication. This in most cases will be either a telephone/video follow up consultation or face-to-face. The patient is not obliged to pay for any further investigation. However by not performing an investigation that is advised by the General Practitioner the patient agrees to hold Family First Healthcare and the General Practitioner completely free of liability under every circumstance relating to the patient’s initial presentation. In the circumstance that further investigations are advised by the General Practitioner but the patient is unable to or does not wish to pay, the patient is advised to see their NHS GP for a consultation. The patient is aware that their NHS GP is under no obligation whatsoever to fulfil any investigation advised by a Family First Healthcare General Practitioner whom the patient has seen.

Medical Liability

All General Practitioners are responsible for complying with regulatory and local requirements relating to professional negligence and liability insurance.

Contacting You

By using the site, and/or the services provided on or through the site you consent to receiving electronic communications from Family First Healthcare. These electronic communications may include notices about applicable fees and charges, transactional information and other information concerning or related to the site and/or services provided on or through the site and your use thereof. Any communication we make with you of an advertising nature shall be governed by our Privacy Policy.

Breach of Terms

You acknowledge that your access to the site, the materials and any aspect of our services shall be subject at all times to your compliance with these Terms. We may, in our sole discretion, immediately suspend or revoke your access to the site, the materials and any aspect of our Services if you breach any provision set out in these Terms.

Family First Healthcare will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of the site.

If you are dissatisfied with any portion of services or the behaviour of the General Practitioner, please see the complaints policy on our website.