Terms & Conditions
See below for:
Terms & Conditions for Vits & Drips.
Vits & Drips Complaints Policy
Terms & Conditions of Vits & Drips.
1. Vits & Drips is a private business which charges a fee for its services. In accepting the service from a medical practitioner who may be a doctor or nurse, you agree to pay for the service provided. All fees must be settled before leaving the premises. Deposits or full payment in advance may be required on certain occasions. These payments are non refundable.
2. Medical practitioners are responsible for their own clinical practice and for the advice, investigation and treatment that they provide.
3. Vits & Drips is not liable for patients’ well-being outside of the business’s opening hours and does not provide an out of hours service.
4. All patient details and records are kept in the strictest of confidence by Vits & Drips. We share information only with other medical service providers involved directly in your care such as the laboratory providing any test. We use phone, fax and email to communicate with these other service providers and, while we aim to communicate confidentially, we accept no responsibility for breaches of these communication routes. We will not share your information with anyone else, unless you give us permission to do so, for example with your GP. The only exceptions where a patient is considered to be a danger to themselves or others, or when required to do so by a court order. In providing us with an email address or phone number we consider this implied permission to contact you by this means regarding your healthcare.
5. Vits & Drips can only consult with the patient themselves. We do not provide services to anyone under the age of 18 years.
6. Patients have the right to access their health records in line with the Data Protection Act 1998.
7. Our staff has the right to work in an environment free from violent, threatening or abusive behavior and everything will be done to protect that right. At no time will any violent, threatening or abusive behavior be tolerated.
8. We reserve the right to refuse access to our service to certain individuals. Examples include those who behave violently, threateningly or abusively; patients who do not agree to pay for our services and those who need emergency or specialist treatment; those whose request we do not consider to be in their best interests; those who we consider to be a risk to themselves or others.
Vits & Drips Complaints Policy
Promise to Patients:
Vits & Drips is committed to delivering a high quality service and endeavours to provide you with excellent personal and professional care whilst at the office. However, there may be times when your expectations are not met and you are not satisfied with the service you have received.
Our complaints procedure ensures that we respond to your concerns considerately, quickly and as effectively as possible. All comments and complaints are taken seriously, regardless of their nature whether medical, nursing or administrative. This guide outlines our patient complaints procedure and gives you advice about how to make a complaint.
Verbal Complaints – in person or by telephone.
Every effort will be made to resolve your complaint immediately. However, if your concerns are not resolved to your satisfaction you will be given a copy of this guide explaining how to make a written complaint and what to expect if you do.
Written Complaints (by letter or email).
All written complaints should be addressed to the director of the office at which you were seen.
A complaint relating to the City clinic should be directed to
Shawn Hefner, Director (info@vitsanddrips.com)
8-9 New Street, London, EC2M 4TP
A complaint relating to the Canary Wharf clinic should be directed to
Dr Gurpreet Gill (info@vitsanddrips.com)
56 Dockyard Lane, South Quay, London, E14 9YX
Your letter should include:
Who or what has caused you concern
Where or when the event took place
What action, if any, has already been taken
What action you hope your complaint will achieve.
Your complaint will be acknowledged within 2 working days.
Your complaint will be reviewed to determine in the first instance whether it refers to a problem with the service offered by Vits & Drips or whether it relates to the medical management by one of our doctors or nurses, or both.
Complaints relating to the service offered by.
If the complaint relates to the service offered by Vits & Drips then this will be investigated, and an initial response sent in fourteen working days. If further investigation is needed then the patient will be kept informed of progress.
Complaints relating to the treatment given by a doctor or nurse.
In cases where the complaint refers to the treatment given by a particular doctor or nurse, the complaint will be passed on to that doctor or nurse. He/she will then be responsible for responding to the patient’s complaint. They should acknowledge receipt of the complaint within 7 days. Most doctors and nurses will then consult their professional insurance company before producing a full response and these organisations can be very slow to give advice, so this may take some time. In some cases these organisations may ask to contact the patient themselves. Vits & Drips will endeavour to expedite this process throughout but is necessarily limited in its ability to influence the time taken by indemnity organisations, and we will do our best to keep the patient informed of progress. All correspondence will be copied to the office contact while ensuring that information is only shared with relevant persons within Vits & Drips to ensure patient confidentiality.
Vits & Drips only uses fully qualified doctors and nurses. Vits & Drips has systems in place for the regular review and audit of our doctors and nurses. Vits & Drips takes all complaints seriously and where a complaint is made against a doctor or nurse working for us, we will review their overall performance and recommend further training where indicated. We will also consider whether any lessons can be learned from the complaint to avoid the situation recurring and implement changes, such as recommending additional training to other doctors or nurses working for us, where necessary. Decisions about doctor or nurses’ on-going employment are made by the individual offices. Any allegations against an individual doctor or nurse are the responsibility of that doctor or nurse and not the responsibility of Vits & Drips.
Where the complaint also refers to the service offered by Vits & Drips this will be addressed separately as above.