Patient Support & Help
Patient Support & Help
Welcome to Her Healthcare Patient Support. We are committed to providing a respectful, clinically safe, and responsive service for every patient. This page explains how to contact us, how we handle clinical queries, how cancellations and refunds work in practice, and how to raise a concern or complaint.
How to contact us
If you need help with bookings, payments, membership administration, technical issues, or non-urgent questions about our services, you can contact our support team using the details below.
You can reach us by email at [contact@herhealthcare.uk] or by telephone on [07597630941] during our usual opening hours: [Monday-Friday 8:00am-5pm]. We aim to respond to support enquiries as soon as reasonably possible and typically within 3 working days. During busy periods, responses may take longer; however, we will always prioritise issues affecting scheduled appointments or patient safety.
Clinical queries and follow-up
If your enquiry relates to medical advice following a consultation, test interpretation, prescriptions, or any matter requiring a clinician’s judgement, this is treated as a clinical query. For patient safety and confidentiality, clinical queries should be submitted through our secure patient system/portal where available. If you do not have access to the portal, please email us and clearly mark your message as a “Clinical Query”.
Clinical queries are reviewed by a clinician or routed to the appropriate clinician. We aim to respond within a clinically appropriate timeframe. Please note that response times can depend on the complexity of the query and whether additional information is required.
Urgent and emergency care
Her Healthcare is not an emergency medical service. If you believe you or another person is experiencing a medical emergency (for example, chest pain, severe breathing difficulty, signs of stroke, heavy bleeding, loss of consciousness, or a mental health crisis), you must call 999 immediately or attend the nearest Accident & Emergency department. For urgent issues that are not life-threatening, you can contact NHS 111.
We do not provide crisis services and our support channels are not continuously monitored. Please do not rely on email or portal messaging for urgent care.
Appointments, cancellations, and lateness
You can book, reschedule, or cancel appointments via [booking link / portal]. Where rescheduling is not possible online, we can assist.
If you cancel or reschedule with at least [24/48] hours’ notice, you will not be charged and any prepaid fee will be refunded or credited in accordance with our Terms and Conditions. Where you cancel late, fail to attend, or arrive too late for the consultation to safely proceed, we may charge the full fee or treat the appointment as used, because clinician time has been reserved for you. Where a clinician runs late, we will make reasonable efforts to keep you informed and ensure you receive appropriate care; in some cases, we may offer a reschedule.
Payments, invoices, and membership support
If you have questions about invoices, receipts, payment methods, or membership renewals, upgrades or cancellations, you can contact [contact@herheathcare.uk]. Where refunds are available under our Terms, they will be processed using the original payment method and may take 5 working days or more to appear depending on your payment provider.
Feedback and complaints
We welcome feedback and take complaints seriously. If you are unhappy with any aspect of our service, you may contact us at [contact@herhealthcare.uk] with the subject line “Complaint”. Please include your full name, date of birth, the date(s) of relevant appointments, and a clear description of what happened and what outcome you are seeking.
We will acknowledge complaints within 5 working days and aim to provide a full response within 20 working days, or sooner where possible. If a complaint is complex and requires additional time, we will update you and explain the reason for the delay.
Complaints are handled respectfully and will not affect your right to receive care. Where relevant, we may propose appropriate remedies, which can include an explanation, an apology, corrective action, or a refund where permitted under our Terms and applicable law.
Accessibility and reasonable adjustments
We strive to make our services accessible. If you need reasonable adjustments, for example, assistance with communication, mobility considerations, or a different appointment format, please contact us and we will do our best to accommodate your needs.