Privacy Policy

1. Who We Are

Her Healthcare UK is the data controller for personal data collected through this website and in the course of providing clinical services. Our ICO registration number is [ICO registration number].

2. What Personal Data We Collect

• Contact and account information: name, email, phone number, address, date of birth.
• Clinical information: medical history, symptoms, health history questionnaire responses, consultation notes, prescriptions, referral letters, and — for video consultations — identity verification information. This is collected directly from you and processed by your treating GP.
• Payment information: processed securely by our payment provider, [payment provider name]; we do not store full card details ourselves.
• Technical information: IP address, browser type, device information, and website usage data via cookies — see our Cookie Policy.

3. Legal Basis for Processing

• Contract (UK GDPR Article 6(1)(b)): to provide the healthcare services you have booked.
• Consent (Article 6(1)(a)): for marketing communications, which you may withdraw at any time.
• Legal obligation (Article 6(1)(c)): to comply with healthcare record-keeping and regulatory requirements.
• Special category data (health information): processed under UK GDPR Article 9(2)(h), for the purposes of preventive or occupational medicine, medical diagnosis, and the provision of health care, by or under the responsibility of a health professional subject to a duty of confidentiality.

4. How We Use Your Data

Your data is used to deliver your consultation and ongoing care, verify your identity for online consultations, communicate with you about appointments, process payments, comply with legal and clinical record-keeping obligations, and — only with your consent — send you relevant health information or offers.

5. Who We Share Your Data With

• Specialists or diagnostic providers, where a referral or investigation is arranged as part of your care, with your knowledge.
• Our booking platform, [LatePoint / booking provider], and payment processor, strictly for the purposes of managing your appointment and payment.
• Local authority children's or adult social care services, or the police, only where required by our safeguarding duties — see our Safeguarding Policy.
• Regulatory bodies (such as the CQC or GMC) where required by law.
• We do not sell your personal data to third parties.

6. Data Retention

Clinical records are retained in line with GMC and Department of Health guidance on medical record retention (generally a minimum of [10 years / specific period to confirm] for adult patient records, and until a patient's 25th birthday, or 26th if the young person was 17 at their last treatment, for records relating to children — this reflects standard NHS retention guidance and should be confirmed for your practice). Non-clinical account data is retained only as long as necessary for the purposes described in this policy.

7. Your Rights

Under UK GDPR, you have the right to access, correct, delete, or restrict processing of your personal data, the right to data portability, and the right to object to processing based on legitimate interests or for direct marketing. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

8. Data Security

We use appropriate technical and organisational measures to protect your personal data, including encrypted storage and secure transmission for clinical and payment information. Video consultations are conducted over an encrypted connection and are not recorded.

9. Contact Our Data Protection Lead

[Name / role] — contact@herhealthcare.uk

Cookie Policy

Our website uses cookies and similar technologies to ensure the site functions correctly, understand how visitors use our site, and — only with your consent — for marketing purposes.

1. What Are Cookies

Cookies are small text files placed on your device when you visit a website. They help websites function properly and can also be used to remember preferences or track usage.

2. Types of Cookies We Use

• Strictly necessary cookies: required for the website and booking system to function; cannot be switched off.
• Analytics cookies: help us understand how visitors use our site, e.g. Google Analytics.
• Marketing cookies: used only with your consent, for advertising purposes.

3. Managing Cookies

You can manage or withdraw your cookie consent at any time using the cookie preferences tool on our website, or through your browser settings.

Membership Terms

These terms apply specifically to the Essential Plan and Premium Plan memberships, in addition to our general Terms & Conditions.

1. Billing

• Membership is billed monthly on a rolling basis, on the same calendar date each month as your initial sign-up.
• There is no fixed minimum term. You may cancel at any time, effective from the end of your current billing period.
• Failed payments may result in a temporary pause of membership benefits until payment is resolved.

2. What's Included

Essential Plan includes unlimited GP appointments, a named dedicated GP, and appointment priority. Premium Plan includes everything in Essential, plus extended appointment length, priority access to Advanced Healthcare services, and one annual Preventive Care Plan consultation. Full details are available on our Membership pages and are incorporated into these terms by reference.

3. Fair Use

"Unlimited appointments" are subject to fair and reasonable clinical use. Her Healthcare reserves the right to discuss usage patterns with a member if appointment frequency appears inconsistent with genuine clinical need.

4. Upgrading, Downgrading & Cancellation

Members may move between Essential and Premium at any time, taking effect from the next billing cycle. Cancellation can be requested via [cancellation method — email/account portal] and takes effect at the end of the current paid period; no partial refunds are issued for the remainder of a billing cycle.

5. Changes to Membership Plans

We may update the price or included benefits of membership plans with at least [30] days' notice to existing members.

Clinical Governance Framework

Structured around CQC's five key questions for providers: Safe, Effective, Caring, Responsive, Well-led.

1. Our Commitment

Her Healthcare UK is committed to providing safe, effective, and high-quality clinical care. This framework describes the structures and processes in place to maintain and continuously improve the quality and safety of our services.

2. Clinical Leadership

Our clinical services are overseen by our Clinical Lead, [name], a GMC-registered GP with [years] years of NHS and private primary care experience. All treating clinicians are fully registered with the General Medical Council (GMC) and hold a current licence to practise.

3. Clinical Standards

• All clinicians practise in accordance with GMC Good Medical Practice guidance.
• Consultations follow evidence-based clinical guidelines (including relevant NICE guidance), adapted where appropriate to individual patient circumstances.
• Clinicians undergo a structured vetting and induction process before joining Her Healthcare, assessing both clinical competence and philosophical alignment with our holistic model of care.

4. Continuing Professional Development

All clinicians maintain GMC revalidation on a five-year cycle and are expected to undertake ongoing continuing professional development (CPD) relevant to women's health, in line with Royal College of General Practitioners (RCGP) CPD standards.

5. Staff Records & Recruitment (Schedule 3, Health and Social Care Act 2008 Regulations)

In line with Schedule 3 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, we maintain full recruitment and training records for all clinical staff, including proof of identity, evidence of qualifications and GMC registration, an enhanced DBS check, and satisfactory references.

6. Clinical Supervision & Peer Review

[Describe your actual supervision structure — e.g. regular case review meetings, named clinical supervisor, significant event audit meetings]

7. Incident Reporting, Duty of Candour & Learning

Any clinical incident or near-miss is documented, reviewed by [our Clinical Lead / a clinical governance panel], and used to inform improvements to our processes. Serious incidents are reported in line with the statutory duty of candour under Regulation 20 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, which requires us to be open and honest with patients when something has gone wrong.

8. Indemnity

All clinicians hold appropriate medical indemnity insurance for the private consultations they provide, as required by GMC guidance.

Safeguarding Policy

Grounded in the Children Act 1989/2004, Care Act 2014, Domestic Abuse Act 2021, NICE guidance on domestic violence and abuse, and intercollegiate safeguarding standards.

1. Our Commitment to Safeguarding

Her Healthcare UK is committed to safeguarding and promoting the welfare of all patients, with particular attention to children, young people, and adults at risk of harm. Safeguarding is everyone's responsibility across our organisation.

2. Designated Safeguarding Lead

Our Designated Safeguarding Lead is [name and role], responsible for overseeing safeguarding concerns, staff training, and liaison with external safeguarding bodies where necessary.

3. Recognising and Responding to Concerns

All clinicians are trained to recognise signs of abuse, neglect, or exploitation, and to respond appropriately. Where a safeguarding concern arises during a consultation, the treating clinician will follow our internal escalation process, which may include contacting local authority children's or adult social care services, or, in an emergency, the police.

4. Women's Health & Vulnerability-Informed Care

As a service exclusively for women, we recognise that certain safeguarding considerations arise more frequently in our patient population than in general practice as a whole, and our clinicians are trained accordingly.

Domestic abuse — our approach

Following NICE guidance, we do not apply blanket routine screening for domestic abuse, as the evidence does not support this as an effective approach in most healthcare settings. Instead, our clinicians practise clinical enquiry — a low threshold for asking, informed by the consultation itself — particularly where a patient presents with indicators that may be associated with domestic abuse.

• Any enquiry about domestic abuse is made only when the patient is alone — never in the presence of a partner or accompanying adult.
• For online consultations, this includes confirming the patient is in a private space where they cannot be overheard before any such enquiry is made.
• The limits of confidentiality are always explained clearly before a disclosure is invited.

Responding to a disclosure

Where a patient discloses domestic abuse, our clinicians are trained to respond with empathy, assess immediate safety, and offer information about specialist support — including the National Domestic Abuse Helpline (0808 2000 247, free and confidential, 24 hours) — without pressuring the patient toward any particular action. Additional risk factors such as pregnancy, disability, and immigration status are considered as part of any risk assessment, consistent with NICE quality standards on domestic violence and abuse.

5. Services Involving Under-18s

For our School Healthcare and Student Healthcare partnerships, and any consultation involving a patient under 18, additional safeguarding measures apply:

• Appropriate parental or guardian consent and involvement is confirmed in line with Gillick competence principles where relevant.
• Consultations are conducted with awareness of the specific vulnerabilities of under-18 patients.
• Any disclosure suggesting a child is at risk of harm will be escalated in line with statutory safeguarding duties under the Children Act 1989 and 2004, which may override confidentiality where a child's safety is at risk.

6. Confidentiality and Its Limits

We maintain strict patient confidentiality, except where we have a legal or professional duty to share information — most importantly, where there is a genuine risk of serious harm to a patient or another person.

7. Staff Training

All clinical staff complete safeguarding training in line with the UK's intercollegiate safeguarding competency framework — Level 3 for children's safeguarding and equivalent adult safeguarding training — refreshed periodically in line with best practice.

8. Reporting a Concern

If you have a safeguarding concern about yourself or someone else, please contact us immediately at [phone number]. In an emergency, always contact 999 or, for a child safeguarding concern outside of an emergency, your local authority's children's services.

Chaperone Policy

Based on GMC Intimate examinations and chaperones guidance (effective from 30 January 2024).

1. Purpose

This policy sets out how Her Healthcare approaches intimate examinations and the use of chaperones, in line with GMC professional standards, to protect the dignity, privacy, and safety of our patients and clinicians alike.

2. What Counts as an Intimate Examination

This is likely to include examinations of the breasts, genitalia, and rectum, but may also include any examination where it is necessary to touch or be close to the patient — for example, some abdominal, dermatological, or musculoskeletal examinations. Our clinicians use professional judgement in every case, informed by this guidance.

3. Before Any Intimate Examination

• Your GP will explain why the examination is necessary and give you the opportunity to ask questions.
• Your GP will explain what the examination will involve, including any expected discomfort, in a way that's clear and easy to understand.
• You will always be offered the option of having a chaperone present — regardless of the gender of you or your clinician.
• You will be given adequate privacy to undress and dress, and will not be asked to undress more than is necessary for the examination.

4. Chaperones

• A chaperone will usually be a trained member of clinic staff who is familiar with the examination being performed, rather than a family member or friend.
• If you request a chaperone, your examination will never proceed without one being present. If a chaperone is not available, we will offer to rearrange your appointment.
• You are equally entitled to decline a chaperone if offered, and this will be respected and documented.
• The chaperone will remain for the duration of the examination and will not discuss your case with anyone once it has concluded, beyond what's clinically necessary.

5. During the Examination

You can ask for the examination to stop at any point. Where language or communication needs make this guidance harder to follow, we will arrange appropriate support (such as an interpreter) wherever practical, rather than proceeding without it.

6. Video Consultations

Genuinely intimate examinations are not conducted over video consultation. Where a physical examination is required, you will be offered an in-person appointment instead.

7. Documentation

Your GP will record in your clinical notes whether a chaperone was present (and their identity), or that a chaperone was offered and declined, consistent with GMC record-keeping expectations.

Medicines & Prescribing Policy

1. Our Approach to Prescribing

All prescribing decisions are made by a GMC-registered GP, based on your individual history, symptoms, and clinical need, in line with GMC guidance on Good practice in prescribing and managing medicines and devices. We do not prescribe on request without a clinical assessment.

2. Private Prescriptions

Where a private prescription is issued, it will specify the medication, dose, and duration clearly, and can typically be dispensed at a pharmacy of your choice or, where offered, through a partner pharmacy.

3. Repeat Prescribing

Ongoing or repeat prescriptions are reviewed at appropriate clinical intervals — not issued indefinitely without reassessment — to ensure the treatment remains appropriate and any necessary monitoring (such as blood tests) is up to date.

4. Controlled Drugs

Her Healthcare's prescribing of controlled drugs, where clinically relevant, follows the Misuse of Drugs Regulations 2001 and associated professional guidance, with appropriate record-keeping and monitoring.

5. Medication Safety

Your GP will consider interactions with existing medications, allergies, and relevant history before prescribing, and will explain the reasoning behind a recommended treatment, including any relevant risks or alternatives.

6. Shared Care with Your NHS GP

Where appropriate and with your consent, we may write to your NHS GP to keep them informed of any new prescription or ongoing treatment, to support safe, joined-up care.

Emergency & Escalation Protocol

1. What Her Healthcare Is — and Isn't

Her Healthcare provides scheduled private GP and specialist consultations. We are not equipped to manage medical emergencies, and our services should never be used as a substitute for emergency care.

2. Recognising an Emergency

Call 999 or go to A&E immediately for symptoms including, but not limited to: severe chest pain, difficulty breathing, signs of stroke (facial drooping, arm weakness, speech difficulty — FAST), severe bleeding, loss of consciousness, severe allergic reaction, thoughts of harming yourself or someone else, or any situation where you believe life is at risk.

3. Non-Emergency Urgent Concerns

For urgent but non-emergency concerns outside of a booked appointment, contact NHS 111 (by phone or online at 111.nhs.uk), or your NHS GP practice.

4. Escalation During a Consultation

If, during a Her Healthcare consultation, your GP identifies a concern requiring more urgent or specialist attention than we can safely provide, they will:

• Clearly explain the concern and the recommended next step.
• Where appropriate, contact emergency services directly on your behalf, or advise you to do so immediately.
• Arrange an urgent referral to an appropriate specialist or NHS service where the situation is serious but not immediately life-threatening.
• Provide a written summary of the consultation to support continuity of care wherever you are seen next.

5. After-Hours Contact

Her Healthcare's clinical services operate Monday–Friday, 7am–6pm. Outside these hours, please use NHS 111 or 999 as appropriate — we do not provide an out-of-hours clinical on-call service.

Equality, Diversity & Our Single-Sex Service

Grounded in the Equality Act 2010, Schedule 3, Part 7, paragraphs 26–27, and Equality and Human Rights Commission (EHRC) statutory guidance for single-sex service providers.

1. Why Her Healthcare Is a Service for Women

Her Healthcare is founded on the evidence that women's health has historically been under-served, under-researched, and frequently dismissed within mainstream healthcare — from average diagnostic delays for conditions like endometriosis, to inconsistent recognition of perimenopause symptoms, to a lack of continuity of care around hormonal health across a woman's life stages. Our entire clinical model, from consultation length to holistic assessment structure, is built specifically around this population's needs.

2. The Legal Basis for a Single-Sex Service

The Equality Act 2010 generally prohibits discrimination on the basis of sex in the provision of services. However, the Act includes specific statutory exceptions (Schedule 3, paragraphs 26 and 27) that allow a service provider to offer a single-sex service where:

• only people of that sex require the service; or
• a joint service for both sexes would not be as effective, and providing the service separately is a proportionate means of achieving a legitimate aim.

The Equality and Human Rights Commission has specifically confirmed that a healthcare provider may lawfully offer services only to women (or only to men) for particular types of health screening or care relevant to that sex, provided the justification is proportionate to a legitimate aim — which, for Her Healthcare, is the clinical case for continuity, depth, and specialisation in women's health that a general, mixed-sex model does not provide as effectively.

3. Our Approach in Practice

[This section should set out, specifically and honestly, how Her Healthcare determines eligibility for its services, and how this is applied consistently and fairly — to be finalised with your solicitor, since the operational detail here needs to be accurate to your actual practice, not a generic statement.]

4. Equality & Diversity Beyond Sex

Within our single-sex service, we are committed to providing equal, non-discriminatory care regardless of race, disability, age, religion or belief, sexual orientation, gender reassignment, pregnancy and maternity status, marriage or civil partnership status, in line with the Equality Act 2010's protected characteristics and the NHS Equality Delivery System principles that inform good practice across UK healthcare.

5. Accessibility

We aim to make our services accessible to disabled patients, including reasonable adjustments to consultation format where needed. Please let us know at the time of booking if you require any specific accommodation.

Third-Party Premises & Liability

1. Use of Third-Party Premises

Some Her Healthcare in-person consultations currently take place at [UNTIL / venue name], a serviced clinical space provided by a third party. Her Healthcare arranges use of this space under a separate commercial agreement with the venue provider.

2. Responsibility for the Premises

The physical safety, maintenance, and general condition of the premises (including but not limited to the building's structure, fire safety systems, general facilities, and areas outside the specific consultation room) is the responsibility of [UNTIL / venue name] as the premises operator, in accordance with their own obligations under UK health and safety law.

3. Her Healthcare's Responsibility

Her Healthcare remains fully responsible for the clinical care provided during your consultation, and for the conduct of our own staff and clinicians while using the premises. This allocation of responsibility does not reduce or exclude Her Healthcare's liability for our own negligence.

4. In the Event of an Incident

If you experience an injury or incident relating to the physical premises (as opposed to the clinical care provided), please report it to Her Healthcare staff immediately, and it will additionally be reported to the venue provider in line with their own incident reporting procedures.

5. Insurance

Her Healthcare holds [public liability insurance / professional indemnity insurance — confirm policy details]. Our premises provider separately maintains their own insurance in relation to the building itself.

Complaints Procedure

Her Healthcare is committed to providing excellent care, and we take any concerns or complaints seriously. This procedure explains how to raise a complaint and what to expect.

1. How to Make a Complaint

• Emailing contact@herhealthcare.uk
• Calling 07597 630 941
• Writing to [registered address]

2. What Happens Next

1. We will acknowledge your complaint within [2 business days].
2. Your complaint will be reviewed by [our Clinical Lead / an appropriate senior team member], particularly where it relates to clinical care.
3. We aim to provide a full response within [20 working days], in line with standard NHS and private healthcare complaint-handling timeframes. If more time is needed, we will explain why and give you an updated timeframe.

3. If You Are Not Satisfied

If you remain unsatisfied after our internal process, you may escalate a clinical complaint to the [Independent Sector Complaints Adjudication Service (ISCAS) or equivalent — confirm applicable body], or, for concerns about a specific clinician's fitness to practise, to the General Medical Council (GMC) at gmc-uk.org.

4. Learning From Complaints

All complaints are reviewed as part of our clinical governance process to identify opportunities to improve our services.

Contact & Customer Support

General Enquiries & Booking Support

Email: contact@herhealthcare.uk
Phone: 07597 630 941
Hours: Monday–Friday, 7am–6pm

Clinical Queries About an Existing Consultation

For questions about care you've already received, please contact us via the details above and reference your appointment date and treating GP where possible, so we can direct your query appropriately.

Data Protection Queries

For questions about how your personal data is handled, see our Privacy Policy, or contact [Data Protection Lead email] directly.

Safeguarding Concerns

See our Safeguarding Policy for how to raise a concern.

Complaints

See our Complaints Procedure for the full process.

Press & Partnership Enquiries

[press@herhealthcare.uk or relevant contact]