Welcome to Chelsea Surgical Partners (CSP). These Terms & Conditions (T&Cs) constitute a legally binding agreement between you ("the patient") and Chelsea Surgical Partners Ltd., outlining the terms under which we provide our administrative and consultation booking services. By booking an appointment with CSP, or by using our website, you agree to be bound by these T&Cs. Please read them carefully.

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Chelsea Surgical Partners Ltd. is a company registered in England and Wales with company number 13711678.

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1. About Us

Chelsea Surgical Partners facilitates access to leading independent consultant surgeons in various specialties. We manage the administrative and booking processes on behalf of these independent practitioners. Please note that consultants operating under the CSP umbrella are independent practitioners and are not employees of Chelsea Surgical Partners.

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2. Our Services

We provide administrative services related to booking private consultations with specialist surgeons. While we aim to provide a seamless patient journey, your medical care and treatment are provided by the independent consultant surgeon you see, who is solely responsible for clinical decisions and outcomes.

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3. Understanding Touchpoints.health

Touchpoints.health is our secure online patient portal. Once you have booked an appointment with us, you will receive access to this portal. Through Touchpoints.health, you can conveniently access all relevant information about your appointments, view letters from your consultant, and find all your invoices.

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4. Appointment Booking & Payment Policy

4.1. For Self-Pay Patients

For all self-pay consultation appointments, full payment is required to secure and confirm your appointment time. A provisional appointment is made at the time of booking, but it's not guaranteed until full payment has been successfully processed and received by CSP.

• How to Pay for Your Consultation:

  • If booking directly with CSP (e.g., via phone): Our primary method for securing your self-pay consultation is to process payment securely over the phone using Elavon, our secure virtual portal, during the booking call. Our representatives are trained in secure card handling procedures to ensure your data is protected. We accept major credit and debit cards. If taking payment over the phone isn't possible during the initial call (e.g., you don't have your card details to hand), a provisional appointment will be made for you. You'll then receive a separate email from Touchpoints.health prompting you to log into your portal where you can find the invoice with a secure link to pay via Elavon. Your appointment isn't confirmed until this payment is received.

  • If referred from hospitals (Self-Pay): For these appointments, payment for your self-pay consultation is processed via a secure link sent to you via Touchpoints.health. You'll receive an automated email from Touchpoints.health post-booking, prompting you to create an account, view your invoice, and click a link to pay via Elavon. Your appointment isn't confirmed until this payment is received.

• Payment Deadline: For self-pay consultations, payment must be successfully processed and received before your scheduled appointment time to confirm your booking. No self-pay appointment is definitively booked or guaranteed without successful payment.

• Payment for Outstanding Balances (Post-Consultation): For any outstanding balances for services rendered (e.g., additional procedures, follow-up consultations not pre-paid), an updated invoice will be sent via your Touchpoints.health portal. You can settle this securely online via the link provided in your invoice, or you can call us on 020 8185 0815 to make a payment over the phone.

4.2. For Insured Patients

If you have private medical insurance, it's your responsibility to confirm with your insurer in advance that your consultation and any proposed treatment are covered by your policy.

While CSP will, where possible, assist in processing insurance claims with your insurer (by sending invoices and seeking remittance advice), you remain ultimately responsible for the payment of your care. Any shortfalls, excesses, or non-covered items, or if your insurer fails to settle our invoices (or any part of them) within 60 days of the date of issue, will be your direct financial responsibility, and you'll be invoiced accordingly. You'll be required to settle any outstanding balances directly with CSP.

 

5. Cancellations, Rescheduling & Refunds

5.1. Our Cancellation Policy requires a minimum of 24 hours notice prior to your scheduled appointment time for rescheduling or cancelling without charge.

5.2. To cancel or reschedule your appointment, please contact the doctor's PA, or call us promptly at 020 8185 0815 or email info@chelseasurgical.org.

5.3. Refunds for Self-Pay Consultations

If you cancel or reschedule with at least 24 hours notice, you will be issued a full refund of any pre-paid fee. Refunds will be processed within 7 business days and may take up to one week to be reflected in your account originally used for the payment.

5.4. Weekend Cancellations

If you need to cancel your appointment over a weekend, please email info@chelseasurgical.org. These cancellations will be processed on Monday morning.

 

6. No-Shows

If you do not attend a scheduled appointment without providing the required notice as per our cancellation policy (a "no-show"), you will not receive a refund of your pre-paid consultation fee, and the full fee will be retained.

 

7. Patient Communication

Upon booking your appointment, you will receive:

• An email from Chelsea Surgical Partners thanking you for booking.

• A separate email from Touchpoints.health providing access to your secure patient portal. Through this portal, you can access appointment details, correspondence, and for self-pay patients, your invoice. If payment has not been taken over the phone, the invoice will contain a secure link to complete the payment.

8. Data Protection & Privacy

Chelsea Surgical Partners is committed to protecting your privacy and personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

For comprehensive information on how we collect, use, store, and protect your personal data, and to understand your rights under data protection laws, please refer to our full Privacy Policy available on our website: https://www.chelseasurgical.org/privacy-policy
 

9. Complaints Policy

We strive to provide the highest standard of administrative service. If you have any concerns or wish to make a complaint regarding the administrative services provided by Chelsea Surgical Partners, please contact us promptly via:

• Phone: 020 8185 0815

• Email: info@chelseasurgical.org (or direct to finance@chelseasurgical.org for payment-related complaints)

Please note that complaints regarding the clinical care or medical advice provided by your consultant should be directed to the consultant directly or their respective professional bodies. CSP facilitates the booking of appointments but is not responsible for the clinical decisions or outcomes of independent consultants. We can assist you in finding the appropriate contact details for your consultant's complaints procedure if required.

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10. Medical Disclaimer

The information provided by Chelsea Surgical Partners (e.g., on our website or through general communications) is for informational and administrative purposes only and is not intended to be a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your qualified healthcare provider (your consultant surgeon or GP) with any questions you may have regarding a medical condition. Never disregard professional medical advice or delay in seeking it because of something you have read on our website or received from us in general communication.

 

11. Governing Law & Jurisdiction

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these T&Cs shall be subject to the exclusive jurisdiction of the courts of England and Wales.

 

12. Contact Us

If you have any questions regarding these Terms & Conditions, your payment, or any aspect of our administrative services, please contact us promptly at:

• Phone: 020 8185 0815

• Email: finance@chelseasurgical.org (for payment inquiries) or info@chelseasurgical.org (for general inquiries).
   

13. Our Commitment to You

At Chelsea Surgical Partners, we understand that healthcare can be a complex journey. Our primary goal is to make your experience as smooth and stress-free as possible. We strive to be as accommodating as we can within our policies and operational capabilities, and we are always here to listen and assist with your administrative needs. Your care and peace of mind are at the heart of everything we do.