Terms and Conditions

Last Updated on 2nd July 2021

New Model Medicine Ltd, a company incorporated in England and Wales under company number 11458825 (“NMM”, “we” or “us”) provides online medical service that aim to be holistic in nature and are aimed at women who are going through the peri-menopause and menopause transition. 

We aim to integrate lifestyle changes alongside hormonal therapies and deliver a medical plan, a food plan and a self-care plan for every patient we see. 

We acknowledge that unfortunately women’s hormonal issues remain under-researched and under-prioritised but research is advancing rapidly and we are aiming to integrate the latest evidence-based knowledge and interventions in hormone care, nutrition and self-care to support you through the journey of menopause.

Hormone re-balancing may also be an additional support for women with the following conditions also:

-Osteoporosis, 

-Pre-Menstrual Syndrome (PMS) and Pre-menstrual dysphoric disorder (PMDD)

- Polycystic Ovaries Syndrome (PCOS), and Endometriosis 

The remote medical service will be provided through the medical software platform Heydoc (www.heydoc.co.uk)

Please read these terms carefully before using any of the services. If you do not understand or agree to and accept these terms in full, you are not authorised to use or access our services and you should not use them.

These terms form a legal agreement (the “agreement”) between you and NMM. Please print a copy of these terms for your records and future reference.

Important

Emergencies

Our services are not suitable for any emergency medical situation or for any diagnosis or treatment that may require a physical examination.

If you are in an emergency situation or you require urgent or emergency treatment, you must contact the emergency services by dialling 999 or call your GP or other out-of hours emergency services in the first instance. 

Definitions

In these Terms the following definitions shall apply:

• “Advice” means any advice or information provided (whether through voice communication, video or electronically) by NMM or via the Heydoc system

• “Clinician/Doctor” means a medical practitioner employed or engaged by NMM who will devise and implement a Treatment Plan

• “Services” means those services that we agree to provide to you which may include (without limitation) Advice, providing access to Doctors, formulation of Treatment Plans, provision of Treatments, referrals to specialists, prescribing certain medicines, and the sale of Products.

• “Treatment” means the Advice, procedures, tests and medications provided to you in accordance with your Treatment Plan

• “Treatment Plan” means the personalised treatment plan devised for you by an NMM specialist based on your medical history, results of tests, medical reports and diagnoses from Doctors, and other relevant information provided by you.

1. About NMM

NMM provides a service that:

• allows users to have online video consultations with Doctors on a paid for and private basis;

• allows users to choose to collect their licenced HRT prescription from any pharmacy or to have their compounded BHRT prescription sent to them from our nominated compounding pharmacy.

• We provide treatments to women over the age of 18.

NMM is regulated by the Care Quality Commission (the “CQC”) under the provider ID number 1-10455665795, issued on 12.08.2021

The CQC monitors, inspects and regulates health and social care services.

All pharmacies are registered with the General Pharmaceutical Council (GPhC) and information about each of them can be found at www.pharmacyregulation.org/registers/pharmacy. If you require further information about a pharmacy, you can contact the pharmacy directly on the number listed for that pharmacy. All prescription medication dispensed by a pharmacy, and all other products and services supplied by a pharmacy, are dispensed and supplied under that pharmacy’s terms and conditions, a copy of which can be obtained directly by contacting the relevant pharmacy. 

NMM does not supply, store or dispense any medication.  We will send your prescription securely at the pharmacy of your choice and the pharmacy is responsible for delivering your medication.

The services are in no way designed or intended to replace the services of the NHS or services provided by your GP. We aim to communicate regularly with your GP, if we have your permission to do so. 

If you need any information, require assistance or have a complaint about the website or any of our services, please contact us by one of the following methods: By email: info@newmodelmedicine.com or call us on 02081942171 between the hours of 9.00am and 5:30pm Monday to Friday.

1. Registration and Eligibility

When you register with us, you agree to provide us with the following:

• your full name, including any middle names, maiden name if married, or any other names you have been previously known by

• date of birth

• full postal address including post code

• your GP name and address

• a photo ID (passport or driving licence) for identification purposes at the time of consultation

You confirm to the best of your knowledge to have exercised all due skill and care that the information you have provided is complete, true and correct.

A copy of your identification will be stored on our secure Heydoc medical software in your medical record for future identification purposes. The Heydoc platform meets the requirements of GDPR.

1. Your Patient Account

You agree, at all times, to provide us with accurate and complete information in your registration and account, and to update such information as appropriate.

1. Consultations

Given the nature of online consultations, it is a legal requirement that we verify your identity. We will do this by asking you to provide a photo proof of identity (for example a Passport or Driver’s License) to show the Doctor at the start of your consultation. If the doctor cannot verify your identity, they may choose to cancel the consultation or be unable to issue a prescription. Please therefore ensure that you provide correct and accurate information.

At the beginning of each consultation, the doctor will confirm the address from where you are having your consultation from. This is required in the very unlikely situation of an emergency that occurs during the consultation. 

NMM provides a service that allows users to consult with a doctor via secure video chat via our software Heydoc.

The doctor allocated to you will record the results of the consultation as required by law and regulatory requirements. You agree to review and inform us of anything that you believe to be incorrect or inaccurate.

1. Prescriptions

Once the doctor has completed taking a full medical history and weighed up the risks and benefits of a particular treatment for you, he/she may issue a private prescription that will be dispensed by the nominated pharmacy.

You understand and accept that there is no guarantee that you will be approved to receive a prescription following a video consultation. 

Prescriptions are issued at the sole discretion of the Doctor.

The only medications prescribed at NMM are for the treatment of hormone imbalances and include bio/body-identical hormones. 

Please note that the only controlled drugs that we can prescribe are Testosterone and DHEA. These two medications are classified under Controlled Drugs Schedule 4 Part 2.

We would not be able to prescribe other medications that you may be prescribed elsewhere. This includes other types and classes of controlled drugs (or restricted drugs and substances as classified by The Misuse of Drugs Regulations 2001), specialist drugs, medications that require closer monitoring, drugs such as benzodiazepines, opioids such as morphine, and other classes of drugs regarded as strong painkillers such as a high dose codeine phosphate are considered unsuitable for prescribing online. 

This is not an exhaustive list, and there may also be other drugs and medication that doctors will be unable to prescribe, such as antibiotics or other medications.

If you require these medications, please do not book an appointment with us as these will NOT be provided and you may still be charged for the consultation.

All medications prescribed will be related to hormone replacement therapy.

You agree and consent to NMM sharing basic identification data with the nominated pharmacy, for the purposes of enabling the pharmacy to verify your identification on collection of your prescription. The pharmacy will contact you directly to process the prescription, including to confirm your details and, if the delivery option is selected, to arrange delivery.

All prescriptions that are issued by a doctor are only valid at approved UK pharmacies.

Problems with the processing of prescriptions, the dispensing of medication, by pharmacies.

NMM has no control over or responsibility for any individual pharmacy, or its policies in relation to the acceptance or processing of prescriptions, the dispensing of medication, or delivery or opening times.

If a prescription issued to you by a doctor, is not processed, dispensed or (if applicable) delivered to you correctly; we recommend that you contact the nominated pharmacy. You may, in these circumstances, be entitled to a refund from the relevant pharmacy. You will not, however, be entitled to a refund for the fees you have paid for the video consultation itself.

7. Fees

The fee for an initial consultation is stated on the website and the duration is 45 minutes. Review appointments take place at regular time points as suggested by the patient pathway and last 30min. 

Regular reviews every 6 months or at least yearly, are recommended and the doctor will provide you with your individualised care plan.

Occasionally, depending on your specific needs and after discussing and agreeing this with you, we may recommend you see another practitioner (such as a nutritionist) or another healthcare provider as appropriate. These fees may be payable directly to the respective healthcare practitioner.

Where possible, we will collaborate with your GP and may recommend a referral via the NHS if appropriate.

All licensed medication prescribed to you must be paid for directly to the pharmacy from which you obtain the medication by showing a copy of the prescription. We can also email your prescription securely to your designated pharmacy.  

For personalised/ compounded BHRT medication prescribed to you, your prescription will be sent to the nominated Compounding Pharmacy, who will notify you of the receipt of your prescription. You will need to pay directly to the pharmacy via their online portal and the medication will be formulated and dispensed to you by the Pharmacy. Medications will be delivered to you via Royal Mail. 

.

8. Video Consultations

For a video consultation, you must make a booking online and choose a time slot. All appointment times are by reference to local UK time.

Following the completion of your booking for a consultation, you will receive an email confirming the date and time of your appointment together with a link to access the secure video consultation. 

Sometimes, when the email hasn’t arrived within an hour of you making the booking, it may be because of it automatically going to the email junk folder, However, if you still haven’t received the email, please contact us at info@newmodelmedicine.com

At times, due to medical emergencies (staff sickness) or other reasons beyond our reasonable control, we may also need to change your appointment time. We reserve the right to do so at any time up to the confirmed start time of your appointment. We will, in such circumstances, write to you or call you to agree an alternative appointment time.

On the date and time of your allocated slot, you must click on the link provided to you to commence your video consultation.

Following the end of the consultation, the doctor will, if required, issue a prescription based on the information you provided. This will be emailed to the pharmacy of your choice or one of our designated pharmacies. 

You may cancel an appointment for a video consultation at any time up to two working days before the confirmed start time of your appointment without incurring any charges.

Any cancellation less than two working days’ notice will incur a full charge.

If you wish to cancel, either call us on 020 81942171 during our working hours or email us at info@newmodelmedicine.com and provide your name, date of birth and the time of your consultation.

1. Accessing the Heydoc System

Access to the Services relies on you being able to receive data over the Internet via Wi-Fi or a mobile data connection, using a PC, mobile device or tablet. You are responsible for making all arrangements and payments necessary for you to access the services, including internet and network connections, an appropriate mobile device, and any additional software or hardware required.

In order to participate in a video consultation via the Heydoc system, you will need to ensure that the operating system and browser you are using meet the following minimum specification:
Operating System requirements: Windows 10 or Mac OS X 10.11.6 or newer
Browser: Google Chrome

We recommend that you check this prior to the confirmed start time of your video consultation, as we will not be able to refund your fee if you are unable to connect as a result of the operating system and / or browser that you are using, or if you have a poor internet connection.

For the internet connection, we recommend a minimum of 1MB/s of available bandwidth, and at least 3MB/s of available bandwidth for the best connection for a Live Consultation.

In the event of a lost connection, the doctor will endeavour to contact you to re-initiate the consultation or contact you by telephone.

You agree and accept that we are not responsible for:

(i) The availability of the internet or any communications network; or

(ii) For any errors caused by transmission of information, data or communication over telecommunication carriers or poor internet connections.

1. 10.Unavailability of the Services

We will do our utmost to ensure that availability of the services will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed. Also, your access to the services may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction.

In the unlikely event of a problem with the provision, or the unavailability, of the services:

(i) We will use our reasonable efforts to restore the services and rectify any defects;

(ii) We will try to contact you by telephone to continue the consultation;

(iii) You will not be required to pay or (if applicable) you shall be entitled to a refund for any service or product purchased where we have caused such defect and we were unable to provide you with the service or product following your purchase.

1. Payment

In order to pay for the services, you will need to provide payment card details. You must have appropriate authority to use the payment card which you use for payment.

Your card will be charged at the time of booking a consultation.

You agree and authorise us to charge your debit or credit card with any charges for services or products that you have purchased. Any failure of authorisation processes will result in the services or products not being provided and any booked consultations will be cancelled.

We do not take payments from insurance companies.

Payment processing services are provided by Stripe. The details you provide to us via the Heydoc System are passed directly to Stripe and will be subject to its terms of use and privacy policy (https://stripe.com/gb/privacy). By inputting payment card details, you are consenting to the use of the payment card details by Stripe for the purpose of paying for your order. If you have any questions relating to these services, please contact Stripe at privacy@stripe.com.

NMM does not store any of your payment card details on its systems.

1. 12.Your use of the NMM and the Services

By proceeding to use NMM, you agree to the following:

(i)  The Patient doctor relationship is based on trust and mutual respect. You agree to disclose all relevant information truthfully to the best of your knowledge. This applies to both the video consultations as well as any other communication with a doctor.

(ii) The services and advice provided to you when you use NMM is based on the information you have supplied. It is your responsibility to ensure this information is accurate and complete and you accept that failure to do so (whether intentionally or not) will affect the advice given to you and the medicines prescribed to you and, as such, may have consequences for which neither we or any doctor can be responsible for.

(iii) We cannot accept liability and are not liable for any loss, damage or distress that you may suffer as a result of your failure to follow advice provided to you when you use NMM or from your failure to pass on information to your regular healthcare provider. You accept that the advice given to you by any doctor does not replace the advice you receive from your regular healthcare provider. You must tell your regular healthcare provider about any treatment and/or medication that you receive through use of NMM.

(iv) We share your personal data with pathology laboratories (e.g. for blood analysis), pharmacies, diagnostic clinics (such as but not exclusive to ultrasound clinics, mammograms and bone scan clinics). In addition, we will share your personal data with appropriate specialists if the need arises.

It is mandatory that we notify your GP of your treatment with us. This is a compliance requirement of the General Medical Council.
We will always offer to notify your GP of any medicines that we have prescribed, but if you do not consent to GP communication, it is your responsibility to notify your GP.
At the end of every consultation, the doctor will write a summary including the medication he/she has prescribed and your next review date. This will be emailed to your GP unless you have specifically requested us not to. A copy of this letter will always be shared with you for your own records via the Heydoc patient platform.

We may need to share your personal data with health authorities, NHS Trusts, special health authorities, legal authorities and ambulance services. With your consent and, subject to strict sharing protocols about how it will be used, we may also share your information with social services, education services, local authorities, voluntary sector providers as well as the private sector.

Please note that in an emergency situation, we may need to contact another healthcare professional, social services or the emergency services without your consent, even when you have not consented to contacting your GP. This is a safeguarding requirement and we will only do this in exceptional circumstances.

(v) Regarding the medication being prescribed and dispensed to you, you are responsible for checking that the medication dispensed by your nominated pharmacy is the correct medication and that such medicine is not damaged in any way. The pharmacy has it’s own regulatory processes in place to prevent such errors, however If in doubt, you must contact the pharmacy to seek advice. You must carefully read all product packaging and labels prior to taking any medication or commencing treatment.

By registering with NMM, you warrant and represent to us that:

(i) you are legally capable of entering into binding contracts;

(ii) you are at least 18 years old;

(iii) you have not registered with us more than once and only for yourself;

(iv) you have provided your legal name and permanent address;

(v) you have answered all questions truthfully and fully and you have not omitted anything of importance; and

You further undertake that:

(i) you will not take part in a video consultation or use the services on behalf of anyone other than yourself;

(ii) you will follow any instructions given in relation to any prescription provided to you, and you will promptly report any side effects of any prescription to a doctor;

(iii) you will not use any medication prescribed to you after its expiry date;

(iv) you will immediately notify us or the doctor if any information held by NMM about you is inaccurate or incomplete;

(v) in the interests of maintaining privacy and security of information, you will not make any private copies of any recordings of consultations.

(vi) you will not permit any unauthorised person to access your prescription or use medication prescribed to you.

1. 13.Limitation of Liability
   
   NMM’s liability for all warranties, conditions and other terms implied by statute or common law are excluded to the fullest extent permitted by law.

NMM shall not be liable to you or be deemed to be in breach of these terms and conditions by reason of any delay in performing, or any failure to perform, any of our obligations if the delay or failure was due to any cause beyond our reasonable control.

Nothing in these Terms and Conditions excludes or limits the liability of the NMM

• for death or personal injury caused by our negligence;

• for any matter which it would be illegal for us to exclude or attempt to exclude our liability; or

• for fraud or fraudulent misrepresentation.

While NMM may prescribe medications and/or recommend treatments and/or products to be supplied by third parties, NMM is not responsible for the supply and/or delivery of such prescribed medications, treatments or products which shall in each case be the responsibility of the relevant provider.

All Doctors are independent specialists and are registered with the General Medical Council in the UK, and their registration details and status can be found at www.gmc-org.uk. Doctors are not employed by us but are independent contractors, and all are obliged to provide their services with the knowledge, skill and care in accordance with the guidelines and regulations laid down by the General Medical Council. 

We do not guarantee the availability of any particular Doctor. 

Subject to the above, and to the extent permitted by law, neither NMM or a Doctor or any third parties involved in or connected with the provision of the Services shall be liable for:

(i) any loss, damage or distress arising from reliance on information or reliance on availability of the Services; or

(ii) any indirect, consequential or economic loss, damage or distress (including any such loss, damage or distress arising from unauthorised use of or damage to your data or content), incurred by you or any user of the Services as a result of using NMM

Subject to the above, and to the extent permitted by law, neither NMM, any Doctor or any third parties involved in or connected with the provision of the Services shall be liable for any loss, damage or distress or damages arising in circumstances where the Services, Advice or Products are used for any treatment that is urgent, is an emergency or where a physical face to face examination is required or where the issue is suited to non-remote communication. We advise that, in any of these circumstances, you contact your GP, other medical practitioner or the emergency services.

NMM is a distinct and separate entity to the pharmacies, including any nominated pharmacy; and any other third party referred to in these Terms as a supplier of Products (including, without limitation, Roseway Labs, The Doctors Laboratory and Nationwide Pathology).

While NMM may prescribe medications and/or recommend treatments and/or products to be supplied by third parties, NMM is not responsible for the supply and/or delivery of such prescribed medications, treatments or products which shall in each case be the responsibility of the relevant provider.

1. 14.Content on the NMM system

Any information provided on the Website is for educational and informational purposes only, and none of it should be construed or relied upon as medical advice, unless it is directly provided to you by a Doctor.

NMM does not accept any responsibility for any loss which may arise from reliance on any information contained on the Website.

1. 15.Links from the Website

Where the Website contains links to other websites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those websites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them.

1. 16.Communication – Written/Email

You accept that communication with us will be mainly electronic and where such information would normally under applicable laws be required to be sent to you in writing you waive this right and agree to receive any such information from us electronically. We will contact you by e-mail or provide you with information by posting notices on the Website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

NMM can be contacted by emailing us at info@newmodelmedicine.com

1. 17.Changes

We may make changes to NMM, any content or material published, or these Terms at any time at our absolute discretion. Depending upon the changes we may require you to read and accept a new agreement for you to continue to use NMM and Heydoc system.

1. 18.Use of your Personal Information

You agree to our use of your personal information as set out in our Privacy Policy

In particular, any personal information relating to you that you provide to us or that is generated as a result of your use of the services (e.g. the results of any consultation with a doctor) may be used to:

(i) provide the Services, Advice and/or Products purchased;

(ii) provide information to other healthcare providers and professionals;

(iii) take payment for the services and/or products purchased;

(iv) provide relevant information to doctors and nominated pharmacies involved in conducting consultations with you and / or dispensing prescriptions;

(v) detect or prevent fraudulent activity; and

(vi) comply with requests by any regulatory authority.

If you have any concerns in relation to the way we are using your personal data, please contact us at  info@newmodelmedicine.com

1. 19.Feedback / Complaints

If you wish to provide us with any feedback, please email us at  info@newmodelmedicine.com

In the event that you wish to make a complaint, you may do so by emailing us at the email address noted above. We request that all complaints are made in writing and as soon as possible after the event so that we may establish what occurred in a timely manner.

We will allocate a senior member of our team to deal with the issue raised in your complaint. The senior member of our team allocated to your complaint will investigate every aspect of the complaint and discuss it with all those concerned or involved.

We endeavour to resolve all complaints quickly. We will acknowledge your complaint within three (3) working days and will aim to have it fully investigated within twenty (20) working days from the date we receive it. We will write to you to let you know of any delays to this timescale.

Upon completing our investigation, you will receive a letter setting out the outcome of our investigation into the complaint, and we will take any and all actions necessary and reasonable to ensure that problem is not repeated.

The details of our complaints procedure is outlined on our website in the Contact Us section.

1. 20.General

All provisions of this Agreement which by their nature are intended to continue shall survive termination, including terms relating to exclusions and limitations of liability, intellectual property restrictions and on-going use of your data.

Termination of this Agreement or the Services shall not affect accrued rights and liabilities of you or us up to the date of termination.

No provision of this Agreement is intended to be enforceable by any person other than you and us.

We may, without your consent, assign or transfer any or all of our rights and obligations under this Agreement to any successor in title of all or part of the services, or intellectual property or other rights or obligations subsisting in relation to the same.

This agreement constitutes the entire agreement between the parties and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between them, whether written or oral, relating to its subject matter.

Each party agrees that it shall have no remedies in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in this agreement. Each party agrees that it shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement. Nothing in this paragraph clause shall limit or exclude any liability for fraud.

If any provision of this Agreement is found by any court or legal authority to be invalid, unenforceable or illegal, the other provisions shall remain in force and, to the extent possible, the provision shall be modified to ensure it is valid, enforceable and legal, whilst maintaining or giving effect to its commercial intention.

We will not be held responsible for any delay or failure to comply with our obligations under these Terms if the delay or failure arises from any cause which is beyond our reasonable control. This does not affect your legal right to have goods services provided within a reasonable time or to receive a refund if services ordered cannot be supplied within a reasonable time owing to a cause beyond our reasonable control.

This Agreement is governed by the laws of England and Wales, and the courts of England and Wales shall have jurisdiction to hear any disputes arising in connection with it.