TERMS AND CONDITIONS
This policy is updated from time to time. The latest version is published on this page. These Terms and Conditions were updated on: 10th May 2019
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These Terms & Conditions are written confirmation of the Services available to you. It is important that you read them carefully. By accepting these Terms and Conditions you agree to be bound by them.
Certain words in these Terms & Conditions have been given specific meanings as described below. They have this specific meaning when they appear in bold print throughout this document.
Benefit(s): The benefits which you are entitled to under the Cancer Support Package subject to the terms and conditions that apply.
Cancer Nurse Specialist: A trained healthcare professional with experience in cancer. They will provide you with general support, information and guidance to help you cope with the impact of your cancer diagnosis. Cancer Support Specialists are unable to provide clinical opinions.
Care Navigator: This person will be your first point of contact. They will ensure we have a full understanding of your needs and concerns following initial contact with us. The Care Navigator will also help you understand the services available to you.
Case Manager: This person will be your key point of contact. They will provide you with logistical and support services throughout the UK and ensure that all appointments run smoothly and that your emotional, practical and physical needs are fulfilled. They will ensure that you receive a seamless service by removing the burden of accessing appropriate healthcare services.
Consent Authority: The authorisation, from you, for us to:
- access your medical records
- discuss confidential information with a nominated representative, where relevant
- discuss your data with consultants, your GP and your oncologist.
Consultant: Any person or organisation, within our network, who you have agreed are to carry out services for you and with whom we have facilitated those services on your behalf.
Network: The providers of clinical and non-clinical services who have agreed to collaborate with HSC in the provision of services.
Nominated representative: The person you nominate to represent you, as notified to us by you.
Services: The services available as part of the Cancer Support Package.
Services: The services available as part of the Cancer Support Package.
Third party services: Services provided by an individual or organisation other than HSC, who are selected based on their expertise in a specialty or subspecialty. We are not responsible for the information provided by any third party services and accept no liability for the information provided, and we accept no liability for any loss or damage caused by any act or omission of any third party to whom we may direct you.
UK: The United Kingdom of Great Britain and Northern Ireland.
We / us / our: HSC.
You / Your: The beneficiary of the Services.
3 What’s included?
The “Core” package provides access to the following services;
|Service||What’s included||Limits & exclusions|
|Personal Cancer Care Review||Your Personal Cancer Care Review includes;
– An initial call with a dedicated Case Manager to discuss your situation, diagnosis and planned treatment
– An assessment that helps you think through your clinical, emotional and practical needs
– A one-to-one telephone review with a Cancer Nurse Specialist who will focus on your clinical, emotional and practical support needs. The one-to-one will focus on those things that are most important to you, and that you may not get the chance to ask about, or may not feel comfortable asking in consultations with your doctor. They will take you in detail through your current medical situation, diagnosis and treatment plan and help you to identify and recognise your most pressing needs and concerns.
– A Personal Summary designed to provide a review of your current situation and diagnosis, and what’s important to you, as well as provide useful sources of information and support tailored to your needs.
In addition to the above, as part of the Personal Cancer Care Review service, we may direct you to third party services for guidance, advice or information.
|The Core package entitles you to the provision of one Personal Cancer Care Review.
Service delivery will be conducted remotely.
|Support Plan||Following your Personal Cancer Care Review, we will recommend and implement a personalised Support Plan.
Your Support Plan will be relevant to your specific concerns, needs and cancer type and designed to support you during and after treatment.
Your Support Plan will identify;
– Key areas of focus, as identified by your Cancer Nurse Specialist during your Personal Cancer Care Review
|Any costs for third party service fees resulting from your Support Plan are payable by you directly to the service provider.|
|Pathology Review||Should we identify as part of your Personal Cancer Care Review that you would benefit from confirmation that original test results have been interpreted correctly and you have an accurate diagnosis, The Core package provides you with access to a Pathology Review from a medical professional within the UK private sector to ensure your diagnosis is correct.
Your Pathology Review service includes:
– The requesting of full medical notes and imaging
– The auditing of medical notes and imaging for completeness, and follow up with all parties to identify and locate any missing information
– The arrangement of a review of your pathology to ensure the original diagnosis is correct.
– A report from the pathologist detailing their interpretation and diagnosis
Your Pathology Review will be undertaken by a UK based third party service provider.
|The Core package entitles you to the provision of one funded Pathology Review.
We will fund the cost of the pathologist’s fees up to a maximum of £350. Any costs exceeding this amount are payable by you.
Consent Authority is required ahead of the provision of a Pathology Review. Failure to provide Consent Authority will impact our ability to proceed with the specified service provision.
It is not our responsibility to validate the accuracy of medical notes.
We reserve the right to exceed any limits at our discretion.
|Expert Second Opinion||Should we identify as part of your Personal Cancer Care Review that you would benefit from a second opinion on your original treatment plan, the Core package provides you with access to an Expert Second Opinion from a UK based private expert, in your specific cancer, to provide reassurance that your care plan is the most appropriate and that all treatment options have been explored.
Your Expert Second Opinion service includes:
– The requesting of full medical notes and imaging (if not already undertaken as part of a Pathology Review)
– The auditing of medical notes and imaging for completeness, and follow up with all parties to identify and locate any missing information (if not already undertaken as part of a Pathology Review)
– An internal review to identify a shortlist of relevant UK specialists
– The arrangement of an Expert Second Opinion
– Support from a Cancer Nurse Specialist before and after your consultation
– Optional in person support from a Cancer Nurse Specialist during your consultation
– A report from the Consultant summarising their opinion and recommended treatment options.
Your second opinion will be undertaken by a third party service provider. Consultants are selected based on the information provided by you during your one-to-one consultation with a Cancer Nurse Specialist and the information available in your medical notes.
|The Core package entitles you to the provision of one funded Expert Second Opinion.
We will fund the cost of the Consultants and associated fees up to a maximum of £550. Any costs exceeding this amount are payable by you.
Costs associated to any subsequent second opinion services, such as Consultants fee and costs for travel and/or accommodation, are payable by you.
Consent authority is required ahead of the provision of an Expert Second Opinion. Failure to provide Consent Authority will impact our ability to proceed with the specified service provision.
In-person consultation support is limited to a maximum of 3 hours, within 1 hours travel from London.
It is not our responsibility to validate the accuracy of medical notes.
We reserve the right to exceed any limits at our discretion.
The “Support” package provides access to the following services;
|Benefit||What’s included||Limits & exclusions|
|Personalised Support||Following a cancer diagnosis, the Support package provides you with either 12 or 24 months of Personalised Support from a dedicated Case Manager and Cancer Nurse Specialist to reduce the burden of cancer and create the optimum environment for your recovery. The type of support we provide will be determined by what’s most important to you and where we can add the most value to help you cope with your specific emotional, practical and physical needs.
An initial call with one of our Care Navigators will enable us to get to know you and gain a greater understanding of your diagnosis and personal circumstances. The Care Navigator will ensure that you have a full understanding of the services available to you and will connect you with a dedicated Case Manager who will look after you throughout the 12/24 month period.
A dedicated Case Manager will be your key point of contact and will:
– Assist in answering questions about your consultations, reviews or tests
– Arrange private medical appointments if needed
– Collect and/or chase documents and records and arrange safe transfer in advance of any medical appointments
– Co-ordinate travel and accommodation to attend private medical appointments where needed
– Arrange access to general concierge services (e.g. home management, nutrition and counselling services)
– Undertake ongoing reviews and management of your Support Plan (see Support Plan’ benefit for details of what’s included)
A Cancer Nurse Specialist will:
– Help you to identify your clinical, emotional and practical needs
– Help you prepare questions ahead of appointments
– Assist in answering diagnosis and treatment questions
– Suggest ways to cope with physical problems
– Recommend additional sources of cancer support
– Be available in person to attend consultations with you if required
|Support services, excluding the provision of in-person support from a Cancer Nurse Specialist, will be provided remotely by telephone or email.
Support from a Case Manager is subject to an overall maximum of;
– 30 hours for the duration of a 12 month support period; or,
– 60 hours for the duration of a 24 month support period
Support from a Cancer Nurse Specialist is subject to an overall maximum of;
– 18 hours for the duration of a 12 month support period; or,
– 36 hours for the duration of a 24 month support period.
In person consultation support is limited to a maximum of 3 hours, within 1 hours travel from London. In person support is subject to the overall maximum of available Cancer Nurse Specialist time available.
Where applicable we will pay the NHS cost to collect up to 3 sets of medical records. Subsequent collection costs are payable by you.
Costs for third party service fees resulting from the arrangement of general concierge services including UK based travel and/or accommodation are payable by you directly to the service provider. Where pre-payment is required to confirm a booking, we will seek payment from you before making a reservation.
We reserve the right to exceed any limits at our discretion.
4 How to access services
If you need to access the services available to you under the Cancer Support Package or to speak to us about an existing query please contact us:
Tel: 0207 965 0280
(9am – 5.30pm / Mon – Fri, excluding bank holidays)
The following clauses are important conditions that describe how we will provide the services to you:
You must authorise us to disclose information disclosed by you, or information disclosed to us with your authority, to:
- our personnel for the purpose of arranging the services and any consultants from whom opinions and advice are sought;
- your nominated representative (and you authorise us to discuss your condition with such nominated representative);
- your GP and your oncologist; and
- third parties for the purpose of identifying and arranging relevant services.
You will provide all information, and any necessary authorisations, that are required in order for us to arrange the services for you. Any information you provide, whether about yourself or another person, must be accurate and complete to the best of your ability and knowledge. We accept no liability for any loss whatsoever which you incur howsoever caused and which arises as a result of (whether directly or indirectly) inaccurate or incomplete information provided by you.
We will assist you in obtaining the services in accordance with these terms and conditions to the extent that the services are available and where applicable, your physician or consultant has agreed that the service is appropriate for you and you have given consent for the service to be provided.
We will provide you with assistance in obtaining the services in the UK only.
The decisions regarding your medical care and treatment, and the services you require, are based on the independent medical judgement of your physician and consultant and are carried out at your own risk.
At your instruction, we will arrange for consultations with consultants to provide the services to you.
You agree that in relation to the provision of private medical treatment as a service we are acting as your agent (not as principal) and not as agent of the consultant providing such service.
We shall use reasonable endeavours to:
- conduct reasonable research and take reasonable care in the recommendation to you of the consultant; and
- inform and instruct the consultant as to your personal requirements as understood by us.
We will not be providing you with any medical service, or clinical service or healthcare and we are not liable for any loss or damage arising from the provision of a service by a consultant or other physician, or if you take action relying on the advice or information provided by the consultant or other physician.
While we shall use reasonable endeavours to ensure suitable skill and qualification of a consultant, should the standard of skill of a consultant fall below the standard which would reasonably be expected we shall not be liable, nor shall we be liable for any loss or damage caused by a consultant or by you resulting from a breach of any agreement between you and a consultant.
We only arrange the services for domestic and private use. You agree not to use the services for any commercial, business, or resale purpose.
We do not exclude or limit in any way our liability for:
- death or personal injury caused by our negligence; or
- fraud by us; or
- any liability which cannot be excluded or limited under applicable law resulting from our work in arranging the services.
We will make every effort to arrange the services according to the timetable that we may have agreed with you. However, there may be delays due to events outside our control, and we are not liable for the consequences of such delays provided that we have tried to minimise the delays caused.
We do not accept any liability for delays to or suspension of services for reasons outside our control, and we will re-arrange these services as soon as possible after the event.
We may provide you with information and lists of products, services or suppliers that are relevant to the services. Any information of this nature provided by us is not a recommendation by us, and it should not be considered to be medical or clinical advice.
We are not responsible for arranging any licences, passports, visas, insurances or other documents that may be required in relation to your use of the services unless we explicitly agree in writing that we shall arrange for them beforehand. In which case additional charges will be made.
We acknowledge that the medical information relating to you is confidential. We will keep your information confidential and will not disclose such information to any other person, other than the people specifically nominated by you, except to the extent that such information is required by us to provide the services, or as otherwise required by law (see section 6). You further agree that for the performance of the services, we shall use such methods as we deem appropriate and necessary for the storage and distribution of your information and data to our personnel, consultants, and others.
HSC is a medical concierge service provider. Please note that we are not a healthcare provider and do not endorse or warrant the accuracy or suitability of the medical advice of any consultant that we refer you to.
5 General Terms & Conditions
Duty to comply:
We will only be liable to provide services under the Cancer Support Package if you have at all times complied with the terms and conditions.
The law applicable to this contract is the law of England and Wales. Each party agrees that the Courts of England and Wales shall have exclusive jurisdiction in respect of any dispute which may arise out of, or in connection with, these terms & conditions or any service provided.
Transferring the services
You cannot transfer the services included in the Cancer Support Package to anyone else without our written consent.
You may contact us to cancel a Service, at any time before the Service is due to be provided. We will confirm your cancellation in writing.
Provided that we have not incurred costs in arranging for the Service to be provided, you will receive a full refund of any fee paid in advance. Where we have incurred costs in arranging the provision of the Service up to the date of cancellation, we will deduct such sums from our refund of any fee paid in advance.
You may cancel a Service with immediate effect by giving us written notice if:
- We breach this Agreement in any material way and we do not remedy the breach within 7 days of you asking us to in writing;
- We go into liquidation or a receiver or an administrator is appointed over our assets other than as part of a reorganisation of the company or group of companies to which it belongs or is connected from time to time;
- We are affected by any act or event beyond our reasonable control, including, but not only, strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks for a period exceeding 7 days.
Please note that cancellation of the Service under this clause will not cancel any contract with a Consultant or other Service you have agreed to be procured on your behalf and you will remain liable for any costs and expenses due and/or incurred prior to the date of cancellation.
You will pay the fees due, as set out in the Services Confirmation, to arrange Services and for the Services to be provided.
If you fail to pay the amount due or payment has been made and the funds have not been cleared by our bank, then we may delay the Service until such time as full payment in clear funds have been received.
If you fail to pay our costs for a Service, we will remind you that the payment is due, and we will be entitled to interest from the due date until payment of the overdue sum, whether before or after judgment at the rate of 4% per annum above the Bank of England’s base rate from time to time.
If you dispute that a payment is due, in good faith, please inform us promptly so that we may investigate it and the payment will be suspended, or such part of the payment which is in dispute, until we resolve the issue to your satisfaction and inform you of the amount properly payable.
6 Who We Are
Harley Street Concierge Ltd (now trading as and referred to herewith as HSC) (‘we’ or ‘us’ or ‘our’) gather and process your personal information in accordance with this privacy notice and in compliance with the relevant data protection Regulation and law. This notice provides you with the necessary information regarding your rights and obligations, and explains how, why and when we collect and process your personal data.
HSC’s registered office is at Regent House, 316 Beulah Hill, London, SE19 3HF and we are a company registered in England and Wales under company number 8331310. We are registered on the Information Commissioner’s Office Register of Data Controllers under registration number ZA033036, and act as a data controller & data processor. Our designated Data Protection Officer/Appointed Person for the organisation is Vicky Pollitt, and we can be contacted at HSC, The Square, Basing View, Basingstoke, Hampshire, RG21 4EB.
Information That We Collect
HSC processes your personal information to meet our legal, statutory and
contractual obligations and to provide you with our products and services. We will never collect any
unnecessary personal data from you and do not process your information in any way, other than
already specified in this notice.
The personal data that we collect from you is: ‐
- Date of Birth
- Home Address
- Personal Email
- Business Email (if applicable)
- Home Telephone Number
- Mobile Telephone Number
- Employer Name (if applicable)
- Employer ID (if applicable)
- Relationship to main member (if applicable)
- NHS Number
- Health data including diagnosis, full medical history (including imaging) and details of any
We collect information in the below ways: ‐
- On‐line forms
- Via websites
- In person
- Over the phone
- Via third party organisations (e.g. the NHS, your employer, your broker or benefit platform)
- By e‐mail
- Via the post
How We Use Your Personal Data
HSC takes your privacy very seriously and will never disclose, share or sell your data without your consent, unless required to do so by law. We only retain your data for as long as is necessary and for the purposes specified in this notice. Where you have consented to us providing you with promotional offers or marketing, you are free to withdraw consent at any time.
The purposes and reasons for processing your personal data are detailed below: ‐
- We collect your personal data in the performance of a contract or to provide a service requested
- We collect and store your personal data as part of our legal obligation for business accounting
and tax purposes.
You have the right to access any personal information that HSC processes
about you and to request information about: ‐
- What personal data we hold about you
- The purposes of the processing
- The categories of personal data concerned
- The recipients to whom the personal data has/will be disclosed
- How long we intend to store your personal data for
- If we did not collect the data directly from you, information about the source
If you believe that we hold any incomplete or inaccurate data about you, you have the right to ask us to correct and/or complete the information and we will strive to update/correct it as quickly as possible; unless there is a valid reason for not doing so, at which point you will be notified. You also have the right to request erasure of your personal data or to restrict processing in accordance with data protection laws, as well as to object to any direct marketing from us and to be informed about any automated decision‐making that we use. If we receive a request from you to exercise any of the above rights, we may ask you to verify your identity before acting on the relevant request; this is to ensure that your data is protected and kept secure.
Sharing and Disclosing Your Personal Information
We do not share or disclosure any of your personal information without your consent, other than for the purposes specified in this notice or where there is a legal requirement. HSC uses third‐parties to provide the below services and business functions, however all processors acting on our behalf only process your data in accordance with instructions from us and comply fully with this privacy notice, the data protection laws and any other appropriate confidentiality and security measures.
Clinicians & Medical Service Providers
We will share your name, contact information and your relevant medical records with a variety of Clinicians and Medical Service Providers to enable the performance of the contract you enter with us for a specific service. This information will only be shared when you have given us your consent. We will send you relevant documentation prior to us commencing our services that will allow you to provide your consent.
For more information about Paypal, please read their Privacy Notice at:
Amtrust (AEL Ltd)
Where relevant, we will share your name, your gender, your date of birth, your home address, your personal and business e‐mail, your telephone numbers, you employer name and employer ID, relationship to the main member (if applicable), your NHS number and any relevant health data including diagnosis and treatment information with your insurer, Amtrust. This information will only be shared when you have given us your consent. We will send you relevant documentation prior to us commencing our services that will allow you to provide your consent.
HSC takes your privacy seriously and we take every reasonable measure and precaution to protect and secure your personal data. We work hard to protect you and your information from unauthorised access, alteration, disclosure or destruction and have several layers of security measures in place, including: ‐
Data access restrictions
Privacy By Design
Staff training and awareness on Data Protection
Consequences of Not Providing Your Data
You are not obligated to provide your personal information to HSC, however, as this information is required for us to provide you with our services, we will not be able to offer our products or services without it.
How Long We Keep Your Data
HSC only ever retains personal information for as long as is necessary and we have strict review and retention policies in place to meet these obligations. We are required under UK tax law to keep your basic personal data (name, address, contact details) for a minimum of 7 years after which time it will be destroyed. Where you have consented to us using your details for direct marketing, we will keep such data until you notify us otherwise and/or withdraw your consent.
Special Categories Data
Owing to the products and services we offer, HSC sometimes need to request sensitive personal information from you to such as your health data and medical history. Where we collect sensitive personal data, we will only request the information required for the specified purpose and always ask for your explicit consent through a signature. You can modify or remove consent at any time, which we will act on immediately, unless there is a legitimate interest or legal reason for not doing so.
Occasionally, HSC would like to contact you with details of the products, services and information that we provide. If you consent to us using your contact details for these purposes, you have the right to modify or withdraw your consent at any time by using the
optout/unsubscribe options or by contacting HSC directly.
Lodging A Complaint
HSC only processes your personal information in compliance with this privacy notice and in accordance with the relevant data protection laws. If, however you wish to raise a complaint regarding the processing of your personal data or are unsatisfied with how we have handled your information, you have the right to lodge a complaint with the supervisory authority.
The Square, Basing View, Basingstoke, Hampshire, RG21 4EB
0207 965 0290 or firstname.lastname@example.org
Information Commissioners Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
0303 123 1113 or www.ico.org.uk
7 Complaints Procedure
We hope you will be truly satisfied with the service(s) we provide, but if you feel that we have not offered you a first class service please use the contact details below:
You will be contacted within two business days of receiving your complaint to inform you of what action is being taken. We will try to resolve the problem and give you an answer within four weeks. If it will take longer than four weeks we will tell you when you can expect an answer.
Important note: Any complaint regarding the performance of services by any consultant or any other third party service provider is to be made directly to the party concerned, however please also let us know of any complaint you have, and where possible, we will help you.