Private GP Surgery

Nordicsprings Health Limited – Private GP Service

Version: 1.0

Date: April 2026

Review Date: April 2027

Contact: nordicspringshealth@gmail.com

Nordicsprings Health Limited is a private GP service operating from The Hope Centre, Saxonbrook Medical Practice, Maidenbower Square, Crawley RH10 7QH. Nordicsprings Health Limited is legally and clinically independent from Saxonbrook Medical Practice.

This policy explains how patients can book, manage, cancel and pay for appointments with Nordicsprings Health Limited. It should be read together with our Privacy Policy, Complaints Policy and any service-specific information provided before or during booking.

1. Booking an appointment

Appointments may be booked online through Cliniko, through our website, by email, by telephone, or directly with the clinic team.

When booking an appointment, patients must provide accurate personal, contact and clinical information. This may include full name, date of birth, contact details, reason for attending, relevant medical history, current medication, allergies and NHS GP details where appropriate.

For new patients, a registration and medical history form may be required before the appointment is confirmed. The clinic may also request further information before deciding whether the selected appointment type is clinically suitable.

A booking is only confirmed once the appointment has been accepted by the clinic and, where applicable, payment or pre-authorisation has been completed.

2. Cliniko online booking terms

Nordicsprings Health Limited uses Cliniko to manage appointment bookings, reminders and clinical records.

Before completing an online booking, patients may be asked to confirm that they have read and accepted these booking terms, the Privacy Policy and any service-specific information shown during the booking process.

Patients are responsible for checking that the appointment type, date, time, practitioner, location and contact details are correct before confirming the booking.

Automated email or SMS reminders may be sent, but reminders are provided as a courtesy only. Failure to receive a reminder does not remove the patient’s responsibility to attend, cancel or reschedule the appointment in accordance with this policy.

3. Choosing the correct appointment type

Patients must select the appointment type that best matches the reason for attending.

Some appointment types are suitable only for specific clinical needs. For example, GLP-1 weight-management appointments, travel vaccination appointments, mental health appointments, screening appointments and prescription-related appointments may require specific clinical information before the appointment can proceed.

If a patient books the wrong appointment type, the clinician or clinic team may change, shorten, extend, reschedule or decline the appointment where this is clinically necessary or operationally appropriate.

Booking an appointment does not guarantee that a prescription, medication, vaccination, referral letter, sick note, test, scan, certificate or treatment will be provided. All clinical decisions remain at the discretion of the clinician following appropriate assessment.

4. Medical safety and suitability

Nordicsprings Health Limited may refuse, cancel, postpone or redirect an appointment if:

the service requested is not clinically appropriate;the patient has not provided required information;the patient requires emergency or urgent care;the appointment should be managed by NHS urgent care, 111, 999, A&E or another specialist service;the patient is outside the scope of the service;the clinician considers it unsafe to proceed;the patient behaves abusively, threateningly or inappropriately;there is a safeguarding, legal or professional reason not to proceed.

Nordicsprings Health Limited is not an emergency service. Patients with chest pain, severe breathing difficulty, stroke symptoms, severe allergic reaction, severe abdominal pain, suicidal crisis, sudden neurological symptoms, heavy bleeding, collapse or any other emergency symptoms should call 999 or attend A&E immediately.

For urgent but non-emergency NHS advice, patients should contact NHS 111.

5. Fees and payment

Appointment fees are displayed on the website, in Cliniko, or confirmed by the clinic before booking.

Payment may be required at the time of booking, before the appointment, or immediately after the appointment, depending on the service type.

Additional costs may apply for medication, vaccines, blood tests, pathology, investigations, medical reports, letters, certificates, prescriptions or other non-consultation services. These costs will be explained where reasonably possible before the additional service is provided.

Medication, vaccines and laboratory tests may be charged separately from the consultation fee. Prices may vary depending on supplier cost, product, dose, availability and clinical requirements.

6. GLP-1 weight management appointments

GLP-1 medication appointments are clinical review appointments. They do not guarantee that medication will be prescribed or supplied.

The clinician must assess suitability, contraindications, side effects, progress, safety, dose requirements and monitoring before prescribing or continuing treatment.

Medication is charged separately and confirmed before supply. Medication price may vary depending on product, dose and availability.

Monthly GLP-1 reviews are separate appointments. Cliniko appointment types do not automatically create a monthly repeat appointment from the appointment-type setup page. Patients must book each monthly review themselves unless the clinic confirms that it will arrange the next appointment manually.

7. Cancellation and rescheduling by the patient

Patients may cancel or reschedule an appointment by using the online booking link, contacting the clinic by email, or contacting the clinic by telephone where available.

Patients should give at least 24 hours’ notice to cancel or reschedule an appointment.

If a patient cancels or reschedules with 24 hours’ notice or more, no late-cancellation fee will normally apply.

If a patient cancels with less than 24 hours’ notice, fails to attend, or arrives too late for the appointment to proceed, Nordicsprings Health Limited may charge 50% of the appointment fee.

This fee reflects the reserved clinician time, administrative time and the reduced ability to offer the appointment to another patient at short notice.

The clinic may waive or reduce the late-cancellation charge at its discretion in exceptional circumstances, such as serious illness, emergency, bereavement or another unavoidable event.

8. Online cancellation restrictions

Cliniko may prevent online cancellation when the appointment is too close to the appointment time. If the patient cannot cancel online, they should contact Nordicsprings Health Limited as soon as possible by email or telephone.

If the cancellation is made with less than 24 hours’ notice, the late-cancellation policy may still apply even if the online cancellation function is unavailable.

9. Non-attendance and late arrival

A patient is treated as a “Did Not Attend” if they do not attend the appointment and have not cancelled in advance.

If a patient arrives late, the clinician may decide whether the appointment can still go ahead. The appointment may need to be shortened, rescheduled or treated as a late cancellation if there is not enough time to provide safe care.

Patients should arrive or log in on time and allow enough time for parking, check-in, identity checks and completion of any required forms.

10. Cancellation or rescheduling by the clinic

Nordicsprings Health Limited may need to cancel or reschedule an appointment because of clinician illness, emergency, operational reasons, room availability, safeguarding concerns, technical issues, or because the appointment is not clinically suitable.

Where Nordicsprings Health Limited cancels an appointment, the patient will be offered a new appointment or a refund of any consultation fee paid for that appointment.

Nordicsprings Health Limited is not responsible for indirect losses, travel costs, loss of earnings or other consequential losses arising from appointment cancellation, except where the law does not allow such limitation.

11. Refunds

Where a refund is due, it will normally be returned to the original payment method.

Refunds may take several working days to appear depending on the payment provider or bank.

A refund will not normally be issued where the appointment has already taken place, unless the clinic agrees that a refund is appropriate or required by law.

Nothing in this policy affects a patient’s statutory rights.

12. Consumer rights

Nordicsprings Health Limited aims to provide services with reasonable care and skill.

Patients have the right to receive clear information about services, fees, cancellation rules and any important limitations before booking.

If a patient is unhappy with the service received, they should contact Nordicsprings Health Limited so the matter can be reviewed under the Complaints Policy.

Where a statutory cancellation right applies, Nordicsprings Health Limited will comply with the law. If a patient asks for an appointment or service to be provided before any statutory cancellation period has ended, the clinic may charge for services already provided and for fair costs incurred, where permitted by law.

13. Patient responsibilities

Patients are responsible for:

providing accurate information;attending on time;completing required forms before the appointment;bringing or uploading relevant medical information;telling the clinician about medication, allergies, pregnancy, breastfeeding, medical conditions and previous adverse reactions;following clinical advice and safety-netting instructions;booking follow-up appointments when advised;seeking urgent or emergency care where symptoms require it;paying fees due under this policy.

14. Children and young people

Appointments for children and young people must be booked by a parent, guardian or person with parental responsibility unless the young person is able to consent for themselves under applicable law and clinical guidance.

The clinic may request evidence of parental responsibility or may decline to proceed where consent, safeguarding or clinical suitability is unclear.

15. Privacy and clinical records

Nordicsprings Health Limited processes patient information in accordance with its Privacy Policy.

Clinical records are stored securely in Cliniko. Access is restricted to authorised users only.

Patient information may be shared with NHS GPs, other healthcare professionals, regulators, safeguarding authorities or emergency services where there is consent, a clinical reason, a safeguarding reason, a legal obligation or another lawful basis.

16. Complaints and concerns

Patients who are unhappy with their appointment, booking, fee, cancellation charge or clinical care should contact:

Nordicsprings Health Limited

The Hope Centre, Saxonbrook Medical Practice

Maidenbower SquareCrawley RH10 7QH

Email: nordicspringshealth@gmail.com

Complaints will be handled in accordance with the Nordicsprings Health Limited Complaints Policy.

17. Changes to this policy

Nordicsprings Health Limited may update this policy from time to time to reflect changes in services, law, regulation, Cliniko functionality, pricing or clinic processes.

The current version will be available on the website and may also be shown during the online booking process.