Privacy Policy.
These terms of business (the “terms”) set out the basis on which Central Health London LLP (“CHL”, “we”, “us” or “our”) provides services to you. Please read them carefully. By registering with us and accepting these terms, you agree to be bound by them to the extent they apply to you.
Which parts of these terms apply to you
CHL works with a range of practitioners and practices at its premises, under different arrangements. The parts of these terms that apply to you depend on which arrangement applies to your visit. Which of these applies depends on the arrangement for the appointment you are attending and is recorded by our reception team.
The General Terms set out below apply to everyone. One of Sections A or B then applies, depending on your category:
- Category 1 (Section A) — your consultation is provided by a separate practice or practitioner (for example Childhealthy Limited), and CHL provides and bills you for any ancillary services (such as diagnostics, laboratory tests and pharmacy).
- Category 2 (Section B) — CHL provides and bills you for the full range of services, including your consultation and any ancillary services.
General Terms (apply to everyone)
1. About us
1.1 Central Health London LLP is a limited liability partnership registered in England and Wales (registered number OC450356), with its clinic at 23 Devonshire Place, London W1G 6JB. CHL is registered with and regulated by the Care Quality Commission (CQC).
2. Your information
2.1 We process your personal data in accordance with our Patient Privacy Notice, available from reception and on our website. It explains how we use and share your information. This applies whichever category applies to you, because we hold your registration and contact details in all cases.
3. Use of our premises (house rules)
3.1 While at our premises, we ask that you comply with our house rules, which are displayed at reception and available on request.
4. Payment (where CHL provides services to you)
4.1 Where CHL provides services to you, you are responsible for paying for those services, whether you are self-paying or are covered by private medical insurance.
4.2 If you are self-paying, appointments are secured by payment at the time of booking. This applies however you book – online by card or by telephone, where we will take card details to secure your appointment.
4.3 If you are covered by private medical insurance, it is your responsibility to confirm your cover and to obtain any pre-authorisation your insurer requires before your appointment. Where we have an agreement in place with your insurer, we will invoice them directly for the services covered by your policy. Where we do not have a direct agreement with your insurer we may ask you to pay us directly. You may then seek reimbursement from your insurer, but you should check with them beforehand whether they will cover treatment at our clinic, as some insurers will not cover treatment provided by clinics they do not recognise. In all cases, you remain responsible for any amount your insurer does not pay — including any excess, shortfall, or charge your insurer declines or disallows — which is payable within 14 days of the date of our invoice. Where you are using insurance, we will take your insurer and authorisation details at the time of booking.
4.4 We will give you information about our fees before your appointment, and will provide a written estimate on request.
5. Cancellations and missed appointments
5.1 Please give as much notice as possible if you need to cancel or rearrange. Our cancellation charges and policy are set out in the Appendix to these terms and conditions.
5.2 These charges apply to appointments booked with CHL. Where your consultation is booked with and billed by a separate practice or practitioner, their own cancellation terms will apply to that appointment
6. Complaints
6.1 We aim to provide a high standard of service. If you are unhappy with any service that CHL has provided to you — including any ancillary service (such as diagnostics, laboratory tests or pharmacy), facility, reception service, or our handling of your personal information — please contact us so that we can try to put things right. Details of our complaints procedure are available on request. This applies to Category 1 and Category 2 patients in respect of the services CHL provides.
6.2 Where your clinical consultation or treatment is provided by a separate practitioner or practice (Category 1), any complaint about that consultation or treatment should be directed to that practitioner or practice, who is responsible for it. We will, where appropriate, cooperate with that practitioner or practice in handling any complaint that concerns both their care and the services we have provided.
6.3 If you remain unhappy after we have responded to your complaint, you may be able to refer it to the Independent Sector Complaints Adjudication Service (ISCAS).
7. Our liability
7.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be limited or excluded by law.
7.2 Subject to clause 7.1, CHL is responsible only for the services it actually provides to you. Where your clinical care is provided by a separate practitioner or practice, CHL is not responsible for that care.
8. General
8.1 We may update these terms from time to time; the version that applies is the one in force when the relevant service is provided, always available from reception and on our website. These terms are governed by the law of England and Wales and subject to the exclusive jurisdiction of its courts.
Section A – Category 1
(where your consultation is by a separate practice or practitioner and CHL provides any ancillary services)
9. Your consultation
9.1 Your consultation is provided by the practice or practitioner you are attending (for example Childhealthy Limited), under their own separate arrangement with you. Your clinical care, and the terms on which it is provided, are a matter between you and that practice or practitioner. CHL does not provide, supervise or take responsibility for your clinical care. That practice or practitioner is responsible for your consultation and keeps its own clinical records of it. Any concern about your care, or about the fees for it, should be raised with your practice or practitioner.
9.2 CHL will collect your registration and contact details (including next of kin or emergency contact) so that we can administer your attendance and respond appropriately in the event of an incident on our premises.
10. Ancillary services provided by CHL
10.1 Where you require an ancillary service (such as a blood test, laboratory test, scan or the supply of medicines), CHL provides it directly to you, keeps its own record of it, and is responsible for it in accordance with these terms and its professional and regulatory obligations. You consent to CHL providing you with the ancillary services you request or that are requested on your behalf by your treating clinician.
10.2 The price of each ancillary service is shown to you before it is provided, through our clinical system. Prices for individual items may change from time to time to reflect changes in our underlying costs. CHL will bill you (or your insurer) for the ancillary services; the practice or practitioner providing your consultation will bill you separately for that. Each is responsible only for its own charges.
Section B – Category 2
(where CHL provides your consultation and any ancillary services)
11. Consultations
11.1 Where CHL provides your consultation, our clinicians will assess, diagnose and advise you, and provide or arrange treatment as appropriate, in accordance with good clinical practice. You consent to CHL and its clinicians providing you with clinical assessment, advice and treatment, and may withdraw consent to any particular examination, investigation or treatment at any time. With your consent, we may share relevant information about your care with your GP and others involved in your treatment.
11.2 A chaperone will routinely be offered for examinations, particularly intimate examinations. For examinations where a chaperone is not routinely offered (for example, a hand examination), you are still welcome to request one. Please tell a member of staff if you would like one.
12. Ancillary services
12.1 Any ancillary services CHL provides to you (such as diagnostics, laboratory tests and pharmacy) are provided and billed by CHL, and CHL is responsible for them in accordance with these terms and its professional and regulatory obligations. You consent to CHL providing you with the ancillary services you request or that are requested on your behalf by your treating clinician.
12.2 The price of each ancillary service is shown to you before it is provided, through our clinical system. Prices for individual items may change from time to time to reflect changes in our underlying costs.
Acceptance
By signing the patient registration form, you confirm that you have had the opportunity to read these terms and agree to them to the extent they apply to you.
- Date Created: 20th August 2026
- Version Number: 1
- Date Amended: n/a
Appendix – Cancellation Charges and Policy
These charges apply to appointments booked with CHL. Where your consultation is booked with and billed by a separate practice or practitioner, their own cancellation terms will apply to that appointment.
Booking and Payment
All appointments are secured by payment at the time of booking. This applies regardless of how you book, online by card, or by phone with card details taken to secure your slot.
If you are paying via medical insurance, we will take your insurer and authorisation details at the time of booking.
Cancellation and Rescheduling
If you need to cancel or reschedule, please let us know as early as possible. Our fees are:
- More than 48 hours before your appointment. – No fee
- Between 24 and 48 hours before your appointment – 50% of the appointment fee
- Less than 24 hours’ notice, or non-attendance – 100% of the appointment fee
This applies across all our services and clinicians.
Monday Appointments
As we are unable to receive cancellation notice on a Sunday, notice for Monday appointments is calculated as follows:
- By close of business Friday – No fee
- Saturday or Sunday – 50% of the appointment fee
- Monday (before the appointment) or non-attendance – 100% of the appointment fee
Complimentary Appointments
For complimentary appointments, no fee applies for cancellations with reasonable notice. A £100 charge applies for late cancellation or non-attendance.