Terms of Service

1. About us

Patient Clarity Clinic is run by Sohail Hussain, a GMC-registered Physician Associate, and Saima Begum, a Registered Nurse, working online with families across the UK. In these terms, “we” and “us” means Patient Clarity Clinic, and “you” means the person booking and anyone joining the session with them.

2. What our service is, and what it is not

Our service is advisory and educational. We help you understand medical information, prepare for conversations with healthcare professionals, and raise questions or concerns about care.

We do not:

• examine, diagnose or treat anyone
• prescribe, recommend starting or stopping medicines, or change any treatment
• replace your GP, consultant, specialist nurse or care team
• take clinical responsibility for anyone’s care

Decisions about treatment remain between you and your healthcare team. Always talk to them before making any change to care or medication.

3. Booking and payment

• The introductory call is free and there is no obligation to book further sessions.
• We will confirm the fee for any paid session before you book. Payment is due when you book, unless we agree otherwise.
• A written summary can be added to a consultation for an additional fee. We aim to send it within [5] working days.

4. Cancelling or rescheduling

• More than [48 hours] before your session: you can reschedule or cancel for a full refund.
• Less than [48 hours] before: we may keep [50%] of the fee, unless the cancellation is because of illness, a hospital admission or a bereavement, in which case we will always rearrange free of charge.
• If we need to cancel, we will offer another time or a full refund.

5. Your right to cancel

When you book online or by phone, you have 14 days to change your mind and cancel for a full refund. If you ask for your session to take place within those 14 days, you agree that you will pay for any part of the service we have already provided if you then cancel, and that you lose the right to cancel once the service has been fully provided.

6. Sessions

• Sessions take place on Microsoft Teams. If you would rather meet face to face, we can arrange an in-person session.
• Please join from a quiet, private space. Family members are welcome to join if you are happy for them to.
• Sessions are not recorded by either side unless everyone agrees in advance.
• If you share information about another person, please make sure they are happy for you to do so, or that you are acting in their best interests.
• We aim to be patient and respectful at all times and ask the same of everyone who joins. We may end a session if anyone is abusive.

7. Confidentiality and safeguarding

Everything you tell us is confidential. We will not share it without your permission, except where we believe a child or adult is at risk of serious harm, or where the law requires us to. Our Privacy Policy explains how we handle your information.

8. Our responsibility to you

We provide our service with reasonable care and skill, using our professional knowledge and experience. Because we are not involved in anyone’s direct care, we are not responsible for decisions made by you or by your healthcare team.

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, or anything else that cannot be limited by law. Nothing in these terms affects your statutory rights as a consumer.

9. Complaints

If you are unhappy with any part of our service, please contact us at info@ssmedconsultancy.co.uk or on 07445 318090. We will acknowledge your complaint within 3 working days and aim to resolve it within 20 working days.

10. General

We may update these terms from time to time. The version in force when you book applies to that booking. These terms are governed by the law of England and Wales.