Patient Terms and Conditions

0. How These Documents Work Together

These Terms apply alongside your Patient Registration Form and, where applicable, your Treatment Letter (including any Fixed Price Package details). Together they form your contract with St Joseph’s Hospital ("Hospital").

If there is any inconsistency between these Terms and the Treatment Letter or Registration Form, these Terms take precedence unless the Treatment Letter expressly states otherwise for your package.

Bold terms have specific meanings; see Definitions in Section 19.

1. About these Terms

These Terms set out the basis on which St Joseph’s Hospital ("we", "us", "our") provides care, diagnostics and treatment to you ("you", "Patient"). They govern your contract with the Hospital and apply in conjunction with any Treatment Letter, Registration Form, and any Fixed Price Package documentation issued for your episode of care.

We may update these Terms from time to time. Changes will apply to new episodes of care only; any treatment already underway continues under the version agreed at admission.

Contact details: Please keep your address, email and telephone number up to date so we can issue notices and updates promptly.

Eligibility and age: St Joseph’s Hospital provides services to adult patients (18+) unless expressly stated otherwise for specific service lines and subject to appropriate safeguarding arrangements. Where services are available to patients under 18, contractual documents must be signed in accordance with Section 20, and clinical consent will follow applicable clinical policies and law.

Clinical care at the Hospital is led by the independent Consultant(s) you are referred to. Our nurses and staff deliver care under the Consultant’s instructions. Consultants are not employees, agents or representatives of the Hospital and offer their professional services under separate contractual arrangements with you.

The Consultant is solely responsible for the clinical advice, diagnosis, consent, procedures and follow‑up they prescribe or perform. The Hospital is responsible for the facilities, nursing care and non‑consultant services it provides. The Hospital is not liable for acts or omissions of independent Consultants.

CMA disclosure: St Joseph’s grants practising privileges to consultants; none are employed by us. Certain consultants hold minority ownership interests. We do not operate referral incentive schemes.

Complaints or claims concerning clinical care delivered by Consultants should be directed to the Consultant (or their insurer). The Hospital will support the coordination of responses where appropriate but this does not alter the underlying liability position.

3. Funding Routes

Insured Patients: You remain responsible for the cost of care if your insurer does not pay. We will process claims when possible, provided you supply complete and accurate insurance details and authorisations. If your insurer has not settled our invoice within 30 days, we may invoice you directly or charge the card held on file after notice. The scope of your Care is as set out in your Treatment Letter or Registration Form, and charges will be at the rate agreed with your insurer (where applicable) or at our Standard Rates.

Self‑Pay – Fixed Price Package: Your first outpatient consultation and any pre‑operative tests/investigations are paid separately. Following your clinical plan, we will provide a fixed, all‑inclusive price with no hidden costs. Unless stated otherwise, the Fixed Price includes diagnosis, surgery, one post‑operative follow‑up appointment (cosmetic procedures excluded), and a private en‑suite room where an inpatient stay is clinically required. If the Treatment Letter carves out items (which may include Consultant fees or specific devices/implants), those items are not included and will be charged separately.

Self‑Pay – Non‑Package Care: Where no Fixed Price applies, care is charged at Standard Rates. We will provide an estimate; total cost may vary with clinical needs. Full payment will be required 10 working days before admission.

NHS Patients treated at St Joseph’s: If you are treated under NHS commissioning, your core clinical charges and Consultant fees are funded by the NHS. Sundry items and non‑clinical extras remain your responsibility.

Price‑match schemes: St Joseph’s Hospital does not operate a price‑match scheme. Any promotional pricing or offers will be described in your Treatment Letter or on our website and may be subject to specific terms.

4. Prices, Standard Rates & Sundry Items

Standard Rates for diagnostics, procedures and sundry items are available on request from our Customer Services Team and may be updated periodically.

Sundry Items (e.g., braces & non‑clinical extras) are chargeable. A current list and prices are available during your care.

5. Payments, Deposits & Card Authorisation

For insured care with direct settlement, we may place a card pre‑authorisation to cover any excesses, shortfalls or sundry items. Where we invoice you, payment is due within the stated time on the invoice.

For self‑pay: full payment is due 10 working days before admission. We may retain card details for up to six months to settle outstanding balances or cancellation fees, after giving at least 7 days’ notice.

Late payment: If payment is late, the Hospital may charge interest at 4% per annum above the Bank of England base rate from the due date until payment and/or refer the debt to a collection agency. You will be responsible for any reasonable costs of recovery.

Refunds: If your deposit exceeds the actual cost of Care, the balance will be refunded to the original payer by electronic transfer.

6. Online Booking (Outpatients)

When booking online, the Hospital may act as a collection agent for Consultants purely for administrative convenience; clinical services remain the Consultant’s responsibility.

You must provide accurate personal and payment details. Where permitted, bookings for another person require you to confirm you have their authority to enter into the contract on their behalf.

7. Cancellations & No‑Shows

Patient cancellations: We reserve the right to levy a cancellation fee if you cancel within 10 working days of a scheduled admission or within 48 hours of an outpatient appointment, or if you do not attend. The fee may reflect care already delivered and reasonable costs incurred (clinical time, theatre slots, consumables). We aim to present our fixed prices transparently with no hidden costs. Where a cancellation fee applies, it will reflect only the reasonable, demonstrable costs we have incurred and any care already delivered.

Hospital cancellations: We may cancel or reschedule where necessary for clinical reasons, safety, regulatory requirements, non‑payment, or events outside our control (see Section 14). Where we cancel for non‑payment or breach of these Terms, any refund will exclude costs already incurred. If we cancel for clinical or operational reasons (and you have complied with these Terms), we will refund amounts paid for services not provided.

Pre‑payment requirement: Where pre‑payment is required, if payment is not received by 48 hours prior to your appointment/admission, the Hospital may cancel or postpone the booking.

If surgery is unable to proceed for any reason, we reserve the right to recover costs incurred for care and services already delivered. In line with our previous communications, you authorise us to charge any payment card securely stored on our system to settle any outstanding balance promptly.

8. Clinical Risks, Outcomes & Complications

No clinical procedure is risk‑free; outcomes cannot be guaranteed. You will receive information on material risks, alternatives and likely outcomes before consenting.

Fixed Price Packages: The cost of treating complications directly arising from your procedure at St Joseph’s is included, provided you have followed clinical advice. Time limit: complications identified by your Consultant within 28 days of your original treatment date will be included.

Cosmetic Packages: If your Consultant agrees the aesthetic outcome differs from the expected outcome documented before treatment, your Fixed Price includes one episode of clinically necessary aesthetic revision if your consultant notifies the Hospital in writing within 12 months of the original treatment date.

Non‑Package Care: Where no Fixed Price applies, treatment of complications will be charged at Standard Rates unless otherwise agreed in writing.

9. Patient Responsibilities

Provide complete and accurate personal, medical and insurance information when requested; notify us promptly of any changes. Inaccurate or incomplete information may affect your care and charges.

Follow clinical advice and Hospital policies (including infection control and safety).

Take reasonable care of your property; the Hospital is not responsible for loss, theft or damage, except where required by law.

10. Hospital Responsibilities & Liability

We will deliver services with reasonable skill and care, comply with applicable law and standards, and maintain facilities inspected by Healthcare Inspectorate Wales (HIW).

Our liability to you for Hospital services is limited as permitted by law. We are not liable for Consultant acts or omissions (see Section 2).

11. Data Protection & Privacy

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our Privacy Policy explains what we collect, the lawful bases, retention, your rights, and how to contact our Data Protection Officer.

You may access our patient portal and other digital services subject to their specific terms of use and privacy notices. Portal access is optional and governed by separate terms.

12. Complaints & Feedback

If you have concerns or wish to complain, please contact Customer Services. We aim to respond promptly and fairly.

You may escalate complaints to Healthcare Inspectorate Wales (HIW) where appropriate.

13. Transfer & Continuity of Care

If care cannot be provided at St Joseph’s (e.g., specific ICU needs), we will discuss alternative arrangements and, where appropriate, transfer to an NHS facility or another provider. Costs depend on funding route and clinical need.

14. Force Majeure

We are not responsible for delays or cancellations caused by events outside our reasonable control (e.g., extreme weather, utility failures, industrial action not caused by us, public health emergencies).

15. Website & Digital Services

Use of our website and digital services is subject to separate Website Terms (acceptable use, intellectual property, disclaimers).

On‑site conduct, photography and social media: Patients and visitors must not photograph or record staff, other patients, or clinical areas without prior, explicit permission from the individual(s) concerned and the relevant ward or department manager. Content that risks confidentiality, privacy, dignity, or clinical safety may be prohibited and subject to takedown requests. We reserve the right to restrict use of devices where clinically necessary, to remove or report content that breaches privacy or safety, and to take action against abusive, discriminatory, or defamatory online behaviour directed at our staff or patients.

16. Governing Law & Jurisdiction

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except where mandatory consumer protections specify otherwise.

17. Notices

We may issue notices to the contact details you provide. Please keep these up to date.

18. Entire Agreement & Priority

These Terms, together with your Registration Form, Treatment Letter and any Fixed Price Package details, form the entire agreement with the Hospital. If documents conflict, these Terms take precedence, unless your Treatment Letter expressly states otherwise for your package.

19. Definitions

Care: clinical services provided to you at or via the Hospital.

Consultant: an independent medical practitioner with practising privileges at St Joseph’s, including surgeons, physicians, anaesthetists, radiologists and GPs.

Fixed Price Package: a bundled, pre‑quoted treatment package described in your Treatment Letter.

Sundry Items: non‑package items and non‑clinical extras (e.g., large home aids), chargeable at Standard Rates.

Standard Rates: Hospital’s current list prices for care and sundry items, available from Customer Services.

Treatment Letter: document confirming your package scope, inclusions/exclusions, and price.

20. Signing on Behalf of Others & Capacity

If a Patient is under 18 years of age, the Registration Form and contract must be signed by a parent or legal guardian on the Patient’s behalf. This clause addresses contractual consent and does not affect clinical consent rules which may apply separately.

Where a Patient lacks capacity to enter into this contract, an attorney, deputy or other lawful representative may sign on their behalf. We may request evidence of authority (e.g., power of attorney).

21. Treatment Letter Process

Following initial enquiry and clinical assessment, we will issue a Treatment Letter where a Fixed Price Package is offered. The Treatment Letter sets out the scope of Care, inclusions/exclusions, price, and any specific pre‑payment requirements. These Terms apply from the start of your relationship with the Hospital and continue throughout your episode of care.