1. About Emerald Health Clinic

Emerald Health Clinic Ltd, trading as Emerald Health Clinic (“Emerald Health”, “the Clinic”, “we”, “us” or “our”), is a UK-based remote healthcare provider offering specialist medical consultations, clinical assessment, prescribing and ongoing treatment monitoring.

Emerald Health Clinic is registered with and regulated by the Care Quality Commission (“CQC”).

Emerald Health provides clinical services but does not manufacture, dispense or directly supply medication. Medication is dispensed and supplied by an appropriately licensed UK pharmacy.

These Terms & Conditions should be read alongside our Privacy Notice, Appointment and Cancellation Policy, Patient Fees, Refunds and Financial Transparency Policy, Complaints Policy and other applicable patient information.

2. Acceptance of these Terms

By registering with Emerald Health, booking or attending an appointment, submitting a prescription request or continuing to receive services from us, you confirm that:

• you have read and understood these Terms & Conditions;
• the information you provide will be accurate and complete;
• you agree to comply with the reasonable requirements of the Clinic and treating clinicians; and
• you understand that registration or attendance at a consultation does not guarantee that treatment or medication will be prescribed.

If you do not understand any part of these Terms & Conditions, please contact the Clinic before proceeding.

3. Scope of services

Emerald Health’s services may include:

• eligibility screening;
• review of medical records and previous treatment;
• remote clinical assessments and consultations;
• development and review of treatment plans;
• prescribing where clinically appropriate;
• multidisciplinary team review where required;
• monitoring of treatment effectiveness, side effects and patient safety;
• follow-up appointments;
• communication with the patient’s GP or other healthcare professionals where appropriate; and
• coordination with dispensing pharmacies and other approved healthcare providers.

All treatment and prescribing decisions are based on individual clinical assessment, available medical information, relevant clinical guidance and the professional judgement of the treating clinician.

A consultation does not guarantee that a prescription will be issued, that a particular medication will be prescribed or that treatment will continue.

Emerald Health is not an emergency healthcare service.

4. Eligibility

To use Emerald Health’s services, patients must ordinarily:

• be aged 18 years or over;
• be resident in the United Kingdom;
• be physically located in the United Kingdom when receiving remote clinical care, unless otherwise agreed and legally permitted;
• provide acceptable proof of identity and address;
• provide accurate and complete medical information;
• provide access to relevant medical records when requested;
• meet the applicable clinical eligibility requirements; and
• be able to provide valid consent to assessment and treatment, or have an appropriate legal representative where applicable.

The Clinic may postpone or cancel an appointment, decline treatment or request further information where eligibility cannot be confirmed or the available information is insufficient to support safe clinical decision-making.

Eligibility may be reassessed during treatment.

5. Remote consultations

Consultations will normally take place remotely by an approved video, telephone or digital system.

Patients are responsible for:

• providing accurate contact details;
• ensuring they have a suitable device and reliable internet or telephone connection;
• attending from a safe, private and appropriate location;
• not driving or operating machinery during an appointment;
• ensuring that their identity can be verified;
• telling the clinician if another person is present; and
• informing the Clinic immediately if they experience technical difficulties.

The clinician may end, postpone or rearrange a consultation if identity cannot be confirmed, privacy is inadequate, communication is unsafe or ineffective, or a face-to-face or alternative clinical assessment is considered necessary.

Reasonable adjustments will be considered for patients with disabilities, communication needs or other accessibility requirements.

6. Appointments and required information

Appointments must be booked in advance through an approved Emerald Health booking route.

Patients must provide requested identification, medical records, consent forms and other relevant information within the timeframe specified by the Clinic. Unless advised otherwise, requested information should be provided at least 24 hours before the appointment.

Failure to provide the required information may result in the appointment being postponed or cancelled.

Emerald Health will make reasonable efforts to start appointments on time. Appointment times are estimates and may occasionally be affected by urgent clinical matters, technical issues or circumstances outside the Clinic’s reasonable control.

Where Emerald Health needs to cancel or rearrange an appointment, the patient will be offered an alternative appointment as soon as reasonably practicable and no cancellation charge will apply.

7. Free consultations

Emerald Health currently provides its standard patient consultations without a consultation fee.

A free consultation does not include:

• the cost of prescribed medication;
• pharmacy dispensing charges;
• delivery or postage charges;
• additional-prescription charges where applicable; or
• any separate service or charge that has been clearly explained and agreed in advance.

The provision of free consultations does not guarantee eligibility, acceptance for treatment, a prescription or continuation of treatment.

Emerald Health may review its fees in the future. Any new or amended fee will be communicated clearly before the patient becomes liable to pay it. Changes will not be applied retrospectively.

8. Cancellations and missed appointments

Patients should cancel or rearrange appointments as early as possible.

The following charges normally apply:

• More than 48 hours before the appointment: no charge.
• Between 24 and 48 hours before the appointment: £25.
• Less than 24 hours before the appointment: £50.
• Failure to attend without notice: £50.

A patient may be treated as having failed to attend if they do not join the appointment within a reasonable period, cannot be contacted or are unable to proceed because they have not provided required information.

Exceptional circumstances will be considered fairly and individually. The Clinic may waive or reduce a charge where reasonable, including where the patient has experienced a medical emergency, bereavement, serious technical failure or circumstances outside their reasonable control.

Repeated missed or late-cancelled appointments may lead to a review of whether the Clinic can continue providing the service safely and effectively.

9. Prescribing

Medication will only be prescribed where an appropriately qualified prescriber considers it clinically appropriate, lawful and safe.

Prescribing decisions may take account of:

• the patient’s diagnosis and treatment history;
• available medical records;
• current medication;
• allergies and contraindications;
• physical and mental health;
• risk of dependence, misuse or diversion;
• previous response to treatment;
• monitoring and follow-up requirements; and
• applicable professional and clinical guidance.

Where relevant, prescriptions may be issued by an authorised prescriber working within a specialist-approved treatment plan and designated care agreement. The prescriber issuing the prescription remains professionally accountable for that prescribing decision.

A treating clinician may decline, amend, pause or discontinue treatment where clinically justified, including where:

• requested information has not been provided;
• monitoring or follow-up requirements have not been completed;
• treatment is ineffective or no longer appropriate;
• safety concerns arise;
• medication is being used other than as prescribed;
• there are concerns about dependence, misuse, diversion or early re-ordering;
• the patient’s health or circumstances have materially changed; or
• continuing treatment would be contrary to the clinician’s professional judgement.

10. Prescription requests and additional prescriptions

Prescription requests must be submitted through the Clinic’s approved process and within the required timeframe.

Patients are ordinarily permitted one prescription within each 25-day prescribing period without an additional prescription administration charge.

Where a patient requests an additional prescription within the same 25-day period, a charge of £15 per additional prescription will normally apply.

This may include additional prescriptions requested because:

• the patient wishes to split medication across more than one prescription;
• an additional item is requested after the original prescription has been prepared;
• the patient requests a change that requires a replacement prescription and the change is not due to an error by the Clinic; or
• another prescription is requested within the same prescribing period.

No additional-prescription charge will normally apply where a replacement is required because of an error made by Emerald Health.

Payment of an additional-prescription charge does not guarantee that the prescription will be issued. Each request remains subject to clinical approval, legal requirements and medication safety considerations.

11. Prescription processing

Prescriptions may be processed electronically or in paper form, depending on the medication, legal requirements and the systems available to the Clinic and dispensing pharmacy.

Where an original paper prescription is legally required, it must be prepared, signed and physically delivered to the pharmacy before medication can be dispensed.

Patients acknowledge that prescription processing may be affected by:

• clinical review requirements;
• prescribing cut-off times;
• weekends and bank holidays;
• postal services;
• pharmacy processing times;
• medication availability;
• clarification requests from the pharmacy; and
• circumstances outside the Clinic’s reasonable control.

Emerald Health will take reasonable steps to process approved prescriptions promptly but cannot guarantee a particular dispensing or delivery date.

12. Pharmacy choice

Patients may request that their prescription is sent to a pharmacy other than Emerald Health’s nominated or partner pharmacy, provided that the alternative pharmacy:

• is appropriately registered and authorised;
• is legally able and willing to dispense the prescription;
• can receive the prescription in the required format; and
• can meet any applicable controlled-drug requirements.

Where a patient chooses an alternative pharmacy, a £15 administration charge per prescription will apply. This charge reflects the additional administrative work required to verify the pharmacy’s details, arrange the prescription transfer and coordinate any necessary communication.

The charge will be clearly communicated and must normally be paid before the prescription is processed.

The alternative-pharmacy administration charge will not apply where Emerald Health directs the prescription to another pharmacy because its nominated or partner pharmacy cannot supply the prescribed medication or where the transfer is required because of an error by Emerald Health.

This charge is separate from any medication price, dispensing fee, delivery charge or additional-prescription charge imposed under section 10. Where more than one charge applies, the patient will be informed before the prescription is processed.

Patients choosing an alternative pharmacy are responsible for confirming that pharmacy’s:

• dispensing charges;
• medication prices;
• delivery charges;
• payment requirements;
• stock availability; and
• estimated dispensing times.

Emerald Health cannot require an alternative pharmacy to accept or dispense a prescription and cannot guarantee the alternative pharmacy’s prices, availability or processing times.

13. Medication costs, pharmacy charges and delivery

The cost of prescribed medication, pharmacy dispensing fees and delivery charges are separate from Emerald Health’s free consultation service.

Medication, dispensing and delivery charges are collected securely by Emerald Health through Medistack on behalf of the dispensing pharmacy. Payment must normally be completed before the pharmacy can dispense and supply the medication.

Before payment is taken, the patient will be shown or informed of:

• the medication cost;
• the applicable pharmacy dispensing charge;
• the current delivery charge;
• any £15 additional-prescription charge;
• any £15 alternative-pharmacy administration charge; and
• any other applicable charge that has been agreed in advance.

Delivery charges may vary depending on the dispensing pharmacy, delivery method, destination and any enhanced delivery service requested.

Although Emerald Health facilitates and collects payment through Medistack, Emerald Health is not the manufacturer, seller or dispensing supplier of the medication. The medication is dispensed and supplied by an appropriately registered UK pharmacy.

The dispensing pharmacy remains responsible for:

• confirming medication availability;
• dispensing against a valid prescription;
• ensuring that the medication supplied corresponds with the prescription;
• packaging and supplying the medication;
• providing appropriate dispensing information; and
• arranging delivery.

Payments collected through Medistack will be allocated or transferred to the relevant dispensing pharmacy in accordance with the payment arrangements between Emerald Health and the pharmacy.

Where a refund is approved in relation to medication, dispensing or delivery charges, Emerald Health may process the refund through Medistack on behalf of the dispensing pharmacy. Any refund remains subject to the outcome of the relevant review or investigation and the responsibilities of the Clinic and dispensing pharmacy.

Nothing in this section affects the patient’s statutory consumer rights.

14. Medication availability and substitutions

Medication is subject to pharmacy stock, manufacturer supply and legal availability.

If prescribed medication is unavailable, Emerald Health may discuss clinically appropriate alternatives with the patient. Any change requiring a new prescription must be reviewed and authorised by an appropriate prescriber.

A pharmacy must not substitute a prescribed product where a new or amended prescription is legally or clinically required.

Emerald Health cannot guarantee ongoing availability of a particular brand, product, strength or formulation.

15. Delivery

Medication delivery is arranged by the dispensing pharmacy or its delivery provider.

Unless another arrangement has been expressly authorised, controlled medication will only be delivered to the patient’s verified home address.

Patients must notify Emerald Health and the dispensing pharmacy of any address change before requesting a prescription. Further identity or address verification may be required.

Estimated delivery dates are provided as guidance and are not guaranteed.

Where medication has been dispatched, delivery enquiries should normally be raised with the dispensing pharmacy. Emerald Health will provide reasonable assistance where a delay may affect continuity or safety of treatment.

16. Medication returns, refunds and quality concerns

Prescription medication cannot normally be returned for resale or reuse once it has been supplied to a patient.

Refunds or replacements may be considered where medication is:

• damaged;
• faulty or defective;
• incorrectly dispensed;
• affected by a confirmed quality issue; or
• not supplied in accordance with the prescription.

Suspected quality concerns should be reported promptly, preferably within seven days of receipt. Patients should:

• retain the medication, packaging, batch information and proof of supply;
• provide photographs or other information where requested;
• avoid using medication that appears unsafe; and
• follow instructions from the Clinic or pharmacy regarding return or safe disposal.

Quality concerns may need to be investigated by the pharmacy, supplier or manufacturer. Refunds, replacements and investigation outcomes will depend on the circumstances and the responsibilities of the relevant organisation.

Where an investigation may delay access to medication, Emerald Health will assess whether an interim prescription, alternative medication or other continuity arrangement is clinically appropriate. An interim or replacement prescription cannot be guaranteed.

Nothing in this section affects the patient’s statutory consumer rights.

17. Patient responsibilities

Patients agree to:

• provide accurate, complete and up-to-date information;
• disclose all relevant medication, treatment and health conditions;
• inform the Clinic of changes to their physical or mental health;
• notify the Clinic of pregnancy or suspected pregnancy where relevant;
• use medication only as prescribed;
• not increase, reduce or otherwise change the prescribed dose without clinical advice;
• not share, sell, transfer or supply prescribed medication to another person;
• store medication safely and securely;
• prevent access by children, pets or other unauthorised people;
• comply with monitoring and follow-up requirements;
• report side effects, adverse reactions and medication concerns promptly;
• inform the Clinic about treatment received from other healthcare providers;
• update their address, GP and contact details promptly; and
• treat staff, clinicians, contractors and pharmacy personnel respectfully.

Providing false or misleading information, misusing medication or attempting to obtain medication dishonestly may result in treatment being paused or discontinued and may be reported where there is a legal, professional or safeguarding obligation to do so.

18. Follow-up and treatment monitoring

Patients must attend follow-up appointments and complete monitoring requirements as directed by their clinician.

Treatment may be paused or discontinued if a patient:

• repeatedly fails to attend required appointments;
• does not provide requested monitoring information;
• cannot be contacted;
• has not received a clinical review within the required timeframe; or
• is no longer considered suitable for treatment.

Where a patient has not engaged with the Clinic for six months, their record may be marked inactive. A patient wishing to return after becoming inactive may need to complete the onboarding and eligibility process again.

19. Emergencies and urgent concerns

Emerald Health is not an emergency or crisis service and does not provide continuous emergency cover.

Patients experiencing a medical emergency, severe reaction, immediate risk of harm, suicidal thoughts with intent or an acute mental health crisis should:

• call 999;
• attend the nearest Accident and Emergency department; or
• contact NHS 111 or an appropriate local crisis service where the situation is urgent but not immediately life-threatening.

Messages and prescription requests sent to Emerald Health may not be reviewed immediately and must not be used to seek emergency assistance.

20. Clinical and pharmacy responsibilities

Emerald Health is responsible for providing its clinical services with reasonable care and skill.

Clinicians remain professionally accountable for the assessments, advice and prescribing decisions they personally make.

The dispensing pharmacy is responsible for its own dispensing, supply, payment and delivery arrangements.

Where a concern involves more than one organisation, Emerald Health will cooperate reasonably with the pharmacy or other provider to investigate and resolve the matter.

21. Limitation of liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory duty where liability cannot lawfully be excluded; or
• the patient’s statutory consumer rights.

Emerald Health will not be responsible for loss or harm arising from:

• inaccurate, incomplete or withheld information supplied by the patient;
• medication being used other than as prescribed;
• a patient failing to follow clinical advice;
• medication being shared, transferred or accessed by another person;
• delays caused solely by a pharmacy, courier, postal provider or manufacturer where Emerald Health has taken reasonable steps within its control; or
• events outside the Clinic’s reasonable control.

This section does not remove Emerald Health’s responsibility to provide clinical services with reasonable care and skill or to take reasonable action where it becomes aware of a patient-safety concern.

22. Data protection and confidentiality

Emerald Health will handle personal and health information in accordance with applicable data-protection legislation, professional confidentiality requirements and the Clinic’s Privacy Notice.

Relevant information may be shared, where necessary and lawful, with:

• clinicians and staff involved in the patient’s care;
• the patient’s GP or other healthcare professionals;
• dispensing pharmacies;
• laboratories and diagnostic providers;
• approved clinical and technology service providers;
• regulators and professional bodies;
• safeguarding authorities; and
• emergency services or other organisations where disclosure is necessary to protect the patient or another person from serious harm.

Health information receives additional protection under data-protection law. Further information about how information is used, retained and shared is contained in the Clinic’s Privacy Notice.

23. Communications

Emerald Health may contact patients by telephone, email, SMS, patient portal or another approved communication method in connection with their care.

Patients are responsible for keeping their contact details accurate and for checking messages relating to appointments, treatment, prescriptions and patient safety.

Ordinary email and SMS may not be fully secure. Patients should use the Clinic’s approved secure systems where requested and should avoid sending unnecessary sensitive information through unapproved channels.

24. Complaints and feedback

Patients may raise concerns or complaints by contacting:

Email: support@emeraldhealthclinic.co.ukTelephone: 01727 647 979

Complaints will be acknowledged, investigated and responded to in accordance with the Clinic’s Complaints Policy.

Patients may also provide information about their experience of care to the Care Quality Commission. The CQC uses this information to support its monitoring and regulation of services but does not ordinarily investigate or resolve individual complaints on a patient’s behalf.

Raising a complaint will not adversely affect the patient’s care or how they are treated by the Clinic.

25. Suspension or termination of services

Emerald Health may pause, restrict or end its services to a patient where:

• treatment is no longer clinically appropriate;
• the patient no longer meets eligibility requirements;
• safe care cannot be provided remotely;
• the patient repeatedly fails to engage with required monitoring or appointments;
• false or misleading information has been provided;
• there is suspected medication misuse, diversion, fraud or unlawful activity;
• the patient behaves in a threatening, abusive or discriminatory manner;
• required charges remain unpaid; or
• the therapeutic relationship has irretrievably broken down.

Except where immediate action is necessary to protect safety, prevent unlawful activity or manage serious misconduct, Emerald Health will aim to give the patient reasonable notice and information about appropriate next steps.

Ending the service does not guarantee that another provider will accept the patient or continue the same treatment.

26. Changes to these Terms & Conditions

Emerald Health may update these Terms & Conditions to reflect:

• changes in legislation or regulatory requirements;
• changes to clinical or prescribing arrangements;
• changes to fees or services;
• changes to pharmacy or technology arrangements; or
• improvements to patient safety and service delivery.

The latest version will be made available through the Clinic’s website or patient systems.

Material changes affecting existing patients will be communicated where reasonably practicable before they take effect.

27. Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply.

28. No waiver

If Emerald Health does not immediately enforce a provision of these Terms, this does not prevent the Clinic from enforcing it later.

29. Governing law

These Terms & Conditions are governed by the laws of England and Wales.

Nothing in these Terms removes any mandatory consumer protection or jurisdiction rights available to a patient living elsewhere in the United Kingdom.

30. Contact details

Emerald Health Clinic LtdTrading as Emerald Health Clinic

Email: support@emeraldhealthclinic.co.ukTelephone: 01727 647 979Website: https://emeraldhealthclinic.co.ukRegistered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQCompany number: 13045720

Terms and regulatory compliance statement

These Terms & Conditions will be applied consistently with applicable UK legislation, CQC Fundamental Standards, professional regulatory requirements, clinical guidance, Emerald Health policies and patients’ statutory rights. Where any provision conflicts with a legal or regulatory requirement, the applicable law or regulatory requirement will take precedence.