The Long Covid Clinic Terms & Conditions
Booking an Appointment
Appointments can be booked by emailing info@thelongcovidclinic.co.uk
At the time of booking, all patients are required to register personal details which are held securely in keeping with our privacy policy.
You will also be asked to provide the contact details for your NHS GP, including a secure NHS email address if available. This supports safe, coordinated care and allows us to share clinic correspondence with your GP unless you opt out.
Self-referral to the Long COVID Clinic
The Long COVID Clinic accepts self-referrals; however, to ensure the safe delivery of care, additional checks are required.
Patients must provide:
- A valid form of photographic ID (e.g. passport or driving licence)
- Contact details for their NHS GP, including a secure NHS email address if available
Upon registration, the clinic will contact your GP to inform them that a self-referral has been made and to request a copy of your Summary Care Record. By proceeding with registration, you confirm that you consent to this information being shared.
If you do not wish to share your GP information, you may be asked to provide a formal referral letter from a regulated healthcare professional. Please note that in the absence of GP involvement, access to certain services may be limited.
Non-UK residents
The Long COVID Clinic welcomes patients who are not UK residents. However, due to UK medical regulations and prescribing restrictions, we are unable to issue prescriptions for patients located outside the United Kingdom.
Consultations for non-UK residents will be limited to advice and guidance only. We recommend that any advice provided be discussed with a local healthcare provider in your home country, especially where follow-up investigations or prescriptions may be required.
Medical services
The Long COVID Clinic provides assessment and treatment based on the clinical information available at the time of consultation. This includes patient-provided information, medical records (where available), and clinical assessment.
To ensure safe, effective care, patients are responsible for providing full and accurate details of their medical history, current medications, allergies, and any relevant investigations or diagnoses.
Please note that incomplete or inaccurate information may affect clinical decision-making and could impact the effectiveness and safety of your care.
If new information becomes available after your consultation, we encourage you to share this with the clinic so it can be added to your record.
About Your Consultation
All new patients are required to complete a two-part consultation process:
- Pre-consultation – a structured information-gathering appointment to review your health history and current symptoms.
- Initial Consultation – a detailed clinical consultation with a Consultant Physician to assess your needs, review findings, and formulate a care plan.
This structure allows for a thorough and safe assessment, in line with professional standards and regulatory expectations.
Follow-up care is usually recommended around 12 weeks after your initial consultation, unless otherwise advised in your clinic letter. Patients are encouraged to seek earlier review if their symptoms change or worsen.
Patient Responsibilities
Patients are responsible for:
- Providing accurate and complete information when registering or attending the clinic
- Informing the clinic promptly of any changes to their personal details, including address, contact number, email, or GP details
- Attending scheduled appointments on time or notifying the clinic of any cancellations in accordance with the cancellation policy
- Following agreed treatment plans and notifying the clinic if they experience any adverse effects or changes in their condition
Failure to provide accurate or updated information may affect the quality and safety of the care you receive.
Fees
A full schedule of fees can be requested by emailing info@thelongcovidclinic.co.uk
All fees must be paid in advance of your appointment unless otherwise agreed. Please note that additional services, such as written prescriptions issued outside of a consultation, administrative letters, or referral document, may incur further charges. These will be communicated to you in advance.
Prices are subject to review, and any changes will be clearly communicated before services are provided.
Paying For Your Consultation or Prescription
We accept payment by most major credit and debit cards. We do not accept cash or cheques.
All payments are processed securely via Semble Pay, our third-party payment provider. The Long COVID Clinic does not store your card details and is not responsible for any data breaches or processing errors that occur within third-party platforms. You can read Semble’s privacy policy here.
Any prescriptions issued outside of a consultation — whether new or repeat — will incur an additional Prescription Fee, payable in advance.
You will be advised of any additional charges before they are applied. Receipts can be issued on request.
Prescriptions
Prescribing is a key part of the care we offer. To enable safe and timely access to your medication, we will share the necessary clinical information with your chosen pharmacy. By registering with the clinic, you consent to this information being shared for the purpose of dispensing medication.
Prescriptions issued during a consultation are included in your consultation fee (excluding the cost of medication itself). Prescriptions requested outside of a consultation — whether new or repeat — will incur a Prescription Fee, which must be paid before the prescription is issued.
In most cases, prescriptions are sent electronically to an online pharmacy. While this service is facilitated by the clinic, the fulfilment and delivery of medication is solely the responsibility of the pharmacy, which acts as a third-party provider.
If you have concerns about medication supply, delivery delays, or charges, please contact the pharmacy directly.
All pharmacies used are regulated by the General Pharmaceutical Council (GPhC). You can verify a registered pharmacy at: https://www.pharmacyregulation.org/registers/pharmacy.
Please inform the clinic if you experience any side effects or problems with prescribed medication so that we can provide appropriate follow-up care.
Confirmation of Your Booking
Once your appointment is confirmed, you will receive an email with full booking details. For video consultations, this email will include a secure link to join your appointment at the scheduled time.
Before your video consultation:
- Use a device with a stable internet connection and a supported browser (Chrome, Microsoft Edge, Firefox, or Safari)
- No additional apps or downloads are required
- Ensure your camera and microphone are working
- Choose a quiet, private setting where you will not be overheard
You will also be asked to complete a New Patient Registration Questionnaire prior to your appointment. This helps us gather your medical history and current medications in advance. The form must be submitted at least 48 hours before your pre-consultation appointment to ensure your clinician has the necessary information to prepare for your care.
If you have any issues accessing the video platform or submitting your questionnaire, please contact the clinic ahead of your appointment.
Photographic ID
All patients are required to provide valid photographic identification (e.g. passport or driving licence) at the point of registration. This helps us verify your identity, prevent fraudulent access to clinical services, and ensure your health records are accurate.
Your ID will be securely reviewed and stored in accordance with our Privacy Policy and only for as long as necessary to fulfil our clinical, legal, and regulatory obligations.
If you are unable to provide photographic ID, please contact the clinic before booking to discuss acceptable alternatives.
What Happens if You Are Late?
If you are running late for your appointment, please notify the clinic as soon as possible by emailing info@thelongcovidclinic.co.uk.
Clinicians will wait up to 10 minutes after your scheduled appointment time. After this, your appointment will be considered a missed appointment, and you will need to rebook.
Please note that missed appointments are non-refundable, and fees paid will be forfeited in line with our cancellation policy. This is because clinical time has been reserved for your care and cannot be reallocated at short notice.
PLEASE NOTE that we are unable to offer any form of refund for a missed appointment and all fees paid will be forfeit.
Cancellations
We are committed to offering timely, high-quality care. When you book an appointment, clinical time is reserved for you. If you are unable to attend, please let us know as early as possible so we can offer the appointment to someone else.
- Cancellations can be made by emailing info@thelongcovidclinic.co.uk or using the cancellation link in your appointment confirmation email.
- If you wish to rebook, please contact us by email and we will support you in arranging an alternative time.
All appointments must be paid for at least 2 full working days prior to the appointment date to secure your booking.
If you need to cancel or reschedule your appointment, please provide a minimum of 2 full working days’ notice. This allows us to offer the appointment to another patient and ensures efficient use of clinical time.
- Cancellations made with at least 2 working days’ notice will be processed without penalty or admin fees.
- Cancellations or changes made with less than 2 working days’ notice will incur a 100% cancellation fee, and the full appointment charge will be retained.
- Missed appointments (non-attendance without notice) are also charged in full.
If you are unsure whether your cancellation falls within this timeframe, please contact the clinic as soon as possible.
To avoid charges, please give at least 2 full working days’ notice.
Refunds (where eligible) may take 5–10 working days to be processed by your bank.
We appreciate your understanding and support in helping us manage availability for all patients.
Repeated Cancellations or No-Shows:
To ensure that appointment availability is used fairly and efficiently, we monitor repeated late cancellations and non-attendance.
- If you cancel or miss two appointments with less than 2 working days’ notice within a 6-month period, you may be asked to pay a non-refundable deposit for future bookings.
- If you cancel or miss three appointments within 12 months, the clinic reserves the right to discharge you from care.
We understand that unforeseen circumstances can arise, and we aim to take a fair and understanding approach. If you are experiencing difficulties attending appointments, please contact the clinic at the earliest opportunity.
Privacy and Personal Information
Your privacy is very important to us. All personal and medical information you provide will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Our full Privacy Policy sets out how we collect, store, and use your data, including your rights to access and control your personal information.
Your clinical records are securely stored using Semble, a UK-based, GDPR-compliant medical software provider. You can view their privacy policy here: Semble Privacy Policy.
We will never sell or share your information with third parties for marketing purposes. Where third parties are involved in your care (e.g. your GP, a pharmacy, or another healthcare provider), your information will only be shared where necessary and with your knowledge and consent, unless required by law.
Third Party Providers
The Long COVID Clinic works with carefully selected third-party providers to support aspects of your care, including laboratories, pharmacies, and software systems. These providers are responsible for the supply and delivery of their services and operate under their own terms and conditions.
While we facilitate access to these services for your convenience, we are not responsible for the performance, delivery times, or service quality of third-party providers. Any issues or disputes should be addressed directly to the provider concerned.
All providers involved in your care are expected to meet relevant regulatory standards (e.g. CQC, GPhC) and comply with UK GDPR. We carry out due diligence before engaging third parties who handle personal data.
Communications
Following your consultation, you will receive a written summary outlining your clinical discussion, treatment plan, and any recommended follow-up. This letter will be securely shared with you via Semble, and can be accessed using your date of birth. Please ensure your email address remains up to date.
By default, we will also share this letter with your registered NHS GP to support continuity of care. If you would prefer that we do not share correspondence with your GP, please notify us in writing.
If no secure NHS email is available for your GP, we may be unable to share correspondence directly. In this case, it is your responsibility to ensure your GP is kept informed.
Upon request, we are also able to securely share your letter with other healthcare professionals involved in your care.
Please note: we do not provide clinical advice by email. If you have any concerns about your symptoms or treatment, please book a consultation so we can review this with you properly and safely.
Onward Referrals
If onward referral is required for further investigation or treatment, we will refer you to an appropriate healthcare provider based on clinical need and your preferences.
A referral letter will be provided to ensure accurate communication of your clinical history and reason for referral. If requested, this can be securely shared directly with the provider or with you for onward forwarding.
Please note that administrative fees may apply for additional correspondence outside of standard clinic letters (e.g. specialist reports, insurance forms, or third-party documentation). We will notify you of any applicable charges in advance.
Social Media Policy
To protect the privacy and dignity of all patients and staff, The Long COVID Clinic requests that the following social media standards are respected:
- No photography, videos, or audio recordings may be taken or shared from within the clinic without the express written consent of all individuals involved.
- Sharing identifiable information about other patients without their consent is strictly prohibited and may breach privacy legislation.
You are welcome to share your personal experience at the clinic on your own platforms. However, we encourage you to direct any concerns or complaints to us first so we can respond promptly and professionally.
Please be aware that any content you post publicly may contain sensitive personal health information. Once published, this information is no longer within our control.
The clinic is unable to respond to individual medical concerns via social media for reasons of confidentiality and clinical safety.
Any content deemed abusive, misleading, or defamatory may be reported to the relevant platform or, if necessary, addressed through legal or regulatory channels.
If you wish to speak with us, please contact info@thelongcovidclinic.co.uk or call us directly on 0151 312 8289.
Marketing
From time to time, we may send you updates about new services, clinics, or educational content that we believe may be of interest.
Marketing communications are only sent where you have actively opted in to receive them, and you may withdraw your consent at any time by clicking the Unsubscribe link in the email or by contacting the clinic directly.
We do not share your information with third parties for marketing purposes.
Complaints
We are committed to providing high-quality, patient-centred care. If you are unhappy with any aspect of your experience at The Long COVID Clinic, we encourage you to let us know so that we can resolve the issue and improve our service.
Our Complaints Policy outlines how to raise a concern, what to expect from our response, and how to escalate your complaint if needed.
You can raise a complaint by:
- Emailing: info@thelongcovidclinic.co.uk
- Writing to: Practice Manager, The Long COVID Clinic, 57 Rodney Street, Liverpool, L1 9ER
We aim to acknowledge all complaints within 3 working days and to provide a full response within 20 working days wherever possible.
If you are not satisfied with our response, we will advise you on appropriate next steps. For private patients, this may include referring the matter to an independent body such as the Independent Sector Complaints Adjudication Service (ISCAS), where applicable.
Transparency Notice
Please be advised that our clinic may receive a commission or referral fee from certain diagnostic laboratories or imaging centres for tests and investigations we recommend. This arrangement does not influence our clinical judgment, and all referrals are made based on what we believe is in the best interest of your health. We remain committed to providing high-quality, ethical care and are happy to discuss any questions you may have regarding this process.
Customer Discount Code Policy
Purpose:
To provide our customers with access to exclusive discounts through our trusted partner companies.
Policy Overview:
- For Your Personal Use
Discount codes are offered for your personal use only. Sharing, reselling, or posting codes publicly (e.g., online forums or social media) is not allowed. - Subject to Partner Terms
Each discount is subject to the terms and conditions set by the partner company. Please review their policies before using any offer. - No Guarantees
While we strive to partner with reputable brands, The Long Covid Clinic does not guarantee product availability, quality, or service from third-party providers. - Limited Time Offers
Discount codes may expire or be discontinued without notice. We recommend using them promptly to ensure you don’t miss out. - Responsible Use
Misuse of codes may result in loss of access to future offers.
No Endorsement
The Long COVID Clinic does not endorse or guarantee the quality, availability, or performance of products or services offered by partner companies.
Disclaimer
The content on The Long COVID Clinic website is reviewed regularly to ensure accuracy. However, we cannot guarantee the content of external websites linked from our site and accept no liability for their content.
All content provided is intended for general information only and does not constitute medical advice. You should not rely on information on the website as a substitute for a clinical consultation with a qualified healthcare professional.