Terms and Conditions

Terms and Conditions

By using our website, you accept these Terms and Conditions in full; accordingly, if you disagree with these terms and conditions or any part of these terms and conditions, you must not use our website.

This page tells you the terms of use on which you may make use of our website https://cityultrasound.co.uk/ (our website), whether as a guest or a registered user. Please read these terms of use carefully before you start to use our site. By using our site, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our site.

Accessing our site

Access to our site is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our site without notice. We will not be liable if for any reason our site is unavailable at any time or for any period.

You must be at least 18 years of age to use our website; by using our website or agreeing to these terms and conditions, you warrant and represent to us that you are at least 18 years of age.

Intellectual property rights

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it, including all guidelines. All materials are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from our site for your personal reference and you may draw the attention of others within your organisation to material posted on our site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

The opinions expressed on the courses presentations are the authors’ own. They solely reflect author’s knowledge, experience and believe at the time of expression. The opinions can change in accordance with new information, experience and other factors. They do not reflect any position of NHS, National Screening Committee, NICE, Department of Health (or other similar medical governance systems in UK or other country), ISUOG (or other similar medical professional societies), FMF (or other similar medical research bodies)

You may print or download Content from the Site for your own personal, non-commercial use, provided that you keep intact all copyright and other proprietary notices. You may not engage in systematic retrieval of Content from the Site to create or compile, directly or indirectly, a collection, compilation, database or directory without prior written permission from City Ultrasound.

You may embed those videos into a third party blog or website that were uploaded on the video sharing site Vimeo or Youtube. These videos have to carry the City Ultrasound logo.

Linking to our site

You may link to our site, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

Links to other sites

The City Ultrasound accepts no responsibility whatsoever for linked websites or any information contained therein.

Our site must not be framed on any other site. We reserve the right to withdraw linking permission without notice.

Trademarks

City Ultrasound and the City Ultrasound logo and its constituent parts are UK registered trademarks.  We give no permission for the use of these trademarks, and such use may constitute an infringement of our rights.

Privacy requirements

Our Companyare aware that patient privacy is a priority for all healthcare professionals.

Treatment and other patient management decisions should not solely be based on information provided on our website. We thus recommend that treating physicians always refer to available guidelines whenever possible.

Use of data and information obtained from or through our web site is at your sole risk. No liability is accepted by City Ultrasound for loss or corruption of data.

City Ultrasound and the public

We regret that it is not possible for the City Ultrasound to offer medical advice on any individual or general medical condition. Users of this website seeking advice on any medical condition should consult their medical practitioner.

Payment

You may pay for the services which you order online by supplying your credit/debit card details on the secure online order form. We operate the highest level of security, meaning your card details are not kept.

Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously. You can tell whether a page is secure, as ‘https’ will replace the ‘http’ at the front of the www.clemmente.com in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.

Please note that we cannot guarantee the security of data if you communicate with us via email. Accordingly, please do not send us payment information using email. For details of the security measures we employ please read our Privacy Statement. Unless we are fraudulent or negligent we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information you provide us with when placing an order.

Alterations to this Website and Terms and Conditions

We reserve the right at any time to make changes to this Website, these Terms and Conditions, Privacy Statement and such other policies as we may notify you of. You will be subject to the policies and terms and conditions in force at the time you use the Website. Changes, which we are required to make by law, could apply to orders that you have already made. If any of the terms and conditions forming the contract between us are deemed invalid, void or unenforceable for any reason, it will be deemed severable and not affect the validity and enforceability of the remaining terms and conditions.

Governing Law and Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. You agree to submit to the non-exclusive jurisdiction of the English courts, as do we.

TERMS OF BOOKING

HOW IT WORKS 

When you visit our Website, you can choose to either call us to discuss an appointment or to book an appointment online after you have made your selection.

You might decide to call us if you need help to choose an appropriate scan, if you are unsure. If you don’t understand something, please contact us and we’ll give you any information you need.

Whatever kind of screening you’re looking for, you’ll always be asked to make a prepayment on our Website to confirm your appointment.

To book a scan you will have to:

  1. Select your preferred scan and enter the requested date to confirm your pregnancy age
  2. Select a date and time of your appointment and book the scan
  3. Register your contact details with us (your name, last name, address, phone number and email address), so that we are able to contact you with regards to your appointment or a scan;
  4. Agree to our Terms and Conditions and make a pre-payment for your scan. These will guarantee confirmation of your appointment
  5. Submit your order

We will send you an automatically generated email to confirm that you have booked your scan for that specific date and time.

Now that you’ve booked your scan, we will contact you a day before your appointment by SMS to confirm attendance.

PAYMENT

In order to complete the payment, you will have to provide valid credit or debit card details. You must be authorised to use these details and to authorise our payment service provider STRIPE to take payment in full for the scan you have chosen. All major cards are accepted.

Our payment processing platform, Stripe, may also perform a pre-authorisation on the card you have signed up with to ensure your payment details are correct. No card details are recorded by the City Ultrasound. You can find more information about STRIPE here:

https://stripe.com/gb/privacy#international-data-transfers

LATE AND CANCELLATIONS POLICY

To provide the best possible service to all our patients, we ask you to contact us if you are running late so we can make all necessary arrangements to ensure you are seen by our specialist. As our diagnostic centre might be very busy, you may be asked to reschedule your appointment or wait for an available slot so that all our patients receive the best possible service.

If you fail to attend your scan or are more than 15 minutes late to your scan or cancel your appointment less than 24 hours prior to the scheduled time- you will be deemed to have missed your appointment.

Please note that if you cancel your appointment 24 hours or more before its start time you will benefit from free cancellation or rescheduling and will receive a refund for the pre-payment charge if applicable.

  1.  Failure to give the required notice will result in you being charged with a cancellation fee of £50. In this case you will receive a refund for the remainder of the pre-payment charge if applicable.  
  2. If the booking is made less than 24 hours before the appointment start time, we reserve the right to take the pre-payment at the time of the booking.
  3. In the unlikely event that an appointment is missed or cancelled as a result of scheduling errors on our part or failure of the specialist to attend, then we will refund the pre-payment charge made on your debit/credit card.

REFUNDS

We’ll make our best to process refunds within three (3) working days. The funds may take up to five (5) working days to appear on your bank or card statement. All refunds will be processed via our Partner App Stripe.

COVID-19 PRECAUTIONS

Your health is at utmost importance to us and as such we are taking special precautions in the current pandemic environment. We are constantly conducting risk assessment in line with the government and CQC guidelines, and would like to ask you to help us by taking the following precautions:

– If you are feeling ill, or have any of the COVID-19 symptoms, please avoid coming to our centre. We would be happy to reschedule your appointment free of charge after the relevant quarantine period

– Please only bring one visitor from the same household to accompany to your appointment

– Please wear your own personal protective equipment (PPE) such as masks and gloves

– Please be prepared for our friendly staff to check your temperature before you enter our premises

HARMONY TEST (NIPT) CHARGES/REFUNDS:

The Harmony Test (NIPT) involves an ultrasound scan and a simple blood test, results are processed by TDL in London. The usual result turnaround time is 3-5 working days in 95% of the cases from the time they are registered. Please note, that while samples are delivered on the same day they are taken, samples delivered in the afternoon will only be booked for processing the next working day. Samples taken on a weekend will be booked for processing the next working day (Monday unless there is a Bank Holiday.)

The Harmony NIPT can only be done from a gestational age (GA) of 10 weeks –TDL would not accept any blood samples for patients earlier than that GA. GA measurements are done using a Crown-Rump Length (CRL) which can sometimes be inconsistent with your last menstrual period due date estimation; as such, to avoid an extra charge we recommend waiting until at least 10w+2d before to book your NIPT appointment. In case you booked for the Harmony Test, but the ultrasound scan indicated a GA below 10 weeks we would have to reschedule your appointment for another day and charge an extra £50 to cover our extra staffing costs.

In case of No-Call results from the test (about 3% of the cases), we will be happy to schedule in another time to draw another blood sample free of charge. In case of a second No-Call result, we will refund the Harmony Test portion of the appointment charge as per below.

If, upon discussion with our clinician, you decide that the Harmony Test is not the right decision for you, we will refund the Harmony Test proportion of the appointment and will only charge for the scan (£120 for the Essential option and £240 with the Early Anomaly Scan.)

Importantly – the Harmony NIPT only screens for 3 Chromosomal anomalies. If you opt for the NIPT + Essential scan option, this does not include a structural anomaly screening. With the Early Anomaly Scan option, we will screen for at least another 10 structural anomalies which can be detected at this early stage of pregnancy.

GENDER REVEAL/3D AND 4D SCANS:

At City Ultrasound we pride ourselves with our medical approach to fetal scanning. This means that as expert fetal medicine professionals our scans are designed to first and foremost examine your baby’s health and development. We have made a conscious decision to not offer non-medical scans on a stand-alone basis.

That said, we know that many expectant parents prefer finding out the sex of their baby early in the pregnancy and we are happy to provide this service as a free add on for every scan from 13 weeks or with NIPT from 10 weeks. Please note that gender reveal is not always 100% accurate, and in some cases NIPT/scan will fail to detect the gender. We do not offer a refund in case we were not able to detect the gender of the baby for whatever reason, on the basis our services are offered on the diagnostic value of the scans/tests we perform. Similarly, 3D/4D scans will be offered for medical/bonding purposes if there is some time at the end of your scan and after our clinician is satisfied with the medical screening part of the appointment.

 

COMPLAINTS PROCEDURE

Introduction:

Ultrasound Link Ltd (T/A City Ultrasound) is committed to provide the highest standard of service and care to our patients. We therefore appreciate all feedback regarding the care and service that you, your family or others experienced during your visit and this leaflet explains how we deal with concerns or complaints you may wish to raise.

This procedure sets out our approach to the handling of complaints and is intended as an internal guide who should be made readily available to all staff and a summary setting out the approach to complaint handling should be available at reception for any client requesting a copy.

From 1st April 2009 a common approach to the handling of complaints was introduced across health and adult social care. This procedure complies with this.

POLICY

The Service will take reasonable steps to ensure that clients are aware of:

  • the complaints procedure.

  • The time limit for resolution.

  • How it will be dealt with.

  • Who will deal with it?

  • Right of appeal

  • Further action they can take if not satisfied.

  • The fact that any issues will not affect any ongoing treatment from the service and they will continue

to be treated.

Registered Address:

1st Floor,
36 Spital Square, London – E1 6DY

Location:

1st Floor, Email: info@cityultrasound.co.uk Created: Feb 2020 36 Spital Square, Website: info@cityultrasound.co.uk Review: Feb 2022 London – E1 6DY

Stage 1:

Receiving of complaints

The Service may receive a complaint made by, or (with his/her consent) on behalf of a client, or former client, who is receiving or has received treatment at the Service, or where the client is incapable of making a complaint, by a relative or other adult who has an interest in his/her welfare.

Please send your written complaint to: Dr Fedor Ushakov
Ultrasound Link Ltd
1st Floor

36 Spital Square E1 6DY
London

PERIOD WITHIN WHICH COMPLAINTS CAN BE MADE

The period for making a complaint is normally:
(a) 6 months from the date on which the event which is the subject of the complaint occurred; or

(b) 6 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.

All complaints will be acknowledged no later than three working days after the day the complaint is received (the acknowledgement will usually be in writing but can be verbally in some circumstances although this should be the exception rather than the norm.) We will make sure that we will get back to you with a final decision or an update on the prepress of our investigation within 20 working days from the receipt of the complaint.

An offer should be made to discuss with the complainant the following: • The handling of the complaint

• Timescales for responding
• Expectations and desired outcome if unclear

If the complaint has been made verbally, the complainant should be given a copy of their verbal statement which is considered the formal complaint and asked to confirm that it represents the issues they wish to raise.

The Complaints Manager or lead HCP has the discretion to extend the time limits if the complainant has good reason for not making the complaint sooner, or where it is still possible to properly investigate the complaint despite extended delay.

Ultrasound Link Ltd (T/A City Ultrasound) is committed to provide the highest standard of service and care to our patients. We therefore appreciate all feedback regarding the care and service that you, your family or others experienced during your visit and this leaflet explains how we deal with concerns or complaints you may wish to raise.

This procedure sets out our approach to the handling of complaints and is intended as an internal guide who should be made readily available to all staff and a summary setting out the approach to complaint handling should be available at reception for any client requesting a copy.

From 1st April 2009 a common approach to the handling of complaints was introduced across health and adult social care. This procedure complies with this.

POLICY

The Service will take reasonable steps to ensure that clients are aware of:

  • the complaints procedure.

  • The time limit for resolution.

  • How it will be dealt with.

  • Who will deal with it?

  • Right of appeal

  • Further action they can take if not satisfied.

  • The fact that any issues will not affect any ongoing treatment from the service and they will continue to be treated.

Stage 1:

Receiving of complaints

The Service may receive a complaint made by, or (with his/her consent) on behalf of a client, or former client, who is receiving or has received treatment at the Service, or where the client is incapable of making a complaint, by a relative or other adult who has an interest in his/her welfare.

Please send your written complaint to: Dr Fedor Ushakov
Ultrasound Link Ltd
1st Floor

36 Spital Square E1 6DY
London

PERIOD WITHIN WHICH COMPLAINTS CAN BE MADE

The period for making a complaint is normally:
(a) 6 months from the date on which the event which is the subject of the complaint occurred; or

(b) 6 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.

All complaints will be acknowledged no later than three working days after the day the complaint is received (the acknowledgement will usually be in writing but can be verbally in some circumstances although this should be the exception rather than the norm.) We will make sure that we will get back to you with a final decision or an update on the prepress of our investigation within 20 working days from the receipt of the complaint.

An offer should be made to discuss with the complainant the following:

• The handling of the complaint

• Timescales for responding
• Expectations and desired outcome if unclear

If the complaint has been made verbally, the complainant should be given a copy of their verbal statement which is considered the formal complaint and asked to confirm that it represents the issues they wish to raise.

The Complaints Manager or lead HCP has the discretion to extend the time limits if the complainant has good reason for not making the complaint sooner, or where it is still possible to properly investigate the complaint despite extended delay.

When considering an extension to the time limit it is important that the Complaints Manager or the HCP takes into consideration that the passage of time may prevent an accurate recollection of events by the clinician concerned or by the person bringing the complaint. The collection of evidence, Clinical Guidelines or other resources relating to the time when the complaint event arose may also be difficult to establish or obtain. These factors may be considered as suitable reason for declining a time limit extension.

Action upon receipt of a complaint

  • It is always better to try and deal with the complaint at the earliest opportunity and often it can be concluded at that point.

  • If it is not possible or the outcome is not satisfactory the client should be asked to put it in writing. This ensures that each side are well aware of the issues for resolution. If the client does refuse to put it in writing then it is advisable for the service to put it in writing and check that the client is happy with the detail of the complaint.

  • On receipt of a written complaint an acknowledgement should be sent confirming receipt and saying that a further response will be sent within 20 working days following an investigation of the issues. It should also say who is dealing with it i.e. manager.

  • If it is not possible to conclude any investigations within the 20 working days, then the client should be updated with progress and possible time scales.

  • A full investigation should take place with written notes and a log of the progress being made.

  • It may be that outside sources will need to be contacted and if that is the case then a client consent form will need to be signed to make such a request.

  • In the response letter, we will inform you of all the details of the investigation and the outcome of our inquiry. If you remind unhappy with the outcome, we will also provide details on how to proceed into the second stage of our complaint procedure.

    If you remain dissatisfied following the final response from the practice, then you can request a review of your complaint, known as Stage 2 by writing to:
    Dr Fred Ushakov

    Ultrasound Link Ltd, 1st Floor, 36 Spital Square, E1 6DY, London

Stage 2:

During this stage, your complaint will be reviewed by a member of our management team who was not involved in Stage 1. Similarly to Stage 1, we will get back to you no later than 3 working days with an acknowledgement of the escalation of the complaint.

Complainants will be invited to attend a meeting at the start of Stage 2 in order to clarify the matters that remain outstanding in the complaint and obtain a greater understanding of what the complainant hopes to achieve by escalating the complaint. This meeting may be face-to-face or via telephone or videoconferencing/online if the complainant prefers.

We will consider your complaint and will undertake a review of the documentation, any correspondence and the handling of the complaint at Stage 1. Our Practice Manager will write to you according to our procedures and in any event within 20 days to either confirm the outcome at stage 1 or to offer an alternative resolution. At this time we will advise you of your right to take the matter further to Independent Adjudication known as ISCAS and stage 3 in these procedures. Throughout the process all information, documents and records relevant to your complaint will be treated in the strictest confidence and no information will be divulged to any parties who are not involved in the process, unless required to do so by law.

Stage 3:

This stage is only available to complainants who remain dissatisfied once Stage 1 and Stage 2 are exhausted. A complainant should then request the Adjudication by writing to the Secretariat:

ISCAS, CEDR,
3rd Floor
100 St. Paul’s Churchyard London EC4M 8BU
Tel: 020 7536 6091 Email: info@iscas.org.uk

this written request for adjudication must be made within 6 months of the final determination at Stage 2. The complainant at Stage 3 should provide reasons to explain the dissatisfaction with the outcome of Stage 2. The ISCAS Secretariat will seek confirmation that Stage 2 has been completed. The ISCAS Secretariat will notify us of a request for Stage 3 made directly within ten days. The Secretariat will then be the main contact for the complainant once Adjudication is started. A complainant accessing this service will be asked to consent to release of records from the practice relevant to the complaint and a report will be made to the complainant, the practice.

Additional information for patients about ISCAS can be found at: http://www.iscas.org.uk/patients- complaints-process

General

• We shall complete every stage of the complaint procedure within 3 months of receipt of the complaint • You have the right to seek independent legal advice where any aspects of their complaint might give rise to a clinical negligence claim.

Safeguarding

Safeguarding is a key element of complaints management and review. It may be necessary to identify if any of the following elements are evident in the information/complaint:

• Safeguarding concerns to the person, to include their ability to manage with daily living
• Safeguarding concerns regarding the adequacy of care/support being provided to the person • Safeguarding concerns regarding the behaviour of a professional to a patient or carer
• Safeguarding concern regarding the behaviour of the person/complainant to professional staff

All complaints staff must have at least Level 2 training in safeguarding to enable them to identify the key safeguarding concerns.

All complaints handlers from will require a DBS check as part of their recruitment process.

Annual Review of Complaints

The service will establish an annual complaints report, incorporating a review of complaints received, along with any learning issues or changes to procedures which have arisen. This report is to be made available to any person who requests it, and may form part of the Freedom of Information Act Publication Scheme.

This will include:

  • Statistics on the number of complaints received

  • Justified / unjustified analysis

  • Known referrals to ISCAS

  • Subject matter / categorisation / clinical care

  • Learning points

  • Methods of complaints management

  • Any changes to procedure, policies or care which have resulted

    Confidentiality

    Complaints will be handled in the strictest of confidence in accordance and will be kept separately from clients’ medical records. Care will be taken that information should only be disclosed to those who have a demonstrable need to have access to it. Suitable arrangements are in place for the handling of patient identifiable data to meet the compliance of GDPR & Data Protection Act 2018 and other legal obligations such as the Human Rights Act 1998 and the common law duty of confidentiality

    The service must keep a record of all complaints and copies of all correspondence relating to complaints, but such records must be kept separate from clients’ medical records.