The terms and conditions detailed below form a legal agreement between you and Locala Choose Well. Please read through them carefully, and we suggest keeping a copy for future reference. If anything is unclear, please contact us at [email protected] to discuss further.
By booking an appointment with Locala Choose Well, you hereby agree to the following Overall Terms and Conditions.
Locala Choose Well is a private healthcare provider, and we charge fees for our services. A full list of these services is available on our website: www.choosewell.locala.org.uk.
Payment for all services will be taken at the time of booking, via secure online payment. Payment can be made by Debit or Credit Card.
For any additional services required or identified during a consultation, payment may be taken at the end of the appointment.
Please note, we are unable to accept cash payments at any of our clinics for any supplementary charges incurred during your appointment.
If you have booked and paid for a course of treatments but are subsequently unable to complete the course, we will provide a refund, calculated by deducting the full list price of all treatments taken from the total cost of the course.
This contract is for a specific number of treatments, and all treatments must be completed within twelve months from the date of purchase. The contract lapses on the first anniversary of the purchase date, and any outstanding treatments will be forfeited.
Our cancellation and refund policy:
Locala Choose Well reserves the right to cancel an appointment if an unforeseen circumstance arises or if it is necessary for reasons outside our control. We will make all reasonable efforts to reschedule the cancelled appointment, but in the event this is not possible, a refund for the missed appointment will be issued.
Locala Choose Well is not able to provide emergency or out-of-hours care, as we are not legally covered to do so. If you require emergency care, we ask that you follow the appropriate pathways, such as contacting your GP, attending A&E, or calling NHS 111 or 999.
Locala Choose Well services are available only for individuals aged 18 years and over. Please do not book an appointment for yourself or for anyone under this age.
We ask that you arrive at least five minutes before your scheduled appointment time to complete any necessary paperwork. Late arrivals may result in your treatment time being reduced.
Locala Choose Well will make every effort to ensure that your appointment runs on time. However, there may be occasions when, due to reasons beyond our control, your appointment is delayed. In rare cases, unforeseen circumstances may require us to cancel your appointment at short notice. In the unlikely event that this happens, we will make every attempt to contact you and reschedule your appointment for a mutually convenient time. Please note that we do not offer compensation if we need to cancel your appointment.
No other person has any rights under this contract. This contract is between you and us, and no third party shall have any rights to enforce its terms.
It is your responsibility to ensure that we are provided with all relevant health-related information prior to each treatment. Additionally, we may require other information from you in order to provide the services, depending on the treatment to be undertaken. We will contact you to request this information.
If you do not provide the required information at least 48 hours before the appointment to allow for review and triage, we may either terminate the contract or charge a reasonable fee to compensate for any additional work required.
We will not be responsible for any delays or failure to provide services if this is caused by your failure to provide the necessary information 48 hours before the appointment date.
Unfit for Treatment / Unsuitable for Treatment / Unlikely Success of Treatment
If we deem that: (a) you are medically unfit; and/or (b) you are unsuitable for your chosen treatment; and/or (c) your chosen treatment is unlikely to be successful, we will inform you of the facts and the reasons behind our conclusion.
If these findings are made during the Initial Consultation, you will only be responsible for the cost of that consultation.
Prior to your appointment, we will inform you of any preparations you need to make before the treatment. Failure to make the necessary preparations may result in your treatment being delayed, your treatment time being reduced, or additional costs incurred for rescheduling further appointments.
We do not have access to your NHS records or any records from other private healthcare providers you may have seen. We believe that healthcare is a shared responsibility and, as such, advise you to fill in the pre-consultation questionnaire as fully as possible and to share relevant information about your current and past medical history during the consultation.
We also encourage you to share information about your consultations with us with your GP, as this ensures optimum continuity of care. Consent will be obtained at the time of booking regarding this, and we will ask you to share consultation letters with your GP at each stage.
Locala Choose Well is neither responsible nor liable for the services provided by third-party private services to which we send prescriptions or request investigations. Each of these services has its own terms, conditions, and policies. In the event that an issue arises with the service they provide, you will need to contact them directly.
Photographic ID will need to be shown during the first consultation. Please ensure you have it to hand. Acceptable forms of ID include a UK Passport, UK Driving Licence, Biometric Residence Permit (formerly known as identity cards for foreign nationals), HM Armed Forces identity card, or ID cards carrying the PASS accreditation logo (UK and Channel Islands), such as a UK Citizen ID card.
If you arrange suggested investigations via other providers, you will need to send the results to us electronically. We will only be responsible for advising on investigations that we have recommended and will not comment on any others that may be included on the same form.
If it has been several months since your last booked review, we reserve the right to ask you to book a charged telephone call to discuss the results.
Letters will not be generated after brief telephone calls unless specifically requested. In such cases, there will be a £30 charge to cover clinician and administrative time.
Please note that costs may change in the future, and we reserve the right to adjust them without prior notice.
We are unable to guarantee ongoing treatment with the same personnel, but we will accommodate continuity of care wherever possible. All our doctors, consultants, nursing staff, and therapy practitioners are trained and approved in accordance with our treatment protocols.
From time to time, we may engage self-employed healthcare practitioners who have been vetted by us, trained to the appropriate professional standards, and hold the relevant medical qualifications to provide the treatment on behalf of Locala Choose Well.
We aim to empower you to truly thrive during your treatment. If we feel that our clinic is not the right ‘fit’ for your needs, we will inform you and reserve the right not to book an appointment. We do not tolerate aggression, and if it occurs, we will terminate the contract between the client and the clinic.
If you would like a chaperone to be present at your consultation, we are happy for someone to accompany you.
Medical and therapeutic issues, procedures, and treatments can sometimes be confusing for patients. Our clinicians will not begin any form of assessment or treatment without your consent. This may be given verbally, or in some cases, such as with injections, written consent will be required.
We make every effort to ensure you fully understand our diagnosis, the recommended procedures, and any treatments that may be involved. We welcome any questions about anything you may be uncertain of, or if you simply require more information. We also ask that you inform us of any factors that could affect your treatment or diagnosis. If necessary, we can send correspondence to your GP.
Locala Choose Well is not liable for any economic loss (including loss of profit), or for any other special, indirect, or consequential loss or damage arising out of, or in connection with, the provision of any goods and/or services to the client.
It is the client’s responsibility to provide Locala Choose Well with all relevant medical details prior to each treatment. Locala Choose Well will not be liable for any damage resulting from the client’s failure to disclose such details.
The client agrees to comply with all instructions and/or recommendations given by, or on behalf of, Locala Choose Well regarding care and treatment. Nothing in these terms of business shall exclude or limit Locala Choose Well’s liability for death or personal injury resulting from its negligence.
When further treatment or imaging is required, we may refer you to a third party, sending a referral letter to facilitate the process. After that, it is your responsibility to arrange an appointment with them. Once under their care, you will be bound by the terms and conditions of that third party, and we accept no liability with respect to their services.
Locala Choose Well will not increase the cost of treatment during the twelve-month period of this agreement. However, we reserve the right to review and adjust our charges periodically. Any request for additional treatment services will be charged at our current published rates.
We understand that some people may feel uncomfortable raising a complaint; however, we welcome the opportunity to address any concerns and hopefully resolve them.
Our Customer Liaison Team is here to assist, and we offer a variety of ways for you to get in touch. If you have any specific communication needs, please let us know. The team can also assist with any general enquiries.
Call 0330 024 2084. The lines are open Monday to Friday 9.30am to 4.30pm (except Bank Holidays). We also have a 24 hour answering machine service so please don’t hesitate to leave a message and one of the team will contact you as soon as we can.
You can email us at [email protected]
Write to us at: Customer Liaison Team, Locala Health and Wellbeing, Eddercliffe Health Centre, Bradford Road, Liversedge WF15 6LP.
Alternatively fill in the Contact Form at Contact us – Choose Well | Locala and send us a message straight away.
Treatments, such as HRT regimes, can take some time to settle in, so we will schedule a review appointment approximately three months after your initial consultation. If you have questions about your regime between appointments, you have the option of booking a short consultation. These will last up to 15 minutes and cost £50.
We do not find it effective to consult via email; only straightforward advice regarding your prescription regime will be handled this way. For more complex questions, we reserve the right to ask you to book a further half-hour appointment.
You will receive a full summary letter after your consultation. If you decide to proceed with HRT and it is deemed the most appropriate evidence-based treatment for you, a regime will be detailed. We can issue a private prescription for medication, which will then be posted to your home address. As a private clinic, your NHS GP has no legal obligation to prescribe the medication, although they may consider doing so.
If your prescription is issued on the day of your consultation, no dispensing fee will be charged. For prescriptions requested between consultations, please email [email protected] with ‘Prescription’ in the subject line. Be sure to clearly state the medication requested and the quantity required (e.g., Oestrogel – 2 bottles and Utrogestan – 2 boxes of 28 capsules).
Please note that if the medication has not been issued before, or if you have not kept your review appointments or had blood tests when suggested, your request may be declined.
A £20 dispensing fee will be applied for medications ordered between appointments. This fee covers the time required for the dispenser to review your medical records and confirm that the medication is both safe and appropriate for you.
Investigation costs are not included in the consultation fee. Blood tests may be recommended if it appears that you could benefit from the addition of testosterone. It can also be useful to check oestradiol levels at times to assess whether you are absorbing a particular preparation.
We use a private phlebotomy service called ‘Medichecks™’. Blood tests must be paid for before they can be booked. The results will be sent to the doctor who ordered them, and they will be discussed at your review appointment. We may also recommend other investigations, such as ultrasound scans or DEXA bone density scans.
During your initial consultation, your Physiotherapist will ask you questions about your symptoms and then assess the affected area.
To properly assess you, the Physiotherapist may need to examine the affected area. For a lower limb condition, it would be helpful if you could bring a pair of shorts to change into. For an upper limb condition, bringing a vest top would be useful. For a lower back condition, we recommend bringing both shorts and a vest top so the Physiotherapist can fully assess your spine and lower limbs, ensuring that any contributing issues are identified.
If you feel uncomfortable with the examination, you are welcome to bring someone with you, or you can ask us to arrange for a chaperone to be present. Please feel free to ask any questions during your session; your Physiotherapist will be happy to explain everything.
After your assessment, your Physiotherapist will discuss their findings with you and propose a treatment plan tailored to your specific goals.
During your first consultation, our dermatology specialist will assess your skin lumps, general health, medication, and allergies. They will use a special instrument called a dermatoscope to examine your skin lumps, which helps determine whether the lumps are benign or have cancer potential. You will have the opportunity to discuss any concerns you may have, and the specialist will explain the treatment options most likely to be safe and effective for your case. They will outline the proposed treatment, as well as any potential side effects.
Treatments offered include:
Our specialist will assess your hair loss and review your medication, allergies, and suitability for Minoxidil tablets. They will inform you about commonly expected side effects and arrange follow-up appointments to ensure safe usage. They will also guide you through uptitrating the dose of this medication to maximise its benefit.
Our self-pay services are designed to offer you a faster, more flexible alternative to traditional healthcare, with affordable pricing and expert care that you can rely on. Whether you’re seeking treatment for a non-urgent condition or need specialised services like skin tag removal, we are here to support you every step of the way.
Locala is a registered company in England and Wales under registration number 07584906, with a registered office in Eddercliffe Health Centre, Bradford Road, Liversedge WF15 6LP. Locala is the ‘Controller’ of personal information we collect about you unless otherwise stated.
Locala Choose Well will process your personal information in accordance with all applicable laws, including the United Kingdom General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 (DPA 2018).
The purpose of this Privacy Notice is to let you know how we process your Personal Data when you engage with our services or visit our website. This Privacy Notice explains what Personal Data we collect from you and how we collect, use, store and disclose it. This Privacy Notice also contains information about your rights under applicable data protection legislation.
We are committed to compliance with the applicable data protection legislation. We believe that ensuring data protection compliance is the foundation of trustworthy relationships.
It is important that you read this Privacy Notice together with any other Privacy Notice we provide on specific occasions when we are collecting or processing Personal Data about you so that you are fully aware of how and why we are using your data.
All clinicians, health and social care professionals caring for you, keep records about your health, and any treatment and care you receive from Locala Choose Well. These records help to ensure that you receive the best possible care. They may be paper or electronic and they may include:
It is essential that your details are accurate and up to date. We will always check that your personal details are correct when you visit us and please inform us of any changes to your contact details or GP Practice as soon as possible. This minimises the risk of you not receiving important correspondence.
By providing Locala Choose Well with your contact details, you are agreeing to us communicating with you about your healthcare, i.e. by letter (postal address), by voice mail or voice message (telephone or mobile number), by text message (mobile number) or by email (email address).
In general terms, your records are used to direct, manage and deliver your care so that out team will have the information they need to assess and improve the quality and type of care you receive and your concerns can be properly investigated if a complaint is raised.
Information is held for specified periods of time as set out in the The Records Management Code of Practice for Health and Social Care 2021.
The UK GDPR requires that a Controller must have a legal basis for processing Personal Data. These may be:
In some cases, we may process special category data. This is afforded some extra protection due to its sensitive nature, and therefore, under UK GDPR we are required to provide a lawful basis for processing, and a secondary condition under Article 9. The conditions we may rely on are:
Locala Choose Well ensures that personal confidential data, even it would constitute fair processing, is not, unless certain exemptions apply or protective measures taken, disclosed or transferred outside the European Economic Locala Choose Well takes payment information through Stripe Payments UK and Stripe do transfer data outside of the EEA. Please see their Privacy Policy.
We share information about you with others directly involved in your care.
We use information we hold about you to:
Everyone working within Locala Choose Well has a legal duty to keep information about you confidential. Similarly, anyone who receives information from us also has a legal duty to keep it confidential.
We will not disclose your information to any other third parties without your permission unless there are exceptional circumstances, such as if the health and safety of others is at risk or if the law requires us to pass on information.
Nationally there are strict controls on how your information is used for these purposes. These control whether your information has to be anonymised first and with whom we may share identifiable information.
The Care Quality Commission has powers under the Health and Social Care Act 2008 to access and use information – including personal and medical records – where they consider this is necessary for them to carry out their functions as a regulator. They also have powers to access and use information as part of their role protecting the rights of people whose rights are restricted under the Mental Health Act 1983, and powers under the Health and Safety at Work Act 1974.
If you do not want CQC to look at your personal information when they check our services, please let us know. We can mark your records to show that you do not want CQC to see them.
If we know that you don’t want CQC to look at your information, your wishes will be respected, other than in rare circumstances which are explained in their Code of Practice on Confidential Personal Information here.
You can change your mind about your choice at any time.
Data being used or shared for purposes beyond individual care does not include your data being shared with insurance companies or used for marketing purposes and data would only be used in this way with your specific agreement.
Since 2020, Health and care organisations are required to have systems and processes in place so they can apply your national data opt-out choice. Locala Choose Well is not currently able to apply your national data opt-out choice to any confidential patient information we may use or share with other organisations for purposes beyond your individual care. The national implementation plan is available on the nhs.uk website.
Everyone working in Health and Social Care has a legal duty to keep information about you confidential and anyone who receives information from us is also under a legal duty to keep it confidential.
From time to time, we may need to share information with other professionals and services concerned in your care. We will only share information in this way if we have your permission and it is considered necessary.
SMS text processing
When attending one of our services for an outpatient appointment or a procedure you may be asked to confirm that we have an accurate contact number and mobile telephone number for you. This can be used to provide appointment details via SMS text messages and automated calls to advise you of appointment times.
Surveillance cameras (CCTV)
Some of the premises we use have surveillance cameras (CCTV) for the purpose of prevention and detection of crime as well as to:
You have a right to make a Subject Access Request of surveillance information recorded of yourself and ask for a copy of it. Please see the ‘Data Subjects Rights’ section. The details you provide must contain sufficient information to identify you and assist us in finding the images on our systems.
We reserve the right to withhold information where permissible by Data Protection Legislation and we will only retain surveillance data for a reasonable period or as long as is required by law. In certain circumstances (high profile investigations, serious or criminal incidents) we may need to disclose CCTV data for legal reasons. When this is done there is a requirement for the organisation that has received the images to adhere to Data Protection Legislation.
Confidentiality affects everyone: Locala Choose Well collects, stores and uses personal and special category personal data every day, such as medical and clinical records, personal records and computerised information. This data is used by many of our colleagues in the course of their work.
We take our duty to protect personal information and confidentiality very seriously and we are committed to comply with all relevant legislation and to take all reasonable measures to ensure the confidentiality and security of personal data for which we are responsible, whether computerised or on paper. All our colleagues are bound by a duty of confidentiality and undertake regular training.
At Board level, we have appointed a Senior Information Risk Owner who is accountable for the management of all information assets and any associated risks and incidents, and a Caldicott Guardian who is responsible for the management of patient information and patient confidentiality.
Additionally, we put in place appropriate organisational and technical security measures. These measures include ensuring our internal IT systems are suitably secure and implementing procedures to deal with any suspected data breach.
In the unlikely event of a data breach, we will take steps to mitigate any loss or destruction of data and, if required, will notify you and any applicable authority of such a breach.
Although we use appropriate security measures once we have received your Personal Data, you will appreciate that the transmission of data over the internet (including by email) is never completely secure. We endeavour to protect Personal Data, but we cannot guarantee the security of data transmitted to or by us.
Examples of our security include:
You have rights under the data protection legislation and these are:
Right to be informed
Subject Access
Right to Rectification
Right to Erasure
Right to Objection
Right to Restriction
Right to Portability
Right to withdraw consent
Right related to automated profiling
Right to complain
Subject to certain legal exemptions, we must comply when you inform us that you wish to exercise these rights. There is no charge, unless your requests are manifestly unfounded or excessive. In such circumstances, we may make a reasonable charge or decline to act on your request. Before we action your request, we may ask you for proof of your identity. Once in receipt of this, we will process the request without undue delay and within one calendar month. In order to exercise your rights please contact our Resolution Team. Details of how to contact the Resolution Team are below.
You can contact us if you wish to complain about how we collect, store and use your Personal Data. It is our goal to provide the best possible remedy with regard to your complaints.
However, if you are not satisfied with our answer, you can also contact the relevant competent supervisory authority. In the UK, the relevant supervisory authority is the ICO, contact details of which can be found below.
The UK GDPR gives you a right to access the information we hold about you on our records. Requests should be made to the Resolution team. We will provide your information to you within one month (this can be extended dependent on the complexity of the request) from receipt of your application:
Before fulfilling your request, we will need to be able to verify your identity and will ask you to provide relevant documents.
Information will be provided free of charge except where requests are unfounded or excessive, in particular repeat requests when we may either charge a reasonable administrative fee or refuse to act on the request.
Locala Choose Well,
Eddercliffe Health Centre,
Bradford Road,
Liversedge,
WF15 6LP
or via email to [email protected].
The Data Controller responsible for keeping your information confidential is:
Locala Health and Wellbeing,
Eddercliffe Health Centre
Bradford Road,
Liversedge,
West Yorkshire,
WF15 6LP
Data Protection Officer is Hayley Silverwood.
The Data Protection Officer’s role is to monitor and advise the organisation on meeting its data protection responsibilities.
Our Caldicott Guardian is Victoria Vallance, Director of Quality and Professional Practice. She can be contacted via email on [email protected]
Patients who have a concern about any aspect of their care or treatment from Locala Choose Well, or about the way their records have been managed, should email the Customer Liaison Team on [email protected].
If you have any concerns about how we handle your information you have a right to complain to the Information Commissioners Office about it.
The UK GDPR requires organisations to lodge a notification with the Information Commissioner to describe the purposes for which they process personal information. These details are publicly available from:
Wycliffe House, Water Lane
Wilmslow, SK9 5AF
Telephone: 08456 306060
Website: ico.org.uk
If any of your Personal Data changes whilst you are a user of our services, it is important that you update the information within your account to ensure that the data we hold about you is accurate and up to date.
We operate according to the principles of the UK GDPR, and PECR, regardless of the location of the data subject.
We reserve the right to update this Privacy Notice from time to time. Updates to this Privacy Notice will be published on our website. To ensure you are aware of when we make changes to this Privacy Notice, we will amend the revision date at the bottom of this page. Changes apply as soon as they are published on our website. We therefore recommend that you visit this page regularly to find out about any updates that may have been made.
January 2025
Registered Office:
Locala Community Partnerships CIC
Eddercliffe Health Centre,
Bradford Road,
Liversedge,
WF15 6LP
Registered in England and Wales Company no. 07584906
© Locala Community Partnerships CIC