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Patient Guide

Information for patients Using IGP Services.

Our patient information provides details of who we are and what services we provide. It also provides links to other useful information such as our patient guide and privacy policy.

Call: 03456 252 252
enquiries@theigp.co.uk

Company Information

The Independent General Practice (IGP) is a company that provides online and in clinic private healthcare services to individuals, families & businesses.

Registered Company Name:
The Independent General Practice Ltd.

Company Registration Number:
5122019

Registered Company Address:
Radnor House,
Greenwood Close,
Cardiff Gate Business Park,
Cardiff.
CF23 8AA

Administration Address:
Oaktree House, Oaktree Court,
Mulberry Drive,
Cardiff Gate Business Park,
Cardiff.
CF23 8RS.


The Independent General Practice Ltd. is also the registered business name for the following branches and services:

How are IGP regulated?

All doctors in the UK must be registered with the GMC (General Medical Council), who ensure doctors are qualified to work as doctors in the UK and have the necessary training and education. All private clinics who provide medical appointments or treatments in England and Wales need to be registered with CQC (Care Quality Commission) or HIW (Health Inspectorate Wales).

Appointment Information

When Can I have an appointment?

Administration hours are between 08:30 am and 17:00 pm Monday to Friday. Working hours from 09:00 am to 17:00 pm on a daily basis with early morning, evening and weekend consultations available only by mutual agreement. Emergency services are not routinely supplied by the Independent General Practice. Under no circumstances should urgent messages be left on the answerphone.

Payment Options

You do not need to be registered with us to be seen by our doctors. Patients that have not registered will be required to make a payment at the time of booking by credit/debit card. If you are insured, you will need to check with your insurers to see whether or not it includes GP consultations. However, we will require payment at the time of booking, but will then provide you with a receipt or invoice which will allow you to claim the cost back if your policy allows. Companies will be invoiced separately and is expected within two weeks of the date of invoice release. Whilst VAT is exempt from most medical treatments for individual patients, companies may be required to pay VAT on services if the company is paying for that service.

When are test results delivered?

Most results are received within 24-48 hours, although some can take up to 2 weeks or even longer for more specialised testing. We advise patients that samples may be delayed due to delivery times and transportation issues. The patient will be informed if the result is normal or abnormal, but we will usually only contact a patient with test results if we have consent to do so. A copy of all the test results can be emailed or posted in accordance with patient wishes.

Cancellations

Appointments cancelled in excess of 24 hours of the appointment time, will be refunded in full. If an appointment is cancelled within 24 hours of the appointment time, unfortunately we will not be able to provide a refund.

Registration - My IGP

Registered patients are able to spread the cost of the appointment across the year and enjoy reduced fees for consultations and treatments.

Register With IGP

Repeat Prescription

We can issue a private prescription and repeat prescription if a medication is clinically indicated. These do not qualify for the NHS fixed charge (or free) prescriptions. It is our usual policy not to prescribe schedule 1 or 2 controlled drugs. Occasionally, where there is a clear clinical indication, we prescribe schedule 3 controlled drugs. This is possible only after consent for prior discussion/information sharing with NHS services and/or local pharmacies, as well as relevant law enforcement bodies.

Prescriptions

Feedback

If you would like to read our reviews or leave feedback on your experience of using our services you can submit it via our reviews page or online anonymous feedback form.

Feedback

Formal Complaints Procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 7 working days of receipt. You should get a response and an explanation within 20 working days.

Our contact details can be found on the Contact Us part of the IGP Website.

Stage 2

If you are not satisfied with the initial response to the complaint, you can write to IGP's Practice Manager and ask for your complaint and the response to be reviewed. You can expect the Practice Manager to acknowledge your request within 7 working days of receipt and a response within 20 workings days.

IGP's aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage

If you are not satisfied with the subsequent reply from IGP's Practice Manager, then you have the option to seek independent adjudication from the Independent Sector Complaints Adjudication Service (ISCAS).

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:

Independent Sector Complaints Adjudication Service
Centre Point
103 New Oxford Street
London
WC1A 1DU

This written request for adjudication must be made within twenty-five days of the final determination by IGP 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 from IGP that Stage 2 has been completed.

The ISCAS Secretariat will notify the IGP 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 IGP relevant to the complaint and a report will be made to the complainant and the IGP.

Additional information for patients about ISCAS can be found at:

https://iscas.cedr.com/patients/complaints-process/

The Healthcare Inspectorate Wales

Some healthcare services are required to be registered by the Healthcare Inspectorate Wales (HIW) which regulates Health and Adult Social Care Services in Wales. The HIW does not investigate complaints but considers relevant information about practice providing regulated activities within the terms of the legislation. They can be contacted at:

Healthcare Inspectorate Wales
Government Buildings
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ

Relevant websites:

The Independent General Practice: www.theigp.co.uk

Independent Sector Complaints Adjudication Service: www.iscas.cedr.com

Health Inspectorate Wales: www.hiw.org.uk

Privacy Policy

Managing your information

The Independent General Practice (IGP) is committed to protecting the privacy and security of personal data and we want you to feel assured about any information that you provide. This privacy policy notice explains how IGP uses information that we collect about you and your rights in relation to processing that information.

It is important that you read this notice, together with any other documents we may provide when we are collecting or processing personal information about you, so that you are aware of how and why we are using such information.

Privacy Policy

Patient Documents

For downloadable versions of our patient guide or statement of purpose, please click on the links below:

Wellbeing Guidance

IGP believe that prevention is better than cure and it is always better to try and avoid potential health issues by taking action as they become apparent or or ideally before they become a problem.

you can find links to useful information relating to various health problems on our Wellbeing Guidance page.

Wellbeing Guidance
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