Terms of service

These terms govern the Omniya Concierge visiting doctor service, for which Omniya Clinic and Basuto Medical Centre are the registered providers. Correspondence about the service can be sent to 3a Montpelier Street, Knightsbridge, London SW7 1EX.

What the service covers

This is private medical care: doctor visits to hotels and residences, video and telephone consultations, in-clinic appointments, prescriptions, diagnostics and IV therapy. All of it is provided by GMC-registered doctors. It is not an emergency service; in a medical emergency, call 999.

Bookings and fees

Our fees are listed at omniyaconcierge.com/pricing, and they are confirmed with you when you book a visit or consultation. Medication, laboratory fees and infusions are charged on top of those fees. They are quoted before you commit to them and itemised on your invoice.

Cancellation

When booking a visiting doctor, you will be provided with an estimated time of arrival (ETA). A doctor’s visit may be cancelled no less than one hour prior to the stated ETA, after that time the visit fee is payable in full. Similarly if the doctor is en-route at the time of cancellation the visit fee will be fully charged.

Payment

Payment is due at the time of care and is taken by card. Where a billing arrangement exists with your hotel, charges may instead be made to the room or to a hotel account. We provide an itemised invoice and receipt for every visit and consultation.

Clinical scope and referral

What can be treated at a visit, or by video, is a matter of the doctor’s clinical judgement. If you need hospital care, imaging or a specialist opinion, we will tell you and arrange the referral. We may also decline or end a consultation where care cannot safely be provided in the setting you have asked for.

Liability

Our doctors carry professional indemnity for the care they provide. Nothing in these terms limits liability for death or personal injury caused by negligence, or any other liability that cannot lawfully be limited.

Complaints

Complaints are handled by Basuto Medical Centre, under our complaints procedure.

Governing law

These terms are governed by the law of England and Wales.