Booking and Payment Policy
Ad-hoc (pre-paid) clients
(Please contact us if you require a deferred payment agreement for regular appointments.)
Ver 2.0 22 November 2024
1. Definitions
1.1. “Workable Occupational Health Ltd”, “WOH”, “we”, “us”, or “our” refers to the occupational health service provider operating under this name.
1.2. “Client” refers to any individual, organisation, or employer booking or receiving services from Workable Occupational Health.
1.3. “Appointment” refers to any scheduled consultation, assessment, or service provided by Workable Occupational Health, whether face-to-face or virtual.
1.4. “Occupational Health Services” refers to advisory and support services that help to maintain and promote employees’ health and wellbeing, as outlined on our website: www.workableoh.uk.
1.5. “Medical information” means personal data relating to an individual’s physical or mental health, including the provision of health care services, which reveal information about their health status.
2. Booking
2.1. All bookings made through the clinic portal or over the phone/email are subject to availability.
2.2. For ad-hoc clients, booking is confirmed by us via e-mail once the payment is cleared.
2.3. Deferred payment arrangements and separate Booking and Payment Policy are available for recurring customers based on service agreements.
2.4 On-site payment can be agreed upon in special circumstances.
3. Payment
3.1. We accept the following payment methods:
3.1.1. Online payments through our secure portal www.workableoh.uk/dpayment. We accept most credit cards.
3.1.2. Bank transfers to Workable OH Ltd. Please contact us for details.
3.1.2.1 For ad-hoc clients the payment must clear our account before the appointment date.
4. Late Attendance
4.1. Under this Booking and Payment Policy failure to attend a scheduled appointment without prior notice constitutes a no-show. This shall result in the forfeiture of the full appointment fee with no refund option.
4.2. Clients who do not arrive (or answer the call) 15 minutes after the appointment booking date will be considered a no-show and will incur the full appointment fee.
4.3 For remote appointments, we will attempt to contact the client three times within 15 minutes of the scheduled appointment time. If we cannot reach the client after these attempts, the appointment will be considered a no-show and incur the full appointment fee.
4.4. We provide detailed contact information at the time of the booking and on our website. Technical issues on the client’s side resulting in missed appointments shall be treated as no-shows.
5. Unforeseen circumstances
5.1. In the rare event of unforeseen circumstances affecting our service, we may need to reschedule the appointment at no extra cost to the client.
5.2. We will inform you as soon as possible and offer alternative arrangements. If rescheduling causes significant inconvenience, we will discuss suitable compensation under this Booking and Payment Policy.
6. Cancellations and Refunds
6.1. Cancellation notice periods and associated refunds:
6.1.1. Cancellation with more than 4-day notice: full refund
6.1.2. Cancellation less than 4-day notice: no refund
6.2. Eligible refunds shall be processed to the original payment method within 28 days from the date of cancellation (banking system restriction), minus a 10% administration fee to cover bank processing fees.
7. Data Protection and Confidentiality
7.1. Workable Occupational Health is a registered data processor under the UK General Data Protection Regulation (UK GDPR)
7.2. We shall process all personal data, including Medical Information, in accordance with the UK GDPR and Data Protection Act 2018 (DPA 2018).
7.3. We will only process Medical Information where there is a lawful basis to do so, such as for the purposes of occupational medicine, for the assessment of the employee’s workability and provision of OH advice subject to informed consent.
7.4. All Medical Information will be treated as confidential and will only be disclosed in accordance with the applicable confidentiality and data protection laws, subject to informed consent.
7.5. Employees can access their personal data, including Medical Information, and ask for data correction and removal. Access requests will be handled in accordance with the right of access under data protection and occupational health-related legislation.
7.6. We maintain appropriate measures to ensure the security of Medical Information, protecting it against unauthorised or unlawful processing and against accidental loss, destruction or damage. However, in the event of a data breach involving Medical Information, we will notify the relevant supervisory authority and affected individuals in accordance with our obligations under data protection laws.
8. Complaints and feedback
8.1. Any compliments, concerns or complaints regarding your experience with the clinic will be processed in accordance with our Complaints Policy. We value your feedback and aim to address any issues promptly.
9. Terms
9.1. By booking an appointment through the portal, you agree to these terms and conditions. Workable OH reserves the right to amend these terms from time to time, and any changes will apply to new bookings.
9.2. For more detailed information on confidentiality, data protection, and the complaints process, please refer to the relevant policies.
Workable OH Ltd
1.12.2024
