Duality Healthcare – Service Users’ Guide

Private GP & Specialist Healthcare Services

Welcome

Welcome to Duality Healthcare. We are committed to providing high quality, safe and patient-centred private GP services through both in-person and virtual consultations.

This guide explains:

• The services we provide
• Terms and conditions
• Fees and payment arrangements
• Complaints procedures
• How to contact the Regulation and Quality Improvement Authority (RQIA)

Summary of the Statement of Purpose

Duality Healthcare provides private general medical services for adults and children through clinic-based and virtual consultations.

Our aims are to:

• Deliver safe, effective, accessible healthcare tailored to your needs in a professional and caring environment
• Provide timely access to GP appointments
• Maintain patient confidentiality
• Promote patient wellbeing
• Ensure services are accessible, compassionate and responsive

Services include:

• General Practice Consultations: Comprehensive primary care for acute and chronic conditions.
• Minor Surgery: Including skin lesion removal, joint injections, and other outpatient procedures.
• Weight Loss Services: Medically supervised weight management programmes tailored to individual needs.
• Women’s Health Clinics: Including contraception, menopause care, cervical screening, and fertility support.
• Ultrasound Diagnostics: On-site imaging for abdominal, pelvic, musculoskeletal, and vascular assessments.
• Audiology Services: Including ear wax removal, hearing assessments, and fitting of hearing aids.
• Prescriptions: Including repeat prescription service
• Referral services: Including private and NHS referrals
• Video and telephone consultations
• Full range of ADHD services in conjunction with ADHDNow

The service is not an emergency service. Patients requiring urgent medical assistance should contact emergency services or attend the nearest Emergency Department.

Locations: We are located in five physical sites in Northern Ireland:

• Newry
• Omagh
• Galgorm
• Belfast
• L’Derry/Derry

Plus we have a full virtual service that you can access through our website or through 4 Gordons Chemists’ in Rathcoole, Lisburn, Enniskillen and Kilkeel.

Accessing Our Services

Appointments can be booked by:

• Telephone
• Email enquiry
• Online via our website

Locations:

• Newry: 6-8 Savages Terrace, Newry BT35 6AT
• Omagh: 27 Campsie Rd, Omagh BT79 0AE
• Galgorm: Units 21&22, The Courtyard Galgorm Castle, The Courtyard Business Centre, Ballymena BT42 1HL
• Belfast: 19 Bedford Street Belfast BT2 7EJ
• L’derry/Derry: Gordons Chemists, Waterloo Place BT48 7BH

Opening Hours:

• Newry: Mon (9-9), Tues (9-9), Wed (9-9), Thurs (9-9), Fri (9-9), Sat (9-6), Sun (9-6)
• Omagh: Mon (9-5), Tues (9-5), Wed (9-5), Thurs (9-5), Fri (9-5), Sat (Closed), Sun (Closed)
• Galgorm: Mon (9-6), Tues (9-5), Wed (9-9), Thurs (9-6), Fri (9-6), Sat (9-1), Sun (Closed)
• Belfast: Mon – Friday 7-9 Saturday 9-1 Sunday Closed
• L’derry/Derry: Mon (9-5), Tues (9-5), Wed (9-5), Thurs (9-5), Fri (9-5) Sat (9-6)
• Virtual Service : available within these working hours

Standards of Care

We are committed to providing:

• Safe, effective, and person-centred care.
• Treatment delivered by fully qualified and registered professionals.
• A respectful, confidential, and supportive environment.
• Care in line with professional guidelines and RQIA standards.

Fees & Charges

Patients are responsible for payment of all consultation and treatment fees.

Fees include:

• Initial consultation fees
• Follow-up consultation fees
• Prescription charges(chargeable at the Pharmacy)
• Vaccination or treatment charges
• Bloodletting charges
• A current fee schedule is available on request and on our website.

Payment Methods

Payment may be made by:

• Debit card
• Credit card
• Bank transfer
• Online payment system
• Cash (in clinic only)
• Payment is generally required before or at the time services are provided.

Cancellation Policy

Patients should provide at least 24 HOURS notice for cancellations.

Late cancellations or non-attendance may incur a cancellation fee.

Virtual Consultation Conditions

Virtual consultations:

• Are conducted using secure systems
• May not be suitable for all medical conditions
• May require follow-up face-to-face assessment
• Depend on adequate internet or telephone connectivity

The clinician reserves the right to terminate or rearrange a consultation if patient safety cannot be assured remotely.

Confidentiality & Data Protection

We respect your right to privacy. All personal information is handled in line with:

• General Data Protection Regulation (GDPR)
• Data Protection Act 2018
• Your records will be kept securely and accessed only by staff directly involved in your care.

Service User Rights

As a service user, you have the right to:

• Be treated with dignity, respect, and compassion.
• Receive clear information about your treatment and options.
• Consent to or refuse treatment.
• Have your care delivered in a safe, clean, and appropriate environment.
• Raise concerns or complaints without fear of prejudice.

Standard Contract for Services

By booking and attending an appointment with Duality Healthcare, patients agree to the following:

1. The clinic will provide healthcare services delivered by appropriately qualified professionals.
2. Patients agree to provide accurate and complete medical information.
3. Fees for services must be paid in accordance with clinic payment policies.
4. The clinic may refuse treatment where:
   1. The service requested is clinically inappropriate
   2. There are safety concerns
   3. Payment arrangements are not met
   4. The patient behaves abusively or aggressively
5. The clinic will maintain confidentiality in accordance with legal and professional obligations.
6. Patient information may be shared with other healthcare providers where necessary for safe care and with patient consent unless otherwise required by law.
7. Virtual consultations are subject to technological limitations and may require conversion to an in-person consultation.
8. The clinic does not provide emergency medical treatment.

Complaints Procedure

We welcome feedback and take complaints seriously.

If you are unhappy with any aspect of our service, you can:

• Speak directly to a staff member and ask for a complaints leaflet.
• Contact the Practice Coordinator in writing, by email, or by phone.
• If you wish to make a formal complaint you can send it to [email protected]
• We aim to respond to all complaints within 20 working days and provide open and transparent feedback.

The clinic will:

• Acknowledge complaints promptly
• Investigate concerns fairly
• Respond within a reasonable timeframe
• Use feedback to improve services

Feedback

We encourage feedback from our patients to help us continually improve our services.
Compliment/Complaint forms are available at reception and online.

You can also leave a review at www.Doctify.com

Feedback is aimed at supporting and developing service improvement such as:

• Improved access to private GP appointments
• Availability of virtual consultations
• Flexible appointment scheduling

Contact Us

For appointments, information or feedback:

Duality Healthcare – Head Office
0330 094 6522
[email protected]
www.dualityhealthcare.com

Regulatory Compliance

Duality Healthcare is an independent healthcare provider whose virtual service is registered with and regulated by the RQIA to ensure the safety, quality, and effectiveness of our services.

If you wish you can raise a concern with the Regulation and Quality Improvement Authority (RQIA):

RQIA
James House
2-4 Cromac Avenue,
Gasworks,
Belfast
BT7 2JA

028 9536 1111
www.rqia.org.uk

Inspection Reports

The most recent RQIA inspection report is available:

• On request from the clinic
• On the RQIA website at: www.rqia.org.uk

Availability of This Guide

A copy of this Patient Guide is available:

• Electronically via email or website
• Please ask if you need information in another language or format or you require interpreting services.