Practice Office Policy

Welcome and Introduction

Welcome to Greenland Medical Ltd, your trusted clinic in Integrative Functional Medicine. This policy serves as a comprehensive guide to our practice's procedures and standards, ensuring we consistently deliver the highest quality of care.

Administrative Enquiries

Our Clinical Admin Team works on a part-time basis and operates remotely. While we aim to respond as swiftly as possible, we kindly request that you allow us 3-5 working days to answer administrative inquiries

Appointment Procedures

Booking: Appointments must be scheduled in advance and are subject to availability. Consultation fees are due at the time of booking. For real-time availability, call our reception at 020 8787 5750 between 08:00-19:00 from Monday to Friday and 08:30-17:30 on Saturdays. The typical waiting time is 2-3 weeks, although shorter notice slots may occasionally be available.

Punctuality: Please arrive on time for your appointment. We cannot extend your session if you arrive late.

Financial Policy

Payment Methods: We accept all major credit and debit cards, as well as bank transfers. Full payment is required at the time of booking for consultations, diagnostic tests, prescriptions, and supplements.  We do not provide credit facilities.

Private Medical Insurance: We are not affiliated with private medical insurance providers. Patients are responsible for settling all fees directly with us and may seek reimbursement from their insurance companies where applicable.

Refunds: Fees for appointments cancelled or missed with less than 48 hours' notice are non-refundable.

Cancellation Policy

For details on cancelling or rescheduling appointments, please refer to our separate Cancellation Policy

Data Protection and Confidentiality

Patient Records: All patient records are confidential and securely stored in compliance with GDPR and other relevant laws.

Data Sharing: We only share patient data with other healthcare providers or entities with explicit patient consent.

For more information, please see our separate GDPR Privacy Notice

Communication Guidelines

Preferred Method: Indicate your preferred communication method (email, phone, text) for appointment reminders and important updates.

Emergencies: In case of urgent medical issues, seek immediate emergency care and notify the clinic as soon as possible.

Clinical Advice: For sound medico-legal reasons, we can only provide limited clinical advice via email. For urgent medical concerns between appointments, consult your GP or another appropriate healthcare provider.

Prescriptions and Supplements: For repeat prescriptions or supplement orders, allow 10-14 days for processing and shipping.  Orders should be placed in writing, as we cannot take these by telephone

Clinic Venues

Weekday Appointments: Regal House, 70 London Road, TWICKENHAM, TW1 3QS. Take the lift to the 7th floor and wait in the Regus Reception area.

Sunday Appointments: The Maris Practice, 13 Baylis Mews, TWICKENHAM, TW1 3HQ. Ring the buzzer and wait in the Reception area.

Staff Conduct

Professionalism: Staff are expected to maintain a high level of professionalism and ethical conduct.

Confidentiality: All staff are bound by strict confidentiality agreements and are trained in data protection protocols.

Patient Responsibilities

Respect and Courtesy: Patients should treat all staff respectfully.

Treatment Compliance: Follow the medical advice and treatment plans provided.

Engagement: Remain engaged by attending follow-up appointments as directed. Lack of contact within six months will be considered as self-discharge from the clinic.