Thank you for choosing Innovation Advances Limited (trading as Orthopaedic Innovation), company number 10913803 with registered office address 16 Fouracres Walk, Hemel Hempstead, Hertfordshire, HP3 9LB (Innovation Advances, we, us, our) for your healthcare needs. We are dedicated to coordinating a seamless experience for individuals seeking surgery and related services.
1.1. These Patient Terms and Conditions (‘Terms’) govern the provision of our services, and contain important terms to explain how the related offerings are provided to you the Patient (‘You’). Please read them carefully in full. If You have any questions or concerns about these Terms, our services or Innovation Advances Limited in general, please contact our customer support team on [email protected].
1.2. By agreeing to move forward with Innovation Advances Limited You are accepting these Terms. This is forming a legally binding agreement between You and Innovation Advances Limited. Please also review our Privacy Policy to understand how we collect, use, and protect your personal information.
1.3. There will be further consent forms for You to complete relating to your treatment.
1.4. These Terms, in conjunction with the Risks and Benefits letter, Treatment Package confirmation, consent documentation, and our Privacy Policy, represent the complete and exclusive agreement between You and Innovation Advances Limited. These provisions supersede and replace all previous discussions, representations, or communications between the parties regarding the services.
2.1. 2.1. Innovation Advances Limited provides access to surgery and related services by coordinating the provision of services by:
2.2. 2.2. These third party service providers are independent medical practitioners/providers, and they are each responsible for their own services. They are not employed by Innovation Advances Limited. We are not responsible for the acts or omissions of those third party service providers. The following paragraphs explain what each service provider is responsible for.
3.1. Treatment Packages available are displayed on our website: www.orthopaedicinnovation.co.uk.
The ‘Full Service Package’ includes the ‘Initial Consultation’ and the subsequent ‘Treatment Package’.
The process to access the services is as follows:
3.2. We are only liable for the Innovation Advances Limited Services. We will perform the Innovation Advances Limited Services with reasonable care and skill. If we fail to do so, You may have a claim against us for breach of contract or negligence for any loss You suffer.
4.1. The Surgeons will be responsible for:
The above services are the ‘Surgeon Services’. Innovation Advances Limited operates exclusively as a care coordination and administrative services provider and does not provide medical treatment itself. Consequently, the contract for your medical treatment is formed directly between You and the Surgeon. This is included in the Full Service Package Fee.
4.2. Your Surgeon is solely responsible for the Surgeon Services. If the Surgeon is negligent in performing the Surgeon Services, You may have a claim against the Surgeon for any loss You suffer.
5.1. The Anaesthetist will be responsible for:
5.2. The above services are the “Anaesthetist Services’. Innovation Advances Limited operates exclusively as a care coordination and administrative services provider and does not provide medical treatment itself. Consequently, the contract for your medical treatment is formed directly between You and the Anaesthetist. This cost is included in the Full Service Package Fee.
5.3. The Anaesthetist is solely responsible for the Anaesthetist Services. If the Anaesthetist is negligent in performing the Anaesthetist Services, You may have a claim against the Anaesthetist for any loss You suffer.
6.1. The Hospital will be responsible for:
6.2. The above services are the ‘Hospital Services’. We either act as an agent of the Hospital to take payment of the fee for the Hospital Services, or the Hospital will take the fee for the Hospital Services from You directly. This will depend on the service provided. You will be informed which of these services, if any, are included in your Treatment Package. Innovation Advances Limited operates exclusively as a care coordination and administrative services provider and does not provide medical treatment itself. Consequently, the contract for your medical treatment is formed directly between You and the Hospital.
6.3. The Hospital may require You to agree to their own Terms of service relating to the Hospital Services (‘Hospital Terms’), and You will not be able to receive the Treatment Package unless You agree to the Hospital Terms.
6.4. The Hospital is solely responsible for the Hospital Services. If the Hospital is negligent in performing the Hospital Services or breaches the Terms of their contract with You, You may have a claim against the Hospital for any loss You suffer.
7.1. You acknowledge and agree that:
8.1. You must:
8.2. Innovation Advances Limited does not have any liability to you which arises from a failure by you to comply with these obligations. You will be responsible for any additional charges which arise from your failure to comply with these obligations. Failure to comply with these obligations could put your health at risk and your treatment may be cancelled.
8.3. We expressly reserve the right to decline surgery, terminate services, cancel treatment or refuse future bookings if there is any evidence of abusive behaviour, unsafe conduct (such as harassment or threatening staff, intoxication or violence), non-compliance, non-payment or undisclosed medical issues.
9.1. The Initial Consultation fee is due 7 (seven) days before the Initial Consultation. The Initial Consultation will not be provided until the Initial Consultation Fee has been paid. If not paid in advance of the Initial Consultation appointment, the Initial Consultation will be postponed to the next appointment slot or cancelled.
9.2 The fee for any subsequent consultations (which are outside the scope of the Full Service Package) will not exceed £375.
9.3. The Treatment Package Fee for the remainder of the Full Service Package (excluding the Initial Consultation and in some cases the follow-up consultations) will depend on your medical circumstances, based on the Initial Consultation. The Treatment Package Fee will be notified to you in writing after the Initial Consultation and is due 14 (fourteen) days before the scheduled surgery. We will explain to you how it is calculated.
9.4. The remainder of the Full Service Package will not be provided until the Treatment Package Fee has been paid. If not paid 14 (fourteen) days in advance of the surgery, the surgery will be postponed to the next appointment slot or cancelled.
9.5. Together, the Initial Consultation Fee and the Treatment Package Fee cover the Full Service Package Fee which includes the Innovation Advances Limited Services, the Surgeon Services and the Anaesthetist Services. The Hospital Services included in the Full Service Package Fee will depend on the Full Service Package chosen. You will be informed which Hospital Services are included in your Full Service Package.
9.6. The Full Service Package Fee does not cover any services required which are outside the scope of the Full Service Package, including any services required on readmission. See Clause 15 for all services that are specifically excluded from the Full Service Package Fee.
10.1. We accept payment by debit cards and bank transfers. Details of accepted payment methods will be provided during the booking process.
11.1. A contract between You and Innovation Advances Limited is formed when we accept your booking of the Initial Consultation. Payment for the Initial Consultation is due 14 (fourteen) days before the Initial Consultation. You have the right to cancel your Initial Consultation within 14 (fourteen) days of booking of the Initial Consultation (‘Cooling Off Period’) and receive a full refund if the Initial Consultation has been paid at the date of cancellation.
11.2. If You book an Initial Consultation that is due to take place within the 14 (fourteen) day cancellation period (‘Short Booking’), You expressly request that we provide the Initial Consultation during that cancellation period. Payment of the Initial Consultation in these circumstances is due within 48 hours of the booking being confirmed.
11.3. By making a Short Booking, You acknowledge and agree that, once the Initial Consultation has been provided, your statutory right to cancel under the Consumer Contracts Regulations will be lost.
11.4. The Initial Consultation fee secures dedicated consultant time and clinic resources. If You cancel the Initial Consultation after the Cooling Off Period has ended (or if You have made a Short Booking (see Clause 11.3)), but:
11.5. A contract between You and Innovation Advances Limited for the Treatment Package is formed on the date of the Risks and Benefits letter, which represents the start of your ‘Cooling off period’. Payment for the Treatment Package is due 14 (fourteen) days before the surgery or an injection based procedure. You have the right to cancel your Treatment Package within 14 (fourteen) days of the date of the Risks and Benefits letter (‘Cooling Off Period’) and receive a full refund if the Treatment Package has been paid at the date of cancellation.
11.6 If You book a Treatment Package that is due to take place within the 14 (fourteen) day cancellation period (‘Short Booking’), You expressly request that we provide the Treatment Package during that cancellation period. Payment of the Treatment Package in these circumstances is due within 48 (forty eight) hours of the booking being confirmed.
11.7. If You cancel the Treatment Package after the Cooling Off Period has ended (or if You have made a Short Booking (see Clause 11.6)), but:
11.8. You must notify us by email to [email protected] of any cancellations.
11.9. Please note that insurance companies generally do not cover cancellation costs in their Terms and Conditions.
11.10. We encourage You to speak to our support team before cancelling, as we may be able to suggest solutions to address your concernsk to our support team before cancelling, as we may be able to suggest solutions to address your concerns.
12.1.If You miss a scheduled appointment, You will not be entitled to any refund. In these cases we reserve the right to charge You in addition for any rescheduled appointments.
12.2. If You need to reschedule an Initial or follow-up appointment or the surgical or injection based procedure, You must contact us by email to [email protected] at least 24 (twenty four) hours before the scheduled appointment or at least 4 (four) days before the surgical procedure.
13.1. We will make every effort to provide the services on the dates that we notify to You. However, we cannot promise this and there may be delays or changes outside of our control. We reserve the right to change the date or time of your treatment, in which case we will try to give as much notice to You as possible.
14. Cancellation by the Surgeon / Anaesthetist
14.1. Your surgical procedure may be cancelled or postponed if the Surgeon, Anaesthetist or Hospital considers that You are medically unfit to undergo the procedure or that a postponement is required for medical reasons. They will explain the reasons to You.
14.2. If the Surgeon, Anaesthetist or Hospital considers that a postponement is necessary, a new procedure date will be arranged without any additional charge to You.
14.3. If the Surgeon, Anaesthetist or Hospital considers that You are medically unfit to undergo the surgical procedure or injection based procedure and the procedure is cancelled, You will receive a refund of the Treatment Package Fee less any fees already incurred by Innovation Advances Limited, including but not limited to pre-assessment tests including x-rays and scans, multi-disciplinary meeting costs and pre-operative tests or items conducted or procured for You.
14.4. The surgical procedure may be cancelled due to your failure to disclose known medical conditions or history of medication use, or if You do not adhere to pre-operative instructions provided by the Surgeon, the Anaesthetist, the hospital or other clinicians. If so, You will not be entitled to any refund of the Full Service Package Fee.
15.1. You may need further treatment to address complications arising from the surgical procedure, such as infections or dislocations. This may arise during your time in hospital for the surgical procedure, or You may need to be readmitted post-discharge. If needed, we will liaise with the Surgeon, Anaesthetist and Hospital to arrange your readmission. These services are not included in the Treatment Package (see Clause 15.2).
15.2 The following services are not included in any of Innovation Advances Limited’s
Full Service Packages, including but not limited to:
15.2.A. During surgery, unexpected findings may arise which could not reasonably have been identified before the procedure despite appropriate investigations, scans, x-rays and clinical assessment. Such findings may require the use of additional implants, consumables, specialist equipment, procedures, investigations, extended operating time or additional treatment. Unless expressly included within your Treatment Package, You will remain responsible for all additional fees, charges and costs arising from such unexpected findings, including the costs of any additional implants, consumables, investigations, professional fees, hospital charges and post-operative treatment required as a result.
15.3. The Surgeon and/or Anaesthetist and/or Hospital will assess your condition and advise on the appropriate course of action.
15.4. You may be charged extra fees for any additional treatment required, where that treatment is outside of the scope of the Full Service Package. Such fees will be based on the Hospital, Surgeon and Anaesthetist’s standard fees, which will be notified to You. In emergency circumstances, it may not be possible to notify You of these fees before they are incurred.
15.5. Any further treatment or services performed by the Surgeon, the Anaesthetist or the Hospital will be the sole responsibility of the relevant provider.
16.1. You remain primarily and ultimately responsible for the payment of all fees, charges and expenses relating to the Services provided by Innovation Advances Limited, regardless of whether payment is to be made by a third party, including but not limited to a Private Medical Insurer, Employer, Embassy, Legal Representative, Family Member or any other person or organisation.
16.2. Where Innovation Advances Limited agrees to invoice a third party directly, or accepts a guarantee of payment, pre-authorisation, undertaking or other indication that a third party will pay some or all of the fees, this is provided as a convenience only and does not release You from responsibility for those fees.
16.3. If any third party fails, refuses, delays or otherwise does not make payment in full for any reason whatsoever, including where the third party subsequently determines that a treatment, procedure, consultation, investigation or other service is not covered, You, shall remain liable to Innovation Advances Limited for the outstanding balance and shall pay such amount upon demand.
16.4. You are responsible for verifying the extent of any insurance or third-party funding cover and for complying with any requirements imposed by the insurer or third-party payer. Innovation Advances Limited shall not be responsible for any shortfall, excess, co-payment, policy exclusion, benefit limitation or refusal of cover by any third party.
16.5. Innovation Advances Limited reserves the right to require payment in full from You at any time where a third-party payer withdraws, disputes, delays or refuses payment, or where Innovation Advances Limited reasonably believes that payment may not be received in full from that third-party payer.
16.6. Any sums not paid when due may accrue interest at a rate of 4% per annum above the Bank of England base rate from the due date until payment is received in full.raud or fraudulent misrepresentation; for breach of your legal rights in relation to the Service Package (including the right to receive services which are as described and supplied with reasonable skill and care). Nothing in these Terms affects your legal rights.
17.1. Innovation Advances Limited recognises the confidential nature of all patient information and is committed to protecting patient privacy in accordance with applicable data protection and healthcare confidentiality laws.
17.2. Except where required or permitted by law, Innovation Advances Limited will not use, publish, disclose or otherwise make available any patient-identifiable information, testimonial, review, photograph, video recording, audio recording, case study, medical image or other personal content for marketing, promotional, educational, training, research, public relations, social media, website or other non-clinical purposes without the patient’s prior explicit consent.
17.3. Any consent provided by a patient for such use shall be voluntary and may be limited in scope as specified within the consent documentation. A patient’s decision to withhold or withdraw consent will not affect the provision of healthcare services or the patient’s relationship with Innovation Advances Limited.
17.4. Where consent is obtained, Innovation Advances Limited may use the approved materials only for the purposes described in the relevant consent form and in accordance with applicable data protection legislation.
17.5. Nothing in these Terms authorises Innovation Advances Limited to use patient-identifiable information, testimonials, reviews, photographs, videos or other personal content without obtaining any consent required by law.
17.6. This clause does not restrict Innovation Advances Limited from using anonymised or aggregated information where the patient cannot reasonably be identified, or from processing personal data where required or permitted by law, regulation, court order, professional obligation or legitimate clinical purpose.
18.1. You acknowledge that the provision of healthcare services often requires the sharing of personal information, including special category health data, between healthcare professionals and organisations involved in your care. You authorise Innovation Advances Limited to collect, use, store and share your personal information and medical information where reasonably necessary for the purposes of arranging, coordinating, administering or facilitating the Services, complying with legal or regulatory obligations, protecting your vital interests, or otherwise as permitted by applicable law.
18.2. You authorise Innovation Advances Limited to share relevant information with healthcare professionals and organisations involved in your care, including Surgeons, Anaesthetists, Hospitals, Clinics, Physiotherapists, Rehabilitation Providers, Radiology providers, Pathology laboratories, your GP and other healthcare professionals involved in diagnosis, treatment or aftercare.
18.3. Where your treatment is funded or administered by a Private Medical Insurer, Employer, Embassy, Legal representative or other third-party payer, Innovation Advances Limited may share information reasonably necessary for billing, funding approval, claims processing, treatment authorisation and payment collection purposes.
18.4. Innovation Advances Limited may also disclose information where required by law, court order, regulatory requirement, professional obligation or where necessary to protect the health, safety or vital interests of You or others.
18.5. Further information regarding the processing of personal data is contained in our Privacy Policy available at www.orthopaedicinnovation.co.uk.
19.1 To protect patient confidentiality, staff privacy and the safe delivery of healthcare services, patients and visitors must not make covert audio recordings, video recordings, photographs or livestreams of consultations, telephone calls, staff members, contractors, facilities or other patients. Audio recordings, video recordings or photographs may only be made with the prior knowledge and consent of all individuals being recorded and, where applicable, the consent of Innovation Advances Limited and the relevant healthcare provider.
19.2. Any authorised recording or photography must not interfere with the provision of healthcare services, compromise patient confidentiality, create a safety risk or infringe the rights of any other person.
19.3. Innovation Advances Limited reserves the right to require recording, filming or photography to cease immediately where it reasonably believes that continued recording may compromise privacy, confidentiality, safety, security or the effective provision of healthcare services.
19.4. Nothing in this clause limits any legal rights that a patient may have under applicable law.
20.1. Innovation Advances Limited shall not be liable for any delay, cancellation, interruption, rescheduling, reduction in service availability or failure to perform any obligation where such delay or failure results from circumstances beyond its reasonable control.
20.2. Such circumstances may include, without limitation, acts of God, pandemic, epidemic, public health emergency, governmental action, changes in law or regulation, war, terrorism, civil unrest, industrial action, strikes, lockouts, shortages of labour, clinician illness or incapacity, hospital or theatre closures, equipment malfunction or failure, operating theatre equipment failure, shortages of medicines, implants or medical supplies, interruption of utilities, power failures, telecommunications failures, transport disruption, cyber security incidents, ransomware attacks, information technology failures, data centre outages or the failure of third-party suppliers or service providers.
20.3. Where a Force Majeure event occurs, Innovation Advances Limited shall use reasonable endeavours to minimise disruption and, where reasonably practicable, arrange an alternative appointment date, treatment date or service provision.
20.4. The occurrence of a Force Majeure event shall not entitle You to compensation for losses arising solely from delay, postponement, cancellation or interruption caused by such event, except where otherwise required by law.
21.1. We are not responsible for losses which:
a) are caused by an event outside our reasonable control, provided we have taken reasonable steps to prevent such events and minimise any resulting loss;
b) could have been avoided by You taking reasonable action or following reasonable instructions provided by us or by your treating healthcare professionals;
c) arise from your business, trade, profession or employment, including loss of profit, loss of revenue, loss of business, loss of opportunity, business interruption or loss of goodwill.
21.2. Subject to Clause 21.6, we shall not be liable for any indirect, consequential, special or incidental loss or damage, including any loss which was not reasonably foreseeable at the time the contract was entered into.
21.3. Innovation Advances Limited coordinates and arranges healthcare services provided by independent Surgeons, Anaesthetists, and Hospitals, Clinics, Imaging providers, Laboratories, Physiotherapists and other third-party healthcare providers. To the extent permitted by law, we are not responsible for the acts, omissions, clinical decisions, treatment provided, delays, cancellations, failures, insolvency or service deficiencies of any independent third-party provider.
21.4. Medicine and surgery are not exact sciences. While all healthcare professionals aim to achieve the best possible outcome, no guarantee, warranty or representation is given regarding the success of any treatment, procedure, surgery, injection, investigation, recovery period, clinical outcome or improvement in symptoms. Any information provided regarding anticipated outcomes, recovery times or success rates is intended as guidance only and should not be interpreted as a guarantee.
21.5. Subject to Clause 21.6, our total aggregate liability arising from non-clinical services provided directly by Innovation Advances Limited, including administrative, booking and coordination services, shall not exceed the greater of:
(a) £5,000; or
(b) 200% of the fees paid directly to Innovation Advances Limited in respect of the relevant Services.
21.6. Nothing in these Terms excludes or limits liability where it would be unlawful to do so. This includes liability for:
(a) death or personal injury caused by negligence;
(b) fraud or fraudulent misrepresentation;
(c) breach of your statutory rights under consumer protection legislation;
(d) any failure to provide services with reasonable care and skill where liability cannot lawfully be excluded or restricted; or
(e) any other liability which cannot be excluded or limited by law.
21.7. Any recovery, debt collection or legal costs incurred in recovering overdue amounts shall be payable by You. You agree to indemnify Innovation Advances Limited for reasonable debt recovery costs permitted by law, including court fees, enforcement costs and reasonable third-party debt collection costs.
22.1. Conflict: If there is any conflict between these Terms, our marketing materials and any forms You are provided with (such as the booking form), these Terms will take priority.
22.2. Your property: Innovation Advances Limited is not responsible for any personal property You bring to medical facilities. You are advised to leave valuables at home, and keep your belongings secure during consultations and procedures.
22.3. International patients: If You are an international patient, additional considerations may apply, including visa requirements, travel arrangements and insurance. Innovation Advances Limited does not provide advice or guidance on this. Please visit www.gov.uk.
22.4. Transferring rights: You may not transfer your rights under these Terms. We may transfer our rights under these Terms so that a different organisation is responsible for performing our obligations. We will notify You of this in writing if it happens, and your rights and obligations under the contract will not be affected.
22.5. Third party rights: These Terms create a contract between You and us only. Nobody else can enforce or rely on any of these Terms.
22.6. Invalid provisions: If a court or other authority decides that some of these
Terms are unlawful, the rest will continue to apply.
22.7. Changes to these Terms: We may update these Terms from time to time. Changes to the Terms will not apply to any services which have already started before the Terms are changed, unless such changes are made to ensure compliance with applicable laws.
22.8. Governing law: These Terms are governed by English law and wherever You live You can bring claims against us in the English courts. If You live in Wales, Scotland or Northern Ireland, You can also bring claims against us in the country You live in. We can claim against You in the courts of the country You live in.
23.1. Innovation Advances Limited is committed to providing a high standard of service. If You are dissatisfied with any aspect of the Services we provide, we encourage You to raise your concerns as soon as possible so that we may investigate and seek to resolve the matter promptly.
23.2. Complaints should be submitted in writing by email to [email protected] or by post to our registered office address. Please provide sufficient detail to enable us to investigate your concerns.
23.3. We will acknowledge receipt of your complaint within 5 (five) working days of receipt.
23.4. We aim to investigate and provide a substantive written response within 20 (twenty) working days. Where an investigation is particularly complex or requires information from third parties, we will keep You informed of progress and provide an estimated timeframe for our final response.
23.5. If You are dissatisfied with our initial response, You may request that your complaint be escalated for review by a senior member of management or a director of Innovation Advances Limited. We will provide a written outcome of that review as soon as reasonably practicable.
23.6. Where your complaint relates to the professional conduct, clinical treatment or clinical decision-making of a healthcare professional, You may also have the right to raise concerns directly with the relevant professional regulator, including the General Medical Council, Nursing and Midwifery Council, Health and Care Professions Council or other applicable regulatory body.
23.7. Nothing in these Terms affects your legal rights, including your right to seek independent legal advice or pursue any remedy available to You under applicable law.
