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Terms & Conditions

Questions & Answers

By using this website, you acknowledge and agree to these terms and conditions. If you do not agree to them, you should not use this website.

Reginova Medical is a private healthcare provider that charges fees for all services. Patients will be advised in advance of any costs associated with treatment, consultations, and additional expenses at Reginova Medical.

For consultations with a medical clinician, full payment of the clinician’s fees is required in advance. The consultation may be declined if full payment is not received.

Additional investigations or treatments will incur extra charges, which will be communicated to you in advance. If you choose not to proceed with an investigation recommended by our clinician, you agree to release Reginova Medical and the clinician from any liability.

The clinician overseeing your care operates as independent practitioners. Reginova Medical will not be held responsible for any actions or omissions of a clinician. Each doctor is solely accountable for the care they provide to you.

We will not disclose your information to any third party without your consent. Exceptions may apply where a patient is considered a risk to themselves or others, or where disclosure is required by law, including court orders.

Our staff are entitled to a workplace free from violent, threatening, or abusive conduct. Under no circumstances will any form of such behaviour be tolerated.

In the event of a lost prescription, a duplicate may be reissued by the clinician at an additional cost, subject to the clinician’s discretion.

Reginova Medical and the clinicians engaged through our services are not responsible for any inaccuracies in medication prescriptions resulting from incorrect information provided by you.

If you encounter any issues with our services, please contact us as soon as reasonably possible. You may request a leaflet outlining our complaints procedure from any member of staff.

Reginova Medical allows you to cancel your appointment up to 48 hours before the scheduled time and receive a full refund of your deposit.

Patients have the right to access their health records in accordance with the provisions of the Data Protection Act 2018.

We reserve the right to deny access to our services in cases of violent, threatening, or abusive behaviour, or if you are unwilling to make required payments, or if you require emergency or specialised treatment beyond our capacity to provide.

Data Privacy Policy

When Reginova Medical processes your personal data, it is required to comply with the Data Protection Act 2018 (“DPA”) and the UK GDPR (together referred to as the “Data Protection Legislation”).

Your personal data includes all information we hold that identifies you or relates to you, such as your name, email address, postal address, and date of birth. It may also include opinions we record about you, as well as special categories of data, including but not limited to medical and health records, and information relating to your ethnic origin, race, and sexual orientation.

Any activity involving your personal data is considered processing. This includes collecting, storing, updating, transferring, and deleting your information. We are therefore required to comply with Data Protection Legislation to ensure your data is properly protected and used appropriately.

This privacy policy explains what personal data we process, why we process it, and how we handle it.

Reginova Medical is the data controller of the personal data you provide. We have appointed MSC Dessislava Tcholakova as our Data Protection Lead, who is responsible for ensuring day-to-day compliance with Data Protection Legislation and for handling any requests from individuals exercising their rights under that legislation.

We process your personal data to provide the services you have requested, to fulfil any contract we have entered into with you and/or to receive services from you. We may also process your personal data to respond to your queries or comments and to communicate with you on a day-to-day basis.

We may require certain personal data from you in order to deliver our services, meet our legal obligations, enter into a contract with you, and provide you with the necessary information. If you do not provide this data, we may be unable to fulfil our obligations to you.

The personal data we may process about patients (depending on the information you provide) includes:

  • Identity data such as your first name, middle names, last name, marital status, title, date of birth, and gender
  • Contact data such as your address, email address, and telephone numbers
  • Financial data including your bank account and payment card details
  • Special categories of data including information about your medical history and health, as well as diversity and equality information such as your race and ethnicity

following: We only transfer your personal information when necessary and with your consent. The recipients of your personal information include:

  • Trusts of the NHS
  • Independent contractors, including chemists, dentists and optometrists
  • Other Providers in the Private Sector
  • Trusts for Ambulances
  • Services for Social Care
  • Local Government
  • Services for Education
  • Rescue and Fire Services
  • Police
  • Additional “data processors”

You can raise your concerns to the supervisory authority in your country if you believe we have handled your personal data illegally or in violation of UK GDPR. The supervisory authority in the UK is the Information Commissioner’s Office (“ICO”). You can contact the ICO via phone at 0303 123 1113 or through various channels listed on the ICO website: ICO-concerns.

In accordance with our data retention policy, Reginova Medical will save your personal information for six years in case a contract claim comes up. Your data will always be kept safe. Your files and the personal information covered by the retention term will be irreversibly erased or destroyed when the applicable retention period has ended.

Patients who have privacy concerns should email the clinic at info@reginovamedical.co.uk

Regarding the personal information we have about you, you have certain rights. Depending on the reasons we process your data, you may have the rights listed below. The Information Commissioner’s Office website, ICO, has more details. These rights are applicable while your data is being processed.

  • Access to your data: You have the right to request access to or copies of your personal data, as well as to ask us to verify that we process it. Additionally, you can request a variety of information from us, much of which is consistent with the data outlined in this data privacy policy.Unless your request is obviously unreasonable, exorbitant, or recurrent, in which case we are allowed to impose a reasonable fee, we shall disclose the information at no cost to you. If you ask for several copies of the same material, we might additionally charge you. We will respond to your request for information as quickly as we can, and in any case, within a month. We will notify you if additional information is required to fulfil your request.
  • Data correction: You can request that we correct any inaccurate or incomplete personal information we may have on you. Unless we don’t think it’s acceptable, in which case we will inform you, we will fulfil your request within a month of receiving it. If we require more time to fulfil your request, we will also notify you.

Making a decision entirely through automated processes without the assistance of a human is known as automated decision-making. This might include, for instance, an online credit reference check that uses the data you enter to make a decision without consulting a human. Additionally, it would involve the installation of an automated clocking-in system that, without any input from HR, would automatically issue a warning if an individual is late more than a predetermined number of times. We don’t use your personal information to make any automatic decisions.

If you have any questions or would like more information about the ways in which we process your data, please contact us at +44 7863 181815 or email info@reginovamedical.co.uk

Our Complaints Polices & Procedures

Please find and review reginova's complaints & procedures policies below

Patient feedback is extremely important to us, as it helps ensure our services continue to meet people’s needs. If you are dissatisfied with any aspect of our service, we encourage you to let us know. Should a complaint raise concerns about possible abuse or neglect, we will report this to the appropriate Adult Safeguarding Team at the local authority. They will determine how the matter is investigated and how outcomes are monitored.

Many people feel more comfortable offering suggestions for improvement rather than making a formal complaint. Suggestions can be made by anyone using our services, as well as their friends or family members.

You can share your suggestions by:

• Speaking directly to the Manager or Deputy Manager

• Using the available comments or suggestion boxes, if you prefer to provide feedback in this way

If your suggestion requires further consideration, we encourage you to contact the clinic directly. You can do so by emailing info@reginovamedical.co.uk

or calling +44 7863 181815.

We aim to handle complaints promptly, effectively, and in a fair and transparent manner. All complaints are taken seriously, and the information gathered during investigations is used to help improve the services we provide.

Complaints are treated with confidentiality at all times. We reassure patients and their families that raising a complaint in good faith will not result in any withdrawal or reduction of services.

Anyone affected by the way Reginova Medical provides services has the right to make a complaint. A representative may also make a complaint on behalf of the individual if they:

• Are unable to make the complaint themselves

• Have given consent for the representative to act on their behalf

• Have passed away

If you do not feel comfortable making a complaint yourself and do not have someone who can support you in raising your concerns, Reginova Medical can help arrange for an independent advocate to assist you.

You can complain:

  • By telephone – +44 7863 181815
  • By email – info@reginovamedical.co.uk
  • Through a member of our staff
  • Through an advocate or representative

Anonymous complaints are handled in accordance with the same procedure. However, if you choose to provide your contact details, we will be able to keep you informed of the outcome of our investigation.

MSc Dessislava Tcholakova has overall responsibility for managing and responding to all complaints relating to the service provided by Reginova Medical

We will, as far as reasonably practicable, provide:

• Support to help you understand the complaints procedure

• Guidance on where you can access additional help or advice

• Information on how to make a complaint in a way that is clear and easy to understand

MSc Dessislava Tcholakova – Dessislava may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complainant.

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you. When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

  • Details of the findings
  • Any action we have taken
  • Our proposals to resolve your complaint

We encourage you to raise a complaint as soon as possible after the event occurs or comes to your attention. If a complaint is made more than twelve months later, it may be more difficult for us to carry out a full and effective investigation.

However, we will take into account any valid reasons for the delay and consider whether it is still possible to investigate the complaint fairly and thoroughly.

Feedback from complaints is highly valued, as it supports continuous improvement in our clinic operations and patient care. The insights gained are used to make necessary changes and help prevent similar issues from occurring in the future.

To submit a complaint, patients can contact us via our dedicated complaints email address at info@reginovamedical.co.uk and someone from our team will reach out to you as soon as possible.