1. About us
These Terms of Service (“Terms”) apply to services provided by Centennial Urgent Care Ltd, a company registered in England and Wales (company number 17110961), with a registered office at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ. We trade as “Elstree Private Urgent Care” and operate from Centennial Park, Centennial Avenue, Elstree, Borehamwood, WD6 3FG.
You can contact us on 020 3327 7777 or at info@elstreeurgentcare.co.uk.
2. Our services
Elstree Private Urgent Care is a private urgent care clinic. We provide same-day and walk-in assessment, diagnostics, and treatment for non-life-threatening conditions in adults and children aged 1 year and over.
We are not an emergency service and are not a substitute for A&E or 999.For life-threatening emergencies — including severe chest pain, suspected stroke or heart attack, severe breathing difficulty, major trauma, heavy bleeding, loss of consciousness or collapse, severe allergic reactions, pregnancy complications, or any child under 1 year of age — you must call 999 or attend the nearest A&E department immediately. We also do not accept patients arriving by ambulance.
Services offered include urgent care consultations, on-site X-ray, blood tests, ECGs, wound care, fracture assessment, on-site pharmacy, and specialist referrals via Centennial Medical Care. Not every condition or test is appropriate for urgent care — our clinicians will refer you to a more suitable service where needed.
3. Fees
Our standard consultation fees are:
- Adult consultation: £110
- Child consultation (aged 1–15): £95
Additional charges apply for on-site diagnostics (e.g. X-ray, blood tests, ECG), prescriptions, dressings, procedures, and any specialist referrals you choose to pursue. You will be advised of any additional fees before they are incurred wherever practical.
Payment is due at the time of consultation by credit or debit card. We will issue an itemised receipt suitable for private medical insurance claims. We do not guarantee that any particular insurer will reimburse our fees — you should check with your insurer in advance.
4. Bookings, cancellations and refunds
[CANCELLATION_POLICY_TBC] — default provisions below, subject to Grant’s confirmation:
- We ask for at least 24 hours’ notice to cancel or reschedule a pre-booked appointment.
- Cancellations made with 24 hours’ or more notice receive a full refund of any pre-paid fees.
- Cancellations with less than 24 hours’ notice, or no-shows, may be charged the full consultation fee.
- If we need to cancel or reschedule your appointment for clinical or operational reasons, we will offer you the next available slot or a full refund.
- Walk-in consultations are served on a first-come, first-served basis and are subject to clinician availability.
5. Your responsibilities
- Provide accurate and complete information about your medical history, medications, allergies, and current symptoms.
- Follow the clinical advice you are given, including taking medication as prescribed and attending follow-up appointments.
- Notify us promptly if your condition changes or worsens.
- Treat our staff and other patients with courtesy and respect.
- Inform us of any changes to your contact details.
6. Clinical standards and regulation
Our clinicians are registered with the General Medical Council (GMC), Nursing and Midwifery Council (NMC), or equivalent UK professional regulator, and are bound by their codes of conduct. The clinic is registered with the Care Quality Commission (CQC): registration number [CQC_REG_NUMBER_TBC].
7. Liability
Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence, (b) fraud or fraudulent misrepresentation, or (c) any other liability that cannot lawfully be limited or excluded under English law.
Subject to the above:
- Our total liability to you for any loss or damage arising out of or in connection with the services we provide will be limited to the total fees you have paid to us for the relevant episode of care.
- We will not be liable for any indirect, consequential, or special losses, loss of profit, loss of earnings, or loss of opportunity.
- We are not liable for failures caused by events outside our reasonable control (“force majeure”), including but not limited to industrial action, pandemic, utility failure, or government action.
We hold professional indemnity insurance as required by the CQC and by the clinicians’ respective professional bodies.
8. Complaints
If you are unhappy with any aspect of your care or service, please let us know as soon as possible so we can put things right.
- Informal: speak to a member of our clinic team at the time, or call us on 020 3327 7777.
- Formal complaint: write to our Complaints Manager at info@elstreeurgentcare.co.uk or to the clinic address. We will acknowledge your complaint within 3 working days and aim to provide a full written response within 20 working days.
- External routes: if you remain dissatisfied, you can contact:
- Care Quality Commission (CQC) — cqc.org.uk · 03000 616161
- Independent Sector Complaints Adjudication Service (ISCAS) — for independent review.
- General Medical Council (GMC) — for concerns about a doctor’s fitness to practise.
9. Privacy
Your personal and health data is handled in accordance with our Privacy Policy and UK GDPR.
10. Changes to these Terms
We may update these Terms from time to time. The current version and its last-updated date will always appear at the top of this page. Material changes will be highlighted on our website homepage.
11. Governing law
These Terms and any dispute arising out of or in connection with them are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.