Terms and Conditions

• Telephone & Video Doctor consultation service
• 24/7 telephone based service
• Reduced hours video service 7 days a week
• Available to all paying Aqord Wellness subscribers and their adult household
• Optional paid for prescription service for UK users

• You may still need to see an NHS GP or your usual Family Doctor back at home or a Doctor locally for further examination, prescriptions or referral to a specialist (if you are UK based)
• The service is not a replacement for your own NHS GP / Family Doctor
• You may still need to see your own NHS GP /Family Doctor or contact the emergency services if the doctor feels it is necessary
• You should not use the service for emergencies or urgent conditions as this may delay necessary treatment
• Irish female residents cannot use the service if they are, or suspect they may be pregnant
• You do NOT need to de-register from your existing GP/Family Doctor to use this service
•  

Should the doctor think it advisable, and subject to your agreement, they will send a record of your consultation to your own GP/Family Doctor (if you are a UK resident only) in order to keep them informed.

• 24/7 telephone based service
• Available to all paying Aqord Wellness subscribers and their adult household
• Telephone Counselling line
• Planned Telephonic Counselling sessions

• Changes at work
• Relationship difficulties
• Bereavement
• Work/life balance
• Stress
• Financial concerns
• Bullying
• Family conflicts
• Confidence
• Sleeplessness

The Counselling Consultation Service is available 24 hours a day, 7 days a week.

Our team of directly employed counsellors handle all calls. BHSF Ltd counsellors:

• Are accredited by the British Association for Counselling and Psychotherapy (BACP)
• Have a minimum of three years post qualification counselling experience
• Are qualified to at least Diploma level in counselling
• Abide by the BACP code of ethics

BHSF Ltd have engaged the professional services of Irwin Mitchell, noted here as (IM), to provide their 24/7 legal services.

 

IM will supply a legal (personal & commercial) helpline assisting the Customer with Preliminary General Legal Advice (as defined below). Advice by IM in the discharge of its duties to provide the Legal Helpline Service will be general legal advice which can be provided by telephone only.

 

Subject to the Service Levels in paragraph 2, the Legal Helpline Service will be available 24/7/365 days a year. 

 

IM will identify the scope of the advice which is being requested by the Customer and will give advice to the Customer by telephone. The Legal Helpline Service will not ordinarily provide email or written confirmation of advice given the telephone-based nature of the Legal Helpline Services. IM will, at its discretion, determine the circumstances when email or written confirmation of advice can be provided given all the circumstances of the case and without creating an implied retainer and/ or to provide access to the Legal Helpline Services for a person suffering under a relevant disability.

 

Where the Customer has a requirement for further legal services and the matter is not of a type which can be resolved by the legal helpline but the matter falls within the scope of the Legal Helpline Services, the Customer may be offered the opportunity to instruct IM to carry out services in accordance with the section “Other private paying legal services” below. 

 

Advice to be given by IM via the Legal Helpline Service will be in respect of any legal problem of the Customer falling within the scope of the Legal Helpline Service as set out in paragraphs 1.3 and 1.7 of this Schedule 1 but this advice will not ordinarily extend to review of legal documents, drafting documents or letters, correspondence with third parties or negotiations on behalf of the Customer. 

 

IM will provide legal advice under the Legal Helpline Service for matters governed by the laws of England and Wales or Scotland. 

 

The adviser will provide such advice as is reasonably possible in the initial call with the Customer. This will be Preliminary General Legal Advice. If there is a requirement for further research to be able to deal properly with this telephone enquiry then, with the agreement of the Customer, this will be carried out and a return call scheduled. Factors to be taken into account when deciding whether or not the matter can be resolved over the telephone include a requirement for: detailed document review/ disclosure, case appraisal for prospects of success, litigation services and/ or specific non-contentious legal services. 

 

Calls to the Legal Helpline Service may be recorded and retained for training and monitoring purposes and the recordings retained for up to seven years. Due to client confidentiality, there is access to such recordings without the consent of the relevant Customer. 

 

In this Schedule “Preliminary General Legal” shall mean the delivery by IM of such a level of advice as can be conveniently and properly delivered over the telephone. The appropriate level of detail that can be discussed will be determined by what advice can safely be delivered with due diligence without making reference to documents or verifying the circumstances as outlined by the Customer. Further, the personal circumstances of the Customer will not be known in full. By way of example Preliminary General Legal Advice does not extend to assisting a caller taking steps in proceedings as a litigant in person. IM will normally decline to offer advice in writing or to review documents.

BHSF Ltd have engaged the professional services of qualified money advisers, to provide assistance to those in debt or who are worried about debt, credit and rising costs. 

 

This 24/7 helpline will assist with signposting debt solutions and the provision of general guidance to help reduce debt and manage debt. This is NOT a financial advisory service.

Hours of operation

• The Phone GP service is available 24 hours per day all year round.
• The Video GP service is available 8am to 10pm 7 days per week (UK GMT Time Zone), except English Bank Holidays.
• The Phone Counselling service is available 24 hours per day all year round.
• The Legal helpline is available 24 hours per day all year round.
• The Money helpline is available 24 hours per day all year round.

 

Eligibility

You are only eligible to access the Aqord Wellness services:

1) If you have been provided access to this service from your employer and you have registered to use the Aqord Wellness APP and you are still employed by your employer

2) If you are an adult ages 18 or over. Note: Children under the age of 18 can benefit from the services provided by the service, but note children under the age of 18 are not permitted to call this service directly themselves. A responsible adult must call the service on behalf of the child.

 

Emergencies

This is not an emergency service.

If you have a serious medical emergency, call emergency services in your own country location immediately, for example 999 in the UK

911 in North America

112 in Europe

 

Aqord Wellness Liability

We accept no direct or indirect liability for your inability to access this service due to any reasons including but not limited to lack of or failure of telephone, wifi or internet connectivity.

We accept no direct or indirect liability for any direct or indirect costs incurred by you in accessing this service, including but not limited to the cost of telephone rental, calling charges, wi-fi or internet access.

By accessing the service You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your account and/or your Personal Information.

 

Service provider Liability

Clinical – The specialist GP service provider, is Health Hero, part of HealthHero Solutions UK Ltd. They provide access to their services by contract to BHSF Ltd. As recognised, Clinical Providers, Health Hero provide these clinical services and they carry their own liability risk and are naturally responsible for all clinical advice that they provide.

Counselling – As recognised, qualified and Accredited BACP Counselling professionals, BHSF Ltd as the Counselling services provider carry their own liability insurance and are naturally responsible for all clinical care and advice that they provide.

Legal – As professional and qualified Solicitors, only BHSF Ltd appointed Solicitors will be qualified to provide Legal advice services to Aqord Wellness Subscribers.

Money – As professional and qualified money advisers, only BHSF Ltd appointed money advisers will be qualified to provide money advice services to Aqord Wellness Subscribers.

 

No Employee or representative of Aqord Wellness, will provide any form of Clinical, Counselling, Legal, or Money   advice to any individual Aqord Wellness subscriber at any time or be responsible for any advice provided by any of our suppliers.

No guarantee of a successful Clinical, Counselling, Legal or Money outcome can be given to the provision of any of the services available.

 

Jurisdiction

Services operate under the exclusive jurisdiction of the English Courts and General Medical Council Guidelines.

 

Abuse of the Service

We reserve the right to cancel a plan membership in case of subscription abuse or inappropriate behaviour toward any Professional or Call receptionist or any colleague involved in the provision of this service.

 

Registration

You do not need to register for this service as it will automatically be granted to you as part of your accessing the Aqord Wellness App.

You do not need to de-register for this service as the cover will automatically cease when your service terminates

 

Doctor Phone & Video Access only

Whilst calling from overseas your phone service provider may charge you for that call.

The Aqord Wellness service is not a private health plan or health insurance, it will provide you with help and guidance over the phone or video call, in the same way that your local home based Doctor will.

This is a phone and video call based service only. There is no personal face to face option of help with this service.

Our doctors or Counsellors may need to ask sensitive medical questions as part of your telephone or video consultation. Please ensure you are in a quiet, confidential place at your chosen time, free from interruptions.

 

No Guarantee

Aqord Wellness Member’s Service does not guarantee that a phone consultation or video consultation is the best course of accessing advice or indeed the appropriate course of action for your particular issue or concern.

Any abuse of this service or of any personnel involved in the process will result in immediate cancellation of your access to this service.

 

Language

English is the primary language used in this service.

 

Connectivity

You will need to make sure that you are in an area where your network or internet connection is not likely to be interrupted. This is especially important if you intend to use your mobile telephone for your telephone consultation.

 

Optional prescription service

Private Prescriptions: In some instances a private prescription service may be available for UK residents for use within the UK. Please note an additional charge will be levied and payable for any private prescriptions raised. All prescriptions are payable by the user at the point of ordering. There are no free prescriptions options with this service. You are not obliged to use the prescription service. The cost of the prescription will be made clear to you before you are asked to pay for it.

Delivery times for prescriptions will be estimated and cannot be guaranteed. Prescriptions are handled and fulfilled by a third party provider, Pharmacy2U. You can only access that service by way of a referral from this GP service.

 

Privacy Policy

Privacy Policy : https://aqordwellness.com/privacy-and-gdpr/