© 2023 Willow Health
Welcome to Willow Health, a private clinic which offers specialist consultations relating to management and treatment of symptoms of the perimenopause and menopause. The company is registered in Scotland, with registration number SC776490.
Our services are provided in person, video consultation or telephone. Our in-person consultations will take place at:
1 Union St, Bridge of Allan, Stirling, FK9 4NS.
Willow Health is regulated by Healthcare Improvement Scotland under registration number 02781.
Below are the terms and conditions for the provision of our services.
If you require urgent medical advice or have a medical emergency, please contact your GP or emergency services. At Willow Health, we provide non-urgent care within our specialty, and do not replace the services provided by the NHS or your GP.
By receiving services by Willow Health, you agree to be bound by these Terms and Conditions. If you do not agree with these Terms and Conditions, we will be unable to provide you with our specialist care.
Please read our Terms and Conditions prior to booking an appointment at Willow Health. In these we set out how we deliver our service to you, what our liability to you is, and other important information.
We may amend these Terms and Conditions to keep them up to date. You will be informed of any significant changes via email.
Our services are offered to those aged 18 and above, who reside in the UK.
Appointments can be booked online at Book – Willow Health – Menopause Specialist (willow-health.co.uk).
If due to unforeseen high demand for appointments, you can register with us and you will be added to our waiting list.
You are required to register with us and you agree to provide true, accurate and complete information in order for us to conduct our services. This information will include your full name, date of birth, UK address, mobile number, and GP’s name and address.
Once an appointment becomes available, you will be contacted (via mobile or email) to book in for an appointment.
Once a booking is made, you will receive a booking confirmation via email, along with a pre-consultation questionnaire for you to return prior to your appointment. We need to receive this completed pre-consultation questionnaire prior to providing services to you.
At the time of booking, you are required to provide us with your personal information which is held securely in keeping with our Privacy Policy.
We may contact you to say we are unable to proceed with your appointment. This may be due to:
– We have not received your pre-consultation questionnaire completed in full
– We are unable to carry out our services on the agreed date due to staff shortages or illness
– We have not received correct payment for services in advance
When booking an appointment, you acknowledge that our ability to carry out services might be affected by events out with our control. If there is a delay in our services, we will do our best to keep you informed and minimise disruption.
If you are attending Willow Health for the first time you are required to book an Initial Consultation. This is to allow enough time for a full assessment of your individual needs and to enable safe delivery of care. This still applies even if you have been seen by another specialist clinic or menopause specialist elsewhere.
We recommend follow up after 3 months from initiating any treatment or from changing any treatment. This can be done with your own GP or at Willow Health if you would prefer. This can be booked as a Follow Up Consultation, either in-person/video, or telephone.
The fees paid for a consultation include the consultation costs itself, any written prescription issued during the consultation (be that printed or online prescriptions) and a summary letter of recommendations that will be sent to you and your GP. The actual cost of any medication prescribed privately is not included in this and should be paid directly to the chosen pharmacy. The writing of prescriptions outside of a consultation will incur a prescription fee. Any additional letters requested will also incur a fee, for example, an onwards referral letter.
Fees for consultation will be taken at the time of booking. Following your consultation, your specialist may recommend blood tests. The cost of these will be in addition to your consultation and must be paid at the time of ordering the blood test. Details of the fees for blood tests can be viewed here.
Blood samples can be taken at remote sites provided by Nationwide Pathology. The service delivered by Nationwide Pathology is independent from Willow Health. If you attend a phlebotomy service out with Willow Health, you will pay a phlebotomy fee directly to them. View Nationwide Pathology’s terms and conditions.
We accept most credit and debit cards as payment for our services and prescriptions. We do not accept cash or cheque.
Payment for consultations will be taken at the time of booking and payment will be processed immediately. Payment processing services are provided by Stripe. You can view their privacy policy here. We do not store any of your payment card information on our system and can hold no liability for any data breach incurred by other providers.
Any payments required outside a consultation can be made in the clinic or via a secure payment link sent to you.
If you receive a prescription as part of your treatment, you will need to consent for us to share information with the pharmacy to ensure safe and effective delivery of our care. Prescriptions provided as part of a consultation will be included as part of your consultation fee. This excludes the cost of purchasing the medicines from the pharmacy. Any prescriptions given outside a consultation will incur a prescription fee and this must be paid in advance of the prescription being issued. You will be sent a payment link to pay for services outside of a consultation.
In most cases, prescriptions will be sent to an online pharmacy for processing. The supply and delivery of prescriptions is the responsibility of the pharmacy. Any concerns regarding this should be directed to the pharmacy provider.
All pharmacies are registered with the General Pharmaceutical Council and information about specific pharmacies can be found here. All medicines dispensed will be done so under that pharmacy’s terms and conditions.
The pharmacy will contact you directly to process the prescription, receive payment and arrange delivery.
You can cancel your consultation with notice of 2 full working days prior to your appointment without incurring any fees. However if you cancel your consultation with less than 2 full working days notice, this will incur a full charge for your consultation.
If you wish to cancel your consultation, you can do so by finding the cancellation link in your confirmation email, or by emailing info@willow-health.co.uk.
You cannot cancel any order for a prescription once already paid for.
No refunds will be provided for appointments attended. By attending an appointment you agree to pay for the specialist’s time regardless of the outcome.
Stripe advises that refunds may take up to 10 days to appear in your account.
For more information, please see our cancellation policy.
If you know you will be delayed, please email us as soon as possible via email info@willow-health.co.uk.
If you are late, your specialist will wait for 10 minutes for your arrival. Beyond this, you will be deemed to have missed your appointment. We will be unable to offer any form of refund for a missed appointment.
We will ask you to provide photographic ID to confirm your identity at your initial consultation. Without this we will be unable to proceed with your consultation.
Following a consultation, we will provide you with a written summary of the consultation and recommendations. This will be emailed to you as a link to a shared document from our clinic software, Semble. You can access this securely by entering your date of birth.
A copy of this document will be sent to your registered GP. It is a condition of providing our service at Willow Health that we must be able to communicate effectively with your GP for safety reasons. If you do not consent to information being shared with your GP, we will be unable to provide our services.
No consultations will be conducted by email. If you have concerns about your symptoms or treatments, you will be asked to book a follow up consultation.
Email communications will only be for clarification of prescribing or arranging follow up.
Occasionally onward referral is required for further investigations. A letter of referral will be provided to ensure the relevant
clinical information is shared.
You will be offered to opt-in to any marketing and newsletters. You can unsubscribe from this marketing at any time by clicking
the “Unsubscribe” option at the bottom of the email.
Any personal information held by us will be in keeping with our privacy policy.
We will do our utmost to deliver safe and effective care to you. If you are unhappy with the care you have received we welcome your
feedback to Willow Health. You can do so by emailing us info@willow-health.co.uk.
Please see our complaints policy for further information.
© 2023 Willow Health