Terms & Conditions

1. Introduction and definitions

These Terms apply to imaging coordination services provided by PrivateScans.

Imaging Services include coordination and referral for private diagnostic imaging and, where included, a post-results discussion. Scans are performed by third-party regulated imaging providers unless explicitly stated otherwise.

By using our website, booking a pre-scan consultation or proceeding with imaging coordination, you agree to these Terms.

2. Our services

PrivateScans provides a private diagnostic imaging coordination service, including:

• paid pre-scan consultations with a qualified clinician where required;
• coordination and referral for private diagnostic imaging;
• administrative booking support with scanning centres and imaging providers;
• post-results telephone review or results support where included in your booking.

The pre-scan consultation is used to review relevant symptoms and medical history, assess imaging suitability and safety, and recommend appropriate diagnostic imaging where clinically justified.

A pre-scan consultation does not guarantee that a scan will be recommended or that a third-party imaging provider will accept a referral. Clinical recommendations are based on suitability, safety and the information you provide.

We do not provide emergency, urgent or out-of-hours medical services.

3. Emergency care

If you experience symptoms that may indicate a medical emergency, including but not limited to chest pain, shortness of breath, sudden neurological symptoms, severe pain, collapse or loss of consciousness, you must seek immediate medical attention by contacting emergency services or attending the nearest A&E department.

Use of our services does not remove or replace your responsibility to seek urgent or emergency medical care where clinically appropriate.

4. Diagnostic imaging services

Imaging Services are performed either at our clinic where applicable, or more commonly at an external imaging provider or scanning centre.

The imaging provider is solely responsible for performing the scan, clinical accuracy and reporting, and patient care during the scan appointment.

Reporting timelines and image delivery are determined by the imaging provider and not by PrivateScans. We are not responsible for any act, omission or clinical decision made by an imaging provider, reporting clinician or scanning centre.

Where a patient requests expedited or urgent imaging, this does not alter the clinical scope of the service, guarantee outcomes, or shorten reporting times beyond those offered by the imaging provider.

5. Booking process, communication and patient responsibility

Appointments may be booked online or by telephone only. A booking is confirmed only once written or electronic confirmation has been issued.

You must provide accurate, complete and truthful personal and medical information. This includes your contact details, medical history, symptoms, medication details, allergies, implant information and any other information requested as part of the booking or pre-scan consultation process.

You are responsible for ensuring all contact details provided are accurate and up to date. We may communicate appointment information and clinical correspondence via telephone, SMS, email or secure systems, and it is your responsibility to monitor these communications.

PrivateScans shall not be liable for consequences, delays or clinical decisions arising from incomplete, inaccurate or withheld information provided by you.

If you require language support or reasonable adjustments, you must inform us in advance. We cannot guarantee availability of interpreters or accommodations unless agreed prior to the appointment.

6. Pre-scan consultation scope, requirements and limitations

A pre-scan consultation may be conducted by a qualified healthcare professional before arranging diagnostic imaging.

The pre-scan consultation fee is £25. This fee covers the clinician’s review and discussion of your scan request, symptoms, medical history, suitability and safety considerations.

Patients must complete any pre-scan clinical questionnaire accurately and in full before the consultation. Failure to complete the questionnaire may result in the consultation or subsequent scan appointment not going ahead, without liability to the Clinic.

The pre-scan consultation assesses suitability and safety for imaging only. Following the consultation, we may arrange diagnostic imaging, recommend an alternative investigation, request further information, advise you to seek care from your GP or another healthcare professional, or decide that imaging is not clinically appropriate.

We reserve the right to decline or modify scan recommendations where clinically necessary.

The pre-scan consultation is limited to issues directly related to diagnostic imaging. It does not constitute a comprehensive GP consultation, and we are unable to assess, diagnose or manage unrelated medical conditions during the pre-scan consultation.

7. Scan appointment and attendance

Scan appointment times are subject to availability and confirmation by the imaging provider. The imaging provider or scan centre may contact you directly to confirm the date, time and location of your scan appointment.

You are advised to arrive at least 15 minutes before your scheduled scan appointment. You must attend promptly and bring valid photo identification, relevant medical history and medication details.

Late arrival of more than 10 minutes or failure to attend may be treated as a no-show.

8. Fees, payments and referral review

The pre-scan consultation fee is £25 and is payable before the consultation takes place.

The £25 pre-scan consultation fee is non-refundable with less than 48 hours’ notice. It also remains non-refundable if you choose not to proceed with any scan or recommendation made by the clinician, or if the clinician advises that imaging is not clinically appropriate.

Full payment for Imaging Services is required before a medical referral is issued and before any scan appointment is arranged or confirmed.

All medical referrals are subject to clinical vetting by the imaging provider’s radiologist or another appropriately qualified clinician before the scan is performed.

As part of this vetting process, the imaging provider may recommend amendments to the referral, including adding or removing anatomical regions, recommending contrast agents, changing scan protocols or sequences, requesting additional views, or advising alternative or additional modalities.

Recommended amendments may result in additional charges, changes to scan duration or adjustments to appointment timing. Where referral amendments are required, these will be communicated to you in advance and your agreement will be sought before proceeding.

Vetting outcomes may result in rescheduling or appointment time changes. We are not liable for delays arising from this clinical review process.

9. Cancellations and refunds

You have a statutory right to cancel within 14 calendar days unless the service is provided within that period with your consent.

If your pre-scan consultation is booked to take place within 48 hours, or you cancel with less than 48 hours’ notice, the £25 consultation fee is non-refundable.

• Pre-scan consultation: £25, non-refundable with less than 48 hours’ notice.
• More than 48 hours before scan: full refund of scan fees minus an £85 administration fee, where the scan appointment has already been arranged or confirmed.
• Less than 48 hours’ notice or no-show for a scan appointment: no refund.

If you decide not to proceed with a scan or recommendation after your pre-scan consultation, the consultation fee remains non-refundable. Any scan fees paid will be handled in line with the cancellation terms above and the status of your booking.

We may cancel or reschedule appointments due to clinical or operational reasons. Where appropriate, a refund or alternative appointment will be offered for affected scan fees.

Scan appointments booked for the same day or the following day are non-refundable, as they fall within the 48-hour cancellation window and cannot be cancelled or rescheduled once confirmed.

10. Changes to appointments

Requests to change scan appointments must be made at least 48 hours in advance. Changes are subject to availability and may incur additional charges.

11. Scan results and post-consultation

Reports and images are typically available within up to 5 working days, depending on the imaging provider. Requested scan dates and estimated delivery times are indicative only and not guaranteed.

Once results are received, a post-consultation may be arranged where included in your booking. We do not provide emergency diagnostic services.

Responsibility for report accuracy and interpretation rests with the reporting clinician and imaging provider. Turnaround times vary between imaging providers and may be affected by factors outside our control. We are not liable for delays in report or image delivery.

PrivateScans does not provide ongoing medical treatment or clinical management following diagnostic imaging. Any explanations or recommendations provided during the post-consultation are advisory only, and responsibility for ongoing care rests with your GP, consultant or chosen healthcare provider.

Diagnostic imaging may not identify all medical conditions. A normal, incidental or inconclusive scan result does not exclude the presence of disease, and further clinical assessment, investigation or follow-up may be required.

12. Patient eligibility and safety

Our services are generally intended for adult patients. We may decline bookings where a scan request, age, symptoms, medical history, pregnancy status, implant details, contrast risk or other safety factor means the requested imaging may not be suitable through our service.

You must tell us and the imaging provider if you are pregnant, may be pregnant, have implants, a pacemaker, metal fragments, kidney disease, allergies, previous reaction to contrast, claustrophobia, mobility needs or any other relevant medical or practical requirement.

13. Limitation of liability

Our total liability shall not exceed the amount paid for the relevant service. We are not liable for indirect or consequential losses. Nothing in these Terms limits liability for death or personal injury caused by negligence or for fraud.

14. Complaints and feedback

We are committed to providing treatment and service to the highest standards. We encourage completion of the Patient Satisfaction Survey after your appointment. Responses are monitored and used to improve services.

If you are unhappy, you have the right to make a complaint about any aspect of your care, treatment or the service you received. A complaint can be made by a patient, a person affected by the actions or decisions of a Clinic Practitioner, or someone acting on behalf of the patient with their consent.

You should normally complain within 4 weeks of the event concerned or within 4 weeks of becoming aware that you have something to complain about, providing that this is within 12 months of the event. Clinic management has discretion to waive this time limit where there are good reasons why you could not complain earlier.

In the first instance, you can raise concerns by speaking to a member of staff at the time or after the consultation, or by contacting the Practice Manager. We aim to resolve complaints quickly and as close to the source of the complaint as possible.

Formal complaints can be made by letter or email to:

PrivateScans
Clinical Governance Team / Practice Manager
NEC House, 200 Derby Road, Stapleford, Nottingham, NG9 7AY
Email: care@privatescans.uk
Website: www.privatescans.uk

Your complaint should include your name and contact details, a clear description of the concern, relevant dates or appointments, and what outcome you are seeking if known.

Your correspondence will be acknowledged within 3–5 working days of receipt and then investigated further. Complaints will be investigated appropriately, which may include reviewing records, speaking to involved staff or clinicians, obtaining statements and offering a meeting where helpful.

You should receive a full response or offer of a meeting with the people involved within 20–21 working days. You will be informed if investigations are going to take longer, with an updated timeframe.

If you remain dissatisfied following our response, you may request escalation for further internal review. This process does not affect your statutory rights, including any right to seek independent advice or use another appropriate dispute resolution route.

15. Governing law

These Terms are governed by the laws of England and Wales and are subject to the exclusive jurisdiction of the courts of England and Wales.