Referral Pathway Terms for Practitioners

1.1 These Referral Pathway Terms ("Referral Terms") govern your ("Practitioner", "you", "your") participation in The Health Nav Limited's ("we", "us", "our") Request a Match service (the "Referral Pathway"), through which we introduce patients who have asked us to find them a suitable practitioner ("Matched Patients").

1.2 The Referral Terms apply in addition to, and form part of, the Practitioners & Clinics Terms and Conditions (the "General Terms") and the Practitioner & Clinic Privacy Notice. Capitalised terms not defined here have the meaning given in the General Terms. If there is a conflict between the Referral Terms and the General Terms in respect of the Referral Pathway, the Referral Terms prevail.

1.3 The Referral Pathway is priced separately from the rest of the Platform Services (see clause 4). Nothing in these Referral Terms changes the fees or other terms that apply to bookings made outside the Referral Pathway, which continue to be governed by the General Terms.

1.4 You accept these Referral Terms each time you accept a match offer. The version you accepted is recorded against that offer. If we publish a new version, it applies to offers accepted after the new effective date only.

To receive and accept match offers you must, at the time of acceptance:

• hold an active, publicly visible listing on the Platform;
• have accepted the current General Terms and have completed our credential verification;
• hold verified and unexpired professional indemnity insurance appropriate to the services you offer, evidence of which has been uploaded to and accepted on the Platform; and
• meet the registration, licensing and professional-standards requirements set out in the General Terms.

We check these conditions when an offer is made and again when you accept it. If your insurance evidence lapses between the two, you will not be able to accept, or to complete payment for, that offer until it is renewed. We may withdraw an offer at any time before you accept it.

3.1 What a match offer contains. After a member of our team has spoken with a Matched Patient, we may offer the referral to you. The offer describes the patient in de-identified form only: the general area they are in, the session format they are looking for (for example in-person at your venue, a home visit, or online), their broad availability, and the area of practice their goal falls within. The offer does not include the patient's name, email address or phone number, and it does not include their clinical history.

3.2 One practitioner at a time. Each referral is offered to one practitioner at a time. An offer is not a guarantee that the patient will book with you.

3.3 The 48-hour window. You have 48 hours from the time an offer is made to accept or decline it. An offer you have neither accepted nor declined within that window expires automatically and may be offered to another practitioner. Once you have accepted an offer, the window no longer applies to your payment (clause 4.4).

3.4 Accepting is a commitment. By accepting an offer you confirm that you meet the conditions in clause 2, that you have capacity to see the patient within a reasonable time, and that you agree to pay the referral fee in clause 4. Acceptance cannot be reversed by you; the routes available after acceptance are set out in clause 8.

4.1 A one-off referral fee, not a commission. The Referral Pathway is charged as a one-off referral fee per accepted Matched Patient. There is no booking commission on any booking, or any subsequent booking, that arises from a referral made under these Referral Terms. The fee is the price of the introduction and is payable whether or not the patient goes on to book with you.

4.2 Amount. The referral fee is £50 for practitioners who hold founding member status on the Platform, and £75 for all other practitioners. The amount that applies to you is shown before you accept each offer. Fees are quoted in pounds sterling and are inclusive of VAT where VAT applies.

4.3 How you pay. When you accept an offer we will direct you to our third-party payment processor to pay the referral fee by card. Payment is taken immediately. The processing of your payment is subject to the payment processor's own terms and privacy policy in addition to these Referral Terms.

4.4 Paying after accepting. If you accept an offer but do not complete payment straight away, you may return to complete it, provided the conditions in clause 2 are still met. Until the fee has been paid, the referral is not complete and no contact details will be released.

4.5 Changes to the fee. We may change the referral fee on reasonable notice. A change applies only to offers made after it takes effect; the fee shown when an offer is made is the fee that applies to that offer.

5.1 Release of contact details. The Matched Patient's name, email address and phone number are released to you only once the referral fee has been paid. Until then you see the de-identified offer only.

5.2 Making contact. You agree to contact the patient promptly and professionally, and in any event within two working days of receiving their details, to arrange an initial appointment. The patient has been told to expect your contact.

5.3 Booking. You may arrange the appointment through the Platform or directly with the patient. The delivery of care, and the terms on which you provide it, are between you and the patient. We are not a party to that relationship.

5.4 If the patient does not proceed. A referral is an introduction, not a booking. The patient is free to decide not to proceed, and the referral fee is not contingent on their decision, subject to clause 8.

6.1 What we collect and why. To operate the Referral Pathway we collect the patient's contact details and, on a short call, information about their health and what they are hoping to achieve. We do so as an independent controller, on the basis of the patient's explicit consent, and we tell the patient in our patient-facing Terms of Service and Privacy Policy that a de-identified summary will be shown to a candidate practitioner and that their contact details will be released to the practitioner who accepts.

6.2 Your role. From the moment the patient's contact details are released to you, you are an independent controller of that personal data and of any clinical record you go on to create, as set out in clause 16 of the General Terms. You must comply with UK GDPR and the Data Protection Act 2018 in respect of that data, including providing the patient with your own privacy information.

6.3 Purpose limitation. You may use the information in a match offer, and the contact details released to you, solely for the purpose of contacting and treating that patient. You must not use them for marketing, share them with any third party except as necessary to provide care, or retain the de-identified offer details once the offer has been declined or has expired.

6.4 Confidentiality of offers. Offer details are confidential information for the purposes of the General Terms, whether or not you accept the offer.

6.5 Security incidents. If you become aware of any loss, unauthorised access to, or misuse of information we have released to you, you must notify us without undue delay at the address in clause 13 so that we can meet our own obligations to the patient.

7.1 Why we collect it. We want to know whether the referral pathway is helping people. To measure that, we will ask you, and separately the patient, to provide outcome data about referrals made under these Referral Terms.

7.2 What we will ask you. After a referral, we will ask you to provide outcome data from time to time, for example: whether you made contact with the patient and whether an initial appointment took place; whether the patient is continuing with treatment; and a simple indication of progress. We will not ask you to share the contents of your clinical records, and you must not include any information in a response that is not necessary to answer the question asked.

7.3 Your commitment. Responding to our outcome-data requests is a condition of continued participation in the Referral Pathway. We will keep requests short and infrequent, and will tell you at the time how long each response will take.

7.4 What we do with it. We use outcome data to evaluate and improve the Referral Pathway, to report on it in aggregated and de-identified form, and to demonstrate its effectiveness to patients, commissioners and partners. We will not publish anything that identifies you or a patient without consent.

7.5 The patient's side. We tell patients before they use the Referral Pathway that we will ask them for outcome data too. Their participation is voluntary and does not affect the referral fee.

8.1 Declining. You may decline an offer at any time within the 48-hour window, with or without giving a reason. Declining an offer has no cost and no effect on your listing. We may ask for a reason to help us improve matching.

8.2 Withdrawal by us. We may withdraw an offer before you accept it, for example if the patient withdraws their request or if we identify a more suitable match. We may also withdraw an accepted offer that you have not yet paid for if your eligibility under clause 2 lapses.

8.3 Expiry. An offer not accepted within 48 hours expires automatically (clause 3.3). Nothing is payable for an expired offer.

8.4 Refunds. Because the referral fee is the price of the introduction itself, it is non-refundable once the patient's contact details have been released to you. We will refund the fee in full if we are unable to release the patient's contact details to you after you have paid, for example because the patient withdraws their request before release. Any other refund is at our discretion and does not affect your statutory rights.

9.1 You remain solely responsible for the assessment, treatment and care of any Matched Patient, and for meeting the standards of your professional body. We do not provide medical advice, diagnosis or treatment, and we do not supervise the care you provide.

9.2 If a Matched Patient raises a complaint with us about their experience of you, we may share the substance of the complaint with you and ask for your response. Repeated or serious concerns may result in your removal from the Referral Pathway under clause 9.3.

9.3 We may suspend or end your participation in the Referral Pathway at any time, with notice where practicable, if you breach these Referral Terms or the General Terms, if your eligibility under clause 2 lapses, or if we reasonably consider that continuing to refer patients to you would not be in patients' interests. Offers you have already paid for are unaffected.

10.1 A referral is an introduction. We do not guarantee that any Matched Patient will book with you, attend, continue treatment or pay you, and we are not liable for any loss arising from a patient's decision not to proceed.

10.2 Our total liability to you in connection with the Referral Pathway is limited as set out in the General Terms, save that in respect of any one referral our liability shall in no event exceed the referral fee paid for it.

10.3 Nothing in these Referral Terms excludes or limits any liability that cannot be excluded or limited under applicable law.

We may update these Referral Terms from time to time. We will give you reasonable notice of significant changes by email to the address on your account and by posting the new version on the Platform. Changes apply to offers accepted after the new effective date; an offer you have already accepted is governed by the version you accepted (clause 1.4).

These Referral Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, as set out in the General Terms.

If you have any questions about these Referral Terms, please contact us at:

The Health Nav Limited
Albany House, Claremont Lane, Esher, KT10 9FQ
info@thehealthnav.co.uk for Referral Pathway Legal/Terms Queries