Terms and Conditions

General Terms and Conditions

In these terms and conditions we use “we” or “us” or “our” or “Jorja Healthcare Holdings LTD” or “JHCH” to refer to Jorja Healthcare Holdings LTD and companies within the group “JHCH”.

Jorja Healthcare Holdings LTD, Company number 15099083 comprises of the following companies withing the group, referred to as “JHCH”:

 

  • JHCH LTD, Company number 14035963; including trading names (Paddington Spine Clinic, London Podiatry Clinic, The London Hip Clinic, Private MRI, JHCH)

 

  • Jorja Emerson Centre LTD, Company number 14610457 including trading names (ADHD Consultation)

 

  • Jorja Technologies LTD, Company number 14763100

 

  • Jorja Direct LTD, Company number 14969505

 

JHCH offers this website(s), including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing and/or booking a service and/or treatment from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current site shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our registered office address:

Unit 2.02 High Weald House, Glovers End, Bexhill, East Sussex, United Kingdom, TN39 5ES

Customer Service:

hello@jorjahealthcaregroup.com

0330 580 1153

Our main trading address is located at:

10 Eastbourne Terrace, London, W2 6LG

These Terms should be read along with our Privacy Policy and are aimed to give you a guide to the process you are about to undertake to allow you to undergo your treatment with peace of mind.

1.1 These Terms and Conditions form the basis of the Agreement between you and JHCH.

1.2 Please read these terms carefully and take the opportunity to ask questions to our team prior to your treatment or service with JHCH.

1.3 Where you are receiving treatment via a consultant your Consultant will carry out a consultation with you to determine the treatment that you should have and let you know their recommended treatment options. It is your responsibility to ensure that the treatment accurately reflects your wishes as discussed with your Consultant in relation to your requirements.

1.4 Where you are receiving a service our in-clinic team will follow treatment service protocols ensuring in order to delivery to your chosen service.

Your agreement with JHCH

1.5 By registering with us, you agree to be bound by these Terms. If there is any conflict between these Terms, the Privacy Policy and Admission Form, these Terms will take precedence followed by the Privacy Policy. If there is any inconsistency between this Agreement and any marketing material, this Agreement will take precedence. JHCH may update these Terms from time to time however any changes will only apply to any future visits and you will be asked to agree to any new Terms before they become effective for you. Note that any new Terms will not apply to any Treatment or Service which is part-way through when the Terms are changed.

Consultants and service providers

1.6 While in JHCH, you will be under the Care of the clinic team or consultant you have been assigned to, who may also involve other Consultants or members of the in-clinic team, if appropriate. JHCH staff will provide services or treatments as outlined in the product or service displayed on our website.

1.7 Consultants involved in your treatment may be independent practitioners and are not employees of JHCH. Accordingly, other than in relation to obligations under the Privacy Policy, JHCH will not be liable for any act or omission of a consultant (or the company or partnership that employs or engages the Consultants). The Consultant will be responsible for the service they give you.

Risk of clinical complications

1.8 While JHCH, staff and your Consultants will do their best to ensure a satisfactory outcome, no clinical procedure is entirely risk-free and the results of any particular treatment cannot be guaranteed. If you have any concerns or queries you should discuss these with the clinic team or your Consultant.

JHCH products and services

1.9 Products, service and treatment options are displayed on our Website. Some Products, services and treatments may be customised depending on your needs. Payment for these Products, services and treatment will be issued up-front prior to confirming your appointment. Where additional products, services or a change to your treatment have been identified, these will be discussed with you either:

  1. Prior to you attending your appointment
  1. During your appointment

 

Payment

1.10 Subject to any alternative arrangements agreed with JHCH, you are responsible for settling the cost of your treatment, products or services before you commence your treatment or on the same day of your treatment at JHCH. We may ask you to pay when you come into JHCH, when you make your appointment, or when you are being discharged.

Methods of payment

1.11 Payments can be made via major debit or credit cards. We may agree to bank transfer in some circumstances and this must be agreed in advance of your appointment.

Cancellations and Refunds

1.12 All cancellations must be notified in writing via email. This details of the correct email address can be found on the relevant website, replying to any email or correspondence you may have from us or by completing a contact form on our website.

Note the terms of cancellation or refund vary depending on the type of service or treatment.

For Orthopaedics and inpatient treatments, please see our separate terms and conditions.

For MRI, please see our separate terms and conditions.

  • All outpatient cancellations made 5 working days prior to the treatment or service being conducted will be cancelled with no fee.
  • Cancellations made within 5 working days of the treatment of service being carried out will incur a charge of 50%.
  • Cancellations on the day of the treatment or service are non-refundable.
  • No refunds shall be issued where a treatment or service is part way through the treatment or service.
  • For any membership services paid in advance (annual subscription) no refund shall be offered for cancellation of services.
  • For membership services paid monthly, payment for subsequent payments shall be cancelled. No refunds shall be offered for membership pre the requested date of cancellation.

Our customer service or medical secretary team will provide details of cancellation terms at the time of request.

1.13 If you request to cancel a treatment or service in line with 1.12 we will pay any refund only to the cardholder or person who made the original payment. Payment shall be via the same method of payment. We do not pay cash refunds. Refunds shall take up to 14 working days to be processed and up to 30 working days for BACS.

1.14 If your Consultant or clinic team cancels your Treatment or service because they consider it is not in your best interests, and you have already made a payment, we will refund that payment, less any amount that you owe to JHCH and/or the Consultant, in line with 1.13 above.

1.15 JHCH reserves the right to decline patients for treatment. Any such decisions would usually be based on ensuring, for example, the safety of our patients or staff, however such decisions will be made at our sole discretion.

Rescheduling

1.16 Following cancellation by you or your Consultant or clinic team, for whatever reason, if you would like to reschedule your treatment or service please contact us and we will be happy to arrange an appointment at a time convenient to you.

Note rescheduling treatments is solely at the discretion of JHCH. Treatments rescheduled may incur additional costs and shall be discussed with you by our team.

Your property

1.17 While we will take all reasonable care to ensure the safety of your belongings, JHCH does not accept any responsibility for the theft or loss of, or damage to, any of your or your visitors’ property. We would h4ly advise you not to bring valuable personal belongings into JHCH with you, unless required during your stay.

Children Receiving Treatment

1.18 JHCH does accept children aged 10+ at our clinics. Children aged 9 and under may be seen by our consultants however this does depend on availability and treatment suitability. Our customer service team will advise availability of appointments in advance of bookings being made.

Confidentiality

1.19 Here at JHCH we respect the confidentiality of all of our patients. We will treat all information provided to us by you as confidential and secure and, subject to the terms of our Privacy Policy, we may access, preserve and disclose details provided by you or your referring Consultant for the purposes of providing Care and administering your account in accordance with our standard operating procedures; and if required to do so by law or in the good-faith belief that any such access, preservation or disclosure is reasonably necessary to (i) comply with legal process; (ii) enforce these Terms; (iii) respond to claims that our Care breaches the rights of third-parties; (iv) respond to your requests for customer service; or (v) protect the rights, property or personal safety of JHCH, our patients and the public. In the interests of privacy for all of our patients we also request that you keep confidential any information or knowledge that you acquire during your visits to our clinic including the identity of other patients that you may meet in our common areas.

Data protection

1.20 We will process your personal data in accordance with the applicable data protection laws, our confidentiality obligations and our Privacy Policy, a copy of which will be provided to you upon registration. Our Privacy Policy includes information on how we protect your information, who we are allowed to give it to and how to exercise any of your rights in relation to it.

Notices and your contact details

1.21 It is important that you keep us updated of any changes in your contact details and choices for how you want to receive marketing materials. Where we have not been informed of any change of contact details or marketing preferences JHCH cannot be held responsible for any consequences arising as a result of the same.

Changes in applicable law

1.22 You acknowledge and accept that Applicable Law may change and prevent JHCH from providing certain treatment or services. If JHCH becomes aware that such a change has occurred and the change has an effect on your treatment or service, JHCH will contact you to inform you of this and its consequences.

Assignment

1.23 JHCH may transfer and assign your Agreement to any person who acquires all or substantially all of the assets of JHCH or to any other member of JHCH Group.

Third party rights

1.24 Except for you and JHCH or any insurer or third party to the extent agreed by JHCH, no person will have any rights under or in connection with these Terms.

Law and the courts

1.25 These Terms are governed by and shall be construed in accordance with English law and the courts of England and Wales shall have non-exclusive jurisdiction.

Before your treatment

2.1 If you have private medical insurance you will need to speak to your insurer in advance of your treatment to get confirmation that your treatment or service is covered by your insurance policy. We would recommend that you ask your insurer if there are any exceptions within your policy.

2.2 You will need to provide us with details of your insurer, your registration number, your level of cover, scheme details and your pre-authorisation number which your insurer will provide to you. To check if we have an agreement in place with your insurance provider, please ask a member of our customer service team.

2.3 Where you have a Sponsor who has agreed to pay for your treatment or service please ensure you have authorisation from them prior to booking your treatment or service with us.

2.4 If a Sponsor has agreed to pay for your treatment or service, JHCH will require details of such party including your relationship with them and contact details for them. JHCH reserves the right to verify with a Sponsor any arrangement in place between you and your Sponsor before agreeing to provide a treatment or service.

2.5 You agree to provide all information requested by JHCH to verify, to our satisfaction details of any such arrangement including a letter of guarantee from your sponsor confirming to us that they will cover the costs of your treatment or service at JHCH a minimum of five (5) working days prior to your admission date.

Payment

2.6 You agree with JHCH that you will pay for your treatment or service. Whilst you will remain responsible for the payment of your treatment or service, where you have private medical insurance or a third party has agreed to pay for your treatment or service;

  1. We will, where possible, process the claim for your treatment or service with your insurer or Sponsor, provided you have given us and your insurer or Sponsor all the information we need to do so. If this information is incomplete or inaccurate, we may not be able to process your claim and you will need to pay for your treatment or service, as set out in (c) below;
  1. Where we process your claim and your insurer or Sponsor pays us direct, the rate agreed between JHCH and your insurer or Sponsor will apply to your treatment or service;
  1. If your insurer or Sponsor fails to settle our invoices (or any part of them) within thirty (30) days of the date of the invoice we will assume that the outstanding amount will not be paid by them and you will become immediately liable for payment in full. We may invoice you direct or debit the relevant balance from your credit or debit cards in accordance with the process set out in paragraph 1.12;
  1. If we invoice you for your treatment or service, or for an element of it, you agree to pay us the amount invoiced within 30 days.

 

2.7 If no rate has been agreed between JHCH and your insurer or Sponsor in respect of your treatment or service, JHCH Standard Rates will apply to your treatment or service. All payments are required at time of booking. Non payment shall result in cancellation of your treatment or service.

2.8 If you pay for your treatment or service and subsequently seek reimbursement from your insurer or Sponsor, and if no other rate has been expressly agreed between you and JHCH, JHCH Standard Rates will apply to your treatment or service. You must pay the full balance for any treatment or service. Immediate payment is required to confirm or book your treatment scheduled admission date.

2.9 We recommend that you keep in contact with your insurer or Sponsor at each stage of the treatment or service you receive to ensure you are appropriately covered.

What your insurance may not cover

2.10 Some insurers use treatment or service guidelines that may not match the professional medical opinion of the Consultants, nursing staff and other medical professionals providing your treatment or service. In some cases this can mean that your insurer may not pay for certain parts of the treatment or service you receive, and you will be required to pay for that part of your treatment or service. In particular you should note that treatment for complications may in some cases not be covered by insurance and in such cases you agree to cover the cost of your treatment or service.

2.11 Your insurance policy may not cover the cost of Sundry Items or other items such as specialist equipment, like crutches or wrist braces, or it may only cover part of such costs. You will be required to pay for any such items not reimbursed by your insurers before you are discharged.

2.12 If you are authorised for a procedure by your insurer and you choose to have a further procedure which is not covered by your policy, you will be given a Self-Pay price for this procedure. It is your responsibility to ensure that your insurer is made aware of the additional procedure(s).

Self-funded patients

3.1 If you are paying for your own consultation, treatment or service and there are any changes to the treatment or service cost we will advise you of the costs prior to carrying out the treatment or service.

3.2 It is not always possible to give an exact price for the treatment or service you will receive at JHCH and the total cost may depend on a number of factors, including any pre-existing conditions you may have. JHCH will always try to provide an accurate price and if the cost of your treatment or service is likely to exceed this price, JHCH will try to notify you as soon as possible.

3.3 You are responsible for the payment of all treatment or service you receive at JHCH.

3.4 All consultations, treatments or services are to be paid for in advance of your consultations, treatments or services being carried out. Payments will either be compelted on line where you are completing a booking via our self service booking system. For appointments which are arranged via phone or email, you shall be sent an invoice which contains a payment link. Payment methods can be found in section 1.11.

3.5 Confirmation of consultations, treatments or services will be issued once payment has been successfully completed along with a receipt for payment (via stripe for card payments or online payments).

3.6 Where payment has not been received for the consultations, treatments or services JHCH will make every effort to contact the patient however, JHCH reserves the right to cancel the appointment. Where an appointment is cancelled you shall be notified by our customer service team.

3.7 Where a treatment or service are advised at the time of a consultation payment shall be required prior to the treatment or service being carried out as per outline in 3.5.

3.8 Should a consultations, treatments or services be cancelled by JHCH, JHCH will not take any responsibility for costs or expenses incurred by the patient.

Definitions

“Applicable Law” means any and all laws, regulations, guidelines and professional obligations applicable to the provision of Care or the performance of services for you, including the requirements as regards treatment, procurement, research and storage of reproductive material;

“Treatment” means care, treatment, diagnosis provided by us;

“Service” means care services provided by us;

“Products” means goods provided by us;

“Consultants” means all consultants, surgeons and anaesthetists involved in your Care;

“Agreement” means these Terms, your treatments or services and the Admission Form/Consent Form/Patient Deposit Form;

“Price” means how much you will pay for your Treatment;

“Price” means the anticipated and estimated costs of your Treatment Plan according to the treatment or service you select;

Clinic Team” means all staff in-clinic involved in your Care;

JHCH” means JHCH clinics and facilities;

Sponsor” means an employer, or other third party, as identified to JHCH;

Terms” means these terms and conditions/Agreement;

JHCH”, “we” or “us” means Jorja Healthcare Holdings Ltd, its Subsidiaries and related Brands;

JHCH Standard Rates” means JHCH standard rates for treatments or services which we can provide upon request or provided by the customer service team at time of booking;

MRI Terms and Conditions

We believe in the importance of our patients taking control of their health and want to make it easier for patients who are looking to investigate health concerns or are seeking reassurance. On this basis, we are giving our patients the ability to Self-refer at our JHCH clinics.

Please read through and agree to the following information prior to proceeding with a Self-referral booking.

Scans will only be offered to all patients aged 18 and over, or patients aged 10 and above who are accompanied by their parent or guardian.

Magnetic Resonance Imaging (MRI) is extremely safe and does not involve any radiation exposure. However, you are required to complete a safety questionnaire at the time of booking. Please note that this may exclude you from proceeding with the scan or delay the scan, depending on the information you provide.

You will be required to complete a Self-referral form, clearly providing the reasons for requesting an MRI scan, whether it is for a medical complaint or reassurance, we would request that you provide as much information as possible.

If a comparison scan is required, please ensure you provide us with your previous MRI report and MRI images or details of where this can be obtained. Failure to do so may result in a delay on the completion of your report.

You must be registered with a GP, or other responsible medical practitioner (e.g. for overseas patients), to whom we will send a copy of your report.

As a diagnostic imaging clinic, it is a requirement for us to be able to communicate results to a doctor, already involved in your care, so that they may discuss the report and make recommendations about future care. Therefore, we cannot perform any diagnostic imaging scan if you cannot, or do not wish to provide the name and contact information of your registered doctor.

About the scan

Scans will only be performed on the areas which we routinely scan. The Self-referral form will be assessed and protocolled, and you will be advised if we are unable to proceed with the requested examination.

Self-referrals will not be accepted for contrast enhanced scans. If contrast is required, a referral form must be obtained from your registered GP or a specialist.

Self-referrals will not be accepted for monitoring of known malignant disease.

You should be aware that MRI scans may identify unexpected abnormalities, which may or may not require further investigation. In this instance, the findings will be highlighted on the report and any recommendations from the reporting radiologist must be followed up with your GP or specialist.

You should understand that the imaging report may contain medical terminology that may be confusing or possibly upsetting, but neither the reporting radiologist or any staff within the MRI clinic are able to discuss the findings of the scan directly with any patient. All enquiries and/or recommendations must be explored with your GP or specialist.

Your GP will have the ability to contact the reporting radiologist for further information regarding your report.

You are welcome to bring a friend or relative with you, who may accompany you during your scan, subject to safety checks.

You must provide all your contact details, so that we may contact you, and you will be required to confirm your appointment 48 hours prior to your appointment.

After your scan

After your scan, CD images of your scan results are available on request.

After your scan, the radiology report will be sent to your GP or Specialist within the timescale stated on your selected MRI package. We are unable to release the radiology report directly to any patient. You will need to be arrange a follow-up appointment with your GP or Specialist to obtain a copy of your report and discuss your results.

Payment

Neither the NHS nor any private medical insurance providers will fund the costs of a Self-referred MRI scan. As such, all Self-referrals are accepted on a Self-pay basis only. For payment details please see our General Terms and Conditions.

Appointments shall only be confirmed once payment has been received in advance of the appointment and on the date of booking the appointment.

Choosing the right scan for you

You accept that you are solely responsible for choosing the area(s) you wish to have scanned and that you are not replying on any input, clinical or otherwise, from the MRI team or the clinic.

Cancellation or appointment changes

Details around out cancellation or change of appointment can be found on our “Terms and Conditions” page.

Full terms and conditions

Details of full terms and conditions can be found on our “Terms and Conditions” page.

Orthopaedic and Inpatient Terms and Conditions

Payments for procedures are taken in advance of treatment and in full (See our General Terms and Conditions).

Cancellations of Orthopaedic and Inpatient procedures are details in our General Terms and Conditions.

For procedures where a Pre-Assessment has been conducted a charge of £350 is payable. Note this will be deducted from the procedure payment.

Note no refunds will be given for consultations or service prior to Orthopaedic or Inpatient procedures.

Included in the package price:

  • Pre-admission outpatient tests, which includes standard pathology and diagnostic tests (ECG & Chest X-ray), if required.
  • Recovery and accommodation which includes up to a up to 1 night stay in a private en-suite room. There is no reduction in reduced length of stay.
  • Ward medications, ward dressings and ward nursing consumables.
  • Theatre Procedure: Replacement of hip joint procedure, including anaesthetic drugs and theatre consumables.
  • Standard post–op medication issued and used during the inpatient stay.
  • Standard B Braun Prosthesis for main procedure only. If any other brand prosthesis is used these will be charged on top.
  • Standard red cells, platelets, fresh frozen plasma and other blood products.
  • Inpatient physiotherapy, occupational therapy, surgical stockings and crutches, if required.
  • Discharge medication pertaining to the condition being treated by this package (up to £25).
  • All patient meals and non-alcoholic beverages (light meals for day cases).

 

Excluded from the package price:

    • Consultants Surgeon and Consultant Anaesthetist professional fees (charged directly).
    • If High Dependency or /Intensive Care accommodation is required within the package, an additional supplement of £4000 per night is chargeable retrospectively.
    • Diagnostic tests, ultrasounds, MRI, CT, PET and nuclear medicine scan, unless stated above.
    • Prosthesis e.g. implants, grafts, mesh etc including any non B Braun prosthesis.
    • Procedures carried out as additional procedures will be charged as follows:

 

 

LA 

GA 

Additional Minor 

£615 

£675 

Additional Inter       

£810 

£885 

Additional Major 

£1185 

£1385 

Additional Extra Major/Major plus 

£1290 

£1680 

(Please note, prosthesis for additional procedures will be billed in addition.)

  • Additional pathology and supplies not pertaining to the condition being treated by the package.
  • Histology tests (analysis of specimen, if taken), unless otherwise stated above.
  • Neurophysiology, audiology and speech therapy.
  • Take out supplies.
  • Companion beds and catering for relatives / visitors.
  • Personal expenses – telephone calls, additional catering, ambulances, etc.
  • Re-admission for return to theatres.
  • If pathology test Resistant Organism Screen (Mdr) is required, £165 will be charged in addition.
  • If microbiologist services are required, an additional initial fee of £250 will be chargeable. Thereafter a follow up fee of £200 will be chargeable.

A further discount is offered up to a maximum of 2 nights to cover accommodation, nursing, routine drugs and dressings and is chargeable as follows, after which normal billing applies:

  1. Additional nights in ITU after the Package are chargeable @ £3,795 per day.
  2. Additional nights in HDU after the Package are chargeable @ £2,735 per day.
  3. Additional nights in Ward after the Package are chargeable @ £1,200 per day.
  4. Additional nights in Specialised ward after the Package are chargeable @ £1,530 per day.

Please note extra procedures, diagnostic, pathology tests or therapy, are chargeable on top of the above accommodation rates, thereafter normal billing rates apply.

Please note that should you be claiming back from an insurer, another third party or a sponsor this package is not valid and a full itemised invoice will be raised. In these circumstances JHCH reserves the right to charge the standard tariff and not the package price.

Understanding The Risks
  1. What is a ‘spinal’?

For many operations, it is usual for patients to have a general anaesthetic. However, for operations below the waist, it may be possible for you to have a spinal anaesthetic instead. This is when a local anaesthetic is injected into your lower back (between the bones of your spine). This provides anaesthesia from the waist down so that you do not feel any discomfort during the operation. With a spinal anaesthetic, you can stay awake during the procedure. Typically, the effects of a spinal anaesthetic last for a few hours. Other drugs may be injected at the same time to help with pain relief for many hours after the anaesthetic has worn off. 

During your spinal anaesthetic, you may be: 

– Fully awake 

– Sedated – with drugs that make you relaxed or drowsy, but you will not be completely asleep, and you may be aware of your surroundings. 

For some operations, a spinal anaesthetic can also be given before a general anaesthetic to give additional pain relief after your operation. 

 

  1. Why have a spinal?

Based on your personal health, there may be benefits to you from having a spinal anaesthetic. The anaesthetist will discuss this with you and help you decide about what will be best for you. 

The advantages of having a spinal compared with having a general anaesthetic may be: 

-         Lower risk of a chest infection after surgery. 

-         Lower risk of developing blood clots in the legs. 

-         Less negative effect on the lungs and breathing. 

-         Good pain relief immediately after surgery. 

-         Less need for strong pain-relieving drugs that can have side effects. 

-         Less sickness and vomiting. 

-         Earlier return to drinking and eating after surgery. 

 

  1. How is the spinal performed?


1.   You may have your spinal in the anaesthetic room or in the operating theatre. You will meet the aesthetic assistant who is part of the team that will look after you. 

2.   The anaesthetist or the assistant will connect monitors to measure your heart rate, blood pressure and oxygen levels and any other equipment as required. 

  1. Your anaesthetist will first use a needle to insert a thin plastic tube (a ‘cannula’) into a vein inyour hand or arm. This allows your anaesthetist to give you fluids and any drugs you may need.
  2. You will be helped into the correct position for the spinal.

  3. You will either sit on the edge of the bed with your feet on a low stool or you will lie on your side, curled up with your knees tucked up towards your chest.

6. The anaesthetic team will explain what is happening so that you are aware of what is taking place. 

  1. Local anaesthetic is injected first to numb the skin and make the spinal injection more comfortable. 
  2. The anaesthetist will give the spinal injection; you will need to keep still for this to be done. A nurse or healthcare assistant will usually support and reassure you during the injection.
  3. Sometimes, a urinary catheter (a flexible tube to drain urine from your bladder) may be required. If you need one, it will be inserted after the spinal has started working. 

 

  1. What will you feel?


A spinal injection is often no more painful than having a blood test or a cannula inserted. It may 

take a few minutes to perform, but can take longer, particularly if you have had any problems with your back or if you have obesity. A few attempts may be required in some cases. 

-     During the injection, you may feel pins and needles or an unusual sensation in one of your legs if you do, try to remain still, and tell your anaesthetist. 

–     When the injection is finished, you will usually be asked to lie flat if you have been sitting up. 

–     The spinal usually begins to have an effect within a few minutes. 

-     To start with, your legs and tummy may feel warm, then numb to the touch. Gradually you 

will feel your legs becoming heavier and more difficult to move. This is perfectly normal and 

means that the anaesthetic is working. 

-     When the anaesthetic is working fully, you will not be able to lift your legs up and you will not feel any pain in the lower parts of the body. 

 

  1. Testing if the spinal has worked.

Your anaesthetist will use a range of simple tests to see if the anaesthetic is working properly, which may include: 

-    Spraying a cold liquid and asking if you can feel it on your legs and tummy. 

-    Gently touch your legs and tummy with a blunt-ended instrument asking you to lift your legs. 

 It is important to concentrate during these tests so that you and your anaesthetist can be reassured that the anaesthetic is working.  

 

  1. During the operation (spinal anaesthetic alone)

In the operating theatre, a full team of staff will look after you. If you are awake, they will introduce themselves and try to put you at ease. 

The anaesthetist and the anaesthetic assistant will be looking after your safety and well-being throughout the operation. 

You will be positioned for the operation. You should tell your anaesthetist if there is something that will make you more comfortable, such as an extra pillow or an armrest. 

You may be given oxygen to breathe, through a lightweight, clear plastic mask, to improve oxygen levels in your blood. 

You will be aware of the ‘hustle and bustle’ of the operating theatre, but you will be able to relax, with your anaesthetist looking after you. 

You may be able to listen to music during the operation. If you are allowed, bring your own music, with headphones. Some units supply headphones or play music in the operating theatre. 

You can talk with the anaesthetist and anaesthetic assistant during the operation. This will depend on whether or not you have been given sedation. 

If you have sedation during the operation, you will be relaxed and maybe sleepy. You may snooze through the operation, or you may be awake during some or all of it. You may remember some, none, or all of your time in theatre. 

  

  1. Procedure Risks 

As part of our consent procedure, the following risks were discussed with you during your consultation: 

Risk of infection – The procedure carries a risk of infection and the national infection rate for these procedures stands at 0.5% to 5%.

Risk of general anaesthetic – There are risks associated with having a general anaesthetic or, indeed a spinal anaesthetic. Some people have an adverse reaction, which can be fatal in very rare cases.  In the United Kingdom, we must give you a worst-case scenario as part of the consenting process.  The chances of an adverse reaction to an anaesthetic agent is extremely low and the chances of having a fatality from this are vanishingly low. 

Risk of thrombosis or blood clots – There is a risk of having a blood clot either in your calf or your lungs.  This is called a deep vein thrombosis that occurs in the calf or a pulmonary embolus if it occurs in the lungs.  The risk of this happening is extremely low with this procedure.  The national average quoted is 1 per 1000 hip replacements performed.  With the technique that is carried out, most patients are able to walk on the day of surgery or the day following really quite comfortably, and it is early mobilisation that reduces the risk of thrombosis or blood clots.  As mentioned above, these can occur and they can be fatal, but again, we are giving you the worst-case scenario as part of the consenting process, which we are legally obliged to follow in the United Kingdom. 

Risk of nerve or vessel damage – There is a risk of damaging a nerve or a vessel when carrying out the hip replacement.  The risk of this is extremely low.

Intra-articular fracture – There is a possibility that during the procedure, a fracture could occur either when the cup is inserted into the pelvis or when the stem is inserted into the femur.  This is something that is detected at the time and then dealt with.  This may affect your rehabilitation which might be a little slower.  Fractures can occur late following the surgery and this is something that we will monitor in the outpatient department.  We pick this up with an x-ray.  Fortunately, the chance of this complication is extremely low. 

Leg length discrepancy – There is a risk that when we insert the new hip that to get this into the right level of tension such that the hip is balanced and stable, we can make the leg slightly longer or shorter.  We do digital templating as part of our preoperative planning process using software, and we normally get the prosthesis to within 5 mm.  It is extremely uncommon for the leg length to change by more than 15 mm, and it is at this point where patients detect a difference.  It can occur, and it is something we need to make you aware of, but it is extremely unlikely. 

Risk of stiffness – Most patients do extremely well following a hip replacement and significantly improve their range of motion.  Some patients even return to a normal level of motion, but that is uncommon.  Most patients will still experience a minor amount of stiffness following a hip replacement procedure, but their range of motion will be infinitely better than it was prior to the procedure, as most hips are extremely stiff prior to a total hip replacement. 

Risk of dislocation – There is the possibility that the hip can dislocate.  The national statistics quote between 1 and 5% of total hip replacements being carried out in the United Kingdom dislocate.  Over 100,000 are carried out each year, meaning between 1000 and 5000 patients have this complication.  Sadly, this does occur, which normally means that the implants aren’t optimally positioned, and the surgery needs to be revised and repeated. 

Risk of chronic pain – With any major surgical intervention, there is a chance of developing chronic pain to a mild-to-moderate or significant degree after surgery.  Fortunately, total hip replacement surgery carries the greatest improvement in quality of life other than cataract surgery.  These two together are considered to be the procedures that we carry out in surgery and across all surgical fields to improve life quality more than any other surgical intervention.  Having said that, some patients don’t do well and go on to develop pain to a mild-to-moderate or significant degree.  This is extremely uncommon. 

Risk of early failure of the implant – Your hip replacement should last a significant amount of time.  The 10-year survivorship is in the high 90s, and the 20-year data is in the high 80s regarding the percentage of hip replacements that fail.  In other words, most patients get at least 20 years out of their hip replacement before they need to have it changed.  We are even beginning to see some good 30-year data.  Having said that, the hip prosthesis could fail early, within a few months or a few years.  This will manifest itself with pain and stiffness; we would then normally detect this on an X-ray.  The answer to this would be a revision hip replacement. As mentioned above, the long-term survivorship of modern total hip replacement implants is extremely good. 

Product Terms and Conditions

Section 1

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services.

Section 2 – General Conditions

We reserve the right to refuse service to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

Section 3 – Accuracy, Completeness and Timeliness of Information

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

Section 4 – Modifications to the Service and Prices

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

Section 5 – Products or Services

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any colour will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

Section 6 – Accuracy of Billing and Account Information

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the email and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

Section 7 – Optional Tools

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

Section 8 – Third Parties

Certain content, products and services available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

Section 9 – User Feedback and other tools

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, ‘comments’), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false email address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

Section 10 – Personal Information

Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

Section 11 – Errors, inaccuracies, and omissions

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

Section 12 – Prohibited uses

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

Section 13 – Disclaimer of warranties; limitation of liability

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall JHCH (PCHL) and its Brands, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

Section 14 – Indemnification

You agree to indemnify, defend and hold harmless JHCH and its Brands and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

Section 15 – Severability

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

Section 16 – Termination

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

Section 17 – Entire Agreement

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

Section 18 – Governing Law

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of England.

Section 19 – Charges to Terms of Service

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

Section 20 – Contract Information

Questions about the Terms of Service should be sent to us at hello@jorjahealthcaregroup.com

Product Refunds and Returns

We hope you’ll love your JHCH order but if you want to return any of it we will happily refund you for any items you return to us in an unused and resalable condition within 28 days of receipt.

This excludes the following:

  • perishable items (e.g. food and baby milk)
  • medicines
  • items personalised for you
  • sealed products which are not suitable for return due to health or hygiene reasons if unsealed after delivery (unless these items were damaged or faulty when delivered to you or have been incorrectly delivered)
  • does not apply to treatments, consultations and servies

Returned items must be unused and in their original packaging.

You can either return your items to your local clinic or send back to us.

Online Returns

To arrange a return of a product please email hello@jorjahealthcareholdings.com. Please note the consumer bears the cost of returning goods to JHCH. We would recommend you send items recorded to the address provided by our customer service team.

 Return to Clinic

Returning all or part of your order to our clinics is easy; providing the items meet our returns requirements drop off your items in clinic and a member of the customer service team will be in touch to arrange your refund.

Faulty goods

For faulty items, please email hello@jorjahealthcareholdings.com and a member of the team will get in touch with you and either offer an exchange or refund depending on item availability.

Warranties

All of our electrical and electronic items carry a 1-year warranty subject to terms and conditions available on request.

This does not affect your consumer and statutory rights.

We offer a nationwide delivery service across the UK using a large network of couriers to make sure our customers are receiving their orders when they expect them!

We allocate the delivery partner based on the delivery method selected and the value of your order.

If you order multiple items, your orders may be sent in multiple deliveries. You’ll be able to see whether they’ve been shipped separately once you receive tracking information for your order.

UK Standard Delivery

At just £5.99, our Standard Delivery service gives customers quick and efficient delivery.

  • Delivery is usually within 5 working days of your order being placed
  • Delivery is usually Monday to Saturday (excluding Public Holidays)