Policies & Terms

Plain Language Summary

We know policy documents can be long and hard to get through, so here is the gist of what they all say in plain language.

• Website Terms of Service: This website is mainly for information about BGM Health Limited and its services. It is not an emergency service and should not be used for urgent medical problems. Reading the website or sending a general enquiry does not automatically create a doctor-patient relationship. We try to keep things accurate and up to date but some information may change. Do not misuse the website or try to gain unauthorised access.
• Cookie Policy: We use cookies and similar technologies to help the website work, remember your settings, and understand how people use the site. Some cookies are essential and others need your consent. We handle any personal data from cookies in line with our Privacy Notice.
• Privacy: We are registered with the ICO and comply with UK GDPR. We collect only what we need, keep it safe, and never sell your data. You can contact us any time to ask what we hold or request deletion.
• Complaints: You can complain by email, telephone, or in person, and ask for help or nominate a representative if needed. We normally acknowledge formal complaints within 3 working days and respond within one calendar month. Complaints are handled independently where there is a conflict of interest, with access to internal appeal and independent adjudication where appropriate.
• Consent: We explain proposed care, benefits, material risks, alternatives, costs, and the limits of remote care so you can make your own informed decision. We support people who may have difficulty deciding, assess capacity for the specific decision, and respect a refusal or withdrawal of consent.
• Equality, Diversity & Human Rights: We treat patients and staff fairly, with dignity and without unlawful discrimination. We consider communication, cultural, religious, language, disability, and digital-access needs, make reasonable adjustments, and record relevant needs so they do not have to be repeated.
• Safeguarding: Protecting children, young people, and adults at risk is everyone's responsibility. In remote care we check identity, location, privacy, and possible influence by others. We record every concern and escalate promptly to our Safeguarding Lead, the relevant local authority, or emergency services.
• Information Governance: Confidential and personal information is protected, accessed appropriately, shared lawfully, and kept secure.
• Records Management: Records are created, stored, retained, accessed, and disposed of securely and lawfully.