Terms and Conditions

These Terms and Conditions (“T&Cs”) govern the provision of nursing care (“Services”) delivered by independent Advanced Nurse Practitioners (“Practitioners”, “Specialist Nurses”, “Stoma Nurses”, “iPouch/Pouch Nurses”) engaged through TWINS for iPouch & Stoma Patients Ltd, (“TWINS”, “the Company”, “we”, “us”). By booking or receiving Services, you (“you”, “Patient”, “Client”) agree to the following:

1.    Scope of Services

The nurses agree to provide nursing services as agreed upon in the service agreement. The scope of services will be outlined in the individual care plan developed for each client. You can consult our ‘Services’ webpage for the full list of services.

·      Comprehensive care delivery of nursing interventions for patients with digestive, bowel, and urinary-related conditions.

·      Provision of education, self-care training, and ongoing support.

·      Optimisation of health and quality of life.

·      Referral or signposting to other healthcare professionals where clinically indicated.

·      To prevent delays in your care, you may be seen by a different nurse at each appointment, based on availability. Your nurse will hand over your care to another nurse as required.

2.    Practitioner Autonomy

·      Each nurse practitioner exercises full clinical autonomy.

·      They make independent decisions based solely on your individual needs, clinical guidelines, and best evidence.

·      TWINS for iPouch & Stoma Patients Ltd does not direct or override any clinical decision made by your nurse practitioner. 

3.    Qualifications & Standards

All Practitioners engaged by TWINS for iPouch & Stoma Patients Ltd: 

·      Hold current registration with the Nursing and Midwifery Council (NMC) 

·      Have enhanced DBS clearance

·      Carry valid professional indemnity insurance 

·      Maintain ongoing Continuing Professional Development (CPD) 

·      Adhere strictly to evidence-based practice and professional guidelines 

4.    Patient Responsibilities 

You agree to:

·      Provide full, accurate and up-to-date health information 

·      Follow agreed care plans and advice 

·      Attend scheduled appointments or give at least 24 hours’ notice to cancel or reschedule 

·      Settle any fees by the due date

5. Consent & Confidentiality 

·      All care is provided on the basis of informed consent. You may withdraw consent at any time.

·      Your personal data and clinical records are held securely in compliance with GDPR and TWINS Information Governance policies and standards.

6. Fees, Cancellation & Refunds

You can pay for your care directly, as a self-paying customer, or via your insurance company (upon insurer approval). Your nurses accept payment via bank transfer.

·      Nurses’ fee schedule will be provided at the time of booking. 

·      Late cancellations (less than 24 hours’ notice) may incur a charge of up to 50 % of the session fee. 

·      No-shows will be charged the full session fee. 

·      Refunds are at the nurse’s discretion, subject to application in writing within 7 days of the appointment.

·      Refunds for prepaid subscription services will be provided if the Company is unable to deliver the agreed-upon services.

7. Liability & Indemnity 

·      TWINS for iPouch & Stoma Patients Ltd acts as the engagement entity only; nurse practitioners are individually responsible for their clinical practice.

·      The liability for any claim related to the provision of services shall not exceed the total amount paid for the services.

8. Complaints & Resolution

·      If you have concerns or wish to make a complaint, please address any disputes or complaints to the nurse provider in writing within 7 days of the incident.

·      The nurse will acknowledge receipt within 7 days and resolve them within 20 working days.

9. Amendments – We may update these T&Cs from time to time. Any changes will be published on our T&Cs webpage. Continued use of Services after publication constitutes acceptance.

10. Governing Law – These T&Cs are governed by English law. Any dispute shall be subject to the exclusive jurisdiction of the English courts.

11. Contact Information – For any inquiries or concerns regarding these terms and conditions, please contact us by email.

By agreeing to your appointment with your nurse, you confirm that you have read, understood, and agree to these Terms and Conditions of Care.