Terms and Conditions

Before Your Consultation

  • Appointment Details: Please check your appointment's date, time, and location.

  • What to Bring:

    • Insurance records (if applicable)

    • List of current medications

    • Previous medical/surgical records (if applicable)

    • Any relevant test results

  • Arrival Time: Please arrive 5-10 minutes early to complete the necessary paperwork.

  • For insured patients: You are requested to contact your insurance provider to inform them of the consultation and obtain an Authorisation Code before your appointment. Please provide our Secretary (Mrs Amanda Pashley) with this Authorisation code and your insurance details (name of Insurance provider, policy number). Please note that insurers may have different authorisation codes for each appointment. It is possible that your insurer may only cover you for a limited number of follow-up consultations. Therefore, you are responsible for checking the details of your insurance policy and the number of follow-up consultations covered with your insurer. If your insurer fails to cover you beyond your agreed number of consultations, you will be expected to self-pay for your follow-up consultation.

  • If your insurer fails to cover you beyond your agreed number of consultations, or if they do not cover you for certain procedures, you will be expected to self-pay for your follow-up consultation.

  • DNA (Did Not Attend): If you are unable to attend the booked appointment, please inform us at least 24-48 hours in advance.
    If you do not attend your appointment without informing us at least 24-48 hours in advance, we will note this in our records.
    If you cancel your appointment within 24 hours of your appointment date, or if you do not attend, you will be charged a late cancellation / Did Not Attend fee of £75.
    This applies to both Self paying and Insured patients. Please note that your insurer is not liable to pay this charge, it must be settled by yourself. 
    Additionally, the next time you book an appointment, you will be asked to pay a booking fee to reserve your appointment. This booking fee will be deducted from your final invoice.

  • For patients suffering from Dizziness or vertigo, we request that you not drive yourself to the clinic, as the diagnostic tests performed on you may temporarily worsen your symptoms.

During Your Consultation

  • Please check your email address and mobile number, as it will be used for further communication.

  • We use Practice Management software (Semble) to store patient records electronically. 
    For further information, please visit https://www.semble.io/

  • We also use an AI Medical Scribe (Heidi Health), which records audio and transcribes it into consultation notes. This allows us to give you our full, undivided attention.
    For further information, please visit https://www.heidihealth.com. 

  • For our billing/invoicing, we use a Medical Billing company called MedServ. You will receive all invoices from them, with information on how you should pay for your consultation.
    By attending a consultation with us, you agree to your personal details (name, date of birth, contact details, diagnostic procedure/surgery codes) being shared with MedServ for the purposes of invoicing only.
    For further information, please visit https://www.medserv.co.uk/privacy_policy. 

  • A typical consultation will last around 20 minutes.

  • Consultation Process:

    • History & Review: We will discuss your medical/surgical history, current symptoms, and any concerns you may have.

    • Physical Examination: A physical examination may be performed depending on your symptoms. Diagnostic procedures may also be performed in the clinic during the consultation. 
      These will be invoiced in addition to the consultation and are payable directly to Bidaye ENT Surgery through MedServ. 
      Please speak to the consultant if there are any issues before the procedure.

      Please see below a list of our charges for self-paying patients:
      Initial Consultation: £200
      Follow-Up Consultation: £150
      Ear examination/ otoscopy / tuning fork tests: included within the consultation charges
      Flexible Nasolaryngoscopy: £100 (on your invoice, this procedure will be reflected as code E2501 or E1780)
      Nasal Septum Cauterisation: £110
      Epley's Procedure (balance testing): £75
      Ear micro suction (wax removal): £100
      Intra-tympanic steroid injection: £185

    • Diagnostic Tests: If necessary, we may recommend diagnostic tests (e.g., blood tests, hearing tests, imaging) to gather more information about your condition.

    • Discussion and Questions: We will explain our findings, discuss potential treatment options, and answer any questions you have.

After Your Consultation

  • Invoice and Payment: 
    - For self-pay patients: You will receive your invoice from a company called MedServ, who manages our billing for us. We do not collect your Debit / Credit Card details at any point before or after the consultation.
    The Hospital (e.g., Three Shires Hospital, under the banner Circle Health) will charge you a separate invoice for the diagnostic procedures performed. These are charges for the equipment used during the diagnostic procedure, which need to be sterilised after each patient's use. 
    Please note that this is separate from the diagnostic procedure charges that are payable to Bidaye ENT Surgery. 
    For example, for a flexible nasolaryngoscopy, Bidaye ENT Surgery charges £100, and Three Shires Hospital (Circle Health) charges £97.50 separately (as of January 2025).
    Three Shires Hospital (Circle Health) will also charge you separately for ear wax cleaning.
    Charges issued by Three Shires Hospital (Circle Health) are     in addition to those issued by Bidaye ENT Surgery (via MedServ), and patients are expected to settle both invoices.

    By attending your appointment, you are agreeing to our charges as outlined in this Welcome Letter.

    Please note that we reserve the right to apply a late payment charge of £50 to your invoice, should you fail to settle your invoice beyond the Final Notice issued by MedServ.

    For further details regarding the hospital’s charges, please reach out to Three Shires Hospital’s Patient Billing team on 01604 620311.  
     

  • - For insured patients: MedServ will bill your invoice directly to your insurance provider. Please let us know during/after your consultation if you want us to email you a copy of your invoice for your records. 
    If the insurance company fails to clear your entire invoice for any reason, you will be requested to settle the rest of the payment through MedServ.
    Please check your agreed excess with your insurance company prior to the appointment.
    This excess will be payable directly to Bidaye ENT Surgery via MedServ. Your insurance company & MedServ will provide you with further information regarding this. 

    It is possible that your insurer may only cover you for a limited number of follow-up consultations. Therefore, you are responsible for checking the details of your insurance policy and the number of follow-up consultations covered with your insurer.
    If your insurer fails to cover you beyond your agreed number of consultations, you will be expected to self-pay for your follow-up consultation.


    Sometimes, your insurance company may request us for our consultation notes before settling our invoice. Please note that we are required to provide the information to them per their request.

  • Letters: A consultation letter will be emailed to your GP / Referrer, and you will receive a copy at your registered email address. 
    - As per the GMC (General Medical Council) guidance, we are expected to keep your GP informed of your medical condition. If for any reason, you do not want us to communicate with your GP, you MUST inform us by emailing us before your appointment; alternately, you may inform Mr Bidaye clearly during your consultation.

  • Follow-Up: We will provide instructions for follow-up appointments or further tests if needed.

  • Prescriptions: All prescribed medications, including dosage and potential side effects, will be explained. The private prescription will be sent via email and can be picked up from your local pharmacy. 

Important Information

  • Emergency Contact: In case of an emergency, please call 111 or go to the nearest A&E.

  • Office Hours: Mon – Fri (09:00 – 17:00)

  • Contact Us:
    Mrs Amanda Pashley 
    Private Secretary for Mr Bidaye
    Email: secretary@entsurgery.org
    Mobile number: +44-7407605900

    Invoicing/Billing queries: manager@entsurgery.org 

  • Please note that your phone number may be shared with Doctify (https://www.doctify.com/uk/about/doctify) for anonymous feedback on your consultation and experience with us.

Patient Rights and Responsibilities

  • Your Rights: You can receive information about your health, ask questions, and make informed decisions about your care.

  • Your Responsibilities: Please provide accurate information, follow prescribed treatments, and keep scheduled appointments.

Thank You

Thank you for choosing Bidaye ENT Surgery. We look forward to providing you with the exceptional care you deserve.