FAQ Page
Our Appointments Security Remote Appointments Patient Letters & Documents Feedback



SECTION 1: OUR APPOINTMENTS

We offer all Urgent Appointments via remote means. Please book an urgent appointment and we will consult with you via telephone or video - it is your choice! If you specifically want an urgent visit, please call us.

Our availability is as you see it on our booking pages. Out-of-hours GP advice calls can be arranged via our phone lines (we answer and check voicemails promptly 7 days a week), however we don’t guarantee availability, which will be subject to any doctors being available. These should never replace calling 999 or 111 if you are experiencing a possible medical emergency.

All our GPs work in the NHS, and have other commitments, and we cannot guarantee your preferred doctor will always be available to speak with you. But rest assured, we are an exceptionally close-knit team of dedicated health professionals and we all keep in close communication. You can rest assured your chosen Avante GP will be made aware and updated each time you consult with us. Following our remote appointments, where urgent in person care is required/ requested, we can arrange for you to be seen on demand, including GP and care assistant home visits. Tariffs are listed on our pricing page and on our booking page, or alternatively make a direct enquiry via our Contact Us page.

Book whoever you like, whenever you see we are free!

Across our catchment area we offer clinic appointments and scheduled visits. Visits are scheduled to enable us to efficiently offer our service to your specific location. If you want a home visit, please make an enquiry via our booking page or contact us page.

Please contact us to enquire, or feel free to try our telephone and video appointments any time!

All our doctors are qualified GPs, and registered on the General Medical Council Medical Register. You can look up the registration details of our doctors on the GMC website:

GMC - The Medical Register.

SECTION 2: Security

The aims of identity verification is:

  • to confirm that the applicant’s claimed identity exists in the real world,
  • that the applicant is the owner of the identity
  • that it is genuine

If we are dissatisfied with your identification, once we have established you are not in need of acutely urgent care we will advise you what to obtain or endeavour to provide other ways you can seek healthcare of an appropriate urgency in person.

We follow 'Good Practice Guidance on Identity Verification' https://www.england.nhs.uk/wp-content/uploads/2015/03/identity-verification.pdf

Our first consultation must be via video or in person so we can check your ID. This is an essential part of our safe registration processes. With your permission, we will take a screenshot of your photo ID and store it securely so it is available for us for future consultations. If you prefer us not to that is fine too - we will simply need to check your ID each video consultation you have with us.

To consult with a child we require: A parent or guardian to be ID checked and registered with us (we can register you for no added cost during your child's first consultation) The child to be present during the video call A birth certificate, hospital discharge summary or other legal documentation that shows the relationship between the registered adult and your child.

We wish we could take your word for it, but online meetings can come with risks which we must mitigate. It is very important to us at Avante that confirm the above so we know you are a family.

If we have previously ID verified you, we will ask you to verify some credentials at the start of your call. If we haven’t ID verified you before, we will need to take a quick video call before or at the start of your consultation to view your ID and you, after which we are more than happy to revert to voice only calls. If you would prefer someone else to ID verify you, for instance if you have booked a telephone call with a male clinician but are more comfortable video calling with a female, we can arrange for a member of our admin team to ID verify you. If you have no means to video call with us, please contact us.

We are passionate about delivering safety to both patients and staff. We have used our collective healthcare experience in both private digital and NHS settings to develop clinical and non-clinical policies and protocols through which we achieve the highest levels of safety. We have a rigorous recruitment process ensuring all staff are registered and fully up to date with their professional development, and provide a training in delivering remote consultations safely.

All our staff have a Disclosure and Barring Service check.

It is our policy to record all our consultations, unless patients expressedly request us not to. This is explained in greater detail in our terms and conditions, a copy of which is available on our website, and patients are reminded with each booking confirmation.

All recordings are kept securely and in accordance with GDPR and the UK Data Protection Act 2018. Recording consultations follows General Medical Council advice - https://www.gmc-uk.org/ethical-guidance/ethical-guidance-for-doctors/making-and-using-visual-and-audio-recordings-of-patients/recording-telephone-calls

No. Almost all smart phones will be able to load up a video link with us in your usual browser. Follow the instructions we send after you have booked.

At the moment, we can only consult with you when you are in England.

Rest assured that we are working hard on the hurdles so we can provide our UK-based customers care when they are travelling to other locations in the world - watch this space!

All our doctors consult from private offices with a shut door, to ensure no one else within the building they are located can hear your consultation.

We ask you when you book to find a confidential space from which to take your call, to ensure wherever you are the conversation also remains confidential.

Sometimes your doctor might recommend to reschedule your appointment if it becomes clear you have been unable to find a confidential location when your consultation starts. This could happen if, for instance, you are in a busy open plan office or on public transport.


SECTION 3: Remote Appointments

A remote appointment is assessment and advice from a GP. Many times we will also be able to treat you. But if a problem clearly needs to be seen in person - for example a painful swollen wrist following a fall, or an acute asthma exacerbation, we do not recommend a remote consultation. However, if you would like to speak with us first and can access an appointment with us without delay, we are always happy to provide you with our advice.

Please see our pricing tab above for more information

We will have our own medical records from previous consultations with you, however unfortunately we do not have access to your full NHS medical record. If you hold or obtain any summary print outs of your medical records or any other relevant documentation, as long as you are happy to share it with us, we can upload it to your Avante medical record.

Many, but not all, conditions can be treated remotely - click here to find out more. Sometimes you require an in person examination, and sometimes you require tests

SECTION 4: Patient Letters and Documents



SECTION 5: Feedback

We welcome all feedback and love to hear about your positive experiences Feelf free to email us, of visit our profiles on iwantgreatcare.co.uk

We always hope you experience good care from us, and are disappointed whenever we find this is not how you feel. If you feel disappointed we always encourage you to call or email us and we are more than happy to see if we can put things right by understanding your experience and seeing what we can do to put things right.

If you feel the need to formally complain, please write to us. You can send a letter to our email support@avantehealth.co.uk, or post a letter to us at:

Avante Health
47 Alma Road
Windsor
SL4 3HH

We will acknowledge receipt of your complaint in writing within 2 working days, and we aim to fully investigate and write you a response within 30 working days. We will keep you informed of our progress, and if there is any delay, we will provide you with an explanation for the delay.

If our response is not satisfactory to you, you can request a further investigation. Alternatively, our doctors are registered with the Independent Doctors Federation and you can contact them by visiting https://www.idf.uk.net/patients/patient-complaints.aspx, calling a member of their team on 020 3696 4080, or emailing them at info@idf.net . They can review your complaint for you, and if required arrange an independent external adjudication from a company called ISCAS.

If the response from ISCAS is not satisfactory to you, other organisations you may wish to consider contacting include the care and quality commission (CQC), or if your concern is about a specific doctor the General Medical Council (GMC).