Prosper CRM patient service terms

B2C service scope

The Prosper CRM supports patient-facing healthcare services requested by individual patients. The CRM may be used to collect registration details, health information, questionnaire responses, booking requests, identity and payment references, consent records, clinical notes, prescriptions, pharmacy communication, follow-up information, and secure operational audit evidence needed to provide and administer the service.

No emergency service

Do not use these forms for emergencies. If someone is in immediate danger or has a life-threatening emergency, call 999 or go to A&E. For urgent but non-emergency health advice, use NHS 111 online or call 111.

Triage and booking limits

Submitting a patient intake form or appointment request does not guarantee treatment, diagnosis, prescribing, appointment confirmation, or service acceptance. Requests may require review, identity checks, eligibility checks, payment checks, clinical review, or manual follow-up.

Fees, payment and repeat requests

Where a fee is payable, the CRM may create an internal invoice and a linked payment request. Payment references are used for reconciliation and audit. Payment does not guarantee that a medicine, prescription, test, appointment, letter, certificate or other clinical outcome will be provided.

For repeat medication or clinical service requests, Prosper Healthcare may charge an upfront clinical review or consultation fee before a clinician reviews the request. This fee is for the professional review, consultation, administration and related service work. It is not a guarantee that a prescription, medicine supply, dose change, certificate, letter or other requested outcome will be approved.

A prescription or medicine-related request will only be released for fulfilment after the required clinical checks are complete and any required payment has been confirmed. If payment is not completed, Prosper Healthcare may pause or cancel release, signing, pharmacy handoff, collection, dispatch or other fulfilment activity.

The team may ask for a questionnaire, proof, monitoring information, identity checks, an appointment or a clinical consultation before deciding whether the requested service is suitable. A clinician may decline, amend, defer or request more information even where a payment has already been made.

Cancellations and refunds

If you cancel before clinical or administrative work has started, a refund may be available. If work has already started, any refund may be reduced to reflect the work already carried out, including triage, clinical review, identity checks, questionnaire review, prescription review, pharmacy liaison, payment processing or administrative work.

If you pay an upfront clinical review or consultation fee and a clinician decides the requested prescription, medicine, dose, supply route or service is not suitable, the fee may still be payable for the review work already completed. Prosper Healthcare may offer a full refund, partial refund, alternative service, referral recommendation or no further action depending on the reason for the decision, the work already carried out and any service-specific terms shown at the time of payment.

If you have paid separately for a medicine, supply item or fulfilment element that cannot be supplied, that unsupplied element will normally be refunded unless a specific service term says otherwise. Review, consultation, administration and payment-processing elements may be treated separately from medicine or supply elements.

Refunds are returned to the original payment method where possible. Card and payment-provider processing times may apply.

Information accuracy

You are responsible for entering accurate information and updating the team if anything changes. Clinical or appointment decisions may be delayed or declined if information is incomplete, inaccurate, unsafe, or outside the service scope.

Security and hosting model

Prosper Healthcare Services use HTTPS/TLS, firewalls, role-based access controls, audit logging, secure cloud infrastructure, backup controls and other technical and organisational measures to protect information submitted through the patient record and CRM. Application data, clinical records, databases, backups and related cloud infrastructure for the live CRM service are hosted using Amazon Web Services infrastructure. Access to personal and clinical data is restricted to authorised users and monitored through security and audit controls.