OcuPlan Free Membership Patient Terms and Conditions
We advise that you familiarise yourself with this whole documentation to understand the OcuPlan Terms and Conditions for patient Members.
1. Definitions
(a) Member - The term used to define the individual who has signed up for the OcuPlan Free Membership
(b) Service - The term used to define the OcuPlan Free Membership
(c) We, Us, Our - The terms used for OcuPlan
2. Access to Services
By signing up to the Service, you are granted access to the free services provided. This includes:
(a) The rapid advice line - To be used when a Member sees a sudden change in their vision and wants the quick opinion from the OcuPlan Clinical Team. The feedback from the Clinical Team is dependent on the information provided by the Member. The OcuPlan Clinical Team will provide impartial advice based on the information provided by the Member. OcuPlan don’t bear any clinical responsibility for the advice provided. The OcuPlan Clinical Team is committed to providing a response within 24 hours of speaking to the patient. The Member can use the service by calling 0207 173 5204. This line is open from 9am - 5pm Monday to Friday. If calling outside of these hours or if the OcuPlan Clinical Team can’t answer, the Member should leave a message.
(b) Ask a consultant service - To be used when a Member requires information or advice from an OcuPlan Consultant Ophthalmologist on their condition that isn’t considered to be urgent. The Member can use this service by visiting ocuplan.co.uk/ask-a-consultant. OcuPlan don’t bear any clinical responsibility for the advice provided. The OcuPlan Clinical Team is committed to providing a response within 3 working days.
(c) Help and guidance material - By joining the OcuPlan Free Membership, the Member agrees for OcuPlan to send information and content to the contact details provided. OcuPlan don’t bear any clinical responsibility for the guidance provided.
OcuPlan reserve the right to add, remove or change the services offered to OcuPlan free members at any time, without notice.
OcuPlan reserves the right to remove Members from the Free Membership at any time.
3. How is my data protected?
OcuPlan complies with data protection law and follows good practice.
OcuPlan protects the rights of clients. It is open about how it stores and processes individuals’ data and protects itself from the risks of a data breach. In order to provide you with this service we will hold and use information relating to you. This information is called personal data. We will also use your personal data to analyse our service and for audit purposes to improve our services in the future. We have to hold your data for other reasons such as to protect us from fraud and legally we do have to hold some data on you to be able to process payments. We may receive and share personal data with eye consultants, optometrists and administration teams in order to actually be able to provide you with a service. We may also have to share your data with organisations responsible for fraud prevention if required. We will use your personal data to keep in touch with you and to remind you when your consultation is due. Please familiarise yourself with our Privacy Notice, which is available to view on our website, or a paper copy can be sent to you if required.
We have strict procedures to ensure that personal data is kept secure. If you would like to you can see what personal data we hold on you by contacting us in writing. We will often need to confirm this request is genuine by checking your ID with a phone call. There may be a charge if you want to do this.
If you have any questions about the personal data we hold and how we use it please write to us at OcuPlan Limited, Kingsway House, 40 Foregate Street, Worcester, WR1 1EE.
4. Cancellation of your Free OcuPlan Membership
You are free to cancel your OcuPlan Free Membership anytime. Simply email us on support@ocuplan.co.uk detailing your name and email address requesting to end your membership. We will provide confirmation once actioned.
4. Miscellaneous
(a) You cannot use your free OcuPlan Membership to carry out visits to an OcuPlan consultant ophthalmologist or opticians store.
(b) As a Member of the OcuPlan Free Membership, there is no contract. If you want to upgrade to a paying membership, OcuPlan will provide a contract.
5. How to complain?
It is our hope that we will provide a service that you are both happy and satisfied with, but if in the unlikely situation you feel the need to complain about any aspect of the OcuPlan Free Membership please do not hesitate to contact us. We have a responsive complaints procedure in place that will connect you instantly with a senior management contact to help resolve your problems. Please contact us on 0207 173 5200, contact our customer service team or write to us at OcuPlan Limited, Kingsway House, 40 Foregate Street, Worcester, WR1 1EE.
Your complaint will be directed to the appropriate person promptly and we will respond to all complaints in writing within 30 days of receiving the complaint. If you are not satisfied with our response or you do not receive a response within 30 days of writing, then you have the right to refer your complaint to the financial ombudsman at: Financial Ombudsman Service, Exchange tower, London, E149SR. Or email complaint.info@finance-ombudsman.org.uk