FAQs

What are the fees?

Fees may vary between our Aberdeen and London locations.
Full information about fees is available here.

I have had tests, how will I receive my results?

Results will be emailed to you by our administrative team. In order to obtain an interpretation and advice on future course of action, you may book a follow up appointment and the usual charges will apply. 

 

Alternatively, you may choose to have interpretation and advice emailed to you or discussed over the telephone with the doctor. You will be given these options once your initial appointment is complete. Please see our fee section for further information.

What if I need a prescription?

If the doctor prescribes medication during the consultation this is included in the consultation fee.

 
If you require a prescription outside of a consultation you will be charged a repeat prescription fee.

 
If you require a prescription for a medical issue for which you have not been previously assessed, you may be required to book in a consultation to discuss this. This will incur a consultation fee, inclusive of the prescription. The length of the consultation may vary.

What if I need further treatment?

If it is recommended that you require further treatment, our doctors will be able to offer you the best advice and options available. Referrals can be discussed with the doctor during initial consultations, follow up consultations or via email/telephone correspondence.
Referral letters incur a charge.

Do you offer home visits?

On some occasions our doctors will be able to arrange to visit you outside of the clinic, either at your home or place of work depending on what is required. The cost of the visit will depend on the time taken to complete the consultation plus any travel time to and from the requested location.

Do I need a chaperone/will one be offered to me?

ROC Clinic offers a chaperone service for all intimate examinations. Please speak to a member of staff if you would like a chaperone during your appointment.

Can I use my insurance to cover my appointment?

At ROC you may use most health insurances. We have direct billing arrangements with most, however you are liable for any non-payments and shortfalls. You will be asked to be a guarantor for the fees incurred.

 

  • Individual Consultants will be approved by some but perhaps not all insurers. Please enquire at booking. This will cover doctor fees.
  • ROC Clinic will be approved by some but perhaps not all insurers. Please enquire at booking. This will cover clinic fees.
  • General Practitioners (GPs) Consultations and Tests will be covered by most international insurances.

Terms and Conditions will apply for all insurances.


You are advised to check your individual level of cover with your insurer before booking an appointment.

 

For some insurance companies we will be happy to bill to them directly for your treatment. For other companies and plans we will ask that you pay the bill on the day of your appointment and claim back from your insurance company. Please check with us in advance of your appointment what your options are. If you are an expat living in the UK and unsure how to best navigate our healthcare system, you can find our Expat’s Guide to Healthcare in the UK here.

I live outside London/Aberdeen. Are remote consultations available?

We offer video consultations for most appointments. Please enquire at the time of booking.

What if I need an out-of-hours appointment?

At present we do not offer an out-of-hours service at ROC.


If you need an urgent appointment out of hours, we would advise that you visit your local A&E department or primary care facility.

 

Please click here for further information about our VIP Care Programme that offers out of hours assistance.

What is the cancellation policy?

We understand that there are times when patients cannot make appointments due to emergencies or urgent obligations.

As our clinician time is valuable, we operate a strict 48-HOUR, BUSINESS HOURS CANCELLATION POLICY on all appointments. Some appointments may have a longer cancellation policy and your confirmation email will detail this.

If you fail to attend, you will be charged the full appointment fee. Insured patients are liable themselves for these fees.

How can I pay?

  • We accept payment by all major credit and debit cards including American Express.
  • Cheques and cash are not accepted.

All payments are due at the time of consultation or before the consultation or the service takes place. You will be advised of this at booking.

Payment may be taken over the phone, be made in person on the day by card or paid via a unique link sent to you before the appointment. This is included in the invoice.

How may I leave feedback?

To ensure we continue to provide the best standards of patient care, we welcome all feedback. Following consultations, you will be asked to complete a formal feedback on paper or electronically. We routinely send emails to patients after an appointment occurred to ask for your feedback.


You may also leave a feedback on our Facebook, Linkedin or our Google page.

 

You may email us at feedback@rochealthservices.com.

 

If there comes a time when we have failed to meet your expectations and you wish to make a formal complaint, this will need to be addressed in writing to the Feedback Manager.

You may find a copy of our Complaints Procedure here.

Does the clinic offer disabled access?

Yes, our clinics offer disabled access.

Does ROC offer a translation services?

If you require a translator ROC can organise this for an additional fee. Please note that in order to organise this we will require advance notice. Please ask for more information at booking.

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Our Accreditations

In England we are registered with the Care Quality Commission. For our full report please click the link below. 

See the report

In Scotland we are regulated by Healthcare Improvement Scotland. For our report please click the link below.

See the report

Copyright © 2024 ROC Clinics UK LTD | Privacy Policy | Contact | Terms & Conditions for Quotations, Prices, Sales and Pre-payments 

Registered office address: (C/O Thrings Llp) 6, Drakes Meadow, Swindon, England, SN3 3LL 
CQC Provider ID: 1-16939474257 | CQC Location ID 1-17052847559 | HIS Registration No 00413
Duty of Candour Annual Report 2024 
ROC is a trading name on behalf of ROC Health Group Ltd and ROC Clinics UK LTD

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