Patient agreement

Version 1.0, 1 October 2026.

1. This agreement

This agreement is between you and Surgical Recovery London Limited, a company registered in England and Wales (company number 11626393) and registered with the Care Quality Commission (CQC provider 1-11582445037). It applies when you take one of our packages or programmes, together with our terms of use.

We show it to you, with a link to read it in full, when you sign up with us and before you pay. You accept it when you submit your health form or pay, whichever comes first, and we keep a record of the version you accepted and when.

2. What we do

We look after your journey around your operation: a named coordinator, a senior doctor’s consultation and written plan about four weeks before, one set of information for your hospital, check-ins after your operation, rehabilitation at home where your package includes it, and a review with a written summary at Day 90. What each package includes is on our packages page, and the one you choose is confirmed to you in writing.

3. What we do not do

• We never book, broker, price or recommend an operation, a surgeon or a hospital. Your operation and your care in hospital are your surgeon’s and your hospital’s.
• We are a planned service, not an emergency service. In an emergency call 999 or go to A&E. For anything urgent that is not an emergency, call NHS 111.
• We do not replace your GP.

4. Your clinical care

Our GMC-registered doctors make every clinical decision about your care with us, and our physiotherapists and dietitians are HCPC-registered. If something changes after your operation, tell your coordinator: a doctor reviews it, and we tell your surgeon.

We use software, including AI, to help our team sort messages and prepare replies. A member of our team finishes every action, and clinical decisions are always made by our clinicians.

5. What we ask of you

• Give us accurate information, including every medicine you take and any allergies, and tell us when something changes.
• Be available for your appointments, or tell us in good time if you cannot be (section 7).
• Keep your contact details up to date so we can reach you.
• We can only look after adults aged 18 and over.

6. How we keep in touch

We message you on WhatsApp, or by email if you tell us you prefer that. We reply within the response time of your package during our working hours: Monday to Friday 08:00–20:00 and weekends 09:00–17:00. Outside those hours we reply when we reopen. In an emergency call 999 or go to A&E.

7. Appointments

We remind you before each appointment. Calls, video calls, home visits, and physiotherapy or nursing sessions can be changed or cancelled at no charge if you tell us at least 48 hours before, by WhatsApp or email.

If you change or cancel with less than 48 hours’ notice, or the appointment is missed, it is treated as delivered. Where you pay for it separately, it is charged. Where it is part of your package, it counts as used.

8. Price and payment

Every price is the total you pay. You pay once a doctor has accepted you, in one payment for your package, before your care begins. It is held in a client account and released as your care is delivered. A written quotation is held for 30 days whatever happens to our published prices. All care and input from our team is itemised on your invoice so you can claim from your insurer. Travel outside London may cost extra, and is agreed with you before you book.

9. Cancelling, and changing your operation date

Changing your operation date is as set out in section 5 of our terms of use.

Nothing in this agreement affects your legal rights as a consumer.

10. Your record and your privacy

You have one confidential record with us. We share information with your surgeon, your hospital and your GP only as you choose on your health form, and you can change your choices at any time by telling your coordinator. Our privacy notice explains what we keep, why and for how long.

11. Complaints

If you are unhappy with anything, please tell your coordinator or email hello@surgicalrecovery.com (marked “Complaint”). You also have access to the Independent Sector Complaints Adjudication Service (ISCAS).

12. Changes to this agreement

If we change this agreement, the version you accepted continues to apply to the package you have already bought.

13. Contact

Message your coordinator on WhatsApp, or email patients@surgicalrecovery.com.