Policies & Procedures

At Thomas Medical Services, we are committed to delivering safe, personalised healthcare services in a professional and respectful environment. To ensure clarity and consistency, we ask all clients to review and follow the policies below. 

• All appointments must be paid in full at the time of booking to confirm your slot.
• This applies to both clinic-based services and mobile/home visits.
• Payment details will be provided during the booking process.

• For treatments requiring a prescription (e.g., IV therapy, testosterone replacement therapy), sufficient notice is required to allow time for clinical review and medication ordering.
• If your appointment is booked at short notice, we may cancel or reschedule it to ensure safe preparation. A full refund will be provided in these cases.

• If a cancellation is made at any time, we retain the mileage cost and a £25 deposit to cover travel and administrative time.
• Cancellations made with less than 48 hours’ notice will incur additional charges to cover staffing, medication, and scheduling costs.
• In the event of a last-minute cancellation for a prescription-based service, we will retain costs associated with:
• Clinical staff time
• Travel
• Prescription fees and medications

• We reserve the right to refuse or postpone treatment if we believe it is unsafe or clinically inappropriate.
• In these cases, a full refund will be issued (excluding prescription and admin costs if already incurred).
• If a client presents with new or undisclosed health conditions on the day, treatment may be declined at the clinician’s discretion.

• Rudeness, aggression, or abusive behaviour towards staff will not be tolerated under any circumstances.
• We reserve the right to terminate services immediately and refuse future bookings if this occurs.
• No refund will be issued in cases of misconduct or disrespectful behaviour.

• All patients receiving IV saline therapy must treat medical equipment with care.
• If a client is found to have tampered with, altered, or interfered with their IV or any equipment provided, treatment will be terminated immediately with no refund given.
• Tampering is considered a serious safety concern and will be reported as necessary.

• All blood test results and medical data remain strictly confidential.
• Results are not shared with the NHS or your GP.
• Results are sent directly from Thomas Medical Services to you, unless otherwise agreed in writing.
• You are responsible for sharing results with your GP or consultant if you wish them to be involved in your care.

• If you wish to reschedule, we request at least 7 days’ notice if possible, to allow time for clinical planning and resourcing.
• Missed appointments or last-minute rescheduling may result in a partial refund only, depending on what costs have already been incurred (e.g., medication, mileage, staffing).

• Please ensure a clean, safe, and private space is available for treatment.
• Dogs and other pets should be secured during the visit, this is for safety and hygiene purposes.
• A responsible adult must be present for clients under 18.

• Clients must fill out consultation forms accurately and completely.
• Any false or withheld information may result in cancellation or refusal of treatment.
• We take safety seriously, and our clinicians must be able to make fully informed decisions based on your health status.

If you have any questions, concerns, or wish to discuss your care, please contact us:
Call Us: 01253 963167
Email Our Head of Clinical Services: cthomas@thomasmedicalservices.com

We are here to help and aim to provide a respectful and responsive service to every client.