The terms of our engagement.

01. These terms, and who they bind

These terms govern your use of this site and, where you are a member, form part of the agreement between you and Lucien Health Ltd, a company registered in England and Wales with its registered office at 27 Harley Street, London W1G 9QD.

They bind the named member, every household member covered under a family membership, and anyone you authorise to act for you, such as a family office or a private secretary. Where a signed membership agreement says something different, that agreement takes precedence over these terms.

02. What we do, and who provides your care

Lucien Health coordinates and manages medical care. We plan and run your annual assessment, hold your record in one place, coordinate diagnostics with accredited facilities, and put you in front of the right specialist when one is needed.

Clinical care is delivered by regulated clinicians. Your physician, and every consultant, radiologist and specialist we introduce, holds their own registration and indemnity and remains professionally responsible for their own advice and treatment decisions. Our responsibility is the coordination, the record, and the standard to which we select the people who look after you.

03. We are not an emergency service

The member line, +44 20 7946 0318, is answered by a physician at any hour. It is not an ambulance service and it does not replace acute care. In an emergency, call 999 in the United Kingdom or your local emergency number, or go directly to the nearest emergency department.

Membership does not replace registration with a general practitioner or with a local primary care provider. We ask every member to keep one, and we correspond with your GP where you have asked us to.

04. Outcomes, and what this site is not

Medicine deals in probability. We do not guarantee any clinical outcome, any diagnosis, or that an assessment will detect a condition. Screening has real limits, including false positives, false negatives and findings of uncertain significance, and your physician will discuss them with you before each assessment.

Nothing on this site is medical advice. These pages describe a service. They are not a substitute for a consultation, and no clinical relationship arises from reading them or from sending us an enquiry.

05. Membership, introduction and the panel

Membership opens only when a place does. Every application is followed by a conversation with one of our physicians before an offer is made, so that both sides can judge whether the practice is the right fit.

The panel is capped at 100 households. The cap is what makes the service possible, so when it is full, applicants join a waiting list rather than being admitted early. We may decline an application without giving reasons. A membership runs for twelve months from the date of admission and renews annually unless notice is given.

06. Fees and invoicing

Membership fees are invoiced annually in advance and are due within thirty days of the invoice date. The fee covers the annual assessment, your physician and care team, the record, and the coordination of everything around it.

Costs charged by third parties, such as a facility, a laboratory or an outside specialist, are passed through to you at cost and without mark-up, and the underlying invoice is available on request. We take no commission, referral fee or rebate from any laboratory, facility, specialist or supplier, and we will not accept one. That is the reason our advice can be plain.

Fees may be revised at renewal. We give at least sixty days’ written notice of any change, and you may decline it by giving notice under section 08.

07. Your responsibilities

We can only work with what we are told. You agree to give an accurate medical and family history, to disclose current medication including anything prescribed elsewhere and any supplement taken regularly, and to tell us about material changes in your health as they happen.

You agree to attend scheduled assessments, or to give reasonable notice when you cannot. Appointments cancelled with less than forty-eight hours’ notice may be charged where a facility charges us, at cost. You also agree to keep your member portal credentials to yourself and to tell us promptly if you think they have been compromised.

08. Ending a membership

You may end your membership at any time by giving thirty days’ written notice to care@lucienhealth.com. There is no exit fee and no penalty. Where your annual assessment has not yet been delivered, we refund the balance of the year on a pro-rata basis.

Your record remains yours. We transfer it to you or to a doctor you nominate, in full, including imaging.

We may end a membership on thirty days’ notice, or immediately in cases of abusive conduct towards staff or where a clinical relationship has broken down to the point that we cannot look after you safely. In either case we help you transfer your care and we refund unused fees.

09. Confidentiality

We owe you confidentiality under the common law and under data protection law. How information is held, protected and shared is set out in our privacy notice.

A narrower obligation runs the other way. Fee schedules, protocols, reports and other materials we prepare for you are for your own use and for the clinicians you choose, and are not to be published or passed to third parties for commercial purposes. We do not name our members, and we ask that members do not name the practice in press or promotional material without our written agreement.

10. Liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded.

Subject to that, we are not liable for the acts or omissions of an independent clinician or facility, whose professional responsibility is their own and who carries their own indemnity. We are not liable for indirect or consequential loss, or for loss of profit, business or opportunity. Our total liability in connection with a membership in any twelve-month period is limited to the membership fees you paid in that period.

Nothing in this section affects the statutory rights of a member acting as a consumer.

11. Intellectual property

This site, its text, its diagrams and its design are owned by Lucien Health Ltd and are protected by copyright. Our name and marks may not be used without written permission.

Assessment reports, protocols and written summaries prepared for you are yours to keep and to share with any clinician you choose. The underlying templates, methods and reference materials from which they are produced remain ours.

12. Complaints, governing law and changes

If something goes wrong, write to care@lucienhealth.com for the attention of the practice manager. We acknowledge within five working days, investigate, and write to you with our findings within twenty working days. Where a complaint concerns the clinical care of a regulated clinician, we will also tell you how to take it to the relevant regulator.

These terms, and any dispute or claim arising out of them, are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.

We may amend these terms. Where an amendment is material we give at least thirty days’ written notice before it takes effect, and the version in force always carries the date shown at the top of this page.