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Terms & Conditions
1. About us
These terms explain how Pembrokeshire Medical Group Ltd ("PMG", "we", "us") provides private healthcare to you. Please read them before your appointment.
PMG is a private GP and diagnostic clinic at Wintern House Health and Wellness, High Street, Fishguard SA65 9AT. We are registered with Healthcare Inspectorate Wales (HIW).
Questions about these terms: email enquiries@pembrokeshiremedical.com or call 01348 875221.
2. We are not an emergency service
We do not provide emergency, urgent or out-of-hours care.
• In an emergency, call 999 or go to your nearest A&E.
• For urgent advice when we are closed, call NHS 111.
3. Your agreement with us
By booking an appointment, you agree to these terms. They apply to all services we provide to you. If these terms conflict with any other document you are given, these terms take priority unless that document says otherwise.
4. Prices and payment
• Our current prices are published at pembrokeshiremedical.co.uk/full-price-list. The price confirmed at booking is the price you pay for that appointment.
• Some costs can only be known after your consultation, for example blood, urine or stool tests, or other investigations your clinician recommends. Your clinician will tell you the cost before any test is carried out.
• Prescriptions, letters, reports and telephone discussions with a doctor may carry a charge. We will tell you the cost before providing them.
• If a test or scan is carried out by another organisation (for example an X-ray at a hospital), we will try to tell you the likely cost, but the price is set by that organisation. Please check it with them before the test.
• We accept debit cards and personal credit cards. We do not accept American Express or company credit cards.
5. Blood tests and results
• Your samples are analysed by our accredited laboratory partner.
• How long results take depends on the test. Expected timescales are shown on each test page.
• A clinician reviews your results. You will receive your report and a letter explaining it through your secure patient portal. If anything needs attention sooner, a clinician will contact you directly.
• If a sample cannot be processed (for example, it is damaged in transit or the laboratory cannot analyse it), we will arrange a repeat sample at no extra cost.
• If your results need further discussion or treatment, we will recommend a follow-up appointment, which is charged at our standard rate.
6. Changing or cancelling your appointment
When appointments are cancelled late or missed, we cannot offer that time to other patients who need care. Please give us as much notice as possible.
• 48 hours' notice or more: you can change or cancel your appointment free of charge, using the link in your confirmation email or by emailing enquiries@pembrokeshiremedical.com.
• Less than 48 hours' notice: the full cost of the appointment is charged.
• Missed appointments: if you do not attend, the full cost of the appointment is charged. Any invoice must be paid within 15 days.
• Blood tests: once your sample has been sent to the laboratory, the test cannot be refunded.
• When we are closed: our opening hours are shown on our website. If your appointment is soon after a day we are closed, please email us so that your notice reaches us at least 48 hours before your appointment.
Our full Cancellation & Refund Policy is at pembrokeshiremedical.co.uk/cancellation-refund-policy.
7. Your legal right to cancel
If you book online or by phone, you have a legal right to cancel within 14 days of booking. If your appointment falls within those 14 days, by booking it you are asking us to provide the service within that period. If you cancel, section 6 applies. Once a service has been fully provided, the right to cancel no longer applies.
8. If we need to cancel your appointment
Occasionally we may need to cancel an appointment for clinical or operational reasons. If this happens, we will tell you why, give you as much notice as we can, and offer you a new appointment or a full refund for that appointment.
9. Your care
• Your care is provided by PMG's clinicians. PMG is responsible for the care they provide.
• Your clinician will use their professional judgement. They may decide that a test, prescription or treatment is not appropriate for you, or recommend that you see your NHS GP or a specialist instead.
• No medical treatment or procedure is entirely without risk, and results cannot be guaranteed. Your clinician will explain the benefits and risks before any procedure, and ask for your consent.
10. Your NHS GP
We recommend that you keep your NHS GP informed about care you receive from us. With your consent, we will share relevant information with them. If we have a serious concern about your health or safety, we may need to share information without your consent, as allowed by law and professional guidance.
11. Children and young people
We see patients of all ages. Children under 16 must attend with a parent or legal guardian.
12. Health insurance
Most private medical insurance policies do not cover private GP appointments or tests. If you have insurance, you pay us directly and claim from your insurer yourself. It is your responsibility to check your cover before your appointment. We can provide an itemised receipt on request.
13. Patients from outside the UK
If you are not ordinarily resident in the UK, you may have to pay for any NHS treatment you need while in the UK, including treatment related to your care with us.
14. Your information
We handle your personal and medical information in line with UK data protection law. Our Privacy Notice explains how we use and protect it. For a copy, email enquiries@pembrokeshiremedical.com or ask at reception.
Please tell us if your contact details change, so that results and important information reach you.
15. Feedback and complaints
We welcome your feedback. If you are unhappy with any part of your care, please tell us so we can put it right. Our Complaints Procedure explains how to raise a concern, how we respond and what to do if you are not satisfied with our response. For a copy, email enquiries@pembrokeshiremedical.com or ask at reception.
You can also contact Healthcare Inspectorate Wales (hiw.org.uk) about the quality of care we provide.
16. Your belongings
Please keep your belongings with you. We are not responsible for the loss of, or damage to, personal property unless it is caused by our negligence.
17. Our responsibility to you
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law. These terms do not affect your statutory rights.
18. Changes to these terms
We may update these terms from time to time. The terms in force when you book an appointment apply to that appointment. The current version is always available on our website.
19. General
• Only you and PMG have rights under these terms. No one else may enforce them.
• These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.
Last updated: 30 October 2026