Terms and Conditions | Western Medical Services

Terms and Conditions – Western Medical Services Limited

Terms and Conditions for Ambulance Transport Services

These Terms and Conditions constitute the agreement between Western Medical Services (WMS) and the client. By booking ambulance transport with WMS, the client agrees to these terms.

1. Orders and Acceptance of Services

1.1 Service Requests

All service requests must be submitted through Western Medical Services official booking form or another agreed method. A quotation alone does not constitute acceptance of a booking.
WMS reserves the right to decline any service request. A booking is considered confirmed only once WMS has issued a written acceptance.

1.2 Definition of Service Commitment

A “Commitment” refers to any service engagement, including but not limited to single journeys, shift cover, or long-term service provisions.

2. Charges and Surcharges

2.1 Standard Transport Charges

Charges are set per journey or shift and provided at the time of booking. Rates are subject to change without notice.

2.2 Delay Charges

Repatriation Transport: £75 per hour for unplanned delays beyond a 45-minute grace period, with charges applying from the 46th minute.
Patient Transport Services (PTS): £50 per hour if the patient is not ready within 30 minutes of ambulance arrival with charges applying from the 31st minute. The client is responsible for ensuring patient readiness.

2.3 Unsociable Hours Surcharge

A 10% surcharge applies to bookings outside standard hours (08:00 - 20:00). This surcharge applies for each hour or part hour outside of these hours.

3. Client Cancellations and Rebooking

3.1 Cancellation Fees

Within 24 hours of planned journey: 100% of the booking fee.
24 to 48 hours before planned journey: 50% of the booking fee.
More than 48 hours before planned journey: 25% of the booking fee.

3.2 Rebooking Clause

If transport is cancelled and rebooked within three days of the original date, cancellation charges will not apply. The rebooking must be confirmed upon cancellation to qualify.

4. Payment Terms

4.1 Private Patient Transport

Full payment is required no later than 24 hours prior to the transport. Failure to pay on time may lead to cancellation.

4.2 NHS/Hospital/Repatriation Transport

Payment is due within 20 days of transport completion. Late payments may incur additional fees, and WMS reserves the right to pursue debt collection through its chosen contractor, DCBL.

4.3 Preferred Payment Methods

BACS and credit/debit card payments are accepted. Payments by cheque or cash are not accepted.
Payments accepted in GBP, USD and EUR

5. Complaints and Compliments

5.1 Complaints Procedure

WMS follows the Ombudsman’s Principles for handling complaints: Getting it Right, Being Customer-Focused, Being Open and Accountable, Acting Fairly and Proportionately, Putting Things Right, and Seeking Continuous Improvement.
Complaints can be submitted via our website feedback form, phone, or email. Any unresolved concerns beyond one working day should be formally logged, and an acknowledgment will be sent within three working days. WMS will provide a timeline for resolution based on the complaint’s nature and urgency.
Formal complaints are thoroughly investigated, maintaining discretion and confidentiality. Complainants receive a written response detailing the outcome and any actions taken. WMS supports continuous improvement by sharing lessons learned from complaints across the organisation.

5.2 Compliments

Positive feedback is welcomed and may be submitted in writing or via email. WMS values compliments, which will be shared with relevant team members to recognise and encourage high service standards.

6. WMS Responsibilities and Limitations

6.1 Service Provision and Professional Conduct

WMS is committed to delivering a high standard of care and service. All transport services will be conducted by qualified personnel trained to handle medical and patient transport needs with professionalism, sensitivity, and respect.
WMS personnel will adhere to all regulatory and health and safety guidelines, ensuring a safe and comfortable environment for patients during transit.

6.2 Availability and Timeliness of Service

WMS will make every reasonable effort to ensure timely arrival and efficient service according to the scheduled booking. However, transport times are subject to factors outside of WMS’s control, such as traffic conditions, weather, or unforeseen delays.
While WMS endeavours to meet agreed schedules, it is not liable for delays arising from factors beyond its control. Clients will be notified of significant delays as soon as practicable, and WMS will take reasonable steps to minimise disruption.

6.3 Risk Assessment and Safety Protocols

WMS undertakes comprehensive risk assessments and safety protocols in accordance with industry standards. All vehicles are regularly inspected, maintained, and equipped with necessary medical supplies and safety features.
WMS personnel are trained to manage patient safety during transport, including emergency procedures. However, certain risks inherent to medical transport remain, and WMS cannot guarantee complete freedom from risk.

6.4 Confidentiality and Data Protection

WMS is committed to protecting the privacy and confidentiality of all clients and patients in line with data protection laws. Personal and medical information collected during the booking and transport process will be handled securely and only shared with necessary personnel.
WMS maintains strict confidentiality for all patient information and uses this information solely for service provision, legal compliance, and quality improvement initiatives. Client records are stored securely and only accessed by authorised personnel.

6.6 Vehicle and Equipment Maintenance

WMS ensures all vehicles and medical equipment used in transport are regularly maintained, cleaned, and serviced. Vehicles are inspected before each journey to confirm that all safety and comfort standards are met.
WMS reserves the right to replace or substitute vehicles and equipment as needed to maintain service quality. Should a substitution be necessary, WMS will make every effort to ensure it meets the same standards of safety and comfort.

6.7 Subcontracting and Third-Party Services

WMS may, when necessary, subcontract transport services to reputable and vetted third-party providers. All subcontractors are required to meet WMS’s standards for safety, care, and professionalism.
WMS assumes responsibility for the actions and service quality of subcontracted providers but will not be liable for delays or issues arising specifically from third-party operations outside its direct control.

6.8 Limitations of Liability

WMS is not liable for delays, service disruptions, or any consequences arising from events outside its control, including but not limited to traffic incidents, adverse weather, road closures, or other unforeseen circumstances.
While WMS personnel will take reasonable care with patient belongings, WMS is not liable for any loss, theft, or damage to personal items during transit. Clients are encouraged to minimise valuables during transport.
WMS reserves the right to refuse transport if patient or environmental conditions present an immediate health or safety risk to WMS personnel or other passengers. WMS also reserves the right to cancel or reschedule services as necessary to preserve safety.

6.9 Complaints and Service Feedback

WMS values client feedback and operates a structured complaints and compliments procedure. Complaints will be managed transparently, and corrective actions will be taken where necessary to address client concerns and improve service delivery.
Clients are encouraged to submit complaints or compliments via WMS’s official channels. All complaints will be acknowledged within three working days, and WMS will aim to resolve issues within an agreed timeframe.

6.10 Termination of Service

WMS reserves the right to terminate a transport service if the patient, client, or accompanying individuals engage in disruptive, threatening, or unsafe behaviour. In such cases, WMS personnel will take steps to ensure the safety of all parties involved, and transport may be halted.
WMS may also terminate services if client non-compliance with these terms places personnel or equipment at risk, in which case any resulting costs will be chargeable to the client.

7. Client Responsibilities

7.1 Provision of Accurate Information

The client is responsible for providing complete and accurate information at the time of booking. This includes patient details, any special requirements, and any relevant medical history or conditions that could affect transport arrangements.
The client must inform WMS of any changes in the patient’s health, circumstances, or destination as soon as possible. Failure to provide accurate information may result in additional charges or delays.

7.2 Preparation of the Patient

It is the client’s responsibility to ensure that the patient is ready for collection within the specified time frames. For Patient Transport Services (PTS), the patient must be prepared to depart within 30 minutes of ambulance arrival.
The patient must have any required documentation, identification, and essential personal items (e.g., medications, mobility aids) readily available at the time of collection.
If the patient requires special equipment or assistance, the client should notify WMS during booking to arrange for necessary accommodations. This includes, but is not

limited to, wheelchairs, oxygen support, or additional caregivers.

7.3 Communication of Additional Needs

Any specific needs related to the patient’s medical condition or transport requirements, such as mobility impairments, need for a caregiver, or medical equipment, must be communicated at the time of booking.
If a patient has specific needs that require specialised transport equipment, additional arrangements or costs may apply, and WMS reserves the right to make appropriate adjustments based on the patient’s safety and service availability.

7.4 Compliance with Health and Safety Protocols

Clients are responsible for ensuring that patients, caregivers, and any accompanying individuals comply with health and safety protocols as advised by WMS personnel. This includes adhering to hygiene standards, following instructions from staff, and wearing seat belts or harnesses when required.
Patients or accompanying individuals must not engage in behaviour that could endanger the safety of WMS personnel or disrupt service operations. WMS reserves the right to refuse or terminate service if such behaviour occurs.

7.5 Provision of Clinical Handover

For patients requiring medical supervision, clients must provide a clear and accurate clinical handover to WMS personnel at the time of collection. This includes details on the patient’s current condition, required care en route, and any recent medical interventions.
Failure to provide a comprehensive handover may impact the quality of care during transport. WMS may refuse transport if essential clinical information is not provided.

7.6 Designated Accompaniment

In cases where a patient cannot communicate effectively, suffers from cognitive impairments, or has specific care needs, it is recommended that a designated caregiver or relative accompany the patient.
WMS must be informed if any accompanying individuals will require special accommodations, such as seating or additional support. Any costs associated with additional accompaniment will be charged to the client.

7.7 Authorisation for Third-Party Assistance

If the client appoints a third party to act on their behalf in the booking or transport arrangement, they are responsible for ensuring that the appointed individual is authorised and provides all relevant information to WMS.
WMS will not be held liable for miscommunication or omissions from an appointed third-party representative. The client accepts responsibility for any charges or issues arising from third-party coordination.

7.8 Availability and Access to Property

The client must ensure that access to the property or pick-up location is clear and safe for WMS vehicles and personnel. If any access issues are anticipated (e.g., narrow driveways, gated communities), the client must notify WMS in advance.
If access is obstructed or the location poses risks to WMS personnel, WMS reserves the right to cancel or reschedule transport. Additional charges may apply if delays occur due to accessibility issues.

8. Governing Law and Jurisdiction

8.1 United Kingdom Law

These terms are governed by the laws of the United Kingdom and shall be interpreted in accordance with them.

8.2 Jurisdiction

The client agrees that any disputes arising under these terms shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.

Acceptance of Terms and Conditions

By confirming a booking with Western Medical Services, the client acknowledges and accepts these Terms and Conditions.

Terms and Conditions for Event Medical Services

These Terms and Conditions govern the agreement between Western Medical Services Limited (WMS) and the client. By booking event medical services with WMS, the client agrees to these terms.

1. Level of Cover

1.1 Service Scope

By confirming the booking, the client agrees to WMS providing the specified level of medical cover for the event on the agreed dates and times. WMS bases the level of cover on information provided by the client to ensure effective medical support.

1.2 Adjustments to Cover

If, during the planning process or on the event day, WMS deems an increase in medical cover necessary to meet safety standards, WMS will discuss this with the client. Additional charges may apply for any agreed changes.

2. Client Responsibilities

2.1 Risk Management and Compliance

The client is responsible for completing a thorough risk assessment for the event, which should cover any foreseeable risks or hazards that could impact health and safety. WMS’s medical risk assessment will be shared, and the client must review and confirm its adequacy.
The client must ensure compliance with all relevant health and safety regulations and obtain any necessary permits or licenses. Failure to meet these requirements may result in termination of services without refund, and WMS reserves the right to charge for any booked services.

2.2 Event Site Health and Safety

The client must guarantee the safety of WMS personnel and provide a safe working environment. This includes addressing any health and safety risks at the site, such as hazardous areas, unstable structures, or the presence of other high-risk activities.
The client must ensure that all staff, vendors, and volunteers are briefed on emergency procedures and the locations of medical stations and first aid posts.

2.3 Communication and Coordination

A designated contact person must be appointed to liaise with WMS personnel throughout the event. This contact should be accessible and have decision-making authority to coordinate necessary responses to medical or logistical issues.
The client must ensure that any changes to the event schedule or format are promptly communicated to WMS. This includes adjustments to event layout, activities, or timing that could impact medical coverage.

2.4 Responsibilities for Crowd and Security Management

The client is responsible for managing crowd behaviour, event security, and ensuring safe access for emergency services. If crowd control measures are inadequate, WMS reserves the right to suspend or modify services to protect personnel and attendees.

3. On-Site Requirements

3.1 Medical Treatment Centre and Facilities

The client must provide a suitable area for WMS to set up a medical treatment centre. This area should be covered, dry, and clean, with enough space to accommodate patients, equipment, and WMS personnel.
The treatment area location should be pre-agreed with WMS’s Head of Events and positioned to allow quick access to any part of the event site. Toileting and handwashing facilities must also be available for WMS staff.

3.2 Emergency Vehicle Parking and Access

The client must ensure that sufficient parking spaces are available for WMS’s emergency vehicles, with unobstructed routes for entry and exit. Access and egress routes must be accessible at all times, particularly for emergency response vehicles.
If access is obstructed or restricted, WMS may be unable to provide timely medical support, for which WMS will not be held liable.

3.3 Signage and Visibility

The client is responsible for providing clear signage directing attendees to medical stations or first aid points. Signage should be visible and strategically placed to ensure easy access for attendees requiring medical assistance.
Event staff must be briefed on the location of medical facilities and instructed to guide attendees if necessary.

4. Pre-Event Documentation

4.1 Provision of Essential Documents

The client must provide all required documents, such as event plans, site maps, risk assessments, and security plans, at least 19 days before the event date. These documents are essential for medical planning and ensuring that appropriate resources are allocated.
WMS requires full and up-to-date information about the nature and scope of activities, expected attendance, high-risk areas, and potential hazards. Failure to provide these details may result in changes to the agreed level of medical cover or cancellation of services.

4.2 Site and Medical Plans

WMS will prepare and share a medical plan and emergency response protocols tailored to the event. The client must review these documents and confirm alignment with overall event management plans.
If changes are made to the event format, layout, or activities, the client must inform WMS promptly to allow for adjustments to the medical plan. WMS reserves the right to alter service levels or cancel the booking if safety standards cannot be met under revised conditions.

4.3 Insurance Verification

The client is responsible for verifying and ensuring adequate public liability and employer’s liability insurance coverage for the event. WMS may request proof of insurance coverage before confirming service provision.

5. Client Cancellations

5.1 Cancellation Fees

Within 7 days of the event start date: 100% of the booking fee is chargeable.
Between 7 and 14 days before the event start date: 50% of the booking fee is chargeable.
More than 14 days before the event start date: 25% of the booking fee is chargeable.

5.2 Rebooking Clause

If the event is cancelled but rescheduled within seven days of the original date, cancellation charges will not apply. The rebooking must be confirmed at the time of

cancellation to qualify for this waiver.

6. WMS Cancellations

6.1 Right to Withdraw Services

WMS reserves the right to cancel services up to seven days before the event start date if it is deemed unsafe or if requirements (such as documentation or risk assessments) are not met. Reasons for cancellation may include:
- Unsatisfactory planning or poor communication
- Failure to meet agreed levels of cover
- Incomplete provision of requested event documentation
- WMS will make every effort to resolve issues before cancellation, with the final decision resting with the WMS Board of Directors.

7. Payment Terms

7.1 Booking and Payment Structure

25% of the total fee is due at the time of booking as a non-refundable booking payment.
The remaining 75% balance is payable within three working days after the event’s conclusion.

7.2 Overdue Payments and Penalties

Any overdue payments may incur a penalty fee of 10% of the outstanding balance per week for a maximum of 12 weeks. If unpaid after 12 weeks, WMS may engage a third-party collection agency to recover the debt.

8. WMS Responsibilities and Limitations

8.1 Service Quality and Professional Standards

WMS commits to delivering event medical services with qualified, experienced personnel trained to handle various medical emergencies. All staff are held to high standards of professional conduct, and WMS will take appropriate measures to maintain service quality throughout the event.
WMS ensures that all equipment, supplies, and vehicles used during the event are regularly inspected and maintained in accordance with regulatory standards.

8.2 Adaptability and Response

WMS will provide a flexible response to unforeseen circumstances, including changes in crowd size, weather conditions, or emergency incidents. While WMS will make reasonable adjustments to manage such situations, it reserves the right to request additional support or adapt the service plan in the interest of safety.

8.3 Limitations of Liability

WMS is not liable for delays or interruptions due to factors outside of its control, such as traffic, weather conditions, or restrictions imposed by event organisers. WMS also accepts no liability for loss or damage to personal property during the event.

8.4 Insurance and Indemnity

WMS maintains adequate insurance coverage for its personnel and operations. The client agrees to indemnify WMS against any claims, damages, or liabilities arising from the client’s failure to adhere to health and safety protocols or provide accurate event information.

8.5 Right to Refuse or Suspend Services

WMS reserves the right to refuse or withdraw services if conditions at the event site are deemed unsafe or if client non-compliance with these terms endangers WMS personnel or attendees. Such withdrawal will not affect WMS’s right to payment for services as agreed.
WMS may suspend services if behaviour from attendees, staff, or the public presents an immediate safety threat. WMS will notify the client, and services will resume only once the environment is deemed safe for operations.

8.6 Post-Event Reporting

Following the event, WMS will provide a summary report detailing the nature of medical support provided, incidents attended, and any relevant feedback for future planning. WMS will discuss outcomes and potential improvements with the client to enhance safety at future events.

9. Governing Law and Jurisdiction

9.1 United Kingdom Law

These terms are governed by the laws of the United Kingdom and shall be interpreted accordingly.

9.2 Jurisdiction

Any disputes arising under these terms shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.

Acceptance of Terms and Conditions

By confirming a booking, the client acknowledges and accepts these Terms and Conditions.

Anchor 1

Anchor 2