Frequently Asked Questions

Appointments at our clinics cost £60 payable by cash or bank transfer in advance
Home visits (subject to availability) cost £60 plus 35p/mile travel costs
Telephone or Video consultation (advice/ support) £30 per half hour

We have investigated the best way of providing an affordable blood test service as we strongly believe that this service should be available through the NHS, and want to keep private costs to an absolute minimum. We work with County Pathology ltd (Guildford).
Based on current lab prices we can offer:

Baseline bloods: £50
Three monthly monitoring: £35 AMAB, £45 AFAB (additional full blood count required).
Annual full bloods including hormones: £60

These costs are in addition to your appointment fee and payable in advance.

Between us we hold both adult and child nursing registrations and have worked in the field of gender healthcare for the last two years.

We currently have two locations – one in Birmingham and in Surrey.

Address details will be given when appointment is confirmed. We also offer home visits within reason and alternative appointments can be arranged – please get in touch to discuss further.

Yes – we both hold professional indemnity insurance through the Royal College of Nursing.

We are guided by the World Professional Association for Transgender Health and The Centre of Excellence for Transgender care (California). We follow a gender affirming model of care. This means that we believe you are the best person to decide if you are transgender or non- binary. We can help you to explore your feelings but do not offer or require a formal diagnosis of gender dysphoria.

We would strongly advise you to remain with the NHS as this will enable you to receive your prescriptions via your GP and be entitled to NHS surgery if required. We can however support you with your treatment and journey and offer advice to help you access the best care possible. We can also support your access to and treatment via private providers.

Unfortunately, we are not able to offer a prescribing service at the moment. We can however assist with administration of prescribed injections and take bloods for monitoring treatment as well as give advice about medication.

We are very happy to work with GPs or any other healthcare providers. Often GPs are grateful for our specialist guidance so they can help you manage your journey better. We can organise telephone or video meetings with your GP if this is the case. We also understand that in some cases contact with a family GP may be detrimental to your journey, it is not compulsory that we speak to your GP.

We are both parents of trans children and understand something of the journey you are on and how stressful this can be. We are very happy to talk to you about your child’s needs and guide and advise where we can, as well as offer you support for your own needs. Please do get in touch.

We take our responsibility to safely store any information you share very seriously and are bound by our professional code of practice, confidentiality laws and GDPR. Please see our GDPR policy for further details on this.

Gender Healthcare: Data Protection & GDPR
Gender Healthcare is a professional support service for gender non-conforming individuals and their families. Gender Healthcare collects necessary data from clients to facilitate the support services and provide a safe advice and care service. The organisation only holds information for the purposes of processing the data needed for the provision of safe healthcare. This may include past, existing or present clients and suppliers.
As Gender Healthcare only processes personal data for core business purposes, it is exempt from registration with the Information Commissioner’s Office (ICO).

GDPR Privacy Notice
Our contact details:
Name: Gender Healthcare
E-mail: admin@genderhealthcare.co.uk

What type of information we have:
We currently collect and process the following information: name and contact details, name, date of birth, contact details, medical history, gender assigned at birth, gender identity, GP/ consultant details, details of an appropriate adult(s) for juveniles or persons with learning difficulties.

How we get the information and why we have it:
The personal information we process is provided to us directly by you to facilitate safe healthcare practice.
On some occasions, we also receive personal information indirectly, for example from medical organisation, including gender referral services.

Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are: 
a. Your consent. (You can remove your consent at any time. You can do this by contacting us using the details above.)
b. We have a contractual duty.
c. We have a legitimate interest.

Consent for Children & Young Persons
We will apply the following rules for juveniles:
• Children aged 12 years and under: consent of appropriate adult only.
• Children aged between 13 and 15 years old: consent of both the young person and appropriate adult.
• Young person aged 16 year and over: consent of young person only (no appropriate adult consent required).
We will review consent as the juvenile reaches each age bracket.

What we do with the information we have:
We use the information that you have given us to safely plan and deliver your care.
We will only share this information (in part or in full) if there is a legal duty to do so, or if we have your clear written or electronic consent.

How we store your information:
Your information is securely stored on a secure private server.
Unless you give written or electronic consent we keep your personal data for a maximum period of five years after the last contact with a client. We will then dispose of your information (or the parts for which you have not given consent) by erasing it from our servers (including the backup server).

Your data protection rights:
Under data protection law, you have rights including:
• Your right of access - You have the right to ask us for copies of your personal information. 
• Your right to rectification - You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete. 
• Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances. 
• Your right to restriction of processing - You have the right to ask us to restrict the processing of your information in certain circumstances. 
• Your right to object to processing - You have the right to object to the processing of your personal data in certain circumstances.
• Your right to data portability - You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
Please contact us using the details above if you wish to make a request.

How to complain:
You can also complain to the ICO if you are unhappy with how we have used your data. You can contact the ICO by writing to Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF or telephoning 0303 1231113.
GenderHealthCare: version 1.0 (June 2020)

Genderhealthcare exists to support the trans community to the best of our ability, and we aim to provide the best possible care to our clients. We take our professional registration and regulations very seriously and adhere to our professional Code of Practice. Any breaches of this Code will be dealt with internally.

This policy sets out our formal complaints process for clients.

Stage One: In the event that you are unhappy with any aspect of our services, we would ask that, in the first instance, you approach us the member of staff concerned to discuss these issues. It is our aim and strong belief that most complaints will be resolved at this stage.

Stage Two: In the event that a complaint or dispute is not resolved at stage one, the complaint will be escalated to another member of the team. I.e. with current staff, complaints concerning Sally will be passed to Claire, and vice versa.

Stage Three: In the event that the complaint or dispute remains unresolved after step one and two, we will escalate the concern to an independent third party (agreed with the complainant) to mediate and seek resolution.

Stage Four: As health professionals, we are regulated by the Nursing & Midwifery Council (NMC). Should there be a serious area of concern that has not been resolved in steps one – three, you have the right to notify the NMC. We would ask that this right is only exercised in a case where no other resolution can be reached as, by its nature, trans healthcare is controversial, and complaints raised to the NMC could result in the closure of our services or removal of our registration to practice.

Genderhealthcare exists to support the trans community to the best of our ability, and we aim to be as flexible as possible with our policies.

Cancellation of appointment: in the event that you need to cancel your appointment please notify us as soon as possible. We will refund any monies paid for services, minus any costs incurred for room hire. This will be calculated pro-rata depending on the number of clients booked in for the same clinic session.

Rescheduling of appointment: in the event that you need to reschedule your appointment we will happily do so, and transfer any monies paid for services to the new appointment date and time. Please notify us at the earliest opportunity if you need to reschedule. If we have incurred costs, these will be charged to you for the new appointment date.

Covid-19: in line with Government guidelines please notify us and reschedule your appointment in the event that you (or someone you live with) are suffering from any of the following symptoms:
A high temperature
A new continuous cough
A loss or change to your sense of smell or taste
Please also cancel or reschedule if you have been advised to quarantine after travel, due to contact with someone who has tested positive to Covid-19, or live in an area which has been placed in local lockdown.

If we need to cancel: in the very unlikely event that we need to cancel or reschedule your appointment we will contact you at the earliest opportunity to rearrange. There will be no costs passed on to you as the client in the event that we cancel or reschedule your appointment. In the event of long- term sickness or absence by a member of staff, you will be offered an appointment with another member of the team.