Digital Accessibility & Inclusion Policy

1. Purpose

CutKilo is a doctor-led weight management service delivered primarily through secure digital platforms.

We recognise that not all individuals have equal access to technology, digital literacy skills, or confidence in using online healthcare systems.

This policy sets out how we ensure our services remain accessible, inclusive, and safe for all patients, including those who may face barriers to digital access.

2. Our Commitment

CutKilo is committed to:

  • Reducing digital exclusion

  • Providing reasonable adjustments where required

  • Ensuring patient safety is never compromised

  • Complying with the Equality Act 2010

  • Delivering equitable access to safe medical care

We actively assess and mitigate risks associated with remote service delivery.

3. Who This Policy Applies To

This policy applies to:

  • Patients with limited digital literacy

  • Older adults unfamiliar with technology

  • Patients with disabilities affecting IT use

  • Patients with visual, hearing, or cognitive impairments

  • Individuals without reliable access to internet-enabled devices

  • Patients who prefer face-to-face interaction

4. Accessibility Measures in Place

4.1 Face-to-Face Appointments

Although CutKilo operates primarily online, patients may pre-book an in-person consultation at:

86 Harley Street, London, W1G 7HP

This ensures that patients who are unable or uncomfortable using digital systems can still access care safely.

4.2 Telephone Consultations

Where clinically appropriate, consultations may be conducted by telephone rather than video to reduce technological barriers.

4.3 Assisted Digital Support

Our administrative team provides telephone assistance to support patients with:

  • Booking appointments

  • Completing medical questionnaires

  • Uploading identification documents

  • Accessing secure consultation links

  • Navigating our patient portal

Support is provided in a patient-centred and non-judgemental manner.

4.4 Alternative Communication Formats

Upon request, information may be provided:

  • Verbally over the telephone

  • In simplified written language

  • In large-print format

  • Via follow-up email summaries

4.5 Website Accessibility

We aim to ensure our website:

  • Uses clear, plain English

  • Avoids unnecessary medical jargon

  • Is compatible with screen readers

  • Has readable font sizes and appropriate contrast

  • Is mobile-responsive

We are committed to continuous improvement of digital usability.

5. Clinical Suitability & Safety Assessment

As part of our onboarding process, we assess whether a patient can safely engage with a remote healthcare model.

If digital limitations create a clinical safety concern — for example:

  • Inability to provide informed consent

  • Inability to understand medication instructions

  • Inability to engage in follow-up monitoring

  • Lack of capacity to manage injectable treatment safely

— we will not proceed with remote treatment.

In such cases, patients will be offered a face-to-face appointment where appropriate or signposted to suitable local NHS or in-person services.

Patient safety takes precedence over convenience.

6. Capacity & Safeguarding

Where there are concerns regarding mental capacity, vulnerability, or safeguarding:

  • A clinical assessment will be undertaken

  • Appropriate support structures must be in place

  • Treatment will not proceed if safe engagement cannot be ensured

7. Equality and Reasonable Adjustments

CutKilo complies with the Equality Act 2010 and makes reasonable adjustments to ensure individuals are not disadvantaged due to disability or protected characteristics.

However, adjustments will only be made where they are clinically safe and compatible with regulatory standards governing remote prescribing and medical practice.

8. Feedback & Continuous Improvement

We welcome feedback regarding accessibility.

If you experience any difficulty accessing our service or have suggestions for improvement, please contact:

info@cutkilo.co.uk
Or call our administrative team on 02076378227 for assistance.

We review this policy annually or sooner if regulatory guidance changes.

9. Policy Review

This policy is reviewed annually by the Medical Director to ensure compliance with:

  • CQC expectations

  • GMC guidance on remote consultations

  • UK data protection legislation

  • Equality legislation