General FAQs

+ COVID-19 - are your clinics still running?

Yes, we are currently running nationwide clinics as usual.

Safeguarding our Patients, Staff and Clinics, we want to inform all our patients that our clinics are open and providing treatment and care. We have implemented a wealth of safeguarding measures including pre-appointment screening, in clinic PPE and reduced clinic scheduling to ensure that social distancing and patient and staff safety is maximised.

eXroid is committed to work under the direction of, and within, the latest government and Public Health England guidelines.

If you have any concerns or for more information please contact our advisory team on 0800 999 3777.

+ Is eXroid® recognised by the National Institute for Health and Care Excellence (NICE) in the UK?

Yes, eXroid® electrotherapy is recommended by the National Institute for Health and Care Excellence (NICE) for UK patients, and has been evaluated to be an effective method for treating grade 1-3 haemorrhoids.

It is also used as an alternative to surgery for treating larger haemorrhoids, and we are working to NICE guidelines to support the development of further evidence and research on the effectiveness of the treatment for grade 4 haemorrhoids.

Please see: https://www.nice.org.uk/advice/mib201

+ Can I have eXroid under the National Health Service (NHS)?

Electrotherapy for haemorrhoids is a treatment that the National Institute for Health and Care Excellence (NICE) has evaluated and recommended for UK patients (source NHS.UK).

From 1st April 2019, the NHS has implemented restrictions in the scope of its services which means that over 17 procedures will only be funded by the NHS in exceptional individual circumstances. The list includes:

Breast reduction;
Removal of benign skin lesions;
Grommets for Glue Ear;
Tonsillectomy for sore throats;
Haemorrhoid surgery;
Hysterectomy for heavy menstrual bleeding;
Chalazia (lesions on eyelids) removal;
Removal of bone spurs for shoulder pain;
Carpal tunnel syndrome release;
Dupuytren’s contracture release for tightening of fingers;
Ganglion excision – removal of noncancerous lumps on the wrist or hand;
Trigger finger release;
Varicose vein surgery
Where possible, we’re doing all we can to support patients appeal their referrals, and we’re here to help where the NHS are unable to cover treatment.

We advise patients to review the ‘limited procedure lists’ which their local NHS Clinical Commissioning Group (CCG) will provide directly or on their website and contact us for advice and help where needed.

Please call us on 0800 999 3777 for more information and advice.

+ Are there any conditions that could prevent me from having an eXroid treatment?

There may be occasions where the patient has been, or is experiencing pain on the day of the appointment. If a digital or proctoscopic examination proves too painful, it will not be possible for a full and proper assessment to be carried out. In this instance, undergoing an eXroid treatment will not be possible. The pain may be due to other conditions which can have similar symptoms to internal haemorrhoids, such as an anal fissure or a perianal haematoma, which can cause pain when the anal canal is opened during the examination stage.

If your haemorrhoids are thrombosed and/or you are experiencing a flare up of your symptoms on the day of your appointment, you may also find it too uncomfortable to have the treatment or be able to start, but not complete the treatment. Please note, if treatment commences but is not completed, the treatment cost is non-refundable.

We would also advise against having the treatment if you have any of the below conditions:

Pregnancy
Pacemaker and / or defibrillator implant
Bleeding disorder
Anticoagulant therapy with Warfarin where the INR is greater than 3.0
Active anorectal infection
Inflammatory bowel disease
Lower abdominal / lower quadrant transplant patients
Purely external haemorrhoids
Megacolon

Please call us on 0800 999 3777 for more information and advice.

+ What conditions are covered in the examination?

eXroid clinics are for the assessment and treatment of internal haemorrhoid disease only. Our doctors may advise further if any other diagnoses are found at the time of your examination and they may take on any prescribing duty or onward referral advice as appropriate, but this will be outside of and separate to their eXroid responsibilities and undertaken as part of their ongoing duty of care.

+ Can I have an examination and decide not to go ahead with the procedure?

Yes, if you decide not to go ahead after your examination we will refund you the cost of the procedure.

+ What if I need to change or cancel my appointment?

Please call us on 0800 999 3777 and we will do our best to accommodate you.

Please note that cancellations less than 48 hours before the appointment may result in a cancellation fee. See Legal notices and Terms of use"

Pricing & payment

+ How much does it cost?

A first consultation, examination and procedure costs £1,195. For any following procedure the price is £795. For information about homecare service please contact us on 0800 999 3777.

If your treatment cannot go ahead for any reason after the initial consultation & examination, the treatment portion of the fee will be refunded (£875); the consultation fee (£320) is non-refundable.

Please note, these prices are for self-pay patients only. Specific fee agreements exist for privately insured patients, therefore if you have a limit on your insurance policy please check fees with your insurance provider at the point of obtaining pre-authorisation. For more information, please click here

+ How do I pay?

You can book your appointment via our website here or alternatively if you would like to speak to an advisor, you can either contact us using our online chat service or call us on 0800 999 3777.

We'll take full payment at time of booking. We accept all major debit or credit cards including American Express. We also have finance options available.

Please note that cancellations less than 48 hours before the appointment may result in a cancellation fee. See Legal notices and Terms of Use.

Please call us on 0800 999 3777 for more information and advice.

+ Can I use my private health care insurance to pay?

We are working with 2 major UK private healthcare insurers – BUPA & WPA. To find out how to have your eXroid treatment covered by your policy please contact us for more information and to help organise individual arrangements. Your insurance company may need a treatment code for electrotherapy, which is H5260.

Please call us on 0800 999 3777 for more information and advice.

+ What is the code required for my medical insurer?

We're working with all major health insurers to enable your insurance to cover our treatment. When you ring for a talk or to book an appointment, we will advise whether your insurance will cover an eXroid treatment. Your insurance company may need a treatment code for electrotherapy, which is H5260. See Payment Terms.

+ I didn’t get treated – will I receive a refund?

If you choose not to get treated or you are not suitable for the treatment, your treatment portion of the payment made will be refunded to you. We will retain the £320 consultation fee. If you have internal haemorrhoids but cannot be treated on the day for whatever reason, we will call you (usually within 48 hours of your appointment) and transfer the remaining funds to another future appointment. PLEASE NOTE: If you cannot be treated on this second appointment a further £320 fee is due and will be deducted from the transferred funds. This means you will pay 2 x £320 (£640) for the two consultations and the remaining funds will be returned to you.

+ How long will my refund take?

All refunds are sent to our accounts team, who aim to process them within 2-3 working days.

CARD PAYMENTS

If you paid by card, once your request is actioned by our accounts team, it may take up to 5-10 business days for funds to reach your bank account, which is dependent on your bank. You will receive a credit note email as well as a refund notification email once the accounts actions are complete - please look out for these and check junk folders in case.

BANK TRANSFER PAYMENTS

If you paid via a bank transfer, please ensure you have confirmed your bank details to the patient services team. You will receive a credit note email once the accounts team actions are complete - please look out for these and check junk folders in case. The funds usually land immediately, but please check and let us know if there are any issues.

Haemorrhoid Severity Score

+ What is the Haemorrhoid Severity Score (HSS)?

At eXroid, our GMC registered consultants use the Haemorrhoid Severity Score (HSS) with every patient during appointments, to help understand the symptoms as well as how severe they are. The HSS is one of the most accepted scoring systems for understanding the symptoms of haemorrhoids and is used widely by medical specialists, especially Colorectal Consultants. Tracking the score over time – especially before and after treatment – is essential to gaining more insight into how the disease and its symptoms change and develop, which again, can be unique to the individual.

We believe the more understanding there is of this disease the better-informed sufferers can be, helping them to feel reassured and confident in managing this condition and when to take action.

This is why we are offering every sufferer the opportunity to “take the test” and start the journey to better understanding their symptoms.

You can take your test by clicking here

+ What happens once I've completed the questions?

Look out for your results email including your downloadable eCAT® tool. The eCAT® tool will help you and your GP or health care professional discuss and document your symptoms effectively, following an examination.

+ I didn't receive my eCAT® tool. How can I download one?

You can download an eCAT® tool by clicking here

+ What does my score mean?

The score is out of 15 and generally any scores of 1-2 are considered as “mild”, 3-6 as “moderate” and 7+ as more “severe”. This is just a guide though and even lower scores can present as symptomatic and feel as bad as someone with a higher score. The scores act as a guide to allow you to track and understand changes in your symptoms over time and the tool has been designed to allow you to become more aware of these changes, rather than to diagnose you with any condition specifically. In all instances of pain and bleeding we advise you to be seen by a GP or specialist. Please see below some advice depending on your current score.

Before Haemorrhoid Treatment

+ Do I need my doctor to refer me?

No, we’ll take care of everything for you and we’ll even write to your GP afterwards to let them know. Please call us on 0800 999 3777 for more information and advice

+ Does a doctor carry out the procedure?

Yes, all of our medical staff (Doctors) are General Medical Council (GMC) registered Consultant Surgeons and are exclusively trained and accredited as eXroid® treatment specialists to use our CE approved equipment. Only specialist trained eXroid® clinicians are able carry out the procedure.

+ Do I need to follow a specific diet or have an enema before a treatment?

No, you don't need to do anything before your treatment.

During haemorrhoid treatment

+ Is the procedure painful?

The eXroid treatment itself is not usually associated with significant pain relating to the current delivered, however, some patients do find the process painful relating to the insertion of the anoscope (a hollow plastic tube) to allow access to the base of the internal haemorrhoids, where the eXroid treatment site is. There are usually very few nerves at this point (well above the dentate line) so pain is not usually experienced, rather a dull aching sensation has been described by patients. The intensity of this ache can be managed by the treating doctor by adjusting the current to a tolerable level for the duration of the treatment and the doctor will talk to you during to manage this to suit you as well as get the best possible result.

Occasionally, during the treatment, the muscular anal canal can go into spasm (a bit like a cramp pain) as the body tries to push out the anoscope. Using relaxation techniques, guided by the treating doctor, can help patients to relax during the treatment which can ease this discomfort. For most patients the treatment is not painful, but for about 10% of patients (based on patient feedback data) it can be more unpleasant and/or painful. However, our eXroid Practitioners can help find a solution to manage any pain or discomfort using various techniques during the treatment process and will tailor the treatment to the individual needs.

Please call us on 0800 999 3777 for more information and advice.

+ How long does the treatment take?

It can take up to 10 minutes for each haemorrhoid, or up to 30 minutes for one session treating 3 piles. An initial consultation and treatment takes 45 – 60 minutes.

Please be aware that the treatment can take up to half an hour with you lying on your side. If you have any back or hip issues we will aim to keep you as comfortable as possible during this time

+ Will an assistant be available to chaperone me?

Yes, we will always make sure there is someone there for you.

After haemorrhoid treatment

+ Can I go back to everyday activities straight away?

This is usually possible for most. For some patients, a short recovery time may be required and, for a small percentage (actually 11%) one or more days is sometimes required.

+ Is it possible I may need more than one treatment?

Many of our patients are cleared of their haemorrhoids after one treatment. Larger piles or patients with more than three haemorrhoids may require more than one treatment. The number of treatments you need largely depends on how many piles you have and how big they are, although even patients with larger piles have been cleared of their haemorrhoids after just one gentle treatment.

+ Will the doctor be able to tell me how many treatments I’ll need?

Yes, the consultant will advise you on treatment expectations as part of your consultation and treatment.

Larger piles or patients with more than three haemorrhoids may require more than one treatment, although a number of patients with large piles have been cleared after just one gentle treatment.

However, it is not always possible to be certain how many treatments you might need in the end, as this can vary from patient to patient and even pile to pile!