Terms and Conditions

Terms and Conditions

(Clarity Psychiatry LTD is referred to as Clarity in the terms and conditions)

Dr Zoe’s pledge to you 

If you choose Clarity Psychiatry, we will work to provide you with an excellent standard of care. 

Compassion and fairness are two values that underpin the service and we will apply those values when we operate our service under our terms and conditions. 

This service is run with the intent of providing you with help, understanding and support. My hope is that you will be completely satisfied. If you are not for any reason, please approach us for resolution of your concerns. 

We endeavour to supply you with all information that is relevant to you choosing to book with us.

 

Your responsibilities 

You must give us truthful and fully detailed information to us about your circumstances, health and risk.   

If we do not specifically ask a question that would influence your treatment planning, you must proactively tell us any additional information that you think necessary. 

You must update us about any changes in health or circumstances that you or your clinician deem as relevant to your treatment plan.  

If networking with other services as necessary for your safety or that of your child you must give us contact details for those services. 

We will treat you with courtesy and respect, please treat us in the way you would like to be treated. 

If you require additional information above and beyond what we have supplied in order to book a suitable appointment, you can and should contact us prior to doing so.

If you consent to your reports being shared with your GP you must supply us with an email address to do this. If it is not published you can acquire this by contacting your surgery and explaining the reason for needing it. If they will not supply it please request that they email it directly to us. If you do not supply this on your booking form (sent on confirmation of a new patient booking) you understand that this may lead to delay or even absence of communication with your GP. Incomplete GP records can cause risk – for example if you needed care for a medical or psychiatric emergency, or were assessed or prescribed medication for a condition elsewhere.

 

General Services  

Clarity  provides appointments to clients aged between 6 and 64 at time of initial appointment. If you book and you are outside the age-range then your appointment will be cancelled subject to our cancellation policy. 

Clarity uses secure video streaming software and in person meetings to enable psychiatric, psychological and neurodevelopmental assessments to take place between clinicians and clients.  

Initial and repeat prescriptions are also a service provided when deemed appropriate by the assessing clinician.  

Clarity may at any time cease to arrange subsequent treatment or appointments for you, if we judge that it is no longer appropriate for us to do so. We are not obliged to give any reason for so doing. If we do decide to withdraw our services for any reason then we will endeavour to either refer you to an appropriate alternative provider where one is available, or we may direct you to your GP for onward referral.  

Clarity reserves the right to decline to see any individual, with or without clinical justification.  

Clarity provides care for the client for whom the appointment is made and there is no automatic rights conferred on the paying individual (if different) If there are safeguarding concerns we will share information in accordance with our obligations. 

 

Payment Terms  

Clarity is a private ‘self-pay’ service. When you make a booking you will need to pay in full for the service required. If you are unsure of what appointment you require, you can contact [email protected] to help. If you book the wrong type of appointment, Clarity reserves the right to ask you to rebook appropriately or to book additional follow up time to allow the necessary assessment to be completed.  

If you are issued with an invoice for services that were not booked online that must be paid within 28 days of receipt. Late invoices will occur interest at a rate of 2% monthly.  

The purchase of goods or services online, usually comes with a statutory right for you to cancel your order within fourteen (14) days after the day on which the contract is entered into (“Cooling-Off Period”) without giving any reason. By booking an appointment that is less than 14 days from the date of booking, you acknowledge that you have waived your statutory right to cancel during the Cooling Off period. This is so we are able instantly to start providing the Services and/or secure time with a Clinician in advance to ensure their availability  

 

Refunds 

If our IT issues prevent an online appointment taking place then we will refund OR rebook your appointment. 

As Psychiatric care can sometimes be unpredictable (Someone may present with a risk or emergency) occasionally the clinician will be running late. If this is more than a 15 minute delay starting your appointment, you will be entitled to a refund OR rebooking.  

If an appointment has to be cancelled due to clinician absence (i.e. illness) you are entitled to a refund OR rebooking. 

If an appointment has to be rebooked due to the factors above we will attempt to rebook the same week, even if it is out of hours but this cannot be guaranteed. 

The description of each appointment type is a guideline to help clients choose the right service for them. The description does not serve as a guarantee that a diagnosis and treatment plan can be made within the appointment. If this has not been possible you are not entitled to a refund. 

The time allocated to the appointment is a guideline and if the appointment does not require the entire allocation of time you are not entitled to a refund. 

Psychiatry is inherently a subjective specialty. If before or after your appointment with Clarity you receive a different opinion about your diagnosis or treatment from another clinician, you are not entitled to a refund. 

If the consultation does not lead to the prescription of medication, you are not entitled to a refund. 

If you are unable to access your appointment due to difficulty connecting to the video link, you are not entitled to a refund. Please check the link functions prior to your appointment and contact us if it does not work. 

 

Cancellations or rebooking  

Clarity understands that circumstances change and will at our discretion support you to rebook or indeed cancel your appointment taking into account individual circumstances and our ability to fill your booking time at short notice. We reserve the right to charge cancellation or rebooking fees as below.  

Cancellations/rebooking requests will receive a full refund (minus card processing fees) if more than 14 working days of notice is given. If more than 7 working days notice is given you will be entitled to a 50% refund. If it is less than 7 working days until the appointment, you will not be entitled a refund. We will at our discretion rebook clients into an alternative slot without charge but this cannot be guaranteed.   

 

Data Collection and storage

Clarity collects and processes personal data from clients, including: personal data: basic contact information: name, date of birth, gender, address, email and GP contact details. Sensitive: presenting problem information, therapy, psychology and psychiatry records (specialist notes, letters, reports, and/or outcome measures). 

Clarity uses the information that we collect from you to: Provide our services to you. Process payments for services. Clarity Psychiatry will inform the clinician conducting your appointment of the date and time of your appointment.  

The clinician will be able to access your electronic record held on the Semble Platform.  

Clarity also uses the information to confirm your scheduled appointment and send notification before the start of your session.  

Methods of data collection include but may not be limited to: Emails, questionnaires, referral forms and the consultation itself  

Your data will be stored on a secure health care record platform (Semble) in accordance with GDPR regulations.  

Your data will only be accessed by clinicians involved in your care or administrators contracted by Clarity Psychiatry to facilitate safe and effective patient care.  

Clarity uses industry approved secure storage and report/letter sending. We cannot be held liable for any data breach caused by corresponding with us via email or post where a secure electronic letter in return is not requested or possible. (some GP services will only accept email attachment as a method to send reports. We also cannot be held liable for any data breach caused by cyber crime that we have taken the following precautions to prevent: Using a secure CRM (Semble) to store patient reports, consultation notes, health monitoring and electronic letters and password controlled access to the CRM for clinicians and DBS compliant, contracted administrators only.

 

Use of Note Taking and transcription software 

Clarity uses a note taking tool called Heidi to accurately and efficiently capture the details of our discussions and the outcomes of our appointments. This tool is fully GDPR compliant and in use in NHS settings. 

Heidi ensures that we can focus more on our conversation without having to write down these details manually, enhancing the quality of care you receive. 

Heidi is used to assist with documenting your consultation, capturing only what is necessary for accurate medical records.  

Heidi supports but does not replace letter/report writing (reports can take hours for a clinician to write even with this supporting tool). 

The data is processed and stored in your jurisdiction and in accordance with applicable privacy laws. None of your data is used for secondary purposes. Data undergoes a rigorous de-identification
 process to remove personal identifiers. Data is handled securely, with encryption and regular audits to ensure compliance.  

You have the right to ask for more information or opt out of the use of this tool. In order to account for the additional time needed for a clinician to assess and document without this tool an additional time charge ( 25% of appointment fee) will be payable. 

 

Information Sharing  

Clarity will share information with your GP, including review letters and clinical findings to enable safe and effective care. If you wish to opt out of this, you can tell us directly via email or during your appointment. It is your right to withhold consent for this except if there is a need to do so to manage acute risk.  

We will ask your explicit and direct consent to share with other individuals/organisations such as schools or other health professionals.  

In the event of an emergency or safeguarding concerns Clarity Psychiatry is required by law to share the relevant information with other agencies such as GPs and social care services. Clarity Psychiatry will not be liable for any harm or loss that may arise as a result of any information sharing that complies with our terms and conditions. 

 

 Under 18s  

 A patient under the age of 18 who is deemed to have capacity (sufficient intelligence and maturity to understand and make decisions about their health care) is able to consent or refuse consent for treatments and information sharing.  

Sometimes a young person may decline treatment, or decline disclosure of their records to third parties (including family members) and refuse to allow us to communicate with their parents. You acknowledge that we will be subject to such obligations of confidentiality in this respect and that we shall have no liability in the event we are required to comply with such obligations if asked to by the patient  

 

 Consultations  

Please check that your browser allows you access to our video platform. If your consultation is delayed because of technical function issues we will not be held liable (except if at our discretion it is clear that the issue is to do with our clinicians technology access)  

You may be asked to show photographic identification during a video consultation to confirm your identity. 

Please arrive or set up your video link in good time to preserve your appointment length.  

The appointment length is a guideline not an entitlement. On some occasions consultations will take less time than anticipated, and on some occasions at a clinician’s discretion they may slightly overrun. If you have any concerns regarding appointment length, in the first instance raise it during the appointment. If this is not possible or does not lead to satisfactory resolution of your concerns, please contact us via email to discuss your concerns.  

Prescribing Medication  

 Clinicians will not prescribe medicines unless it is clinically appropriate. There is no guarantee that medicine will be prescribed.  

Any prescriptions will be private prescriptions which means you will pay the issuing pharmacy for the medicine.  

There will be additional issuing fees for repeat prescribing outside of booked assessments and follow ups made by Clarity Psychiatry.  

Prescriptions will only be issued if the clinician has all of the necessary information to prescribe safely. This may include blood pressure, pulse, height and weight readings. If this information is requested but not supplied the prescription cannot be issued. Health monitoring forms are sent out with confirmation of ADHD appointments. Please fill this in ahead of time. 

Prescriptions can take up to 5 working days to process. Very occasionally this is delayed because of supply-issues or clinician factors We will endeavour to minimise delay and inform you of any issues causing this but cannot be held liable for delayed medication. 

If you choose to conduct your blood pressure, pulse, height and weight health monitoring at home then you accept full responsibility for using and maintaining suitable calibrated equipment to do so. If your clinician deems it necessary these measurements may need to be repeated in a healthcare setting. 

Records and communication  

Clinicians often spend significant time writing reports and letters to make sure they are accurate and helpful. Clarity Psychiatry will always provide a letter as a record of consultation.  

Your report/letter should be provided to you within 14 days of the appointment. In the event this does not happen we will provide you with an explanation as to why it did not happen. (This is usually because the formulation is particularly complex) 

 We understand that timely communication is of utmost importance, however we cannot be held liable for any harm or loss arising from late or missing communications.  

If you require additional letters or reports (i.e. to support an EHCP, for insurance etc) the letter writing service should be booked. If it is not you will be asked to book it prior to the letter being supplied.

 Shared Care  

 Where clinically appropriate, Clarity Psychiatry will support transition to NHS shared-care arrangements. This can only be requested after 3 months of an unchanged prescription. However, acceptance by the patient’s GP is entirely at the GP’s discretion and cannot be guaranteed.  

 Until shared care is confirmed, Clarity Psychiatry can continue to offer repeat prescribing under these terms and conditions.  

 Shared care agreements will be revoked if the follow-up interval is not adhered to.