Psychiatry UK LLP – Terms and Conditions
At Psychiatry-UK LLP (psychiatry-uk.com,) we want to make access to mental health treatment easier and more effective for everyone. When you use our services at psychiatry-uk.com, you commission the services of our members and associates, all of whom are consultant psychiatrists who are listed on the specialist register at the General Medical Council which is the medical regulatory authority in the UK. We are also registered with the UK’s Care Quality Commission which is the independent regulator of all health and social care services in England.
Please be sure to read the following thoroughly, the following terms and conditions apply to the use of our website https://www.psychiatry-uk.com/ and our online services. We want to ensure that you experience the best in ethical, legal and professional standards and that you have the service that is right for you. Should you have any queries or ideas as to how we can improve our services, we would value your input so call us on 03301241980 or email firstname.lastname@example.org.
There are some important limitations on our obligations which are set out in these terms. The most important of these are:
- We provide remote mental health advice, consultations and information services. Some instances are not suitable for such treatment, so if you have any doubts, be sure to check by giving us a call or by reading up on our website before you book an appointment.
- In order to provide our services we will need certain information from you, some of which may be quite personal – but don’t worry, we will store that information as securely as we possibly can and we will not share any of that information with anyone unless you authorise us to do so or if, as clinicians, we have serious concerns of significant risk to you or others if we do not do so.
- We need to make sure that there is suitable local medical support for you, wherever you are. We therefore place some emphasis on being able to contact a local medical service, often a GP, if we feel we really need to. This doesn’t mean that we will insist on talking to your GP about you, just that we need to know that you have a local medical service to which we can refer if necessary.
- We are based in the UK and we are subject to UK law so, though you may actually be somewhere else, your interaction with us is considered to be taking place in the UK. However, though we can see people from outside the UK in some circumstances, we can’t take responsibility for any laws outside the UK regarding access to our services. Some of our services are specifically designed for use in the UK and if you use them from elsewhere you should check in your country or region that it is within the law and appropriate for you to do so.
These terms may have to be changed or amended from time to time. Please make sure that you have checked the terms and conditions when you start your treatment with us. These terms were last updated on: 31/03/2017
1) Who we are
Who we are and how to reach us
We provide online mental health services by providing access to consultant psychiatrists using a secure video conferencing system or by telephone or email.
- Our services are conducted by consultant psychiatrists who are registered in the UK.
- We are Psychiatry-UK LLP, a limited liability partnership registered in England and Wales. Our company number is OC372755.
- Our registered office is: Lowin House, Tregolls Road, Truro, TR1 2NA, which is our accountant’s office so it is the place to send any official or formal documents but not our place of business.
- We don’t really have a conventional principal place of business as we really are a virtual organisation, but our admin is managed from PO Box 329, Dewsbury, WF13 9DN, so that’s the best place to send us anything by post.
- You can contact us by telephone during standard office hours on 03301241980 or by email at email@example.com.
2) Services provided
Our services and what you personally need to check when you use them.
- Our services are provided via remote and online communication methods such as video consultations, email and by phone.
Our services include:
A. Most standard general adult psychiatric services,
B. Most standard child and adolescent psychiatric services,
C. Some perinatal psychiatric services,
D. Some old age psychiatric services,
E. Most addiction services,
F. Some intellectual disability services,
G. Some eating disorder services.
- We also provide medico-legal services through a subsidiary company, Psychlegal-UK Ltd. Any services that you receive from them will be subject to their own indemnity and terms and conditions.
- Some conditions are not suitable for online consultations, and you should always seek advice from a medical practitioner in person if you aren’t sure that you are able to communicate your needs or issues during an online consultation, If you are concerned about the advice you have received from us please contact us directly explaining your concerns. You are always free to seek a consultation from another doctor (face to face or online) if you wish.
- Our services are primarily provided in English, however, we pride ourselves on being able to provide services in many languages and from consultants with many different cultural backgrounds. We will always try to help you to see a psychiatrist who suits your particular needs, however, we can only provide a closest match and cannot promise that you will be able to see a doctor who can speak your native language or who has direct experience of the culture or country in which you live or have grown up.
- We really try our best to provide our services with the reasonable skill and care of qualified and experienced professionals. If you believe that our services have not met this standard then please contact us to let us know. We will treat your concerns seriously. Should we agree that standards are not being met, we will be happy to fix, refund or re-perform the service we have provided.
- All of our practitioners are consultant psychiatrists, registered in the UK, in good standing with the professional associations to which they belong and who have committed to provide services in accordance with clinical best practice and applicable professional standards.
- We provide what is known as a secondary care service, and we place an emphasis on linking back to your local primary care services, both for your safety, and for our peace of mind, (in most cases, this is to your General Practitioner or a medical facility local to where you are based). We can give a service to those who have good reason not to wish to share details of a local medical practitioner, but this is on a case by case basis, and we can refuse to provide a service if we choose, without any further reason other than you refusing to provide us with details of a local medical primary care service to which we can refer you back if we believe that to be in your best medical interests.
- Psychiatrists will not prescribe medicines unless it is, in their professional opinion, in the best interests of their patient (and they may not be able to prescribe some medicines on the basis of an online consultation, depending on the condition and your location).
- We do not provide NHS Services, we only offer consultations to privately paying patients.
3) What we need from you
We need certain information and other things from you in order to provide our services
- To help you and provide the best psychiatric services possible, we need certain information from you. You must ensure that:
- any information you give to us or any of our psychiatrists is accurate and in comprehensible English or in the language that it has been agreed that the consultation will take place;
- if you have any concerns about the services we provide you or any information on the website, you seek further medical advice from your GP or another medical professional;
- you follow any instructions you are given by our consultants;
- you follow any instructions regarding the use of any medicines or other health care products we recommend or prescribe (including in respect of use-by dates);
- you report any adverse or unexpected effects of treatments, that we have recommended, to us;
- you keep any medicines prescribed out of the reach of children and in a secure environment;
- you inform us if any information that you have given to us becomes incomplete or false;
- you use our services only for yourself.
- Our services and consultations are conducted according to your specific needs, as such please do not register multiple times for our services.
4) How our services are regulated
Accessing our services from outside the UK and Republic of Ireland
- We provide our services to any adult (and to children in accordance with section 5).
- Our services are provided from facilities in the UK in accordance with the Care Quality Commission in the UK (www.cqc.org.uk)
- In the instance that you are using our services from outside the UK, you should check that the use of our services is legally permitted in the country or region in which you are residing. Our services are provided according to UK laws and regulations and we cannot take any responsibility for any differences between the laws in the UK and any other rules about healthcare services anywhere other than the UK.
5) Using our services for children
Children using our services must follow certain guidelines.
- Child and adolescent psychiatric services are offered to children over the age of 10. They are conducted after an initial interview with the parents or legal guardians of the child. Follow up appointments are then arranged with the parents or guardians.
- Consultations for those under 18 must be arranged by the parents or legal guardians.
- We may suspend services or terminate user accounts if we reasonably suspect that they are being used in breach of the restrictions in this Section 5.
6) Prescribing medicines
How medicines are prescribed to you
- In most cases, we will seek your agreement to allow us to advise your local primary care service on what medications you should receive, rather than prescribing to you ourselves. This will normally save you money, as well as allowing you access to local primary care support, if required.
- Our services are provided by qualified psychiatrists registered with the UK’s General Medical Council who are permitted to prescribe medicines without meeting the patient face to face. If we provide you with prescriptions they will be private prescriptions unless otherwise stated during your consultation with the consultant. We charge for a private prescription and you will also incur the cost of the medicine(s) prescribed. This price is set independently by the pharmacy and not by Psychiatry-UK LLP. The patient is in no way obliged to get the prescribed medicine from a particular pharmacy. The General Medical Council registration numbers of all Psychiatry-UK LLP psychiatrists,are available upon request. All practitioners who dispense medicine have signed up to the General Medical Council’s policies on remote medical prescriptions and the standards of quality and safety as laid out by the Care Quality Commission, copies of which can be found at here and here.
- Should you choose to collect your own prescribed medication and have the prescription sent to your address, we shall make reasonable effort to send a prescription acceptable to a recognised pharmacy close to your address.
- Should you choose to have us send a prescription directly to a pharmacy, we will use reasonable efforts to deliver the prescription to the pharmacy of your choice promptly but we are not connected with and have no control over or responsibility for any individual pharmacy, their policies in relation to acceptance or otherwise of prescriptions, opening hours, cost or availability of medicines prescribed.
- The dispensing chemists are independent of our organisation and, to the extent permitted by law, we disclaim responsibility for their acts and omissions.
7) Other limitations to our services
Our services are limited by certain factors
- We cannot guarantee the availability of any of our consultants at any particular time. If at all possible, we will arrange a consultation with a consultant as soon as possible but we cannot guarantee a consultation at a particular time. Consultations are generally limited to 60 minute sessions.
- Consultants may provide different clinical opinions on the same condition or set of symptoms. Provided that these opinions are reasonably held, the fact that two consultants give differing opinions on the same condition should not indicate a defective service.
- We do not tolerate abuse or offensive behaviour towards consultants.
- Our services are not designed to be accessed remotely by non-English speakers unless by prior arrangement.
- We may require certain personal information from you so as to provide our services. If we do not receive this information, we may be unable to provide our services.
- As a secondary care service we require details of a locally based medical primary care provider with whom we can communicate about your condition, if we consider it medically necessary to do so.
- We may suspend your access to services if your use of our services breaches any of these terms.
8) Accessing our services
How to access our services, and limitations and other terms concerning access
- Our services are accessed remotely using the internet, data networks and devices which can access the internet and operate via our Website. We make our Website available for access using infrastructure, but are not responsible for the infrastructure ourselves. If you wish to use the services, you should ensure you have an internet-enabled device and a sufficient internet connection available.
- Technical or security threats or issues affecting the infrastructure may require us to suspend our services and postpone consultations in order to ensure they are secure and/or operating optimally. We will minimise these suspensions, but are not responsible to refund charges or compensate you if they occur, unless they exceed 30 days in length, in which event you may cancel your agreement to take a consultation with us and receive a full refund.
- When you send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically if you require or request a response. We will communicate with you by e-mail.
- Anti-virus software and anti-malware devices are in use on the website but we cannot guarantee that the website will be free from viruses or malicious software so please ensure anti-virus and anti-malware software are in operation on any device with which you use to access our website
- You must not attempt to gain unauthorised access to the services or Website.
9) Alterations to these terms.
What happens if we change these terms
We may occasionally need to change these terms, for example when the laws governing our practices change so as to ensure that our clients’ information is safe and our services are securely provided or if our services or charges are changed. If we make a change to these terms we will notify you of the change by email.
10) Our use of your personal information
How we use your information
- Any personal information that you give to us will be processed strictly in accordance with the Data Protection Act 1998 (as may be amended or superseded) and all other relevant privacy legislation.
11) Recordings of consultations
We voice record consultations for the following reasons:
- To monitor quality and for audit purposes authorised members of our psychiatric team may, very rarely, have to use consultation recordings.
- Generally consultations and activity are recorded to provide a comprehensive medical record of our consultations, to help maintain the quality of our services by allowing our consultants to seek second opinions from their peers and to give you access to recordings of your consultations to allow you to listen to them again and get as much from them as possible.
- These recordings remain the property of Psychiatry-UK LLP. Consultation recordings should never be published on social media or any other media sharing platforms. If this term is breached, then we reserve the right to suspend services, terminate your account and possibly take legal action against you.
12) Limitations on the provision of our services
Occasionally you will be unable to use our services – for the following reasons
- Due to the nature of the services, we may be unable to provide services due to events beyond our control. If this happens, we are not responsible to you but we shall notify you as soon as possible and take steps to minimise the interruption of our services to you.
- Members of our psychiatric team may not always be available to provide services to you and in the unlikely event that there is a possible delay of more than 30 days to service performance, you may cancel your agreement with us (and we may do the same).
13) Price and payment
- We make an initial fee of £300 for all of our adult consultation services. This pays for up to an hour with a consultant psychiatrist and a resultant letter to you and/or your primary medical health provider (GP).
- Initial appointments can be made automatically, via the website, or by ringing our admin service on 03301241980.
- After your initial appointment, you may need a follow up appointment. You will always be required to have a follow up appointment if the consultant agrees to prescribe medication for you.
- The consultant will then agree the follow up appointment time and date with you at the end of your consultation and you will receive an invoice for the appointment by email.
- Follow up appointments cost £150 and take up to 30 minutes. A follow up letter is included in this fee.
- All other appointments have to be made via our admin service on 03301241980
- We provide an initial parent/guardian consultation for £150, prior to a consultation with any child or adolescent. This pays for up to 30 minutes with a child and adolescent psychiatrist and a resultant letter to you and/or your primary medical health provider (GP). Any consultation with the child concerned and fees associated with this will be discussed in the consultation and set out in the letter.
- We also provide 30 minute advice consultations for concerned relatives or friends to discuss third parties for whom they have concerns. These can only be made after discussion of the particular situation with our admin service and are at the discretion of the consultants whom they approach. The fee for this service is £150. A summary letter is included in this fee.
- The payment for any consultation is always payable prior to the appointment. If we do not receive payment before the time of the appointment, with funds cleared into our bank, the appointment will be cancelled or postponed.
- Should there be a charge for extra time or for other items such as a private prescription, you will receive an invoice and be asked to make the payment via our admin service.
- If your appointment lasts longer than the allotted time, you will be liable for a charge of £3.33 per minute for the extra time taken, however, it is at the discretion of the consultant as to whether they seek to collect this fee.
14) Our liability to you
- We do not exclude any liability that we are not permitted to exclude under English Law.
- Where we are permitted by law, we exclude all conditions, warranties, representations or other terms which may apply whether expressed or implied.
- The services supplied are for personal use and we are not responsible for any business-related losses arising out of the use of our services.
- We have designed our services on the website to keep your personal mental health data secure. It is vital that you follow the use instructions and advice in these terms in order to ensure the safety of your data. We are not liable for any loss or unauthorised access to your data in the case that it results from you not having followed these use instructions and advice.
- If you have failed to adhere to our instructions or advice on use and your device suffers any damage from defective digital content, we are not responsible for compensation.
- Our total liability to you in respect of all losses arising under or in connection with these terms shall in no circumstances exceed the price you have paid to us for the services.
15) Branding and creative material
The basis on which you use our services
- We own copyright and other intellectual property rights on the Website, for our services and their content, including the voice recordings of consultations (Psychiatry-UK LLP).
- You are permitted to use our website, medical record and consultation system in order to receive our services. You can store it on your device and print copies of it for your personal use. You may communicate material containing Psychiatry-UK LLP to your GP or another medical practitioner. You are not permitted to copy, distribute or make any business use of Psychiatry-UK LLP. You must not remove or obscure any notices regarding Psychiatry-UK LLP.
- The Psychiatry-UK mark, logo and combined mark and logo are our trademarks of the Company or its affiliates in the United Kingdom. Other graphics, logos, page headers, button icons, scripts, and service names are trademarks of other businesses or our affiliates or Partners.
16) Cancellation on your part
Certain rights allow you to cancel an appointment with us, as outlined in this section.
- If you are a Consumer (an individual who is not acting as a business or other organisation) then you are protected by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, so you have a legal right to cancel a booking that you have made with us within 14 working days of the date the booking was made and to receive a full refund.
- If you commence use of the Services within the 14 day period your right to cancellation ends.
- In the event that you wish cancel a booking within the 14 day period, contact us in writing by sending an email to firstname.lastname@example.org.
- In the event of cancellation under this clause, you will receive a full refund of the cost of the services. We will process the refund as soon as possible and, at the latest, within 14 calendar days of the day on which you gave us notice of cancellation.
- We consider the service to have commenced two hours prior to the booked appointment as this is the time that we deem reasonable notice to the consultant that they do not need to prepare for the consultation.
- Should you cancel your appointment within 2 hours of the time and date of the consultation, any refund of the cost of the services or part thereof will be at our discretion.
17) Cancellation on our part
We may terminate our agreement with you:
- If for reasons outside our control, we are unable to provide our services as detailed in these terms
- If any fees or charges are not paid on time
- If you do not comply with our terms
18) Failure to attend a consultation
Should you fail to attend a consultation without giving notice, though we will listen sympathetically to any reasons that you may give for not attending, the full cost of the appointment will be chargeable. Any decision to refund any or all of the cost of the consultation will be at our discretion.
18) Complaints and Disputes
What to do if you have a complaint with regards to our services or disagree with us about anything in these terms
- You can always give us feedback on our services by contacting us at email@example.com.
- Please tell us about any complaints you might have as soon as possible so we are able to resolve it as soon as possible.
- If you have a complaint, we may ask you for certain details about you and your complaint in order to address it. Please provide these as soon as possible so that we can handle your complaint quickly.
- Our consultants are registered healthcare professionals and so shall deal with any complaints appropriately as per our complaint procedure.
- We will investigate any complaint and keep you updated on the results of the investigation.
- We shall also discuss the investigation with you. If we are in the wrong, we shall apologise to you.
- If the subject of your complaint is to do with the professional standards or behaviour of one of our consultants and we are unable to satisfy you that we have dealt with it appropriately, you can report your concerns or make a complaint to the GMC here.
- If any disagreement between you and us arises in connection with these terms, we will attempt to resolve it by discussing it with you.
- You may also submit a disagreement with us for online resolution to the European Online Dispute Resolution platform here.
- These Terms are governed by English law. This means that any dispute or claim arising out of it will be governed by English law and the courts in England and Wales will have exclusive jurisdiction over it.
19) Other terms
Other provisions explaining how we may exercise our rights under these terms
- We may transfer our rights and obligations under these terms to another organisation, but we will always notify you in writing if this happens, and this will not affect your rights under these terms.
- Our services are personalised and so you may only transfer your rights or obligations to another person if we agree to it.
- Only you can enforce the agreement between you and us although as per section 5 a parent or a guardian may enforce the agreement on behalf of a person who is under 18.