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Terms & Conditions of Service

1. Protecting your Privacy

Psymplicity is committed to protecting your privacy when dealing with your personal information. The following privacy policies outline your rights as well as the ways in which Psymplicity collects, uses and protects your data. We also draw your attention to Section 11 below. If you have any questions about how Psymplicity handles your data, please feel free to contact us at dpo@psymplicity.com.

  • Click here to read our Patient Privacy Notice

2. Before Attending an Appointment with Psymplicity

By booking an initial appointment with Psymplicity you agree to complete a Patient Registration form and submit it to us in a timely manner prior to your appointment. Your appointment cannot go ahead until the information in the Patient Registration form is received from you, completed in full.

3. Attending Appointments

Appointments are conducted online.

Psymplicity uses Zoom for its online appointments. We will send you a link, which you should use to access the Zoom meeting at the time of your appointment.

Please direct any questions to the Patient Enquiry Form

 

4. Cancellations

Appointments may be cancelled for a full refund provided that at least 48 hours’ notice is given prior to the scheduled appointment time.

Please note:

  • Cancellation requests must be received between 9am and 5pm, Monday to Friday.
  • Any cancellation request submitted after 5pm, on a weekend, or on a bank holiday will be deemed to have been received at 9am on the next working day.
  • This means that, in some cases, you may need to cancel more than 48 hours before your appointment in order to qualify for a full refund.

 

After this time, all assessment, reviews and therapy appointment fees are fully chargeable and non-refundable, as it ensures efficient allocation of vital resources to serve you and others effectively. While our primary mission is to assist as many individuals as possible, we understand unique circumstances may arise.

In exceptional cases, at the absolute discretion of Psymplicity’s leadership team, refunds may be considered, provided we can promptly fill the appointment slot with sufficient notice. Therefore, please regard your fee as typically non-refundable, but rest assured, we strive for fairness and flexibility when possible.

5. Prescriptions

Issuing a prescription is at the sole discretion of your psychiatrist during the consultation with you and is also subject to the limitations applied by the Psymplicity medical team. There is no guarantee that you will be provided with a prescription for medication.

Prescriptions provided to you are included as part of the initial assessment and any follow-up review appointments*, only where your psychiatrist deems it appropriate to prescribe. If you would like to request a repeat prescription outside of an appointment with your psychiatrist, you will need to do so through the Psymplicity website where a separate prescription processing charge is payable. This charge must be paid before issuing the prescription will be considered.

* Psymplicity will not include a prescription or clinic letter as part of the appointment type/cost for any appointments lasting less than 15 minutes.

5.1 Controlled Medication

Psymplicity aims to send all controlled medication prescriptions to a pharmacy of your choice using Royal Mail recorded delivery, but cannot guarantee the delivery or the delivery timeframe. Where possible, ‘The Good Pharmacist’ is used. Psymplicity cannot post prescriptions to a residential address. Once handed over to the postal service, the delivery of this prescription is not in our control, and Psymplicity will not be held liable for any delays or issues locating prescriptions at the pharmacy.

5.2 Non-Controlled Medication

Psymplicity aims to send all non-controlled medication prescriptions to a pharmacy of your choice using Royal Mail recorded delivery. Where possible, ‘The Good Pharmacist’ is used.

Some pharmacies will accept prescriptions for non-controlled medications via email and Psymplicity can arrange this if you provide us with the contact information for your chosen pharmacy and allow sufficient time for this to be arranged.

5.3 Pharmacy Charges

You will be charged by the pharmacy for the medication. The prescriptions available via Psymplicity are private prescriptions (not NHS prescriptions). You accept that private prescriptions are fulfilled at a charge, unique to the fulfilling pharmacy, which is not under the control of Psymplicity. It is your choice as to whether you have any prescription fulfilled and at what cost. ‘Prescription’ also applies to repeat prescriptions.

Any prescription that you receive via the Psymplicity clinic is only valid for use at legal UK pharmacies. You understand and agree that any prescriptions acquired from Psymplicity are solely for your personal use. Furthermore, you agree to read carefully all information provided to you and to follow the instructions provided by your psychiatrist on the prescription(s) itself (the label applied by the pharmacy) or otherwise, before taking any prescribed medicines. You also hereby agree to contact your psychiatrist or another doctor or pharmacist if you have any questions or do not fully understand the reasons you have been prescribed medication or the instructions related to the medication.

6. Assessment Letters

After an initial consultation or assessment, Psymplicity will provide you with an assessment letter which will outline the diagnosis. Follow-up appointments will usually include a brief letter or report, and this will be determined at your psychiatrist’s discretion. Any additional letters, reports or other documentation requested by the patient after the initial assessment will be charged separately.

7. Payment

7.1 Payment Terms

All appointments and services with Psymplicity are chargeable and payment is required in full before your appointment. Please note our cancellation policy in Section 4 above.

  • If booking within 7 days, payment is required within 24 hours of booking.
  • Appointments booked more than 7 days in advance must be paid for in full, at least 7 days before the appointment.
  • After the deadline the appointment will automatically be cancelled.

It is the patient’s responsibility to ensure that all payments are made on time. If at any time you are struggling to make a payment, you should contact Psymplicity. We reserve the right to pass any outstanding balances not settled within 30 days of the appointment to an external collection agency.

Psymplicity only accepts payments in British pound (GBP).

7.2 Natwest TYL Payment Gateway

At point of booking, Psymplicity redirect you to the TYL payment gateway, where you can pay using all major credit and debit card, Applepay and Googlepay. The payment link will also be emailed to you around 3 minutes after booking.

7.3 Insurance Cover

If you have cover with an insurance provider it is important that you contact your insurer before booking in with Psymplicity, to confirm that the appointment/s will be covered by your insurer.

Psymplicity will require payment at time of booking and will provide all neccessary doucmentation for you to reclaim your costs from your insurance company. Psymplicity will not reclaim your fee on your behalf.

8. Refunds

Psymplicity will aim to process your refund immediately upon request if within our terms, but it may take up to 5 working days for the refund to appear in your bank account/credit card.

9. Declaration

By booking an appointment with Psymplicity you confirm:

    1. The information you have provided is, to the best of your knowledge, accurate and complete.
    2. You understand that where your appointment is with one of our practitioners, they are directly liable for the care they provide to you.
    3. You understand that whether you book telephonically or online, Psymplicity may contact you using the details you have provided to discuss your care or appointment booking.

10. Zero Tolerance Policy

Psymplicity is committed to providing a high standard of care to our patients. The welfare of patients and staff relies on establishing a good relationship between the patients, those working at Psymplicity, and our practitioners. Therefore, to protect both staff and patients, Psymplicity respectfully highlights that the following inappropriate behaviours will not be tolerated:

  • Swearing
  • Threatening, intimidating or verbally abusive behaviour
  • Inappropriate comments to our staff
  • Intoxication
  • Physical abuse

Psymplicity have a zero-tolerance policy towards such behaviour, particularly threatening or violent behaviour towards anyone associated with our Services. Psymplicity reserves the right to terminate an appointment (and call for police assistance if deemed necessary), and discharge from the clinic,  anyone behaving in such a manner.

11. Personal Data

Psymplicity collects and processes personal data from our clients, including:

  • Personal data: basic contact information: name, date of birth, gender, address, email and GP contact details.
  • Special category personal data: presenting problem information, therapy, psychology and psychiatry records (specialist notes, letters, reports, and/or outcome measures).
  • If you complete a Psymplicity website-based enquiry form, Psymplicity will also collect any information provided to us.
 

Psymplicity uses the information that we collect from you to:

  • Provide our services to you.
  • Process payments for services.
  • If you have opted into our email updates, Psymplicity may send you information about our services that might be of interest to you. You have the right to opt out at any time and request that your personal contact information be deleted to prevent further proactive contact from us.
  • Psymplicity works with partners who provide us with analytics. This helps us understand how users interact with our service and measure its performance. Cookies and similar technologies may be used to collect this information.
  • Psymplicity will inform your mental health professional of the date and time of your appointment. The professional will also have access to your profile that contains your name, date of birth, your presenting problem and GP details.
  • Psymplicity will also use the information to confirm your scheduled appointment and send you an automated notification before the start of your session.
  • Psymplicity may also use your information to process a refund if necessary.

 

GP details
Psymplicity is required to obtain your GP details prior to your assessment. These will only be used in emergency circumstances or required by law. You are therefore required to provide details of your GP’s name, address and contact number on your registration form and these details must be kept up to date at all times. You have the option to select whether you authorise or do not authorise Psymplicity to contact your GP, and Psymplicity will follow this instruction. In the event of an emergency or safeguarding alert Psymplicity is legally required to contact your GP.

Psymplicity will not be liable for any harm or loss that may arise as a result of such details not being disclosed. More information is provided on your patient registration form.

Information sharing between Psymplicity healthcare professionals providing you with care and treatment
Psymplicity takes your privacy extremely seriously. We will only use your personal information to provide the services you have requested from us.

If you do not provide the personal information requested, Psymplicity may be unable to provide services appropriate to you.

Retention of information
Psymplicity will retain your personal information in line with the Records Management Code of Practice – Retention Schedule, as applicable to Mental health records. The legal requirement is 20 years, which helps us deal with subsequent long-term enquiries from care providers and legal disputes that may arise. Any eariler erasure will need to considered in order to comply with all relevant laws. Residual anonymous information and aggregate information, neither of which identifies you (directly or indirectly), may be stored indefinitely.

Psymplicity will not share your personal information with third parties for marketing purposes. Please refer to our Privacy Policy here.

PSYMPLICITY CAN NOT PROVIDE EMERGENCY SERVICES OR SUPPORT

Psymplicity does not provide any emergency services. Please contact 999, 111, or Samaritans on 116 123 in the case of an emergency.

If you have any further questions, please do not hesitate to contact the Patient Care Team on 0207 118 0407 or through the Patients Equiry Form