Patient Services Policy

Effective Date: May 2025
Review Date: May 2027

1. Our Obligations

1.1 We provide a non-urgent triage service Monday to Sunday, 9am–8pm. This service involves an initial telephone screening, after which we use the information provided to refer you to an appropriate clinician.

1.2 Our referral decisions are based solely on the information you provide at screening. We are under no obligation to seek further information after a referral is made. If you are aware of any information relevant to your treatment, you are responsible for bringing this to our attention.

1.3 We reserve the right to decline to accept you as a patient and are under no obligation to provide reasons. Where we have already made a referral to our clinician, we may cease to arrange further treatment at any time if we judge it no longer appropriate to do so, again without obligation to give reasons. Where we withdraw from our services, we can provide a report discharging you from our service.

2. Your Obligations

By using our services, you agree to the following:

2.1 Supply full and accurate information to us and to any clinician to whom we refer you who works under The Neuro Medical Group Ltd.

2.2 Notify us promptly of any changes to your condition that may affect your safety or suitability for the care arranged.

2.3 Communicate with our staff respectfully at all times. We have a zero-tolerance approach to abusive behaviour, which includes not only inappropriate language but any communication we consider unduly aggressive or critical.

If we deem behaviour to be abusive, we may withdraw our services without refund for services already delivered. Where possible, we will signpost you to an alternative provider, but are under no obligation to do so. This does not affect your right to make a formal complaint.

2.4 Raise any concerns in the first instance with the staff member you have been dealing with. If the matter cannot be resolved informally, a formal complaint may be submitted, and our Complaints Leaflet will be provided upon request.

2.5 Provide prompt notice of any need to cancel or reschedule appointments, whether booked by you or on your behalf with a confirmed appointment with our team or clinical staff.

3. Dealing with Emergencies

3.1 Our triage service is non-urgent and does not provide out-of-hours cover. In the event of an emergency or crisis during office hours, contact us or, if the situation is urgent, your local Accident & Emergency service, GP, or Community Mental Health Team. Outside office hours, if your treating clinician is unavailable, contact your local A&E, Community Mental Health Team, or GP immediately.

3.2 Where we or one of our clinical staff determines that you require a higher level of care than can be provided in a private outpatient setting, we will refer you to an appropriate organisation.

4. Cancellation Charges

4.1 We request at least 48 hours’ notice for any cancellation. The following charges apply where shorter notice is given:

4.2 Cancellation with less than 48 hours’ notice: we reserve the right to charge up to 50% of the appointment fee.

4.3 Cancellation with less than 24 hours’ notice: we reserve the right to charge up to 100% of the appointment fee.

5. Fees and Payment Terms

5.1 Our fees are communicated at the time of booking and may be updated periodically. A payment link is forwarded, and an appointment is confirmed once payment has been made.

5.2 Payment for first appointments is required within 48 hours of booking in order to confirm the appointment. Failure to pay within this period will result in automatic cancellation.

5.3 Where fees are paid by a third party on your behalf (e.g. parent, guardian, or employer), you are responsible for ensuring that the third party complies with these terms, including the provisions of Section 6.

5.4 Payment for follow-up appointments is due at least 24 hours in advance. If payment is not received by that time, the appointment may be cancelled or reallocated. In exceptional cases where an appointment proceeds without prior payment, all outstanding fees become immediately payable and we reserve the right to take appropriate steps to recover any sums owed.

6. Non-Patient Payers

6.1 If you are paying on behalf of a patient, you agree to be bound by these terms in full, including all applicable cancellation and payment provisions.

7. GP Involvement

7.1 We strongly advise you to keep your NHS or private GP informed of any treatment arranged through our service. Coordinated care is essential for your safety. Please note that our clinical team recommends notifying your GP when medication is initiated and we will communicate this with your consent.

7.2 A GP referral letter is not routinely required when accessing our service, though it may be requested in certain circumstances. Where prescription of medication is involved, clinicians reserve the right to decline to prescribe unless you consent to them liaising with your GP. This is solely to ensure prescribed medicines do not conflict with any existing treatment.

7.3 If you are seeking a private assessment with the intention of returning to your NHS GP for prescribing, monitoring, or other follow-up, we strongly advise you to confirm your GP’s willingness to support this before proceeding. GPs are not obliged to cooperate, and we accept no liability in this regard. If your GP declines, we recommend arranging the relevant services privately and will assist where we are able within our services. Costs apply for ongoing treatment, medication initiation, repeat prescriptions, and review and monitoring appointments.

8. Confidentiality and Consent

8.1 We process your personal data in accordance with all applicable legislation, including the UK GDPR. Your data will only be used for the purpose of arranging your treatment. By using our services, you consent to our processing and storage of your data in accordance with our Privacy Policy and Information Governance Policy, available on our website.

8.2 In certain circumstances we are legally required to disclose personal information without your consent — for example, where there is a serious risk of harm to you or others, where information relates to terrorism or serious crime, or where child protection legislation applies. By accepting these terms, you acknowledge our obligations in this regard.

9. Young People and Consent

9.1 Where the patient is a child or young person who demonstrates sufficient maturity and understanding to make decisions about their own treatment in accordance with regulatory standards, we are legally bound to respect that patient’s wishes. This may include their right to refuse treatment, to restrict access to their records, or to withhold consent for communication with parents or guardians. You acknowledge that in such circumstances we are subject to strict duties of confidentiality to the patient, and we shall have no liability for complying with those obligations.

10. Complaints

10.1 Our complaints procedure is available to download via a request to the admin team. If you are dissatisfied with any aspect of our service, please contact our CQC Registered Manager, who is the operational lead for all services, in writing as soon as possible. We are committed to addressing concerns promptly and fairly.