Terms and conditions

Plexus Psychiatry is the trading name of GVN Private Ltd, a company registered in England and Wales (company number 16179960). Our registered office is C/O Sah Associates, 40 Wakefield Road, Dewsbury, West Yorkshire, WF12 8AT. We are registered with the Care Quality Commission (CQC).

These terms apply when you book an appointment with us, for yourself, online or by contacting the clinic. You agree to them before you pay. The version you agreed to applies to that booking, and we keep a record of which version it was.

How we use your personal information is explained in our privacy notice.

• Online booking is for adults aged 18 and over. For a child or young person, please contact us. A parent or guardian with parental responsibility makes the booking and agrees to these terms on the child’s behalf.
• You must live in the United Kingdom, and be in the United Kingdom at the time of each appointment.
• You must be registered with a GP. If you are not, please contact us before booking.

Some needs are better met elsewhere - for example, when someone needs urgent or inpatient care, or a service we do not provide. If we find that is the case, before or after you book, we will tell you, suggest where to go, and refund anything we have not provided.

Please give us accurate details and tell us when they change. In particular:

• Your legal name, as it appears on your passport or driving licence.
• Your home address. It goes on every prescription we issue, and the law requires it for some medicines.
• Your GP surgery, so we can write to them with your consent.
• Your email address and mobile number, which is how we contact you.

After you pay, we ask for photo ID and proof of address in the patient portal. We check it before your first appointment, and again at the start of it. If we cannot confirm who you are, we may have to postpone the appointment. If you give us details you know to be false, we may end our care and will not issue prescriptions.

Our prices are on the fees page and the price is shown again before you pay. You pay in full by card when you book. Payments are taken by Stripe; we never see your card details.

Your booking, and our agreement with you, is confirmed when your payment goes through and we send you a confirmation email. If the payment does not go through, the time is released and nothing is booked.

Some things are not included in the price of an appointment:

• Medicines. You pay the pharmacy for anything we prescribe privately.
• Follow-up appointments, which are booked and paid for separately.
• Additional letters or reports requested by you or a third party, which we will quote for before we start.

Your legal right to cancel

The law gives you 14 days from the day you book to cancel, for any reason, and get a full refund. If your appointment falls within those 14 days, by booking you ask us to provide it within that time. Once it has taken place you cannot cancel it, and if you cancel part-way through a service we may keep a fair amount for what we have already provided.

Our cancellation policy

Your appointment time is held for you alone, and a consultant cannot usually fill it at short notice. So, as well as your legal right above:

For an assessment, please complete the questionnaires we send you at least 5 working days before the appointment. Without them the clinician cannot prepare, and we may need to move the appointment.

If we have to cancel or move your appointment, we will offer you another time, or a full refund if you prefer.

Tell us by email or phone, or through the patient portal. Refunds go back to the card you paid with, within 14 days.

Online appointments take place by video on Microsoft Teams. Please join from somewhere private and quiet, in the UK, on a reliable connection - and not while driving. In-person appointments take place at the clinic address shown in your booking.

Please do not record an appointment without asking us first. How we make and keep notes of appointments, including transcripts, is explained in the privacy notice.

Your clinician may end an appointment if continuing would be unsafe, or if they are treated with abuse. Please treat our staff with the same respect we will show you.

An assessment is a clinical opinion, formed independently, following NICE guidance. We cannot promise any particular diagnosis, and we may not agree with a diagnosis you have been given before. The fee pays for the assessment, not for its outcome, and is not refunded because of the outcome.

We will send you a written report after the assessment.

Whether to prescribe, what and how much, is your clinician’s decision, made for your safety. If we prescribe:

• Starting a medicine usually means regular reviews while the dose is adjusted. These are follow-up appointments and are charged for.
• You must keep up with the monitoring we ask for, such as blood pressure, pulse and weight. We may stop prescribing if it is not done.
• Controlled medicines, including most ADHD medicines, are prescribed for no more than 30 days at a time.
• Lost prescriptions or medicines cannot normally be replaced.
• You must not get the same medicine from another prescriber at the same time, and must tell us about any other medicines you take.

With your consent, we write to your GP after your assessment and when we start or change a medicine. We strongly recommend this, as your GP needs to know what you are taking.

Your GP may agree to take over prescribing under a shared care agreement. That is their decision, not ours. If they decline, we can continue to prescribe privately, at your cost.

You can message us through the patient portal. We aim to reply within 2 working days. Messages are not monitored out of hours and are not for emergencies.

If you or someone else is at immediate risk, call 999 or go to A&E. For urgent mental health help, call NHS 111 and choose the mental health option. Samaritans are available day or night on 116 123.

If you are unhappy with any part of our service, please tell us at hello@plexuspsychiatry.com. We will acknowledge your complaint within 3 working days and send a full response within 20 working days.

If you are not satisfied with our response, you can ask for it to be reviewed independently. You can also share your experience with the Care Quality Commission.

Our clinicians hold professional indemnity cover. Nothing in these terms limits our responsibility for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow us to limit, and nothing affects your statutory rights.

We are not responsible for losses that were not foreseeable when you booked, or for problems caused by things outside our reasonable control, such as a failure of your internet connection.

We may update these terms. The date and version are at the top of this page. A change does not alter a booking you have already made unless you agree.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may also bring a claim in your own courts.

Email hello@plexuspsychiatry.com or call 07961 489450.