Terms & Conditions
Terms & Conditions
We want you to feel clear and confident about what to expect when you book an appointment with West Hampstead Child & Young Person Clinic.
These Terms & Conditions explain our booking, payment and cancellation arrangements, as well as some important information about consent and the use of your information.
If you have any questions about these terms, please contact us before booking.
1) Booking and Payment
Payment is required when you book an appointment, consultation or assessment.
Your appointment is only confirmed once payment has been received.
By making a booking, you confirm that you have read and understood these Terms & Conditions.
Assessment deposits
Assessment bookings include a non-refundable deposit. This deposit forms part of the overall assessment fee and covers the administrative work and questionnaire processing involved in arranging an assessment.
The current deposits are:
ASC Assessment: £300
ADHD Assessment: £250
Combined ASC + ADHD Assessment: £550
The applicable deposit is included within the total assessment fee.
2) Cancelling or Changing an Appointment
We understand that circumstances can change. If you need to cancel or rearrange an appointment, please contact us as soon as possible.
The amount of notice required depends on the type of appointment.
Treatment Sessions and Consultations
Treatment sessions and consultations require at least 48 hours’ notice. Where less than 48 hours’ notice is given, the full appointment fee may be charged.
Cancellations made with less than the required notice may be charged at the full appointment fee.
If you arrive late for an appointment, the appointment will normally still finish at the scheduled time. The full appointment fee may remain payable. If you do not attend an appointment without contacting us, this will normally be treated as a missed appointment, and the full fee may be charged.
If we need to cancel or rearrange an appointment, we will provide as much notice as reasonably possible. Where appropriate, we will offer an alternative appointment or refund any payment relating to a service that we are unable to provide.
Assessments
Different notice periods apply to assessments:
ASC and ADHD assessments require at least 5 working days’ notice. Combined ASC + ADHD/Neurodevelopmental assessments require at least 10 working days’ notice. Where less notice is given, the applicable assessment fee may be charged in full.
The assessment deposit is non-refundable. Where an assessment is cancelled with less than the required notice, the remaining balance of the assessment fee may also become payable.
If you are entitled to a refund, please allow up to 28 days for this to be processed.
For the purposes of these Terms & Conditions, working days are Monday to Friday, excluding UK public holidays.
3) Consent and Recording
Your privacy and choice are important to us.
In some circumstances, your clinician may ask for your consent to record a session using our GDPR-compliant clinical note-taking system, NovoNotes, which we use subject to appropriate data-protection and security safeguards.
Any recording will only take place after you have been asked for your consent.
You are not required to agree to a recording, and choosing not to be recorded will not affect your treatment or access to our services.
You can also withdraw your consent to recording at any time. If you do not want a session to be recorded, please let your clinician know as soon as possible.
Where recordings are made with your consent, they are used for appropriate clinical purposes such as documentation, continuity of care and quality assurance, and are handled securely.
4) Your Personal Information
As a healthcare and mental health service, we collect and retain personal information that is necessary to arrange appointments, provide safe and effective care, carry out assessments, manage payments and meet our legal, regulatory and professional obligations.
Depending on the services you use, this may include:
your name, date of birth and contact details;
information about your presenting concerns;
relevant medical and mental health information;
GP or other healthcare information;
clinical notes;
questionnaires and assessment information;
correspondence, reports and letters; and
other information relevant to your care.
Some of this information may constitute special category data under UK data protection law because it concerns your physical or mental health.
Where appropriate and lawful, we may receive relevant information from a referring professional, GP or other healthcare professional involved in your care.
We only collect, use and share personal information where there is an appropriate lawful basis for doing so. Further information about how we collect, use, share and protect personal information is set out in our Privacy Policy.
5) How We Use and Retain Your Information
We may use your information where necessary to:
arrange and manage appointments and assessments;
provide healthcare and clinical services;
communicate with you about your appointments and care;
maintain appropriate clinical records;
process payments and manage billing;
support safe and effective clinical practice;
communicate with healthcare professionals involved in your care where appropriate and lawful; and
respond appropriately to safeguarding concerns or situations involving a serious risk of harm.
Initial 15-minute free consultations
When you have an initial 15-minute free consultation, we collect and securely store the information needed to arrange and conduct that consultation. This may include your name, contact details, age and presenting concerns.
If, following your initial free consultation, you do not proceed to book a paid clinical service with us, the information relating to that initial consultation will normally be retained for three months from the date of the consultation and will then be deleted from our practice management system, unless we are required to retain it for longer by law, regulation or professional obligations, or a longer retention period is otherwise permitted by law.
If you subsequently proceed to book a paid clinical service, information necessary for the provision of that service will be retained as part of the relevant clinical record in accordance with our applicable clinical record-keeping, legal and professional obligations.
Clinical records
Where you receive paid clinical services, we will maintain a clinical record containing information necessary for your care.
Clinical records are retained securely for as long as required by applicable legal, regulatory and professional requirements and in accordance with our clinical record-retention policy.
The retention period for clinical records may therefore be longer than the three-month period that applies to information relating solely to an initial free consultation.
We do not delete clinical information simply because a patient asks for it to be deleted where we are required or otherwise permitted to retain it under applicable law, regulation or professional obligations.
Further information about our retention practices is provided in our Privacy Policy.
6) Data Protection and Your Rights
We process personal information in accordance with applicable UK data protection law, including the UK GDPR and Data Protection Act 2018.
Depending on the circumstances, you may have rights including the right to:
request access to personal information we hold about you;
request correction of inaccurate or incomplete information;
request deletion of personal information where applicable;
request restriction of certain processing;
object to certain processing;
withdraw consent where processing is based on consent; and
exercise other rights available under data protection law.
These rights are subject to certain legal, regulatory and clinical exceptions. In particular, there may be circumstances where we are required or permitted to retain clinical information and therefore cannot delete it in response to a request.
For further information about your rights and how we process and retain personal information, please see our Privacy Policy.
8) Clinical Records, Confidentiality and Data Protection
We maintain appropriate clinical records to support safe and effective care and to meet applicable legal, regulatory and professional requirements.
Where you proceed to paid clinical services following an initial 15-minute free consultation, information necessary for your care will form part of your clinical record and will be retained in accordance with our applicable clinical record-retention policy and legal, regulatory and professional obligations.
If you have an initial 15-minute free consultation but do not proceed to paid clinical services, information relating solely to that initial consultation will normally be retained for three months from the date of the consultation, after which it will be deleted from our practice management system, unless we are required or permitted by law, regulation or professional obligations to retain it for longer.
We keep clinical information securely and take appropriate technical and organisational measures to protect it against unauthorised access, loss, misuse or disclosure.
All personal information is processed in accordance with applicable UK data protection law. Further information about the information we collect, how we use and share it, our lawful bases for processing, retention periods and your data-protection rights is provided in our Privacy Policy.
Confidentiality and safeguarding
Information about you and your care is treated as confidential. However, there may be circumstances in which we are required or permitted to share information without your consent, including where this is necessary to protect you or another person from serious harm, to address safeguarding concerns, to comply with a legal obligation, or where otherwise permitted or required by law.
Where appropriate and lawful, we may also communicate with other professionals involved in your care.
Session recording
Where a clinician proposes to record a session for clinical documentation or another specified purpose, we will explain this to you and obtain any consent that is required.
Recording is optional where stated by the clinician, and declining to have a session recorded will not affect your access to clinical care.
Further information about recording, the technology used and how recorded information is handled is provided in our Privacy Policy.
9) Questions or Concerns
If you have any questions about these Terms & Conditions, your booking, cancellation arrangements or the way we use your information, please contact us.
Registered/Business Address:
West Hampstead Child & Young Person Clinic
3rd Floor, 86 - 90 Paul Street
London, England, EC2A 4NE
Email: info@westhampsteadclinic.com
Phone: +44 7706 192412
Clinic hours
Monday–Friday: 9am–6pm
Saturday: 10am–4pm
If you have a data protection concern that we cannot resolve, you can also contact the Information Commissioner's Office (ICO).
Quick Summary
Before booking: Payment is required to confirm your appointment.
Treatment or consultation cancellation: Please give at least 48 hours' notice (2 working days).
ASC or ADHD assessment cancellation: Please give at least 5 working days' notice.
Combined ASC + ADHD assessment cancellation: Please give at least 10 working days' notice.
Assessment deposits: Deposits are non-refundable and form part of the assessment fee.
Session recording: Recording is only carried out with your consent, and you can decline.
Your information: We handle personal information confidentially and in accordance with applicable data protection requirements.
These Terms & Conditions should be read alongside our Privacy Policy.