Company Details
| Company Name | HARLEY MIND CARE PSYCHIATRISTS LTD |
| Registration Number | 08890276 |
| Registered Office | 20 Wenlock Road, London, N1 7GU, UK. |
| Incorporated on | 12 February 2014 |
| Head Office | 10 Harley Street, London, W1G 9PF |
Last Updated: 09 March 2024
Table of Contents
- Definitions
- Acceptance of Terms
- Booking and Consultations
- Payment and Fees
- Cancellation and Missed Appointments
- Technical and Security Measures
- Prescriptions and Delivery of Medication
- Electronic Medical Records
- Termination
- Refunds and Disruptions
- Complaints Procedure
- Disclaimers
- Service Reliability and Warranties
- Intellectual Property and Branding
- Data Protection and Privacy
- No Third-Party Rights
- Applicable Law
- Severability and Waiver
- Additional Provisions
1. Definitions
This section outlines the specific terminology used throughout this document for clarity.
- The Clinic: Refers to Harley Mind Care Psychiatrists Ltd, a registered healthcare provider offering psychiatric services.
- Patients: Individuals residing in the United Kingdom who have registered to use the Clinic’s services. You confirm that you are a resident of the UK and that all appointments, including those conducted virtually, will take place within the UK.
- Clinicians: Licensed and registered psychiatrists contracted by the Clinic.
- The Platform: A secure, proprietary online platform developed by or for the Clinic.
- Services: Include, but are not limited to, consultations, medical advice, and private prescriptions.
- EMR: Electronic Medical Record that stores patient health information.
2. Acceptance of Terms
By using our services, you expressly agree to abide by the terms outlined in this document. Any breach may lead to termination of services and legal actions.
3. Booking and Consultations
- Consultations and Identification: Valid government-issued photo identification may be required to confirm your identity during a consultation.
- Booking Confirmation: You must ensure that we have received your booking confirmation at least 24 hours before your scheduled appointment.
- You acknowledge the necessity to complete and submit all required screening questionnaires prior to your appointment, as detailed in your booking confirmation. These are crucial for allowing our clinicians to review your information and verify your identity. Your appointment cannot proceed without this step.
- You confirm that you are not currently receiving care from a community mental health team or have been recently discharged from a tier 4 service.
4. Payment and Fees
- Initial Charges: All fees must be paid at the time of booking via accepted payment methods.
- Interest on Unpaid Balances: Unpaid balances will accrue interest at the rate of 8% per annum above the Bank of England’s standard lending rate.
- You acknowledge that full payment is required at the time of booking. You will be provided with all necessary documents to facilitate any claims you may wish to make through your insurance provider.
5. Cancellation and Missed Appointments
- Refund Policy:
- More than 7 days in advance: Full refund.
- Between 2-7 working days: 50% fee.
- Within 2 working days: No refund.
- Late Arrival: Patients arriving more than 15 minutes late may need to reschedule, and the cancellation policy will apply.
6. Technical and Security Measures
- Platform Compatibility: The Platform may not be compatible with all web browsers and operating systems.
- Data Security: We employ advanced encryption techniques, but the Clinic is not responsible for unauthorized access due to user negligence.
7. Prescriptions and Delivery of Medication
- Pharmaceutical Ethical Guidelines: Any prescription is based on the Clinician’s professional judgment and in line with pharmaceutical guidelines.
- Third-Party Pharmacies: Medications are dispensed and delivered by certified third-party pharmacies.
8. Electronic Medical Records (EMR)
- Data Integrity: It’s your responsibility to confirm any information during a consultation to ensure the accuracy of your EMR.
- Duration of Record Keeping: EMRs will be stored securely for a minimum of 8 years.
9. Termination
- Conditions: The Clinic may terminate services for various reasons such as non-payment, misleading information, or violation of terms.
- Notice: Both parties must give written notice as per the termination clauses outlined herein.
10. Refunds and Disruptions
- Company-Liability: Refunds are only issued for disruptions caused explicitly by the Clinic.
- Procedure: Steps to claim a refund, including evidence and timeframes.
11. Complaints Procedure
- Complaints procedure: We aim to provide high-quality service to all our users. However, if you are unhappy with any aspect of our service or our practitioners, please let us know as soon as possible.
- Stage 1 – You can contact us by email at complaints@harleymindcare.com or by phone at 0207 047 8888. We will acknowledge your complaint within 3 working days and try to resolve it within 10 days.
- Stage 2 – If you are still dissatisfied with the outcome or seek arbitration you can contact the Independent Doctors Federation (IDF). Please contact a member of the IDF team on 020 3696 4080, or email at info@idf.uk.net.
- Stage 3 – If you are still dissatisfied you can take the complainant to ISCAS for final adjudication. To find out more about ISCAS, including full documentation relating to the patient complaints process, please visit the ISCAS website here.
12. Disclaimers
- Medical Disclaimers: Clinicians operate as independent contractors, and their advice should be considered their own.
- Content Disclaimers: Our platform may have informational material that should not replace professional advice.
- General Disclaimers: The Clinic does not guarantee 100% uptime or security.
- Liability: We are not liable for any direct or indirect damages or losses arising from your use of our service or our website. This includes but is not limited to: personal injury; emotional distress; loss of income; loss of data; loss of goodwill; loss of opportunity; loss of reputation; or any other consequential damages. This limitation of liability does not apply to any damages or losses caused by our negligence, fraud, or wilful misconduct. Nothing in these terms and conditions excludes or limits our liability for death or personal injury caused by our negligence, or for any other liability that cannot be excluded or limited by law.
13. Service Reliability and Warranties
- Disruption Policies: The Clinic’s plan for dealing with service disruptions and its liability for such occurrences.
- Objective: Harley Mind Care Psychiatrists Ltd is committed to providing reliable and uninterrupted access to our services, including consultations, medical advice, and private prescriptions through our Platform. We understand the critical importance of these services to our patients’ health and well-being.
- Preventive Measures: To minimise service disruptions, we employ advanced technical and organisational measures. These include regular system maintenance, upgrades to our digital infrastructure, and contingency planning for unforeseen events such as power outages, technical failures, or cyber-attacks.
- Notification and Communication: In the event of a service disruption, we prioritise transparent and timely communication with our patients. Notifications will be issued through the Platform, email, or other contact methods provided by the patient, detailing the nature of the disruption, expected duration, and any alternative arrangements for accessing our services.
- Mitigation Efforts: Our team is dedicated to resolving any disruptions promptly. We have established rapid response protocols to diagnose and address issues as they arise, aiming to restore full service functionality with minimal delay.
- Liability and Compensation: Harley Mind Care Psychiatrists Ltd acknowledges its responsibility to our patients. While we strive to maintain service continuity, we recognise that disruptions may occur. In cases where service disruptions are directly attributable to our actions or negligence, we will assess the situation for potential refunds or compensation on a case-by-case basis. This assessment will consider the impact of the disruption on scheduled appointments, prescription delivery, and access to medical records.
- Exclusions: It is important to note that certain circumstances beyond our control, such as natural disasters, major internet service provider failures, or government actions, may exempt the Clinic from liability. In such cases, while we cannot offer compensation, we remain committed to resuming services as quickly as possible and providing support to our patients in navigating these challenges.
- Continuous Improvement: We are dedicated to learning from each incident. Following any disruption, we conduct a thorough review to identify root causes and implement corrective actions to prevent future occurrences. Our commitment to continuous improvement in service reliability is unwavering.
- Service Quality: Harley Mind Care Psychiatrists Ltd guarantees that all services will be provided with reasonable skill and care, adhering to the highest standards set by healthcare regulatory authorities. Our clinicians are licensed, experienced, and committed to delivering personalised and ethical care.
- Limitations: While we assure the quality of our services, we cannot guarantee specific outcomes from medical treatments or advice. Medical responses are subject to individual conditions, and effectiveness may vary.
- You understand that if you are experiencing a psychiatric emergency or have suicidal ideations, Harley Mind Care Psychiatrists Ltd is not equipped to provide the immediate, intensive support required. In such cases, it is imperative that you contact emergency services immediately for assistance.
14. Intellectual Property and Branding
- The Clinic owns and retains all intellectual property rights in the content and materials on our website, including but not limited to: text, images, logos, trademarks, videos, audio, software, and design. You may not copy, reproduce, distribute, modify, display, perform, publish, or create derivative works from any part of our website without our prior written consent. You may only use our website for your personal and non-commercial purposes. You may not use our website for any illegal or unauthorised purposes.
15. Data Protection and Privacy
- Compliance: The Clinic is fully compliant with GDPR and other data protection laws.
- User Responsibility: Users must also comply with data protection and privacy guidelines as detailed.
- You agree to the storage of your card details following standard security protocols to facilitate payments and refunds where necessary. Additionally, you understand that your personal data will be handled with the utmost care, with no sharing with third parties beyond what is necessary for your treatment and care coordination.
- You give your consent for Harley Mind Care Psychiatrists Ltd to contact your General Practitioner (GP) regarding your ongoing care, which is vital for a coordinated treatment approach.
16. No Third-Party Rights
- Exclusivity: This agreement is solely between the Clinic and the Patient and excludes third-party rights.
17. Applicable Law
- Jurisdiction: Governing law and jurisdiction: These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or relating to these terms and conditions or our service or our website will be subject to the exclusive jurisdiction of the courts of England and Wales.
18. Severability and Waiver
- Legal Interpretation: If a term is unlawful or unenforceable, it will not affect the enforceability of the remaining terms.
19. Additional Provisions
- Amendments: The Clinic has the right to revise these terms, and the latest version will always be available on the Platform.