Sanctum Healthcare Terms and Conditions
1.0 Our commitment to you.
1.1 Sanctum Healthcare will take all necessary steps to protect your privacy and
information. Where we have consent to share information, we will disclose
information about you, your medical/psychiatric diagnosis and treatment to other
professionals or care providers as agreed.
1.2 Your safety is paramount- We will conduct a full assessment and may request other
investigations or assessments, as required, at times these may prevent us from
commencing treatment until your clinician believes it is safe to continue.
1.3 Sanctum Healthcare cannot commence treatment until you have consented to your
treatment plan, agreed to our payment terms and conditions and provided the
necessary physical health baseline requirements. This will be sent to a prescriber who
will make the decision to prescribe.
1.4 ADHD treatment, if medical, may carry a risk of side-effects, withdrawal symptoms
and possibly other complications. These effects may be heightened if you do not
comply with, or adhere to, clinical instructions and/or if you exceed the
recommended prescribed dosages of medication.
1.5 Sanctum Healthcare maintains the right to remove treatment without notice on the
grounds of patient safety. Sanctum Healthcare provides an Outpatient Consultation
Service only. We are unable to treat patients in crisis, emergency, or high-risk
situations within, or outside working hours. If your mental health condition
deteriorates, and you believe you are in an emergency or crisis situation, e.g. having
suicidal thoughts, considering harm to yourself, others, or to property, or if you are
at risk from others, you should immediately inform a relative/carer and contact the
local NHS Crisis Team, go to the nearest A&E, or call an Ambulance or Police on 999
or 111 for immediate support.
2.0 Our expectations of you
2.1 By booking an appointment with Sanctum Healthcare you agree to complete all of
the forms requested prior to your appointment and send this back to us in a timely
manner. Your appointment may not go ahead until this information is received from
you, completed in full.
2.2 All assessments must be completed and received with Sanctum 2 working days before
your first appointment. Failure to return documents may result in the review having
to be rearranged.
2.3 You will be expected to provide an accurate appraisal of your physical and mental
health history and status. It is your responsibility to provide Sanctum any information
of any changes in your medical status, psychiatric/mental health and social status.
2.4 It is also at your discretion to stop treatment or investigations, however, if you decide
to do so, you understand that this may carry serious risk of side-effects, withdrawal
symptoms and/or other complications, for which you solely will take responsibility.
2.5 We would expect you to liaise with us to manage this process. You should understand
that if you breach the details of Sanctum Healthcare’s terms and conditions or
withdraw from service you remain fully liable for any payments that are due to the
service.
2.6 If you decide to withdraw from your treatment plan you will be under contract to pay
the due fees to Sanctum Healthcare as negotiated and decided at the time of
diagnosis.
2.7 We request that you adhere to and agree to our payment terms and conditions as
listed below.
3.0 Payment Terms
3.1 All appointments and services with Sanctum Healthcare are chargeable and payment
will be required to be paid in full by the client or representative in advance. We will
not be able to secure the diary for any booking/appointment without confirmation of
payment.
3.2 It is the client’s responsibility to ensure that payments are made on time and kept up
to date.
3.3 If at any time you are struggling to make the payment or keep up with any treatment
payment plans agreed, you should contact Sanctum Healthcare immediately.
3.4 Should you default on any payment within a treatment plan, your treatment plan will
be stopped. You will be required to bring your account up to date prior to any further
appointments, prescriptions or reviews being made.
3.5 Your details are stored securely through the Stripe/ Payl8er payment terminal. It will
then be your responsibility to ensure that these payment details are kept up to date
and Sanctum are notified of any changes before payment is due to avoid any lapse in
service pertaining to your assessment or treatment plan.
3.6 Any outstanding balances that are not settled within 30 days of the appointment
without previous agreements in place for repayment will be passed to a collection
agency for collection away from Sanctum Healthcare. The reasonable costs of
collection, including any Court costs and reasonable legal costs, may be added as
principal amounts to any such balance. If you think any charge is wrong, please
contact us promptly to let us know and we will not charge you interest on any
disputed amounts until we have resolved the issue.
4.0 Consultations/Assessments:
4.1 For all consultations/ assessments within the service, Sanctum Healthcare requires a
payment to be paid upfront to secure the appointment. To secure an assessment date
we may request a deposit to be paid which will be 20% of the overall cost. This deposit
will usually hold the date for no longer than 48 hours. The remainder of your fees are
then required to be paid in full on the date agreed with your patient access manager.
You may lose your deposit if the remaining balance is not paid as agreed. This deposit
is non refundable.
5.0 Appointment and payment policy
5.1 All appointments with Sanctum are chargeable and payment will be required to be
paid in full or as agreed by monthly subscription by the client at the time of booking
an appointment(s). It is the client’s responsibility at all times to ensure that payments
are made on time and kept up to date.
5.2 Sanctum securely stores your payment details and processes an automatic payment
for you on the days agreed on a monthly basis.
5.3 Sanctum does not keep credit card details such as name, credit card number, card
expiry date, CVV code and billing address.
5.4 Sanctum uses Stripe and payl8er payment management systems who keep this
information secure and safe.
5.5 Note that third-party payment processors may keep this information in accordance
with their privacy policies and terms.
5.6 It will be your responsibility to ensure that payment details are kept up to date with
us at all times, and you must let us know if you wish to change the card or would like
to pause automatic payments at any time.
5.7 If you choose to opt-out of using the automatic payments service, then our Terms
and Conditions require you to ensure that you contact us to settle payment in full to
avoid any disruptions to your patient journey with us.
Paying by Bank Transfer
5.8 If you have requested to pay by bank transfer, the amount is required to be paid in full to secure the booking. This applies to both initial appointments as well as all
follow-up and additional appointment types.
6.0 Cancellation Policy
6.1 If you are unable to attend your appointment, you agree to let us know at the earliest
opportunity. Sanctum operates a cancellation policy. If you wish to cancel your
appointment, you must email or call us at least at the earliest practicable
opportunity.
6.2 Initial Assessment- cancellation policy
6.2.1 If you choose to cancel your appointment giving 7 or more days notice, we will
provide a full refund.
6.2.2 If you request to cancel your appointment between 2 and 7 working days before the
appointment, a 50% fee (of the invoice total) will be payable.
6.2.3 Any cancellations made with less than 48 hours’ notice will be fully charged at 100%
of the appointment fee and the patient will not be eligible for any refund.
6.3 Treatment plan reviews- cancellation policy
6.3.1 Any cancellations made with less than 48 hours’ notice will be liable to a £50
rebooking fee. This does not apply to additional reviews outside of the treatment plan
schedule. Cancellations of additional reviews, requested by you the patient, outside
of the treatment plan schedule are liable to the same cancellation terms as the initial
assessment cancellation policy.
6.3.2 You will not be charged for the cancellation of any appointment where the request
to cancel and confirmation has been received to this request at least 48 hours prior
to the original appointment time.
6.3.3 To cancel your appointment, please contact us by email:
clinics@Sanctumhealthcare.co.uk. Please mark in the subject title: Cancellation
(insert appointment date) or call us: 0161 768 7634.
6.3.4 Any cancellation request will receive an email to confirm such request. If you do not
receive a cancellation confirmation email, your appointment is not considered
cancelled.
6.3.5 You accept that Sanctum Healthcare is not responsible, and will accept no liability for
any costs, expenses or losses arising from your failure properly to cancel any
appointment either face to face or online.
6.3.6 You accept that failure to cancel an appointment may lead to you being charged a
cancellation fee and/or the full fee for the appointment that you failed to cancel.
6.3.7 You give permission to Sanctum to charge the card on file for any rebooking fees,
unless you share another preferred payment source at time of rebooking.
6.3.8 Missed/cancelled appointments may implicate the validity of the assessment phase
which may result in repeat appointments (chargeable to you). Missed/cancelled
appointments may also affect the duration, titration and effectiveness of any treatment plan. There is also no guarantee that a treatment plan in its initial phase
will complete with a Shared Care Agreement (SCA) with or without cancelled
appointments.
6.3.9 You accept that failure to cancel an appointment may lead to you being charged a
cancellation fee and/or the full fee for the appointment that you failed to cancel,
subject to our sole discretion.
7.0 Late Policy
7.1 To provide the best possible service to all of our patients, Sanctum Healthcare asks
you to contact us immediately if you are unable to attend your appointment on time
so we can make all necessary arrangements to ensure the appointment can still go
ahead.
7.2 Sanctum Healthcare will try to accommodate you as best as we can, but you may be
asked to reschedule your appointment or wait for a later available slot so that this
doesn’t disrupt the remaining appointments scheduled that day.
7.3 Treatment plan reviews
7.3.1 If you are more than 10 minutes late for your appointment without our prior
agreement, Sanctum Healthcare will consider you to have failed to attend, in which
case, you will be liable to a late fee of £50.00 as per our cancellation terms.
7.4 Consultation/assessment/additional reviews outside of treatment plan reviews
7.4.1 If you are more than 10 minutes late for your appointment without our prior
agreement, Sanctum will consider you to have failed to attend, in which case, you will
be liable to a late fee which will amount to 25% of your
consultation/assessment/follow up fee.
8.0 Failure to attend.
8.1 If you fail to attend your appointment or are more than 10 minutes late to the
scheduled start time of the appointment, you will be deemed to have missed your
appointment. Cancellation fees or late fees will be applied.
9.0 Video/ online appointments
9.1 All appointments conducted via video or online will be sent a link in advance. Please
login to your preferred method of contact at the time of your appointment on a
desktop or your phone and your clinician will call or video call you. If you do not
receive your link or have any questions please email:
clinics@www.sanctumhealthcare.co.uk or call on 0161 768 7634
10.0 Prescribing and Prescriptions
10.1 Clinicians will not prescribe medicines unless it is, in their professional opinion, in the
best interests of their client. You understand that there is no guarantee that you will
be provided with a prescription for any medication and acknowledge that the issuing
of any prescription is at the sole discretion of your clinician and is also subject to the
limitations applied by the Sanctum Multi Disciplinary Team.
10.2 Prescriptions are provided to you and included as part of our treatment plan and
prescription subscription services where your clinician deems it appropriate to
prescribe. To request a repeat prescription, you will need to request this through the
Sanctum provided link.
10.3 A separate prescription charge is payable in circumstances as detailed. At the time of
receiving your repeat prescription request, it may be that your clinician asks you to
book an appointment to see them before they will send you a repeat prescription.
Where this is the case, Sanctum will contact you and secure this appointment for you.
All prescriptions issued outside of appointments are chargeable at £40.
10.4 You accept that if we provide you with prescriptions, they will be private prescriptions
unless otherwise stated during your consultation.
10.5 You will also incur the cost of the medicine(s) prescribed. You acknowledge this price
is set independently by the pharmacy and not by Sanctum Healthcare.
10.6 The Patient is in no way obliged to get the prescribed medicine from a particular
pharmacy. Any prescription that you receive via Sanctum Healthcare is only valid for
use at legal UK pharmacies.
10.7 You understand and agree that any prescriptions you acquire from us are solely for
your personal use. Furthermore, you agree carefully to read all information provided
to you and to follow the instructions provided, on the prescription(s) itself (the label
applied by the pharmacy) or otherwise, prior to taking any of the prescribed
medicines, and carefully consider your choices about medication as advised by your
clinician. We also recommend that you read our FAQs to support your decision and
compliance. You also hereby agree to contact your Clinician, another doctor or a pharmacist if you have any questions or do not fully understand the reasons you have been prescribed any medication or the instructions related to the medication.
10.8 Sanctum Healthcare and its Clinicians are not responsible for any legal prescriptions
provided to you that legal UK Pharmacies refuse to dispense. You accept that it
remains an individual pharmacist’s right to refuse to fulfil any prescription and/or
dispense medications when presented with a legal prescription.
10.9 Should you choose to collect your own prescribed medication and have the
prescription sent to your address, we shall make reasonable effort to send a
prescription acceptable to a recognised pharmacy close to your address.
10.10 Should you choose to have us send a prescription directly to a pharmacy, we will use
reasonable efforts to deliver the prescription to a legal pharmacy of your choice, but
we are not connected with and have no control over or responsibility for any
individual pharmacy, their policies in relation to acceptance or otherwise of
prescriptions, opening hours, cost or availability of medicines prescribed. The
dispensing chemists are independent of our organisation and to the extent permitted
by law, we disclaim responsibility for their acts and omissions. None of this affects
your legal rights.
11.0 Delivery of prescriptions
11.1 If you lose a prescription, letter or sick note, a copy may be issued, subject to the
prescribing Clinician agreeing to re-issue the document. There is no guarantee that a
Clinician will agree to re-issue any document. In the event that the Clinician re-issues
your lost prescription, letter or sick note you will be charged in accordance with the
current cost for a copy. In order to request a prescription, letter or sick note
previously issued via the system to be re-issued please contact us on
clinics@www.sanctumhealthcare.co.uk We will deliver it to the address (email or postal
address) that you have provided in your account when booking. You accept that it is
entirely your responsibility to ensure that the contact details you provide are accurate
and up-to-date.
12.0 Delivery by first class post
12.1 The cost of delivering your document to a UK mainland address, once only, by Royal
Mail first class post is included in the relevant administration fee you pay, as shown
in our fees from time to time. We send your documents as letters using Royal Mail
first class post (or equivalent) and we cannot and do not guarantee a delivery time. If
you have not received your document within seven (7) working days of it being shown
as sent in your account, you should contact us. If you do not contact us and inform us
of an issue, we will deem documents sent by first class post to have been received by
you within forty-eight (48) hours of us marking them as sent. Should you request
recorded delivery, guaranteed next day delivery or use of a courier, this will be an
additional cost payable by the client.
13.0 Controlled Medications
13.1 Sanctum aims to send all controlled medication prescriptions to a pharmacy of your
choice or to your registered home address. (Sanctum cannot arrange to have these
posted to any residential address). All prescriptions are sent via Royal Mail, but we
cannot guarantee the delivery or the delivery time frame for these to arrive. Once
this is handed over to the postal service, the delivery of this prescription is not in our control, and Sanctum cannot be held liable for any delays or issues locating
prescriptions.
14.0 Non-Controlled Medication
14.1 Sanctum aims to send all medication prescriptions to a pharmacy of your choice via
Royal Mail. Some pharmacies will also accept receipt of these via Fax or Email and
Sanctum can arrange this on condition that you provide us with the contact
information for your chosen pharmacy and allow sufficient time for this to be
arranged.
15.0 Pharmacy Charges
15.1 You will be charged by the pharmacy for the medication. The prescriptions available
via Sanctum are private prescriptions only (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 Sanctum Healthcare. 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 Sanctum Healthcare is only valid
for use at legal UK pharmacies. You understand and agree that any prescriptions
acquired from Sanctum 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 of the 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.
16.0 More about your Medication
16.1 The first line medications for the treatment of ADHD are stimulant based controlled
drugs. These medications are under strict regulations and require strict monitoring
within the treatment plan. Sanctum Healthcare will evidence that we are assessing
risk of misuse, abuse or the diverting of these medications to individuals who have
not been prescribed them. Your treatment plan may be at risk due to evidence of
non-adherence or misuse, abuse or diversion. There are no additional costs for the
writing or issue of your prescriptions for medication within and during your treatment
plan. You will request medication each month of your treatment plan via the link (to
be provided). You must allow 7-10 working days for a prescription request to be
processed and ensure all information is completed in full, in honesty and to the best
of your ability. Without this timely information, you understand there will be delays
in receiving your medication which could affect the outcome of a shared care request.
You will be charged for the cost of the medication at your chosen and consented
pharmacy- Pri-Med Pharmacy.
Should you choose Pri-Med Pharmacy, you consent to Pri-Med Pharmacy- Certus
Healthcare Ltd, 40-42 Main Road, Denholme, BD13 4BL, Registered GphC Number
103946, registered pharmacy to acting as a third party provider to provide a
dispensing and delivery service embedded in your treatment plan with Sanctum
Healthcare. You understand and agree that Sanctum Healthcare will share your
personal and sensitive information pertaining to your health records, diagnosis and
medication needs with Pri-Med for their services. Pri-Med must ensure safe
dispensing of medicine(s) against your private prescription issued for you by Sanctum
Healthcare as part of your treatment plan and in accordance with regulatory guidance
from the MHRA and other authorities. The purchase including any delivery of your
medication remains the responsibility of the patient and not Sanctum Healthcare. It
is important that you understand the cost per private prescription item is greater than
what you would pay via an NHS prescription. Sanctum Healthcare has no control over
the prices set for medication, this will vary depending on considerations such
as dosage, quantity and brand. The cost of a month’s supply of medication will vary
throughout a treatment plan and can typically range between £50-£180, sometimes
more, sometimes less. It is important you consider and fully understand your financial
commitment for adherence to your treatment plan. Pri-Med Pharmacy Full Terms of
Service can be
viewed here.
17.0 Pri-Med Pharmacy Support
For those that consent to Pri-Med Pharmacy, there may be, on occasion(s) where PriMed pharmacy may raise a query in relation to a prescription issued by Sanctum
Healthcare. In the event of such a clinical query, Sanctum Healthcare will provide
timely information to ensure all clinical queries of this nature can be resolved at the
earliest possible opportunity. Pri-Med pharmacy will provide you with direct patient
support for any medicine related queries. You can call them on 01274 024 714 or
email at info@primedpharmacy.com Sanctum Healthcare will continue to offer you
patient support for your treatment plan and prescription requests, however Sanctum
Healthcare will not be able to address any pharmacy and or medicine delivery queries
and will direct you to Pri-Med.
18.0 Assessment Letters/ reports
18.1 Sanctum will provide you with an assessment letter/ report after every assessment
with your clinician which will outline the diagnosis. Follow-up appointments will
usually include a letter or report and it will be determined by your clinician whether
this is provided or not. Any letters, reports or other documentation requested by the
patient after the initial assessment will be charged as an additional cost.
19.0 Declaration
19.1 By booking an appointment with Sanctum you confirm: 1. The information 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 you.
20.0 Zero Tolerance Policy
20.1 Sanctum are committed to providing a high quality of care for our clients. The welfare
of clients and staff rely on establishing a good relationship between the clients, those
working at Sanctum and our practitioners. Therefore, to protect both the staff and
clients, Sanctum respectfully highlights the following inappropriate behaviours that
will not be tolerated: • Swearing • Threatening or abusive behaviour • Intoxication •
Verbal or physical abuse • Inappropriate advances to our staff Sanctum have a zerotolerance policy towards such behaviour, particularly threatening or violent
behaviour towards anyone associated with our Services. Sanctum reserves the right
to terminate an appointment (and call for police assistance if deemed necessary) with
anyone behaving in such a manner.
21.0 Your Personal Data
21.1 Sanctum collects and processes personal data from all our clients, including: •
Personal data: basic contact information: name, date of birth, gender, address, email
and GP contact details. • Sensitive personal data: presenting problem information,
therapy, psychology and psychiatry records (specialists notes, letters, reports, and/or
outcome measures.) • If you complete a Sanctum website-based enquiry form,
Sanctum will also collect any information provided to us. • Payments: Sanctum do not
keep credit card details such as name, credit card number, card expiry date, CVV code
and billing address anywhere within our systems. Note that in third-party payment
processors may keep this information in accordance with their own privacy policies
and terms. Please see our privacy policy for full details.
22.0 Our use of your personal information
22.1 How we use your information We only use your personal information as detailed in
our Privacy Policy. Please read this statement as it includes important information
which applies to you. Any personal information that you give to us will be processed
strictly in accordance with the Data Protection Act 1998 (as may be amended or
superseded) and all other relevant privacy legislation. The terms of our Privacy Policy
form part of these terms of use and we both agree to comply with its terms.
23.0 GP Details
23.1 CQC have instructed all medical clinics under new rules that you must supply your GP
details prior to your assessment. These will only be used in emergency circumstances
or requested by law. You are therefore required to provide details of your GP name
and address or a contact number to Sanctum within your registration form and these
details must be kept up to date at all times. You will have the option to select if you
authorise or do not authorise Sanctum to contact your GP, and Sanctum will follow
this instruction. In the event of an emergency or safeguarding alert Sanctum are
legally required to contact your GP and will do so only under these circumstances.
Sanctum will not be liable for any harm or loss that may arise in not having such
details disclosed. More information on this is provided within your patient
registration form.
24.0 Sharing information
24.1 Sanctum 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, Sanctum may be unable to provide the
appropriate services to you.
24.2 Sanctum 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,
Sanctum 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. • Sanctum will
inform your mental health professional of the time and date of your appointment.
They will also have access to your profile that contains your name, date of birth, your
presenting problem and GP details. • Sanctum will also use the information to confirm
your scheduled appointment and send you an automated notification before the start
of your session. • Please note, Sanctum are required to keep your information for at
least 8 years following discharge or from when the patient was last seen. Whilst the
GDPR is clear that records should not be kept longer than is necessary, there may be
other indications for keeping the records, such as intimation of a claim, or serious
incident, so all records should be reviewed before proposed secure destruction.
Children’s records will be kept until after their 25th birthday. If the patient was 17 at
the conclusion of treatment, records will be kept until their 26th birthday. • Sanctum
will not share your personal information with third parties for marketing purposes.
25.0 Overview
25.1 At Sanctum Healthcare we want to make access to mental health treatment easier
and more effective for everyone. When you use our services, you commission the
services of our clinicians, all of whom are healthcare professionals listed on the
specialist register at the General Medical Council (the “GMC”) which is the medical
regulatory authority in the UK, the Nursing and Midwifery Council (the “NMC”) and
the Health and Care Professions Council (HCPC). We are also registered with the UK’s
Care Quality Commission (“CQC”) which is the independent regulator of all health and
social care services in England.
26.0 CQC Services provided
26.1 General adult psychiatric services are not limited to ADHD/ASD 2. Child and
adolescent psychiatric services are not limited to ADHD/ ASD. CQC register 3 The
Beeches to carry out these legally regulated activities. Type of service, Community
services – Mental Health. Community services – Substance abuse. Service specialism,
caring for adults over 65 years, Caring for adults under 65 years, Mental health
conditions, Substance misuse problems. Monitored services as per CQC register 3 The
Beeches to carry out the following legally regulated services here: Treatment of
disease, disorder or injury. Dr Asad Raffi is responsible for these services. Mr Daniel
John Parr is the registered manager for these services at this location. Diagnostic and
screening procedures, Dr Asad Raffi is responsible for these services. Mr Daniel John
Parr is the registered manager for these services at this location. Local authority
Cheshire East.
27.0 Using our services for adults.
27.1 Some clients do not find online consultations suitable. We will provide face to face
appointments where possible. You should always seek advice from a medical
practitioner in person if you aren’t sure that you are able to communicate your needs
or issues during an online consultation. The services are primarily provided in English
but there may be Clinicians available who speak your preferred language. Whilst
Sanctum welcomes you to make a request for a certain practitioner, these requests
cannot be guaranteed.
28.0 Using our Services for Children
28.1 Children using our services must follow certain guidelines. Child and adolescent
psychiatric services are offered to children over the age of 5. They are conducted
after an initial interview with the parents or legal guardians of the child. Follow up
appointments are then arranged with the parents or guardians. Consultations for
those under 18 must be arranged by the parents or legal guardians.
29.0 NHS Right to Choose
29.1 Sanctum does not currently provide you with the NHS right to choose. You accept
that this is a process that you are responsible for accessing via your GP.
30.0 Private Medical Insurance (PMI)
30.1 Individual Clinicians at Sanctum Healthcare provide healthcare are recognised by
private medical providers. In such cases this pathway of care is exclusive to PMI
patients and made clear in all supporting documentation at time of booking which
forms part of their unique terms and conditions when choosing individual clinicians
at Sanctum Healthcare.
31.0 Electronic medical records (EMR)
31.1 Your EMR is created for you to document (by way of consultation with your clinician),
store and access your personal health information online, including medical history,
current health conditions, and medications etc, and for your Clinician to record the
results of his or her medical encounters with you in accordance with his or her
obligations under applicable UK law. Any information provided as part of a
consultation (which may be made up of video, chat messages etc) becomes part of
your EMR when attached to the records by your Clinician. If you want a particular
detail added to your EMR it is your responsibility to express this view to your Clinician
whilst in consultation. If you would like a copy of your Sanctum EMR please contact
us and allow up to 28 days for the request to be processed.
32.0 Consultations/Appointments
32.1 Subject to availability, you can choose to book an appointment in advance. After you
have requested an appointment, you will be sent written confirmation of the
appointment in the form of an email; if you do not receive such confirmation within
24 hours of requesting your appointment (or, if sooner, within 4 hours of the start of
your intended appointment) please contact us to check we have received your
booking request. Sanctum Healthcare will advise you by email as soon as possible if it
has to amend, change or cancel any consultation/appointment that you have booked.
You may be asked to show a photo ID during a video consultation to enable our
psychiatrists to confirm your identity before prescribing certain medication. ID we are
able to accept: – Current signed passport – Residence permit issued by the Home
Office – EU or Swiss national identity photo-card – Valid UK photo-card driving license
– Valid armed or police forces photographic identity card – Photographic disabled
blue badge – Citizen card – Valid student ID with photograph.
33.0 Refunds and Disruptions
33.1 If your consultation is determined by Sanctum Healthcare (at its sole discretion) to
have been disrupted, Sanctum will refund or re-schedule the appointment. Refunds
only apply to additional paid appointments outside of the treatment plan. If you think
you are due a refund you must contact us as soon as possible providing details of the
consultation and a full description in writing of the issue or concern you are raising.
33.2 We do not provide refunds where Sanctum is not at fault, such as in the following
circumstances (which is not an exhaustive list but an indication only): a) If you are
unable to have a private prescription, legitimately and correctly provided, fulfilled
and/or the associated medication dispensed at a pharmacy of your choice for
whatever reason. b) If your consultation is disrupted because of your actions, as
determined by us exclusively. Where and when appropriate we will provide a refund
and at our sole discretion. c) If you have missed a booked appointment, as
determined by us exclusively. In this instance you will be charged the cancellation fee
as described above. d) If a Clinician fails to attend your appointment, as determined
by us exclusively, we will provide a refund. e) If you do not receive a prescription,
referral letter or sick note as a result of a consultation. f) If you did not receive the
diagnosis you were expecting- not receiving a diagnosis is not a valid reason for
requesting a refund. g) If you did not use all available minutes in any appointment
that you have started. h. Refunds cannot be given if you fail to attend a confirmed
appointment. i. Refunds will not be considered if shared care is refused. j. No refunds
will be issued given the refusal of shared care at any time during a treatment plan. k.
Your right to a refund does not affect your statutory rights. L. Refunds will not be
eligible in the event of a non-response to treatment with medication strategies.
33.3 Refunds where applicable can only be made to the card originally used to make the
original booking. Once a refund has been requested by you and logged by a member
of the patient support team, Sanctum management will review your request within 2
days. Should this be approved we aim to process your refund immediately. However,
funds may take up to 10-15 working days for the refund to appear on your statement
depending on your bank. Sanctum is not in control of this and will ask that you check
this with your bank or card provider.
34.0 Circumstances beyond our control
34.1 Neither Sanctum, nor its officers, employees or agents, shall be responsible if the
supply of the Services is delayed or prevented by circumstances outside its control. If
this happens, we will contact you as soon as possible to let you know and we will take
steps to minimise the effect of the delay or failure. If there is a risk of substantial delay
you may contact us to cancel your account and/or cancel any booked Services and
receive a refund for any Services you have paid for but not received.
35.0 Other Limitations to our services
35.1 We cannot guarantee the availability of any of our Clinicians at any particular time. If
at all possible, we will arrange a consultation with a Clinician as soon as possible but
we cannot guarantee a consultation at a particular time. You accept that each
Clinician, at its sole discretion, creates prescriptions, letters etc. based on their own
professional judgement and legal obligations and that the content of such items is
individual, based on information you provide us with. You must not tamper with the
content of any such items. You acknowledge that there is no guarantee or warranty
by Sanctum Healthcare that such items will contain the content you desire(d),
hope(d) for, expect(ed), were informed of, understood or believed they would
contain. Clinicians may provide different clinical opinions on the same condition or
set of symptoms. Provided that these opinions are reasonably held, the fact that two
clinicians give differing opinions on the same condition should not indicate a defective
service. We do not tolerate abuse or offensive behaviour towards Clinicians.
36.0 Price, payment and charges
36.1 If for any reason you are unable to authorise payment for the Services in advance,
you acknowledge that neither Sanctum nor the Clinician shall be obliged to provide
such services. Any and all fees and charges incurred by a client are the sole
responsibility of the individual whose details are held under the account and must be
pre-authorised prior to your receiving the Services and settled immediately prior to
the services being provided. Consultations may be curtailed or Services suspended if
at any time there are outstanding payments. Sanctum reserves the right to change
prices / fees for services during the term of the contract and will give at least 60 days
prior written notice to the date the change(s) is/are due to become effective. All
prices and charges are accurate at time of publication of these terms and conditions.
36.2 Cost: £199 per month for 6 months / £1100 if paid in full up front. Ongoing treatment
plan as clinically advised at £199 per month. Any additional reviews within any
treatment plan period are chargeable at the cost of £250 per review.
36.3 You can opt out at any stage of your treatment plan, and Sanctum Healthcare will
cease to take any further payments. If you paid in full, you may be subject to a partial
refund. Please see the refund policy. Sanctum Healthcare will not be able to continue
prescribing medication if you opt out at any point in the treatment plan. Should you
stop your treatment plan then wish to re-engage you may need to undertake a review
at the cost of £250 to assess your suitability for the treatment plan. This is not
dependent on how long you were on a treatment plan or much time has passed since
stopping your plan. Sanctum reserves the right to make variations of the treatment
plan if and where clinically indicated.
39.0 About Shared Care
39.1 Shared care requires the agreement of all parties. This includes the patient, the GP
and the specialist provider -Sanctum Healthcare. It’s essential that all parties
communicate effectively and work together. With this in mind, you must inform your
GP of your intentions to embark on a treatment plan with Sanctum Healthcare. With
your consent, Sanctum Healthcare will also Inform your GP of your ‘mutual patient’
status. This will provide details of your diagnosis, treatment plan, and prescriptions
we provide to you in order to manage any risks associated with prescribing other
medications and our collaborative plan to request a Shared Care Agreement (SCA).
39.2 Just to be clear, to achieve a SCA with your own GP, Sanctum Healthcare must
evidence that we have effectively monitored and reviewed your treatment, including
your physical health and that your ADHD symptoms are well managed. Decisions
about who should take responsibility for continuing care or treatment after initial
engagement will be based solely on the patient’s best interest. The NHS local policy
in most areas will not accept a SCA to your treatment until you have been under the
care of your specialist (Sanctum Healthcare) for at least 6 months. SCA is not
guaranteed under any circumstances.
39.3 In the majority, of cases your GP will accept a SCA and begin to prescribe your
medications on a monthly basis. In addition to monthly GP prescribing, your GP may
insist that you have an annual review with your Sanctum Healthcare. These reviews
are priced £370 and include a Repeat CPT check (creyos)/ Executive function,
Consultation and letter to your GP regarding the outcome of the review. You have
the right to remain a Sanctum Healthcare patient beyond the initiation of the
treatment phase. You do not have to consider a SCA with your GP. As such, there will
be a nominal charge for the writing and issuing of repeat prescriptions each month
(£40) and an annual review (£370).
39.4 If your GP refuses to accept a SCA you may need to remain under the care of Sanctum
Healthcare beyond your initial 6 months treatment plan if you wish to continue to
access treatment with medication for ADHD. If suitable, an extension of your
treatment plan may be advised by your clinician and chargeable to you at £199.00
per month. Should you no longer wish to continue with Sanctum Healthcare after the
initial 6 months, you can terminate your treatment plan and/or we can arrange a
‘transfer of care’ to your chosen specialist ADHD clinic. Sanctum Healthcare reserves
the right to discharge a patient if Sanctum it is no longer considered in the best
interests of the patient.
40.0 Diagnosis elsewhere for ADHD Management
40.1 Firstly, we will need to establish your diagnosis and to do this, we require your original
documentation for clinical consideration. You must share any supporting
documentation for us to be able to assess suitability for this service. Consultation
Process: Our thorough process includes a clinical interview, use of validated
standardised assessment tools, where a detailed history and expert clinician feedback
will be given. We will provide feedback from the information you share which will
inform the next steps. We will also provide a clear explanation should we not be able
to accept your case at this stage (£470).
40.2 On going Pharmacological Treatment plan (if clinically suitable) from £40- £199 per
month. This does not include the price of medication or any delivery charges that may
apply. Sanctum reserves the right to make variations of the ADHD management plan
journey if and where clinically indicated.
41.0 Additional Screening
41.1 Your clinician may recommend additional screening as part of your assessment,
treatment or management journey and are priced separately. Please see the website
for a full price list of our screening services.
42.0 Cooling Off Period
42.1 You do not have an automatic cooling off period for any services Sanctum Healthcare
provides. Should you choose to cancel/ terminate your treatment plan you will be
charged a cancellation/termination fee of £50.00.
43.0 Complaints and Disputes
43.1 You can always give us feedback on our services by contacting us and by leaving
feedback about your experience of a consultation at the end of the appointment.
Please tell us about any complaints you might have as soon as possible so we are able
to resolve it promptly. If you have a complaint, we may ask you for certain details
about you and your complaint in order to address it. Please provide these as soon as
possible so that we can handle your complaint quickly. Our Registered Manager will
deal with any complaints appropriately as per our complaints policy which is available
on request. We will investigate any complaint and keep you updated on the results
of the investigation. We shall also discuss the investigation with you. If we are in the
wrong, we shall apologise to you. If the subject of your complaint is to do with the
professional standards or behaviour of one of our Clinicians and we are unable to
satisfy you that we have dealt with it appropriately, you can report your concerns or
make a complaint to the GMC/ NMC / GPhc / BPS. If any disagreement between you and us arises in connection with these terms, we will attempt to resolve it by
discussing it with you.
44.0 Premises
44.1 You understand that Sanctum does not permit dogs on the premises. Should you
need any additional assistance to facilitate your appointment, please advise our
patient support team on 0161 768 7634 or email clinics@www.sanctumhealthcare.co.uk
at your earliest opportunity, so that we can confirm our capacity to accommodate
you.
45.0 Termination
45.1 This agreement may be terminated by either Party, without affecting any of its rights
or remedies: By providing at least 1 months written notice to the other Party; or With
immediate effect by providing written notice to the other Party if: The other Party
commits a material breach of any term of this Agreement and (if such breach is
remediable) fails to remedy that breach within a period of 30 days after being notified
in writing to do so; The other Party ceases to carry on business; or any step is taken
towards the other Party’s administration, winding- up or dissolution (other than for
bona fide amalgamation or reconstruction).
46.0 Changes to these Terms and Conditions
46.1 We may update our terms and conditions from time to time to reflect our services
and how we will conduct business with you. We will notify you in writing and by email
at least 4 weeks in advance of any significant changes to these terms. We will detail
how and when they will take effect and if these changes are temporary or
permanent. To avoid any misunderstandings, you may be required to sign new terms
and conditions to reflect such changes.
46.2 These Terms are governed by English law. This means that any dispute or claim arising
out of it will be governed by English law and the courts in England and Wales will have
exclusive jurisdiction over it.
47.0 No third party rights
47.1 Nobody else has any rights under these Terms and Conditions. This contract is
between you and us. No other person shall have any rights to enforce any of its
terms.
48.0 Other terms
48.1 Other provisions explaining how we may exercise our rights under these terms We
may transfer our rights and obligations under these terms to another organisation,
but we will always notify you in writing if this happens, and this will not affect your
rights under these terms. Our services are personalised and so you may only transfer
your rights or obligations to another person if we agree to it.
49.0 Applicable law
49.1 These Terms and Conditions are governed by English law and you can bring legal
proceedings in respect of the Services in the English courts. If you live in Scotland, you
can bring legal proceedings in respect of the products in either the Scottish or the
English courts. If you live in Northern Ireland, you can bring legal proceedings in
respect of the products in either the Northern Irish or the English courts.
50.0 Severability
50.1 If a court finds part of these Terms and Conditions illegal for any reason, the rest will
continue in force. Each of the clauses operates separately; if any court or relevant
authority decides that any clause is unlawful, the remaining clauses will remain in full
force and effect.
51.0 Waiver
51.1 Even if we delay in enforcing any of these Terms and Conditions, we can still enforce
them later. If we do not insist immediately that you do anything you are required to
do under these Terms and Conditions, or if we delay in taking steps against you in
respect of your breaching these Terms and Conditions, that will not mean that you
do not have to do those things and it will not prevent us taking steps against you at a
later date. For example, if you miss a payment and we do not invoice you but we
continue to provide the Services, we can still require you to make the payment at a
later date.
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