The Aspen Clinic Terms and Conditions General 

Engagement Engaging with The Aspen Clinic Ltd (referred to as The Aspen Clinic or ‘we’ in these terms and conditions ) as a patient (referred to as ‘you’ or ‘your’ in these terms and conditions) , potential patient, or interested party includes accessing our website (www.theaspenclinic.co.uk), our premises (including, but not limited to, physical consultations) any digital applications and software (including, but not limited to, video and audio consultations), you accept these terms and conditions in full, along with all other policies and procedures that may be published by The Aspen Clinic or otherwise communicated to you by a member(s) of our team.  

 Clinic Overview 

We provide secondary care services for neurodiverse individuals, and patients who experience difficulties that are consistent with a neurodivergent experience, regardless of formal diagnosis. We prioritise patient safety and advocate for ongoing communication with primary care providers (such as your General Practitioner (GP) or a local medical facility). While we can accommodate certain circumstances where sharing details with a local medical practitioner is not feasible, this is evaluated on an individual basis. 

 By accessing or using our services, you agree to comply with this Agreement. If you disagree with any of these terms, please refrain from using our services. 

 Services Provided  

Acceptance Criteria The Aspen Clinic Ltd accept self, professional and advocate referrals. We offer prescreening, psychosocial assessment, clinical observations, formal assessment for diagnosis purposes, formal assessment for diagnosis understanding, formulation-driven psychological therapy and functional understanding, including support services for neurodiverse individuals and their families, and/or those who experience difficulties consistent with a neurodivergent experience. 

Services Guidelines The services offered will depend on identified need and may include: clinical screenings, medical consultations, psychological assessments, therapy sessions, medication management, psycho-educational resources, peer to peer support, behavioural interventions, workplace or education observation/management planning, sensory assessment and intervention and speech and language assessment and intervention.  

We work closely with patients and their representatives to understand their needs and ensure our services are accessible and understood as part of our tailored services. Our post-diagnostic support services are open to all, irrespective of diagnostic outcome. Our services are gold standard and follow the National Institute of Health and Care Excellence (NICE) guidance and best practice guidelines to achieve optimal outcomes.   

Eligibility, Accessibility and Consent  

Services are available to individuals aged 5 years and above. For those under 16 years, parental or legal guardian consent and supervision are required. We are committed to making our services accessible to everyone. Please get in touch if you have any specific requirements.  

The Aspen Clinic Responsibilities 

Patient Acceptance We reserve the right to decline patient referrals if we determine that our services are not the best fit for your specific needs and we will endeavour to share this rationale with you.  

 Patient Treatment We are committed to treating all patients with dignity, respect, and fairness, regardless of their age, gender, sexuality, gender diversity, disability or other protected characteristics (as detailed in the Equality Act, 2010), or important characteristics which may not attract legal protection, such as social class. 

Privacy and Confidentiality We prioritise the protection of your personal information and privacy. Please refer to our Privacy Policy for more details.  

Assessment and Treatment Before initiating treatment, we will conduct a comprehensive assessment. This may involve additional investigations or referrals to other specialists as required. Treatment will only commence once we have reviewed all relevant information. 

Your Responsibilities 

By booking an appointment with The Aspen Clinic, you agree to our terms and conditions. 

Accurate Information Prior to your appointments, please complete all sections of any requested forms to the best of your knowledge and ability. Please provide accurate and complete information. 

Timely Submission Please return the completed forms to us promptly before your appointment. Failure to do so may result in a delay or cancellation of your appointment. If you experience any challenges with this, please let the team know so we can offer advice. 

Notification of Changes Please inform The Aspen Clinic immediately of any changes in your medical, mental health, or social circumstances. Withholding relevant information may have adverse consequences for your health and wellbeing. 

Appointment Scheduling Kindly provide timely notice for any appointment cancellations or rescheduling requests. Please refer to our cancellation policy for more details.  

Appointment Attendance Please arrive on time for both in-person and online appointments. Late arrival may result in rescheduling or cancellation without notice or refund. 

Online Appointments For online appointments, a link will be provided, and you should log in at the scheduled time. If you encounter any technical difficulties, please contact us immediately. All virtual appointments must be conducted from within the UK. Failure to comply may result in cancellation without notice or refund. 

Privacy and Confidentiality  

During online appointments, please ensure you are in a private, quiet space to maintain confidentiality. Your clinician reserves the right to cancel or reschedule appointments if privacy cannot be guaranteed. 

Your commitment as a patient, family member, professional or other body providing The Aspen Clinic with information is to ensure that: 

For a child patient, upon accepting these terms and conditions, you agree that parents/guardians have consented to an assessment with The Aspen Clinic. Parents/guardians of children must ensure they have full consent from all legal guardians before pursuing any assessment with The Aspen Clinic. 

You ensure that any information you provide is accurate and in comprehensible English, or in the language which your consultation will be delivered in.  You inform us if any information that you have given becomes incomplete or inaccurate.  

You agree to provide proof of ID before and/ or at the start of your first video conference or face to face consultation.   

Protecting Your Privacy 

The Aspen Clinic is committed to safeguarding your privacy. We adhere to strict policies to ensure the secure collection, use, and protection of your personal information. 

To understand your rights and how we handle your data, please review our Privacy Policy.  

If you have questions about our data practices, please contact us on [email protected] or 0161 560 5905 

 

Personal Data 

The Aspen Clinic collects and processes personal information from our patients. This information includes: 

• Basic Contact Information: Name, date of birth, gender, address, email address, and GP contact details.
• Sensitive Personal Data: Information related to your presenting difficulties, therapy, psychology, and psychiatry records (such as specialist notes, letters, reports, and outcome measures).

 

We use this information to: 

• Provide our services to you.
• Process payments for our services.

 

The Aspen Clinic works with partners to analyse user interactions with our services. As we are a patient focused clinic, this helps us improve our offerings and services to better suit our patient’s needs. Cookies and similar technologies may be used to collect this information. Please review our Cookies Policy for further information. 

GP Details 

To ensure patient safety and to comply with legal requirements, we need to collect your GPs contact information at the point of referral. This information will only be used in urgent situations or as mandated by law, and/or if you give us permission to share information with your GP. For young people we also need to collect school/other agency contact information.  

Please provide your GPs name, address, and phone number on your registration form and keep this information updated. For young people this will also be applied for school information. In the event of an emergency or immediate safeguarding concern, we are obligated to contact your GP or another relevant healthcare provider to prioritise your safety and well-being. In the event of a safeguarding concern this may need to result in the information being shared with your local multi-agency safeguarding hub.  

Please note that we cannot be held responsible for any harm or loss resulting from your failure to provide accurate and up to date GP details. 

Confidentiality and Consent 

We are committed to protecting your privacy. We will handle your personal information in compliance with all applicable laws, including General Data Protection Regulation (GDPR). Your information will only be used for purposes directly related to your assessments, treatments, ongoing care, and for educational and training purposes. 

By using our services, you agree to our storage and processing of your data as outlined in our Privacy Policy and Information Governance Policy, available on our website. 

Please note that there may be certain legal circumstances where we are obligated to disclose your personal information. This includes situations where you may pose a serious risk to yourself or others, or if we become aware of information related to terrorism or serious crime. We may be required to report child protection concerns in accordance with relevant legislation, and/or we may be required to disclose your personal information if directed to do so by a UK court of law. By agreeing to these terms, you acknowledge our legal duty to disclose information in such cases. 

Information Sharing within The Aspen Clinic  

The Aspen Clinic is committed to protecting your privacy. We will only use your personal information to provide the care and treatment you need. 

If you choose not to share the requested information, we may be unable to provide the appropriate level of care. 

We will not share your personal information with any third parties for marketing purposes. Please refer to our Privacy Policy for more details. 

Consent-Based Marketing: We obtain explicit consent from clients before sending any marketing communications. This ensures compliance with data protection regulations/ GDPR. 

Opt-In Mechanism: We provide an option for patients to opt-in to receive marketing materials. You will see this on the referral form/ during the registration process. There may be times we send out ‘renewals’ for ‘dead leads’ through a separate consent form then we must remove them if asked.  

Targeted Information: At The Aspen Clinic patient care and experience is our priority, to enhance your experience with us we may use your data internally to send targeted and relevant information that may be of interest to you, based on your needs and preferences. Your personal information will not be shared with third parties.  

Clear Communication: We will ensure that patients are fully informed about how their personal information will be used for marketing purposes. We will provide a straightforward process for patients to withdraw their consent for marketing communications. 

Retention of Information 

We are required by law to keep your medical records for a minimum of twelve years after your last appointment or discharge. While we aim to comply with GDPR regulations and minimise data storage, we may need to retain your records for longer periods in specific cases, such as potential legal claims or serious incidents. Before any records are destroyed, they will undergo a thorough review. For child patients, we will retain records until they turn 25. 

Zero Tolerance Policy 

The Aspen Clinic is committed to providing high-quality care in a safe and respectful environment. To maintain this standard, we have a strict zero-tolerance policy for any form of abusive behaviour towards our staff. 

Patient Conduct 

Patients and their representatives are expected to communicate with our staff in a respectful and appropriate manner. Any form of abusive behavior, including (but not limited to) verbal abuse, threats, or aggressive language, will not be tolerated. 

Consequences of Abusive Behaviour 

If we determine that a patient or their representative has engaged in abusive behaviour, we may take the following actions: 

• Termination of Services: We may immediately terminate our services to the patient.
• No Refunds: No refunds will be issued for services already provided.
• Legal Action: In severe cases, we may pursue legal action.

 

Intoxication 

To ensure the safety of all patients and staff, we reserve the right to reschedule appointments for individuals who arrive under substance influence. We may also refer such individuals to appropriate support services if required. This policy is in place to maintain a safe and professional environment and to ensure that all medical assessments, treatments and interventions are conducted under optimal conditions. 

Threatening or Violent Behaviour 

Any form of threatening or violent behaviour towards our staff or premises will result in immediate termination of the appointment and may involve contacting the police. 

Emergency Treatment and Out-of-Hours Support 

Please note that The Aspen Clinic does not provide emergency or crisis services. We are unable to offer treatment for patients experiencing a crisis or high-risk situation, either during or outside of our regular business hours. 

If you are experiencing a mental health crisis, such as: 

• Suicidal thoughts
• Thoughts of harming yourself or others
• Feelings of being at risk from others

 Please seek immediate help by: 

• Contacting a relative or caregiver
• Reaching out to your local NHS Crisis Team
• Visiting the nearest emergency department (A&E)
• Calling emergency services (999 or 111,option 2)

 

Referral to Specialised Care In some cases, our clinicians may determine that you require a higher level of care or more specialised services than we can provide. If this occurs, and with your consent, we will refer you to an appropriate organisation. 

Cancellations 

We understand that plans can change, and you may need to cancel or reschedule your appointment. If your plans do change, please provide us with at least 5 working days’ notice before your appointment is due to take place, as this will impact other patients.  

Individual Appointments e.g Gateway Consultations, Psycho-social assessments, Psychiatric evaluation, post diagnostic Reviews, and psychology services: 

If you cancel between 3-5 working days before the appointment, you will be liable for 50% of the total invoice paid. Cancellations made within 48h of your appointment will result in no refund, as it is very unlikely that your appointment slot can be provided to another patient. If you choose not to rebook a cancelled appointment for which you have already paid, no refund will be issued. This will be decided at our sole discretion.  

To cancel/reschedule your appointment please contact us by email [email protected] or call us on 0161 560 5905 

Full Assessment Packages: 

Full assessment packages include multiple appointments, therefore, cancellations of these appointments made less than 5 working days in advance may incur a £50 rebooking fee, this will be decided at our sole discretion.  

Late Policy 

To ensure we can provide the best possible care, please contact us immediately if you are unable to make your appointment on time. We will do our best to accommodate you, but this may involve rescheduling, which may incur a rebooking fee, or waiting for a later available slot. 

If you arrive more than 10 minutes late for your appointment without prior notice, The Aspen Clinic will consider this a missed appointment. A late fee will be applied in line with our rebooking fee as outlined in the cancellation policy. 

Missed Appointments 

If you miss your appointment or arrive more than 10 minutes late, you will be charged a fee. 

Missing or cancelling appointments may impact the accuracy of your assessment. This could result in the need for additional consultations, which may incur additional charges. 

Furthermore, missed or cancelled appointments may affect the duration, adjustment, and overall effectiveness of your post diagnostic plan. It is important to note that completing the initial phase of a treatment plan does not guarantee the establishment of a Shared Care Agreement (SCA), regardless of any missed or cancelled appointments. 

Please note that failing to cancel/reschedule an appointment within the timeframes mentioned in the cancellation policy may result in a cancellation fee, or the full appointment fee being due, subject to The Aspen Clinic’s discretion. 

Refunds 

If you are eligible for a refund, we will process it as soon as possible. However, please allow up to 10 business days for the refund to appear on your statement. 

NHS/GP Involvement 

To ensure we provide you with the best possible care, we may need to share information with your GP or other healthcare professionals. Please review our data protection section for further guidance. 

Before starting any medication, you will need to complete specific pre-medication tests and a clinical examination. Your psychiatrist will discuss these requirements with you in detail. 

Important Considerations for Private Assessments 

If you plan to return to your NHS GP for subsequent tests, monitoring, prescribing, or other services after a private assessment, it is crucial to consult with your GP beforehand. 

Please confirm with your GP the extent to which they are willing to support you with ongoing care. It is important to note that GPs are not obligated to arrange additional tests, monitoring, or participate in shared care agreements for prescribing. They may decline to provide these services. 

We can not be held responsible if your GP is unable to provide the necessary care. If your GP can not support you, please contact our team to explore other options.  

Prescriptions 

The decision to prescribe medication is solely at the discretion of the prescribing clinician, following your consultation and within the guidelines set by The Aspen Clinic,  General Medical Council (GMC), NICE, and the British National Formulary (BNF). 

Please note that prescriptions will only be issued following review of baseline investigations and your health records to ensure your full safety, health and wellbeing. This approach ensures adherence to safe prescribing practices as outlined by the GMC, NICE, and BNF. 

Medication Considerations 

Please be aware that medications can have potential side effects, withdrawal symptoms, and other complications. These risks may increase if you do not follow your prescribed dosage or treatment plan. In such cases, The Aspen Clinic may discontinue your treatment for your safety. 

You have the right to stop treatment or investigations at any time. However, please understand that doing so against medical advice could lead to serious side effects, withdrawal symptoms, or other complications. You would be solely responsible for any such consequences. 

Medication Costs Please note that medication costs are separate from the fees for your assessment and follow-up appointments. You will pay the pharmacy directly for your medication. 

Repeat Prescriptions If you are on a stable medication dose and need a repeat prescription outside of your scheduled appointment, you can request one via our digital repeat prescription pathway. If you have any accessibility requirements, please let us know.  

 A separate fee applies for this service, which must be paid before your prescribing clinician can issue the prescription. This fee is additional to the cost of the medication itself, which you will pay to the pharmacy. 

Delivery of Medication Prescriptions 

To ensure safety and efficient delivery, we aim to send all medication prescriptions through an online pharmacy. Once the prescription is transferred to the online pharmacy, we no longer have control over the delivery process. We cannot be held responsible for any delays or issues that may arise during delivery. 

If your prescription is lost or damaged please contact the online pharmacy provider to support you. You are responsible for the safekeeping of your prescription and must either destroy or return any unused portion. Please note that there may be a fee associated with reissuing a prescription. 

Pharmacy Charges 

You will be responsible for paying the pharmacy for the cost of your medication. Please note that these prescriptions are private and not covered by the NHS. 

The specific cost of each prescription will vary depending on the pharmacy and the medication.  

Controlled substances prescriptions are valid for one month only and cannot be used after this period. 

Prescription Usage 

Any prescription you receive from The Aspen Clinic is intended for use at a registered UK pharmacy. You understand and agree that these prescriptions are strictly for your personal use. 

It is important to carefully read all information provided by your prescribing clinician and the pharmacy label. Medication information will be provided in your treatment plan consultation with recommendations. If you have any questions or concerns about your medication, please contact our admin team on [email protected] or 0161 560 5905  who can support you with your request.  

Shared Care 

Please be aware that we cannot guarantee your GP will agree to a Shared Care Agreement with The Aspen Clinic as this decision will be at their discretion.  

If you do enter into a Shared Care Agreement, you agree to attend six-monthly review appointments with your Psychiatrist to monitor treatment progress. Failure to attend these appointments regularly will result in the termination of the Shared Care Agreement and your discharge from the clinic.  

Inactive Patient 

Please note that if you miss appointments for six consecutive months while actively undergoing treatment, we may discharge you from The Aspen Clinic. To protect patient confidentiality we will not inform the GP without consent, unless failure to inform the GP will put the patient’s health and safety at risk.  

Complaints 

If you have concerns about our services, please contact us and we will work with you to resolve the issue. If your concerns are not addressed, you may file a formal complaint. Please refer to our Complaints Policy for more information.  

Liability 

The Clinic shall not be liable for any direct, indirect, incidental, consequential, or punitive damages arising from the use of or inability to use our services. The Aspen Clinic’s liability, if any, shall be limited to the amount paid by you for the specific services provided. 

The Aspen Clinic is not liable for delays or disruptions to services caused by circumstances beyond our control. In such cases, we will notify you as soon as possible and will take steps to minimise the impact 

The Aspen Clinic is not responsible for: 

• Losses not directly caused by our negligence or breach of contract.
• Business losses, such as lost profits, revenue, contracts, or wasted expenditure.
• Indirect or consequential losses that were not reasonably foreseeable to both parties at the start of the service.

 

Payments: 

 

• The purchase of goods or services has a statutory right for you to cancel your order within fourteen (14) days after the day on which the purchase was made (“Cooling-Off Period”) without giving any reason.  
• When you make your first appointment with us (whether online or in person) you have the choice to waive these rights. By booking an appointment that is less than 14 days from the date of purchase, you acknowledge that you have waived your statutory right to cancel during the Cooling Off period. This is so we are able to instantly start providing the Services and/or secure time with a Clinician in advance to ensure their availability. 
• You agree that the provision of any services is subject to your payment in full of any costs relating to consultation, administrative and/or delivery fees that you incur in relation to the services pursuant to our fees. 

.       In certain cases, there may be an option to pay a deposit for some of our services. Please note that any remaining balance must be paid in full prior to receiving any services. Deposits are non-refundable if cancelled within 48 hours of the appointment time. 

• A negative diagnosis does not entitle the patient/carer to a refund as payment is considered for the provision of the assessment service
• You accept that any and all fees and charges, without exception, incurred at the time of booking are your responsibility as registered patient or nominated account holder (if there is any question with regard to who is responsible for the fees and charges incurred, The Aspen Clinic will refer to the details provided at the time of booking and that individual shall have the legal responsibility for all fees and charges and no alternative position shall be acceptable to The Aspen Clinic) and MUST be settled prior to you receiving any of the services, in whole. 
• You represent and warrant that you have full authority to enter into this Agreement and make the representations herein. You will cooperate to provide any documents that may be reasonably required to effectuate the foregoing authorisation. 
• The Aspen Clinic Ltd reserves the right to modify its fees and/or pricing structure at any time, at its sole discretion and implement the new fees and/or price structure at any time prior to billing you for payments due pursuant to these Terms and Conditions. You agree that The Aspen Clinic Ltd services may not be provided, or consultations ended or cancelled if your billing information is inaccurate, invalid, without funds (not in funds).
• You expressly allow The Aspen Clinic Ltd to fully settle purchase charges from any debit/credit card in your account before enabling the provision of the services (including the confirmation of an appointment time and date that has been allocated to you) and you accept that failure of full settlement by you is likely to result in the services not being provided to you. 
• You accept that if you breach the details of The Aspen Clinic terms and conditions or withdraw from service you remain fully liable for any payments that are due to The Aspen Clinic.  
• The Aspen Clinic only accepts payments in British pounds (GBP).

  

 

Data protection 

• We must obtain explicit consent before using or sharing any of your personal health information, unless it’s clearly understood by the situation.
• In urgent cases where obtaining consent is impractical, we may disclose your information as required by law or to protect the public interest, such as in cases of suspected child abuse.
• We will only share the minimum amount of information necessary to achieve a specific purpose.
• If a patient refuses to consent to the disclosure of their information, we will respect their wishes.

 

Recording of Patient Sessions 

We may record some of our patient sessions for training, development and administration purposes, but only with your explicit consent. The clinician will inform you of their intention to record the session and seek your consent prior to the start of the session. 

The recordings will be stored securely and will only be accessed by authorised personnel. The recordings will be used solely for training and development purposes and will not be shared with any third parties. Recordings may be watched in clinical supervision sessions to support the continuing professional development of our clinicians, and to maintain high quality care for all patients. Your consent (or withholding of consent for this purpose) will in no way affect the quality of care that you receive from The Aspen Clinic. 

If you have any questions or concerns about the recording of any sessions, please do not hesitate to ask your clinician. 

CCTV Surveillance 

To ensure the safety and security of all individuals on our premises, CCTV surveillance is in operation at all times. Footage may be used for security purposes, incident investigation, and compliance with legal requirements. By entering our premises, you consent to being recorded. 

Recording of Communications 

We may monitor and record telephone calls and emails for quality assurance, training, and compliance purposes. We will obtain your consent prior to recording any such communication. 

Transcription and Dictation 

We will only transcribe and dictate audio or video recordings of sessions or consultations with your explicit consent. This consent may be provided in writing or verbally. Any transcribed or dictated information will be treated with the utmost confidentiality and in accordance with GDPR. 

Trainee or Student Clinicians 

The Aspen Clinic is committed to supporting the training and development of the next generation of clinicians. For this reason, The Aspen Clinic offers placement opportunities to trainee and student clinicians. You will always be fully informed if the clinician you are seeing is in training, and you will have the option without prejudice to request to be seen by a qualified clinician. 

It is important to note that all work undertaken by trainee or student clinicians will be directly overseen and supervised by a senior clinician in the trainee or student’s professional field. This may additionally involve direct observations of the trainee or student’s performance within your session.  

The use of trainee or student clinicians is often welcome and embraced by both patients and staff. Trainee or student clinicians often bring contemporary and up-to-date research developments in their respective professions and can significantly add to patient care and experience. If you have questions about trainee or student clinicians’ use in your care, please contact one of the Clinical Directors. 

Modifications to the Agreement 

The Aspen Clinic Ltd reserves the right to modify, update, or replace this Agreement at any time without prior notice. It is your responsibility to review this agreement periodically. Continued use of our services after any modifications constitutes acceptance of the revised Agreement.  

By using the services provided by The Aspen Clinic Ltd, you acknowledge that you have read, understood, and agreed to abide by these Terms and Conditions. If you have any questions or concerns, please contact the Clinic’s customer support via [email protected]  or 0161 560 5905