Thank you for choosing NURTURENEURO. Our full Terms and Conditions are listed below, however if you have any other queries, please feel free to get in touch with us.
Overview
Our practitioners are members of professional organisations and adhere closely to these national standards and guidance to best practice. All practitioners are DBS checked, a member of the professional body HCPC, are required to hold Professional Indemnity Insurance, and is practicing within the framework of their profession and registrations.
We will clarify all our key policies with you and urge you to seek clarification about any aspect of the assessment process and ongoing service provided to you.
The practitioners will offer appropriate advice, but it is the clients’ responsibility to decide which service they require.
The practitioner reserves the right not to accept a referral. The client must comply with the terms and conditions set out in this agreement, otherwise we may have to terminate an assessment or support session.
Data Privacy and Confidentiality
We have a Privacy Policy and Confidentiality Policy. In these policies we clarify that we have a duty to share information if we have a safeguarding concern. Additionally, we follow all legal guidelines, such as GDPR, and are members of the ICO, in relation to the secure storage of all data and records.
We ask that you ensure that the information provided on any referral, medical, consent or booking forms is accurate and up to date in all respects at the point of booking. Please ensure you detail and medical, physical, or behavioural issues. We would ask you that you remember to notify of us any changes to the circumstances as they arise.
Zero Tolerance to Abuse
NurtureNeuro is committed to providing a safe environment for all our team members, as well as clients, free from acts of threats, physical violence, intimidation, harassment, verbal abuse, or coercion. Respect between all staff and clients must be in place.
We understand that some of our clients may have physical, social, emotional, and mental needs, which can cause high levels of stress, and that this may at times affect behaviour. We will take this into consideration, however, aggressive, harassment, abusive, or disrespectful behaviour is unacceptable. This includes raised voices, shouting, condescending or patronising language, or persistent rudeness. If such behaviour occurs, we reserve the right to pause or terminate our services without notice. This is in order to protect the wellbeing of our staff and other clients.
Emergency Support
We are not able to provide support in an emergency. If you need help quickly, please contact your GP, or Emergency Services on 999 for emergencies, or 111 for urgent help.
Illness and Infection
We ask that all clients and any family member must not attend any services whilst suffering from any contagious infection.
Cancellations of Assessments
We understand that, on rare occasions, unexpected circumstances such as illness, family emergencies or other unavoidable situations may mean that you are unable to attend your assessment. We appreciate how difficult and stressful these situations can be.
We have a strict cancellation policy for all services.
Regretfully cancellation charges occur due to the extensive time needed to plan and prepare sessions, assessments, and reports prior to the appointment. These cancellation charges reflect the reasonable costs already incurred by NurtureNeuro in preparing for your assessment, including administrative time, clinician scheduling, processing forms, booking appointments, and pre-assessment planning, as well as the loss of the reserved clinic slot, which we do not have sufficient time to reallocate at short notice.
If you cancel your assessment, the following cancellation charges will apply due to losses incurred (see below):
- 15 or more calendar days’ notice: £250
- 15 or more calendar days’ notice (if any forms have already been completed): £400
- Between 14 days and 48 hours: 50% of the total fee
- Less than 48 hours/no-show: full assessment fee; no refund given
Any refund will be issued after the relevant cancellation charge has been deducted from the amount paid.
If instead of cancellation, you reschedule your appointment with us, if you give us 15 days or more notice, the cancellation charges as set out above will not apply. Rescheduling is not applied under 15 days; due to the fact the reserved clinic slot cannot be reallocated at short notice. This is only valid for the first occasion that you cancel and re-schedule; any subsequent re-schedules or cancellations will be subject to the cancellation charges above.
Why we have a cancellation policy
We recognise that, on rare occasions, unexpected situations can arise which are completely outside of your control, and we understand how upsetting it can be when this means an assessment can no longer go ahead as planned.
When an assessment is booked, our clinicians reserve a significant amount of clinical time specifically for you or your child. This forms a substantial part of the clinician’s planned workload for that week. Including reviewing and preparing for the assessment, completing the assessment, scoring assessment measures, reviewing all the clinical information, reaching diagnostic conclusions, MDT discussion where required or necessary, developing individualised recommendations and strategies, providing feedback, and writing the diagnostic report.
We require at least 15 days’ notice because a new client also needs time to complete their pre-assessment process before we can safely offer them the appointment. With less notice, we may not have sufficient time to fill the reserved clinic slot and clinical time. This can leave the clinician without payment for the time they had reserved, while NurtureNeuro also incurs clinic costs, and the loss of initial set-up and preparation costs already incurred.
Cancellations of Therapy
Therapy appointments are reserved, and we therefore ask that cancellations are kept to exceptional and unavoidable circumstances. Where you do need to cancel, a minimum of 48 hours’ notice is required.
Should you frequently cancel or not attend your scheduled appointments, we reserve the right to refuse further appointments.
Rescheduling Assessment Dates
- If you wish to move your appointment to a different date, you must give us 14 days’ notice or more. With 15 days’ notice or more, the cancellation charges set out above will not apply and your appointment can be rescheduled. Rescheduling is permitted on one occasion only. Any subsequent request to reschedule will be subject to the cancellation charges set out above.
- Appointments cannot be rescheduled with less than 15 days’ notice, as the reserved clinic slot cannot be reallocated at short notice. In these circumstances, the cancellation charges set out above will apply.
- Rescheduling is permitted on one occasion only. Any subsequent request to reschedule will be subject to the cancellation charges set out above.
Payment Terms
Full payment is required to secure your assessment date. We ask that payment is made as soon as possible to confirm the booking. Once an assessment date has been agreed, it can be held for 48hrs, but if payment is not received within this period the date will be released and offered to another client.
Reports
For our assessment services, a report is provided. Unless there is a technical or factual error, these reports cannot be edited after they have been shared. A private assessment does not guarantee a diagnosis, neither does a referral from a GP.
Privacy
We adhere to the Data Protection Regulations, 2018. A full copy of our Privacy Policy can be found on our website.
Termination of Services
We reserve the right to terminate our services without notice for the following reasons:
- Persistent late payments
- The inappropriate, harassing, or aggressive behaviour by parents or adult clients towards our staff, in accordance with our zero tolerance to abuse policy.
- You require a service that is not in our skill set. In this case we will signpost you to more appropriate services.
- Upon termination all outstanding invoices become immediately payable
Links to Policies
Please see further information held in our policies on our website, see listed below:
- Privacy Policy: https://www.nurtureneuro.co.uk/privacy-policy/
- Consent Policy: https://www.nurtureneuro.co.uk/consent-policy/
- Confidentiality Policy: https://www.nurtureneuro.co.uk/confidentiality-policy/
- Complaints Policy: https://www.nurtureneuro.co.uk/complaints-policy/
- Zero Tolerance to Abuse Policy: https://www.nurtureneuro.co.uk/zero-tolerance-policy/