Terms and Conditions

1.1 Talkmind is a platform to enable everyone to have easy and accessible assessments, diagnoses and treatments for their mental health. All Talkmind [Consultant] Psychiatrists are GMC registered.

1.2 Talkmind Ltd is registered in the UK and thus, is subject to UK law. Any patient or doctor using Talkmind must understand, accept and agree to this.

1.3 More so, all patients clearly understand, agree and accept that each individual Consultant / practitioner / clinician takes responsibility for the [medical] advice given via the Talkmind platform.

2.1 We will usually require your NHS GP details; if you choose not to disclose this, this is fine and we will respect your decision, however, it may mean that we cannot prescribe medication(s), nor continue to offer any therapeutic input, should it be indicated. You can share all information with your NHS GP or request that we forward this on your behalf; the latter may incur a fee.

2.2 During the initial consultation, you will need to present some form of identification, such as a passport or driver’s licence.

2.3 The ‘Patient Onboarding’ form must be completed prior to the assessment, otherwise the assessment will not be able to take place and it may result in your consultation being cancelled and a new assessment may need to be arranged at full cost. The information that you provide to us at any point throughout your onboarding journey (including when booking the initial appointment) is assumed as your personal and accurate information; thus if we need to contact you, we will use these details.

2.4 If you do not have a copy of your ID with you at the time of the consultation, then you must email it to us before or after your appointment.

2.5 Some assessments / consultations might be recorded to monitor quality and for auditing / peer review purposes. These recordings will be stored in our secure and compliant server and will remain the property of Talkmind Ltd and form part of your patient records.

2.6 Should you formally request the recordings, they should never be published on social media or any other media sharing platforms - if this term is breached, we reserve the right to suspend the services, terminate your account and take legal action against you.

2.7 Following the consultation, the patient will receive a brief summary report, outlining their discussion, assessment, diagnosis / formulation and suggested management plan (if applicable). This will be sent via our secure electronic medical record platform, Semble. A full report will incur a separate charge. Amendments can be requested for either report or the consultation note within 7 days of receipt but can only be made for clinical inaccuracies; changes will not be done for spelling / grammatical errors. If a patient requests extra material to be included, this may require further time to review and consequently, may incur additional fees.

2.8 All information including reports and other personal information, will be stored securely, on our secure platform, Semble, and will not be shared unless we are authorised to do so by yourself, or unless we are legally obliged, for example there are concerns of serious and significant risk to you or others.

2.9 Even though we are bound by confidentiality and cannot share information with your GP, we do recommend that you inform your GP of the consultation. This will enable your GP to have a better oversight of your overall health.

2.10 As mentioned, we are bound by doctor-patient confidentiality, however, we are legally bound to inform any necessary bodies (local NHS / others) if we feel as though a significant risk is being posed to yourself or others.

2.11 During all consultations, you will need to have your camera turned on so that you can present some form of identification and also speak to the professional clearly with them interacting with you as though you were in the same space.

2.12 It is the patient's responsibility to book all follow up appointments.

2.13 Do note, Talkmind can only complete assessments for diagnostic purposes with a view of treatment. They are not to be used for independent expert witness / medico-legal reports etc. Any incorrect bookings will only be refunded if they are in line with our cancellation policy.

2.14 Appointment reminders are only given when appointments are booked through the website. However, reminders may not be sent if there is an issue with our email provider or if appointments are manually booked.

2.15 It is your responsibility to keep us informed in case anything in your overall health changes.

2.16 It is important to have a follow up, even if you feel better, so that you can be discharged appropriately. Of course, if you feel poorly in the future, you should contact us again, so we can re-review things at that point.

3.1 If the patient cancels with more than 7 days notice – 100% refund.

3.2 If the patient cancels between 2-7 working days before appointment, 50% of the cost of the appointment.

3.3 If the patient cancels within 2 working days – the full invoice will be charged.

3.4 If a doctor / therapist does not / did not attend your appointment, we will then refund the full cost. Patient and clinician can arrive up to 10 minutes late for an appointment.

3.5 If a patient arrives up to 10 minutes late, it will be at the discretion of the clinician to assess whether further time is required to enable him / her / they to gather the relevant information to determine a differential diagnosis and / or treatment plan.

3.6 Patient can cancel or edit their booking by emailing the administration team on help@talkmind.com.

3.7 Should the patient cancel their booking ‘accidentally’ they can simply contact Talkmind to manually rearrange the appointment on help@talkmind.com.

3.8 If the cancellation is successful, they will require a confirmatory email from Talkmind to that effect; if this email is not received, first check the ‘SPAM’, or contact us.

3.9 Talkmind will accept no responsibility for any liability, costs, losses that may arise from failure to properly cancel any consultation from the Talkmind platform.

3.10 Purchase of goods or services online, comes with a 14 day ‘cooling off’ period without any reason. If making an appointment that is less than 14 days from the date of the booking, you have waived your statutory right. This is to ensure we can instantly ensure a secure time / date you can have a Professional to ensure their availability.

3.11 By making the booking, you agree that 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.

3.12 You may be discharged if you do not participate in our process and do not schedule the necessary follow-up reviews. If you return and require additional treatment, the process may be restarted by scheduling an initial assessment.

3.13 Talkmind 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.

3.14 Talkmind reserves the right to end or cancel bookings / appointments if billing information is incorrect / inaccurate, invalid, without funds or if any pre-authorisation by us provides a negative response (as determined by Talkmind).

3.15 Talkmind reserves the right to cancel bookings if any outstanding payment is not completed 24 hours before an appointment.

3.16 For all free consultations, it is the patient/client's responsibility to inform us if they cannot attend prior to the appointment. Appointments cannot be extended. If a patient/client does not attend the appointment, they will not be able to book another free consultation, however, they will be able to book a paid-for appointment.

3.17 Any complimentary session must be used within one month of it being offered.

3.18 If an incorrect appointment type is booked, Talkmind will send a payment link for the remaining fee.

4.1 Reasons outside our control.

4.2 If fees / charges are not paid when due, and still not paid in full within 14 days of us reminding you that payment is due on time.

4.3 You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide Services, for example, valid contact details. If you breach any of these terms and conditions, you must compensate us.

4.4 Missed appointments occur when either you or a Doctor is not present in the video-consultation.

4.5 The patient will not book, or attend if they are feeling actively suicidal, or if they are actively self harming.

4.6 It will be presumed that the patient has capacity to control self-injurious behaviours and should the patient start displaying such behaviours during the consultation, the consultation will be terminated.

4.7 The consultation will be terminated for some of these other reasons: patient displays self-injurious behaviours; patient displays rude or aggressive behaviours or language; the patient or doctor presents themselves in an inappropriate manner; and so on.

5.1 Many people who suffer with psychiatric conditions may benefit from prescribed psychotropic medication. If the doctor feels your mental health will improve with medication, they will have a conversation with you about the said medication.

5.2 Wherever possible, and if appropriate, we will ask your GP to prescribe the medication once a therapeutic dose is established following successful titration. Where required, Shared Care Agreements can be arranged for a fee. However, should you prefer, we can [continue to] prescribe the said medication for you.

5.3 If the doctor feels it is appropriate to prescribe medication, a private prescription will be written out for you; there will be a charge for this. Once it has been agreed between yourself and your clinician, we will arrange your prescription with our online pharmacy platform; the patient will need to pay the dispensing pharmacy for the medication itself.

5.4 Currently, private prescriptions cannot be given without disclosing your GP details, unless otherwise stated.

5.5 Prescriptions are generally written, on average, once per week. The time frame of 24-48 hours reflects the time taken for the delivery of this medication to you, once the pharmacy receive the prescription from us.

5.6 Before issuing certain medications, we may ask you to provide your vitals, which could include, but are not limited to, your vitals etc.

6.1 If you are not satisfied with the service that you have received, then please email us at help@talkmind.com in the first instance, detailing any concerns you may have.

6.2 We will, of course, investigate any complaints submitted and respond, in writing, with the results. If we are in the wrong, we will apologise to you.

7.1 Talkmind has a duty of care for the health, safety and wellbeing of its staff and also has a legal responsibility to ensure the Talkmind team remain in a safe and secure working environment whilst at work.

7.2 All patients and staff are expected to behave in an acceptable, respectful manner. Any incident in which an employee is abused, threatened, or assaulted in circumstances relating to their work is unacceptable and not tolerated and conversations will not continue and could lead to the patient being discharged from our service. This includes the use of verbal abuse, shouting, aggressive tone, inappropriate foul language and swearing.

7.3 All instances of actual physical abuse or threatening behaviour on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.