Terms & Conditions

This website (The Website) is owned and operated by Sophie Jane Miller MA Cantab Lincoln’s Inn, MBPsS Richmond Psychology Limited, trading as Sole Philosophy Orchard Clinic whose business address is care of The Orchard Clinic, at 89 St Margaret’s Road, Twickenham TW1 2LJ.

The full list of Directors of the Orchard Clinic is available from: info@orchard-clinic.co.uk

The Consultant Clinical Psychologist/Clinic Director in charge is :

DR. HEATHER MAYS BA, MS, MA, PsyD, CPsychol, CSci, AFBPsS 

The Orchard Cclinic is owned and operated by the Directors of Richmond Psychology Limited and Sole Philosophy acts as an independent practitioners renting rooms only from the Orchard Clinic.

Sophie Jane Miller also rents rooms from the Practice in Harley Street Ltd at 30 Weymouth Street,

London W1G 7BS again acting as an independent practitioner renting rooms only from the clinic.

The full List of other self employed practitioners working from the Orchard Clinic and their charging

structure is listed on The Website and may change from time to time without notice. Each

practitioner will have their own terms and conditions of trading which may be different to the

Orchard Clinic terms and conditions for using this website.These terms of use, their subject matter

and their formation, are governed by English law including any non-contractual disputes or claims.

It is agreed that the courts of England and Wales will have exclusive jurisdiction over any such

disputes.

WEBSITE CONTENT

When visiting this website you are accepting and consenting to the practices described in this policy. Please be aware that the content on this website is provided for general information only. It is not intended to amount to any medical advice on which you should

rely. You must obtain independent professional or specialist advice before taking, or refraining from, any action or omission on the basis of the content on this website.

Although we make reasonable efforts to ensure our information and content provided on this website is updated and reflective of the services that we provide, we do reserve the right to make changes to this website and these terms and conditions at any time without notice to our clients. We will update the terms on this website from time to time.

External links are provided for information and convenience only. Please be aware that we do not accept responsibility for the sites linked to, or the information found there.

WE ARE NOT RESPONSIBLE FOR VIRUSES AND YOU MUST NOT INTRODUCE THEM    

Although our website is regularly maintained to prevent any problems that may occur, please be aware that we do not guarantee that this website will be secure or free from bugs or viruses.

It is under your responsibility tofor configureing your information technology, hardware and

software computer programmes and platform to access this website. You should regularly use your own virus protection software.

We do not accept misuse of this website by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain un-authorised access to this website, the server on which this website is storedstored, or any server, computer or database connected to this website. You must not attack this website via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. In order for us to protect the website and its users, we will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use this website will cease immediately.

These terms of use, their subject matter and their formation, are governed by English law including

any non-contractual disputes or claims. It is agreed that the courts of England and Wales will have

exclusive jurisdiction over any such disputes.

CANCELLATION of APPOINTMENTS POLICY

Appointments that are missed without the respected notice period, will often result in a lost

opportunity to offer the appointment time to someone else. If you should need to cancel your

appointment, you will need to inform us of up to 24 hours before of your appointment time,

otherwise you will be held liable to a cancellation fee.

Cancellation fees are charged at the cost of a full consultation with Sophie Jane Millerof £250.00.

Please be aware that if your insurance is paying for your sessions, they do not always pay for

cancelled or missed appointments, this varies with each insurance policy and we recommend that

you contact your insurance policy provider to enquire about this prior to starting your treatment. If

your insurance does not cover this, you are responsible of settling any cancellation charge that you

may incur.

We do make an exception to accidents and sudden illnesses, however it will be your responsibility

to inform us of your circumstances., we allow up to a week from your appointment time to notify us

of cases like this*** or you may still face a cancellation charge.

COMPLAINTS POLICYIf there is any problem with the servicesservices that we provided by Sophie Jane Miller at the

Orchard Clinic or the Practice in Harley Street at 30 Weymouth Street, , please contact the relevant

clinic as soon as possibleus and tell us of any issues arising as soon as reasonably possible. The

clinic , and we will investigate the problem under their our complaints procedure and will notify you

in writing of the outcome.

Every complaint is acknowledged within two working days, all complaints are then investigated and

responded to in writing within 28 days of being made. We do try in every instance to meet this 28

day time frame, however if for any reason there is a delay with this process, we assure to notify

you of this and keep you updated with the progress of the investigation.

All complaints are reported to the registered manger Dr Heather Mays, who is responsible for

following through complaints for the company. In additionaddition, to this all complaints are also

reviewed as part ofwithin our Clinical Governance Committee meetings at each clinic, in order to

improve the quality of service provided too our patients.

Both clinics reserve the right to pass on details of the alleged act or omission of individual

practitioners to appropriate regulatory bodies governing each practitioner and if necessary to the

police.

DATA PROTECTION & COOKIES

Cookies are small data files transferred from the website to your computer’s hard drive through

your web browser, to enable our systems to recognise your browser and to provide us with details

of how our website is used.

A cookie does in no way or form gives us access to your computer or any personal information

about you, other than the data you choose to share with us. You can choose to accept or decline

cookies. Most web browsers automatically accept cookies, but you can usually modify your

browser settings to decline cookies if you prefer. This may prevent you from taking full advantage

of the website

Please note that we do not directly harvest or take the data from the website. We do not buy and sell information from third parties and won’t pass on details to anyone without your express written consent, except in an emergency medical situation.

Cliniko

The data base that we use to register and hold patient information is Cliniko which is an encrypted

site in Australia. The link to the terms and conditions of Cliniko is

https://www.cliniko.com/policies/terms

Square SpaceWe use Square Space as a method of passing on your inquiries to individual practitioners. The link

to the terms and conditions of Square Space is https://www.squarespace.com/terms-of-service/

We do not buy and sell information from third parties and wont pass on details without your consent, except in an emergency situation.

OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFER ED BY YOU WITHIN THE PREMISES AT 89 ST MARGARET’S ROAD   OR 30 WEYMOUTH STREET

Please be aware that we cannot accept responsibility for loss or damage to any personal

belongings you have brought with you to the clinic. We recommend that you do not bring any

valuables with you and any loss or damage to this will be at your own risk.

We take all the appropriate measurements in protecting our patients and ensure our premises are

safe and secure at all times.

The Orchard Clinic is registered with and acts under the guidance of the Care Quality Commission

(the CQC) and the Health and Safety at work etc. Act 1974 and ensures that dealings at the

Orchard Clinic are compliant with the CQC fundamental standards.

The Orchard Clinic undergoes a number of risk assessments, which are updated when due to

ensure the safety of our building in varying situations. Under the Health and Safety (First-Aid)

Regulations 1981 we have installed the adequate and appropriate equipment, as well providing

sufficiently trained and competent first-aiders in the event of an accident and emergency.

At present the Practice in Harley Street Ltd is not registered with the CQC and is in the process of

making risk assessments to ensure the safety of clients attending clinics the building at 30

Weymouth Street.

If you have experienced any damage caused to you inside the premises of either clinic or at fault of

a member of the clinic administrative staff, please report this to us and we will ensure to undergo a

full and thorough investigation. In line with our complaints procedure, all investigations will be

acknowledged within two days and responded to within 28 days of being made. We do try in every

instance to meet this 28-day time frame, however if for any reason there is a delay with this

process, we will ensure to notify you of this and keep you updated with the progress of the

investigation.

Neither the Orchard Clinic nor the Practice at Harley Street Ltd is liable in any way for the acts or omissions of the individual practitioners operating from their address. Any claim relating to the individual practitioner may be lodged with the Clinical Director of either clinic who will primarily investigate as a matter of courtesy, though due process may be referred to the GMC or other registered body governing the relevant practitioner. Full liability will rest with the practitioner concerned.

Please note that we are not liable to accept any blame or responsibility for damage or injury

caused outside the premises of the Orchard Clinic or 30 Weymouth Street.

The following terms and conditions apply only to the services provid ed by Sophie Jane Miller:

Other practitioners at the Orchard Clinic or 30 Weymouth Street will adopt different strategies for assessing patient’s needs and areis not associated to the practice of Sophie Jane Millerpractice of Dr Heather Mays.

Details of the fee structure and the appropriate terms and conditions for Sophie Jane Millereach practitioner will be different and may change without notice. This will includes details of their fees and any which insurance companies they are accredited by.

WHAT YOU CAN EXPECT FROM YOUR INITIAL CONSULTATION WITH SOPHIE JANE MILLER DR HEATHER MAYS

Your initial consultation will consist of an assessment, the purpose of an assessment is to build up an accurate picture of your needs in order to decide whether Mindfulness based

Cognitive Therapy is an appropriate help aid a diagnosis, treatment plan for you at the time of

initial consultation. s and any other recommendations that Dr Heather Mays may feel necessary.

Other practitioners at the Orchard Clinic will adopt different strategies for assessing patients needs

and is not associated to the practice of Dr Heather Mays.

FEES AND CHARGES WTH SOPHIE JANE MILLER DR HEATHER MAYS

SELF-PAY

Sophie Jane Miller Dr Heather Mays accepts patients that are self- paying only.

Currently mindfulness teaching is not for their treatment, as well as those who are covered by most healthcare insurance plans.

If you are a self paying patient, Tthe cost of an initial consultation is £10250.00 and will last for

approximately one hour.and any follow up consultation will be charged at a fee of £250.00.

Your consultation fee should be paid on day of your appointment.

Subsequently there are two methods of learning MBCT with Sophie Jane Miller:

As a one-to-one discussion over 8 weeks (or other period to be discussed) in hourly

appointments costing £100 each

As part of a closed group of participants over an 8-week period of two-hour long

appointments costing a total of £350 on dates to be supplied

If you are paying for a young person (under 25) to receive teaching in Mindfulness or are reviewing

the 8-week course (whether or not first taught by Sophie Jane Miller), a discount is available on

these prices, as agreed at the time of booking by Sophie Jane Miller only.

Clients wishing to trouble shoot problems with their existing mindfulness practice will be charged at

one-to-one appointment rates.

Your consultation fee should be paid on day of your appointment by bank transfer to the account

details supplied by Sophie Jane Miller.

Please be aware that it will be your responsibility to settle any unpaid fees with Sophie Jane

Miller Richmond Psychology Limited.

Details of the fee structure for each practitioner will be different and may change without notice.

This will include details of their fees and which insurance companies they are accredited by.

Please be aware that Sophie Jane Miller reserves the right to change and increase her

consultation fees at any time, without any given notice. All consultations will be at the current rates

applicable on the date of the appointment. PRIVATE MEDICAL INSURANCE

If you wish to claim for treatment through your health insurer, please contact you insurers prior to

your initial appointment. You will be expected to provide a letter of confirmation from your

insurance company prior to your appointment, which should state whether they will cover the costs

of your sessions either partially or in full. If you are unable provide this prior to your appointment

please contact us by email at: info@orchard-clinic.co.uk to inform us, as we will have no other

alternative but to cancel and re-schedule your appointment once you insurance confirmation letter

has been obtained.

Dr Heather Mays is accredited by a number of different insurers, you can access this information

on the Orchard Clinic website. If your insurers are not listed on the list of Dr Heather Mays

accredited insurance companies, it is your responsibility to query this with your insurance providers

prior to booking your appointment. A letter of evidence from your insurers will be required, to

confirm that you will be covered for your session(s).

Dr Heather Mays may be required to provide a report or complete an insurance claim form for your

insurer, we are happy to provide this for you with no additional charge. If you do require this at any

point of your treatment, please request this through: pa@orchard-clinic.co.uk, with a breakdown of

what it is you need.

We do understand that information requests and claim forms can be time sensitive, and although

we do our best to fulfil these requests, due to the Dr Heather Mays schedule we do require at least

two weeks notice. We do also take in to account that some information and/or claim requests may

occur abruptly and in these circumstances we may be able to make allowances on how quick we

process your request.

Please be aware that it will be your responsibility to settle any unpaid fees with Richmond

Psychology Limited, and we are not accountable or liable for any individuals insurance polices. It is

also your responsibility to inform us if there have been any changes to your policy that may effect

or restrict the access to your treatment.

EXCESS FEE

Some policies may have an excess fee, that you will need to settle with your insurance company.

We recommend that you review this with your policy holder beforehand. Please be aware that any

outstanding payment will need to be settled as per the protocol for self-paying patients. Failure to

make payment may result in referring this onto our debt collecting agency.***

CANCELLATION POLICY

Appointments that are missed without the respected notice, result in a lost opportunity to offer the

appointment time to someone else. If you should need to cancel your appointment, you will need to

inform us of up to 24 hours before of your appointment time, otherwise you will be held liable to a

cancellation fee. Cancellation fees are charged at the cost of a full consultation of £250.00. Please

be aware that if your insurance is paying for your sessions, they do not always pay for cancelled or

missed appointments, this varies with each insurance policy and we recommend that you contact

your insurance policy provider to enquire about this prior to starting your treatment. If your

insurance does not cover this, you are responsible of settling any cancellation charge that you may

incur.

We do make an exception to accidents and sudden illnesses, however it will be your responsibility

to inform us of your circumstances, we allow up to a week from your appointment time to notify us

of cases like this*** or you may still face a cancellation charge.

LATENESS POLICY

All of our in- clinic appointments with Sophie Jane Miller Dr Heather Mays are booked by fixed hourly time slots, the full consultation time can be provided to you on the Orchard Clinic

website. We do understand that on occasion patients may be late for an appointment, however it will be your responsibility to contact us to inform us if you are unable to meet your appointment time through: by tpa@orchard-clinic.co.uk or telephone: 0777 564 5628203

198 3100.

It will be under your discretion whether you wish to still attend the appointment, however theire will be no adjustments made to the appointment time. If you do wish to attend your appointment, your appointment will finish at the time it was originally booked for. As we run a highly busy clinic, this leaves us with very little room to accommodate late comers. We respect that each patient has pre-booked their appointment to see Sophie Jane Miller Dr

Heather Mays for a specific time and therefore do our absolute best in ensuring we are punctual and meeting the expectations of our patients.

Please also be aware that if you wish to attend the shorter appointment due to lateness, you will still be charged for the full appointment time.

Sophie Jane Miller Dr Heather Mays makes every effort to be punctual with individual appointment times, but on occasion may be delayed in a consultation. If this does occur prior to your appointment, we take responsibility for this and will ensure you will get your full appointment time, however if you leave before 30 minutes of waiting the full consultation charge will be payable by you.

TELEPHONE ENQU I RIES

In some cases, patients may want to consult with Sophie Jane Miller Dr Heather Mays by telephone to discuss treatment plans, a change in circumstances, or any other health related queries that may arise. Due to our appointment structure with inpatients that have already pre-booked their appointments, it is not usually possible for Sophie Jane MillerDr

Heather Mays to take telephone queries at the time you call. All telephone queries are should be booked with a minimum of at least 24 hours notice, and this

will be subject to availability.

In a case of an emergency or , Dr Heather Mays may be able to make some amendments to

speak with a patient, however if it is a serious medical matter that requires urgent medical attention please contact emergency services on 111 or 999.

EMAIL ENQUIRIES

We do understand that for the majority of a vast amount clientspatients, emailing may be the most convenient method of communication to use when attempting to contacting Sophie

Jane Miller. Dr Heather Mays or secretary(s) to Dr Heather Mays.

The GMC has advised us on the use of emails and their security. Although we have taken internal

measurements to protect the confidentiality of our patientsP, please be aware that emails are not a completely secure method of communication and we recommend that you refrain from disclosing any sensitive or confidential information through email.

Should you choose to email Sophie Jane Miller Dr Heather Mays or Dr Heather Mays

directlysecretary(s), we cannot be held responsible for what you choose to include in your email or any problems you experience with your email systems.

Please note that Sophie Jane Miller Dr Heather Mays is not permitted to give you access to any personal email addresses(s) unless she chooses to do so with permission of the third party

concerned.

All contact should be made to sophie@solephilosophy.co.uk directly through her secretary at:

pa@orchard-clinic.co.uk.

Sophie Jane Miller Dr Heather Mays may not always be able to review and respond to any emails prior to the consultation and we are unable to provide set response times due to the demands of the clinic. Due to the Dr Heather Mays schedule we do require at least two weeks

notice for any emails requesting information. We do also take in to account that some requests for

information may be time sensitive, we advise that you email us with the exact details of what you

require and the date and time you need this by to ensure we are given as much time and

information as possible to meet these requests.

DATA PROTECTION FOR CLIENTS OF SOPHIE JANE MILLER

CLINIKOThe database which Sophie Jane Miller uses to register and hold secure patient information is

called Cliniko which is an encrypted site based in Australia. This means that your data will be kept

securely and is encrypted in Australia by Cliniko. Please see https://www.cliniko.com/policies/terms

COMPLAINTS POLICYIf there is any problem with the services that we provide, please contact us and tell us as soon as

reasonably possible, and we will investigate the problem under our complaints procedure and

notify you in writing of the outcome. Every complaint is acknowledged within two working days, all

complaints are then investigated and responded to in writing within 28 days of being made. We do

try in every instance to meet this 28 day time frame, however if for any reason there is a delay with

this process, we assure to notify you of this and keep you updated with the progress of the

investigation. All complaints are reported to the registered manger Dr Heather Mays, who is

responsible for following through complaints for the company. In addition to this complaints are

also reviewed within our Clinical Governance Committee meetings, in order to improve the quality

of service provided to our patients.

DATA PROTECTION & COOKIES

Cookies are small data files transferred to your computer’s hard drive through your web browser to

enable our systems to recognise your browser and to provide us with details of how our website is

used. A cookie does in no way or form gives us access to your computer or any personal

information about you, other than the data you choose to share with us. You can choose to accept

or decline cookies. Most web browsers automatically accept cookies, but you can usually modify

your browser settings to decline cookies if you prefer. This may prevent you from taking full

advantage of the website

Please note that we do not directly harvest or take the data from the website.

Cliniko

The data base that we use to register and hold patient information is Cliniko which is an encrypted

site in Australia. The link to the terms and conditions of Cliniko is

https://www.cliniko.com/policies/terms

Square Space

We use Square Space as a method of passing on your inquiries to individual practitioners. The link

to the terms and conditions of Square Space is https://www.squarespace.com/terms-of-service/

We do not buy and sell information from third parties and wont pass on details without your consent, except in an emergency situation.

DATA PORTABILITY/INFORMATION SHARING??

Upon registration with Sophie Jane Miller,us at the Orchard Clinic, we will from there on keep a record of medical and any non- medical personal details for your record , such as; your name, address, date of birth, telephone(s), email address(s).

Please note that clients of other practitioners working from the Orchard Clinic or at 30 Weymouth

Street may decide to hold different details on their records, which are not accessible to staff or

other practitioners of the Orchard Clinic or 30 Weymouth Street.This information will be stored on

our secure data base.

These details will be stored uniquely for administrative and accounting purposes only. Any clinical data stored on our secure data base can be accessed only by Sophie Jane Millerwill be strictly

exclusive to Dr Heather Mays to have access to only.

In some casescases, patients may be seeing more than one therapist or clinician and may want to share details of their sessions with any of the other practitionerss who that are dealing with their care. Patients have the right to request that we share your details with another practitioner, however we follow strict guidelines when sharing information and can only fulfil this request with written and signed confirmation from the patients themselves, clearly stating their consent.

APPOINTMENTS

Sophie Jane Miller Dr Heather Mays secretary(s) is primarily responsible for booking in patients and will predominately be your main point of contact. On Occassion Dr Heather Mays may

book in patients directly or near the end of your consultation. In order to prevent any mistakes with

appointment bookings, we provide appointments cards and can send an email of confirmation

upon your request. Both will include details of your appointment including the date and time.

Please note that all new patients who have booked in their initial consultation will receive an appointment confirmation letter with details of our address, practitioner, date and time, new patient documents and a summary of some of our policies.

Although Dr Heather Mays and her secretary(s) work hard to ensure that are all bookings are taken

accurately, and that patients are aware of their appointment times, due to the large number of

patients we deal with, human error or miscommunication may arise on occasion resulting in with

errors with appointments. If it is at fault of out own, we will take full responsibility of this and waive

any appointment charge. We will also make every effort to book you in for the next most

convenient appointment. We do understand that mistakes may also be made at the fault of a

patient, resulting in missed appointments. Although we do have some leniency towards this, on

your third occurrence a full cancellation fee will apply.

THE RIGHT TO BE FORGOTT E O N.

Under Article 17 of the the General Data Protection Regulations (GDPR), as enacted and varied

from time to time under English law, it is an individual’s right to have their personal data erased on specific request.. The right to erasure is also known as ‘the right to be forgotten’. Please be aware that this right is not absolute and only applies in certain circumstances. There is a strong presumption that as secure personal medical records the Orchard Clinic will

maintain its records for you in archive rather than be deleted in its entirety. In order to gain an understanding of your rights in more depth you can visit: https://www.eugdpr.org/the-regulation.html

Please be aware that if you have not attended or communicated with Sophie Jane Miller, over the

period of two calendar years it will be assumed that you have been discharged from our services.

Although we are unable to delete any personal medical clinical records, patients that have not

been seen for over two calendar years since their last appointment with Sophie Jane Miller will be

automatically archived on the Cliniko database. Should you wish to resume treatment at any time,

we are still able to restore and have access to your files.

INFORMATION REQUESTS

Under the practice of the GDPR, individuals have the right to obtain access to their personal clinical information. Sophie Jane Miller Dr Heather Mays can arrange to provide copies of documents held electronically free charge for you. Please be aware that in line with the practice of the GDPR we are still entitled to charge reasonable administrative-cost fee if further copies are requested for any data that is ‘manifestly unfounded or excessive’. In an

instance where your records include paper files, a charge of £80??***** applies.

DISCLAIMER

In keeping in line with the General Medical Council, once a relationship has been established

between consultant an patient from the point of your initial consultation, Dr Heather Mays will

endeavour to meet and provide an exceptional level of psychological care for you. She will ensure

to provide you with the most appropriate treatment plan catered to your needs, this may be

adjusted where she feels necessary to ensure you are receiving the best quality of care possible.

Dr Heather Mays aims to see patients frequently, and will advise you on what she deems

appropriate based on your individual needs. Regular reviews may be advised in order to promote

the consistency and progression of your treatment, however we do respect that this is dependent

on your individual circumstances.

Please be aware that if you have not attended or communicated with Dr Heather Mays or her

secretary(s), it will be assumed that you have self-discharged from our services. Although we are

unable to delete any clinical records, patients that have not been seen for over six months will be

archived. Should you wish to resume treatment at any time, we are still able to obtain and have

access to your files, such as your treatment notes and your medical history throughout the time

you have had treatment with us.

Please be aware that Dr Heather Mays reserves the right to change and increase her consultation

fee at any time, without any given notice. Should there be an increase in her fee and you have not

attended a consultation for over six months from the date of your last appointment, the new

consultation fee will be applicable to you and any old rates will be overwritten. Your next

appointment and any follow up appointments will from then on be charged in accordance to the

new consultation fee.

OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU  

Please be aware that we cannot accept responsibility for loss or damage to any personal

belongings you have brought with you to the Orchard Clinic.

We recommend that you do not bring any valuables with you and any loss or damage to this will be

at your own risk.

Under the guidance of the Care Quality Commission and Health and Safety at work etc Act 1974

we ensure that we are compliant with their fundamental standards. We take all the appropriate

measurements in protecting our patients and ensure our premisses are safe and secure at all

times. The Orchard clinic undergoes a number of risk assessments, which are updated when due

to ensure the safety of our building in varying situations. Under the Health and Safety (First-Aid)

Regulations 1981 we have installed the adequate and appropriate equipment, as well providing

sufficiently trained and competent first-aiders in the event of an accident and emergency.

If you have experienced any damaged caused to you inside the premises of the clinic or at fault of

a members of staff, please report this to us and we will ensure to undergo a full and thorough

investigation. In line with our companies complaints procedure, all investigations will be

acknowledge within two days and responded to within 28 days of being made. We do try in every

instance to meet this 28 day time frame, however if for any reason there is a delay with this

process, we will ensure to notify you of this and keep you updated with the progress of the

investigation. Please note that we are not liable to accept any blame or responsibility for damage

or injury caused outside the premises of the Orchard Clinic.****

CONTACT

Orchard Clinic

89 St Margarets RoadTwickenhamTW1 2LJ  

 

These terms and conditions were adopted by Sophie Jane Miller as of 1 May 2018. They were last reviewed on 1 May 2018.