Terms and Conditions

Welcome to PSYMA.  PSYMA is a service that provides you the opportunity to book a consultation with an independent practitioner listed on our Mobile App.  There is a CV in respect of each independent practitioner which sets out their qualifications and experience.  It is important that your needs are matched with the appropriate practitioner and therefore an initial consultation will be free up to the first 25 minutes.

All sessions are paid for through PSYMA.  Your relationship will be directly with your practitioner who will be solely responsible for the services that they provide to you.

The service provided by PSYMA is not designed to manage crisis situations.  It remains your responsibility at all times to seek further help from your GP or other support services in a crisis or emergency situation.

Appointments and Reservations

Payment for your sessions will be taken at the time of your booking. Please therefore have your payment details to hand.

Refunds/Cancellations

If any appointment is cancelled
within 24 hours of your session, we will refund the full amount paid.  However, if any payment is cancelled with less than 24 hours’ notice the full fee for the session will remain payable and no refund will therefore be made. Similarly if you fail to show up for any scheduled sessions you will remain liable for the full fee of the session. In exceptional circumstances a practitioner may have to cancel your appointment and if this occurs you will receive a full refund for that session.  Please note that if you attend any session under the influence of drugs or alcohol or become abusive, insulting, disruptive or act in an unreasonable manner during the session the practitioner will be entitled to terminate the session and you will remain liable for the payment of the session.

Timing of Sessions

Sessions will last for either 25 or 50 minutes.  Each practitioner will make confidential notes after your session which, if requested, they can share with you.  If for any reason you have not entered the virtual waiting room within 15 minutes in respect of a 25 minute session or within 30 minutes in respect of a 50 minute session from the start of your scheduled appointment, the session will automatically end and will be deemed as a missed session and you will remain liable for payment of the session.

Fees

The fee for a psychology session is £50 for 25 minutes and £100 for 50 minutes. The fee for a psychiatry session is £75 for 25 minutes and £150 for 50
minutes.  Your first 25 minute session with a practitioner is free of charge, subject to below, as this session will solely be used for the purpose of obtaining your details in order to ascertain the level or extent of treatment that you may need. Any time spent in excess of 25 minutes will be chargeable at the rates stated.

Practitioners

The practitioners listed on PSYMA’s Mobile App are all regulated by their respective regulatory bodies and their full details and qualifications are set out in their accompanying CVs that are listed on our Mobile app.   Practitioners all have to adhere to their Code of Ethics and are required to maintain in force appropriate professional liability insurance.

Complaints

If you have a complaint against any practitioner please notify us in the first instance so that we can raise this with your practitioner.  Each practitioner in any event will advise you of their regulatory body.  For your information the practitioners that are listed on our mobile App will be regulated by one or more of the following bodies:

British Psychological Society (BPS)

Health and Care Professions Council (HCPC)

British Association for Behavioural and Cognitive Psychotherapies (BABCP)

Royal College of Psychiatrists (RC Psych)

Confidentiality

Confidentiality is of the utmost importance.  Your sessions with your practitioners will not appear on your work or medical records. The practitioners
will be responsible for maintaining that any information you provide remains confidential at all times.

During the course of your sessions with your practitioner, the practitioner will obtain information including details concerning your name, date of birth, address, background history and other relevant matters to help progress matters on your behalf.  Your practitioner will be professionally obliged to secure safely all data collated during your sessions.  Where information is used for statistical purposes, no information concerning your identity will be
disclosed.

Practitioners will be registered with ICO and any information gathered on the Mobile App and sessions will be stored in line with ICO Guidance.  PSYMA aims to collect and process minimal data which will normally be limited to your name, date of birth, GP details and brief details of the presenting problem to which your practitioner will have access.

Information gathered on the Mobile App will be kept secure. However security of information by the internet cannot be guaranteed due to security threats that may arise outside our control and you therefore acknowledge that transmission will be at your own risk.  However, we can assure you that once your information has been received we will use strict procedures and security features to try to prevent any unauthorised access.

You can request a copy of notes held by your practitioner by contacting admin on admin@psyma.co.uk.  Such requests should be specific to the exact
information required and we will endeavour to acknowledge such requests within 14 days in writing.  Your request will be passed on to your practitioner. Similarly you can request the permanent deletion on any identifiable data on the mobile App.  Again we will ask for any such request to be specific to the exact information to be required to be deleted and such request will be acknowledged within 14 days in writing.

Your sessions will be carried out through video conferencing.  Although security measures will be put in place PSYMA cannot be held accountable for any inadvertent breaches in security.

Notwithstanding the paramount importance of confidentiality that your practitioner will be obliged to adhere to, there are permitted occasions when confidentiality may be broken by your practitioner:

1. When there is a threat of physical violence or harm to yourself or other persons, or there are issues relating to child protection.

2. Disclosure pursuant to a Court Order or by a regulatory body with requisite powers.

Updated Privacy Notice for Therapy Clients (May 2018)

You may be aware of new laws relating to General Data Protection Regulation (GDPR) that are in effect from 25 May 2018.  The purpose of GDPR is to provide a set of standardised data protection laws across all EU member countries.  The following information sets out how Psyma complies with these laws.

Data Control

Dr Saeema Ghafur is the data controller for Psyma Mental Health Technologies Limited (Psyma)

Associate psychologists and associate counsellors taking on referrals with Psyma will be additional data controllers for the clients they work with directly and may have access to more data than Dr Ghafur due to the confidential nature of their therapy work with a specific client.  In such cases, associates will be the primary data controller for those clients.

What personal data we process

Psyma collects and processes personal data from therapy clients, such as:
• Personal data: basic contact information: name, date of birth, gender, address, email and GP contact details.
• Sensitive personal data: presenting problem information, therapy records (therapist notes, letters, reports and/or outcome measures).
• If you complete a web-based enquiry form, we will also collect any information you provide to us.

When you register with Psyma you will be required to provide information when using the Mobile App including your name, email address, brief details of the presenting problem, GP and emergency contact details and credit card details.

You are not obliged to provide details of your GP or a contact number to Psyma or the practitioner to contact in an emergency. Psyma will not be liable for any harm or loss that may arise in not having such details disclosed.

Psyma does not keep credit card details such as name, credit card number, card expiry date, CVV code and billing address.  We have a specialist organisation, called Stripe, who keeps this information secure.  Note that third-party payment processors may keep this information in accordance with their own privacy policies and terms.

The lawful basis for processing personal data

Psyma has a legitimate interest in using the personal data and sensitive personal data we collect to provide health treatment. It is necessary for us to provide psychological therapy to clients.  

If you are an employee or associate of Psyma we will have a contract with you, which will be our lawful reason to process your data.

No information you provide is passed on without your consent.  We will never sell your information to others.

What we do with your personal information

At Psyma we take your privacy 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, then we may be unable to provide a therapy service to you.

How long we store personal information

We will only store your personal information for as long as it is required.  

The sensitive personal data defined above is stored for a period of 7 years after the end of therapy, in compliance with our professional indemnity obligations. After this time, this data is deleted at the end of each calendar year.  This also applies to how long your therapist can access your information through the Psyma platform.  Occasionally we may store your information longer, for example, if there is an unresolved complaint.

How your personal information is used

We use the information we collect to:
• Provide our services to you.
• Process payment for such services.
• If you have opted in to our email updates we 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 is deleted to prevent future proactive contact from ourselves.
• We work with partners who provide us with analytics.  This helps us understand how users interact with our service and measuring performance of our service.  Cookies and similar technologies may be used to collect this information.
• We will tell your mental health professional the time and date of your appointment.  They will also have access to your user profile that contains your name, date of birth, your presenting problem and GP details.
• We will also use your information to confirm your scheduled appointment and to send you a push notification before the start of your session.  
• We may also use your information to process a refund if necessary.
• Anonymised data may be used for research purposes

Who we might share personal information with

We hold information about each of our clients and the therapy they receive in confidence. This means that we will not normally share your personal information with anyone else. However, in exceptional circumstances, we might need to share personal information with relevant authorities:
• When there is need-to-know information for another health provider, such as your GP.
• When disclosure is in the public interest, to prevent a miscarriage of justice or where there is a legal duty, for example a Court Order.
• When the information concerns risk of harm to the client, or risk of harm to another adult or a child. We will discuss such a proposed disclosure with you unless we believe that to do so could increase the level of risk to you or to someone else.
• We may also need to share your information if you make a complaint against a mental health professional or raise a concern.  In such an event we may have to share your information with third parties such as insurers, professional advisors or regulators.

What we will NOT do with your personal information

We will not share your personal information with third-parties for marketing purposes.

How we ensure the security of personal information

Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.  We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

Personal information is minimised in our mobile app and email communication. If email communication is required sensitive personal data will be sent to clients in an email attachment that is password protected. Psyma will never use open or unsecure Wi-Fi networks to send any personal data.

Personal information is also stored on secure servers. Mobile devices are protected with a passcode/thumbprint scanner, mobile security and antivirus software.

Security and data breaches

The security of your Personal Information is important to us, but remember that no method of transmission over the Internet, or method of electronic storage, is 100% secure. While we strive to use commercially acceptable means to protect your Personal Information, we cannot guarantee its absolute security. Should there be any breach of your personal data, we will inform you within 72 hours of knowing of it. We strive to ensure your personal information is protected at all times.

Your right to access the personal information we hold about you

• You have a right to access the information we hold about you.
• We will usually share this with you within 30 days of receiving a request.
• We may request further evidence from you to check your identity.
• A copy of your personal information will usually be sent to you in a permanent form (that is, a printed copy).
• You have a right to get your personal information corrected if it is inaccurate.
• You can ask us to delete the information that we hold in certain circumstances.  For example, where we no longer need the information, if you would like to deactivate an unused account. You can email such requests to us at info@psyma.co.uk
• You can complain to a regulator. If you think that we haven't complied with data protection laws, you have a right to lodge a complaint with the Information Commissioner’s Office.

Psyma Mental Health Technologies Ltd. reserves the right to refuse a request to delete a client’s personal information where this is therapy records. Therapy records are retained for a period of 7 years in accordance with the guidelines and requirements for record keeping by The British Psychological Society (BPS; 2000) and The Health and Care Professions Council (HCPC; 2017).

Complaints and queries

Psyma tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures. If you do have a complaint, contact the Data Protection Officer who will investigate the matter on your behalf.

If you are not satisfied with the response from Psyma or believe we are not processing your personal data in accordance with the law you have the right to raise your complaint with the Information Commissioner’s Office (ICO)

Updated 25th May 2018

Our Mobile App

We reserve the right to modify or withdraw temporarily or permanently this mobile App or any part thereof with or without notice to you and you confirm that we should not be liable to you or any third party for any modification to or withdrawal of the mobile App.

We also reserve the right to change the conditions from time to time and your continued use of the mobile App (or any part thereof) following such change, shall be deemed to be your acceptance of such change.  It is your responsibility to check regularly to determine whether the conditions have been changed.  If you do not agree to any changes of the conditions, then you must immediately stop using the mobile App.

Video Conferencing

Your sessions will be a “virtual” consultation via our video conferencing mobile App.

Video conferencing is reliant on having appropriate WiFi connection and therefore it is important that you are in a place where there is good WiFi connection, have the latest version of operating system and be in a place where you will be able to have a confidential session without interruption from any third party. We do not accept liability for any loss of WiFi connection that may arise during your session.

Your Obligations

You must be over the age of 18 to be entitled to use our mobile App.  You agree that all information provided by you shall be true, accurate and up to
date.  Failure to do so may result in not obtaining the appropriate advice or assistance from your practitioner.

Limitation and Liability

We make no warranty that our Mobile App will meet your requirements or that your video conference session will be uninterrupted, timely or error-free. If any defects arise, these will be corrected as soon as practicable.

Your practitioner will be solely responsible for providing you with their professional opinion and advice and accordingly we disclaim any liability in relation to any advice or opinion or service provided to you by the practitioner.

We are not liable for your mobile data use.

Severability

If any part of these terms and conditions shall be deemed unlawful or void or for any reason unenforceable, then that provision shall be deemed to be severable from the conditions and shall not affect their validity and enforceability of any of the remaining provisions of these terms and conditions.

Entire Agreement

These terms and conditions stipulate our agreement and relationship with you except for any changes that may be made from time to time whereupon you will be notified of any such change. 

Force Majeure

We shall have no liability or be deemed to be in breach of this agreement for any delays or failures in performance which may result from the circumstances beyond our reasonable control.

Variation

We may vary or update these terms and conditions from time to time.

Law and Jurisdiction

The parties agree that the Laws of England and Wales will govern these terms and conditions.

Contact

The registered company name and address is:

PSYMA Mental Health Technologies Limited
9 The Shrubberies
George Lane
London E18 1BD

Email: admin@psyma.co.uk
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