Cognition Care Ltd is a CQC-registered independent healthcare provider (regulated under the Health and Social Care Act 2008). We specialise in mental health and neurodiversity services, including ADHD and autism assessments, medication management, and ongoing support for both adults and children.

Our purpose is to provide safe, effective, and compassionate care in line with the fundamental standards set by the Care Quality Commission (CQC) and best practice guidance from NICE.

All care is delivered by appropriately qualified and registered clinicians, supported by a governance framework that ensures:

• Patient safety and safeguarding are always prioritised

• Services are tailored to individual needs and reasonable adjustments are offered

• Treatment is evidence-based and clinically justified

• Confidentiality and data protection are maintained in accordance with GDPR and the ICO

Cognition Care is committed to treating all patients with dignity, respect, and fairness, and to creating a supportive environment for individuals and families navigating neurodiversity and mental health.

At Cognition Care, your care is provided by highly qualified, regulated professionals. All of our clinicians are registered with the relevant UK bodies (such as the GMC, NMC, HCPC, or GPhC) and bring specialist experience in mental health and neurodiversity.

Before joining our team, every clinician goes through a thorough recruitment process, including:

• Professional registration and right-to-practise checks

• Enhanced DBS safeguarding checks

• Verified references and background vetting

To make sure our standards remain high, we ensure that all clinicians:

• Work in line with NICE guidelines and best clinical practice

• Complete regular training and professional development

• Maintain appropriate indemnity insurance

• Follow Cognition Care’s safeguarding policies to protect children and vulnerable adults

Our team also includes qualified independent prescribers (doctors, nurse prescribers, and pharmacists), who are authorised to prescribe safely within their scope of practice.

This means that every patient can feel confident their care is being delivered by safe, experienced, and well-supported clinicians.

Most of our appointments take place remotely (via secure video link), although face-to-face consultations may be arranged if clinically needed.

To help things run smoothly:

• Please join on time – if you are late, we may need to rearrange.

• Make sure you’re in a private, quiet space (not driving or in public).

• Check your device and internet connection before your session.

Your clinician will explain the purpose of the consultation and answer any questions. You are free to stop or withdraw consent at any time.

If you have any accessibility needs or require adjustments, please let us know when booking so we can support you.

We understand that sometimes plans need to change. To keep appointments fair and accessible for all patients, we apply the following cancellation and rescheduling policy:

• Assessment Appointments (ADHD, Autism, General Psychiatry Assessments)

  • Require a minimum of 7 days’ notice for cancellation or rescheduling.

  • Cancellations made with less than 7 days’ notice, or non-attendance, will be charged at the full fee.

• Follow-up Appointments & ADHD Coaching Sessions

  • Require a minimum of 48 hours’ notice for cancellation or rescheduling.

  • Cancellations made with less than 48 hours’ notice, or non-attendance, will be charged at the full fee.

• Did Not Attend (DNA)

  • Failure to attend an appointment without prior notice will be treated as a late cancellation and charged at the full fee.

• Rescheduling within the notice period

  • Where adequate notice is given, we will reschedule your appointment at no additional cost.

• Finance Bookings (Humm)

  • If your appointment was paid for using Humm finance, your monthly repayments will continue as agreed.

  • Any refund due (in line with this policy) will be processed directly through Humm.

Why this policy exists
Late cancellations and missed appointments mean another patient misses out on care. This policy ensures fairness, helps us manage waiting times, and allows our clinicians to use their time effectively to support as many patients as possible.

Our fees are published clearly on our website and confirmed at the time of booking.

• Payment – Full payment is required at the time of booking, unless you choose to use our approved finance partner, Humm.

• Finance (Humm) – If you pay by finance, your agreement is directly with Humm and subject to their approval. Any refunds due will be processed through Humm.

• Refunds –

  • If Cognition Care cancels your appointment, you will receive a full refund.

  • If you cancel within the notice period (7 days for assessments, 48 hours for follow-ups), a full refund will be issued.

  • Cancellations outside of the notice period, or “Did Not Attend” appointments, are non-refundable.

• Rescheduling – Where adequate notice is given, we can reschedule your appointment at no extra cost.

If you ever have concerns about fees or payments, you can raise them through our Complaints Policy, and we will always review them fairly.

By booking with Cognition Care, you agree to the following financial terms:

• Fees: All fees are clearly stated on our website or in your service agreement. Payment must be made in advance unless agreed otherwise.

• Cancellations:

  • Assessment Appointments (ADHD, Autism, General Psychiatry): require at least 7 days’ notice to cancel or reschedule.

  • Follow-up Appointments and ADHD Coaching Sessions: require at least 48 hours’ notice to cancel or reschedule.

  • Cancellations made with less notice, or non-attendance, will be charged at the full fee and are non-refundable.

• Refunds: Refunds for cancellations made within the required notice period will be issued via the original payment method. Any refunds processed outside Semble (e.g. via Stripe) will be recorded in your patient record for audit purposes.

• Additional charges may apply for:

  • Prescription re-issues

  • Specialist reports or letters

  • Follow-up appointments or medication reviews outside standard packages

• Insurance and funding: Cognition Care does not currently accept private health insurance or NHS funding.

• Payment methods: Payment is accepted via our secure online booking system, approved invoice, or finance agreement through Humm.

• Finance option: Cognition Care has partnered with Humm Finance to allow eligible patients to spread the cost of treatment over 3, 6, 9, or 12 months at 0% APR. Applications are made directly with Humm and are subject to their eligibility checks and terms. Cognition Care is not responsible for the terms of any finance agreement entered into with Humm.

• Disputed charges: If you believe you have been charged in error, you must notify us as soon as possible so we can investigate and resolve the issue.

Prescriptions are only issued following a full clinical assessment and at the discretion of the prescribing clinician. Cognition Care prescribes safely, in line with NICE guidance, and under a structured governance framework.

• Dispensing & Delivery – All prescriptions are issued electronically via SignatureRx and dispensed by our partner Signature Pharmacy, with direct home delivery by tracked courier. Local pharmacy collection is not available.

• Payment – You pay Signature Pharmacy directly for medication costs. These are separate from your appointment fees and typically range from £50–£130 for a 28–30 day supply, depending on the medication.

• Controlled Drugs – ADHD and other controlled medications (Schedules 2 & 3) will only be prescribed when baseline checks (such as blood pressure and heart rate) are up to date. Prescribers follow strict UK legal requirements and maintain a full audit trail.

• Repeat Prescriptions & Reviews – Repeat or adjusted prescriptions are only issued if you remain stable, compliant with monitoring, and have attended required reviews.

• Shared Care – Where appropriate, prescribing responsibility may be formally shared with your GP through a documented shared care arrangement.

• Safety & Governance – Prescribing is carried out only by qualified doctors, nurse prescribers, or pharmacists registered with the GMC, NMC, or GPhC. All prescribing is governed by Cognition Care’s Medicines Management Policy, Prescribing SOP, and Pharmacy & SignatureRx SOP, and is subject to regular audit and MHRA safety alerts.

If you and your clinician agree to start ADHD medication, this will follow a structured process known as titration. By booking with Cognition Care, you agree to the following:

• Baseline checks – Before medication is prescribed, you must provide recent blood pressure and heart rate readings, and any other health information requested by your clinician. Without this, medication cannot be started.

• Titration process – Medication is started at a low dose and adjusted gradually. You will be asked to complete regular check-in forms and attend scheduled review appointments.

• Monitoring – You must record and share physical health readings (blood pressure, heart rate, weight, etc.) and report any side effects promptly.

• Attendance – If you miss required monitoring or reviews, your prescription may be paused until this is complete.

• Emergencies – If you experience severe side effects (such as chest pain, fainting, or thoughts of self-harm), you must seek urgent medical help (111 or A&E) and notify Cognition Care as soon as possible.

• Stabilisation – Once the most effective and safe dose is reached, your treatment will be reviewed. At this stage, your prescribing may either continue with Cognition Care or be transferred to your GP.

• Shared care disclaimer – Please note that shared care arrangements are at the sole discretion of your GP. Cognition Care cannot guarantee that your GP will agree to continue prescribing. If your GP declines, ongoing prescribing and reviews will need to remain with Cognition Care on a private basis.

• Limitations – Cognition Care reserves the right to stop prescribing if it is not clinically safe to continue, or if monitoring requirements are not followed.

Cognition Care is committed to protecting your privacy and confidentiality in line with the UK GDPR, the Data Protection Act 2018, and Care Quality Commission requirements.

• Secure Systems: Your information is stored securely on Semble, our GDPR-compliant clinical system, and is only accessed by authorised staff involved in your care.

• Staff Training: All staff receive regular training on confidentiality, data protection, and safeguarding responsibilities.

• Use of Data: We will never share your personal data without your explicit consent unless there is a legal requirement, a serious risk of harm, or a safeguarding concern.

• Information Sharing: Where you consent, information may be shared with your GP or other healthcare providers involved in your care. For ADHD shared-care prescribing, it is your GP’s decision whether or not to accept shared care, and this is outside of Cognition Care’s control.

• Patient Rights: You have the right to request access to your records, request corrections, or raise concerns about how your data is handled.

Our ICO Registration Number is ZB862099.

For full details, please see our Privacy Policy and Safeguarding Policy.

Cognition Care has a duty of care to protect children, young people, and adults at risk. We follow national safeguarding legislation, statutory guidance, and Care Quality Commission (CQC) requirements.

• Our responsibility – If we believe you, your child, or someone else is at risk of harm, abuse, or neglect, we may need to share information with your GP, social services, or other safeguarding authorities. We will normally discuss this with you first unless doing so would increase the risk of harm.

• Safeguarding Lead – Our Safeguarding Lead is Dr Ramenjeet Sharma, who oversees safeguarding concerns and ensures compliance with the law and our policies.

• Staff checks and training – All clinicians and staff are subject to enhanced DBS checks and safe recruitment procedures. Every member of staff receives regular safeguarding training appropriate to their role, with mandatory refreshers.

• Whistleblowing and escalation – Staff and patients can raise concerns safely through our whistleblowing and complaints procedures. Where necessary, safeguarding concerns will be escalated to external authorities without delay.

• Patient rights – You have the right to raise safeguarding concerns directly with your local authority safeguarding team or the CQC at any time.

Our full Safeguarding Policy is available on our website.

Cognition Care is committed to ensuring that all patients feel safe, respected, and supported during their care.

• You are welcome to request a chaperone at any stage of your care, whether online or in-person.

• A chaperone may be:
  • A clinical member of the Cognition Care team, or
  • A trusted companion of your choice (such as a parent, guardian, or support person).

• Cognition Care will always offer a chaperone for appointments that involve:
  • Physical assessments, or
  • Discussions of a sensitive or intimate nature, particularly with children, young people, or vulnerable adults.

• If you would like a chaperone present, please inform us in advance or let your clinician know at the start of your appointment.

• Where a patient is under 18, a responsible adult must be present throughout the appointment, in line with safeguarding requirements.

• Clinicians also reserve the right to request or insist on a chaperone if they feel it is necessary to protect the safety, dignity, or wellbeing of the patient, or for professional safeguarding reasons.

This policy aligns with Cognition Care’s Safeguarding Children Policy, Safeguarding Adults Policy, and our Governance and Quality Assurance frameworks.

Cognition Care will only provide care or treatment where you (or your parent/guardian if under 18) have given valid consent. Consent must be informed, voluntary, and given by someone with capacity to decide.

• Informed consent – Before any assessment, treatment, or prescription, your clinician will explain what is involved, the benefits, risks, and alternatives. You will have the opportunity to ask questions before making a decision.

• Voluntary consent – Consent is given freely. You may withdraw your consent at any time, and this will not affect your right to care.

• Capacity – Adults are presumed to have capacity unless proven otherwise, in line with the Mental Capacity Act 2005. Where a patient is assessed as lacking capacity, Cognition Care will follow the MCA 2005. This may involve pausing treatment unless a legally authorised decision-maker (such as a Health & Welfare Attorney or court-appointed deputy) is in place. Any decisions made will always prioritise the patient’s best interests.

• Children and young people – For patients under 18, parental consent is usually required. However, clinicians may assess Gillick competence (the ability to understand and make decisions) for young people under 16.

• Safeguarding – If concerns about safety or wellbeing arise, we may act in your best interests even if consent is withheld, in line with our safeguarding duties.

• Remote consultations – Where care is delivered online or by video, clinicians will ensure that capacity, consent, and safeguarding are properly assessed in line with our Remote Consultation Policy.

• Training and governance – All clinicians receive training on consent, capacity, and safeguarding. Compliance is monitored through our governance and quality assurance systems.

Full details are set out in our Consent to Care Policy, available on request.

Cognition Care will take reasonable steps to make our services accessible to all clients, including those who are neurodivergent, disabled, or have additional needs.

• If you require any adjustments to support your access — for example, extended appointment times, communication aids, or assistance completing forms — you must inform us in advance.

• We will make every reasonable effort to meet your needs, in line with the Equality Act 2010 and our Equality, Diversity & Inclusion commitments.

• Where we are unable to provide a particular adjustment, we will discuss suitable alternatives or onward referral with you.

• By using our services, you agree to let us know promptly of any accessibility needs so that we can plan your care appropriately.

Cognition Care will only share your personal or medical information with other healthcare professionals where this is necessary for your care and in line with your wishes.

• We will only share information with your written consent, except where there is a safeguarding concern or we are legally required to do so.

• Before your appointment, you will be asked to complete a Record Sharing Consent Form to indicate your preferences.

• You may withdraw or amend your consent at any time by notifying us in writing.

• Any information that is shared will be transferred securely and only to the minimum extent necessary.

• Where information must be shared without consent, this will always be done in line with the law, our Safeguarding Policies, and GDPR requirements.

You can contact Cognition Care in the following ways:

• Email: admin@cognitioncare.uk

• Phone: 020 3818 8008

• Website contact form: www.cognitioncare.uk/contact

Our admin team is available Monday to Friday, 9am–5pm (excluding bank holidays). We aim to respond to all queries within 2 working days.

Important – Not an emergency service
Cognition Care is not able to provide crisis or emergency care. If you or someone else is at immediate risk of harm, please call 999 or go to your nearest A&E department.

For urgent mental health support outside our service hours, please contact your GP, your local NHS crisis team, or NHS 111 (option 2).

Data security
Please do not include sensitive medical or personal information in emails or web contact forms, as these are not secure for clinical discussions. Clinical matters will only be managed through secure systems as part of your care.

We are committed to providing safe, high-quality care and welcome feedback to help us improve. If you are unhappy with any part of your experience at Cognition Care, please let us know.

How to make a complaint

• You can raise concerns informally with our admin team or your clinician during or after your appointment. We aim to resolve issues quickly wherever possible.

• If you wish to make a formal complaint, please email us at admin@cognitioncare.uk with the details. We can help you if you need support putting your complaint in writing.

Our response

• We will acknowledge your complaint within 3 working days.

• We aim to respond within 20 working days, but in line with our Complaints Policy, all complaints will receive a full written response within 28 calendar days.

• If more time is required (for example, due to complexity), we will update you regularly.

Your care will not be affected
Raising a concern or complaint will never affect the care you receive. We handle all complaints fairly, respectfully, and in line with our duty of candour.

Escalation
If you remain unhappy after receiving our response, you may escalate your complaint to an external body:

• Care Quality Commission (CQC) – concerns about safety, quality, or regulation: www.cqc.org.uk

• Information Commissioner’s Office (ICO) – for data protection or confidentiality issues: www.ico.org.uk

Our full Complaints, Comments and Compliments Policy is available on request.

By booking and attending an appointment with Cognition Care, you confirm that you have read, understood, and agreed to these Patient Terms and Conditions.

These Terms and Conditions form a legally binding agreement between you and Cognition Care. They are designed to ensure clarity, fairness, and compliance with healthcare regulations.

Cognition Care may update these Terms periodically to reflect changes in service delivery, clinical guidance, or regulatory requirements. The most current version will always be available on our website, and continued use of our services constitutes acceptance of any updated terms.

These Terms are reviewed regularly as part of Cognition Care’s Governance and Quality Assurance framework.

If you have any questions about these terms or need clarification, please contact us at admin@cognitioncare.uk before your appointment.

Cognition Care maintains robust systems to ensure continuity of patient care and the safe management of records.

• In the unlikely event of a merger, acquisition, or business transfer, your medical records will only be transferred where legally permitted and in line with GDPR and CQC regulations.

• You will be notified in advance of any such transfer, and your rights regarding your personal data will remain fully protected.

• If Cognition Care ceases trading, we will ensure that records are securely archived or transferred to an appropriate regulated provider, in compliance with our Governance Policy and data protection law.

While Cognition Care is committed to providing high-quality, evidence-based care, we cannot guarantee specific outcomes from assessments, treatments, or interventions.

• Cognition Care is not liable for any indirect or consequential losses, such as employment, educational, financial, or relationship outcomes, that may arise from the use of our services.

• Our liability is limited to the cost of the services you have paid for directly to Cognition Care.

• Nothing in these Terms excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.