Cognition Care Ltd is a CQC-registered independent healthcare provider in England, 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 national clinical guidance from the National Institute for Health and Care Excellence (NICE).

All care is delivered by appropriately qualified and registered clinicians, regulated by their relevant professional bodies (such as the GMC, NMC, or GPhC), 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 appropriately qualified and professionally regulated clinicians. All of our clinicians are registered with the relevant UK regulatory 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
• Professional references and employment history checks

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 within their professional scope of practice and relevant prescribing regulations.

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 consultation, although face-to-face consultations may be arranged where clinically appropriate.

Appointments are scheduled for a specific duration. To help things run smoothly:

• Please join on time – if you arrive late, the appointment may need to be shortened or rescheduled.
• Make sure you are in a private, quiet space (not driving or in a public place).
• Check your device and internet connection before your session.

If technical difficulties prevent the consultation from taking place, we will make reasonable efforts to reconnect or rearrange the appointment.

Your clinician will explain the purpose of the consultation, answer any questions, and obtain your informed consent before proceeding. You are free to stop or withdraw consent at any time.

If you have any accessibility needs or require reasonable 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 appointment fee.

Follow-up Appointments & ADHD Coaching Sessions
• Require a minimum of 48 hours’ notice (excluding weekends and public holidays) for cancellation or rescheduling.
• Cancellations made with less than 48 hours’ notice, or non-attendance, will be charged at the full appointment fee.

Did Not Attend (DNA)
• Failure to attend an appointment without prior notice (Did Not Attend – DNA) will be treated as a late cancellation and charged at the full appointment fee.

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

Late arrival
• If you arrive significantly late for your appointment, the clinician may be unable to complete the full consultation and the appointment may need to be rescheduled. The full appointment fee may still apply.

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.

How to cancel or reschedule
• Notice must be provided through our booking system, by email, or by contacting our administrative team.

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. The fee confirmed at the time of booking will apply to your appointment.

Payment

Full payment is required at the time of booking unless you choose to use an approved finance option offered during booking. Appointments will not normally take place unless payment has been received in advance.

Finance Options

Cognition Care may offer finance options through approved providers such as Humm Finance or Klarna, allowing eligible patients to spread the cost of treatment over several months. Applications are made directly with the finance provider and are subject to their eligibility checks and terms. Cognition Care is not responsible for the terms of any finance agreement entered into with these providers.

Refunds

Refunds are provided in line with our cancellation policy. Appointments cancelled outside the required notice period, or missed appointments (Did Not Attend – DNA), are non-refundable.

Clinical assessments are professional healthcare services and diagnostic outcomes cannot be guaranteed. Refunds are not issued based on dissatisfaction with the outcome of an assessment or because a diagnosis is not made.

Refunds will normally be processed using the original payment method.

Medication Costs

Medication, where prescribed, is supplied by a dispensing pharmacy and charged separately. These costs are not included within Cognition Care appointment fees.

Additional Charges

Additional charges may apply for services outside standard appointments, including but not limited to:

• Prescription re-issues
• Specialist reports or supporting letters
• Follow-up appointments or medication reviews outside standard packages

Any applicable charges will be communicated to you in advance where possible.

Payment Methods

Payment is accepted through our secure online booking system using all major debit and credit cards, approved invoice, or through an approved finance provider offered during booking.

Payments may be processed through trusted third-party providers where applicable.

Disputed Charges

If you believe you have been charged in error, please notify us as soon as possible so we can investigate and resolve the issue. Any concerns about fees or payments may also be raised through our Complaints Policy.

Prescriptions are only issued following a full clinical assessment and at the discretion of the prescribing clinician. Cognition Care prescribes safely in line with National Institute for Health and Care Excellence (NICE) guidance and UK prescribing regulations, and in accordance with standards set by professional regulators including the General Medical Council (GMC), Nursing and Midwifery Council (NMC), and General Pharmaceutical Council (GPhC).

A diagnosis does not automatically mean medication will be prescribed. Treatment recommendations are based on clinical judgement, safety considerations, and individual patient circumstances.

Dispensing and Delivery

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

Medication Costs

Medication costs are paid directly to the dispensing pharmacy and are separate from Cognition Care appointment fees. Costs vary depending on the medication prescribed and the dosage required.

Controlled Medications

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

Repeat Prescriptions and Reviews

Repeat or adjusted prescriptions are only issued when clinically appropriate and where patients remain stable, comply with monitoring requirements, and attend required follow-up reviews. Prescribers may pause or discontinue medication where safety monitoring requirements are not met.

Shared Care

Where appropriate, prescribing responsibility may be shared with your GP through a formal shared care agreement. Acceptance of shared care arrangements remains entirely at the discretion of your GP practice, and some GP practices may decline to enter shared care agreements with private providers.

Clinical Safety and Governance

Prescribing is carried out only by qualified independent prescribers registered with their relevant professional regulators. All prescribing decisions are made in accordance with UK medicines legislation, clinical governance standards, and patient safety guidance.

If you and your clinician agree to begin ADHD medication, treatment will follow a structured process known as titration. By starting medication treatment with Cognition Care, you agree to comply with the following requirements.

Baseline Health Information

Before medication can be prescribed, patients must provide recent physical health readings, including blood pressure and heart rate, and any other health information requested by the clinician. Medication cannot be initiated without appropriate baseline checks.

Titration Process

ADHD medication is typically started at a low dose and gradually adjusted under clinical supervision. During titration, patients are required to complete monitoring forms and attend scheduled review appointments as advised by their clinician.

Monitoring Requirements

Patients must provide requested physical health readings (such as blood pressure, heart rate, and weight where applicable) and must report any side effects or concerns promptly.

Attendance and Engagement

Failure to provide monitoring information or attend required review appointments may result in prescriptions being paused until the necessary information has been received and reviewed.

Medication Availability

Medication availability may occasionally be affected by national supply issues or pharmacy stock levels. Cognition Care cannot guarantee the availability of specific medications or brands.

Medical Emergencies

If severe or concerning side effects occur (such as chest pain, fainting, or thoughts of self-harm), patients must seek urgent medical assistance through emergency services (111, 999, or A&E) and inform Cognition Care as soon as reasonably possible.

Stabilisation and Ongoing Care

Once a safe and effective dose has been established, treatment will be reviewed. Prescribing may continue with Cognition Care or, where appropriate, may be transferred to a patient’s GP through a shared care agreement.

Shared Care

Shared care agreements are entirely at the discretion of the patient’s GP practice. Cognition Care cannot guarantee that a GP will agree to continue prescribing medication. Where shared care is not accepted, ongoing prescribing and monitoring will remain the responsibility of Cognition Care on a private basis.

Clinical Safety

Cognition Care reserves the right to pause or discontinue prescribing where it is not clinically safe to continue treatment, where monitoring requirements are not met, or where there are concerns regarding patient safety.

Cognition Care is committed to protecting your privacy and maintaining the confidentiality of your personal and medical information. Personal data is processed in accordance with UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and requirements of the Care Quality Commission (CQC).

Secure Systems
Patient information is stored within secure, GDPR-compliant clinical and administrative systems used by Cognition Care, including our electronic patient record system. Access to patient information is restricted to authorised staff who require access to deliver care or support clinical services.

Staff Training and Governance
All staff receive appropriate training in confidentiality, information governance, safeguarding, and data protection responsibilities. Cognition Care maintains policies and procedures to ensure patient information is handled securely and appropriately.

Use of Personal Data
Your personal and medical information is processed for the purposes of providing healthcare services, managing appointments, and administering clinical care. Information will not normally be shared without your consent unless there is a lawful basis to do so, such as where disclosure is required by law, necessary for safeguarding purposes, or where there is a serious risk of harm to you or others.

Information Sharing
With your consent, relevant information may be shared with other healthcare professionals involved in your care, such as your GP, pharmacy, or other specialists. For ADHD shared-care prescribing, it remains the responsibility of your GP practice to decide whether to accept shared care arrangements.

Patient Rights
Under UK data protection law, you have the right to request access to your personal information (known as a Subject Access Request), request correction of inaccurate information, and raise concerns about how your personal data is processed.

Cognition Care is registered with the Information Commissioner's Office (ICO). Our ICO Registration Number is ZB862099.

For further information about how we collect, use, and protect personal data, please refer to our Privacy Policy and Safeguarding Policy.

Cognition Care has a duty of care to protect children, young people, and adults who may be at risk of abuse, neglect, or harm. We operate in accordance with relevant UK safeguarding legislation, statutory guidance, and the requirements of the Care Quality Commission (CQC).

Our Responsibility

If we believe that you, your child, or another person may be at risk of harm, abuse, or neglect, we may share relevant information with appropriate professionals or statutory authorities. This may include your GP, local authority safeguarding teams, or other healthcare providers involved in your care.

Where appropriate, we will normally seek to discuss this with you first. However, information may be shared without consent where this is necessary to protect a person from harm or where there is a legal safeguarding obligation.

Decisions regarding safeguarding concerns are made using professional clinical judgement and in accordance with relevant safeguarding legislation and statutory guidance.

Safeguarding Lead

Cognition Care has a designated Safeguarding Lead responsible for overseeing safeguarding processes and responding to safeguarding concerns. Our Safeguarding Lead is Dr Ramenjeet Sharma.

Staff Recruitment and Training

All clinicians and staff are subject to appropriate safer recruitment procedures, including enhanced DBS checks where required. Staff receive safeguarding training relevant to their professional role and undertake regular refresher training to maintain safeguarding awareness and competence.

Raising Safeguarding Concerns

Patients, families, and staff can raise safeguarding concerns through Cognition Care’s complaints or whistleblowing processes. Where safeguarding concerns are identified, they will be reviewed promptly and escalated to the appropriate safeguarding authority where required.

Patient Rights

You have the right to raise safeguarding concerns directly with your local authority safeguarding team or with the Care Quality Commission (CQC).

Further information about our safeguarding approach is available in our Safeguarding Statement on our website.

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

Patients may request the presence of a chaperone during any consultation, whether conducted remotely or in person.

A chaperone may be:

• a member of the Cognition Care clinical team; or
• a companion of the patient’s choosing, such as a parent, guardian, or support person.

Where consultations involve physical examinations or discussions of a sensitive or intimate nature, Cognition Care will offer a chaperone where appropriate.

Patients who wish to have a chaperone present are encouraged to notify the clinic in advance where possible, or inform the clinician at the start of the appointment.

For patients under the age of 18, a parent, legal guardian, or responsible adult must normally be present during the consultation in accordance with safeguarding requirements.

Clinicians may request or require the presence of a chaperone where they consider this necessary to protect the dignity, safety, or wellbeing of the patient or clinician, or where safeguarding considerations apply.

If a patient declines a chaperone where one is recommended by the clinician, the clinician may decide that it is not appropriate to proceed with the consultation.

Cognition Care will only provide clinical assessment, treatment, or prescribing where valid consent has been obtained from the patient or, where applicable, a parent or legal guardian. Consent must be informed, voluntary, and given by an individual with the legal capacity to make the decision.

Informed Consent

Prior to providing care, clinicians will explain the nature and purpose of the proposed assessment, treatment, or intervention and any material risks, benefits, or alternatives considered clinically relevant. By proceeding with a consultation or treatment, you confirm that you understand the information provided and consent to the care being delivered.

Voluntary Consent

Consent must be given freely and may be withdrawn at any time. If consent is withdrawn, Cognition Care may be unable to continue providing the relevant treatment or service.

Capacity

Adults are presumed to have capacity to make decisions about their healthcare unless assessed otherwise in accordance with the Mental Capacity Act 2005. Where a patient is assessed as lacking capacity, decisions will be made in accordance with the statutory principles of the Act and in the patient’s best interests.

Children and Young People

For patients under the age of 18, consent will normally be obtained from a parent or legal guardian. Where appropriate, clinicians may assess Gillick competence to determine whether a young person under the age of 16 has sufficient understanding and intelligence to provide their own consent to treatment.

Safeguarding

Where concerns arise regarding a patient’s safety or wellbeing, Cognition Care may act in accordance with its safeguarding duties and applicable law. This may include sharing relevant information with appropriate healthcare professionals or statutory authorities where necessary to protect a person from harm.

Provider Discretion

Cognition Care reserves the right to decline or discontinue treatment where valid consent cannot be obtained or where the clinician considers that it is not clinically appropriate to proceed.

Cognition Care is committed to ensuring that its services are accessible and will take reasonable steps to support patients with disabilities, neurodivergence, or other additional needs in accordance with the Equality Act 2010.

Patients who require adjustments to support access to services should inform the clinic in advance wherever possible so that appropriate arrangements can be considered.

Cognition Care will make reasonable efforts to provide appropriate adjustments to support access to care where this is practical and proportionate, taking into account clinical suitability, patient safety, and the nature of the services provided.

Where a particular adjustment cannot reasonably be provided, Cognition Care will discuss alternative arrangements or, where appropriate, support onward referral.

Patients are responsible for notifying the clinic of any accessibility or support needs relevant to their care.

Cognition Care may share relevant medical or personal information with other healthcare professionals involved in your care where this is necessary for the provision of safe and effective treatment.

Information will normally only be shared with your consent. However, information may be shared without consent where this is required by law, where there is a safeguarding concern, or where it is necessary to protect the health, safety, or wellbeing of the patient or others.

Where information is shared, Cognition Care will ensure that it is disclosed only to appropriate recipients and limited to the minimum necessary for the purpose of care.

Patients may withdraw or amend consent for information sharing at any time by notifying the clinic in writing. Withdrawal of consent may affect the clinic’s ability to coordinate care with other healthcare providers.

All handling and sharing of personal data is carried out in accordance with UK General Data Protection Regulation, the Data Protection Act 2018, and applicable healthcare confidentiality standards.

Patients may contact Cognition Care using the following details:

Email: support@cognitioncare.uk
Telephone: 020 3818 8008
Website contact form: www.cognitioncare.uk/contact

Administrative enquiries are handled during normal business hours, Monday to Friday, 9am–5pm (excluding bank holidays).

Non-Emergency Service

Cognition Care does not provide emergency or crisis services. If you or another person is at immediate risk of harm, you should contact the emergency services by calling 999 or attend your nearest Accident and Emergency department.

For urgent mental health support outside our service hours, patients should contact their GP, local NHS crisis team, or NHS 111.

Communication and Data Security

Patients should avoid sending sensitive medical or personal information through general email or website contact forms. These communication channels may not be suitable for confidential clinical discussions.

Clinical matters relating to patient care will normally be managed through secure systems used by Cognition Care as part of the clinical service.

Cognition Care is committed to providing safe, high-quality care and welcomes feedback from people who use our services. If you are dissatisfied with any aspect of the care or service provided, you may raise a concern or complaint with the clinic.

Raising a Concern

Many concerns can be resolved quickly by speaking with a member of the administrative team or the clinician involved in your care. Where possible, we aim to address concerns promptly and informally.

Making a Formal Complaint

If you wish to make a formal complaint, this should be submitted in writing to support@cognitioncare.ukand should include sufficient detail to allow the matter to be investigated.

Where a complaint is made by someone other than the person receiving care, Cognition Care may request appropriate consent from the patient before sharing confidential information.

Complaint Handling

All formal complaints will be managed in accordance with Cognition Care’s Complaints Policy.

We will acknowledge receipt of a formal complaint within three working days. A full written response will normally be provided within 28 calendar days of acknowledgement. If additional time is required due to the complexity of the investigation, we will inform you and provide an updated timeframe.

Complaints will be investigated fairly and, where possible, by an appropriate manager or senior member of staff who has not been directly involved in the matter being reviewed.

Fair Treatment

Raising a concern or complaint will not adversely affect the care you receive. Complaints will be handled confidentially, respectfully, and in accordance with our professional and regulatory obligations.

Escalation

If you remain dissatisfied following our response, you may raise concerns about the safety or quality of care with the Care Quality Commission, which regulates health and social care services in England.

The Care Quality Commission does not investigate individual complaints, but the information you provide may be used as part of its regulatory monitoring of healthcare providers.

Concerns relating to the handling of personal data or confidentiality may be raised with the Information Commissioner’s Office.

Timeframe for Raising Complaints

Complaints should normally be raised as soon as reasonably possible after the event concerned so that the matter can be investigated effectively. While Cognition Care will make every reasonable effort to review concerns raised at a later stage, the clinic may be limited in its ability to investigate complaints where significant time has passed or relevant information is no longer available.

Full details of the complaints process are set out in the Complaints, Comments and Compliments Policy, which is available on request.

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

These Terms and Conditions form a legally binding agreement between you and Cognition Care and govern the provision of services delivered by the clinic.

Cognition Care takes reasonable steps to ensure that the information provided through our website, communications, and patient materials is accurate and up to date. However, clinical information and healthcare guidance may change over time, and information provided by the clinic should not replace individual clinical advice given during consultation with a qualified clinician.

Cognition Care may update these Terms and Conditions from time to time to reflect changes in service delivery, clinical practice, or regulatory requirements. The most current version will always be published on the Cognition Care website. Continued use of our services following any updates constitutes acceptance of the revised terms.

These Terms are reviewed regularly as part of Cognition Care’s governance and quality assurance processes.

If you have any questions about these Terms and Conditions, please contact support@cognitioncare.uk before your appointment.

Clinical Records

Cognition Care Ltd maintains secure clinical and administrative records in order to provide safe, effective, and well-governed care. These records may include clinical assessments, correspondence, prescriptions, safeguarding information, appointment records, and other information relevant to the provision of healthcare services.

All records are stored and managed in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and relevant healthcare record-keeping guidance, including the NHS Records Management Code of Practice. Cognition Care uses secure digital clinical systems with appropriate access controls, encryption, and audit logging to ensure the confidentiality, integrity, and availability of patient information.

Record Retention

Clinical records are retained for legally required periods in accordance with Cognition Care’s Records Retention and Archiving Policy. In most cases, adult clinical records are retained for a minimum of eight years after the last clinical entry. Records relating to children may be retained until the individual reaches the age of twenty-five, or longer where legally required.

Certain clinical records, including diagnostic reports, prescribing records, and safeguarding documentation, may be retained for extended periods where necessary to support safe care, legal obligations, or regulatory oversight.

Service Closure, Transfer or Restructuring

If Cognition Care Ltd ceases to provide services, undergoes restructuring, merges with another healthcare provider, or transfers ownership of the service, patient records will continue to be protected and managed in accordance with applicable law.

Where appropriate, records may be securely archived or transferred to an appropriate regulated healthcare provider or authorised data controller responsible for maintaining lawful access to those records.

Protection of Patient Information

Any transfer or archiving of records will occur only in accordance with applicable data protection legislation and professional obligations relating to the confidentiality of patient information. Cognition Care will take reasonable steps to ensure that records remain protected and accessible for legitimate healthcare, legal, or regulatory purposes.

No Guarantee of Outcomes

While Cognition Care Ltd is committed to providing high-quality, evidence-based care, we cannot guarantee specific outcomes from assessments, treatments, or interventions. Clinical assessments represent professional opinions based on the information available at the time of assessment and may be subject to revision if new information becomes available.

Third-Party Decisions

Cognition Care Ltd is not responsible for decisions made by third parties, including employers, educational institutions, insurers, government agencies, or other organisations that may rely on or consider information provided in clinical reports, letters, or correspondence.

Indirect or Consequential Loss

Cognition Care Ltd shall not be liable for any indirect or consequential losses arising from the use of our services. This includes, but is not limited to, outcomes relating to employment, education, financial circumstances, insurance decisions, or personal relationships.

Financial Liability

To the extent permitted by law, liability for non-clinical matters arising from the provision of services is limited to the total fees paid directly to Cognition Care Ltd for the relevant service.

Legal Exceptions

Nothing in these Terms excludes or limits 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.

Cognition Care Ltd may update these Terms and Conditions from time to time to reflect changes in legislation, regulatory guidance, clinical practice, or the services we provide.

Any updated version will be published on the Cognition Care website and will take effect from the date of publication. Patients are encouraged to review the Terms periodically to ensure they are familiar with the current version.

Where material changes affect existing appointments or services already booked, Cognition Care will take reasonable steps to notify affected patients

These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising in connection with these Terms, the services provided by Cognition Care Ltd, or the use of this website shall be subject to the exclusive jurisdiction of the courts of England and Wales.