Patient charter

Understand before deciding

• A clear explanation of the available service, its fee and what the package includes.
• An opportunity to ask about the assessor, their qualifications and the assessment process.
• A discussion of suitability and current limitations before proceeding.
• Information on booking and cancellation arrangements before payment.

Respect and participation

You should be listened to respectfully and given space to describe concerns, strengths and preferences. Tell us about communication or accessibility needs before booking so that we can discuss appropriate adjustments.

Children and young people should be involved in a way that is appropriate to their age and understanding, alongside the relevant parent or carer arrangements.

Prepare for your online appointment

Choose a private, quiet space and check your internet connection, camera and microphone. Confirm who needs to attend and which information the team needs in advance. Ask for a secure route for questionnaires or records.

For a child or young person, ask how they and their parent or carer will participate. Tell the team about communication needs, adjustments or difficulties with online access before the appointment.

Clarity about the outcome

Payment is for professional assessment, not a guaranteed diagnosis. You should receive an explanation of the conclusion and the agreed written report. Other services make their own decisions about accepting reports, prescribing and ongoing care.

A voice in improving the service

You can raise a question, compliment or concern about your experience. If something has gone wrong, tell us what happened and what response would help.

Booking, changes and your rights

Please read the assessment terms before paying. They explain fees, changes to appointments, cancellation and the report. If circumstances change, contact the team promptly.