Terms & Conditions
This website is owned and operated by Richmond Psychology Limited, trading as Orchard Clinic and Orchard Plus at
89 St Margarets Road
Twickenham
TW1 2LJ
Contact us for the full list of directors of Orchard Plus – email: info@orchard-clinic.co.uk or pa@orchard-clinic.co.uk
The Consultant Clinical Psychologist and Clinic Director in charge is:
Dr Heather Mays
BA, MS, MA, PsyD, CPsychol, CSci, AFBPsS
The clinic is owned and operated by the Directors of Richmond Psychology Limited.
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 Plus terms and conditions for using this website.
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 advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action 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.
Viruses
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 your responsibility for configuring your information technology, computer programmes and platform to access this website. You should 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 unauthorised access to this website, the server on which this website is stored 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 cooperate 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.
Orchard Plus
Orchard Plus is a specialist private testing service. It is run by Richmond Psychology Limited who also trade as Orchard Clinic and Orchard Blood. Orchard Plus utilises the services of the following partner laboratories:
TDL Pathology (The Doctor's Laboratory) at 76 Wimpole Street, London WC1H 9AX
Frimley Park Hospital at Portsmouth Road, Camberley GU16 7UJ
London Medical Laboratory at Unit 1, 2 Pensbury Street, London SW8 4TJ
Myogenes at The Kinetic Business centre, Theobald Street, Borehamwood, Hertfordshire WD6 4PJ
Attending your appointment
Patients referred by a medical practitioner or self-referred are encouraged to fully read the test descriptions paying attention to special instructions. For example, certain tests may have requirements such as fasting restrictions, resting requirements or restricted attendance times for the tests. If patients attend their appointment without heeding the advice given, then the patient agrees not to hold either Orchard Plus or our partner laboratories responsible.
Appointments can be booked by contacting Orchard Plus by phone, email or on the contact form on our website. Although we 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 errors with appointments. If it is a fault of our 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.
Test turnaround times
The time it takes to receive a test result varies from test to test. Turnaround times are quoted in working days and exclude weekends and public holidays. The partner labs we utilise do their utmost to get results back to us as quickly as possible.
Age restrictions
The minimum age restriction for blood tests is 14 years of age. Swab tests are available to all ages. The patient will be required to provide their date of birth and, in certain cases, proof of age prior to their appointment.
Identity verification
In certain cases, patients require ID verification before their test. This is often the case for occupational health and emigration assessments. If you require this service, please inform the clinic when making your appointment.
Results
When the results are received from the laboratory, they are sent to us securely via an encrypted email. These results will then be reported to you and/or your consultant or doctor as soon as possible, often within minutes. Every effort will be made to contact the patient via the contact information provided. Two unique patient identifiers will need to be provided by the patient in order for the results to be released.
Results will be formatted in ways set out by our partner laboratories and are provided as a PDF certificate. Laboratories differ slightly in how reports are set out. We cannot alter how the results from laboratories look. If this is an important issue, please let us know prior to the appointment so we can share a sample result PDF with you.
Some assays may have a minimum detectable level or sensitivity. Some tests may also be reported in qualitative instead of quantitative terms. For example, positive or negative rather than a level. If this reporting style is critical, please discuss this with us in advance so we can advise you.
Quantitative results that have a numerical value will typically be reported with reference ranges. Any in depth interpretation of these results should be made by your doctor.
Invalid samples
If a patient is unable to attend an appointment or is unable to provide a valid sample due to reasonable and unforeseen circumstances they will not be charged and if prepaid, refunded. No further compensation can be provided. We cannot promise that the person responsible for carrying out your test will be able to obtain a valid sample. In some cases, where the sample is invalid, you may be required to attend another appointment at Orchard Plus so that another sample can be taken.
Covid-19 (SARS-CoV-2) PCR assay and IgG antibody
All Covid-19 PCR tests are sent directly to TDL Pathology for interpretation. A test reported as 'negative' does not necessarily guarantee that the individual is not infected with the virus or immune. For further up to date information on PCR testing please refer to the TDL website.
Before having a Covid-19 test you will be required to complete a more specific assessment form. You will be advised prior to your appointment of the health and safety requirements when you attend the clinic as advised by the UK Health Security Agency (UKHSA)
If you receive a positive test your personal information will be reported to UKHSA. This is a legal requirement.
Fees and charges
All fees and charges are listed on our website as we wish to be clear and transparent about our fees and charges. If you have any questions or concerns, please do not hesitate to contact us. Please be aware that it will be your responsibility to settle any unpaid fees with Richmond Psychology Limited.
Email enquiries
We do understand that for a vast number of patients, emailing may be the most convenient method of communication to use when contacting the clinic. Although we have taken internal measurements to protect the confidentiality of our patients, 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 our clinic we cannot be held responsible for what you choose to include in your email or any problems with you emails.
Complaints policy
If 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 manager, 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 and 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 give 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 database that we use to register and hold patient information is Cliniko which is an encrypted site in Australia. See the terms and conditions of Cliniko.
Squarespace
We use Squarespace as a method of passing on your inquiries to individual practitioners. See the terms and conditions of Squarespace.
We do not buy and sell information from third parties and won’t pass on details without your consent, except in an emergency situation.
Data portability and information sharing
Upon registration with us at the Orchard Plus, we will from there on keep a record of any non-medical details, such as; your name, address, date of birth, telephone numbers, email addresses. This information will be stored on our secure database. These details will be stored uniquely for administrative and accounting purposes only. Any clinical data stored on our secure database will be strictly exclusive to medical professionals to have access to only.
In some cases, patients may be seeing more than one therapist or clinician and may want to share details of their sessions with others 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.
The right to be forgotten
Under Article 17 of the GDPR, it is an individual’s right to have their personal data erased. 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. See more about your rights.
Information requests
Under the practice of the GDPR, individuals have the right to obtain access to their personal clinical information. The registered manager can arrange to provide copies of documents held electronically. In line with the practice of GDPR copies will be provided free charge for you and in a time that meets current time turnaround legislation.
Disclaimer
In keeping in line with the Care Quality Commission (CQC) we will endeavour to meet and provide an exceptional level care that is safe, effective, caring, responsive and well-led.
Please be aware that if you have not attended or communicated with our clinic, it will be assumed that you have self-discharged from our services. Although we are unable to delete any clinical records, we will archive files for patients that have not been seen for over six months. 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.
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 our 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 CQC 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 premises are safe and secure at all times. Orchard Clinic and Orchard Plus 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 damage 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 company’s 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.
Please note that we are not liable to accept any blame or responsibility for damage or injury caused outside the premises of Orchard Clinic or Orchard Plus.
Contact:
The Registered Manager
Orchard Clinic
89 St Margarets Road
Twickenham
TW1 2LJ