Mutual Expectations

Welcome to Umid

Thank you for choosing Umid to support you on your mental health journey. We feel genuinely privileged to be part of your care and are committed to offering thoughtful, compassionate, and high-quality support.

This document outlines our core Terms and Conditions. These set out the principles that guide how we work together and help ensure we can deliver safe, effective care. By attending your appointment, we will understand that you have read, understood, and accepted this information.

Our aim is to be clear, transparent, and supportive. If you are unsure about anything, please feel free to contact us.

About Umid

Umid is a private mental health service provided by Umid Healthcare Ltd, a limited company registered with Companies House (Registration Number 14498359). We are regulated by the Care Quality Commission (CQC) and registered to provide mental health care in England.

You can view our CQC registration here:

UMID - Care Quality Commission

We are based at:

Umid

The Barn Annexe

Warren Corner

Andover Road

Micheldever Station

Winchester

SO21 3AR

To find out more, please visit our website:

Umid Umid

We are a paperless and environmentally conscious service. All communication is managed electronically. This helps us keep your records secure, reduce waste, and communicate efficiently.

Communication: How We Stay in Touch

How We Will Contact You

You will receive communications from “Umid”, which is short for Umid Healthcare Ltd. We use a secure clinical system called WriteUpp to manage your appointments, letters, payment information, and other aspects of your care.

If a prescription is issued, this will be processed through SignatureRx or CloudRx, who may contact you directly to confirm payment and delivery. These messages may come from Signature Pharmacy.

Please make sure to mark any emails from us as safe and check your spam folder to avoid missing anything important.

How to Contact Us

The best way to get in touch is by email at umid@umid.co.uk. This allows us to respond promptly and ensures your enquiry reaches the right person.

If you prefer to call, our number is 01962 435 090. Our phone lines are open from 10am to 2pm on working days. Outside of these hours, you are welcome to leave a voicemail.

Our admin team aims to respond to all administrative queries by the end of the next working day. If your message requires a clinician’s input, it will be passed on and responded to when the clinician is next available.

Booking and Appointment Information

Making an Initial Appointment

Once we receive your referral or enquiry, we aim to respond by the end of the next working day.

We offer both online and in-person appointments, depending on the type of assessment or support required. Some appointments must take place in person, including Occupational Therapy assessments, treatments, and ADOS-2 assessments (used as part of autism assessments for children).

Once your appointment has been agreed, you will receive an Initial Consultation Form by email. This form collects essential personal and clinical information that we need to set up your records securely in our electronic system.

In most cases, you will also be sent clinical questionnaires to complete before or after your appointment. These help your clinician understand your needs in more detail and support the assessment process.

If you would like to learn more about how we approach assessments and treatment for ADHD or autism, please visit the following pages:

Information on ADHD Assessment and Treatment Information on ADHD Assessment and Treatment

Autism Assessment at UMID Autism Assessment at UMID

Important Information About Appointments

• Appointments are offered on specific days only, depending on clinician availability. All of our clinicians work part-time, and we are not able to offer appointments outside of their scheduled days.
• If you have any mobility needs or accessibility requirements, please let us know before booking so we can discuss what adjustments may be possible.
• We are only able to offer assessments and care if you consent for us to share the outcome with your GP. This is an essential part of safe and responsible clinical care.
• Please note that a psychological therapy assessment and psychological treatment are separate stages. The assessment helps identify your needs. If ongoing therapy is appropriate, it may be provided by a different therapist who specialises in the area most relevant to your goals.
• We provide evidence-based psychological therapies and offer once-weekly sessions as standard.

What We Do Not Offer

Our service is built around scheduled, pre-booked outpatient appointments. We are not able to provide the following types of support:

• Crisis or emergency mental health care
• Urgent care or same-day assessments
• Emergency referrals for inpatient treatment
• Support with immediate or high-risk safety concerns

If you are in need of urgent or intensive support, our service may not be suitable. However, we are happy to signpost you to more appropriate services and providers who may be able to help.

Our Fee Structure

Our current fees are listed on our website:

Our Fees Our Fees

These reflect the time, care and expertise provided in your appointment, as well as any agreed follow-up communication or documentation. Please review them before booking.

What Our Fees Include

• Fees apply to the specific appointment booked, including any letters or prescriptions agreed during the consultation.
• Any clinical work outside of your scheduled appointment, such as prescription requests, email responses or additional letters, will incur a clinical administration charge.
• These charges apply particularly to psychiatric work carried out by Dr Baig beyond the appointment itself.

Important Information About Our Fees

• A standard psychiatric assessment does not include ADHD or autism evaluations. These require dedicated structured assessments and are charged separately.
• If you receive a diagnosis of ADHD and wish to begin treatment, you will need to book an ADHD Treatment Package. The initial assessment is diagnostic only and does not include prescribing medication or post assessment support.
• Fees are reviewed every January and may increase annually. Any ongoing care or treatment will be charged at the rate in effect at the time of booking.

Payment Terms

• Payment for your initial appointment is due within one week of receiving your invoice.
• For follow-up appointments, payment must be made at least 48 hours before your scheduled time.
• If payment has not been received 48 hours in advance of a psychiatric appointment, your booking will be automatically cancelled by our system.
• Appointments that are cancelled with less than 48 hours’ notice or not attended will be charged at the full rate.
• For therapy appointments, we reserve the right to pause further sessions if there are two or more unpaid invoices on your account.
• We are a private service. Even if your GP refers you, our care is not funded by the NHS and you remain responsible for payment of fees.

Private Medical Insurance (PMI)

Therapy and Occupational Therapy Services

We are only able to accept self-funded referrals for therapy and occupational therapy. We do not invoice PMI providers for these services.

Some patients have been able to self-fund and then reclaim costs through their insurance. We recommend checking with your insurer to see if this is possible under your policy.

Psychiatric Appointments with Dr Baig

We welcome patients who are using Private Medical Insurance to fund psychiatric appointments with Dr Baig. He is registered with the following major insurance providers:

BUPA, AXA, Aviva, Cigna, Healix, and Vitality

Important Information for PMI-Funded Patients

• It is your responsibility to confirm that your appointment is pre-authorised by your insurer.
• You remain personally responsible for paying any policy excess.
• If your insurer does not approve or later declines to cover your appointment, you will be charged at the full Self-Pay Rate.
• Insurers only fund appointments that actually take place. If you cancel with less than 48 hours’ notice or do not attend, the cost will be invoiced to you directly.

ADHD and Autism Assessments through PMI

• Some insurers, including BUPA, may authorise only a standard psychiatric assessment at first, even if you are seeking an ADHD or autism diagnosis.
• If a specialist assessment is indicated, we will include this in your clinical report. You can then request further authorisation from your insurer based on that recommendation.
• We are not able to guarantee or influence whether your insurer will agree to fund specialist assessments.
• Vitality, Healix and AXA each have their own policies. Dr Baig is an approved provider of ADHD and autism assessments with Vitality.
• AXA and BUPA may approve structured assessments for diagnosis, but they typically do not fund treatment.
• Please note that we are unable to offer joint or multidisciplinary assessments through any insurance route. These can only be accessed on a self-pay basis.

Assessment Reports and Clinical Letters

Standard Timeframes

After your appointment, you will receive a copy of the assessment report that is also shared with your GP or referrer. Reports are prepared with care and clinical attention, and we aim to provide them within the following timeframes:

• Psychiatric and psychological therapy assessments, as well as standard psychiatric follow-up appointments, are usually completed within two weeks.
• Reports following structured ADHD and autism assessments may take up to four weeks due to the level of detail and clinical review involved.
• Please allow up to one week for any agreed prescriptions or referrals following standard psychiatric consultations.

These timeframes reflect the quality assurance and clinical reflection involved in preparing accurate and helpful reports.

Purpose and Content of Reports

Our assessment reports are designed to offer a clear summary of the clinician’s professional understanding of your presentation and the agreed next steps.

• The purpose of psychiatric assessments is to understand the nature of your difficulties and work collaboratively with you to develop a treatment plan.
• Reports are written to highlight the key points from your assessment and focus on the clinical aspects that are most relevant to diagnosis and treatment.
• The report reflects the clinical perspective of the practitioner you saw. It serves as part of your medical record and may also act as a helpful summary of what was discussed.
• These reports are not intended for legal, occupational, or medico-legal purposes, although you are free to share the report with others if you choose to.
• The written report forms the complete clinical record of your appointment.

Amendments and Requests

We aim to produce accurate and professional documentation. However, we understand that you may have questions or concerns once you have received your report.

• If there are any factual inaccuracies, we are happy to make corrections. This includes details such as dates, names, or other clearly verifiable errors.
• We are not able to amend or remove information based on phrasing preferences or to exclude clinical content that is relevant to the assessment.
• Clinical opinions are based on the professional judgment and expertise of your clinician. We do not change these to reflect preferred diagnoses or expectations if they are not supported by the clinical evidence.
• If you require a version of the report for an external agency such as an employer or insurer following a specialist ADHD or autism assessment, we can offer a shorter document called a Summary of Diagnostic Conclusions and Treatment Plan.
• If your report contains reference to drug or alcohol use, this is because it is clinically relevant. We are not able to remove or omit this information if it has been part of the clinical discussion.

Questionnaires and Diagnosis

Many assessments include the use of structured clinical questionnaires. These tools help inform the assessment but do not determine the outcome on their own.

• Questionnaire results are interpreted within the full clinical context and are only one part of the overall assessment.
• These tools have no diagnostic validity on their own and must be reviewed by a trained clinician to be meaningful.
• We are not able to provide copies of completed questionnaires after the appointment. This is due to copyright restrictions and the risk of misinterpretation outside the clinical setting. However, a summary of the results will be included in your report.
• The diagnosis given reflects the clinician’s professional opinion based on your history, presentation, and all available information. We do not offer diagnoses or treatments that are not clinically justified, even if they differ from your own view or those of others involved in your care.

Prescriptions

General Information

• Any private prescription issued during your psychiatric appointment is provided free of charge.
• Prescriptions requested between appointments will incur a clinical administration fee.
• You will need to pay the pharmacy directly for the cost of the medication. Charges will vary depending on the type of medication prescribed.
• Our prescribing system is linked to Signature Pharmacy and CloudRx. All non-controlled prescriptions are issued electronically.
• Please note that private prescription costs are not covered by Private Medical Insurance, including any prescriptions requested outside of appointments.

Controlled Drug Prescriptions

• All controlled drug prescriptions are issued to and processed by Signature Pharmacy, who will arrange delivery to your home address in line with regulatory guidelines.
• We are not able to post controlled drug prescriptions to you directly.
• Dr Baig issues all controlled prescriptions once a week, usually on Thursdays. If unavailable on a Thursday, this may be done on a Wednesday or Friday instead.
• Controlled drug prescriptions are limited to a maximum of 30 days’ supply and are valid for 28 days from the date on the prescription.
• Non-controlled drug prescriptions can only be issued for a maximum duration of 8 weeks.

How to Request a Prescription

To help us provide prescriptions safely and efficiently, please follow the steps below:

• If you need your prescription to be issued the same week, the request must be submitted by Tuesday at 5.00 p.m..
• Requests received after this deadline will be processed the following week.
• All repeat prescription requests must be submitted via our online form:

Repeat Prescription Request Form

• We cannot issue prescriptions based on email or phone requests. Requests not received via the form will not be actioned.
• It is your responsibility to ensure you request prescriptions in good time. We do not offer reminders or tracking and cannot guarantee short-notice or urgent requests.
• Prescriptions can only be issued in line with your treatment plan and clinical review schedule.

Working with GPs and Shared Care Agreements

Our Approach to Private Prescribing

• We provide care on a private basis, and prescriptions are issued only as private prescriptions.
• We do not routinely request that your GP prescribe medication we have recommended. That decision rests entirely with your GP practice.
• If you are hoping for your GP to take over prescribing, you must raise this directly with them.
• GPs may consider shared prescribing once:
• Your medication is stable
• Symptoms are well-managed
• No further changes are anticipated
• There is clear clinical benefit
• It is considered safe to do so while you continue regular follow-up with us

Please be aware that shared care is unlikely to be accepted in the early stages of treatment, and we are unable to begin this discussion with your GP on your behalf.

What Shared Care Requires

Where your GP agrees to a shared care arrangement, and we continue to provide psychiatric oversight, the following must apply:

• You must attend a minimum of one follow-up appointment every six months
• Medication changes can only be made in a scheduled appointment. We do not adjust doses via email
• Any additional investigations or treatment, such as blood tests or therapy, must be arranged privately unless your GP agrees otherwise based on your discussion with your practice.
• We cannot request NHS referrals, scans or investigations from your GP practice.

Shared Care for ADHD Treatment

We can only make a formal request for shared care of ADHD medication if the following conditions are met:

1. You have already discussed the option with your GP, and they have agreed in principle
2. You have completed medication titration, including at least three months of treatment, with a stable dose for one month
3. No changes to your medication are planned in the near future
4. There is clear clinical benefit, and any side effects are manageable
5. Your physical health parameters are stable, and we have recent results for blood pressure, pulse and weight
6. Both you and Dr Baig agree that there is clear improvement in your quality of life since starting medication
7. You have had a consultation with us within two weeks of the shared care request
8. You have agreed for regular ADHD reviews with Dr Baig which are minimum yearly though some practices require these to be six monthly
9. You fully understand and agree to your responsibilities under shared care, which will be discussed with you during the titration process

Clinical Administration Costs

Prescription Charges

• Prescriptions provided during appointments or as part of the ADHD treatment package are free of charge.
• Prescriptions requested outside appointments are subject to the following fees:
• Controlled drug prescription: £75 per prescription
• Non-controlled drug prescription: £25 per prescription

Administrative Work and Letters

• Any clinical work carried out by Dr Baig outside of the standard GP letter from consultation and prescriptions issued as part of the appointment, is chargeable as clinical administration. This includes emails, letters and prescriptions.
• The charge is £60 per 10 minutes.
• The minimum chargeable time is 10 minutes.
• If your appointment is funded through Private Medical Insurance, your authorisation will cover only the consultation, the standard letter to your GP, and any prescriptions agreed during the appointment. Additional administrative work will be charged separately.

Additional Services

• If your treatment involves blood tests, imaging, or investigations, we can recommend providers or you may choose your own. All charges are set by the provider you choose and paid directly to them.
• Any additional letters or referrals beyond the standard clinical summary may incur administrative charges. These will not exceed £60 per 10 minutes of time required.

Ongoing Care and Service Approach

Structure of Our Care

• We offer planned outpatient appointments only, held on specific days of the week.
• Clinicians are not able to provide emergency, urgent, or routine clinical care by email or phone outside of scheduled sessions.
• We do not offer reviews, medication advice, or clinical opinions by email. If you need additional support between appointments, please book a follow-up session.
• If you require care earlier than your planned review, please let us know and we will do our best to offer you an earlier appointment.
• For emergencies or urgent concerns, you should contact your GP, NHS 111, attend your nearest A&E, or contact emergency services as appropriate.

Response Times

• Our clinicians work part-time on scheduled days. Clinical queries will be addressed when they are next available.
• Our administrative team aims to respond to all messages by the end of the next working day.
• For clinical enquiries outside of scheduled appointments, Dr Baig’s response time is up to three working days, and this time is chargeable at the standard rate of £60 per 10 minutes or part thereof.

Understanding the Nature of the Assessment and Treatment Relationship

The Role of the Initial Assessment

• The first assessment is designed to explore your concerns, understand your needs, and provide clinical recommendations.
• In some cases, we may advise that another service or clinician would be better suited to support you. If we believe that continuing care would not be safe or appropriate, we will signpost you to alternatives.
• The initial assessment does not create a contract for ongoing care or treatment if it is determined that your needs cannot be safely supported in our service. This decision rests with the service.

If Your Needs Change

• Your mental health needs may change over time. If this happens and your situation requires a level of support beyond what we can offer, we will provide recommendations for services that may be more appropriate.
• We are committed to ensuring that any transition out of our care is handled with clarity and support wherever possible.

Treatment Plans and Safety Expectations

• We aim to work collaboratively with you to create a support plan that helps you reach your goals in a safe and structured way.
• We ask that you discuss any changes to your treatment plan within appointments so we can agree on a safe approach together.
• Attending scheduled appointments and following the agreed treatment plan, including medication, is essential for ongoing safe care.
• If these safety expectations are not maintained, we may need to review whether it is appropriate for your care to continue at Umid.

Ongoing Monitoring and Discharge

• For psychiatric care, we require a minimum of one review every six months if you remain under our care, especially if we are prescribing medication.
• If your situation stabilises and you no longer require ongoing input, we will arrange to discharge you from the clinic.
• If you choose to return at a later date, and it has been more than six months since your last appointment, we will need to schedule a 50-minute follow-up to reassess your needs.
• Please note that we cannot guarantee ongoing suitability of our service if you re-refer yourself following discharge. This will depend on whether your current needs align with what we are able to offer.

Keeping Your Details Up to Date

To ensure safe care and accurate communication, please notify us if there are any changes to your:

• Address
• Telephone number
• Email address
• GP practice details
• Private Medical Insurance provider

Keeping this information current helps us ensure continuity of care and avoid delays in communication or documentation.

When an Assessment with Us May Be Unsuitable

At Umid, we are committed to offering high-quality, person-centred assessments that are safe, appropriate, and clinically meaningful. However, there are situations where we may not be able to proceed with an assessment, or where our service may not be the most suitable option.

General Unsuitability Criteria (All Appointments)

We may be unable to offer an assessment, whether in person or online, if any of the following apply:

• Age criteria are not met:
• Autism assessments are available from age 7 and above
• ADHD assessments are available from age 12 and above
• General psychiatric assessments are available from age 18 and above. We may consider referrals for 17-year-olds on a case-by-case basis
• Psychological therapy and occupational therapy are available across the lifespan
• The individual is non-verbal or selectively mute
• The individual is unable to communicate at a conversational level in English, especially where structured tools are required for diagnosis
• There is a significant intellectual disability (IQ below 70) or severe developmental delay that prevents meaningful engagement in assessment
• There is a visual or hearing impairment that cannot be reasonably adjusted for and that affects participation in structured assessments
• The individual is currently experiencing psychosis, or has had a psychotic episode within the past six months
• There is a current risk to self or others, including active suicidal thoughts, self-harm, or a recent suicide attempt. In these cases, services with access to crisis support, home treatment teams or inpatient care would be more appropriate
• The individual is receiving treatment for a high-risk eating disorder, or has a BMI below 14, with or without medical complications or frequent vomiting
• We can only offer assessment once at least six months of recovery has taken place following discharge from specialist services
• There is significant substance misuse affecting daily functioning, or the individual is currently undergoing treatment for addiction
• The person has a history of traumatic or acquired brain injury, brain surgery, or a neurological condition that significantly affects cognitive function
• The individual has previously had a psychiatric, autism, or ADHD assessment (including through the NHS) and is now seeking a second opinion
• The person is currently, or has been in the last six months:
• Serving a custodial sentence, on probation, or on temporary release
• Detained under the Mental Health Act, or subject to a Community Treatment Order
• Involved in an active safeguarding investigation, under a child protection plan, or subject to ongoing legal or criminal proceedings
• The individual is a serving member of the armed forces. At present, we are unable to liaise with military healthcare teams
• The person requires urgent or crisis mental health support, which we are not equipped to provide
• The level of support required is more frequent or intensive than can be delivered through scheduled outpatient appointments
• The individual is unwilling or unable to provide proof of identity, or does not consent to GP communication and access to summary care records
• The purpose of the assessment is linked to legal, employment, occupational health, or tribunal proceedings
• Our assessments are intended for clinical purposes only unless we have explicitly agreed to a different remit in advance

Specific Requirements for Online Adult Assessments

Online assessments are currently available for adults aged 18 and over only. In order to proceed with an online appointment, the following conditions must be met:

• You must use a laptop or desktop computer with a working microphone and webcam
• Mobile phones and tablets are not suitable for online assessments
• You must have access to a private, reliable internet connection
• You must be willing to:
• Keep your camera switched on for the full duration of the assessment
• Confirm your identity via secure video call
• Provide the contact details for your NHS GP based in the UK

Child and Adolescent Online Assessments

We do not offer autism assessments online for individuals under the age of 17.

All autism and ADHD assessments for children and adolescents are conducted in person. The general unsuitability criteria listed above apply to children and young people as well. We are unable to proceed with assessment for individuals who do not meet the relevant age or communication requirements.

Services We Cannot Offer

At Umid, we are a specialist outpatient service offering scheduled, person-centred mental health assessments and treatment. There are some types of care that fall outside of our scope. If your needs include any of the following, we may not be the right service for you.

Emergency and Crisis Support

We provide scheduled, pre-booked appointments only and do not offer any form of emergency care. Specifically, we do not provide:

• Crisis or urgent mental health support
• Same-day or walk-in appointments
• Emergency referrals for inpatient admission
• Immediate response to high-risk safety concerns

If you are in crisis or need urgent help, please contact your GP, call NHS 111, attend your local Accident and Emergency department, or dial 999 in an emergency. We are happy to signpost you to suitable services where needed.

Intensive Ongoing Support Needs

If your needs become more intensive or complex than can be safely supported within scheduled outpatient appointments, we will discuss this with you. We may recommend alternative providers, particularly in the private sector, who offer more frequent or multidisciplinary support.

• If you wish to explore NHS options, you will need to speak to your GP directly, as we are not able to arrange NHS care.
• If you would like us to provide a referral letter to a private service, this will be subject to our standard clinical administration fee.
• We cannot guarantee that other services will accept our referral, and we do not hold admitting rights to hospitals or day services.

Clinical Cover During Leave

As we operate a part-time, appointment-based model of care, there is no clinical cover available when your clinician is on annual leave, study leave or unwell.

• During such times, you will need to direct any urgent clinical concerns to your GP or NHS services.
• Administrative queries will continue to be handled by our admin team during usual working hours.

ADHD Treatment Packages

If you receive an ADHD diagnosis through our service, medication cannot be started until the Titration and Monitoring Package is in place.

• This package includes a structured plan for dose titration, side effect monitoring, and follow-up reviews over at least a three-month period.
• The ADHD treatment package is a separate service, and the initial diagnostic assessment does not include any prescribing.
• Treatment can only begin once the relevant appointments have been booked and paid for under the ADHD package.

Diagnostic Opinions

Professional Assessment and Recommendations

Our aim is to provide a thorough and considered assessment, followed by clear treatment recommendations based on your clinical needs.

• Any diagnosis offered will reflect our clinician’s professional judgement.
• We do not offer diagnoses or prescribe medication that would conflict with clinical guidelines or our professional opinion.
• Your assessment may result in a view that differs from your own expectations or from opinions you may have received from other professionals.

We approach each assessment with care and openness, but our conclusions are guided by evidence, our expertise and standard practice.

Assessment Outcomes

• An ADHD or autism assessment may not always lead to a diagnosis. The purpose of the assessment is to understand your presentation and provide useful insights and next steps.
• If you are seeking a specific diagnosis or prescription as a required outcome, we may not be the most suitable provider for your needs.
• By attending the appointment, you confirm that you are willing to receive and consider our professional opinion, whether or not it aligns with your expectations.
• You are always free to seek a second opinion or alternative treatment from another provider.
• Once a clinical opinion has been formed and shared with you, we are not able to change or revise our diagnostic conclusions or recommendations on request.

Cancellation Policy

We understand that plans change, but late cancellations can affect the availability of care for others.

• Please give us at least 48 hours’ notice if you need to cancel or reschedule your appointment.
• If less than 48 hours’ notice is given, or if you do not attend the appointment, the full fee will still apply.
• This policy applies to all appointments, including those funded through Private Medical Insurance. In cases of late cancellation or non-attendance, your insurer will not be invoiced. Instead, you will be personally responsible for payment at our Self-Pay Rate.

Outstanding Invoices

Impact on Access to Care

To ensure we can continue to provide high-quality services, timely payment is essential.

• Unpaid invoices may lead to disruption or withdrawal of care.
• For psychiatric appointments, any session that remains unpaid 48 hours in advance will be automatically cancelled by our system.
• For therapy appointments, we are unable to continue care if there are two or more outstanding invoices.
• If your appointment is cancelled due to non-payment and you wish to rebook, a £15 administration fee will apply in addition to the appointment fee.

Discharge Due to Non-Payment

If invoices are not paid within one month of issue, we may formally discharge you from our service unless a repayment plan is agreed. In this case, you will need to make your own arrangements for continuing support from a different provider.

• Once discharged, we will not be able to provide further care or support.
• Any outstanding invoice that remains unpaid after 30 days will incur interest at a rate of 8 percent above the Bank of England base rate, calculated daily until payment is received.
• If the matter is referred to a debt collection agency, all associated recovery fees and legal costs will be added to the balance owed.

Discharge from Service

Standard Discharge Process

Discharge is a routine part of safe clinical care and occurs when your treatment has reached a natural conclusion or your support needs have changed.

• When we agree together that you no longer require ongoing input, we will formally discharge you from the service.
• A discharge letter will be sent to both you and your GP, summarising the care provided and any relevant follow-up advice.
• Once you are discharged, we will no longer be able to offer clinical guidance or support unless you re-refer and a new episode of care is opened.
• If you believe you no longer need our input, we ask that you raise this during your appointment so we can plan your discharge appropriately and ensure a safe transition.
• You are welcome to re-refer yourself at any point in the future. If more than six months have passed since your last review, we will usually require a longer follow-up appointment to reassess your needs.
• Please note that a re-referral does not guarantee further input. We will need to review whether your current needs are appropriate for the services we offer at that time.

Discharge Without Prior Agreement

There may be occasions where discharge occurs without a final appointment. This may happen under the following circumstances:

• You inform us outside of an appointment that you wish to end your care and cancel future appointments
• Your account has an unpaid balance and payment has not been made within the stated timeframe
• There is a breakdown in the working relationship due to threatening, abusive, or coercive behaviour towards our team
• You are unable to follow the treatment plan, persistently seek to change or bypass agreed processes, do not respond to clinical communication, or behave in a way that makes it unsafe for us to continue providing care

In any of these situations, we will notify you of the discharge and recommend that you seek further support from your GP or another provider.

Mutual Respect and Safe Practice

Our Commitment to You

At Umid, we are committed to delivering high-quality care that is compassionate, respectful, and rooted in shared human values. We approach our work with kindness and professionalism and ask the same of those we support.

We recognise that receiving care can be an emotional and sometimes challenging experience. If you feel something has not gone as expected, we welcome your feedback and will do our best to resolve any concerns.

The overwhelming majority of our patients and families engage with us in a spirit of collaboration and respect, and it remains a privilege to support them.

Our Zero-Tolerance Policy

We have a duty of care to protect our team from abuse and intimidation. We operate a zero-tolerance policy for any behaviour that causes distress, fear, or disrespect to our staff.

This includes:

• Shouting or aggressive language
• Threatening or degrading communication
• Coercive references to regulatory or legal action against individual clinicians

Where this type of behaviour occurs, we may need to end our involvement and withdraw care. This reflects a breakdown in the therapeutic trust and safety needed to continue working together.

Important Boundaries

To ensure safe and effective care, we ask that you observe the following:

• Do not attend appointments under the influence of alcohol or drugs. This is a serious safety concern and may result in immediate discharge.
• We are not able to offer specific diagnoses or treatments on request. All care decisions are made in line with clinical judgement, national guidance, and ethical practice.
• We cannot be pressured to act outside our legal, ethical, or professional responsibilities.

Our goal is always to work in partnership. Thank you for helping us maintain a respectful, safe, and clinically focused environment where you can receive the care you deserve.

Feedback, Complaints and Compliments

Providing Feedback

We are always looking to improve and maintain a high standard of care. Your feedback helps us grow and improve what we offer. If you have a few moments, we would be grateful if you could complete our short feedback form:

Three minute feedback form

Your reflections and suggestions are taken seriously and contribute directly to service development.

Complaints and Concerns

We hope your experience with us is positive and supportive. However, we recognise that there may be times when we do not meet your expectations or things do not go as planned.

• If you have a concern, we encourage you to speak with the clinician involved in the first instance. Most concerns can be resolved quickly and informally this way.
• If you are not satisfied following this discussion, you are welcome to submit a formal complaint.

To make a formal complaint, please email us at umid@umid.co.uk using the subject line “Formal Complaint”, or call us on 01962 435 090.

In your message, please include:

• A clear description of the issue or concern you would like us to review
• Any relevant factual information or context
• Your thoughts on where you feel the service fell short of expectations or departed from our stated terms
• What outcome you would view as a reasonable resolution

You can also download our full complaints information leaflet here:

How We Handle Complaints

Once a formal complaint is received:

• A complaints investigator will be appointed
• You will receive written acknowledgment within three working days
• The complaint will be reviewed and investigated. We may contact you if further clarification is needed
• A written response will be sent to you within 28 days

We are only able to consider complaints relating to concerns that have arisen in the past six months. The investigation will focus only on the issues raised in the original complaint. Any new concerns that arise later will need to be submitted separately.

If you are dissatisfied with the outcome of the investigation, you will be offered information on how to escalate the complaint further.

We are committed to conducting the complaints process in a respectful and fair way. While we welcome constructive feedback, we ask that all communication remains courteous. Any threatening behaviour towards staff members involved in the process will result in withdrawal of our support.

Information Governance

We take your privacy and data protection seriously.

• Umid is registered with the Information Commissioner’s Office (ICO), and we handle all personal data in accordance with UK GDPR.
• Your information is stored solely for the purposes of delivering clinical care and managing related administrative tasks.
• We use a secure clinical records system to safeguard your data.
• Our privacy policy is available here: umid.co.uk/privacy
• For further information on your data rights, please visit: ico.org.uk
• We use cookies on our website to optimise your user experience. You can disable cookies in your browser settings if you prefer.

Contacting Us

If you have questions or need support, our Practice Support Team is here to help.

• Email: umid@umid.co.uk — this is the best way to receive a timely response
• Phone: 01962 435 090 — available from 10am to 2pm, Monday to Friday

Our admin team aims to respond to all messages by the end of the next working day. Please note that they are unable to offer clinical advice.

If you are due to be seen but feel you need support sooner, our team can help you request an earlier appointment if available.

If you would like us to share information with a close relative or carer, please send us their name, telephone number, and email address, along with your consent for us to speak with them about your care.

Thank you again for choosing Umid. We are grateful for the opportunity to support you and look forward to working with you.

Resources for Crisis Support

While awaiting your appointment or if you need urgent support while under our care, you may find the following resources helpful. Remember, we only offer pre-arranged outpatient appointments and cannot provide urgent, intensive community care or crisis support.

If you ever feel that your life is at risk and you might attempt suicide or seriously harm yourself – Call 999 or go to A&E immediately. Mental health emergencies are serious – you are not wasting anyone’s time.

If you are safe but need someone to talk to for urgent support in a crisis:

• Call NHS 111 – mental health support 24/7 help in crisis https://111.nhs.uk/
• Call Samaritans on 116 123 www.samaritans.org
• Text “SHOUT” to 85258 www.giveusashout.org
• If you are under 19, you can call 0800 1111 to talk to Childline (this number will not appear on your phone bill)
• For young people, visit Papyrus at www.Papyrus-uk.org

Other Helpful Support Organisations:

• Saneline – 0300 304 7000 (4:30pm – 10:30pm) or www.sane.org.uk
• Alcoholics Anonymous – 0800 9177 650 or help@aamail.org
• The Silver Line (helpline for older people) – 0800 4 70 80 90
• The Mix (Under 25s) – www.themix.org.uk 0808 808 4994
• Switchboard (LGBT) – chris@switchboard.lgbt 0300 330 0630 (10am – 10pm)
• CALM – www.thecalmzone.net 0800 585858 (5pm – Midnight)
• BEAT (Support with Eating Disorders) – www.beateatingdisorders.org.uk

Helpful Apps and Resources:

• Download the Stay Alive app from the Apple or Google Play store, or visit www.stayalive.app
• Visit www.hubofhope.co.uk for support in your area for a range of issues
• You may also find the Headspace mindfulness app useful (www.headspace.com)