Governance

Written Clinical
Correspondence Policy

This policy explains how we handle written correspondence from patients outside of scheduled consultations, and when a charge applies for a detailed written response.

Last updated May 2026

Applies to All consultant psychiatrists practising under the clinic

Regulated by CQC · GMC · ICO

Why this policy exists

Composing a considered written response to a clinical question – reviewing a patient's history, forming a clinical view, and communicating that clearly – is clinical work. It carries the same professional responsibility as advice given in a consultation, and takes the same quality of time and attention.

We have introduced this policy to be transparent about that, to protect the integrity of our clinical responses, and to ensure that complex or ongoing clinical questions are addressed in the most appropriate setting – which is usually a scheduled appointment, not an email thread.

What is always handled without charge

The following will always be responded to without charge:

Administrative queries – appointment booking, rescheduling, cancellations, payments, and document requests. These are handled by the clinic team, not by your clinician.

Urgent or safety-related contact – if you are concerned about your immediate safety or wellbeing, please contact us, your GP, or NHS 111 without hesitation. This will never be subject to a charge.

Brief factual clarifications – a short question that can be answered in a sentence or two without your clinician needing to review your clinical history or exercise clinical judgement.

The first substantive written response within any clinical episode – where you raise a clinical question for the first time in writing within a given episode of care, your clinician will respond without charge.

When a charge applies

A charge of £75 applies where an email or message requires a substantive written clinical response. This means a response that involves any of the following:

Reviewing your clinical notes or history to inform the reply

Forming or communicating a clinical view, opinion, or recommendation

Addressing more than a brief or simple question

Addressing multiple clinical questions raised in a single message

Any further written response beyond the first substantive response within the same clinical episode

How it works in practice

You send a message

You send an email or written message to your clinician via any of the clinic's contact channels.

We review the correspondence

The clinic team reviews your message and determines whether it meets the threshold for a substantive clinical response.

We notify you and offer two options

If the message meets the threshold, we will contact you promptly. You can choose how to proceed:

Option A

Written response

£75

We raise an invoice via Stripe. Once payment is confirmed, your clinician will compose and send a full written response – typically within two working days.

Option B

30-minute follow-up

£250

Your question is addressed in a dedicated consultation. Often the more appropriate clinical route – allows a proper conversation, with a written summary provided afterwards.

If we do not hear back

If you do not respond within five working days of our notification, we will hold the query open and follow up with you directly.

Important safeguards

Urgent and safety-related contact is never charged, regardless of how the message is sent or what it contains. If there is any doubt about clinical urgency, your clinician will address the concern first.

This policy does not affect your right to raise a complaint. Complaints should be directed to the clinic's registered manager and are handled under our separate Complaints Procedure.

Clinicians retain the discretion to waive the charge where the circumstances warrant it.

Changes to this policy

We may update this policy from time to time. The current version will always be available on this page. Continued engagement with the clinic following any update constitutes acceptance of the revised policy.

1 Why this policy exists

2 What is always handled without charge

3 When a charge applies

4 How it works in practice

5 Important safeguards

6 Changes to this policy

Written ClinicalCorrespondence Policy