At Keel Mental Fitness Limited I provide matching services for families, loved ones and individuals, to connect you to the best mental health professionals. I never make any medical diagnosis of any kind but connect you to medical professionals who can diagnose, when requested or necessary. These terms set out important information about the way which I work and apply to all bookings made on our website, please take the time to read them before making any purchases.

Lucy Farmbrough, Founder

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Length and duration of sessions

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I offer a consultation package - ‘Personalised Mental Health Matching Service’ - where we discuss your needs and goals virtually via Zoom or telephone. You can book an appointment for a consultation at a time to suit you through our website, or directly via email, at a time to suit you.

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Once a package has been purchased, you will be onboarded as a Keel Client. One of our assistants will send you a contact form to complete via Halaxy, and a brief screening assessment, CORE10. We appreciate you taking the time to complete the paperwork as fully as possible, having your answers to the questions enables us to best use our time together when we speak, and it allows us track your progress over time.

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After the initial consultation I will prepare a summary of what we’ve discussed and the options for next steps, as part of which you will receive 3 names of relevant professionals who I believe will be well placed to support you. If you would like me to do so, then I can connect you to those professionals directly by email.

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The ‘Personalised Mental Health Matching Service’ package includes:

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- An Initial consultation (45 minutes) & follow up consultation (45 minutes)

- 3 personalised referrals*

- 15-minute discovery call with each professional, if offered by the professional

- Personalised resources and educational materials, where requested

- *If for any reason you don't find the right match with any of those three referrals, we'll stay with you and make further referrals until you do.

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The time limit and duration of sessions is 45 minutes for sessions in the consultation package. Thereafter any additional sessions are either 30 or 60 minutes, and can be purchased as follow up sessions. Initial and follow up session can be scheduled as required.

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Once we have provided you with our call summary and three recommended professionals, you will have 28 days from the date you receive the recommendations to consider that information and for us to make any connections for you to the relevant professionals. Please ensure that you review our correspondence promptly so that the referrals remain valid, accurate and appropriate. The second session shall take place no later than 8 weeks after the first session.

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If we do not hear from you within two weeks after the session we will begin to offboard you, this doesn’t stop you from receiving further consultations or support but is a step that we take to maintain high service levels and so that we all have clarity as to the support and guidance being provided at any given time. We have set the timescales of our service delivery intentionally to ensure that you always have information and support which is relevant and up-to-date for you and your family’s needs. You are welcome to come back to us at any time for any support or further guidance and you can book additional sessions through our website.

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Should you require any additional one-off consultancy sessions once you have worked with us these can be provided.

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I also provide a ‘Direct Referral’ service. This service is a fast-track direct referral service where I connect you directly to a relevant specialist. There is no consultation, no support and no guidance provided with this service. It is a way for you to get a prompt referral and access to trusted medical professionals.

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Cancellation of sessions

Consultancy sessions should be booked via our website or directly by email and we require 48 hours’ notice in order for a consultancy session to be postponed. If less than 48 hours’ notice is provided this session will be forfeited and deemed to have taken place and you will still be charged.

I request that you attend consultations as promptly as possible. If you are more than 10 minutes late, but you still wish to attend, the session will go ahead but will still have to finish at the agreed time. If you arrive for a session under the influence of non-prescribed drugs or alcohol, I reserve the right to cancel the session. The fee for the session will still apply in these circumstances.  I will provide you with as much notice as possible if I am unable to attend a session and we will reschedule for as close as possible to the original booked date.

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Payment of fees and refunds

The fee for the ‘Personalised Mental Health Matching Service’ package is £350. Payment can be either by bank transfer or paid online via Stripe, payment must be made 48 hours in advance of the initial session.

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For one off sessions, our fees are £50 per half hour consultation and £100 for an hour session.

The fees for a ‘Direct Referral’ are Psychiatric Referrals at £200 and Therapy and Coaching Referrals at £100.

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Refunds will be provided in accordance with your statutory rights. You are booking for a fixed appointment and once you have booked that time it will not be available for others to book. Should you make a purchase for consultancy sessions online and change your mind within the first 14 days following purchase, then you will be entitled to a full refund up-to 48 hours in advance of the booked session.

My status

I am not a qualified Doctor. I cannot provide you or members of your family with a diagnosis. I have BSc Hons degree in Psychology, and I take a personalised, science-backed, trauma informed, holistic approach to consider what support you may need, and to assist you in navigating and accessing the best treatment options.

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I provide informed referrals and psychoeducational resources so that you can use those to make your own decisions relating to your treatment. I do not make clinical recommendations. In order to ensure that I provide my services to the highest standards I receive ongoing supervision with a qualified psychotherapist, in addition to regular training.

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Disclaimers

At no time will I provide any medical advice. All of my services provide information only. At no point should you refrain from or delay in seeking medical attention because of the information I provide. My services are designed to compliment and support the provision of professional medical services but should never be a substitute.

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All services are provided to you with reasonable care and skill. However, we do not and cannot guarantee any specific results in respect of any of our services.

From time to time, we may recommend resources or professionals to you with whom we have a partnership with. In those circumstances we may receive a fee for making a referral. We have referral arrangements with a network of professionals and place no preference on one professional over another. At all times our priority is to provide you with the highest level of care and services that best fit your needs.

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There will not be any liability to you for any delay or failure to perform our obligations if the delay or failure is caused by circumstances outside our reasonable control. Notwithstanding the contractual limitation above, nothing in these terms attempts to contract out of or set aside our liability for death or personal injury arising out of any negligence, nor our liability for misrepresentation as to a fundamental matter or fraudulent misrepresentation, nor any liability which by law we cannot exclude or limit.

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Confidentiality

All of the work that we do is confidential. The aim of our service is to match you with the correct medical professional who can support you. We may share your details and may discuss your situation directly with medical professionals, and in proceeding to book a consultation with us and receive our services you are providing your express consent for us to do so. We may also share the names and contact information of relevant and appropriate medical professionals directly with you so that you can get in touch with the relevant individual who you believe can best support you. The only time that we may break confidentiality is if you are at serious risk of causing harm to yourself or others or when we are compelled to do so by law. If at any point during our arrangement I felt that you were in need of emergency support, I may ask for your consent to contact your GP and I will make that request in writing.

GDPR & Insurance

I understand how important your privacy is and I take care to maintain your confidentiality in accordance with current data protection laws (GDPR 2018). You can read the full privacy policy on the Keel Mental Fitness website https://www.keelmentalfitness.com

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I have Professional Civil Liability Insurance with Brunell PI Brokers Ltd.

I have an Enhanced DBS (Disclosure and Barring Service’s) Certificate, Issued on 30 August 2023.

General

No person other than the person provided booking the services shall be deemed to have the benefit of the services, or have any rights to enforce or rely on any of the terms.

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These are my standard terms and conditions of business and should at all times be construed in accordance with the law of England & Wales. The English courts will have exclusive jurisdiction in relation to any claim, or dispute arising out of the services delivered under these terms or any matter arising from them.

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