Patient Information
Consent to Care
Your Rights and What to Expect
We want you to feel safe, respected, and in control of your care. This leaflet explains how we obtain and manage your consent before giving treatment or support.
What is Consent?
Consent means you agree to a treatment or service.
Informed consent means you understand what the treatment involves, including risks, benefits, and alternatives.
You can say yes or no to treatment at any time.
When Consent is Needed
Before starting or changing any care or treatment.
Each time you attend a consultation or ongoing treatment.
If you lack capacity to decide, staff will follow the Mental Capacity Act 2005 and act in your best interests.
Your Rights
You have the right to clear, accessible information.
You can request interpreters or information in other formats (e.g., large print).
You may involve family, carers, or an advocate if you wish.
You can withdraw consent at any time—your choices will always be respected.
If You Cannot Give Consent
We will assess your ability to decide.
If you cannot, decisions will be made in your best interests with involvement from family, carers, or an Independent Mental Capacity Advocate (IMCA) when needed.
We will always try to support you in making your own choices.
Emergencies
If urgent treatment is needed to prevent harm and you cannot give consent, we may act to keep you safe.
Consent will be discussed and recorded as soon as possible afterwards.
Sharing Information
With your consent, we may share information with your GP or specialists to coordinate care.
Without consent, we may only share information if there is a safeguarding concern (e.g., risk of abuse, serious self-harm, or risk to others).
How Consent is Collected
E-signatures before appointments.
Recorded verbal consent during video or telephone consultations.
All consent is documented in your health record.
Withdrawing Consent
You can withdraw at any time by telling us directly (phone or email).
We will explain any risks and discuss alternatives.
Your decision will be confirmed in writing.
Our Commitment
Respect your dignity, rights, and choices.
Use clear and accessible communication.
Keep accurate records of your consent.
Regularly review our procedures to meet the highest legal and ethical standards.
📞 Questions or Concerns?
Please contact Attention to Health if you have any questions about your care, treatment, or consent.
How We Use and Protect Your Information (Data Protection / GDPR)
At Attention to Health, we use both electronic and paper records to keep track of your advice, treatments, and care plans. This helps us provide safe, effective, and joined-up care.
We also use information to:
Improve the quality of our services
Share best practice within healthcare (never personal details without consent)
Involve you in decisions about your care and records
How We Protect Your Information
We follow strict rules under the General Data Protection Regulation (GDPR) to keep your personal data safe. This means:
Collecting and storing information lawfully and transparently
Protecting it from unauthorised access, loss, or misuse
Responding quickly if a data breach ever happens
Regularly checking our systems to make sure we remain compliant
Your Rights
You have the right to:
See the information we hold about you
Correct anything that is wrong
Ask us to delete your information (in certain cases)
Limit how we use your information
Object to your information being used
Request a copy of your data to share with another provider (data portability)
Complain to the Information Commissioner’s Office (ICO) if you are unhappy with how we manage your data
If Something Goes Wrong
If there is ever a data breach (e.g., your information is lost or accessed without permission):
We will act quickly to contain the problem
Report it to the ICO within legal timeframes (https://ico.org.uk/)
Inform you if your data is affected
📞 Questions or Concerns?
Please contact Attention to Health if you have any questions about your care, treatment, or consent.
Attention to Health – Complaints Policy
Your right to raise concerns and be heard
We want to provide the best possible care. If something goes wrong, or you are unhappy with any part of our service, please let us know. Complaints help us improve and ensure we remain open, fair, and accountable.
How to Make a Complaint
You (or someone representing you) can contact us:
📧 Email: theteam@athealth.uk
📮 Post: Attention to Health, 13 Harbury Road, Henleaze, Bristol, BS9 4PN
📞 Phone: 0117 463 3295 (ask for the Complaints Lead)
Please make your complaint within 12 months of the issue. If it’s later, we may still investigate if reasonable.
What Happens Next?
Acknowledgement – We will confirm receipt of your complaint within 3 working days and let you know who will handle it.
Investigation – A senior clinician will look into your concerns fairly and thoroughly.
Response – We aim to reply in writing within 20 working days. If it takes longer, we’ll keep you updated every 10 days.
Resolution – You’ll receive:
A summary of the issues raised
An explanation of what happened
Any actions we are taking
An apology if appropriate
Next steps if you remain unhappy
If You’re Not Satisfied
You may take your complaint to an independent adjudication scheme (details will be available on our website).
You can also contact the Care Quality Commission (CQC) if you are concerned about the safety or quality of care:
🌐 www.cqc.org.uk | ☎ 03000 616161
Confidentiality
Your complaint will be kept private. Only staff directly involved in the investigation will see the details.
Accessibility
We can provide support such as interpreters, advocates, or information in different formats to make sure the process is open to everyone.
Learning and Improvement
All complaints are logged and reviewed.
Lessons learned are shared in staff meetings and added to our Quality Improvement Plan.
Regular reviews help us improve care and services for all patients.
📢 We welcome your feedback – whether positive or negative.
It helps us make our services safer and better.
Safeguarding Adults – Patient Information
At Attention to Health, your safety and wellbeing are our top priority. We are committed to protecting vulnerable adults from harm, neglect, or abuse.
What Does “Safeguarding” Mean?
Safeguarding is about protecting people who may be at risk due to age, illness, disability, or difficult circumstances.
It means:
Spotting signs of abuse or neglect
Taking action to keep people safe
Working with other services (like social services, the NHS, and the police) to protect individuals
How We Safeguard You
All staff are trained to spot risks and take action
Staff are checked through the Disclosure and Barring Service (DBS)
We work with local safeguarding boards and authorities when concerns are raised
We review our safeguarding practices regularly to keep improving
What Happens if There’s a Concern?
Immediate action – If someone is at risk of serious harm, emergency services (999) will be contacted straight away.
Reporting – Concerns are reported to our Safeguarding Lead (Dr William Kenny-Levick) or senior management.
Investigation – The concern is reviewed and, if needed, passed to social services, the police, or the Care Quality Commission (CQC).
Confidentiality – Details are only shared with those who need to know, to keep you safe.
Support – You will be listened to, and appropriate support will be offered.
Your Rights
To be safe and protected from harm
To be listened to and treated with respect
To have your wishes and choices taken into account
To receive help if you cannot make decisions for yourself (following the Mental Capacity Act 2005)
Safeguarding Lead Contact: Dr William Kenny-Levick
Attention to Health –Terms and Conditions
Before we meet you, we will ask you to sign our terms and conditions document. This will include the following information:
About Us
We are a team of doctors and psychologists who assess and treat ADHD and related conditions.
Our directors are Dr Dietmar Hank, Dr William Kenny-Levick, and Dr Laura Wade.
Consent to Consultation
A consultation is a meeting to check your health, talk about symptoms, and discuss treatment.
Treatment may include talking therapy, medication, or other support.
You can stop the consultation at any time.
Risks and Benefits
Talking about your health may sometimes feel upsetting.
The benefits include getting a diagnosis and a treatment plan.
You can always ask questions and make choices about your care.
Fees and Cancellations
You must pay for your appointments.
Cancelling less than 24 hours before your appointment means you will be charged 50% of the fee.
Emergencies (like illness or bereavement) will be treated with understanding.
If we cancel, we will rebook as soon as possible.
Consultations
Face-to-face: allows a full check-up but may involve travel and costs.
Remote (online or phone): easier and faster, but not suitable for all checks.
Both types are private and confidential.
You must:
Arrive on time
Give full and accurate health information
Tell us if you are unwell before attending
Records and Privacy
We keep electronic medical records on a secure system (no paper files).
Your information is confidential and protected by law.
Sometimes, if you are at risk of harm, we may need to share information with your GP, next of kin, or emergency services.
Keep your contact details up to date.
AI Scribe
We sometimes use an AI tool to write notes during consultations.
It does not replace your clinician’s judgement.
Your data is secure and not shared outside the clinic.
You can say no to AI scribe at any time, and it will not affect your care.
Emergencies
If you feel suicidal, plan to self-harm, or may harm others, please tell us immediately.
We may contact emergency services to keep you safe.
Your Responsibilities
Be honest about your health and history.
Follow treatment advice and attend appointments.
Keep your details up to date.
Patient Rights and Responsibilities
Our Commitment to You
At Attention to Health, we promise to:
Treat you with dignity, respect, and compassion.
Provide safe, high-quality, and confidential care.
Listen to your concerns and involve you in decisions about your treatment.
Protect your personal information in line with GDPR.
Be open and honest if something goes wrong.
Your Commitment to Us
To help us provide the best care, we ask that you:
Give us accurate and complete information about your health.
Attend your appointments on time, or let us know if you need to cancel.
Treat our staff and other patients with courtesy and respect.
Follow agreed treatment plans where possible, and talk to us if you have concerns.
Together, we can create a safe, respectful, and supportive environment for your care.