Terms and Conditions
Focus Gently — a trading name of Acute Care Direct Limited Last updated: 29 July 2026
1. Who we are
Focus Gently is a trading name of Acute Care Direct Limited, a company registered in England and Wales (company number 09534719), registered office 41 Harebell Road, Ipswich, IP2 0LS.
We are registered with and regulated by the Care Quality Commission (provider ID 1-24764609935), the independent regulator of health and social care in England.
Our clinicians are registered with, and bound by the professional standards of, the Nursing and Midwifery Council (nmc.org.uk) or the General Medical Council (gmc-uk.org) as applicable to their role.
Contact: info@focusgently.com · 020 8798 0321 · focusgently.com
2. About these terms
These terms govern your use of our website and your booking of any of our services. By booking, you agree to them.
The following documents form part of your agreement with us and should be read alongside these terms:
our Returns and Refunds Policy
our Privacy Policy
our Payment Plan Terms, if you pay in instalments
If there is any conflict, these terms take precedence, except where the Returns and Refunds Policy deals specifically with cancellation or refunds.
3. Our services
Service What it is Adult ADHD Assessment A 90-minute structured clinical assessment carried out remotely, using validated diagnostic tools alongside a full clinical and developmental history, resulting in a written outcome letter stating whether you meet the diagnostic criteria for ADHD. Assessment-and-treatment package The assessment above, combined with initiation of treatment where a diagnosis is confirmed and treatment is clinically appropriate. Titration pathway An initial review and up to three follow-up reviews over 8–10 weeks, with cardiovascular monitoring, side-effect review and dose adjustment. Additional reviews Further reviews where more time is needed to reach a stable dose. Annual review An annual medication review in line with NICE guidance, including an updated letter to your GP. Ongoing prescribing Continued prescribing where you remain under our care and attend your reviews.
Current prices are shown on our booking page. We may change our prices, but a change will not affect a booking already confirmed.
4. Who we can and cannot see
To book with us you must be aged 18 or over and physically located in the United Kingdom at the time of each appointment. We do not assess or treat children or young people, and we cannot accept bookings made on behalf of anyone under 18.
You may book on behalf of another adult only where you have lawful authority to do so and that adult consents. The clinical relationship is with the patient.
We are a remote service, and there are situations where we are not the safest option — for example where there are significant untreated mental health difficulties, complex physical health risks, or a clinical need for face-to-face care. If we identify that at any stage, we will tell you and explain what we suggest instead. Section 8 sets out what happens to your fee.
5. Booking and your contract with us
A contract is formed between you and us when your booking is confirmed and payment is received.
You are responsible for giving us accurate and complete contact and clinical information. An assessment is only as good as the information it is based on, and withholding relevant information may make a diagnosis unsafe or invalid.
6. Prices and payment
The full fee is payable at the time of booking, unless you choose a payment plan.
Payment plans are provided by us directly — an initial deposit at checkout followed by two further instalments, with no interest and no additional charge. There is no third-party lender. Our Payment Plan Terms apply and form part of these terms. Payments are processed securely by our payment provider.
Medication is not included in any fee. It is dispensed and charged separately by the pharmacy.
7. Cancellations, rescheduling and refunds
Your rights to cancel, reschedule and obtain a refund — including your 14-day cancellation right, our 48-hour notice period, and what happens once an appointment has taken place — are set out in our Returns and Refunds Policy, which forms part of these terms.
8. Our promises
These commitments apply to every booking and sit alongside your statutory rights.
We will tell you before you pay if we do not think an assessment will help you. This is a view formed during a short call and is not a clinical opinion.
If your clinician stops your assessment because an ADHD assessment is not the right thing for you, there is no fee and anything paid is refunded in full. You will still receive a written summary. This is a clinical decision made by your clinician; it does not apply to appointments you end yourself.
Your report will be sent within 10 working days of your final assessment appointment. If we miss that, we credit you £100 automatically. The period starts after your final appointment and pauses while we are waiting for information we have requested from you.
If you believe something was missed, your clinician will review your file again and respond in writing, free of charge. A re-review may confirm the original outcome. It does not replace or pause your right to complain under section 15.
9. Your appointment
Appointments are carried out remotely by video. To make your appointment safe and clinically valid, you agree that you will:
be in a private, quiet space where you can speak freely and confidentially, and where you will not be disturbed
not be driving or operating machinery, and not be in a public place
be able to verify your identity on request, using photographic ID
not be under the influence of alcohol or non-prescribed substances
have a working camera and microphone, and remain on video throughout
Your clinician may end and reschedule an appointment without refund if these conditions are not met and your privacy, safety or the clinical validity of the assessment cannot be assured. Where that happens for reasons genuinely outside your control, we will use our discretion.
Recording and clinical notes. We use a secure clinical documentation tool that records and transcribes your consultation to produce your clinical notes. We will tell you about this before your appointment and ask for your consent; you may decline, and your clinician will take notes manually instead. Our Privacy Policy explains how these recordings are stored and used. You may not record your appointment without our prior written agreement.
10. Your responsibilities
You agree to give honest and accurate information, to attend as arranged, and to tell us promptly if you need to change or cancel.
Where we ask for supporting information — questionnaires, information from someone who knew you as a child or knows you well now, or physical observations such as blood pressure, pulse, height and weight — you agree to provide it. We may be unable to complete an assessment, or to prescribe, without it.
11. Assessment outcomes
An assessment establishes whether you meet the diagnostic criteria for ADHD. It does not guarantee any particular outcome. Sometimes the answer is no, and sometimes another explanation better accounts for your difficulties.
The fee is payable whichever conclusion is reached, because it is for the professional assessment and your outcome letter rather than for a particular result. This is set out further in our Returns and Refunds Policy.
An assessment is not a substitute for ongoing care from your GP or other healthcare professionals.
12. Medication and prescribing
Medication is never guaranteed. We prescribe only where it is clinically appropriate and safe, based on your assessment, medical and mental health history, physical observations, risk assessment and a decision made together with you.
Many ADHD medicines are controlled drugs, and prescribing them carries legal and clinical requirements we must follow. By accepting treatment from us you agree that:
you will attend the reviews and monitoring appointments we ask for, and provide the physical observations we require
you will use one pharmacy at a time and tell us if that changes
you will not obtain ADHD medication from any other prescriber at the same time without telling us
you will keep your medication secure and will not share, sell or otherwise supply it to anyone else
lost, stolen or damaged medication cannot routinely be replaced early, and any replacement is at our clinical discretion
you will tell us promptly about any change to your health, other medication, pregnancy or planned pregnancy
We may reduce, pause or stop prescribing where it is no longer clinically appropriate or safe, where required monitoring has not been completed, where reviews have not been attended, or where any of the above is not followed. We will explain our reasons and, wherever possible, give you notice and support a safe transfer of your care.
You may stop treatment with us at any time. Please tell us first so we can help you avoid a gap in your medication.
13. Working with your GP and shared care
We will write to your GP where it is clinically relevant, and we strongly encourage it — your GP holds your full medical record and safe prescribing depends on them knowing what you are taking. We will discuss this with you first. Where you decline GP contact, we may be unable to prescribe safely.
Where you wish to move to shared care, we will prepare a full shared care request with your titration history and monitoring records. Whether to accept it is your GP's decision, not ours. Some practices and some NHS areas decline shared care with private providers, and we cannot override that.
If shared care is not accepted, we can continue prescribing privately for as long as it remains clinically appropriate and you keep up your reviews. The cost of that will be set out clearly so you can decide with the full picture.
14. Important medical information
We are not an emergency or crisis service. If you are in crisis, having thoughts of harming yourself, or need urgent help, contact your GP, call NHS 111, call the Samaritans on 116 123, or in an emergency call 999.
Information on our website is general and is not personal medical advice. Do not delay seeking, or disregard, professional medical advice because of anything you read on it.
15. Complaints
If you are unhappy, please tell us. We have a formal complaints procedure and will give you a copy on request. We aim to acknowledge complaints within three working days and to respond fully within 20 working days.
If you are not satisfied with how we handle your complaint, you can raise it with the Care Quality Commission. You may also raise concerns about an individual clinician with their professional regulator. Your statutory rights are unaffected.
16. Privacy and your records
We take your privacy seriously, particularly your health information. Our Privacy Policy explains how we collect, use, store and share your personal data, including consultation recordings and clinical records, and sets out your rights.
17. Our liability
We provide our services with reasonable care and skill, in line with professional standards.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded — including your rights under the Consumer Rights Act 2015.
Subject to that, we are not liable for losses that are not reasonably foreseeable, or that arise from your failure to give us accurate information or to follow advice given as part of your care. We are not responsible for the content or availability of third-party websites or services linked from our site.
18. Using our website
You may use our website for lawful purposes only. You agree not to misuse it, attempt to gain unauthorised access, or disrupt its operation.
Content on our website — including text, images, logos and branding — belongs to us or our licensors and may not be copied or reused without permission. We try to keep the site accurate and available but do not guarantee it will be uninterrupted or error-free, and we may change or suspend parts of it at any time.
19. Changes to these terms
We may update these terms. The version that applies to your booking is the one in effect when you book. The date at the top shows when they were last revised.
20. Governing law
These terms are governed by the law of England and Wales, and disputes are subject to the courts of that jurisdiction. This does not affect your statutory rights as a consumer.
21. Contact us
Focus Gently info@focusgently.com · 020 8798 0321 Acute Care Direct Limited, 41 Harebell Road, Ipswich, IP2 0LS