Terms and Conditions for the HealthHero ADHD Service
Introduction
Please read these Terms and Conditions carefully as they contain important information on the scope of the services we provide and how we deliver them. Your use of our services is limited in scope to what is described below and subject to your agreement to these Terms and Conditions.
These Terms and Conditions should be read alongside our Privacy Policy.
The Privacy Policy contains important information on who we are and how and why we collect, store, use and share your personal information. It also explains your rights in relation to your personal information and how to contact us or supervisory authorities in the event you have a complaint.
Content
Healthcare Provider Information
Personalised Therapy Programme
Medication Review Appointments
Preparing for an Online Consultation
Post Consultation Documentation
Healthcare Provider Information
The HealthHero Group provides its services in the United Kingdom (UK) and the Republic of Ireland.
The healthcare provider in the UK is HealthHero Solutions Ltd, registered in England, Company No. 03766413. HealthHero Solutions Ltd is regulated in England by the Care Quality Commission. See https://www.cqc.org.uk/provider/1-1837286653. To view our latest inspection summary, please see https://www.cqc.org.uk/location/1-4323884342.
The healthcare provider in Ireland is HealthHero Healthcare Ireland Ltd, registered Company No. 670586.
General Service Information
The HealthHero ADHD service, is a clinically governed, remote-first programme designed for adults aged 18 and over, offering a two-phase care pathway comprising structured assessment and treatment. The assessment phase includes eligibility screening, DIVA-5 diagnostic interviews, and psychiatric evaluation, while the treatment phase provides options for medication titration and ADHD-specific Personalised therapy programme tailored to the individual. The service is delivered by a multidisciplinary team of Consultant Psychiatrists, ADHD Specialist General Practitioners (GPs), Psychiatric nurses, Clinical Psychologists and counsellors. All the clinicians are under the oversight of a Clinical Governance Board. The service adheres to NICE NG87 guidelines, and includes integrated digital features such as online onboarding, prescription management, and asynchronous follow-ups.
All HealthHero clinicians are fully registered specialists with their appropriate regulatory bodies.
The service is designed to provide remote ADHD assessment, diagnosis, treatment and management only.
Service Limitations
The ADHD service is not a replacement for any regular health service(s) you are normally registered with, e.g., a General Practice.
We provide the consultation services using clinicians who are all experienced and qualified healthcare professionals. Our clinicians will provide their professional services to you using due care, skill and ability. Not all presenting conditions can be assessed, diagnosed or treated remotely and this may only be established during a consultation with a clinician. Therefore, you may still need to see a healthcare professional face to face, or you may also be advised to contact the emergency services, if the clinician feels it is necessary.
You must not use our services for emergencies or urgent conditions, such as (but not limited to) those listed below, as this may delay necessary treatment.
If you believe that you are in an emergency or life-threatening situation you should contact your local Emergency Services immediately by dialling 999 or 111 especially if you, or someone:
- has severe difficulty or are not breathing
- is having a heart attack or stroke
- has severe chest pain
- has severe abdominal pain
- has severe bleeding
- has lost consciousness
- is in an acute confused state and/or is having fits which aren’t stopping
- is in suicidal distress
- is experiencing an acute mental health crisis
Regarding mental health, we are also unable to provide service where the patient:
- is experiencing an acute mental health crisis
- is already engaged with another psychiatrist or Community Mental Health team (CMHT).
- has a highly complex case and/or requires a multidisciplinary CMHT.
- has acute psychosis.
- has an active alcohol or substance misuse disorder.
- has a severe enduring mental health disorder.
We will not clinically triage any presenting symptoms or conditions until the consultation with a healthcare professional. Therefore, please be aware that any information disclosed to us in advance of a consultation, either electronically or by telephone is for information purposes only and will not be dealt with in advance of the consultation.
Our customer service team are not clinically trained. If you contact us by telephone and the operator believes in good faith that your presenting symptoms or conditions indicate an emergency or life-threatening situation, they will advise you to contact your local emergency services immediately.
Our Responsibilities
Our primary responsibility is to provide you with Safe and Effective Care.
One of our aims is to supplement the care provided by your regular health service(s), and we are careful not to replace this care. The clinical services provided by HealthHero are not a replacement for any regular health service(s) you are normally registered with, e.g., a General Practice. Therefore, you may still need to see a healthcare professional face to face, and you may also be advised to contact the emergency services if the clinician feels it is necessary.
There is no automatic right to treatment or a particular outcome in healthcare settings. Consequently, there may be occasions when we won’t be able to meet all your medical needs and where this is the case, we may need to refer you back to other health services or decline to provide treatment by not issuing a prescription for medication. We understand that this can be frustrating, but as a regulated healthcare provider, we are required to follow established policies and procedures to comply with the law and to ensure we provide you with safe and effective care.
We may, amongst other measures, monitor the clinical appropriateness or frequency with which you use our services. In exceptional circumstances, where we believe that seeking treatment from our service might be interfering with, if not jeopardising, the care that you receive from specialists and other healthcare professionals, we may come to the reluctant conclusion that it is not in your best medical interests that we continue to provide our service to you. Where this is the case, we reserve the right to deny service to you.
Your Responsibilities
By agreeing to these terms and conditions, you also agree to the following:
- It is a mandatory condition of service that where it is available, you consent to HealthHero clinicians having accesses to your NHS England National Care Record (or the equivalent in Scotland, Wales, or Northern Ireland, for the duration of the episode of care, if required.
- It is also an obligatory requirement of the service that you consent for us to share information regarding your use of the service with your regular health service provider, e.g., the GP Practice you are registered with. Should you subsequently decline to give consent to share information, we will not be able to offer you treatment options which include prescription medication.
It is your duty to ensure that any information you provide is honest, accurate and lawful. If you choose to withhold relevant information from the clinician or subsequently withdraw consent to access your National Care Record, it could affect the care they can give, and they may not be able to provide the services to you.
If you withhold or give incorrect information to us which impacts upon a clinician’s decision to prescribe and you subsequently have an adverse reaction to such medication, neither the consulting clinician nor HealthHero can be held responsible.
You must ensure that you understand your treatment, including the name and brand of any prescribed medication, dosing schedules, and potential warning signs or symptoms.
You must read the Patient Information Leaflet (PIL) provided with your medication in full.
You are required to report any adverse effects, deterioration in your condition, or responses to medication to HealthHero and/or your regular GP.
You must store your medication securely, out of sight and reach of children and vulnerable individuals, in a cool, dry place, and you must not share your medication with others under any circumstances.
If any aspect of your treatment is unclear, you should request further information from the prescribing clinician. Any concerns about your treatment should also be raised directly with them. You are expected to attend all scheduled appointments and must notify the service in advance if you are unable to attend.
You are responsible for obtaining and submitting any necessary physical health observations — including blood pressure, pulse, weight, and height—at the frequency specified by HealthHero and before any online consultations. Failure to provide these observations may result in discontinuation of treatment.
If you do not respond to our reasonable efforts to encourage you to engage with the service, your current episode of care will be closed after 3 months. You may initiate a new episode of care by contacting us again.
The HealthHero team will treat you with dignity and respect and we ask you to afford them the same. We take a zero-tolerance approach to any rude, abusive, disrespectful, or inappropriate behaviour, in any form. Our team will terminate any electronic communications, calls, or consultations where any of the above is experienced and will report instances to the relevant law enforcement authorities if appropriate.
Whether it is related to the care you have received, or the administrative services we provide to support your care, we ask that you allow the team to follow our policies and procedures and that you do not unfairly or unreasonably pressure the team, whether directly or indirectly, to deviate from them. We will only ever act in the best interests of a patient, even if that means we cannot provide the service they want or need.
We reserve the right to deny service to individuals who demonstrate any of the above, or other unreasonable behaviours.
Eligibility
You (the patient) must be over the age of 18 to use this service.
This service is not available outside of the United Kingdom (UK) or Ireland. You must be residing in the UK or Ireland at the time of your consultation to be eligible to use our services.
By accessing our services, you are confirming that you are currently resident in the UK or Ireland and that you will provide us with your home address in additional to the address of where you are located at the time of a consultation, if different.
Pregnant Patients
We may not be able to provide full service if you suspect you may be or are pregnant. HealthHero has defined the duration of pregnancy to be from conception to 8 weeks post-delivery.
If you are pregnant and book a consultation, we will undertake the booked consultation, and the clinician will use their professional judgement when assessing next steps.
HealthHero’s policy is that we should not provide medical advice or diagnosis for conditions that may be impacted or influenced by the fact you are pregnant. It is at the discretion of the consulting clinician to provide you with any medical advice or diagnosis, but our default position is to refer you back to your regular GP or maternity care provider, as pregnancy impacts on many conditions for which a telemedicine service is not well suited to make a safe diagnosis or offer treatment, including advice.
It is also our policy that should you declare to us that you are pregnant or have had a positive pregnancy test, we will signpost you to a local GP or maternity care provider to arrange a ‘booking visit’ and antenatal care if you have not already done so.
Service Availability
The ADHD service is available from 9am to 5pm, UK time, Monday to Friday, excluding Bank Holidays.
Suitability Questionnaire
To be accepted onto the HealthHero care pathway and access the diagnostics package, you will need to complete a short questionnaire which will assess whether your responses correlate with ADHD symptoms.
At the end of the questionnaire, you will be offered the opportunity to provide us with your email address to receive your results.
Diagnosis Package
If your questionnaire results indicates that you may have symptoms associated with ADHD, we will offer you the opportunity to undertake a full ADHD Clinical Diagnosis. This can take up to 12 weeks to complete.
The assessment is split into two steps, and you are under no obligation to proceed to Step 2.
Step 1 of the diagnostic process involves you completing several digital symptom review tools before having an in initial consultation with an ADHD specialist clinician. Delays or a failure to complete the digital symptom review tools may prevent an assessment being made.
Step 2 involves a full diagnostic evaluation with a psychiatrist which includes online consultations. Upon completion, you will receive a full diagnostic report, clinical letters suitable for sharing with your GP or employer, and a personalised treatment plan outlining the recommended next steps.
Treatment plan
The psychiatrist will have recommended a personalised ADHD treatment plan for you that may include:
- ADHD prescription medication
- 6 sessions of a personalised therapy programme, tailored for ADHD
- a combination of both.
You are free to choose any treatment provider, but if you choose HealthHero to continue providing care, we will provide you with the following:
Prescription Medication
If prescription medication is a suitable treatment option, the results of the diagnostic assessment will be communicated back to your regular GP along with a request for a physical examination as medication is being considered. A cardiovascular examination / ECG including blood pressure, heart rate and BMI measurement is required before the commencement of any stimulant or non-stimulant medication for ADHD.
When we initiate a course of treatment, you will have regular reviews in the first 3 months to monitor the effectiveness of the medication prescribed. In medical settings these are called titration reviews. This process involves adjusting the dosage to achieve the ideal balance between therapeutic benefits and any potential side effects. These assessments will help ensure that you receive the maximum positive effects of your medication while minimizing any adverse reactions.
After your final titration review, you will have to have 6 monthly maintenance reviews with our ADHD specialists to continue treatment. See the section Medication Review Appointments for more information.
Each time we issue repeat prescriptions; you will need to complete online review forms. Please note that some patients may require more frequent appointments at additional cost.
All prescriptions will be sent to our partner community pharmacy, Signature Pharmacy. They will contact you to arrange payment for your prescription and deliver it to an address of your choosing within 2-3 working days from the time they receive the prescription. For more information, please see the section below, ‘Prescription Fulfilment’.
We do not send prescriptions to patients or other pharmacies.
Prescription Fulfilment
Our clinicians can only issue private prescriptions, so please be aware that State funding or exemptions do not apply, and any costs associated with fulfilment will be met by you.
Most ADHD medications are 'controlled medications' or 'controlled substances'. As such, we must follow special rules laid down in law when issuing prescriptions for these items. This means it can take several days for our partner, Signature Pharmacy to process them. We strongly advise that you allow enough time to for any repeat prescriptions to be processed by Signature Pharmacy so that you do not run out of medication.
We do not charge for issuing private prescriptions, but using the HealthHero service means you will be entering a contract with Signature Pharmacy for the supply of the medication. We are confident that Signature Pharmacy pricing is competitive and will provide you with value for money, but the medication charges and any delivery costs are outside of the direct control of HealthHero. Fulfilling a private prescription is at the sole discretion of the dispensing pharmacist and HealthHero is not responsible for any refusal to dispense by Signature Pharmacy.
When Signature Pharmacy receives your prescription, you will be contacted by them to pay for the medication and delivery, and you are under no obligation to proceed.
Medication Review Appointments
Where we have prescribed you medication and to continue treatment, it is a requirement that you attend review appointments every 6 months. These are 30-minute consultations by a HealthHero Consultant Psychiatrist, GP or Advanced Nurse Practitioner. A physical assessment will be required from the patient’s regular GP prior to any prescription.
When booking these reviews, please ensure you allow enough time to for any repeat prescription to be processed by Signature Pharmacy so that you do not run out of medication.
Every second ADHD medication review will be conducted by a HealthHero Consultant Psychiatrist. This policy ensures that patients receiving pharmacological treatment—particularly stimulant medications—benefit from periodic oversight by a senior clinician. Our Consultant Psychiatrists are responsible for confirming diagnoses, reassessing treatment efficacy, monitoring for adverse effects, and managing complex cases or comorbidities. This structured approach supports safe prescribing practices, aligns with NICE NG87 guidelines, and ensures that all our patients receive a high standard of care through alternating reviews with both psychiatrists and other qualified prescribers.
Personalised therapy programme
HealthHero offers a six-session, flexible therapy programme, with a semi-structured approach, tailored to your specific needs. The focus is on building self-awareness, developing emotional regulation skills and building a toolkit of practical coping strategies that work for you.
While each person’s experience of ADHD is unique, we aim provide a supportive framework to help you achieve meaningful goals, ready to adapt as your needs evolve.
Appointment Booking
We will offer you appointment times, starting from the next available.
The service is not designed to manage other health concerns. Whilst it is our policy that a consultation should reach its natural conclusion, you may have to book further appointments to address all your health needs if it is not possible to do so in one session, as the clinician will have other patients to consult.
Preparing for an Online Consultation
Please ensure that you are available for the clinician to contact you at the scheduled time of your consultation.
During your consultation, you should ensure you are somewhere private and able to give the clinician your full attention.
You must not be driving, using machinery, or doing any activity which may put your own, or other people’s safety at risk. The clinician will terminate the consultation if they feel you are putting yourself or others at risk.
You should ensure that any pre-assessment questionnaires we asked you to complete are sent back to us prior to the consultation, or as required.
If you are currently taking medication, you should have the details to hand to share with the clinician.
The clinician will use best endeavours to initiate your consultation within 15 minutes of your appointment time.
The clinician will attempt to contact you at least at least twice within your appointment window before closing your case and moving on to the next patient.
Occasionally, the clinician may be able to begin your consultation earlier than planned and will contact you by telephone to confirm if that is convenient. If not, they will commence the consultation as scheduled. Correspondingly, there may be occasions when the clinician is delayed because they are dealing with the acute needs of another patient. Where this is the case, we will keep you informed, but our policy is to prioritise the care of the patient at the point of need. We hope all our service users will recognise the importance of this.
Fees
The current service fees are as published on our service website:
https://www.healthhero.co.uk/landing/pricing
HealthHero fees do not include the costs of any prescription medicine or delivery.
Payment
Payment processing services are provided by Stripe and will be subject to its terms of use (https://stripe.com/payment-terms/legal) and privacy policy (https://stripe.com/gb/privacy).
By inputting payment details, you are consenting to the payment details being processed by Stripe. When you provide payment details, you must have the appropriate authority to use your chosen payment method. If you have any questions relating to these Services, please contact Stripe at privacy@stripe.com.
Where additional consultations are required outside of the standard package, you agree to HealthHero, through their payment intermediary Stripe, pre-authorising your debit card, credit card or digital wallet (“your card”) with the charge for the service. Your card or wallet will be charged after your consultation. Failure of the pre-authorisation process will prevent the Service being booked. Any unpaid balance shall become payable within seven (7) days of completion of your appointment.
Cancellation and Refunds
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Before making a consultation booking, you must ensure that:
a) your use of the service will be in accordance with these Terms and Conditions, and
b) you have the correct technology or equipment to access the services,
otherwise, you will not be entitled to a refund, other than as described below.
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You are entitled to cancel an appointment up to 48 hours before the booked time and any Stripe payment pre-authorisation will be cancelled with no charge applied.
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Should you wish to rearrange or cancel a booking, you must do so within the App or call our administration team on 0330 332 9996.
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You will not be entitled to a refund if the clinician establishes that the identity of the patient does not match the details provided to us at the time of booking the consultation. Where this is the case, the clinician will terminate the consultation, and you will be charged the full fee for service.
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You will not be entitled to a refund where the consultation has been completed, and the clinician has exercised due care, skill and ability in providing you with a professional opinion or advice in relation to the presenting condition.
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If you are otherwise unhappy with the service we have provided, please contact our administration team on 0330 332 9996 to request a case review. We will use reasonable endeavours to complete the review within 5 working days from your request. Depending on the outcome, and unless otherwise stated in these terms, we may agree to reimburse some, or all the charges made. Where this is the case, they will only be paid to the cardholder or person who made the original payment, and the refund will be made through the Stripe service.
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If we are unable to deliver the Services for technical or operational reasons, we will contact you directly to reschedule your appointment as soon as possible in advance of your booking. Where we are unable to reschedule the appointment to a convenient date and time, we will cancel the booking and provide you with a full refund.
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We may end the contract for the Services at any time by writing to you if:
(a) you breach any of the terms of this agreement; or
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services.
Online Services
The availability of our online services cannot be guaranteed as mobile data and internet connections are controlled by third parties with whom HealthHero has no direct relationship or contract.
Video Services
When a video appointment is confirmed, we will send you an email with a link to access the service. Very occasionally, email systems can experience delays outside our control. If you have not received your email, you should contact us before the consultation is due to commence.
Should a video consultation not be possible for any reason, the clinician will initiate or attempt to continue the consultation over the telephone.
Images and Documents
Providing images or relevant documents can, where appropriate, help the consulting clinician to make a diagnosis. Should our patient care team think it would be helpful, they will provide you with instructions on how to send them to us or you can attach items directly when using an App.
Unless specifically requested by the consulting clinician to assist in making a diagnosis, images of an intimate nature must not be sent to us. Please do not send any images of areas of the body which would normally be covered by a bikini or swimming trunks.
The quality of any images or documents you send may not permit a diagnosis and any you provide are for the sole purpose of the consultation. Images and Documents sent to us will be processed and stored in accordance with our Privacy Policy.
Translation Service
The ADHD service is an English Language service only and as such, translation services via an interpreter are not available.
Post Consultation Documentation
Following your consultation with a clinician you will be sent a copy of the consultation notes, and if issued by the clinician, any medical documents, such as a Treatment Plan.
The information contained in these documents is fully encrypted and will be made available to your device from the HealthHero platform if you have access to a mobile application (App) or sent by email to the address you have provided. You should ensure that any device you use to access your post consultation notes is suitably protected from potential interception.
Concerns and Complaints
Should you wish to make a complaint or would like to raise a concern you can contact us directly on the telephone number you have been given to access the service or through the partner organisation who provides you with access to our services. You can also e-mail your concerns directly to our Patient Care Team at complaints.epc@healthhero.com. Alternatively, you can also write to us:
For patients based in the UK:
The Complaints Manager
HealthHero Solutions Ltd
Inspired,
Easthampstead Road,
Bracknell,
RG12 1YQ
For patients based in Ireland:
The Complaints Manager
HealthHero Healthcare Ireland Ltd
2 Dublin Landings
North Wall Quay
Dublin 1
D01 V4A3
We will endeavour to acknowledge your complaint or concern as soon as it is received. We hope to be able to resolve it to your satisfaction within three working days of receipt, but if we are unable to do so, we will formally respond to you and follow our complaints procedure, which can be found here:
https://www.healthhero.com/Complaints-Procedure/
Limitation on Liability
Nothing herein excludes or limits our liability for death or personal injury caused by our negligence or for fraud or fraudulent misrepresentation or for any other liability which cannot be excluded or limited under applicable law. Nothing herein shall affect your statutory rights.
Except as may be expressly set out in these terms, all conditions, representations, and warranties relating to the service are excluded to the maximum extent permitted by law.
We shall not be liable for any defects or errors in the services, nor interruptions in or unavailability of the services, nor any breach of any obligations due to a cause beyond our reasonable control.
When using our services, except to the extent permitted by law, we shall not be liable for:
(i) any loss, damage or distress incurred by you arising from reliance on information or the availability of the services; or
(ii) any indirect, consequential, or economic loss, damage or distress incurred by you (including any such loss, damage or distress arising from unauthorised use of or damage to your data or content); or
(iii) any consequential loss, damage or distress incurred by you arising from where you have not provided us with a full and accurate medical history or where you withhold any relevant information; or
(iv) any loss, damage or distress arising from use or attempted use of the services for emergency or urgent conditions or any consequential delays to necessary treatment.
Our total liability to you in connection with the services whether under contract, tort, statute, common law or otherwise (and including for negligence or wilful default) shall not in any circumstances exceed GBP500,000.
Applicable Law
For the avoidance of doubt, the provision of our services from the UK shall be governed by and construed in accordance the laws of England and Wales and each of the Parties submits to the exclusive jurisdiction of the courts of England and Wales.
For the avoidance of doubt, the provision of our services from Ireland shall be governed by and construed in accordance with, the laws of Ireland and each of the Parties submits to the exclusive jurisdiction of the Irish courts.
The published timings are correct as of the date of last update stated below but may be subject to change.
Links checked and Terms and Conditions last updated on 12th November 2024.