Terms and Conditions

These Terms and Conditions (“Terms”) will apply to our supply of the Services (as defined in clause 1 below) to persons who register on the Platform (“User”, “you”) and their dependents. Please read these Terms carefully and make sure that you understand them. You will be asked to agree to these before starting to use our Services (as defined in clause 1 below). If you refuse to accept these Terms, we will not grant you any right or license to access or use the Services.

These Terms and Conditions (“Terms”) will apply to our supply of the Services (as defined in clause 1 below) to persons who register on the Platform (“User”, “you”) and their dependents. Please read these Terms carefully and make sure that you understand them. You will be asked to agree to these before starting to use our Services (as defined in clause 1 below). If you refuse to accept these Terms, we will not grant you any right or license to access or use the Services.

These Terms should be read in conjunction with our Privacy Policy which can be found on our website (Levaclinic.com) or provided upon request at help@Levaclinic.com. We may amend these Terms from time to time as set out in clause D. At Leva, we believe that the security and privacy of your information is paramount. Our Terms and Privacy Policy explain in more detail what information we collect from you and how we use it. Although these are quite detailed, our philosophy is simple – we treat your information the way we wish our own to be treated, with the utmost care and confidentiality.

For the purposes of these terms, we have used the following phrases: “Data Protection Laws” means the General Data Protection Regulation 2016 (GDPR) and any national implementing laws, regulations and secondary legislation, as amended or updated from time to time, in the UK, including the Data Protection Act 2018, and then any successor legislation to the GDPR or the Data Protection Act 1998.

A. Description of Services

We are Leva Clinic (“Leva Clinic”, “Leva”, “we”, or “us”), a fully digital clinic for people suffering from persistent pain. Our Services include: Online and telephone medical consultations, Medical prescriptions, Medical referrals, Medical programmes, apps and websites,

Leva is a clinic owned by IASO Ltd, a Limited company registered in England and Wales with company number 11692304 and whose registered address is IASO Ltd Cannon Place, 78 Cannon Street, London, England, EC4N 6AF

Leva delivers the Services from our websites and apps (the “Platform”).

Your use of the Platform and Services will be subject to these Terms and by using the Platform and Services you agree to be bound by them.

If you enroll in the services and use the Platform and the Services, you are responsible for ensuring that you are authorised to provide us (and our subcontractors) with personal information and you will indemnify us if you do not have such authority.

Leva does not provide any emergency services or care for acute medical conditions or where treatment / diagnosis in-person is required. Leva may directly refer you for appropriate In-Person services provided by independent providers or affiliate partners with your consent. The Services is in no way designed to replace the services of your in-person NHS or private General Practitioner ("GP") or a hospital.

You may be issued with a prescription for medicine by a Leva healthcare provider (HCP). You may also be prompted by us to use a pharmacy partner for delivery or fulfilment of prescription medicines. The HCP will use all reasonable efforts, based on the medical history you have provided and the symptoms you describe, to prescribe medicine appropriate for your condition. However, Leva shall not be responsible for ensuring that you receive the medicine you are prescribed or that the medicine you receive is the same as that prescribed by the HCP. Leva is also not responsible for any instructions in relation to the medication provided by a pharmacist or anyone else associated with the provision of medication you have been prescribed.

For unlicensed controlled drugs, after initiation of the medication by a Leva Clinic doctor on the specialist register, other Leva Clinic healthcare practitioners may take care of the follow-up and prescribe repeat prescription of the unlicensed controlled drug via a shared-care agreement and under the direction of the initiating specialist.

Leva is regulated by the Care Quality Commission (CQC). Further details of Leva registration can be found on the CQC website.

All material contained on the Platform (including names, trademarks, wordmarks, logos, pictures, diagrams and look-and-feel) is the property of Leva and/or its Partners or licensors. Nothing contained on the Platform or made available through the Services should be construed as granting any licence or other right of use without the express written permission of Leva.

The Platform is the property of Leva and you have no right to modify, reproduce, copy or otherwise exploit it or any portion of it and any unauthorised use will terminate any right to use it.

B. Criteria to Use the Services

Leva reserves the right to reject and sign post any individual wishing to access the Services to another healthcare organisation, specialist or GP at any time.

To access our Services and Platform you must meet the clinical criteria that we have established for enrollment and complete the registration process that we prescribe. We may also change the criteria used to determine clinical eligibility to our Services and Platform at any time for any reason.

Even if you have been referred to Leva clinic by a clinical team / NHS trust / doctor / partner, Leva reserves the right to deny you service.

Use of the Services and Platform is open to residents of the United Kingdom (UK) only. If you are resident of another country, you will be refused access to the Services and need to organise your care by another structure. If you are outside of the UK at the time of a consultation, you may be rescheduled for a time when you are back to the UK.

If you are a citizen of any country other than the United Kingdom, you acknowledge that the Services provides access to health care providers who are fully qualified to work in the UK, are NMC / GMC / HCPC registered. These Terms are governed by the laws of England and Wales and the English courts will have exclusive jurisdiction for any legal proceedings relating to the Services, to the extent permitted by applicable law.

We reserve the right to change, replace, suspend, or discontinue the Services or any component of the Services (including, without limitation, any feature, specification, database, or content) at any time and for any reason at our discretion. We will not be liable to you for any change, replacement, suspension, or discontinuation of your rights to access or use the Services. We may also impose limitations on certain features or parts of the Services or restrict your access to part or all of the Services without notice or liability.

Leva will ensure it has validated the identity of any individual before they have an Appointment on the Platform. Leva, in compliance with regulatory requirements, will not be able to provide an appointment to certain existing or new members until an identity verification process has been completed and may sign post you to alternative services (NHS or private) if you have healthcare concerns in the meantime. In this case, validate means the confirmation of an individual’s identity through the verification against an acceptable photographic identification document: passport, driving license, or national identity card, cross checked with the patient.

The Platform and Services can be used by all independent adults over the age of 18 years old who are eligible users/subscribers of the services.

If you are a carer, by adding personal data on behalf of another, you agree that it’s your responsibility to ensure that:

you are authorised to provide that data,

the data is accurate and up to date.

Subject to clauses B.1, B.2 and B.3, you may book and attend an appointment via the Platform with a Leva HCP (as defined in clause I. below) (an “Appointment”). Leva does not take any responsibility for differences between healthcare regulations and variations in different countries. Leva Doctors practice in accordance with UK healthcare regulations and guidelines. The Services is only offered to residents of the United Kingdom, while they reside in the United Kingdom.

C. Patient Data

All information collected and supplied by you to Leva will be treated as confidential and only processed to provide the Services or as described in this section and our Privacy Policy. Please take the time to read these as they include important terms that apply to you and are integrated into these Terms.

By agreeing to our terms and conditions you accept that your personal data will be processed by Leva’s technology partners as stated in our Privacy Policy to ensure our Services can be delivered to you.

For the purposes of the Data Protection Laws, the data controller is Leva.

If you are receiving the Services through a Healthcare Scheme, we will disclose some information to the Partner as set out in this clause C.

To allow the relevant Partner providing you with the Healthcare Scheme to verify your eligibility to use / continue to use the Services, to check you are happy with the Services you are receiving, for analytical purposes and to assist such Partners in improving their products, processes and services, Leva may share with that Partner: the fact you have registered and/or subscribed to the Services, and if you are no longer registered and/or subscribed to use the Services.

The information referred to in clauses C.4 will not be used by any Partner to adversely impact your current or future insurance underwriting, premium or cover eligibility.

Leva may make audio and video recordings of your Appointment for clinical governance purposes which will be treated as confidential and will be held strictly in accordance with, and as long as required, under Data Protection Laws and our internal policies and procedures.

By accepting out terms and conditions, you agree for Leva to share information with your NHS GP or any other medical specialists involved in your care.

Leva may share aggregated anonymised data with third parties, including with the Partner providing you the Healthcare Scheme, in order to monitor the Services and ensure a consistent quality and safety of Services to patients.

Leva may use and may share with the Partner providing your Healthcare Scheme, anonymised comments, feedback and testimonials left on the Platform or in-patient surveys for marketing and Services monitoring purposes.

We assume no liability for or relating to the delay, interruption, failure, corruption of, unintended access to, or disclosure of any data that you or your agents transmit to us until that information reaches us. In addition, by agreeing to receive emails, text messages, push notifications, or other electronic communications from us, you agree to accept any risk and damage arising from the disclosure of those communications in transmission.

D. Change To These Terms

We may revise these Terms and/or our Privacy Policy from time to time in the following circumstances: changes in relevant laws and regulatory requirements, and where, in our discretion, we deem a revision necessary or desirable and notify you of such a revision.

If we make an important revision to these Terms and/or our Privacy Policy under clause D.1, we will notify you via email. Your continued use of the Platform and Services will be deemed acceptance of such revised Terms and/or our Privacy Policy. It is your responsibility to ensure you are content to contract on such Terms at the point of use.

E. Changes To The Platform

We may update the Platform from time to time and may change the content and Services offered through it at any time, to reflect changes in relevant laws and regulatory requirements or to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the Services. We will not make any changes to the Services, which will adversely affect you, without notifying you first.

While every effort is made to avoid errors or omissions with strict performance, security, quality controls and monitoring in place, we are unable to guarantee that the Platform, or any content on it, will be free from errors or omissions.

Any feedback information provided by Users of the Platform may be used by Leva to improve the quality of services.

F. Accessing the Platform

While every effort is made to avoid interruptions or unavailability with strict performance, security and quality controls and monitoring in place, we are unable to guarantee that the Platform, or any content on it, will always be available or be uninterrupted. Access to the Platform is permitted on a temporary basis.

You are responsible for making all arrangements necessary for you to have access to the Platform.

Any medical information given on the Platform whether written, stated or implied, is for information purposes only. The information is provided "as is" and without warranty of any kind by Leva.

Performance statistics and user/patient feedback cited on the Website are based on Leva reporting in-house or third-party surveys and are subject to change without notice.

By using the Platform and Services, you agree that any information you provide is true and accurate, is not misleading, and is offered in good faith.

You are only permitted to access the Platform and use the Services for domestic and private use. You agree not to use the Services for any commercial, business or re-sale purpose.

As a condition to accessing or using our Services and Platform, you must provide us with your email address and phone number. By participating in the Services, you agree and consent to our communicating with you via email, SMS messages, voice calls, push notifications, and other electronic communications that relate to the Services. Emails that we send to you may be unencrypted and may contain personal information, including protected health information, and you agree that we may send these emails to you. As part of using the Services, you agree to receive all agreements, notices, disclosures, and other communications that we provide to you in electronic form, including all communications that we are required by law or these Agreements to provide to you. You also acknowledge that receipt of these communications in electronic form satisfies any legal requirement that the communications be in writing. Your consent to receive electronic notices, disclosures, and other communications applies to any notice or other information that we provide in connection with your application, registration, or enrollment to our Services and Platform.

Communicating via email include some risks as stated in our Privacy Policy. By consenting to these terms and conditions, you accept Leva to send and collect information about your care via email and understand the risks involved with communicating via this channel.

G. Your Account And Password

Leva has the right to disable any user identification code or password, whether chosen by you or allocated by Leva, at any time, if in Leva’s reasonable opinion you have failed to comply with any of the provisions of these Terms.

If you know or suspect that anyone other than you knows your user password or passcode, you must promptly notify Leva at help@Levaclinic.com and change it according to the process described in your account.

In registering on the Platform, you will be requested to provide your first and last name. You agree not to provide or use the name of another person with the intent to impersonate that person.

H. Viruses and bugs

You are responsible for obtaining, installing, operating, and maintaining all software, hardware, or other equipment (collectively, “Systems”) that may be necessary for you to access and use the Services and any internet and/or wireless services via the providers of your choice (the “Connections”). This responsibility includes, without limitation, utilising current versions of web-browsers and appropriate encryption, antivirus, anti-spyware, and internet security software.

We do not guarantee that the Platform will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programs and hardware in order to access the Platform. You should use your own virus protection software.

You must not misuse the Platform by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Platform, the server on which the Platform is stored, or any server, computer or database connected to the Platform. You must not attack the Platform via a denial-of-services attack or a distributed denial-of services attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Platform will cease immediately.

I. Payments

The price of our services are set out on our website and apps. Our prices may change at any time, but this will not affect the price of anything you have already ordered. All prices exclude VAT, where this applies.

Payments for all Appointments and access to the Platform must be made by credit or debit card via the digital invoice sent by Leva via email prior your consultation, Leva accepts most major credit and debit cards.

You should be aware that online payment transactions are subject to validation checks by your card issuer and Leva is not responsible if your card issuer declines to authorise payment for any reason. If such payment is not authorised, your right to the booked Appointment or access our apps and websites shall be cancelled. Please note, it is possible that your card issuer may charge you an online handling fee or processing fee. Leva is not responsible for this.

Prices for services may differ for certain groups of patients if they have been signposted by certain groups or if the payment of the service is provided by third parties

J. Appointments

By making an Appointment you give Leva express consent to provide this Service to you in your chosen time slot and within any cancellation period provided by any English laws or regulations.

You may book an Appointment with a Leva HCP via the Platform. The Appointment will occur via telecommunications or video conference. Appointments will typically be offered between the hours of 9am to 5pm local UK time, however extended hours may be available at our discretion. You can access the appointment booking system to book an appointment, 24 hours per day, 365 days a year.

You may check and correct any input errors in your Appointment order up until the point at which you submit your request for an Appointment by clicking the call-to-action button on the appointment booking page. Appointments are automatically accepted, however Leva is not obliged to accept your Appointment and may at our discretion cancel a booked Appointment.

When you click the call-to-action button on the appointment booking page, we will send an email confirming the appointment details to your registered email address.

It is your responsibility to:

be available to speak to a HCP by your chosen method at the time of the Appointment,

be in a private room where you cannot be overheard and where your privacy is maintained for the duration of the consultation,

check that you have sufficient battery for the duration of the consultation or to be plugged in,

ensure you are signed on the dedicated video consultation program/platform decided between you and your HCP 5 minutes before the time of the consultation,

test both video and voice are functioning. For a telephone consultation, the Leva HCP will call you on your chosen number.

Leva reserves the right to deny any person access to the Platform or the Services in the event that that person makes excessive use of the Services in the reasonable opinion of Leva and/or relative to typical usage patterns in the reasonable opinion of Leva or is abusive or acts inappropriately towards any Leva employee or any agent of Leva. Inappropriate acts include, without limitation: inappropriate, abusive, offensive behaviour or remarks. In the event of excessive, inappropriate or abusive use, Leva reserves the right to terminate provision of Services and use of the Platform (including deletion of the user’s account and information) immediately upon notice.

During your Appointment, your Leva HCP may advise that a follow up appointment may be necessary, within a certain period. Follow up appointments can be booked with your Leva HCP after your consultation. If you are unable to book your follow up consultation after your consultation or need to reschedule, it is your responsibility to book the follow up appointment. Leva may remind you by email and text message if the follow up Appointment is not booked, up to and including the last day of the period.

Leva HCP may contact you by any of your contact methods, including email, phone, post or text message as part of the Services, prior, during and after the appointment. If you wish not to be contacted by a certain mean, please discuss it with your Leva HCP.

K. Amending and cancelling Appointments

You may cancel an Appointment at any time up to 24 hours prior to the time at which your Appointment is due to begin.

You may amend the time slot for your Appointment at any time up to 12 hours prior to your chosen time slot by contacting Leva. If you cancel within 12 hours of the Appointment or once the Appointment has begun, Leva reserves the right to restrict future bookings or to decline the Services. There is no refund of any monies paid. You can however contact us to schedule a new appointment free of charge if you do so prior to the time at which your Appointment is due to begin.

If you are late for an Appointment, the Leva HCP reserves the right to either cancel or to continue with the Appointment. In the case of cancellation, there will be no refund and you may be asked to rebook for another Appointment. In the case of either cancellation or continuation, Leva reserves the right to restrict future bookings or to decline to provide any further Services.

If the Leva HCP has to cancel an appointment you will be able to schedule a new one completely free of charge or get a refund.

To cancel or amend the time of your Appointment as above, you must contact Leva directly or use the cancellation link available in your appointment booking confirmation email.

If you have not been able to attend the Appointment because the Platform is unavailable due to a technical fault caused by Leva, then Leva will offer you a refund.

It is your responsibility to ensure your equipment (computer, laptop, netbook, tablet or other mobile device) meets the necessary technical specifications to enable you to access and use the Platform and the Services. Any failure by you to attend an Appointment because your equipment does not meet the necessary technical specifications will not lead to Leva providing you with a refund.

Where you are a patient using an Offer to purchase an Appointment, your refund on cancellation of the Appointment will be based on the amount you paid for your Appointment. If your Appointment using the Offer was free, you will not receive a refund and you may not be able to book an alternative Appointment using the same Offer.

If a refund is due, Leva will usually make any refund to you using the same method used by you to purchase the Appointment, unless agreed otherwise. A refund may take up to 5 working days to be completed.

L. Health Care Providers

The Leva HCP are fully qualified to work in the UK, are NMC / GMC / HCPC registered. They undergo appraisal in accordance with standard practice for UK health professionals, receive bespoke training in virtual consultation skills and are monitored and appraised.

The Leva HCP are all covered with specific tele-consulting medical indemnity insurance.

The information and advice provided by a Leva HCP during an Appointment should be used to increase your awareness of the options you may have available to you. By its nature, a virtual Appointment may not be sufficient in certain circumstances for your needs and is not appropriate or sufficient for emergency conditions, where a physical examination or intervention is likely to be required or where the issue is not suited to remote Appointment. We strongly recommend you share and/or discuss the information from your Appointment with your local doctor/GP and that you return to your local doctor/GP to discuss any significant differences in recommended medical treatment and your concerns about previous medical treatments by your local doctor/GP if it is the case.

The information and advice provided by a Leva HCP during an Appointment is based on the information you have supplied to Leva. It is your responsibility to ensure this information is correct and complete and you accept that failure to do so (whether intentionally or not) may affect the information and advice the Leva HCP gives to you and, as such, may have consequences for which we are not responsible.

In the event that you do not fully understand any information given during your Appointment, it is your responsibility to raise this during your Appointment and the Leva HCP who will seek to clarify matters for you.

M. Health coaches

The Services enable users to interact with health coaches. Health coaches work with individuals and groups in a patient-centred process to facilitate and empower the patient to develop and achieve self-determined goals related to health and wellness. Health coaches support patients in mobilising internal strengths and external resources, and in developing self-management strategies for making sustainable, healthy lifestyle, behaviour changes.

Health coaches do not provide medical advice or medical treatment. Any information provided by them are for informational puposes only and should not be used for the diagnosis or treatment of any medical condition.

You should always seek the advice of a Leva doctor or other qualified HCP before deciding to start, alter, or discontinue any course of medical treatment or for any questions regarding any medication and medical device.

Health coaches are not a substitute for consulting with a qualified HCP.

If you need a medical review, you can ask a Health Coach to book an Appointment with one of Leva’s HCP.

N. Private Prescriptions

Leva HCP may issue private prescriptions for medicines only when in their professional judgment it is in your best interests to receive the medicine in accordance with the Leva prescribing guidelines that comply with General Medical Council Guidelines on remote prescribing and essential standards of quality and safety as interpreted by the Care Quality Commission. Leva may refuse to prescribe medicines when they believe it is not in your best interests to receive medicines without the benefit of an in-person consultation. Leva strongly advises you to share information with your regular doctor/GP about any private prescriptions you receive.

If a Leva HCP issues you a prescription, depending on a number of factors including your location and the medication you have been prescribed, a prescription may be fulfilled in the following ways: 1) fulfilled locally (e.g. you take your prescription to a local pharmacy) / 2) using a Leva affiliate pharmacy partner ("Pharmacy Affiliate").

Where option N.2.2 set out above is chosen, Leva private prescriptions are processed by a dispensing Pharmacy Affiliate who can ensure delivery of medications to you. The dispensing Pharmacy Affiliate is a separate entity from Leva and to the extent permitted by law Leva disclaims any liability for any acts or omissions of the dispensing Pharmacy Affiliate and has no control over or responsibility for any individual Pharmacy Affiliate, their policies in relation to acceptance or otherwise of private prescriptions, delivery of private prescriptions, opening hours or availability,

Where option N.2.2 set out above is chosen, you authorise Leva to share basic identification data with the Pharmacy Affiliate, taking all reasonable steps to protect your personal information, for the purposes of verifying your identification on collection of your prescription. The Pharmacy Affiliate will contact you directly to process the prescription including confirmation of your details and arranging delivery.

In instances when the Pharmacy Affiliate services are not appropriate or not available, a prescription can be sent to a local pharmacy for similar processing of delivery or collection.

You acknowledge that you and the dispensing pharmacies are solely responsible for arranging to receive medication and paying for such medication and delivery (where a delivery services is used) on such terms that you agree with the pharmacy that dispenses the medication. You are under no obligation to purchase any prescribed medication. If you were not to purchase/use prescribed medication, you should contact your HCP and discuss the underlying reasons.

You will comply with any instructions given in relation to any prescription provided to you including in particular, route, timing and dosages, you will promptly report any side effects of any prescription to a HCP, you will protect anything prescribed to you and not permit any other person access to the prescribed medication, you will not use any medication after its expiry date.

You are advised to inform your registered GP of any medication changes advised by a Leva HCP.

O. Our Liability

Nothing in these Terms shall limit or exclude our liability to you for: o death or personal injury caused by our negligence, o fraudulent misrepresentation, or o breach of terms implied by the Consumer Rights Act 2015.

Leva has no liability for the quality or type of services or goods provided by any third party it may mention, or which may be linked on the Platform.

We are not responsible for delays outside our control. If our supply of the Services is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the supply of Services to you or to cancel an Appointment and you receive a refund for any Appointments you have paid for but not received.

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time of making an Appointment, both we and you knew it might happen, for example, if you discussed it with us during the Appointment process.

Subject to this clause O.4, our total liability for losses you suffer arising from or in connection with the use of the Platform or the Services shall be no greater than £1,000,000.

P. Referrals

Subject to your agreement, Leva can provide referrals to specialists where clinically appropriate and suitable. Leva HCP will always make best efforts to ensure the most appropriate referral and recommendation is made. Leva referrals may not specify a named individual HCP but can be made on an 'open referral’ basis specifying the appropriate healthcare provider category.

Q. Diagnostic Tests

Leva HCP may make referrals for a range of private diagnostic investigations including pathology (e.g. bloods tests, urine) and imaging (e.g. x-ray, ultrasound scans, MRI) by a third-party provider ("Provider"). You acknowledge that you are solely responsible for arranging, undertaking and paying for such tests, if you choose to undertake them, with the appropriate Provider of these tests. Leva may as well refer you back to your GP for them to organise the investigations, depending on the assessment by the HCP.

By requesting a referral to a Provider, you authorise Leva to share your basic identification data with the selected Provider for the purposes of verifying your identification on arrival for your referral appointment. Leva will take all reasonable steps to protect your personal information in accordance with our Privacy Policy.

You are required to book a follow up appointment with a Leva HCP for a review of your investigation results and you understand that results will not be routinely reviewed by Leva.

R. General

You may not transfer or assign any or all of your rights or obligations under any these Terms.

All notices given by you to Leva must be given in writing to the address set out at the end of these Terms. We may give notice to you at either the email or postal address you provide to us when registering on the Platform.

If we fail to enforce any of our rights, that does not result in a waiver of that right.

If any provision of these Terms is found to be unenforceable, all other provisions shall remain unaffected.

These terms are governed by English law and you and we submit to the non-exclusive jurisdiction of the courts of England and Wales. If you live in Scotland you can bring legal proceedings in respect of the Services in either the courts of Scotland, England and Wales. If you live in Northern Ireland you can bring legal proceedings in respect of the Services in either the courts of Northern Ireland, England and Wales.

S. Compliments and complaints

Leva welcomes all feedback and you can contact us by email on help@levaclinic.com

If you have a complaint, Leva will always endeavour to resolve the issue quickly and easily often at the time that they arise.

You should make your complaint in writing by email via or by post to IASO Ltd, Cannon Place, 78 Cannon Street, London, EC4N 6AF. You should be specific and concise and always include patient full name, date of birth, address and complaint details.

If the complaint concerns a clinical issue, the Leva team will ensure that a Leva Senior Healthcare Provider will deal with your concerns promptly and in the correct way.

If you are not the patient, but complaining on their behalf, you must have their permission to do so.

Leva will acknowledge your complaint within 3 working days of receipt and will aim to have fully investigated it within 20 working days from the date it was received. Any delays will always be communicated with you.

When we look into complaints, we will investigate the circumstance, make it possible for you to discuss the circumstances and problem with those concerned, ensure you receive an apology if appropriate and take steps to ensure the problem does not occur again.

You will receive a final letter setting out the result of any investigation.

Formal complaints are normally resolved by direct negotiation with the complainant, but some complaints are better resolved with the assistance of an alternative dispute resolution provider. Leva works with ISCAS (The Independent Sector Complaints Adjudication Services) in order to help in the adjudication of such complaints. You'll be signposted to such services on request by someone from our staff. If you remain dissatisfied, you may refer the matter to the Care Quality Commission, Citygate, Newcastle upon Tyne, UK NE1 4PA. Telephone – 03000 616161.

T. Safeguarding

At Leva, everyone’s welfare is paramount. To raise a concern about neglect or abuse on adults or children, please contact us. You can do contact us at help@levaclinic.com, or by telephone at ‪+44 20 4526 4622.

Abuse can be: o Something that happens once o Something that happens repeatedly o A deliberate act o Something that was unintentional, perhaps due to a lack of understanding o A crime

Abuse can happen anywhere, at any time and be caused by anyone. It might be: o A partner or relative o A friend or neighbour o A paid or volunteer carer o Other services users o Someone in a position of trust o A stranger

No one should have to live with abuse. By reporting abuse, you can help bring it to an end. We all have a responsibility to safeguard others from abuse or neglect.

Abuse can take many forms. It might include: o Physical abuse such as being hit, kicked, locked in a room or inappropriate restraint. o Sexual abuse such as being made to take part in a sexual activity when the adult has not given or is not able to give their consent. o Psychological abuse such as being shouted at, ridiculed or bullied, as well as being made to feel frightened. o Financial or material abuse such as theft, fraud, exploitation, pressure in connection with financial matters or misuse of someone else’s finances. o Neglect involves the failure to provide care or support that results in someone being harmed. o Discriminatory abuse involves treatment or harassment based on age, gender, sexuality, disability, race or religious belief. o Modern slavery includes human trafficking and forced labour. o If these forms of abuse are caused by an organisation, it is sometimes called organisational abuse. o When abuse occurs between partners or by a family member, it is often called domestic violence and abuse. o Self-neglect is when an adult declines essential support with their care and support needs, and this is having a substantial impact on their overall wellbeing.

Always remember: o Abuse is always wrong. o Try to include the person in the decision to seek help. o If someone is injured you may need to help them to get to a doctor or call for an ambulance. o If you think a crime has been committed, you can call the police. o You can always get advice. You can do this anonymously.

When you report abuse, people will: o Listen to you o Take your concerns seriously o Respond sensitively o Make enquiries about the concerns o Consider the wishes of the person at risk o Talk to the police if it is a criminal matter o Support the adult at risk to achieve the changes they want, wherever possible o Develop a plan with the adult at risk to keep them safe in the future o Consider if anyone else is at risk

To report a crime: o In an emergency, call the police on: 999 o If the person is not in immediate danger, call the police on: 101

To report a safeguarding concern or seek advice: Call your local Adult Social Care or contact LEVA by telephone at ‪+44 20 4526 4622 or by email at help@levaclinic.com. Out of hours, contact the police.

U. Contact Leva

Please submit any questions you have about these Terms or your Appointment by email at help@levaclinic.com or write to IASO Ltd, Cannon Place, 78 Cannon Street, London, EC4N 6AF.

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