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Terms and conditions

These Terms and Conditions (“Terms”) will apply to our supply of the Service (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 Service (as defined in clause 1 below). If you refuse to accept these Terms, you will not be able to register to access our Service.   

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 info@levaclinic.com. We may amend these Terms from time to time as set out in clause D. We at Leva 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 Service

We are Leva, an online video and telephone medical consultation, information, prescription and referral service (the “Service”).   

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   

  

  1. Leva delivers the Service from our website www.levaclinic.com (the "Website") a tele-healthcare cloud-based platform (the “Platform”). 

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

  3. 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.  

  4. 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 Service is in no way designed to replace the services of your in-person NHS or private General Practitioner ("GP") or a hospital.  

  5. You may be issued with a prescription for medicine by a Leva doctor. You may also be prompted by us to use a pharmacy partner for delivery or fulfilment of prescription medicines. The doctor 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 doctor. 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.

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

  7. 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 Service should be construed as granting any licence or other right of use without the express written permission of Leva.  

  8. 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 Service

  1. 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.

  2. To access our Services and Platform you must meet the condition-specific clinical criteria that we have established for enrolment 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.

  3. 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.

  4. Use of the Services and Platform is open to residents of the United Kingdom (UK). 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.

  5. 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.

  6. 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.

  7. 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.

  8. 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.

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

  10. you are authorised to provide that data,

  11. the data is accurate and up-to-date.

  12. 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.

C. Patient Data

  1. 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.

  2. 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.

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

  4. 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.

  5. 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.  

  6. 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.

  7. 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.

  8. 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.

  9. 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.

  10. 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.

  11. LEVA may share aggregated anonymised data in scientific publications describing our service, its users and their outcome.

  12. 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

 

  1. 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.

  2. 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 Service 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

  1. We may update the Platform from time to time, and may change the content and Service 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 Service. We will not make any changes to the Service, which will adversely affect you, without notifying you first.  

  2. 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.   

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

F. Accessing the Platform

  1. 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.   

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

  3. 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.     

  4. 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.   

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

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

  7. By signing up to these terms and registering on the Platform, you agree to receive service update communications by email and/or text message which will contain important information about your appointments, the Platform and the Services.

  8. 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

  1. 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.   

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

H. Viruses

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

  2. 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.   

  3. 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-service attack or a distributed denial-of service 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

  1. 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.

  2. 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.

  3. 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.

  4. 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

 

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

  2. You may book an Appointment with a Leva Health Care Provider 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.  

  3. 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 "Book Appointment" 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.   

  4. When you click the "Book Appointment" button, we will send an email confirming the appointment details to your registered email address.   

  5. It is your responsibility to be available to speak to a doctor by your chosen method at the time of the Appointment. It is your responsibility to be in a private room where you cannot be overheard and where your privacy is maintained for the duration of the consultation. It is your responsibility to check that you have sufficient battery for the duration of the consultation or to be plugged in. For video Appointments, it is your responsibility to ensure you are signed on the dedicated video consultation program/platform decided between you and your doctor 5 minutes before the time of the consultation. Prior to your Appointment, it is your responsibility to test both video and voice are functioning. For a telephone consultation, the Leva Doctor will call you on your chosen number.    

  6. Leva reserves the right to deny any person access to the Platform or the Service in the event that that person makes excessive use of the Service 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 Service and use of the Platform (including deletion of the user’s account and information) immediately upon notice.    

  7. During your Appointment, your Leva Health Care Provider may advise that a follow up appointment may be necessary, within a certain period. Follow up appointments can be booked with your Leva Health Care Provider 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.   

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

K. Amending and cancelling Appointments 

 

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

  2. 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 Service. 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 within 2 hours of your Appointment.    

  3. If you are late for an Appointment, the Leva Clinic Health Care Professional 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 Service.

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

  5. 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.   

  6. It is your responsibility to ensure your equipment (computer, laptop, netbook, tablet, telephone, smart phone or other device) meets the necessary technical specifications to enable you to access and use the Platform and the Service.

  7. 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 Service. 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.

  8. 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 will not be able to book an alternative Appointment using the same Offer.

  9. 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. Healthcare Providers

 

  1. The Leva Healthcare providers 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.   

  2. The Leva Health Care Providers are all covered with specific tele-consulting medical indemnity insurance.     

  3. The information and advice provided by a Leva Health Care Provider 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.   

  4. The information and advice provided by a Leva Health Care Provider 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 Health Care provider gives to you and, as such, may have consequences for which we are not responsible.   

  5. 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 Health Care Provider who will seek to clarify matters for you.   

M. Private Prescriptions

 

  1. Leva Doctors 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.   

  2. If a Leva Doctor 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").

  3. Where option L.2.2 set out above is used: 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;   

  4. 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.   

  5. 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.   

  6. 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 service 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.   

  7. 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 doctor; you will  protect anything prescribed to you and not permit any other person access to the prescribed medication; you will not use any prescription after its  expiry date.   

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

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N. Our Liability

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

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

  3. We are not responsible for delays outside our control. If our supply of the Service 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 Service to you or to cancel an Appointment and you receive a refund for any Appointments you have paid for but not received.   

  4. 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.   

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

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O. Referrals

  1. Subject to your agreement, Leva can provide referrals to specialists where clinically appropriate and suitable. Leva Heathcare providers will always make best efforts to ensure the most appropriate referral and recommendation is made.

  2. Leva referrals do not specify a named individual Health Care Provider but are made on an 'open referral’ basis specifying the appropriate Health Care Provider category.

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P. Diagnostic Tests

  1. Leva Health Care Providers 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.     

  2. 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.   

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

 

Q. General

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

  2. 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.    

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

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

  5. 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 Service in either the courts of Scotland, England and Wales. If you live in Northern Ireland you can bring legal proceedings in respect of the Service in either the courts of Northern Ireland, England and Wales.   

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R. Complaints

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

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

  3. You should make your complaint in writing by email via patients@levaclinic.com or by post to IASO Ltd, 47 St. Albans Avenue, W4 5JS, London, UK. You should be specific and concise and always include patient full name, date of birth, address and complaint details. 

  4. If the complaint concerns a clinical issue, the Leva team will ensure that a Leva Lead Doctor will deal with your concerns promptly and in the correct way.   

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

  6. 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.   

  7. 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.   

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

  9. 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 Service) in order to help in the adjudication of such complaints. You'll be signposted to such service 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.  

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S. Safeguarding

 

At Leva, everyone’s welfare is paramount.​ To raise a concern about neglect or abuse ​on adults or children, please contact this number​: ‪+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 service 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 on ‪+44 20 4526 4622‬​ Out of hours, contact the police​. For more information​: https://www.england.nhs.uk/safeguarding/

 

 

T. Contact Leva


Please submit any questions you have about these Terms or your Appointment by email to info@levaclinic.com or write to Iaso Ltd  at: 1 Shorrolds Road, SW67TR.