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Terms and conditions for NHS patients

These terms were last updated on 15/04/2021. These terms are effective from 15th April 2021.

Terms that apply when using the Services

About these terms

These are the terms for the supply for Cognitive Behavioural Therapy services provided online (the Services) through https://my.iesohealth.uk  (or such other websites we may make available to you for providing the Services) (the Site). The Site and the Services are provided by Ieso Digital Health (UK) Limited (ieso, we, us and our). Your use of the Services offered on the Site is subject to these terms and by using the Services you agree to be bound by them.

Who do these terms apply to?

As explained below (See “Introduction”), these terms apply to individuals who have access to the Services through the National Health Service.

These terms do not apply to patients receiving Services as an employee benefit, through private healthcare or as part of a research study.


The Services offered to you on the Site are provided under a contract between ieso and a Payer. When we refer to the Payer we typically mean an NHS commissioner or provider who has entered into a contract with ieso to provide the Services to their patients. Our contract with the Payer lays out many detailed criteria about our responsibilities to you such as, for example, that the Services provided meet National Institute for Health and Care Excellence (NICE) guidelines. (See “Our Responsibilities” below). The Services are provided to you free of charge on the condition that you meet the suitability and eligibility criteria required by the Payer.

Our Services are not intended to replace the services offered to you by your GP, and we therefore recommend that you keep your GP informed about the Services that you are receiving from us.

Our normal practice is therefore to notify your GP at assessment and discharge. You will also receive a copy of this correspondence. Your therapist will ask your consent before contacting your GP to share further information about your treatment and you may decline this. In very rare situations in which we have a serious concern about your safety or the welfare of another (child or adult) we will have a legal duty to act. On these occasions we will seek to discuss this directly with you but if necessary we may need to disclose information to your G.P. or another statutory agency without having done so. If you have any concerns about any of this we would advise you to talk directly to your therapist.

Registration for the services

The registration process enables us to collect your details and assess your suitability and eligibility. The Services are not suitable for everyone. Determining your suitability includes a clinical assessment undertaken by the Payer or ieso.

Your eligibility is usually determined by where you live, the General Practitioner (GP) you are registered with, and / or your age. We have full and sole responsibility to decide not to provide the Services to you and to take as much time as we need to do so.

The registration process also allows us to determine whether your therapy sessions will be delivered by typed message or video modalities. This is usually determined by the Payer but if we are able to offer a choice we shall endeavour to ask your preference. Once this has been determined, it will apply to all your therapy sessions and it will not be possible to change from one mode of therapy to another without authorisation from your Payer.

Upon registration for an account with us, you will be asked to create a password. You must keep your password confidential at all times. You are the only authorised user of your account and, accordingly, you must not disclose your password to anyone else. You should contact us immediately upon discovering any unauthorised use of your account or error in the operation of your password (see “Contacting Us”).

Your personal information

During registration and throughout treatment, you will be providing us with sensitive personal information. We take the responsibility for keeping this information secure and confidential very seriously.

The handling and use of your personal information submitted us is governed by our Privacy Notices.

We recognise the particular sensitivity of our Site holding treatment session transcripts and we only ever share the minimum information necessary to provide the best treatment, care and protection to yourself and others.

Our Privacy Notices give a clear and detailed explanation about what information we collect; how we collect it; when we might share it and to whom; how we store and keep your information secure; your access, rights and choices; cookies on our site; how to ask us questions; and specific information for young people using the service.

What to expect of the services

The first step we take is to assess your suitability and eligibility for Cognitive Behavioural Therapy and if that is not the most appropriate option for you then we will contact you and discuss any other alternatives that may be available. Those options may include advising you to self-refer to other providers offered by the Payer or to your GP.

If you are suitable and eligible for the Services, we will help arrange therapy sessions with an appropriately qualified therapist. In these terms where we use the term “therapist” we mean a psychological professional qualified and trained to practice in the UK and usually that will mean a psychological wellbeing practitioner or high intensity therapist.

The sessions will take place on mutually convenient dates and times. Please be aware that we can also only provide the Services in the English language.

During your therapy session you will be in live communication with your therapist using one of two modalities through either the exchange of typed messages with your therapist (“typed modality”) or through a video-enabled conversation with your therapist (“video modality”).

The modality that will be used is determined during the registration process (See “Registration for the Services”).

During therapy sessions that use “typed modality”, the Site provides you with functionality to use your device to exchange “live” typed messages via the Site with your therapist.

During therapy sessions that use “video modality”, the Site provides you with functionality to communicate with your therapist through the camera and microphone on your device.

After your sessions, the Site provides further functionality that allows you to conduct exercises, complete questionnaires and review the texts and other content you have been provided with by your therapist to enable you to reflect and practice. Your rights to use the Services and any content are provided to you on a non-exclusive basis and you agree not to share, loan, transfer, or otherwise give access to the Site or the Services to anyone else.

Please bear in mind that we do not provide a crisis or emergency service. In an emergency, call 111 - if you urgently need medical help or advice but it is not a life threatening situation, call 999 - if you or anyone else is in immediate danger or harm, call the Samaritans 24 hours a day on 116 123.

Duration of the services

If you are suitable and eligible to receive the Services, the duration of the Services is determined by our clinical assessment.

After your sessions have been completed you will still be able to access your online account to review the content you have been provided with by your therapist. If your sessions took place by “typed modality”, you will be able to access the messages you exchanged with your therapist. If your sessions took place by “video modality” you will, following roll-out of this service, be able to access an audio recording of your session. This can help you remember coping strategies, techniques or processes that you learnt in therapy. If you were to experience a setback between sessions or after you have completed treatment, you may find it useful to refer to your therapy transcripts, audio recordings and messages.

Following commencement of treatment, we may at our sole discretion withdraw the Services from you. In such cases, we will usually refer you back to the Payer or your GP as appropriate and as agreed in our contract with the Payer. Usually this will only be in cases where there has been a change in suitability or eligibility for the Services, a repeated failure to attend appointments or for a breach of Your Responsibilities. In such cases, we will discuss with you any other alternatives that may be available.

You may also withdraw from the Services at any time for any reason but we ask that you contact us to let us know (see “Contacting Us”).

Your responsibilities

Whilst you are receiving Services, you agree with us that you will always:

  • provide honest and accurate information in the registration process to enable us to assess your suitability and eligibility
  • treat the therapists providing the Services and our staff with courtesy and respect
  • do your best to keep your appointments with your therapist
  • ensure that you read and understand our Privacy Notices 
  • keep your password and access details secure
  • provide your own device, software and internet connection necessary to access the Services online and to pay for any data usage charges that you incur with your internet or mobile data provider
  • if you are offered therapy by “video modality”, you will need to have a microphone and camera that work with the device you use to access the Site
  • keep your device’s software up-to-date and compatible with the Site. Details of the types of devices, operating system and software that are supported are available by Contacting Us. We review and update the compatibility with the Site from time to time and reserve the right to make changes.

At the date these terms were published on the Site, the compatible web-browsers are the latest versions of:

  • Microsoft Edge
  • Mozilla Firefox
  • Google Chrome
  • Apple Safari (MacOS)
  • Apple Safari (iOS)
  • Opera
  • use the Services and Site only for your own benefit and not for any other person’s benefit
  • use the Services only for their intended purpose and in accordance with any user instructions that we provide.

Our responsibilities

ieso are responsible for providing the Site and delivering the Services in accordance with our contract with the Payer, clinical best practice and applicable laws and regulations.

In particular, our responsibilities include:

  • Suitability of care – we will assess and monitor your suitability for our services during treatment and refer you to an alternative service if ours is no longer appropriate for you.
  • Quality of care – we use appropriately qualified therapists and our aim is to help them be the best therapists they can be. We have robust clinical supervision processes and continuous professional development programmes to attain this.
  • Security of information – to protect your privacy and confidentiality in accordance with our Privacy Notices.
  • Transparency – to provide you with the ability to understand our Services and the treatment we are providing you. To operate a robust objective complaints process (available here) and to address any problems as they arise. Whilst protecting your privacy in accordance with our Privacy Notices, to accurately and honestly report on our performance to the Payer.
  • Safeguarding – we will assess risk throughout treatment and have appropriate internal training and policies to enable our clinicians to protect people's health, wellbeing and human rights.
  • Availability of the Site and Service – our aim is to provide a service available at times agreed with you and having the functionality and complying with the standards set out in these terms. We cannot guarantee the Site will suffer no downtime, but if unplanned unavailability occurs you can be assured that we will divert effort and resources to restore all services as quickly as reasonably possible although this may still result in the non-availability of content, interruption to the Services or re-scheduling of therapy sessions.
  • Using reasonable skill and care- to provide the Services and to check that use of any digital content provided via the Site does not cause any damage to your device (or other digital content) (also see “Your Responsibilities” as to the types of devices, peripherals, software and web-browsers that are supported).
  • Continual improvement – we use empirical data to improve our service and outcomes for patients.
  • Accessibility - ieso is committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability. We are actively working to increase the accessibility and usability of our website and in doing so adhere to many of the available standards and guidelines.

General information about us

Ieso Digital Health (UK) Limited is a limited company, registered in England. Our registered company number is 10291122, and our registered office is at: The Jeffreys Building, Cowley Road, Cambridge, CB4 0DS.

Our VAT registration number is 247 9689 39.

We are registered with the Information Commissioner’s Office with Registration Number ZA239229.

As it is our policy continually to review and update our Services, we reserve the right to make changes to the Services, and/or to these terms from time to time.

These terms and any document expressly referred to in them represent the entire agreement between you and us in relation to the subject matter of any Contract. We are required by law to advise you that Contracts may be concluded in the English language only and that no public filing requirements apply.

These terms shall be governed by English law, except that if you live in Wales, Scotland or Northern Ireland there may be certain mandatory applicable laws of your country which apply for your benefit and protection in addition to or instead of certain provisions of English law.

Contacting us

Please submit any questions you have about these terms or any complaint or concern in relation to any Service by email to info@iesohealth.com, by freephone to 0800 0745560 (during normal UK office hours) for general enquiries, technical or administrative support or write to us at Ieso Digital Health (UK) Limited, The Jeffreys Building, Cowley Road, Cambridge, CB4 0DS.