Plan your Visit
Here’s everything you need to know about finding us, your appointment, payments, and policies.
How to find the clinic
Our clinic is located at Regenesis, Unit 42 Stirling Arcade, Stirling, FK8 1AX.
By Car
There is on street parking around the clinic but these spaces are often taken.
There are three convenient parking options nearby:
- Stirling Train Station car park
- Rainbow Slides car park
- Thistle Centre shopping centre
From Stirling Train Station exit the station car park and use the pedestrian crossing. Walk straight up the hill and the arcade entrance will be directly facing you at the top, positioned between The Scottish Gantry and the Turkish barbers. Once inside, walk through to the far end where you’ll find us in the last unit on your right.
From Rainbow Slides car park exit the car park and turn left. Walk along the street until you reach Stirling Train Station (approximately 2 – 3 minutes). Then follow the directions below from the station.
From the Thistle Centre (Marks and Spencers exit) turn left at Greggs and walk along to Caffe Nero. Take a left at Caffe Nero and walk up the hill. Cross over the road and the Arcade toward the top of the hill, entrance in between King Cons and The Personal Touch. The clinic is the first unit on the left when you come through the doors of the Arcade. This route should take approximately 3 minutes. .
If exiting the Thistle Centre from the other side, walk along to German Doner Kebab and cross the road and you will find the Arcade entrance on King Street between the Scottish Gantry and the Turkish barbers. Walk straight through the Arcade and the clinic is the last unit on the right. This route should take approximately 3 – 4 minutes.
By Train
Stirling Train Station is a 4 – 6 minute walk from our clinic. Follow the directions above from the station exit.
Accessibility
Step-free access is available from both the station and Rainbow Slides car park, though please note there is an uphill gradient.
There are disabled parking spaces situated right outside the clinic on the street.
The ground floor of the clinic is wheelchair accessible. Our CAMHS consultation room is located upstairs but we can arrange for appointments to take place in a downstairs consultation room if needed – please let us know about this requirement when booking your appointment.
There is no wheelchair accessible toilet within the clinic. Accessible toilets can be found nearby at Stirling Train Station and the Thistle Centre (next to Sports Direct). Both are within approximately 5 minutes walk from the clinic.
Clinic Environment
We have worked hard to provide a safe, comfortable and clinical environment which meets the standards of Healthcare Improvement Scotland regulators.
There is refreshments, water, tea and coffee available if required and there are toys and games available to keep children occupied.
Our clinic is housed in a historic building within Stirling Arcade. Our consultation rooms are heated well in advance to ensure they are comfortable for your appointment but the building’s period features mean that some areas – particularly the waiting area and corridors – can be cooler during winter months. We recommend wearing warm, layered clothing when visiting during cold weather to ensure your comfort throughout your visit.
About Appointments
For the initial appointment, we need the child in question to attend in most cases to allow us to assess and observe them.
For some very young children, who parents wish to discuss without the child present, we can offer an initial parent appointment but with the understanding that the child must be able to attend a follow up face to face appointment to complete observations and allow us to make recommendations.
If a young person is deemed to have capacity then they also have to attend each appointment unless discussed with the clinician and permission is recorded to discuss things with the parent/carer.
A young person with capacity can also ask to be seen alone and normal rules of confidentiality apply.
We offer both face to face and virtual reviews and preference can be discussed although face to face is preferable for most patients if possible.
A young person needs to be seen face to face at least once for a neurodevelopmental assessment. Certain aspects of a neurodevelopmental assessment can also only be done face to face.
This can be discussed with the clinician. Some young people require physical monitoring such as height, weight, blood pressure and pulse.
If the young person, parent or carer can have these done elsewhere and communicate them to the professional then this can be discussed within the care plan.
We offer 60 minute and 30 minute appointments and this includes time to complete notes, letters and any other paperwork.
If you have a 60 minute appointment, we aim for 45 minutes with you and 20 minutes for 30 minute appointments.
We understand that everyone can be late but clinicians are almost always booked back to back on clinic days and it is important to aim to start and finish on time.
You will still be charged for the full session which cannot be extended beyond the appointment time.
Please note our cancellation and no show policies and fees still apply.
Each individual child or young person presents differently and whilst some clinical presentations may be diagnosed after the initial appointment, most require assessment that takes place over a number of clinical sessions or observations.
It is very important to reach the correct diagnosis for a child – thus we will always act in the child’s best interest to ensure we have all the information and observations needed to offer a diagnostic opinion.
A consultant psychiatrist is a medical doctor with specialist training in mental health.
They can diagnose and treat most common psychiatric conditions and this includes providing prescribed medication when appropriate. However many young people do not require to see a psychiatrist and their mental health needs can be met by specialist team members including CAMHS nursing, psychology, speech and language therapy or occupational therapy.
Please be reassured that we work closely as a team and thus if your child is seeing another member of our team, they can liaise with the psychiatrists promptly around any concerns or when input is needed.
For young people presenting with a mental health concern, the initial assessment process is pivotal to help clinicians fully and accurately understand the underlying contributing factors in a child’s presentation or diagnosis.
At this point a full treatment plan will be discussed with you which may include psychological intervention such as Cognitive Behavioural Therapy, Behavioural intervention or Psychoeducation around mental health or wellbeing factors.
For those young people who would benefit from psychiatric medication this can also be offered if appropriate.
In addition, the input from Speech and Language and Occupational Therapy colleagues to support communication and functional or sensory skills is often pivotal to our treatment plans.
As we approach the end of our intervention or assessment, we will discuss onward planning which may include discharge from our service when appropriate. We aim to work collaboratively towards this.
From time to time we may be requested to continue intervention when we do not feel this is in the best interest of the child. As is good practice, we will clearly communicate when we are not the best service to best meet a child’s needs.
About Correspondence
We require consent from all patients and/or families to offer support, assessment and treatment.
Without this we are not working ethically or within the guidelines of good medical practice. Thus consent is sought from all patients or parents on behalf of younger children to ensure this is in place.
We require accurate GP details for all patients seen within our clinic.
We require consent to share information with GPs for all patients. We will discuss with you any information that is to be shared with the GP, however in the instance of, risk or child protection concerns, we may rarely be required to breach confidentiality to share this information.
Please note that when embarking on a clinical assessment it is pivotal that we agree any outcomes will be shared with the GP as is required by good practice.
As the primary caregiver for your child’s care – they require to be aware of any diagnosis or recommendations from our input. Without this information or consent we are likely to be unable to support your child or young person.
Once you are allocated a clinician in the team, they will contact you from their own personal clinical email.
You should use this to communicate with them moving forwards as your primary source of contact.
We do not charge for brief email correspondence.
However if lengthy and repeated emails are requested by families between appointments then we will discuss a need to bill for the clinical and admin time involved.
We request that if a repeat prescription is required, at least 2 weeks notice is provided to the prescribing clinician in writing via an email.
Without this being provided we cannot guarantee that a repeat prescription will be issued in time. Please note that when a repeat prescription is provided outside of a routine appointment, this will incur a repeat prescription fee and postage fee.
As a team we are very lucky to work with a number of wonderful families that provide us with an opportunity to do the job we love.
Unfortunately a small number of interactions can result in clinicians being subject to abusive contacts including via email, verbal aggression and at times physical aggression.
As a team we have a zero tolerance policy to any form of intimidation, abuse, aggression or threatening behaviours. If this occurs then the police will always be contacted to investigate this directly with those involved.
Any abuse of this kind will result in immediate discharge from the clinic.
We welcome feedback and encourage you to share your experience with us on many platforms.
- We will share a google review link with you to share your feedback online.
- We have specific feedback forms which are helpful for our appraisals and revalidation with our regulatory bodies. We will ask you at points throughout your/ your child’s care to complete patient feedback forms, you will be provided with a link to online forms for these. There is of course no obligation to provide us with feedback.
- There is a suggestion box in clinic where you can leave feedback in writing, forms are available in the suggestion box.
Complaints
Regenesis aim to handle all complaints efficiently, effectively and in a fair and honest way. We take all complaints seriously and use the information gathered from the investigation to help us improve the service we provide. Complaints will be handled confidentially and written response will be provided where appropriate.
Anyone who is unsatisfied by Regenesis can make a complaint. If the client is not happy to make a complaint themselves or they may have an advocate speak on their behalf.
A client can make a complaint either:
- In person
- By telephone, letter or email
The manager will acknowledge a complaint within 3 working days and will provide the name and contact details of the person investigating the complaint to the client. The client will be fully informed of the progress being made in the investigation. The aim is to have the complaint finished within a 28-day timescale unless otherwise agreed with the client.
When the complaint has finished being investigated the manager will arrange to meet with the client to discuss the outcome and will then write to the client with the details of the findings, any action taken and the proposal arising from the complaint.
Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant.
Contact details are:
Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
E: hcis.clinicregulation@nhs.scot
Our full complaint policy is available at reception should you wish to see this.
About Fees
We will send out an invoice at least 2 weeks before the appointment from our patient data system.
This will be to the email you provided. The email will come from Zanda or directly from the clinician .
You will be asked to make payment directly into the account details provided.
Some individual clinician can take card payments via a payment link that can be sent to you, however please note that not all clinicians have this capacity and this should be discussed with the individual clinician.
A 50% deposit is requested and required 2 weeks before the appointment to secure that appointment and allow it to go ahead.
Our service works hard to meet the demands of multiple referrals every day and thus our clinics are very busy with waiting lists to be seen for some individual clinicians.
Unfortunately due to non attendance to appointments, this can result in these clinical slots not being offered to those on our cancellation list. Thus we require payment in advance of all appointments and the individual clinician will send you information about this at the point of booking the appointment.
Without prior payment of the payment or payment of insurer excess fee in advance of the arranged appointment, the appointment will be cancelled.
Our terms and conditions include full payment of any fee if an appointment is not attended or cancelled 48 hours prior to schedule.
There is a 50% charge of the final fee if the appointment is cancelled with 7 days or less notice. This is detailed in the welcome letter that you are required to sign and return before any appointment is made.
This letter will be sent to you at the enquiry stage.
Please discuss this with your individual clinician. Instalments are usually considered for full assessments rather than initial hourly appointments or 30 min reviews. Reports/letters will not be released until payment has been made in full if installments are agreed.