Last updated: August 2026
At Phoenix Mental Health Services, we believe in being transparent and fair about all aspects of your care, including fees, cancellations and insurance. We understand that private healthcare and insurance can sometimes feel confusing, so we aim to make things as simple as possible. Our team is always happy to answer any questions about fees, payment or insurance before you book.
When you become a patient, you’ll receive our full Consent and Fees information to review before your appointment. Below is a summary of the key things to know.
Payment for Appointments
If you are self-funding, appointments are normally paid for in advance, with payment due at least 3 working days before your appointment. Our system will usually automatically cancel an appointment if payment has not been received by the deadline. This is designed to protect you from attending an appointment and unexpectedly becoming responsible for a fee.
If your appointment is automatically cancelled and you would still like to proceed, please contact us. We cannot guarantee that the original appointment will still be available, but we will do our best to arrange another suitable appointment.
This does not normally apply where we have agreed to bill an insurer, case manager, solicitor or another funder directly.
Changing or Cancelling an Appointment
We understand that plans can change and will always try to be as helpful as possible.
- If you would like to reschedule: please give us at least 3 full working days’ notice. We can normally move your appointment without charge.
- If you would like to cancel without rearranging: please give us at least 5 full working days’ notice, as this gives us a reasonable opportunity to offer the appointment to another patient.
- If an appointment is changed or cancelled after the relevant deadline, the full appointment fee will normally remain payable.
- If you do not attend an appointment without giving the required notice, the full appointment fee is payable.
Working days are Monday to Friday, excluding bank holidays.
We appreciate that genuine emergencies and exceptional circumstances can happen. If something unexpected prevents you from attending, please contact us as soon as you can.
Using Private Medical Insurance
We work with a number of major private medical insurers and are happy to support you in using your policy. Before your appointment, please provide your insurer details, policy or membership number and any required authorisation information.
It is important to check with your insurer that your treatment is covered and whether your policy has an excess, benefit limit or other restriction.
Where possible, we will bill your insurer directly. However, insurers do not always pay the full cost of treatment. If your insurer advises that an excess, shortfall or other amount is payable by you, you will be responsible for that balance. Similarly, if a claim cannot be paid because, for example, your policy or authorisation has expired or the treatment is not covered, you may be responsible for the relevant fee.
If you are unsure about your insurance arrangements, please ask us. We are happy to explain the information we have received from your insurer and help you understand what happens next.
Please note that insurers do not normally cover charges for appointments that are cancelled late or not attended. Where such a fee applies, this will therefore usually be payable by you directly.
Additional Fees
Some services outside your appointment, such as certain prescriptions, letters or reports, may have an additional fee. Where an additional charge applies, we will aim to make this clear before the work is undertaken.
Our fees are reviewed annually on 1 January.
When You Join Us
Once you’re booked in, we’ll send you our Consent Form and accompanying information to review before your appointment. This provides more detail about your care, fees, cancellations, insurance, payment responsibilities, privacy and your rights as a patient.
We encourage you to read this information and ask us about anything that is unclear. We would always rather you contact us with a question than be uncertain about a fee or your arrangements.
Questions?
We’re happy to talk through anything before you book.
Email:
enquiries@phoenix-mhs.com
Phone: 0370 162 0673 (Ext. 1)
Post: Phoenix Mental Health Services, Suffolk House, 54-55 The Green, Wooburn Green, High Wycombe HP10 0EU