FAQs Bupa Specialist Mental Health Service

Before we can register you with our Specialist Mental Health Service, your Bupa pre-authorisation code must be validated. 

Once your code has been accepted, we’ll create your patient record and send you a welcome email. This will explain how to set up your MedQare patient portal account. 

A pre-authorisation code is provided by Bupa to confirm that your assessment has been authorised under your cover. 

Your code is valid for a limited period. This means you’ll need to complete the required steps and book your assessment before the code expires. 

If your pre-authorisation code is not accepted, you’ll need to contact Bupa and let them know. They’ll be able to look into this for you and provide a new code if needed. 

Once you have an updated code, please contact us so we can help you complete your registration. 

The MedQare portal is the secure platform we use to communicate with you throughout your care. 

You’ll use your portal to: 

• view and update your patient profile 
• complete your pre-assessment forms 
• manage your appointments 
• receive messages and updates from our team 

Please check your portal regularly, as we may contact you there if we need more information. 

If you need help logging in, resetting your password or setting up two-factor authentication, please visit the Information Hub on our website. 

For general enquiries, please create a note in your portal for our patient support team. 

Yes. You may wish to share our Information for Families and Carers leaflet with someone you trust. 

This leaflet explains what family members or carers can do if they are concerned that your mental health is deteriorating. It also includes links to helpful organisations and support resources. 

With your consent, family members and carers can book a 25-minute appointment with one of our psychiatrists. Our fee is £180, This gives them an opportunity to discuss concerns, treatment options and support strategies. 

Before you can book your assessment, you’ll need to complete your pre-assessment checklist. 

This includes: 

• checking your profile details
• uploading photographic ID and proof of address
• completing your pre-assessment forms 

We also need to make sure we have your medical summary.

Your medical summary helps your clinician understand your medical history, current health and any medication you may be taking. 

When you register with us, we request your medical summary from your GP practice. As we are a private provider, GP practices are not required to send this information directly to us. Some GP practices will only release your medical summary to you. 

If your GP practice does not send your medical summary to us, you’ll need to request a copy and send it to us directly. 

Where available, you may be able to download your medical summary from the NHS App. 

If this is not possible, you can request a copy directly from your GP practice. 

You can then upload it to your MedQare portal or email it to us at bupa.admin@psychiatry-uk.com. 

Depending on your age, we’ll ask you to complete the following forms:

Adults (aged 18+):

• Medical History Form 
• Patient Health Questionnaire (PHQ-9) 
• Generalised Anxiety Questionnaire (GAD-7) 
• Clinical Outcomes in Routine Evaluation Questionnaire (CORE-10) 

Young people (aged 11-17):

• Children and Young People’s Medical History Form 
• Developmental History Form 
• Young Person’s Clinical Outcomes in Routine Evaluation Questionnaire (YP-CORE) 
• RCADS Child Questionnaire 
• RCADS Parent Questionnaire 
• Strengths and Difficulties Questionnaire (Self 11-17) 
• Strengths and Difficulties Questionnaire (Parent/Carer 4-17) 
• Strengths and Difficulties Questionnaire (Teacher 4-17)

Children (aged 7-10):

• Children and Young People’s Medical History Form 
• Developmental History Form 
• RCADS Child Questionnaire 
• RCADS Parent Questionnaire 
• Strengths and Difficulties Questionnaire (Self 11-17) 
• Strengths and Difficulties Questionnaire (Parent/Carer 4-17) 
• Strengths and Difficulties Questionnaire (Teacher 4-17) 

Your forms help your clinician prepare for your assessment and build a clearer picture of your current needs. 

They may ask about your mental health and wellbeing, symptoms, medical history, medication, previous support or treatment, and any risk or safety concerns. 

Once your checklist is complete and we have everything we need, we’ll send you a booking link by email and text message. 

You can use this link to view available appointment times, view consultant profiles and choose an appointment. 

Your booking link will remain active for 21 days. 

Please be aware that your Bupa pre-authorisation code is also only valid for a limited period. If your assessment appointment is not booked before your pre-authorisation code expires, we will not be able to proceed with your assessment. 

If your booking link expires, we will send you a replacement link. 

However, please be aware that your assessment still needs to be booked before your Bupa pre-authorisation code expires. 

Your assessment will take place online by video call on Microsoft Teams. 

We recommend using the Microsoft Teams app. You do not need a Microsoft Teams account to attend your appointment. 

You can also use the latest Microsoft Edge browser. 

Your assessment will usually last around 50 minutes to 1 hour. 

You’ll need: 

• a computer, laptop or tablet with a camera and microphone 
• a stable internet connection 
• a quiet, private space where you can speak openly 
• your mobile phone nearby, in case your clinician needs to contact you 
• photographic ID to show at the start of your appointment 

We recommend testing your device before your appointment. Please use the link on our website.

Your consultant will introduce themselves and explain how the assessment will work. 

They will ask about your current difficulties, your mental health history, your medical history and any support or treatment you have had before. 

They may also ask about your mood, anxiety, sleep, appetite, relationships, daily routines, medication, alcohol or substance use, and risk or safety. 

Some questions may feel personal. Your consultant will ask these questions sensitively, so they can understand your needs and recommend appropriate next steps. 

Please let your consultant know. 

They will not pressure you to answer a question if you feel unable to. They may explain why the question is being asked or come back to it later in the assessment. 

Yes. If you need communication support or practical adjustments, please let us know as early as possible before your appointment. 

This may include support such as: 

• extra time to process information 
• questions being repeated or rephrased 
• written prompts or clearer instructions 
• adjustments for sensory, communication or learning needs 
• support for deaf or hard-of-hearing patients 

We will discuss your needs with you and make reasonable adjustments where we can. 

You can read our Accessible Communications and Assessments leaflet for more information. 

For information about changing or cancelling your appointment, please read our Booking, Cancellations and Non-attendance (DNA) Policy. 

Please be aware that if you miss your appointment, or ask to cancel within 48 hours of the appointment time, this will be recorded as a Non-attendance (DNA). If you miss two appointments within a single episode of care, your referral will be closed and you will need to speak to the Bupa team to discuss your options. 

To cancel your appointment, sign in to your patient portal and open the Appointments section. Select the appointment you wish to cancel, then select Cancel Appointment and confirm your cancellation. 

If you’d like to book a different appointment, select Cancel Appointment, then Send new booking link. We’ll automatically send you a new booking link so that you can choose another available appointment. 

Once you’ve booked your new appointment, we’ll send you a confirmation email with the details of your appointment. 

If you miss your appointment, or ask to cancel within 48 hours of the appointment time, this will be recorded as a Non-attendance (DNA). 

If you are not able to attend within 10 minutes of the start time, your appointment may not be able to go ahead, or an additional appointment may be needed. 

Please be aware that if you miss two appointments within a single episode of care, your referral will be closed and you will need to speak to the Bupa team to discuss your options. 

After your assessment, your consultant will explain their findings and recommended next steps. 

Your written assessment report will usually be sent to you through your MedQare portal. A copy will also be sent to your GP. 

Your report will include: 

• the outcome of your assessment 
• any diagnosis, if appropriate 
• recommended treatment or support options 
• medication recommendations, if relevant 
• advice about follow-up or review appointments 
• useful resources or signposting 

Under your Bupa cover, you are entitled to up to six review appointments per year. 

Each review appointment will need a new pre-authorisation validation code from Bupa. 

Before booking a review appointment with Psychiatry UK, please contact Bupa to request a new code. 

If your consultant prescribes medication through Psychiatry UK, this will be managed separately from your Bupa-funded review appointments. 

We’ll set up a new self-funded medication pathway and contact you when we’re ready to issue your prescription. 

We sincerely hope that you never have cause to make a complaint about our service. However, if you do have a concern, please notify us promptly so we can resolve it.  

For more details, please see our Complaints and Disputes Policy. 

If you would like to leave an external review you can submit this via an independent website such as Trustpilot or I Want Great Care. 

• If you need urgent advice or support, please follow the guidance on our website.  

For general enquiries, please add a note to your portal for our patient support team. 

The team is available Monday to Friday, 9am to 5pm.