1. Terms and Conditions

Information

• All patients are required to provide contact details; including address, telephone and email in order to secure an appointment.
• All clients will complete a Medical history form at their first appointment, this is necessary to inform the consultation and treatment planning process.
• All information will be treated as confidential and protected in accordance with Data Protection legislation.
• Patient information will not be shared with third parties without written permissions and you will not receive unsolicited information from us.
• You may choose to remove yourself from our mailing list at any time, by unsubscribing.

Appointments (Please refer to our booking policy)

• Please provide as much notice as possible, if you need to cancel or reschedule your appointment, so that we may make best use of our appointment diary.
• Please do NOT attend the clinic for an appointment if you are unwell. If you are unsure, please call and discuss. Many treatments are contraindicated if you are unwell; this includes colds, cold sores or local skin infections (Please also refer to the booking policy)
• Routine review appointments are offered after treatment with Botulinum Toxin as a courtesy. If you are unable to attend the review appointment at 2-3 weeks, no additional treatment or 'top up' is provided once the review period of 2-3 weeks has passed.

Children

• We do not treat children or young adults under the age of 18
• Please do not bring children to the clinic unless they are old enough to be left unsupervised.
• Children will not be allowed to accompany you into the treatment rooms.

Payment

• You will be advised of the full costs of any treatment plan proposed and agreed, including that of any maintenance treatment, before any treatment is undertaken.
• Payment is taken, in full at the time of treatment.
• The clinic accepts cash, or major debit and credit cards.
• A deposit will be taken for all treatments, refundable against treatment cost.

Refunds

Fees charged for treatment are for the delivery of a treatment and the accompanying service, which is inclusive of;

• Consultation and assessment
• Provision of information and advice
• Safe treatment with evidence based products
• Follow up appointments and aftercare advice and support as appropriate

Whilst we undertake to provide excellent service; factual, honest and ethical advice, safe, expert treatment in experienced hands and only the best products, we cannot guarantee your results and cannot offer refunds if the results achieved fail to meet your expectations.

Skincare products are non-refundable and non-returnable.

Feedback

Any feedback is much appreciated, both positive and negative. Feedback is used to review and improve quality of service. You may submit feedback verbally, via email, via the clinic website or via the Save Face website.

2. Booking Policy

Consultations

We offer a 1hour skin consultation with our advanced skin specialist Katherine Warner. There is a £60 charge for this appointment redeemable against skincare/skin treatments. If you cancel your consultation within 24 hours or fail to attend, the charge will be retained.

We offer complimentary 30 min in-clinic/zoom consultations with our Nurse Prescriber and Skin Therapist. If you cancel your consultation within 24 hours or fail to attend, a £50 deposit will be required to rebook the consultation (The terms and conditions of booking a treatment appointment then apply).

Treatment Appointments

All treatment appointments require a £50 deposit on booking before approval. This is fully redeemable against the treatment on the day.

Cancellations/Rescheduling

Appointments can be cancelled (with no rebooking) up to 48 hours of your appointment.

Appointments can be rescheduled up to 24 hours before your appointment.

When appointments are cancelled/rescheduled within 24 hours, you will lose the deposit paid to secure the appointment and you will be required to give a deposit for your next appointment.

Deposits are fully refundable only in the following circumstances - if 48 hours’ notice is given for any cancellations or if you are deemed unsuitable for treatment.

Review Appointments

All botox review appointments for dose adjustment need to be carried out between 2 and 3 weeks after treatment to prevent treatment resistance.

Lateness Policy

Please be aware that in the unfortunate event you are late, we cannot guarantee that your treatment will be performed that day. If you are more than 15 mins late, you will lose the deposit paid to secure the appointment and you will be required to give a deposit for your next appointment. Please inform us if you are running late on 01234 385718.

No Shows

You will lose the deposit paid to secure the appointment if you fail to attend your scheduled appointment and you will be required to give a deposit for your next appointment.

Courses of treatments

All treatments purchased as a course must be paid for in full at the first treatment. All treatment courses must be taken within 12 months of the date of purchase; any treatments left untaken after 12 months will be forfeited.

Treatment courses and packages are only refundable for medical reasons. Any refund agreed is calculated by deducting the full list price of all treatments already taken, plus any charged for non-attendance, from the total price of the course of treatment, with the difference returned to you.

3. Complaints Policy

Policy Statement

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, patients have a right to be listened to and to be treated with respect. Service providers should manage complaints professionally so customers’ concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring customers receive the service they are entitled to expect. Complaints are a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

Aims & Objectives

• We aim to provide a service that meets the needs of our patients and we strive for a high standard of care.
• We welcome suggestions from patients and from our clinicians and staff about the safety and quality of service, treatment and care we provide;
• We are committed to an effective and fair complaints system; and
• We support a culture of openness and willingness to learn from incidents, including complaints.

Promoting Feedback

Information is provided about the complaints policy and external complaints bodies that patients can go to with a complaint, such as Save Face ltd in a variety of ways, including;

• On our website;
• Through our patient feedback links;
• By clinicians and staff inviting feedback

If you have a concern or wish to make a complaint

Please advise us as soon as possible, an appointment will be made for you to be seen. It may be possible to discuss over the phone, or by email, if your concern is not related to a treatment outcome.

If your concern is related to a treatment outcome, we will need to see you in order to assess and document for the medical record.

Be assured

• We will listen to your views on your experience and concerns
• We will document your views and concerns in the medical record and confirm with you that this record reflects your views and concerns accurately.
• We will treat you with respect, sensitivity and maintain confidentiality.
• All complaints are handled without prejudice or assumptions about how minor or serious.
• The emphasis will be on identifying the problem and how we might resolve the problem.
• We will establish what kind of resolution you expect.
• If possible, your clinician will provide you with an explanation of what has happened, based on the known facts.
• If appropriate, your clinician will provide you with support, advice and/or propose a management plan depending on the assessment and diagnosis of the concern presented.
• We will provide you with a written summary of the assessment and discussion within 48 hours.
• You may request a copy of your medical record and report should you wish to seek a second opinion.

Staff refer complaints to the clinic owner if:

• After attempting to resolve the complaint, they do not feel confident in dealing with the complainant; or
• The outcome you are seeking is beyond the scope of their responsibilities Or;
• They or you believe the matter should be brought to the attention of someone with more authority.
• You will be provided with the contact details of the clinic owner referred too

The clinic owner coordinates resolution of formal complaints in close liaison with the patient, treating clinician and other staff who are directly involved.

The clinic owner carries out investigations of complaints to identify what happened, the underlying causes of the complaint and preventative strategies

Information is gathered from:

• Talking to clinicians and staff directly involved
• Factual written reports provided by staff involved in the incident
• Listening to the complainant’s views on their experience and concerns
• Establishing what kind of resolution is expected
• Reviewing medical records and other records; and creating a coherent timeline of treatment episodes, reviews and communications.
• Gathering and reviewing any supporting documents and records
• Reviewing relevant policies, standards or guidelines.

At the conclusion of an inquiry or investigation, the complainant and relevant clinicians and staff are provided with all established facts, the causal factors contributing to the incident and any recommendations to improve the service, and the reasons for these decisions.

Records and Privacy

• The clinic owner maintains a complaints and patient feedback register ( e.g. Save Face portfolio), with records of informal feedback (Suggestions for improvement and patient feedback forms) and formal complaints.
• All interactions with the complainant, including face to face, telephone, email or text are documented in the patient record.
• Personal information on individual complaints is kept confidential and is only made available to those who need it to deal with the complaint.
• Complainants are given notice about how their personal information is likely to be used during the investigation of a complaint.
• Individual complaints files are kept in a secure filing cabinet in the clinic owner’s office and in a restricted access section of the computer system’s file server.
• Patients are provided with access to their medical records [in accordance with the confidentiality policy]. Others requesting access to a patients’ medical records as part of resolving a complaint are provided with access only if the patient has provided authorisation [in accordance with the confidentiality policy].

Timeframes

• Formal complaints are acknowledged in writing or in person within 48 hours.
• The acknowledgment provides contact details for the person who is handling the complaint, how the complaint will be dealt with and how long it is expected to take.
• If a complaint raises issues that require notification or consultation with an external body, the notification or consultation will occur within three days of those issues being identified.
• Formal complaints are investigated and resolved within 14 days.
• If the complaint is not resolved within 20 days, the complainant, clinicians and staff who are directly involved in the complaint will be provided with an update.

The process of resolving the problem will include:

• An expression of regret to the patient for any harm or distress suffered;
• An explanation or information about what is known, without speculating or blaming others;
• Considering the problem and the outcome the patient is seeking and proposing a solution; and confirming that the patient is satisfied with the proposed solution.