Clinic Policies

Consent prior to treatment

The clinic operates a consent policy which will be issued at the first consultation for you, the client, to read and understand prior to proceeding with any treatment.

The consent policy also seeks the client’s approval for taking photographs of the treated area for comparison purposes.

Depending on the outcome of the consent and first consultation, the clinic may take a view and not proceed with any treatment and may recommend another form of treatment or refer them to another clinic.

Client consultation and contract

All consultations will include a full medical history and clients are advised to bring any medication with them so we can assess suitability of treatment. Consultations are conducted in private in a treatment room with a qualified member of staff. Prior to any treatment, the client must read and sign a client consent form.

A contract for treatment will be established between the client and the clinic upon signing the appropriate consent form. Terms and conditions will be fully explained and agreed prior to any treatment taking place.

How much does treatment cost?

For an estimate on how much a treatment may cost, we recommend that you call either of the Chiltern Medical Clinics for our latest prices and special offers. For specific information based on your individual needs, we will be happy to arrange a FREE, no-obligation consultation.

Please note that there is a charge for leg vein consultations and medical skin problem consultations.

Client dignity and confidentiality

This clinic has a policy of patient / client confidentiality and all the information and records are kept safe and confidential. The privacy and dignity of patients are respected at all times.

If the clients do not wish to discuss their confidential details within the reception area, please ask for this service when making the first appointment.

All consultations are carried out in person with clients, by qualified personnel in the privacy of the consultation/treatment room.

Records of all consultation and treatments are kept in clients’ notes.

Client chaperone and accompanying policy

Within this clinic, we encourage the concept of chaperones accompanying the clients, within reasonable boundaries. The situation may arise, where a client is accompanied by a next of kin or friend, or may request for a member of staff (within reason) to accompany them. In such cases, the following rules will apply, where the chaperone will:

  • Have agreement from the client to be present at the consultation
  • To have the ability and mental capacity to act as a chaperone
  • To introduce him / her to the clinic staff and explain the purpose of their presence
  • Maintain the confidentiality and comply with clinic policies
  • A record and details of such event will be kept in the clients’ notes

In any event, the member of staff in charge of the case would make the ultimate decision regarding presence of the chaperone.

Treatment of children

We treat children or young persons.

A medical referral (a letter from the patient’s general practitioner) is required for persons under the age of 12 for laser hair reduction.

A medical referral (a letter from the patient’s general practitioner) is required for persons under the age of 16 for laser treatment, minor surgery and treatment of acne.

We do not permit children to be brought to the clinic and cannot accept responsibility for any children while adults are receiving treatment. All such incidents should necessitate a rescheduling of the patient’s appointment. It is not acceptable for members of staff to child mind while parents are receiving treatment.

Access to Health Records

All clients have access to their health records in accordance with the Data Protection Act 1998 and the Freedom of Information Act.  If you require access to your records, then contact the clinic who will discuss the issue with you and agree on the level of information to which you require access.

This clinic will ensure that information provided to patients and prospective patients and their families is accurate and that any claims made in respect of services are justified.

Advertising policy

The clinic ensures that all its adverts, patient leaflets and services it offers, complies with the Advertising Standards Authority (ASA).

In case of any complaints, all the advertising information will also be released to the ASA by this clinic for verification or investigation, as appropriate.

Patient views and survey results

It is the aim of this clinic to obtain the views of its clients by means of a random patient satisfaction survey form once a year and to use these to inform and improve the provision of treatment and care of prospective clients.

The Practice Manager will ensure surveys are carried out as per the patient satisfaction survey policy, the results of which will be available to clients and their families to view and to Care Quality Commission upon request and for the purpose of their self-assessment and inspection visits.

Complaints procedure

This clinic operates a complaints procedure which is in compliance with the Care Quality Commission standards and the clinic complaints policy.

We do accept that on occasions, there may be issues arising which may lead to clients not being satisfied with the services with which they have been provided.

Clients are asked, in the event of any complaint, to speak or write to the Practice Manager in the hope that an early resolution may be possible.

Clients who require further advice regarding the complaints process should contact the registered manager who will also recommend the services of an independent advocate or the local citizens’ advice bureau.

If your complaint is not resolved to your satisfaction, you can make a complaint to the Local Government Ombudsman and/or the Care Quality Commission.

There are three Local Government Ombudsmen in England who deal with complaints from different parts of the country. However, you should first send your complaint to:

The Local Government Ombudsman,
PO Box 4771
Telephone Number: 0300 061 0614 or 0845 602 1983

The website address for CQC is:


Care Quality Commission
Health Care Processing Team
Newcastle-upon-Tyne-, NE1 4PA
Tel: 03000 616161 – Fax: 03000 616171

Cancellations and failure to arrive at scheduled appointments

Cancellations can be made by phone, email or in person at least 24 hours prior to your scheduled appointment. We would be grateful if you could cancel your appointment as soon as you know you won’t be able to attend to avoid any confusion and to help us maintain our level of service.

Late arrivals

We do our best to accommodate late arrivals. However, there may be times when a late arrival will result in reduced consultation time, or we may have to reschedule your appointment.