Grampian Cosmetic Clinic

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FAQs

Policy on Bringing Children to your Appointment

In guidance with our Conditions of Registration with Health Improvement Scotland (for full details visit http://www.healthcareimprovementscotland.org). Children are not permitted to attend with you during any consultations, treatments or procedures.

We request that you do not bring children with you into the Clinic. Due to the medical nature of the premises it is not appropriate to leave children unattended in our waiting area whilst attending your appointment.

We thank you for your co-operation in allowing us to assure the safety and care of visitors to the Grampian Cosmetic Clinic.

Appointment Cancellation Policy

Please take a little time to read over our cancellation policy.

We request that you provide us with at least 24 hours’ notice if you have to cancel or re-schedule an appointment. If you do not provide this or fail to attend your appointment, you will be charged a fee of £15 on the first occasion and £30 thereafter.

We will not book any further appointments for clients who fail to attend or give insufficient notice on 3 occasions. In this case all cancellation fees must be paid in full, before any additional appointments can be booked.

Terms and Conditions

Cancellation and Failure to Arrive For Appointment

Grampian Cosmetic Clinic strives to provide a service at competitive prices: however, when patients fail to arrive for appointments, this leads to unused clinical time.
Therefore, we request that you provide us with at least 24 hours notice if you have to cancel or re-schedule an appointment. If you do not provide this or fail to attend your appointment you will be charged a fee of £30.

Appointment Times

Late arrival for a booked appointment may result in reduced treatment time or forfeit your appointment. Grampian Cosmetic Clinic will endeavour to ensure that your appointment runs to time; however, for reasons beyond our control, we may require to cancel or postpone your appointment at short notice. In this event, we will make every effort to contact you in advance.

Child Policy

In guidance with our Conditions of Registration with Health Improvement Scotland (for full details visit http://www.healthcareimprovementscotland.org). Children are not permitted to attend with you during any consultations, treatments or procedures.

We request that you do not bring children with you into the Clinic. Due to the medical nature of the premises it is not appropriate to leave children unattended in our waiting area whilst attending your appointment.

We thank you for your co-operation in allowing us to assure the safety and care of visitors to the Grampian Cosmetic Clinic.

Courses of Treatment

Pre-paid courses of treatment are valid for 2 years only.

Complaints

Our aim is to give you the highest possible standard of service and we try and deal with any problems as quickly as possible.

If you are unhappy with a treatment or any aspect of your care, please bring this to the attention of Dr James Beattie (Medical Director) or Michelle Lorimer (Clinic Manager). You will be given a full copy of our Complaints Policy to take with you.

Privacy Policy

Grampian Cosmetic Clinic Limited is committed to a policy of protecting the rights and privacy of employees, clients, suppliers, business contacts and other people the company has a relationship with in accordance with the Data Protection Act 2018.

We commit to:

  • Comply with both the law and good practice
  • Respect individuals’ rights
  • Protecting clients, staff and other individuals
  • Being open and honest with individuals whose data we hold
  • Notify the Information Commissioner voluntarily with any concerns

Personal data is any information (including opinions and intentions) which relates to an identifiable person. This data is subject to certain legal safeguards and other regulations, which impose restrictions on how organisations may process it. As a Data Controller, we are responsible for ensuring compliance with the data protection requirements outlined in this policy. Any breach of this policy, whether internal or external, will be taken seriously and may result in further action.

Grampian Cosmetic Clinic has adopted the following principles to govern its collection, use, retention, transfer, disclosure and destruction of personal data:

  • Lawfulness, Fairness and Transparency: we will tell you how your personal data will be processed, and for what purpose.
  • Purpose Limitation: we will specify what any collected personal data will be used for and limit the processing of such data to only what is necessary.
  • Data Minimisation: we will not store any personal data beyond what is strictly required.
  • Accuracy: we will engage in processes for identifying and addressing out-of-date, incorrect and redundant personal data.
  • Storage Limitation: we will store personal data in a way that limits or prevents identification of the data subject.
  • Integrity & Confidentiality: we will use appropriate technical and organisational measures to ensure the integrity and confidentiality of personal data is maintained at all times.
  • Accountability: we can demonstrate that the six data protection principles (outlined above) are met for all personal data we have responsibility for.

This policy helps protect Grampian Cosmetic Clinic from data security risks, including data breaches, where personal data may get into the wrong hands, through poor security or inappropriate disclosure of information.

Data Protection

As a Data Controller, under the terms of the Data Protection Act 2018, we have an assigned Data Protection Officer (DPO) and are registered with the Information Commissioners Office (ICO). Our data registration number is Z9356596.

Our DPO has the following responsibilities:

  • Handling any subject access requests
  • Approving unusual or controversial disclosures of personal data
  • Approving contracts with any external Data Processors

and in conjunction with the company’s IT consultants, is also responsible for:

  • Ensuring all IT systems, services and equipment used for storing data meet acceptable security standards.
  • Performing regular checks and scans to ensure security hardware and software is functioning properly.
  • Evaluating any third-party services, the company is considering sing to store or process data. For instance, cloud computing services.

Digital Marketing

Grampian Cosmetic Clinic will not send promotional or direct marketing material to an individual through digital channels (such as mobile phones, email and the Internet), without first obtaining their consent. Even with this consent, an individual will be informed they have the right to object at any stage, to having their data used for such purposes, and the process for being removed from all further communications. It should be noted that where digital marketing is carried out in a ‘business to business’ context, there is no legal requirement to obtain an indication of consent to carry out digital marketing to individuals provided that they are given the opportunity to opt-out.

The Marketing Manager, in conjunction with the DPO, is responsible for:

  • Approving any data protection statements attached to communications such as emails and letters.
  • Addressing any data protection queries from journalists or media outlets like newspapers.
  • Ensuring marketing initiatives abide by data protection principles.
  • Data used for marketing purposes is kept completely separate from data maintained in clinical records. Clients are to be asked if they wish to receive marketing information and must opt in before being added to any marketing lists. This is classed as legal consent to receive marketing communication, until such time that an individual instructs otherwise.

Any such marketing data only extends to a first and last name, and an email address. It is never shared with any third parties, and only recorded in two places.

  1. On our e-clinic client database - where it is recorded during a face-to-face client consultation, and only if a client has opted in to receive marketing communications
  2. Our marketing list (consisting of a first and last name, and email address) is held in our third-party email marketing provider, namely MailChimp. (Please see MailChimp’s privacy policy for more information about how your data is held)

EU citizens have the right to request what information is held about them and how it is used, which also applies to information used for marketing purposes.

Data Subject Requests

Any subject for whom we hold personal data on has the right to request a copy of that information. Such requests must be in writing, and should be made by email, addressed to the data controller at admin@grampianclinic.co.uk. We can supply a standard request form if asked, although individuals do not have to use this.

Subject access requests may extend to the following criteria:

  • Information access
  • Objection to processing
  • Objection to automated decision-making and profiling
  • Restriction of processing
  • Data portability
  • Data rectifcation
  • Data erasure

No administration fee will be charged for considering and/or complying with such a request unless the request is deemed to be unnecessary or excessive in nature.

Data subjects are entitled to obtain, based upon a request made in writing to the Clinic Manager and upon successful verification of their identity, the following information about their own personal data:

  • The purposes of the collection, Processing, use and storage of their Personal Data.
  • The source(s) of the Personal Data, if it was not obtained from the Data Subject.
  • The categories of Personal Data stored for the Data Subject.
  • The recipients or categories of recipients to whom the Personal Data has been or may be transmitted, along with the location of those recipients.
  • The envisaged period of storage for the Personal Data or the rationale for determining the storage period.

A response to each request will be provided within 30 days of the receipt of the written request from the Data Subject. If we cannot respond fully to the request within 30 days, the DPO shall nevertheless provide the following information to the Data Subject, or their authorised legal representative within the specified time:

  • An acknowledgement of receipt of the request.
  • Any information located to date.
  • Details of any requested information or modifications which will not be provided to the Data Subject, the reason(s) for the refusal, and any procedures available for appealing the decision.
  • An estimated date by which any remaining responses will be provided.
  • An estimate of any costs to be paid by the Data Subject (e.g. where the request is excessive in nature).
  • The name and contact information of the Grampian Cosmetic Clinic individual who the Data Subject should contact for follow up.

Law Enforcement Requests & Disclosures

In certain circumstances, it is permitted that Personal Data be shared without the knowledge or consent of a data subject. This is the case where the disclosure of the personal data is necessary for any of the following purposes:

  • The prevention or detection of crime.
  • The apprehension or prosecution of offenders.
  • The assessment or collection of a tax or duty.
  • By the order of a court or by any rule of law.

Where your data is held

Your data is held on secure servers operated by Namesco Limited and will be stored under robust security measures. For more information, please see Namesco Limited Privacy Policy Internet Security

The transmission of information via the internet is not completely secure. Any emails we send or receive may not be protected in transit. Although we will do our best to protect your personal information, we cannot guarantee the security of your information transmitted to our website; any transmission is at your own risk.

Google Analytics

This site uses Google Analytics to track user interaction. We use this data to determine the number of people using our site, to better understand how they find and use our web pages and to see their journey through the website.

Google Analytics records data such as your geographical location, device, internet browser and operating system, none of which personally identifies you. Google Analytics also records your computer’s IP address which could be used to personally identify you but Google do not grant us access to this.

Disabling cookies on your internet browser will stop Google Analytics from tracking any part of your visit to pages within this website.

Read Google’s overview of privacy and safeguarding data

Read Google Analytics use of cookies - Google’s developer guides

Health and Safety Policy Statement

It is the policy of Grampian Cosmetic Clinic to ensure, so far as is reasonably practicable, the Health & Safety of all employees and visitors, who may work on, visit, or use the premises, or who may be affected by our activities and actions. It is our intent to demonstrate an on-going and determined commitment to improving Health & Safety at work throughout our organisation. We will ensure the Health & Safety at work of all employees and any other people who may be affected by our work activities. It is the businesses policy to comply with the requirements of Health & Safety at Work Act 1974. By complying with the requirements of the Health & Safety at Work Act Grampian Cosmetic Clinic aims to minimise as far as are reasonably practicable accidents, incidents and near misses.

In order to achieve this aim it is our policy to provide the appropriate resources to achieve a healthy and safe working environment, provision of safe equipment, the use of safe systems of work and provision of information, training and supervision. Each employee will be issued with a Health & Safety induction. It is the responsibility of the management team to protect the Health & Safety of any visitors, contractors and members of the general public to the business that may be affected by the actions of the employees of the business.

Whilst the management team will make every effort to protect the welfare of the employees, it is recognised that Health & Safety is the responsibility of every individual associated to the business. It is the duty of each employee to take reasonable care of their own safety and that of those who may be affected by their actions. It is also the responsibility of every employee to report any accidents, incidents and near misses to the management team. All accident, incidents and near misses will be recorded and are essential in the continued monitoring of this policy.

This policy shall be monitored continually by the management team and reviewed on an annual basis. This policy should be visible within the work premises, signed and dated by the Clinic Manager of Grampian Cosmetic Clinic.

Complaints Policy

Our aim is to give you the highest possible standard of service and we try and deal with any problems as quickly as possible.

If you are unhappy with a treatment or any aspect of your care, please bring this to the attention of Dr James Beattie (Medical Director) or Michelle Lorimer (Clinic Manager) verbally or in writing or contact Healthcare Improvement Scotland (HIS). (please see contact details)

We will knowledge receipt of your complaint within 2 working days.

We will highlight the complexity of the matter and indicate which route below is likely to be taken:

  1. You will be invited in for a discussion with Dr Beattie and are welcome to bring an advocate.

  2. We will respond in writing to a straightforward complaint within two weeks, i.e. 10 working days.

  3. If the matter is more complex and requires involvement with other parties, statements and gathering information, we will respond within 3 weeks. If there is any anticipated delay to giving a full answer or response (i.e. a key statement may be unavailable if someone is absent) we will indicate this and give a date when this will be completed.

  4. If this response is not to your satisfaction Dr Beattie will invite you for a further meeting and ask you to bring a friend or colleague. Dr Beattie may ask a professional colleague to attend.

  5. If you remain unhappy, Dr Beattie may suggest a medical colleague to see for a second opinion.

  6. You may also follow the complaints procedure of the British College of Aesthetic Medicine – (please note that Clinics in Scotland are not regulated by the Care Quality Commission)

Procedure for Handling and Investigation of Complaints

Introduction:

All complaints will be dealt with quickly and effectively between the individuals concerned and any justified grievances will be promptly remedied. The aim of this procedure is to resolve complaints locally to a satisfactory conclusion wherever possible.

Any complaints of unprofessional conduct against a doctor will be referred to the General Medical Council. Complaints about nursing staff will be referred to the Nursing and Midwifery Council.

Procedure for Handling of Complaints:

• All complaints will be fully investigated by Dr James Beattie. • All complainants will receive a written acknowledgement within 2 working days of the complaint being received. • The complainant will receive a written response within 20 working days or a written explanation of why the response is taking longer and when they can expect a response. A full response being made within 5 working days of a conclusion being reached. • All staff involved in a complaint will be informed of the outcome and any appropriate advice on preventing recurrence. • On completion of a complaint a full written report will be made including any recommendations and actions by Dr James Beattie. • Where a complainant is not satisfied at the conclusion of the complaint process, they have several options depending upon the nature of the complaint:

A complaint may be made at any time in writing to Healthcare Improvement Scotland (HIS), the body responsible for the regulation of Independent Clinics (see below).

Where a complaint may relate to be a breach of the Articles, Regulations or Policies of the British College of Aesthetic Medicine or where it refers to a matter concerning the conduct or performance of a member who has a legally prescribed connection to the College as their Designated Body, patients may raise their concerns directly with the College within 21 days of the conclusion of the local process (see below).

Where the complaint may relate to a breach of professional standards of conduct, clinical competence or fitness to practice, patients can raise their concerns with the appropriate professional regulator (Doctors – General Medical Council, Nurses – Nursing & Midwifery Council (see below)

Patients retain the option of seeking legal advice relating to a complaint about the service provided by any healthcare provider. Contact Details:

Organisation:
Grampian Cosmetic Clinic Ltd 1 High Street Inverurie AB51 3QA Tel: 01467 629892 Email: michelle@grampianclinic.co.uk

Healthcare Improvement Scotland Independent Healthcare Team Gyle Square 1 South Gyle Crescent Edinburgh EH12 9EB
Tel: 0131 623 4342 Email: hcis.clinicregulation@nhs.net

The Secretary, The British College of Aesthetic Medicine Shorne Village Surgery Crown Lane Shorne Kent DA12 3DY
Tel: 01474 823900 Web: www.cosmeticdoctors.co.uk

The General Medical Council 350 Euston Road London NW1 3JN Tel: 0161 923 6602 Web: www.gmc-uk.org

The Nursing & Midwifery Council 23 Portland Place London W1B 1PZ Tel: 0207 7333 9333 Web: www.nmc-uk.org

Notes:

  1. The British College of Aesthetic Medicine is not a professional regulator for its Members; it does however have the power to investigate concerns relating to the conduct or performance of some members with which it has a legally prescribed connection in relation to GMC relicensing and revalidation. The College will review all complaints which it receives and consider whether it relates to a matter which is within the College’s remit. If the College is unable to look at the complaint, the complainant may be referred to the appropriate regulator or agency.

Staff will provide help to any patient or relative of a patient wishing to make a complaint.

Contact Us
call: 01467 629892

First Floor, 1 High St, Inverurie AB51 3QA

Opening Times
  • Mon: Closed
  • Tues: 9:30am – 8pm
  • Weds: 9:30am – 2.30pm
  • Thurs: 9:30am – 8pm
  • Fri: 9:30am – 2:30pm
  • Sat: 9.30am - 1pm
  • Sun: Closed