Policy on Bringing Children to your Appointment
For the safety and comfort of all, please refrain from bringing children under 10 to the clinic. If you must do so, please ensure there is a second adult with you to look after them while you have your consultation and/or treatment.
Appointment Cancellation Policy
Please take a little time to read over our cancellation policy.
Please allow a minimum of 24 hours notice, if you can no longer make your appointment. Less than 24 hours, or not turning up to your appointment, will result in a cancellation fee. The first time this happens, the fee will be £15, but on any subsequent occasions this fee will rise to £30.
A client who does not turn up or give sufficient notice 3 times, will not be allowed to make another appointment, until all cancellation fees have been paid.
We do try and provide a service at competitive prices, however when patients fail to arrive for appointments, our medical practitioners are left idle. If we were to make allowance for patients not arriving for their appointments, it would mean that our prices would have to increase.
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.
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.
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.
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.
Data Protection and Information Management 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 or may need to contact in accordance with The Data Protection Act 1998. Any breach of The Data Protection Act 1998 or Grampian Cosmetic Clinic Limited’s Data Protection Policy is considered to be an offence and in that event, disciplinary procedures apply.
Data protection law
The Data Protection Act 1998 describes how organisations – including Grampian Cosmetic Clinic Limited – must collect, handle and store personal information.
The rules apply regardless of whether data is stored electronically, on paper or on other materials.
To comply with the law, personal information must be collected and used fairly, stored safely and not disclosed unlawfully.
The Data Protection Act is underpinned by eight important principles. These say that personal data must:
- Be processed fairly and lawfully
- Be obtained only for specific, lawful purposes
- Be adequate, relevant and not excessive
- Be accurate and kept up to date
- Not be held for any longer than necessary
- Processed in accordance with the rights of data subjects
- Be protected in appropriate ways
- Not be transferred outside the European Economic Area (EEA), unless that country or territory also ensure an adequate level of protection.
Managing data protection
This policy applies to:
• All staff of Grampian Cosmetic Clinic Limited • All contractors, suppliers and other people working on behalf of Grampian Cosmetic Clinic Limited
It applies to all data that the Clinic holds relating to identifiable individuals. This can include: • Personal details such as name, age, address, telephone numbers, email address and general medical practitioner; • Details of past and current medical conditions; • Clinical photographs; • Information about the treatment provided or proposed to be provided (including cost); • Notes of conversations or incidents that might occur for which a record needs to be kept; • Records of consent to treatment; • Any correspondence with other healthcare professionals: such as referrals to or from specialists, for example. • Plus any other information relating to individuals
Data protection risks
This policy helps protect Grampian Cosmetic Clinic from data security risks, including:
• Breaches of confidentiality – For instance, information being given out inappropriately. • Failing to offer choice – For instance, all individuals should be free to choose how the company use data relating to them. • Damaged Reputation – For instance, the company could suffer if hackers successfully gained access to sensitive data.
Everyone who works for or with Grampian Cosmetic Clinic has some responsibility for ensuring data is collected, stored and handled appropriately.
However, Dr James Beattie is the Director of the Clinic and is ultimately responsible for ensuring it meets its legal obligations. He is also the clinic’s data controller, registered with the Information Commissioner. The data controller is responsible for:
• Reviewing all data protection procedures and related policies, in line with an agreed schedule. • Arranging data protection training and advice for the people covered by this policy. • Handling data protection questions from staff and anyone else covered by the policy. • Dealing with requests from individuals to see the data Grampian Cosmetic Clinic Limited holds about them. • Checking and approving any contracts or agreements with third parties that may handle the company’s sensitive data.
The Clinic Manager, Sharon Hanton, in conjunction with the company’s IT consultants Clark IT, is 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.
The Marketing Manager, Mara Sturton, in conjunction with the Clinic Manager, Sharon Hanton, 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.
General staff guidelines
• The only people able to access data covered by this policy should be those who need it for their work. • Data should not be shared informally. • Grampian Cosmetic Clinic Limited will provide training to all employees to help them understand their responsibilities when handling data. • Employees should keep all data secure, by taking sensible precautions and following guidelines below. • In particular, strong passwords must be used and they should never be shared. • Personal data should not be disclosed to unauthorised people, either within the company or externally. • Data should be regularly reviewed and updated if it is found to be out of date. If no longer required, it should be deleted and disposed of. • Employees should request help from their line manager or the data controller if they are unsure about any aspects of data protection.
These rules describe how and where data should be safely stored. Questions about storing data can be directed to the data controller.
When data is stored on paper, it should be kept in a secure place where unauthorised people cannot see it.
These guidelines also apply to data that is usually stored electronically but has been printed out for some reason:
• When not required, the paper or files should be kept in a locked drawer or filing cabinet. • Employees should make sure paper and printouts are not left where unauthorised people could see them, like on a printer. • Data printouts should be shredded and disposed of securely when no longer required.
When data is stored electronically, it must be protected from unauthorised access, accidental deletion and malicious hacking attempts:
• Data should be protected by strong passwords that are changed regularly and never shared between employees. • If data is stored on removable media, these should be kept local away securely when not being used. • Data should only be stored on designated drives and servers, and should only be uploaded to an approved cloud computing service. • Servers containing personal data should be sited in a secure location, away from general office space. • Data should be backed up frequently. Those backups should be tested regularly, in line with the company’s standard backup procedures. • Data should never be saved directly to laptops or other mobile devices like tablets or smart phones. • All servers and computers containing data should be protected by approved security software and a firewall.
Personal data is of no value to Grampian Cosmetic Clinic Limited unless the business can make use of it. However, it is when personal data is accessed and used that it can be at the greatest risk of loss, corruption or theft:
• When working with personal data, employees should ensure the screens of their computers are always locked when left unattended. • Personal data should not be shared informally. In particular, it should never be sent by email, as this form of communication is not secure. • Data must be encrypted before being transferred electronically. • Personal data should never be transferred outside of the European Economic Area. • Employees should not save copies of personal data to their own computers. Always access and update the central copy of any data.
The law requires Grampian Cosmetic Clinic Limited to take reasonable steps to ensure data is kept accurate and up to date.
It is the responsibility of all employees who work with data to take reasonable steps to ensure it is kept as accurate and up to date as possible.
• Data will be held in as few places as necessary. Staff should not create any unnecessary additional data sets. • Staff should take every opportunity to ensure data is updated. For instance, by confirming a client’s details when they call or attend the clinic. • Grampian Cosmetic Clinic Limited will make it easy for data subjects to update the information the company holds about them. • Data should be updated as inaccuracies are discovered. For instance, if a client can no longer be reached on their stored telephone number, it should be removed from the database. • It is the marketing manager’s responsibility to ensure that marketing databases are checked regularly.
Subject access requests
All individuals who are the subject of personal data held by Grampian Cosmetic Clinic Limited are entitled to:
• Ask what information the company holds about them and why. • Ask how to gain access to it. • Be informed how to keep it up to date. • Be informed how the company is meeting its data protection obligations.
If an individual contacts the company requesting this information, this is called a subject access request.
Subject access requests from individuals should be made by email, addressed to the data controller at email@example.com. The data controller can supply a standard request form, although individuals do not have to use this.
Individuals will be charged £10 per subject access request. The data controller will aim to provide the relevant data within 14 days.
The data controller will always verify the identity of anyone making a subject access request before handing over any information.
Disclosing data for other reasons
In certain circumstances, the Data Protection Act allows personal data to be disclosed to law enforcement agencies without the consent of the data subject.
Under these circumstances, Grampian Cosmetic Clinic Limited will disclose requested data. However, the data controller will ensure the request is legitimate, seeking assistance from legal advisers where necessary.
Grampian Cosmetic Clinic Limited aims to ensure that individuals are aware that their data is being processed, and that they understand:
• How data is being used • How to exercise their rights
To these ends, the company has a privacy statement, setting out how data relating to individuals is used by the company. (This is available on request).
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.
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) in writing.
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:
- You will be invited in for a discussion with Dr Beattie and are welcome to bring a colleague, friend or partner.
- We will respond in writing to a straightforward complaint within two weeks, i.e. 10 working days.
- 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.
- 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.
- If you remain unhappy, Dr Beattie may suggest a medical colleague to see for a second opinion.
- If you remain dissatisfied a complaint may be made in writing to Healthcare Improvement Scotland (HIS), the body responsible for the regulation of Independent Clinics (see below).
- You may also follow the complaints procedure of the British College Of Aesthetic Medicine – please see attached Procedure for Handling & Investigating Complaints (please note that Clinics in Scotland are not regulated by the Care Quality Commission)
Procedure for Handling and Investigation of Complaints
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.
Patients should be aware that if they wish to register a complaint they should in the first instance address it in writing to:
Dr James Beattie, Grampian Cosmetic Clinic Ltd, 1 High Street, Inverurie, AB51 3QA
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. A complaint may be made in writing to Healthcare Improvement Scotland (HIS), the body responsible for the regulation of Independent Clinics (see below).
b. 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)1.
c. Where the complaint may relate to a breach of professional standards of conduct, clinical competence or fitness to practise, patients can raise their concerns with the appropriate professional regulator (Doctors – General Medical Council, Nurses – Nursing & Midwifery Council (see below)
d. Patients retain the option of seeking legal advice relating to a complaint about the service provided by any healthcare provider.
Healthcare Improvement Scotland, Independent Healthcare Team, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9EB | Tel: 0131 623 4342 | Email: firstname.lastname@example.org
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
- 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.