The patient is under the care and supervision of his/her Aesthetic Nurse (hereafter referred to as the “nurse”). The Julia Hart Skin Clinic staff will provide care and treatment following the instructions of the nurse, and following The Julia Hart Skin Clinic protocols.

The patient accepts that the support staff are not nurses and as such any information that they may give is merely a general non-medical nature. The patient should raise any queries at consultation with the nurse or other suitably qualified clinical staff.

The Julia Hart Skin Clinic will provide a consultation with nurses who are registered with the Nursing and Midwifery Council and who hold the relevant qualifications. The nurse is a self-employed practitioner who is obliged to maintain full private Medical Indemnity Insurance.

The Julia Hart Skin Clinic records incoming phone calls and will always document consultations, which form part of your medical record.

The Julia Hart Skin Clinic is obliged to provide suitable facilities and equipment to undertake the procedure.

The patient needs to be aware that care may be carried out by Julia Hart and that she is the company director and owner of the Julia Hart Skin Clinic.

The patient needs to be aware that in the UNLIKELY event of an EMERGENCY/ complication occur WHILE being treated at the Julia Hart Skin Clinic that they may need to be transferred to either an NHS or private hospital. The reason for transfer will be taken on Medical grounds. The Hospital choice will be at the discretion of Julia Hart Skin Clinic. 

In the event that a patient is not happy with the outcome of their treatment, the Julia Hart Skin Clinic will not be responsible for any costs for consultations, blood tests, any other investigations or adjustments of treatment, unless these costs have been explicitly agreed and approved by the Julia hart Skin Clinic in advance.

CONSENT

The consent form is designed to ensure that the patient and nurse are fully agreed as to the procedure that has been planned and that the patient fully understands the potential benefits, risks, and complications. 

The patient will be asked to consent to any nursing examinations, photography, or any general medical treatment rendered to the patient. 

The nurse will obtain the patient’s consent before treatment and answer questions about the patient’s treatment.

The patient agrees to provide a complete medical history that is honest and accurate. Withholding any medical information could be detrimental to his/her health and safety, and may result in the cancellation of the procedure. The patient must inform the Julia hart Skin Clinic of any change in their medical history status that occurs during their treatment with the Julia Hart Skin Clinic

The Julia Hart Skin Clinic reserve the right to contact a patient’s GP should it be necessary, in the opinion of the nurse. 

AGE LIMIT

The age limit for procedures is 18 for aesthetics and laser treatment is 16.
We may treat children from 14 years of age for medical conditions.

PERIOD OF REFLECTION

Cosmetic procedures are an elective, and careful consideration needs to be given to the potential benefits and risks before a patient decides to proceed with treatment. The Julia Hart Skin Clinic recommends a period of 24 hours following a consultation with a consultant before undergoing Treatment.

FINANCIAL RESPONSIBILITIES

The responsibility for settlement of the charges levied by the Julia Hart Skin Clinic, is and remains at all times, the responsibility of the patient. The Julia Hart Skin Clinic requires a booking fee of £20-£50 to secure a consultation date and any quotation issued is valid for 90 days. The balance must be paid on the day of treatment.

JHSC does not provide credit facilities. JHSC can direct patients to alternative independent funding sources, settlement of these sources of funding must be completed prior to treatment. Treatment will only be provided where satisfactory payment has been received.

All Major Credit and Debit Cards are accepted by JHSC. Note there will be a credit card fee of 2.5% applied to all transactions. There will be no charge for payment by debit card.

BOOKING FEES/ CANCELLATION/ RESCHEDULING POLICY

No shows and cancellation have a significant impact on the business and staff wages still have to be covered when clients do not attend. This increases the running cost of the business and in-turn increases the price we need charge clients to keep the business profitable. We feel it is unfair that our loyal and regular clients should have to pay more for services due to those who choose not to attend, forget appointments or leave it to the last moment to reschedule their appointments. We apologise for the inconvenience that this may cause 

Booking fees are redeemable for any service or course over £200. Our clinical staff may choose to redeem this off the cost of a lower priced treatment/service but this will be at their discretion and will depend on the length of time taken with the individual client and the time clinical staff have to commit to discussing the treatment options.

If self isolating because of Covid 19 we will need a confirmed statement from NHS Track and Trace before refunds will be offered.

JHSC reserves the right to alter the patient’s planned treatment date. Such changes will be avoided where possible unless they are due to circumstances beyond JHSC’s control, in which event the patient agrees that no consequential loss will be payable for such changes at short notice.

AFTERCARE POLICY

The Julia Hart Skin Clinic offers all patients access to appointments with a nurse 2/3 weeks post-treatment 

If the patient fails to reasonably comply with the professional advice provided by the nurse or other specialist clinical staff at the Julia Hart Skin Clinic the patient acknowledges that JHSC cannot be held responsible for any consequences of the patient failing to comply with the advice given.

If the patient does not attend a follow-up appointment without giving 24 hours advance notice results cannot be guaranteed. 

COMPLAINTS PROCEDURE

Any complaint or claim arising out of such advice, diagnosis, or treatment provided by the nurse should be addressed in the first instance to the nurse, but The Julia Hart Skin Clinic will undertake to pass such a complaint on to an independent care auditor. 

If a patient has a complaint regarding an aspect of their treatment whilst at the Julia Hart Skin Clinic, the patient should contact the Clinic Manager at the Julia hart Skin Clinic in the first instance, who will be able to advise of the actions to take, as Per the Julia Hart Skin Clinic complaint procedure.

In the event that a “local” resolution of the complaint is not achieved and the complainant is still dissatisfied they can request that their complaint is escalated to Health Improvement Scotland. All details can be found in the JHSC complaints procedure.

All service sales are final, with no refunds. Refunds may only be given when there is an approved medical condition, such as pregnancy. Medical proof will be required.

All skincare products supplied on site are non-refundable once purchased and taken off-site.

Aesthetic treatments such as Botox and anti-wrinkle treatment, dermal fillers, PDO threads, and Prophilo are all non-refundable once the treatment has been undertaken. 

The consent form for these aesthetic treatments clearly states that there is no guarantee of a satisfactory or pleasing result. Rather aesthetic practitioners will be using the expertise and clinical acumen to provide the best possible treatment results to the best of their ability. We constantly strive to improve patient satisfaction and audit and publish the results on our website. 

Adjustment of anti-wrinkle treatments may be offered at the clinician's discretion but this should not be taken as an expectation. Our aim is for service users to be delighted with the results, however, we are also very careful to manage expectations, hence the through pre-treatment consultation.

Adjustment or additional treatments of Silhouette Soft Threads, Prophilo or dermal fillers will naturally be seen as an additional treatment and will need to be paid for. 

Any adverse issues relating to facial aesthetic work undertaken at Julia Hart Skin Clinic need to be highlighted and reviewed with a face-to-face consultation with the treating clinician within a maximum of six months since having the treatment. In this timeframe, we will be sympathetic to issues raised. 

We are not obliged to correct the work of non-Julia Hart Skin Clinic practitioners and do not review patients who present more than six months after their treatment with us, especially if they have previously failed to bring any concerns to our attention. In these circumstances, we are unable to verify the subsequent facial aesthetic history of the patient and our medical team has determined that six months is a reasonable timescale to have highlighted any concerns to us. This policy is clearly stated in the patient pretreatment email and the medical consent form. 

In exceptional cases HYALASE (dermal filler dissolver) may or may not be offered, this is at the sole discretion of the treating clinician. 

Good vouchers are available for all clinic treatments and are are final with no refunds.

No refunds or exchange of goods will be offered if the voucher/card is lost stolen or damaged.

Gift vouchers expire one year after the date of purchase.

Gift vouchers cannot be exchanged for cash.

Change is not given on purchases that cost less than the value of the voucher presented.

Refer a friend in the clinic and get a lovely gift from the team at Julia Hart Skin Clinic. 

You get £20 off your next treatment.

Birthday Gift voucher from Julia Hart Skin Clinic

Existing clients (who have been treated in the clinic) will receive a £10 gift voucher via text and and email on their birthday, this is redeemable of their next treatment in clinic or product spend (minimum spend £100). 

The £10 birthday voucher is only valid for 30 days after it has been issued. You only need to book in within that 30 days to take advantage of it.

The monthly Direct Debits will be collected until the agreement has been cancelled.

Membership of Face-Plan will commence on the receipt of the first payment, discounts and other members benefits will no be valid until after that date.

The Client will be eligible for treatment after 3-4 months of Face-Plan membership depending on the package chosen. If a new treatment is added to the treatment plan it will not be available until 3-4 monthly payments have been received.  

The Client may cancel this agreements by giving a minimum of 3 months notice in writing. There is a £20 fee for cancelling before the 12 months are up. In case of termination any fee outstanding for treatments that have been provided under Face-Plan will be due immediately.  

In the event that the Client leaves Face-Plan within 12 months of receiving discounted treatments the amount of the discount will be repayable to the Practitioner immediately. 

If a monthly payment remains unpaid the Practitioner reserves the right to give two months’ notice of termination and there will be a total of three months’ payment due immediately. 

The Practitioner may increase the cost of the Face-Plan by giving 3 months notice and may increase the charges for any other treatments at any time. Any treatment started before a price increase will be provided at the original price.

This agreement is exclusive to the parties and does not cover the services of any other practitioner or clinic and it is not transferable by the client. 

The Practitioner may transfer this agreement. 

It is the Clients responsibility to attend the clinic for treatments covered in this Face-Plan.

The Client can cancel the Face-Plan and receive a full refund within 14 days of the subscription confirmation letter however as previously stated, discounted products and treatments will be required to be paid for and will be deducted off the refund. 

Most procedures and treatments at Julia Hart Skin Clinic go very well but occasionally things can go wrong. If you are unhappy with your care or the services you have received, it is important to let us know so that we can improve.

You can do this by discussing the issues with your treating practitioner, the clinic management team or by completing one of our anonymous customer feedback forms. If you would like to do this please copy and paste this link in to the URL

https://docs.google.com/forms/d/e/1FAIpQLSdSYnZ1rDPe03hVZ5F1mgmnE5WZHwpmrTdND01pjYqE9fZXAg/viewform

If you feel you would like to lodge a complaint you can do so over the phone or in person, if you feel the issue warrants a formal complaint please call the clinic or email us directly at info@juliahartskinclinic.co.uk, a full copy of the complaint policy and structure can be sent to help guide you through this process.. If you would just like us to be informed about the complaint you can also complete the following complaint form, please be aware we only collate this data monthly.

https://docs.google.com/forms/d/1o4BUR5lBYhthdGqB4Wtp3gqseYMtyDWc5gEvS2jWMqE/edit?pli=1

OUR POLICY

• We aim to provide a service that meets the needs of our service users and we strive for a high standard of care;
• We welcome suggestions from service users 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.

As a company we aim to actively seek service users feedback to support service improvements and help resolve issues, our complaints policy aims to:

• Encourage service users to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.
• Encourage service users to discuss any concerns about treatment and service with their treating clinician [or alternate], or they can complete our customer feedback form.
• Clinicians and staff can also use the feedback form to record any concerns and complaints about the quality of service or care to service users.
• Ensure all complainants are treated with respect, sensitivity and confidentiality.
• Ensure all complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
• Reassure service users and staff that they can make complaints on a confidential basis or anonymously if they wish, and be assured that their identity will be protected.
• Reassure service users, clinicians and staff that they will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.

MANAGING COMPLAINTS

• All staff are expected to encourage service users to provide feedback about the service, including complaints, concerns, suggestions and compliments.
• Staff are expected to attempt resolution of complaints and concerns at the point of service, wherever possible and within the scope of their role and responsibility.

RESOLUTION

If a complication or complaint is upheld the focus will be on resolution. The process of resolving the problem will include an expression of regret to the user for any harm or distress suffered. An explanation or information about what is known, without speculating or blaming others. Consideration of the problem and the outcome the service user is seeking and proposing a solution, finally we will confirm that the service user is satisfied with the proposed solution.

Our front of house staff have a level of autonomy  to offer some resolution however if addressing the problem is beyond their ability they will escalate the issue to their manager.

IF THE COMPLAINT IS NOT RESOLVED

Complaints that are not resolved at the point of service, or that are received in writing and require follow up, are regarded as formal complaints. If you are lodging a formal complaint please ensure you make this clear and a copy of the full complaints policy will be provided to you.

PROMOTING FEEDBACK

You can give us feedback in a number of ways:

• Verbally to a member of staff;
• Via our anonymous customer feedback form (available https://docs.google.com/forms/d/e/1FAIpQLSdSYnZ1rDPe03hVZ5F1mgmnE5WZHwpmrTdND01pjYqE9fZXAg/viewform);
• Via an independent review site such as Google or Trustpilot;
• Via our clinic based suggestions box.
• Via email to info@juliahartskinclinic.co.uk

TIMEFRAMES

• Formal complaints are acknowledged in writing or in person within 5 working days.
• 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 3 days of those issues being identified.
• Formal complaints are investigated and resolved within 28 days.
• If the complaint is not resolved within that time period days, the complainant will be provided with an update.

All formal complaints resulting in harm to the service user will be included in the Duty of Candor yearly report. This is available on our website.

In the unlikely event we are unable to satisfy complaints all patients are informed that they can complaint to our regulatory body, Health Improvement Scotland, this information is on all our electronic communications with patients including all aftercare and follow up surveys. Healthcare Improvement Scotland, Gyle Square, 1, South Gyle Crescent, Edinburgh, EH12 9E