Clinic Policies

OPENING HOURS

For the Astrum Medical Clinic’s opening hours please see the link.

APPOINTMENTS

Our receptionists can be reached on either 020 3744 5757 or 020 3883 0508 and will be happy to assist you in making an appointment. You can also contact us online or on WhatsApp to request an appointment here.

PATIENT CONSULTATION AND CONSENT

All consultations will include a full medical history and patients are advised to bring the list of 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.

The Clinic will issue a consent form for the patient to read, understand and sign prior to proceeding with any treatment. We will also seek the patient’s consent for taking photographs of the area of treatment for comparison purposes.

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

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

TREATMENT COST

For an estimate on how much a treatment may cost, we recommend that you contact the Clinic for our latest prices and special offers. For specific information based on your individual needs, we will be happy to arrange a no-obligation consultation. Our Online Price List also provides a general guide to treatment pricing.

Please note that there is a charge for some consultations. This will be advised upon booking.

PATIENT DIGNITY AND CONFIDENTIALITY

This Clinic has a policy of patient confidentiality and all information and records are kept safe and confidential. The privacy and dignity of patients is respected at all times.

Any discussion between patients and staff regarding their treatment / potential treatment takes place behind closed doors. All consultations with patients are carried out in person by qualified personnel in the privacy of the consultation/treatment room.

Records of all consultation and treatments are kept securely in the patient’s notes.

PATIENT CHAPERONE AND ACCOMPANYING POLICY

The Clinic encourages the concept of patient chaperones within reasonable boundaries. If a patient brings a chaperone (e.g. next of kin or friend) or requests a member of staff (within reason) to accompany them, the following conditions apply:

• There must be a mutual agreement between the patient and chaperone for the chaperone to be present;
• The chaperone must have the ability and mental capacity to act as a chaperone;
• The patient must introduce the chaperone to staff and explain their presence;
• The chaperone must maintain confidentiality and comply with the Clinic’s policies;
• A record of the chaperone’s presence will be kept in the patient’s notes.

The member of staff in charge of the case will make the final decision regarding the presence of the chaperone.

TREATMENT OF CHILDREN

We provide some treatments to children or young persons in accordance with our Consent Policy. Patients under the age of 18 must be accompanied by a parent or guardian, who will also sign any consent forms on the child’s behalf.

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

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.

ACCESS TO HEALTH RECORDS

Patients have the right access to their records at the Clinic in accordance with the Data Protection Act 2018 and the Freedom of Information Act. If you require access to your records, please contact the Clinic Manager, 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

The Clinic obtains the views of its patients by means of s patient satisfaction survey, which is distributed to random patients at least once a year. We use these to inform and improve the provision of treatment and care of prospective patients. Results are available to patients to view and to the CQC upon request and/or inspection visits.

CANCELLATIONS AND FAILURE TO ARRIVE AT SCHEDULED APPOINTMENTS

Cancellations should be made by phone, email, online or in person at least 48 hours prior to your scheduled appointment to avoid a charge being levied. 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.

Unfortunately, we cannot always guarantee that you will be treated by the same practitioner or the exact time you desire for that individual appointment.

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.

COMPLAINTS PROCEDURE

Making A Complaint

At the Astrum Medical Clinic, we strive for quality. It is our priority to put safety, expertise, and patient satisfaction at the core of everything we do.

We aim to deliver exceptional levels of care and customer service to all our patients and customers.

When you feel our service has not met your expectations it is imperative for us to know so that we may provide resolution and continually improve our care and service delivery.

To Raise A Concern

We are keen to resolve your concern at the time it occurs, ensuring the rest of your visit is as worry free as possible.

Should you have any concerns, please raise these directly with the member of staff caring for you.  Our staff may need to escalate your feedback to the Clinic Manager for further intervention or support.

Should you have any concerns following your visit, please contact the Clinic Manager, who will welcome the opportunity to help and act to resolve your concern efficiently.

Making A Formal Complaint

A complaints procedure is in place for patients who may not be satisfied with our services and wish to make a formal complaint.

In the event of any complaint, patients are asked to speak or write to the Clinic Manager in the hope that an early resolution may be possible. Verbal complaints can also be made to staff, who will then refer the complaint to the Clinic Manager. We will endeavour to provide a formal response within 1 working day. If we are unable to, the complainant will be notified of the outcome in writing within 20 working days of the complaint being received.

Written complaints should be addressed to the Clinic Manager at the Astrum Medical on [email protected]. We will acknowledge the complaint within 2 working days of receipt and provide a full written response within 20 days.

All comments and complaints are investigated thoroughly and are confidential.

Your letter should include a summary of your concerns and both where and when the events took place.

When a relative or friend wishes to raise a concern or complaint on your behalf, we will require written consent from you before we can discuss information related to your care, to ensure your confidentiality is protected.

The Astrum Medical Clinic will also share a summary of the complaint with you as it is important for you to understand the contents of the concern being raised.

During the investigation into your complaint, we will share your concerns with relevant staff to help us consider your feedback and provide you with a response.

If you do not wish for us to contact the relevant staff, please do let us know although this will limit our investigation on your behalf.

In line with the regulatory compliance, Astrum Medical Clinic ensures that all its doctors are registered with the General Medical Council (GMC) and are specialists in their field, with certification which reflects this and hold a valid licence to practise with the GMC. The Astrum Medical Clinic always ensures that any doctor has extensive experience in their field of speciality.

The Astrum Medical Clinic employs aesthetic therapists who are fully trained on a continuous basis in cosmetic pre- and post-operative care and non-surgical/surgical treatments. It is through this continuous training that we strive to meet both the expectations of our patients and those of the regulatory bodies.