Dear valued patients,

Please do review our practice policies and T&C’s below, provided for your reference! If you should have any queries please do not hesitate to contact us, we would be delighted to help.

Booking Policy:

We take a minimum holding fee of £20 (or your appointment fee) to secure appointments as this helps us reduce missed appointments; time which we can be giving to patients in pain! Thank you for understanding.

Cancellations:

We require 48 hours’ notice for cancellations. Any late cancellations, or failed appointments are chargeable at £60. Do let us know if you have an extenuating circumstance as charges can be removed at the discretion of reception on occasion, as a goodwill gesture.

Failed to attend and late cancellation appointment policy
Every year we lose valuable surgery time because of patients failing to attend their appointments, or cancelling at short notice. This means it may be difficult for us to accommodate our patients in need of urgent treatment, book routine appointments for our existing patients, and for new patients to register here. It also costs the surgery £250.00 per hour in lost time. This also makes it difficult for us to maintain our prices as affordable as possible.

A patient who fails to attend their appointment or cancels with less than 48 hours’ notice, will be liable for the late cancellation fee of £60 weekdays and £70 weekends. In the event that a further appointment is missed a further late cancellation or missed appointment fee will be applied.

Discretion will be used if there is a good reason for the appointment being missed.

Time keeping:

As we are dealing with healthcare for patients, there may be some patients who require extra time to ensure they feel comfortable and reassured. Often, this cannot be predicted. Where we run late for your appointment, we will inform you and offer you the option to wait or reschedule at a more convenient time. No discounts are applicable for this; we ask for your understanding as we will give the same level of attention and care to all our patients when they should need it.

We kindly ask that you inform us if you are running late as this will allow the clinical team to prepare adequately and keep us from running late for the next patient. If the late running is significant, we may not be able to offer the full planned treatment in that session and will arrange a suitable alternative with you. This is so that there is no unnecessary pressure on complicated procedures, to allow us to be able to deliver our best to you and ensure that you remain comfortable and relaxed as well. It is important that we are mindful of other patients who may be delayed as a result of this.

Late running:

Please let us know if you are running late, by telephoning the practice.

We will not charge you for running late to an appointment as we understand these things may happen. Repeat occurrences may be chargeable at the same rate as late cancellation. For late arrivals more than 15 minutes into the appointment, we may decide to provide an alternative treatment or postpone the treatment to ensure we are not running too late into the next patient’s appointment. This is also so that there is no unnecessary pressure on complicated procedures, to allow us to be able to deliver our best to you and ensure that you remain comfortable and relaxed as well. We will usually try to reschedule you on the same day, where possible, to avoid late cancellation charges to you.

Reminders:

Text and email reminders are available for all appointments. All text messages sent by our system are logged when successfully sent. It is your responsibility to check your text and email messages and to ensure that we are informed of any changes to your mobile phone number or email address. We will assume that you have received your reminder if it has been logged as successfully sent.

Please note, text messages and emails are sent out of courtesy, not necessity. It is your responsibility to turn up on time up on time for an appointment. Failure of the text messaging system for any reason is not sufficient reason for failing to attend or turning up too late for treatment.

Refunds:

Cancellations within 48 hours’ of the appointment are fully refundable or transferrable to a new appointment. Refunds are via bank transfer instantaneously on receiving your bank details. To avoid delays, kindly ensure accurate information is given including spelling and updated name, address, email, mobile number, etc.

Practice Membership:

We are launching our new Practice Membership Scheme, where you can sign up with an annual fee to receive your regular check ups and scale and polishes for free as well as discounts on all our treatments throughout the membership period. Please enquire more at reception if this is of interest to you.

Referrals:

We are delighted to accept referrals from you and would like to show you how much we appreciate it by offering you a 5% discount off your next treatment for each new referral that books an appointment with us (subject to T&C’s).

When you refer a friend, they too will receive 5% off their next treatment (subject to T&C’s).

Please refer to our rewards policy in clinic.

Staff Respect:

We will try to provide you a high quality service and will go out of our way to ensure you feel well taken care of. Where we make a mistake, we will work hard to correct it immediately and ask that you are kindly patient with us. Will not tolerate stressful, abusive or threatening behaviour to any of our staff in any circumstance. There is no need for it as any problem can easily and calmly be resolved as our main aim is to help. This will result in immediate discharge from the clinic

Failed Payments:

We provide payment plans to ensure patients can financially afford the treatment they desire. We ask that you respect the financial agreements you commit to and if you struggle financially in any way you seek our advice as soon as you are aware of this.

Failure to make payments for treatment received can lead to late payment charges and a breakdown in the relationship we aim to maintain, and it may result in us seeking financial compensation via a third-party debt collector and/or subsequent discharge from the clinic.

We will always do our best to avoid these situations as we value the relationship with all our patients and always aim to service you in the best way possible.

You have a 48 hour cooling off period after which time, any cancellations of payment plans incur a 7% processing fee if taken out with Tabeo or a fixed £50 charge if this is another arrangement.

Feedback:

Here at the Clinic we are passionate about providing you with the best service. In order to achieve this, we rely on patient feedback to constantly improve our service. Please do let us know how we do.

We value your feedback and appreciate your constructive comments; we may from time to time ask for your feedback via email or in our comments book at reception in the waiting area.

From time to time, we hold competitions to win prizes. Please ask at reception for more information. We will always reward you for your time.

Important Terms and Conditions

All our treatment plans are valid for 6 months, after which time a new treatment plan will need to be created.

Cosmetic treatment quotations are valid for 3 months from the consultation date.

We will always aim to see emergencies on the same day or within 48 hours.

We can help you with payment for your treatment with flexible payment plans!

We spend a lot of time putting together information for you; we kindly ask that you review and read it so you can stay informed on all your options and treatments and that you return the documents to us and any questions you have before your due appointment.

We require 48 hours notice for cancellations; late cancellation or failure to attend fee is £60 on weekdays and £70 on weekends.

As a private practice we require an advance payment 48 hours prior to your appointment. This can be done online via the information in your appointment confirmation email.

We will treat you as one of our own and will aim to not only provide you suitable treatment options but also provide you with excellent clinical services and customer service.

We kindly ask that you treat us with the care we show you; if we do make a mistake we will always work with you to put it right!

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