Terms of Use

Honestly and transparency are extremely important to us. The terms and conditions below help to clarify subjects such as payment, appointment cancellations, deposits, and the type of information that we’ll ask you to provide.

General information

• All patients are required to provide personal details for their medical records; including address, telephone and email and date of birth to secure an appointment.
• All patients are required to complete a medical history form at their first appointment, this is necessary to inform the consultation and treatment planning process.
• All information will be treated as confidential and protected in accordance with Data Protection legislation.
• Your information will not be shared with third parties without written permission, and you will not receive unsolicited information from us.
• You may choose to remove yourself from our mailing list at any time, by unsubscribing.

New Patient – Telephone Consultation

Whilst a face-to-face appointment is always preferred, we acknowledge that this may sometimes be difficult, especially for those who will be travelling long distances. For such patients, the initial consultations can be carried out in a 30-minute video or telephone call. You must be ready to join the video or telephone call a minimum of 5 minutes before the scheduled appointment time. A deposit of £50 is required upon booking to secure the appointment. Please refer to our terms and conditions for our policy on cancellations.

Appointments

• A £50 deposit is required for all appointments at Time Clinic, which you can apply toward your treatment or skincare costs or keep on your account for future bookings. Should you choose to use the deposit for any treatment or skincare purchase, please note that subsequent appointments will necessitate a new deposit.
• Once a new patient consultation time has been agreed, we will reserve the provisional appointment for 24 hours. If we do not receive confirmation of deposit payment within this time, the appointment will be released.
• Please provide at least 48 hours’ notice if you need to cancel or reschedule your appointment so that we may make the best use of our appointment diary.
• If you provide more than 48 hours’ notice for cancelling or rescheduling your appointment, we will fully refund your deposit or arrange a new appointment time without extra charges.
• If you do not attend a booked appointment and fail to advise us in advance, a £50 deposit will be taken, which is non-refundable and cannot be applied to future appointments.
• Please do NOT attend the clinic for an appointment if you are unwell. If you are unsure, please call and discuss. Many treatments are contraindicated if you are unwell; this includes colds, cold sores, or local skin infections.
• Routine review appointments are offered after treatment with botulinum toxin as a courtesy. If you are unable to attend the review appointment at 2 to 3 weeks, no additional treatment or ‘top up’ is provided once the review period of 2 to 3 weeks has passed.
• All patients are entitled to annual reviews, which we strongly advise attending to ensure continued care and assessment.
• New patients are seen for consultation and assessment. We provide a ‘cooling-off’ period as per General Medical Council Guidelines, thus treatment is not provided on the first visit except in exceptional circumstances with prior arrangements.

Complications

Complications are extremely rare; however, some procedures have documented complications that will be explained to you during your consultation and consent process. In the unlikely event of a complication, we are trained in dealing with complications, and we advise calling, and we will arrange an urgent appointment. Depending on the day, you may have to travel to a clinic other than where you were treated initially. In the event of a more serious complication, we will arrange for treatment at a hospital, although please bear in mind many insurance companies may not cover cosmetic procedures. Again, complications are rare, and we would like to reassure you that if one does occur, we will support you in every way possible.

Consent

All patients will be required to sign a consent form prior to any treatment. Please ask any questions you may have; we encourage questions and aim to ensure a thorough understanding of the procedure. Consent may be verbally withdrawn at any time prior to the treatment taking place.

Children

We do not treat children or young adults under the age of 18.
Please do not bring children to the clinic unless they are old enough to be left unsupervised.
Children will not be allowed to accompany you into the treatment rooms.

Payment

• Consultations will be subject to a £50 fee.
• You will be advised of the full costs of any treatment plan proposed and agreed, including that of any maintenance treatment before any treatment is undertaken.
• Patients are only charged for the treatments they receive during their visit.
• The clinic accepts cash, or major debit and credit cards including AMEX.
• A deposit will be taken for some treatments and in some circumstances.

Refunds

Fees charged for treatment are for the delivery of a treatment and the accompanying service, which is inclusive of:

• Consultation and assessment
• Provision of information and advice
• Safe treatment with evidence-based products
• Follow-up appointments and aftercare advice and support as appropriate

Whilst we undertake to provide excellent service as well as information, honest advice, safe expert treatment in experienced hands and only the best products, we cannot guarantee your results and cannot offer refunds if the results achieved fail to meet your expectations.

Feedback

Any feedback is much appreciated, both positive and negative. Feedback is used to review and improve quality of service as well as continuing to provide a superior customer experience. You may submit feedback verbally, via email, via Google and TrustPilot, the clinic website or via the Save Face website.

Chaperone Policy

Time Clinic is committed to providing a safe and comfortable environment. An environment in which patients and staff can be confident that best practice is always followed, and where everyone’s safety is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination, or procedure where they feel one is required.

Regardless of gender of the patient or clinician, you will be offered the option of having an impartial observer (chaperone) present for any intimate examination. Our trained staff routinely undertake this role and will:

• Be sensitive and respect your dignity and confidentiality
• Reassure you in the event of distress or discomfort
• Be familiar with the procedures involved
• Stay for the whole examination and be able to see what the clinician is doing, if practical
• Be prepared to raise concerns if they are concerned about the clinician’s behaviour or actions.

Your healthcare professional may also require and request a chaperone to be present for certain consultations in accordance with our chaperone policy.

Policy Statement

• We aim to provide a service that meets the needs of our patients, and we strive for a high standard of care.
• We welcome suggestions from patients 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.
• We support a culture of openness and willingness to learn from incidents, including complaints.

Complaints Policy

As part of our commitment to exceptional customer care and service, we have a rigorous complaints policy in place. This helps to ensure that all complaints are dealt with fairly, consistently and in a timely manner. Our focus is always on resolving the complaint to a patient’s complete satisfaction.

If you are unhappy with your treatment or any part of your experience with Time Clinic, please inform us as soon as possible, and we will try our very best to resolve your concern as fast as possible. A copy of our Complaints Policy is available on request.

• Patients are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.
• Patients are encouraged to discuss any concerns about treatment and service with their treating clinician, our reception team, or you 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 customers.
• All complainants are treated with respect, sensitivity and confidentiality.
• All complaints are handled without prejudice or assumptions about how minor or serious they are.
• The emphasis is on resolving the problem.
• Patients and staff can make complaints on a confidential basis or anonymously if they wish and be assured that their identity will be protected.
• Patients, clinicians, and staff 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 clinicians and staff are expected to encourage patients to provide feedback about the service, including complaints, concerns, suggestions, and compliments.
• Clinicians and 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

The process of resolving the problem will include:

• An expression of regret to the consumer for any harm or distress suffered.
• An explanation or information about what is known, without speculating or blaming others; considering the problem and the outcome the consumer is seeking and proposing a solution, and confirming that the patient is satisfied with the proposed solution.

If the problem is resolved, clinicians and staff are expected to complete as ‘Suggestion for Improvement form’ to record feedback from patients.

Our clinicians and staff will consult with their manager if addressing the problem is beyond their responsibilities.

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.

Our clinicians and staff refer complaints to the Medical Director Dr Bawa if:

• After attempting to resolve the complaint, they do not feel confident in dealing with the complainant; or
• The outcome the complainant is seeking is beyond the scope of their responsibilities Or;
• They or the complainant believe the matter should be brought to the attention of someone with more authority.
  If the complaint is not resolved at the point of service, clinicians and staff are expected to provide the complainant with the formal complaints policy.

Clinicians and staff then complete the first two sections of the Complaint Follow up form and forward it to Dr Bawa.

Dr Bawa coordinates resolution of formal complaints in close liaison with the treating clinician and other staff who are directly involved.

Responsibilities

• Dr Bawa is responsible for coordinating investigation and resolution of formal complaints, conducting risk assessments (in consultation with clinicians), liaising with complainants, maintaining a register of complaints and other feedback, providing regular reports on informal and formal complaints, and monitoring the performance of the complaints policy and procedure.
• Dr Bawa is responsible for a proactive approach to receiving feedback from patients and staff & risk management.
• Investigation and review of complaints and follow up action for serious complaints, or where complaints result in recommendations for change in policy of procedures.

Dr Bawa is responsible for:

• Ensuring appropriate action is taken to resolve individual complaints.
• Acting on recommendations for improvement arising from complaints.
• Ensuring there is meaningful reporting on trends in complaints.
• Ensuring compliance and review of the complaints management policy.
• Notifications to insurers.
• Consultation with professional registration boards, and others where necessary.

Clinician and Staff Training

All clinicians and staff will have been appropriately trained to manage complaints competently.

The service provides training in dispute management, customer service and our complaints management procedures as part of induction and through regular updates.

Regular reviews are conducted by the complaints manager to check understanding of the complaints process among clinicians and staff.

Promoting Feedback

Information is provided about the complaints policy and external complaints bodies that patients can go to with a complaint, such as Save Face in a variety of ways, including;

• On our website
• In person
• Email hello@time-clinic.com
• Call 020 3795 9063
• In writing
• Publicity about the service
• Discretely located suggestion boxes, and by clinicians and staff inviting feedback and comments.
• Please note complaints are not monitored social media.

Risk Assessment

After receiving a formal complaint, Dr Bawa reviews the issues in consultation with relevant clinicians to decide what action should be taken, consistent with the risk management procedure.

Assessing Resolution Options

Formal complaints are normally resolved by direct negotiation with the complainant, but some complaints are better resolved with the assistance of an alternative disputes’ resolution provider.

The complaints manager will sign post the complainant to an appropriate external body if:

• There is a serious question about the adequacy and safety of a health practitioner.
• The complaint is against a senior clinician or manager who will be responsible for investigating the complaint, resulting in a perception that there is a lack of independence.
• The complaint raises complex issues that require external expertise.
• The complaint cannot be resolved internally to the patient’s satisfaction.

Time Clinic undertakes to signpost patients to Cosmetic Redress Scheme (https://www.cosmeticredress.co.uk/consumers)

Timeframes

• Formal complaints are acknowledged in writing or in person within 2 business 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 three days of those issues being identified.
• Formal complaints are investigated and resolved within 14–35 days.
• If the complaint is not resolved within 20 days, the complainant, clinicians, and staff who are directly involved in the complaint will be provided with an update.

Records and Privacy

• The complaints manager maintains a complaints and patient feedback register, with records of informal feedback and formal complaints.
• Personal information in individual complaints is kept confidential and is only made available to those who need it to deal with the complaint.
• Complainants are given notice about how their personal information is likely to be used during the investigation of a complaint.
• Individual complaints files are kept in a secure filing cabinet in the complaints manager’s office and in a restricted access section of the computer system’s file server.
• Patients are provided with access to their medical records in accordance with the confidentiality policy. Others requesting access to a patients’ medical records as part of resolving a complaint are provided with access only if the patient has provided authorisation in accordance with the confidentiality policy.

Open Disclosure and Fairness

• Complainants are initially provided with an explanation of what happened, based on the known facts.
• At the conclusion of an inquiry or investigation, the complainant and relevant clinicians and staff are provided with all established facts, the causal factors contributing to the incident and any recommendations to improve the service, and the reasons for these decisions.

Investigation and Resolution

The complaints manager/medical director carries out investigations of complaints to identify what happened, the underlying causes of the complaint and preventative strategies.

Information is gathered from:

• Talking to clinicians and staff directly involved.
• Listening to the complainant’s views.
• Reviewing medical records and other records.
• Reviewing relevant policies, standards or Guidelines.

Complaints about Individuals

Where an individual clinician or staff member has been nominated by a complainant, the matter will be investigated by the relevant manager or supervisor, who will:

• Inform the clinician or staff member of the complaint made against them.
• Ensure no judgement is made against a clinician or staff member while an investigation is being carried out.
• Ensure fairness and confidentiality is maintained during the investigation.
• Encourage the clinician or staff member to seek advice from their professional association/body, if desired.

The clinicians and staff members will be asked to provide a factual report of the incident, identify systems issues that may have contributed to the incident and suggest possible preventive measures.

Where the investigation of a complaint results in findings and recommendations about individual clinicians and staff members, the issues are addressed through the service’s staff performance and review process.

Reporting and Recording Complaints

The complaints manager prepares biannual reports on the number and type of complaints, the outcomes of complaints, recommendations for change and any subsequent action that has been taken. The reports are provided to staff, clinicians, senior management and if appropriate, uploaded into personal portfolio for audit and appraisal.

The complaints manager periodically prepares case studies using anonymised individual complaints to demonstrate how complaints are resolved and followed up, for the information of staff, and for use in audit and appraisal.

Information about trends in complaints and how individual complaints are resolved is routinely discussed at staff meetings and clinical review meetings as part of reflecting on the performance of the service and opportunities for improvement.

Complaints reports are considered and discussed at monthly clinical review meetings and directors’ meetings.

An annual quality improvement report is published that includes information on:

• The number and main types of complaints received, common outcomes and how complaints have resulted in changes.
• How complaints were managed—how the complaints system was promoted, how long it took to resolve complaints (and whether this is consistent with the policy) and whether complainants and staff were satisfied with the process and outcomes.
• The results of the annual patient satisfaction survey.
• The service promotes changes it has made as a result of patient complaints and suggestions in its general publicity.

Monitoring and Evaluation

The complaints manager continuously monitors the amount of time taken to resolve complaints, whether recommended changes have been acted on and whether satisfactory outcomes have been achieved.

The complaints manager annually reviews the complaints management system to evaluate if the complaints policy is being complied with and how it measures up against best practice guidelines. As part of the evaluation, consumers, clinicians, and staff are asked to comment on their awareness of the policy and how well it works in practice.