Policies

Emily Self Aesthetics
Registered Nurse

Policies: Welcome

Cancellation / Deposit Policy

Your appointment is very important to Emily Self Aesthetics and I will do everything possible to make the process easy for you to select a time that suits.

Sometimes other patients want the same time and request to be put on a waiting list. If you forget or cancel your appointment without giving enough notice, I miss the opportunity to offer that appointment time to those patients.

For this reason, I respectfully ask that if you are unable to attend your appointment you contact me ASAP and at least 72 hours in advance.

When you book an appointment, I will ask you for a 50% booking deposit. This deposit will be used as part payment towards your service and is fully refundable provided I receive at least 72 hours’ notice if there is a need to cancel the appointment.

If I don’t receive 72 hours’ notice to cancel your appointment then unfortunately, your deposit becomes non-refundable unless there are extenuating circumstances in which case, I will be sympathetic.

All returning patients who have previously failed to attend an appointment will be asked to pre-pay the full amount of their next appointment.

Thank you for your understanding,

Emily

Policies: About Me

Appointments

All Consultations require a £20 deposit. This fee will be excluded from your total bill if you decide to go ahead with treatment or purchase, or be deducted from your total bill should you come back for treatment at a later date. It is also refundable on attendance if you decide not to proceed with treatment.

Please provide as much notice as possible, if you need to cancel or reschedule your appointment, so that we may make best use of our appointment diary.

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 2-3 weeks after your initial treatment. No additional treatment or ‘top up’ is provided once the review period of 2-3 weeks has passed.

New patients are seen for consultation and assessment; except in exceptional circumstances, with prior arrangement, treatment is not provided on the first visit.

The practitioner reserves the right to refuse treatment if at time of consultation, patient is thought to be unsuitable, or it is not in their best interests to proceed.

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; factual, honest and ethical 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.

Lateness

If you are over 10 minutes late for an appointment you may be asked to reschedule and forfeit your deposit.

This is due to us requiring the full appointment time to give you the best service. We also do not want to run late for our other clients.

Guests

We understand that you may want to be accompanied to your appointment. You are able to bring a maximum of one guest with you due to space in the clinic area.

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 room.

Privacy Policy:

The personal data you provide will be used for the purposes of facilitating and administering your treatment and care by us.

Records of assessment, photographs documenting before and after treatment episodes, consent and treatment you receive will be retained as part of your medical record.

Feedback you provide can be anonymised and will be used to evaluate and improve the services provided by the clinic and for audit purposes.

We may retain records of communication to us and from us by telephone and email if the information exchanged needs to be included in your medical record.

Your contact details will only be used to send information that may be of interest to you with your consent and you may withdraw consent by clicking ‘unsubscribe’ at any time.

If you contact us...

By Email you should be aware that emails you send or receive may not be protected in transit.

Via Social Media -
you should be aware that messages you send or receive may not be protected in transit.

By telephone - If you make an enquiry by telephone and you are not known to us, we request basic contact information for the purposes of providing our service; making an appointment for you, populating a new record, sending directions, appointment confirmations and treatment information if requested. You may unsubscribe once you have received any requested information, if you do not wish to hear from us again. In addition, once they are provided, we will retain and process your personal data to the extent it is necessary to enable us to establish, exercise or defend legal claims.

Persons with whom we need to share data in order to provide our service include:

Pharmacies when a prescription order is necessary for the product or medicine you require.

Regulators and government authorities if we are required to do so by law or if the authority requests it and we regard that request to be reasonable.

Storing your data

Your medical record and personal data will be maintained securely and archived securely after (2 years) and will be stored for a period of ten years as advised by insurance providers. It is our lawful duty to retain medical records.

Your Rights

You have a right to expect us to retain accurate records, and for us to act upon any request to rectify inaccuracies in your personal information as detailed above.

You have a right to require us to erase your personal data without undue delay on certain grounds e.g where it is no longer necessary based on the reason it was originally recorded or where you withdraw your consent and there is no other legal grounds for processing.

By providing the information requested you are providing explicit consent but you have the right to withdraw consent at any time. To do so, please email emilyselfaesthetics@outlook.com .

Please note if you do so, all your personal data will be erased other than that which may be required to enable us to establish, exercise or defend legal claims.

You have a right to request a copy of your personal data held by us.

Should you have any complaints or concern regarding our treatment of your personal data please don’t hesitate to contact Emily Self, Medical Aesthetician.

Policies: Quote

Complaint Policy

Our aim is to provide a first class service and to do everything we can to ensure you are satisfied. If you feel that we have fallen short of this standard and you wish to complain, we ask that you first telephone the person who has had conduct of your matter and explain that you are dissatisfied with an aspect of the service you have received.

If you remain unhappy with the way your complaint has been dealt with after speaking to this person then you should set out your complaint in writing to:

Emily Self Aesthetics

Boldero & Filby

St James Street

Kings Lynn

PE30 5DA

And/or by email at: emilyselfaesthetics@outlook.com

In order to resolve your complaint, we would ask that you include the following information and evidence, if applicable:

• An outline of your complaint explaining why you feel that we have fallen short of our first class service

• What you would like us to do to resolve it

• Any specific details that you feel would assist us with resolving your complaint. Including, but not limited to:

• Names of Advisors you have spoken to in connection with the complaint

• The Branch Name in connection with the complaint

• Time(s) and Date(s) of the incidence(s)

• Telephone number(s) and or Address(es) you have used to contact us

• Any written correspondence in connection with your complaint

• Any other document in support of your complaint

On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly. The timescales for dealing with a complaint are as follows:

• You will receive an ‘acknowledgement of receipt’ of your complaint from us within 3 working days of receipt of your complaint.

• Within 10 working days of the acknowledgement, you will receive a full response.

• If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received

• After our final written response, we may deem the complaint closed. If we deem the matter closed then we reserve the right not to enter into any further correspondence

We are members of the Cosmetic Redress Scheme. If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Cosmetic Redress Scheme to ask them to investigate your complaint. In order to take your complaint to The Cosmetic Redress Scheme you must first have carried out the following:

You have waited 8 weeks from the date of your written complaint to us for a response; and

It is still within 6 months from the our last communication with you regarding this complaint

The Cosmetic Redress Scheme is a government approved Redress Scheme who resolves complaints between Members and their consumers. The complainant must have exhausted the Member’s internal complaints procedure and remain dissatisfied with the Member’s response. The Cosmetic Redress Scheme is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.

In order to make a complaint, please contact the Cosmetic Redress Scheme directly or alternatively, visit their website and fill out a Complaints Form.

Cosmetic Redress Scheme Premiere House Elstree Way Borehamwood WD6 1JH

Website: www.cosmeticredress.co.uk

Email: info@cosmeticredress.co.uk

Telephone: 0345 362 3123

Policies: My Services