HIW Patient Guide


Patient Guide:
Revision: V2
Issue Date: October 2018
Review Date: April 2019
This patient guide is produced for all our patients/clients to read and be aware of the facilities within our establishment.
The aims, objectives and summary of the statement of purpose are:
To improve our patients’/clients' self-esteem, self-image and confidence, by offering professional services of the highest quality. This is achieved by offering a personal service, integrating the highest quality products with the latest proven techniques and protocols.

Patients/clients are treated with honesty and integrity, in complete confidence and utmost discretion, in comfortable surroundings. All patient/client treatments will be fully discussed and costs issued at or after the first consultation as indicated within this guide.

Facilities available include reception, waiting area, toilets and treatment area. We aim to provide services of consistently good quality, for all patients/clients and only provide services that meet your needs and wishes
We will aim to make your treatment as comfortable and convenient as possible.
When confirming appointments, we will make every effort to inform potential patients/clients of details of the facilities.
Clinic staff may not be able to lift patients/clients and these limitations will be explained when confirming appointments. A deposit may be taken at the time of making the appointment, which will be deducted from the total cost of any agreed treatment.

Out of Hours
We do not have telephone contact out of these hours. Out of hours, should you experience an adverse effect from the treatment or have any concerns, please go either to your GP or to your local accident & emergency department.

Making an appointment
It is advisable to book an appointment as soon as possible to ensure that you get the time and practitioner of your choice.

Treatments offered
Intense Pulsed Light (IPL) treatments such as IPL Assisted Hair Reduction, IPL Assisted Acne Reduction, IPL Skin Rejuvenation and Wrinkle Reduction, IPL Assisted Vein Reduction and Pigmented lesion reduction and Fungal Nail Infection. Laser Assisted Tattoo Removal and Laser Carbon Facial.
In addition to the above, we also carry out non HIW registerable procedures of cosmetic procedures including injectables, platelet-rich plasma and weight loss programs.

Cancellation Policy
At least 48 hours’ notice is required of a cancellation otherwise a 50-100% fee of the booked appointment. The outcome will be based on the circumstances of the patient and at this establishment’s discretion.

Patient/client Consultation, Dignity and Confidentiality
This clinic has a policy of patient/client confidentiality and all information and records are kept safe and confidential. Records of all consultation and treatments are kept in patients’/clients’ notes
The privacy and dignity of patients/clients is respected at all times.

Consent Prior to Treatment 
This establishment operates a consent policy, which will be issued at the first consultation for the patient/client to read and understand prior to proceeding with any treatment.  You will be asked to read through this form carefully and the doctor / clinician will answer any queries you may have.

Patient/Client Chaperone/Accompanying Policy
Within this clinic, we encourage the concept of chaperones accompanying patients/clients, within reasonable boundaries. The situation may arise, where a patient/client is accompanied by a next of kin or friend, or may request a member of staff (within reason) to accompany them. In such cases, the following rules will apply, where the chaperone will:
Have agreement from the patient/client to be present at the consultation
Have the ability and mental capacity to act as a chaperone
Introduce him/her to clinic staff and explain the purpose of their presence
Maintain confidentiality and comply with clinic policies
A record and details of such events will be kept in the patients’/clients’ notes
In any event, the member of staff in charge of the case would make the ultimate decision regarding the presence of chaperones, especially during a Laser procedure

Access to Health Records
All patients/clients have access to their health records in accordance with the Data Protection Act 1998 and the Freedom of Information Act. If you require access to your records, then please ask the secretary/ receptionist or the Registered Manager who will discuss this with you and agree on the level of information that you require access to. This clinic ensures that information provided to patients/clients and prospective patients/clients and their families is accurate and that any claims made in respect of services are justified

Smoking Policy
In order to provide a safe and smoke free environment for staff and patients, the establishment is a no smoking zone.
Valuable items such as jewellery, which may have to be removed during treatment, can be kept securely while treatments are undertaken. Patients are advised to retrieve all such items after treatment. This establishment does not accept any responsibility for items lost or stolen.

Mobile Phones
Clients are requested not to use mobile phones within the building. 
Additional Information

This establishment has a health and safety, risk management and incident reporting policy. We take part in staff continuing professional development to keep our skills and knowledge up-to-date
This establishment has appointed an RPA2000 Certified Laser Protection Adviser (LPA) who carries out annual visits. In the event that an individual feels that no benefit has been gained from such treatment, and within reason, we will offer repeat or alternative treatment

Price List and Treatment Plan
Prices will vary depending on the extent of the area to be treated. A consultation is required prior to all initial treatments, enabling the patient/client to agree to a suitable course of treatment. An up-to-date price list is available as a separate list within the clinic. We do not offer a contract as such to our patients/clients, however, the consent form and attendance for the treatment denotes agreement to treatment.

Methods of Payment/Credit
All major credit/debit cards are accepted. If paying by cheque seven working days must be allowed for clearance.

Review of Patient Guide 
This guide provides clear and accurate information regarding treatment and its likely costs. If you have any comments about the presentation or the content of this Patient’s Guide please speak to a member of staff. The guide will be updated as necessary and reviewed annually. If you have any views on the information contained within, or the presentation of this Patient’s Guide we would welcome your comments. Please discuss with any member of staff.

Quality monitoring, Patient /Client Views and Survey Results
It is the aim of this clinic to obtain the views of its patients/clients at least once during their course of treatment, and use these to inform the provision of treatment and care of prospective patients/clients. Patients/clients are notified as to the availability of the survey within the Patient Guide. This establishment is committed to excellence in service and treatments performed in all areas of its services. We encourage feedback from patients regarding the standards of service, care and information, which you have received. We would welcome any comments or suggestions, which will enable us to work towards improving the quality of our treatment and services provided and ensure that patients receive adequate and correct information.
A feedback questionnaire will be provided at any time during treatment for you to complete, or to put forward suggestions or comments. This establishment is always ready to respond to feedback received about the way in which its services are conducted. Audit of feedback is carried out quarterly and available on request.

The Patient Guide itself is always readily available to patients/clients and copies are available in the waiting room.

Survey results will be available in the waiting room for patients/clients and their family to view.

Our establishment is inspected by HIW and the inspection report can be found on their website www.hiw.org.uk.

Complaints Procedure
 This clinic operates a complaint procedure as part of its dealing with patients/clients complaints.
What we shall do - Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge complaints within 2 working days and aim to have looked into the complaint within 10 working days of the date when it was raised.  We shall then be in a position to offer an explanation or a meeting as appropriate. If there are any delays in the process we will keep the complainant informed.
When we look into a complaint, we shall aim to:
·         find out what happened and what went wrong
·         make it possible for the complainant to discuss the problem with those concerned
·         make sure the complainant receives an apology where appropriate
·         Identify what we can do to make sure the problem does not happen again.
At the end of the investigation the complaint will be discussed with the complainant in detail, either in person or in writing.
This procedure is compliant with the advice of the Health Inspectorate of Wales (HIW). If you are not satisfied with the way Quayside Medical Aesthetics has handled your complaint then please get in touch with the Health Inspectorate of Wales, HIW Registration Team, Government Buildings, Rhydycar Business Park, Merthyr Tydfil , CF48 1UZ Tel: 0300 032 8163

Dr. Peter Hughes.

Contact Us 
If you have any questions, please do not hesitate to send us a message. We will reply within 24 hours.