Introduction
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:
Dr Nancy London- Clinics and Training strives to provide medical and cosmetic procedures to well-informed patients in a clinical environment using the highest quality and safest products and equipment. Treatments are delivered by extensively trained medical practitioners who undergo continuous training and improvement. This ensures that risks are minimal and patient receive appropriate treatments and aftercare resulting in high level of satisfactions.
The aim of this agreement is to ensure clarity and mutual understanding regarding the services offered, patient consent, confidentiality, payment policies, and the responsibilities of both parties
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 consistent 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.
Services Provided
The Clinic commits to offering the following aesthetic treatments to the Patient including, Anti-ageing injections, laser hair removal, PDO thread lifts, Botulinum toxin for hyperhidrosis, Hydra02facials, Microneedling, HIFU, Chemical peels, skin boosters, facials, hair loss treatment and vitamin injections. Each treatment is designed to enhance the Patient’s natural beauty and well-being through safe and effective methods.
Allergy Alert Testing
This information applies if you are having any treatment using products. The use of these products are strictly regulated and their ingredients are approved for use in hair colour in the UK, EU and across the world. However, an allergy can develop over time so it is possible that you could have an allergic reaction even if you have not had one in the past. Therefore, we require all clients to follow our allergy testing procedure.. If you had an allergy reaction in past or to an allergy alert test, you must seek medical advice. For further information, please speak to one of our team members at Mayfair & Grace who will be happy to advise.
Out of Hours
We operate an out of hours emergency telephone service (07474122898) should you develop an adverse reaction or effect following any treatment. In the unlikely event that your symptoms are life threatening please go 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.
Online booking
Please be aware that it is vital to ensure you book for the correct service when making online bookings as our appointments are all calculated by duration. If you are at all unsure what service you require do not hesitate to contact a member of the reception team who can ensure you have enough time scheduled for the service you require.
Cancellation, Late arrival and Refund Policy
We know everyone has busy lives and on occasions circumstances beyond your control may mean you have to cancel your appointment or are unable to get to your appointment on time. We’ll be as flexible as we can in accommodating this, however the following policies will apply.
If you need to cancel your appointment, please let us know as soon as possible beforehand, but at least 48 hours before your appointment. It’s that easy, job done! We require 48 hours’ notice for cancellations and rescheduling without incurring any cancellation charges, including any COVID-related cancellations. If the correct notice is not given, we reserve the right to make a 100% charge. For late arrivals, no-shows, and cancellations within 48 hours, full payment will be charged automatically or will be counted from your course.
For prepaid sessions, failure to cancel within that time frame will result in the forfeiture of that appointment.
REFUND POLICY
Treatments/services are not transferable to any other individuals.
All pre-paid services and courses are non-refundable. Alternatively, it can be used to buy other treatment course or skin care products. This does not affect your statutory rights.
Pre-paid treatments are valid for the periods specified below:
Courses Expiry Dates
- Per session – 3 months from the date of sale.
- Course of 3 – 6 months from the date of sale.
- Course of 6 – 12 months from the date of sale.
- Course of 10- 18 months from the date of sale.
Refunds for treatments already provided will be evaluated on a case-by-case basis and are not guaranteed. The Clinic aims to handle cancellations and refunds fairly and transparently. 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 through email on booking the treatment. Consent to Treatment. Before receiving any treatment, the Patient agrees to provide informed consent. This involves understanding the nature and purpose of the proposed treatments, being informed of potential risks and benefits, and having the opportunity to ask questions and receive comprehensive answers. The Clinic will provide detailed information and ensure the Patient’s full understanding and agreement before proceeding. It is requested for the patient/client to read, understand and sign 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.
Confidentiality
The Clinic is dedicated to maintaining the confidentiality of the Patient’s personal information and medical records. All data will be securely stored and only shared with authorized personnel involved in the Patient’s care, unless disclosure is required by law. The Clinic adheres to strict confidentiality policies to protect the Patient’s privacy.
General Data Protection Notice
It is important to tell you that we take your privacy very seriously and that we have completed our EU wide General Data Protection Regulations (GDPR) compliance processes. Whether you are a client, employee, supplier, or work with us in any capacity we will ensure to keep your personal information safe. This means that we promise to keep your data secure and will not share with anyone except where this is necessary to fulfil our commitments to you or as required by law. We will always act in your interests and ensure you get the best possible care. We will only store your details for as long as necessary and will dispose of any data securely when no longer required.
We will of course respect your rights under the data protection regulations, ensuring that your information is collected, processed and stored in accordance with the data protection laws as defined in the GDPR and all other applicable regulations and kept safe at all times.
Please feel free to take a look at our full privacy policy and feel free to contact us if you have any questions, comments, or requests. We will of course send you copies of your data, delete, or rectify your data as you request and always act within the rules defined in GDPR. For more info and access to the full privacy statement, go to https://www.drnancy.co.uk/privacy-policy-terms-conditions.
Responsibilities of the Clinic
The Clinic agrees to perform all treatments with due care and skill, ensuring that each procedure is conducted by qualified professionals. The Clinic will maintain a clean, safe, and welcoming environment, provide detailed pre- and post-treatment care instructions, and respect the Patient’s privacy and confidentiality at all times.
Responsibilities of the Patient
The Patient agrees to provide accurate and complete health information, follow pre- and post-treatment care instructions, inform the Clinic of any changes in health status, attend scheduled appointments, and notify the Clinic in advance if unable to attend. The Patient also agrees to make payments for services as per the Clinic’s payment policy.
Clinic Policy on Children
For health and safety reasons children under the age of 16 are not permitted on the premises. We understand that this policy may cause some inconvenience, however safety is our priority.
Contraindications
Please inform your operator if there are any medical conditions that they need to be aware of before your treatment or service commences.
Gift Vouchers/ Cards
The conditions below apply to use of Gift Cards (Gift Card), issued by Dr Nancy London Pvt Ltd. Purchasing or using the Gift Card means that you accept these conditions. We reserve the right, at our complete discretion to refuse to sell Gift Cards to any person at any time for any reason.
Gift Cards cannot be redeemed for cash, returned for a refund, have their balances consolidated to a new Gift Card and are not legal tender, account cards, credit or debit cards or securities. All Gift Vouchers are valid for 12 months from the date of purchase. Please inform reception of any vouchers you wish to use at the time of booking your appointment.
Anyone holding the Gift Card can use its value to make purchases, so your Gift Card should be kept secure. If your Gift Card is lost or stolen, we take no responsibility and are not liable for any loss suffered by you because of a lost or stolen Gift Card. Gift cards will be void if they are defaced, mutilated, altered or tampered with in any way.
Our Philosophy: Exceptional as Standard
At Mayfair & Grace we always aim to deliver our salon ethos; exceptional as standard. However, if your experience falls below your expectations please inform a member of our management team at the earliest opportunity.
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.
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.
Valuables
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.
Health and Safety
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.
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
The Patient agrees to pay for all treatments received according to the Clinic’s pricing structure. Payments are due at the time of service unless prior arrangements have been made. The Clinic accepts various forms of payment, including credit card, debit card and cash. For certain treatments, the Patient may be required to provide a deposit.
All major credit/debit cards including America Express are accepted. We accept cash payment. We do not accept payment by means of cheques.
We also provide payment through PayPal ‘Pay in 3’ option.
Pay in 3 is an interest-free loan that lets you split your basket into 3 repayments, with the first due at time of purchase and subsequent repayments due every month on the same date. Please note that Pay in 3 is a form of credit, so carefully consider whether you can afford the repayments and be aware of the possible impact of missing repayments, including future eligibility for Pay in 3 and making other borrowing more difficult or more expensive.
Complaints and Disputes
The Clinic strives to provide the highest standard of care and service. If the Patient has any complaints, they should be directed to [ Dr Asit Kumar] at [Dr Nancy London Pvt Ltd]. The Clinic will endeavor to resolve any complaints promptly and to the Patient’s satisfaction. Any disputes arising from this contract will be subject to the laws of [Jurisdiction].
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.
Termination
Either party may terminate this contract with written notice. The Clinic reserves the right to terminate the contract if the Patient fails to comply with the terms and conditions. Termination of the contract does not affect the Patient’s obligation to pay for services rendered up to the date of termination.
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.
We have a feedback and suggestion box in reception. 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.
FIRE ACTION:
To ensure the safety of both staff and clients at Dr. Nancy’s Clinic in case of a fire, here’s a comprehensive plan for detecting, fighting, and evacuating during a fire emergency, including the layout for fire exits and assembly points:
- Fire Detection and Alarm System: Detecting a fire is done by our fire detection system and firefighting is done by using the suitable installed extinguishers for the correct ignition source.
- Smoke Detectors: there are installed smoke detectors in every room, hallway, and common area (such as the reception, treatment rooms, and waiting areas). These detectors should be interconnected, so if one is triggered, the alarm sounds throughout the clinic.
- Fire Alarm: An easily accessible fire alarm panel has been installed near the main entrance, with manual fire alarm points (break glass units) placed next to both the front and back fire exits for easy access.
- Regular Maintenance: Smoke detectors and fire alarms are regularly tested and maintained by a professional fire safety company.
- Fire Extinguishers and Firefighting Equipment:
- Fire Extinguishers: Strategically place fire extinguishers around the clinic. Here are recommended locations:
- Reception Area: Near the entrance for easy access.
- Back of the Clinic: Close to the back exit for staff or clients exiting from that side.
- Fire Blanket: There are installed fire blankets in kitchen where small fires (such as electrical or chemical) may occur.
- Training: Ensure all staff members are trained in using fire extinguishers and know the type of extinguisher required for different fire types.
- Fire Evacuation Plan:
- Fire Exits:
- Front Fire Exit: This should be the primary evacuation route, leading directly to the assembly point located outside the front of the building.
- Back Fire Exit: As a secondary route, the back exit ensures an alternative escape path if the front is blocked. Clearly mark and illuminate both exits with appropriate signage.
- Unobstructed Routes: Keep all hallways and fire exits clear at all times. Install emergency lighting along the evacuation paths for visibility during power outages.
- Fire Doors: Install fire-rated doors at the front and back exits, ensuring they remain closed but easily open from the inside during an emergency. These doors help contain the fire and prevent it from spreading.
- Assembly Point:
- Location: The designated assembly point should be outside the front of the building, far enough away from the clinic to ensure the safety of evacuees, but still visible for headcounts and coordination with emergency services.
- Clear Signage: Clearly label the assembly point and ensure all staff are aware of its location. During the fire drill, practice gathering at this point in an organized manner.
- Fire Evacuation Procedure:
- Sound the Alarm: If a fire is detected, the smoke detectors will trigger the alarm, alerting everyone in the clinic. If someone discovers a fire manually, they should immediately activate the nearest fire alarm point.
- Evacuation Plan:
- Instruct all staff and clients to calmly and quickly proceed to the nearest fire exit.
- Designate trained staff members as fire marshals to guide people toward the exits and ensure that no one is left behind.
- Fire marshals should also check treatment rooms, restrooms, and any back areas to ensure all occupants have evacuated.
- Headcount at Assembly Point: Once at the assembly point, conduct a headcount to ensure all staff and clients are accounted for. The fire marshals will communicate this to emergency personnel.
- Emergency Contact and Coordination with Fire Services:
- Call Emergency Services: A designated person should call (999) the local fire department immediately once the fire alarm is activated.
- Fire officer of the building: Fire officer of the building to meet with fire brigade at the front of the building. In case he is not available or on leave, lead staff member to take up the role. Post the clinic’s emergency contacts (local fire service, ambulance) near the fire alarm panel and at strategic points around the clinic.
- Emergency Service Access: Ensure the clinic layout is shared with the local fire department, so they are familiar with the front and back exits and any other safety measures in place.
- Training and Fire Drills:
- Staff Training: All staff should undergo training on fire safety, how to use firefighting equipment and the evacuation procedure. Conduct regular refresher sessions.
- Fire Drills: Schedule fire drills at least once a year, where everyone practices the evacuation procedure, exits through both the front and back exits, and gathers at the assembly point. Document and review the drill to improve the procedure.
- Fire drill: 3 monthly
- Fire alarm tested- weekly
- Emergency Lightning – weekly
Fire instruction and action:
- Identify fire or suspected fire
- Raise the alarm
- Leave/evacuate the building by the nearest available exit
- Report to assembly point – Outside front of the building
- Ring 999
- Fight fire only if it is safe to do so
Fire officer of the building to meet with fire bridage at the front of the building. In case he is not available or on leave, lead staff member to take up the role.
Risk at premises:
- Hazard substances such as chemicals and cleaning substances
- Laser machines
Disabled people :
Is there any special requirement which we must undertake in case of fire evacualtion (like PEEPs).
Clinic Bookings and Enquiries: 02922402158 , 07769087955
Opening times:
Monday 10am-6pm
Tuesday 10am – 6pm
Wednesday 10am – 6pm
Thursday 10am – 6pm
Friday 10am – 6pm
Saturday 10am – 6pm
Sunday Closed