Registration and Indemnity
The SkinGenius Clinic is registered as an independent clinic with Healthcare Improvement Scotland (HIS). HIS is the independent regulator of health and social care in Scotland. SkinGenius Clinic has medical indemnity insurance with the MDDUS and cosmetic insurance with Hamilton Fraser.
Policy on Privacy, Dignity and Respect
Privacy: refers to freedom from intrusion and relates to all information and practice that is personal or sensitive in nature to an individual.
Dignity: is being worthy of respect. A person’s or group of people’s sense of self-worth and self-esteem.
Respect: To show consideration and appreciation towards other people. SkinGenius Clinic will provide an environment that promotes privacy, dignity and respect for all our patients.
- Patients will experience an environment that actively encompasses respect for individual values, beliefs and personal relationships
- Staff will be easily identifiable and will introduce themselves on initial contact including phone conversations, stating their name and role.
- Patients will be treated in a welcoming, smoke free, clean, accessible and safe environment that actively promotes and maintains individuals’ rights.
- Privacy, dignity and respect of patients will be maintained at all times through use of private rooms for consultations/treatment.
- Personal space will be respected and protected.
- ff should be aware of the needs of healthcare users for whom English is not their first language
- Staff should ensure that all healthcare users are able to dress and undress in privacy.
- All communication between staff and patients will be in a manner that displays and respects individuality.
- Clear explanation will be given to the service users by staff member before any treatment is commenced.
- Staff must ensure that good attitudes and behaviour are promoted, considering nonverbal behaviour and body language and the needs of minority groups.
- Staff will be aware of the needs of patients for whom English is not their first language.
- Staff will ensure that patients are not caused any unnecessary distress by others on the premises.
- Patients will have their privacy and modesty respected. Modesty comprises a set of culturally or religiously determined values that relate to the presentation of the self to others. Care must actively promote privacy and dignity and protect modesty.
- The preferred name which the healthcare user wishes to be known should be determined and recorded.
- Any written information regarding healthcare users (e.g. patient notes) should be treated with privacy and respect, with high regard to confidentiality.
Data Policy
SkinGenius Clinic respects your privacy and is committed to protecting your personal data. Personal data/information, means any information about an individual from which that person can be identified. The clinic collects your personal data when you book an appointment online that includes: name, date of birth, contact information, payment details and medical/medication history. It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes.
We also gather health data from you during consultations. This includes: your presenting problem, examination details, past medical history and medication details. This will be recorded in your electronic notes. We use no paper notes at SkinGenius Clinic.
We may receive personal or health data about you or we may have share your personal or health data with the parties set out below:
- Your current registered NHS GP and/or medical practice, and any private medical specialists (but only with your explicit consent): and.
- Any regulatory and/or other authorities to whom we are required to report in certain circumstances.
Your electronic medical record at SkinGenius Clinic is secure and appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. Your data will not be shared with anyone without your consent.
Cancellation Policy
We understand that on occasion you will be unable to attend your appointment at short notice but due to frequent last minute failed attendances we have had to introduce a fair use cancellation policy. All bookings require a £25 deposit.
Cancellation within 48 hours from time of appointment: your deposit will not be refunded and cannot be used as deposit for future booking.
Cancellation before 48 hours from time of appointment: your deposit will be refunded or can be used for a future booking.
If a patient cancels within 48 hours on two or more occasions, they will be required to pay the full appointment fee ahead of their appointment for any future bookings.
Late Arrival Policy
We would always advise patients to aim to arrive 5-10 minutes before their scheduled appointments, to allow for traffic or other difficulties. If you envisage arriving late, it is advised that you call the clinic as soon as you can to check that you can still be seen at your allotted time or if an alternative can be arranged. If you arrive more than 5 minutes late, you will not be seen and your deposit will not be refunded or available for transfer to a future appointment. If you arrive less than 5 minutes late, you will still be seen but your appointment time will be reduced by 5 minutes.
Complaints Procedure
We aim to meet patient expectations, provide a first class service and enjoyable experience. However, SkinGenius Clinic recognises that sometimes things go wrong. The quickest and most effective way of resolving a problem is to discuss the problem at your follow up appointment or to contact us either by telephone or email. We will listen carefully to your concerns and do what we can to correct any problems and provide a suitable solution. Please expect a response within 14 days after submitting your complaint.
Duty of Candour
SkinGenius Clinic and Dr McCallum must be open and honest with patients when something goes wrong with their treatment or if care causes, or has the potential to cause, harm or distress. When this occurs we must:
- Tell the patient;
- Apologise;
- Offer appropriate remedy or support; and
- Fully explain the effects to the patient.
As part of these responsibilities, we must produce an annual report to provide a summary of the number of times we have triggered a Duty of Candour (DoC) within our service. This report is sent to Healthcare Improvement Scotland and a copy of the most recent report is available to view within the clinic.