Set out below are the terms and conditions on which we provide our service.
Please ensure that you have read and fully understood them before booking your appointment.
A £50.00 booking fee/deposit payment is required for all bookings.
Payments can be made over the phone or via a secure link and is payable at the time of booking.
Bookings will not be confirmed until the deposit has been received.
This is the charge for our time, advice and expertise relating to your medical care. Should you go on to have a treatment in clinic the fee can be deducted from the cost of the treatment or can remain in credit to secure future appointments until your last visit with us.
Please note the booking fee is non-refundable, should you decide not to go ahead with any treatments, fail to give us 48 hours’ notice or if you are unsuitable for treatment.
Should you need to cancel or reschedule your appointment we will require a minimum of 48 hours’ notice.
If you fail to attend an appointment or meet the rescheduling notice period, the booking/deposit fee will be redeemed by the clinic and a further payment will be required to secure future appointments.
- To allow for social distancing all clients are asked to arrive only 5 minutes prior to your appointment.
- We reserve the right to cancel, stop or postpone a consultation or treatment, if you present with what appears to be any COVID 19 symptoms, according to government guidance.
- The clinic operates a controlled entry system to manage the number of people entering our clinics and you may be asked to wait outside if we are at maximum capacity.
- You will be required to complete a Covid-19 risk assessment questionnaire that will be sent to you with your booking confirmation email and must be completed prior to your attendance at the clinic.
- You must arrive at the clinic wearing a mask, a new one will be given upon entry.
On arrival you will undertake a temperature check and sanitise your hands.
- To support and allow for social distancing we request that you attend the clinic on your own. If you require another adult to be present, this must be agreed in advance with the clinic. We can offer chaperone within the clinic if necessary,
- The clinic will not be liable in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any goods and/or services to the patient.
- Clients will be required to read and sign the COVID-19 risk consent form prior to treatment. We are unable to provide any treatment without your written consent.
- It is the client’s responsibility to ensure that he or she provide the clinic with all relevant medical details prior to each treatment. We will not be liable for any damage that occurs as a result of the client’s failure to disclose such details.
- The patient agrees to comply with all instructions and/or recommendations given to them by their clinician regarding the care of a treated area. These terms of business shall not exclude or limit our liability for any personal injury or death resulting from proven clinic negligence.
- In case this happens, the most effective way to resolve any concern is by letting the Clinic Manager or Practitioner know immediately after the service or treatment that you have received. They will listen to your concern and aim to resolve your complaint efficiently and effectively. If you require assistance with making your complaint we will be pleased to help and support, you through the process.
- It is best to make your complaint as soon as possible, as memories will be fresher, and it will be easier to investigate the facts. You should normally make your complaint within six months of the incident you are concerned about. Gold Medical Centre may be willing to investigate complaints after this time where there is a realistic opportunity of conducting a fair and effective investigation and if you have a good reason as to why you could not act sooner.
- We will always aim to resolve your complaint as soon as we receive it however where this is not possible the complaint will be investigated by the Clinic Manager and you will receive an acknowledgement of your complaint within 5 working days. This may be by email, letter, or telephone.
- The Clinic Manager will provide you with a written response within 20 working days from the acknowledgement of your complaint. However, If the complaint is of a complicated nature it may take longer to investigate in which case you will be kept informed.
- Complaints of a non-medical nature will be investigated by the Clinic Manager.
- If your complaint is regarding a medical service or treatment that you have received the matter will be investigated by the Clinic’s Medical Team including the Medical Director. You may be asked to attend the clinic for an assessment with a nurse or a Doctor. Once this has taken place you will receive an outcome of your complaint within 20 working days by letter or email.
- Any complaint relating to the service that you have received will be escalated to the Clinic Manager and any complaint regarding the treatment that you have received will be escalated to the Medical Standards Team.
- Your complaint will be acknowledged by a member of the Senior Management Team and a full response will be provided following an investigation within 20 working days.
Privacy and Data Management
Please see our separate policy