Consent & Information

Consent

Welcome to our service, Dr Baines Skin Health.

The basic principles upon which our services are provided to you are outlined below.

All Service Users are requested to give consent to receiving care and treatment from Dr Baines Skin Health based upon these principles and understandings.

Our Staff

All are staff are:

• Fully trained and experienced for their role. o On the relevant professional registers.

• Are required to undergo stringent checks before being permitted to work for our Company.

• Keep up-to-date with their professional practice.

• Are committed to delivering the best possible service for you.

• Required to adhere to strict professional standards and ethics.

Making a Complaint and Giving Compliments

We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We assure all Service Users that no-one will be victimised for making a complaint, and we encourage Service Users to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage Service Users to comment when relatively minor matters are a problem to them. It is our policy that all matters which disturb or upset a Service User should be reported, recorded, and corrective action should be taken. Only in that way can we work towards meeting our aim of continuously improving our service.

Our commitment is that:

All complaints will be taken seriously; You will receive a response within 24 hours of the complaint being made, and a final reply within 28 days;

If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is;

All complaints will be acted upon with fairness and impartiality; o Service Users are entitled to involve an impartial third party in the complaint procedure if they so wish.

Service Users and their representatives may take their complaints to persons in authority outside the Company if they are not satisfied with the response that they receive from us.

We aim to respect your privacy and dignity at all times. Please speak out or speak to the supervisor or CQC Registered Manager if your privacy or dignity is not being respected.

Records will be designed, used and stored so as to assure privacy. Legislative controls over records, such as the Data Protection Act, will be adhered to, and the Service User’s explicit permission in writing will be sought before information is passed to any person other than those directly concerned with the care of the Service User.

Confidentiality of Information

Your rights to confidentiality will be safeguarded. We will not disclose any personal information about you to a third party unless this has been agreed with you. Agreement to disclose information should only be sought if it is for your benefit, e.g. for the purpose of assisting in your support.

Our policy is that any information about you is strictly confidential and that maintaining a position of trust in this regard is paramount. However, because some information is relevant to providing quality support, such information will be shared with members of staff who may be supporting you. Visiting professionals and visitors requiring information will be referred in the first instance to the Registered Manager or the person in charge within the Company. You or, where appropriate, your principal Carer will be consulted where appropriate before information is released.

Information about you will be held on computer.  Your information is treated in a strictly confidential way.

CCTV may be used in order to protect your security and well-being.  We have strict protocols in place in order to protect unauthorised access to or release of CCTV images.  CCTV will not be used in private areas (such as WCs and changing rooms) or in treatment rooms without explicit Service User consent having been obtained.

Information about you is needed in order to enable staff to provide proper support and treatment. Some of the information may also be used for other purposes, such as:

• Making sure our services meet your needs.

• Helping staff to review the support they provide to you to help them achieve the highest standards.

• Investigating complaints or legal claims.

• Auditing of our services.

Sometimes information about you needs to be passed on to other agencies or organisations, for example if you are receiving care or support from a GP or hospital. The types of organisations with whom we may share information about you are:

• GPs.

• Other health professionals.

• Social workers.

• Care Quality Commission.

Equal Opportunities

You have the right to practise your beliefs, religion or culture without constraint by restrictive or discriminatory practice.

Complaints of discriminatory practice will be thoroughly investigated and the results of the investigation made known to the complainant.

Teaching

Occasionally staff in training (such as medical students) may wish to be present during your consultations.

If you are not happy with this, please let us know.

Chaperoning

If you wish for a chaperone, please make this known to your clinician prior to your appointment.

We will do our best to provide for a chaperone, but you may wish to note that if this cannot be arranged immediately then it may be necessary to reschedule your appointment so that a chaperone can be provided.

We will endeavour to provide a chaperone on request without charge, but if additional costs are incurred then these may need to be passed on to you after due notice.

Please note that our clinicians may themselves arrange for a chaperone to be present during their consultations with you if this is required on the clinical or safety grounds.

Respect for Other Service Users and Staff

You are requested to afford the same courtesy to other Service Users and staff as you would expect to receive yourself.

 Note that any loud or abusive behaviour will not be tolerated.

 Service Users are not permitted to smoke on or near the premises.

Service Users who are under the influence of drink or self-harm substances may be asked to leave the premises.

Payment Arrangements

Details of your treatment fees will be notified in advance.

If you have any queries or concerns, please let us know before your treatment begins.

Note that there may be extra costs for providing for your individual extra needs such as chaperones, translation/interpreting, etc.  Please ask for details.

You will be required to settle your accounts in full on the day of your treatment unless you are on a payment plan with Dr Baines.