Information

• All patients are required to provide contact details; including address, telephone, and email to secure an appointment.

• All patients will complete a medical history form prior to their first appointment, this is necessary to inform the consultation and treatment planning process.

• All information will be treated as confidential and protected in accordance with Data Protection legislation.

• Patient information will not be shared with third parties without written permissions, and you will not receive unsolicited information from us.

• You may choose to remove yourself from our mailing list at any time, by unsubscribing.

Appointments

• You will be sent appointment reminders the day before your appointment, either by text or email.

• Please do NOT attend the clinic for an appointment if you are unwell. If you are unsure, please call and discuss with the practitioner. Many treatments are contraindicated if you are unwell; this includes colds, cold sores, or local skin infections.

• Routine review appointments are offered after treatment with Botulinum Toxin as a courtesy. No additional treatment is provided once the review period of 2-3 weeks has passed.

• New patients are seen for consultation and assessment; except in exceptional circumstances, with prior arrangement, we do not offer treatment on the first visit.

• We reserve the right to decline to treat.

Payment

• A deposit of £80 may be taken to secure an appointment and may be redeemed against treatment. The deposit is not refundable or transferable if the appointment is cancelled with less than 24 hours notice. Deposits are necessary to mitigate against appointments made but not attended, which wastes precious diary time which someone else might have used.

• Patients will receive one free of charge consultation; subsequent consultations will be subject to a £80 fee which may be deducted against treatment costs.

• You will be advised of the full costs of any treatment plan proposed and agreed, including that of any maintenance treatment, before any treatment is undertaken.

• Payment is taken, in full at the time of treatment.

• The clinic accepts cash, or major debit and credit cards.

• An additional deposit will be taken for some treatments and in some circumstances.

Cancellation

• Please provide as much notice as possible, if you need to cancel or reschedule your appointment, so that we may make best use of our appointment diary.

• Deposits taken when your appointment is made are non-refundable in the event you need to cancel with less than 24 hours’ notice.

Refunds

Fees charged for treatment are for the delivery of a treatment and the accompanying service, which is inclusive of:

• Consultation and assessment

• Provision of information and advice

• Safe treatment with evidence-based products

• Follow up appointments and aftercare advice and support as appropriate

Whilst we undertake to provide excellent service; factual, honest, and ethical advice, safe, expert treatment in experienced hands and only the best products, we cannot guarantee your results and cannot offer refunds if the results achieved fail to meet your expectations.

Skin care products are non-returnable/refundable.

Children

We do not treat children or young adults under the age of 18.

Please do not bring children to the clinic unless they are old enough to be left unsupervised. In exceptional circumstances, please call and check first, there are circumstances when we cannot staff reception and reserve the right to decline for safety and security reasons.

Children will not be allowed to accompany you into the treatment rooms.

Feedback

We welcome feedback including when your experience has been less than satisfactory, this helps us identify areas for improvement and drives continuous improvements in our service. You can provide feedback via email: contact@drlouisebraynsmith.co.uk

If you have a complaint:

In the first instance please contact us either by telephone or email to let us know what your concerns are. If we can address these at the time we will endeavor to do so.

We may need to make an appointment for you to be seen so that we can properly assess and document, listen and discuss.

Behaviour in and outside the Clinic

• Please do not bring food or drinks in disposable containers into the clinic.

• Please observe the peaceful surroundings of the clinic and keep voices or noise to a minimum.

• We are a friendly and professional team here to ensure a positive experience for all our clients and visitors. Abusive or aggressive behaviour will not be tolerated.