Terms & Conditions
The basic principles upon which our services are provided to you. All service users are requested to give consent to receiving care and treatment from Medical Express Clinic based upon these principles.
Our Staff
All of our staff are:
- Fully trained and experienced for their role
- On the relevant professional registers
- Required to undergo stringent checks before being permitted to work for our Company
- Keep up-to-date with their professional practice
- Committed to delivering the best possible service for you
- Required to adhere to strict professional standards and ethics
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 stored in paper form and may also be held on computer. Both forms are treated in the same strictly confidential way.
CCTV is used in order to protect your security and well-being. 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.
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 the receptionist and/or your clinician.
Please note that our clinicians may themselves arrange for a chaperone to be present during consultations with you if this is required on clinical or safety grounds.
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.
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
- All complaints will be acted upon with fairness and impartiality
- 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
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.
Please note:
- • 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 alcohol or illegal substances may be asked to leave
- • Children must be supervised at all times; your service will be suspended if any children are left unattended
Medical Express Clinic reserves the right to refuse service to any patient abusing the conditions of the service or behaving in a threatening, intimidating or abusive way.
Any patient abusing other Service Users, Clinic Staff or Clinic facilities will be asked to leave and barred from future use of the service. Future appointments will be cancelled and medical files will be destroyed without further reference.
Payment Arrangements
Details of your treatment fees will be notified at the point of service, or by email in advance if you have requested your services through our website.
If you have any queries or concerns, please let us know before your treatment begins.
Deposit & Refund Policy
Any deposit paid online to secure a booking is subject to our 24 hour refund policy. If appointments are cancelled providing the clinic over 24 hours notice, the deposit paid is fully refundable. Patients who have cancelled their bookings within 24 hours of the booked appointment are not entitled to a refund.
You will be required to settle your account in full at the end of your service, unless otherwise agreed in writing with the Commercial Director.
Privacy & Dignity
Medical Express Clinic prides itself on the high priority being given to ensuring that our clients are always treated with dignity and respect. We regard this as essential if they are to feel that they are being treated as individuals, and also give us the trust that is necessary in providing quality services.
Our policy includes:
- Making available a chaperone whenever necessary and desirable
- Offering a choice of therapist whenever possible, in particular a choice between a female and a male doctor when required for reasons of cultural sensitivity
- Recognising the need for privacy when conducting any intimate, intrusive or complex therapeutic interventions
- Making sure that consent to treatment is always obtained in advance
- Avoiding the use of clinical or medical jargon and abbreviations that might be confusing
- Offering a choice of options when referring clients so that informed choice can be made
- Ensuring that any language difficulties are identified and appropriate interpreting services made available
- Acknowledging the right of clients to refuse treatment and therapies
- Always involving clients and their carers closely in decisions about their individual care
- Ensuring that confidentiality is maintained, including consulting in private
- Ensuring that all staff behave professionally and with discretion at all times
Questions About Our Terms?
If you have any questions about these terms and conditions, please contact us:
