Policies

• I understand that I must avoid alcohol, aspirin and non-steroidal anti-inflammatory drugs, such as ibuprofen, for at least 24 and preferably, 48 hours prior to any treatment and that we cannot be held responsible for any adverse effects resulting from the use of these substances.

• I understand that the practice of medicine and surgery is not an exact science and therefore that no guarantee can be given as to the results of the treatment(s) that I have agreed to undergo. I accept and understand that the goal of this treatment is an improvement, not perfection and that there is no guarantee that the anticipated results will be achieved and that treatments may sometimes be unsuccessful.

• I agree that if I am running late to my appointment, I will let the team know so that the clinic can try and alter our appointments accordingly. I understand that if I am late, my appointment may be delayed further by later appointments being seen on time.

• For all memberships: your treatment date must be after your direct debit payment date. Please ensure you book your appointments after your direct debit date.

• I understand that the team reserves the right to refer non-payments to debt collection agents.

• I understand that all treatments must be paid for at the time of treatment. Cash and credit/debit cards as well as bank transfers are accepted.

• I understand I will be seen on my own unless a chaperone/translator is required.

• I understand that the team cannot allow children under the age of 18 into the clinic.

• I understand no alcohol can be consumed on our premises, we have a no smoking policy.

• I confirm that any clients must be 18 years or older.

• I understand that all payments made to the clinic are strictly non-refundable. In the event that you experience a medical reason for not being able to utilise the paid-for services or products, please contact the clinic as we may be able to offer a transfer of funds towards a different product or service that is medically suitable (at the discretion of the clinic and judged on a case-by-case basis). No monetary compensation or type of refund will be provided.

• Products purchased remotely (online, mail or phone order sales) may be returned for a refund or exchange in fully re-sellable and unused/unopened condition within 14 days of receiving your product. This does not apply to treatments, procedures or services. We cannot provide refunds or exchanges for products purchased in the clinic.

• All payments are strictly non-refundable. This includes deposits.

• Your deposit is fully redeemable against products or treatments with no expiry date however will be forfeited in case of cancellation or no-show with less than 48 hours notice.

Dr Ana The Skin Clinic - Privacy Policy

Our responsibilities

Skinxdra limited is the data controller of the personal data you provide. We have appointed a Data Protection Officer who will have day to day responsibility for ensuring that we comply with the Data Protection Legislation and for dealing with any requests we receive from individuals exercising their rights under the Data Protection Legislation.

Why do we process your personal data?

We process your personal data in order to provide you with the services you have requested, to fulfill the contract we have entered into with you, or to receive services or goods from you. We may also process your personal data to respond to any queries or comments you submit to us and to correspond with you on a day-to-day basis.

We may need personal data from you to be able to provide services to you, meet our legal obligations, enter into a contract with you and provide you with all the information you need. If we do not receive personal data from you, we may be unable to fulfill our obligations to you.

We process most of your information on the grounds of consent from you, legitimate interests, the performance of a contract we have entered into with you, protection of the vital interests of a Data Subject or, in the case of special categories of data, processing for the provision of healthcare or treatment or the management of healthcare systems or services.

If we obtain consent from you to process your personal data, you can withdraw your consent at any time. This won’t affect the lawfulness of any processing we carried out prior to you withdrawing your consent.

Who will receive your personal data?

We only transfer your personal data to the extent we need to. Recipients of your personal data may include:

• Your GP

• Other clinicians or services involved in your care.

We don’t transfer your personal data outside of the EEA.

How long will we keep your personal data?

We will retain your personal data for 30 years. We retain your information for this period in case any issues arise or in case you have any queries. Your information will be kept securely at all times. Following the end of the 30-year period, your files and personal data we hold about you will be permanently deleted or destroyed. If we are required to obtain your consent to process your personal data, any information we use for this purpose will be kept until you withdraw your consent, unless we are entitled to retain the personal data on the basis of other grounds set out in the Data Protection Legislation.

What are your rights?

You benefit from a number of rights in respect of the personal data we hold about you. We have summarised the rights which may be available to you below, depending on the grounds on which we process your data. More information is available from the Information Commissioner’s Office website (https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation- gdpr/individual-rights/). These rights apply for the period in which we process your data.

1.  Access to your data

You have the right to ask us to confirm that we process your personal data, as well as have the right to request access to copies of your personal data. You can also ask us to provide a range of information, although most of that information corresponds to the information set out in this fair processing notice.

We will provide the information free of charge unless your request is manifestly unfounded or excessive or repetitive, in which case we are entitled to charge a reasonable fee. We may also charge you if you request more than one copy of the same information.

We will provide the information you request as soon as possible and in any event within one month of receiving your request. If we need more information to comply with your request, we will let you know.

2.  Rectification of your data

If you believe the personal data we hold about you is inaccurate or incomplete, you can ask us to rectify that information. We will comply with your request within one month of receiving it unless we don’t feel it is appropriate, in which case we will let you know why. We will also let you know if we need more time to comply with your request.

3.  Right to be forgotten

In some circumstances, you have the right to ask us to delete the personal data we hold about you. This right is available to you:

-Where we no longer need your personal data for the purpose for which we collected it

-Where we have collected your personal data on the grounds of consent and you withdraw that consent

-Where you object to the processing and we don’t have any overriding legitimate interests to continue processing the data

-Where we have unlawfully processed your personal data (i.e. we have failed to comply with GDPR); and

-Where the personal data has to be deleted to comply with a legal obligation

There are certain scenarios in which we are entitled to refuse to comply with a request. If any of those apply, we will let you know.

4. Right to restrict processing

In some circumstances, you are entitled to ask us to suppress the processing of your personal data. This means we will stop actively processing your personal data but we don’t have to delete it. This right is available to you:

-If you believe the personal data we hold isn’t accurate – we will cease processing it until we can verify its accuracy

-If you have objected to us processing the data – we will cease processing it until we have determined whether our legitimate interests override your objection

-If the processing is unlawful; or

-If we no longer need the data but you would like us to keep it because you need it to establish, exercise or defend a legal claim

5.  Data portability

You have the right to ask us to provide your personal data in a structured, commonly used, and machine-readable format so that you are able to transmit the personal data to another data controller. This right only applies to personal data you provide to us:

-Where the processing is based on your consent or for the performance of a contract (i.e. the right does not apply if we process your personal data on the grounds of legitimate interests); and

-Where we carry out the processing by automated means

We will respond to your request as soon as possible and in any event within one month from the date we receive it. If we need more time, we will let you know.

6.  Right to object

You are entitled to object to us processing your personal data:

-If the processing is based on legitimate interests or performance of a task in the public interest or exercise of official authority for direct marketing purposes (including profiling); and/or

-For the purposes of scientific or historical research and statistics

In order to object, you must have grounds for doing so based on your particular situation. We will stop processing your data unless we can demonstrate that there are compelling legitimate grounds that override your interests, rights, and freedoms or the processing is for the establishment, exercise or defense of legal claims.

Automated decision making

Automated decision-making means making a decision solely by automated means without any human involvement. This would include, for example, an online credit reference check that makes a decision based on the information you input without any human involvement.

We don’t carry out any automated decision-making using your personal data.

Your right to complain about our processing

If you think we have processed your personal data unlawfully or that we have not complied with GDPR, you can report your concerns to the supervisory authority in your jurisdiction. The supervisory authority in the UK is the Information Commissioner’s Office (“ICO”). You can call the ICO on 0303 123 1113 or get in touch via other means, as set out on the ICO website - https://ico.org.uk/concerns/.

Any questions?

If you have any questions or would like more information about the ways in which we process your data, please contact the reception team for advice or

Clinic manager on manager@drana.co.uk

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Skinxdra limited - Data Protection Consent Form

Background

Skinxdra Limited uses your personal data for a number of different reasons. Personal data is any information that identifies you or, in some cases, information that is about you such as an opinion. It includes your name, email address, postal address, job role, photographs, CCTV and more sensitive types of information such as medical and health records, your care plan, information about your religious beliefs, origin and race, your sexual orientation and your political views.

We comply with the law in place in the UK around data protection when we use your personal data, which is known as "GDPR" (short for the General Data Protection Regulation). It allows us to use your personal data for a number of reasons without checking with you that it's ok for us to do so. For example, where we can show that we have legitimate reasons to use your personal data or where we need to use your personal data to provide you with the services you have requested from us, or to meet a legal obligation placed on us.

However, in some situations, we need you to confirm that you are happy for us to use your personal data.

What happens next?

If you are unsure about why we are processing your personal data for the reasons set out above, or what we are doing with it, please ask Skinxdra limited who would be happy to provide more information. Please do not sign this form until you are happy that you understand its content.

If you give Skinxdra Limited consent to use your personal data in the ways explained above, you can ask Skinxdra Limited to stop using your personal data in this way at any time by speaking to Dr Ali Daghestani or the clinic manager by emailing us at manager@drana.co.uk, writing to us at or phoning us on our general enquiry number.

We require all patients to pay a non-refundable deposit to secure their appointment. This amount can be redeemed from the cost of your treatment or from products when booked/purchased with no expiry date. If you decide not to go ahead with treatment/product purchase, fail to attend your appointment, cancel or reschedule within less than 48 hours before your appointment this deposit will be forfeited.

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Our cancellation policy allows free cancellations or rescheduling up to 48 hours before your appointment. Any cancellation, no-shows or reschedules made less than 48 hours before your appointment will incur a charge where the deposit will be forfeited. If a deposit has not been paid but upfront payment of the service has been made, your session will be forfeited.

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All payments made to the clinic are strictly non-refundable. In the event that you experience a medical reason for not being able to utilise the paid-for services or products, please contact the clinic as we may be able to offer a transfer of funds towards a medically suitable product or service (at the discretion of the clinic and judged on a case-by-case basis). No monetary compensation or type of refund will be provided.

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Products purchased remotely (online, mail or phone order sales) may be returned for a refund in fully re-sellable and unused/unopened condition within 14 days of receiving your product. This does not apply to treatments, procedures or services. We cannot offer refunds or exchanges for any products purchased in-person from the clinic. 

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All prices are subject to change at the discretion of the management team.

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping charges for your order will be calculated and displayed at checkout.

Delivery delays can occasionally occur which we cannot be held responsible for.

We are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

We currently do not ship outside the UK.

Unopened products that have been purchased remotely (online or over the phone) may be returned for a refund if received by the clinic within 14 days of delivery in re-sellable condition. We do not cover the shipping cost for returns, the return policy is not applicable to in-clinic purchases.

Memberships terms & conditions:
- You must be medically suitable for treatment as per your assessment with your practitioner.
- A 48-hour cancellation policy applies , any missed sessions will be lost if you fail to notify us of non-attendance 48 hours before your appointment.
- The following treatments are excluded from your membership package: underarm toxin, filler to the nose area and filler to the under-eye area. This is due to these treatments being more advanced and they sit at a higher price point.
- If any of your monthly payments fail, we will contact you to offer alternative methods of payment, while we put the rest of your sessions on hold. All planned and future monthly payments must be settled.
- Please note that appointments, bookings and benefit redemptions are subject to practitioner’s availability in the dairy.
- In the event of pregnancy or breastfeeding or illness, we will be happy to put your membership on hold accordingly.
- The 15% discount on products or any other of these benefits cannot be combined with any other discount or promotions we may be running.

- Package sessions or treatments may not be combined with any other discounts or promotions we may be running.

- All payments are strictly non-refundable, sessions may not be converted to other services or products.
- Please note that there may be price increases in future which will not affect your current membership. However, the prices, benefits and conditions are likely to change for
your next membership year if you choose to sign up for another year.

- If you are unable to redeem any of your sessions within 12 months, we will offer you a 6-month grace period following the end of the membership year. Unused sessions may also be converted to gift cards.

Customer services contact details:

Email info@drana.co.uk, whatsapp 07469017279, phone 01217167150 

Complaint Resolution Procedure – Dr Ana The Skin Clinic

Definition of complaint

Any communication involving goods or a service that requires an investigation and formal response. Complaints may be made by letter or e mail or text.

Process

If you are unhappy with the facilities or services you have received from Dr A. Mansouri or any other members of the team at Dr Ana The Skin Clinic, we would like to know about it as soon as possible so we can investigate your concerns and explain, apologise and take positive action where necessary. In most circumstances, if you tell us about your concern quickly, we can resolve matters straightaway. To let us know about something with which you are unhappy please speak with Dr Ana Mansouri in the first instance.

If you are not fully satisfied you can put your concerns in writing and use our formal Complaint Resolution Procedure which meets with the requirements set out by the Independent Doctors Federation (IDF) for its members and also the Independent Sector Complaints Adjudication Service (ISCAS).

The Complaint Resolution Procedure has three stages and reflects the principles of the ISCAS Code of Practice:

Stage 1 Local resolution within the individual practice

Stage 2 IDF Complaint Resolution Procedure to review the complaint

Stage 3 Independent Adjudication from ISCAS

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Please note that Stages 1, 2 and 3 fall within the ISCAS Code of Practice for Complaints Management. A copy of this can be obtained from the IDF or from ISCAS.

Scope

Attention is drawn to the sections of the ISCAS Code which clearly explain what the Code does and does not cover. You should understand that if the complaint is not covered by the ISCAS code then stages 2 and 3 will not be available. 

Stage 1

To start the formal Complaint Resolution Procedure you should write to:

Dr Ana Mansouri

info@drana.co.uk

Dr Ana The Skin Clinic, 3 Calthorpe Road, B15 1QP Edgbaston Birmingham

You should state what has caused you to have concerns and make your points clear. Please document when the relevant events took place and what results you expect from your complaint.

Complaints should normally be made as soon as possible at Stage 1, and within 6 months of the date of the event complained about, or within 6 months of the matter coming to the attention of the complainant. The time limit may be extended by the Independent Health Practitioner where the complainant has good reason for not making a complaint in the time limit (for example, where a complainant has been grieving), and there is a realistic opportunity of conducting a fair and effective investigation into the issues raised.

The named person at the practice will send you an acknowledgement of your letter within three working days of receipt of the complaint. You will be offered a meeting to discuss your complaint and to agree the heads of the complaint.

The investigation of your complaint will involve reviewing records of meeting(s) with you and reviewing all the correspondence and clinical records as well as statements provided by clinicians and others involved. 

Reasonable assistance will be provided for complainants where required e.g. for those with a disability or those whose first language is not English.

A full response to your complaint will be made within 20 days of receipt of the complaint. If the investigation is still in progress after 20 days a letter will be sent to you explaining the delay and a full response made within five days of reaching a conclusion. In any event a holding letter will be sent every 20 days where an investigation is continuing.

If you remain dissatisfied following the final Stage 1 response, then you can request a review of your complaint, known as Stage 2 by writing to:

Complaint Manager
The Independent Doctors Federation
Lettsom House
11 Chandos Street
Marylebone
London 
W1G 9EB

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Escalation to Stage 2 must be made in writing within six months of the  final Stage 1 response.

Stage 2

The IDF Complaint Resolution Procedure will consider your complaint. The IDF Complaint Manager will send you an acknowledgement of your letter within three working days of receipt of your complaint and will request a summary of the matters that remain outstanding that you wish to be investigated. You will be invited to attend a meeting at the start of Stage 2 in order to clarify the matters that remain outstanding and obtain a greater understanding of what you hope to achieve by escalating the complaint. The IDF Complaint Manager will not have been involved in the matters that led to the complaint or the handling of the complaint at Stage 1. You will be asked to consent to release of records from the doctor. The IDF Complaint Manager will undertake a review of the documentation, any correspondence and the handling of and response to the complaint at Stage 1.  If the review is still in progress after 20 days a letter will be sent to you explaining the delay and a full response made within five days of reaching a conclusion. In any event a holding letter will be sent every 20 days where a review is continuing.The IDF Complaint Manager will write to you when the review is completed to either confirm the outcome at Stage 1 or to offer an alternative resolution

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At this time the IDF will advise you of your right to take the matter further to Stage 3 Independent External Adjudication  by the Independent Sector Complaints Adjudication Service (ISACS).

Throughout the process all information, documents and records relevant to your complaint will be treated in the strictest confidence and no information will be divulged to any parties who are not involved in the IDF Complaint Resolution Procedure, unless required to do so by law. 

Stage 3

This stage is only available to you if you  remain dissatisfied once Stage 1 and Stage 2 are exhausted and aims to bring about a final resolution of the complaint to both parties.

In such a situation you should request the adjudication by writing to the Secretariat:

Independent Sector Complaints Adjudication Service (ISCAS)

CEDR (Centre for Effective Dispute Resolution), 3rd Floor
100 St. Paul’s Churchyard
London
EC4M 8BU

Tel: 020 7536 6091

Email: info@iscas.org.uk

This written request for adjudication must be made within six months of the final determination by the IDF at Stage 2. You should  provide reasons to explain the dissatisfaction with the outcome of Stage 2.  ISCAS will acknowledge receipt of the request within three working days

ISCAS will seek confirmation from the IDF that Stage 2 has been completed.

ISCAS will notify the IDF of a request for Stage 3 independent external adjudication. The IDF will respond to requests from ISCAS within ten working days and confirm whether Stages 1 and 2 have been completed.  ISCAS will then be your main contact once adjudication is started. You will be  asked to consent to the release of records from the doctor and the IDF relevant to the complaint. ISCAS will issue the decision within 20 working days or provide a progress update every 20 working days if the decision is delayed. A report will be made to you, the doctor concerned and the IDF.

Additional information for patients about ISCAS can be found at: https://iscas.cedr.com/

Additional information for patients about the IDF can be found at:

IDF – www.idf.co.uk

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Unacceptable behaviour by complainants

At each stage of the complaints procedure, it might be deemed that a patient’s behaviour is unacceptable. We have a policy in place to handle unacceptable behaviour of complainants.