Our policies. Clearly explained.

Deposits, cancellations & missed appointments

The booking conditions that help us reserve time for your care, and what to do if your plans change.

PDF · 1 page · 50 KB

Booking deposit

The published policy sets a £30 deposit at the time of booking.

Longer or specialist visits

Certain appointments, including those needing extended time or an external specialist, require a higher deposit of £50 per hour.

Changing an appointment

Give at least two working days’ notice to cancel or reschedule. Deposits are non-refundable if the cancellation policy is not followed.

Late cancellation or a missed visit

For treatment appointments cancelled with less than two working days’ notice, or missed entirely, the fee is £50 per half hour of reserved time.

Check the terms for your particular booking with reception, especially if you are booking through an offer.

Complaints policy & procedure

How to raise a concern about your experience, who will listen and how the practice aims to respond.

PDF · 3 pages · 156 KB

Tell us about your concern

Speak to a team member in person or by phone, or write to the practice by letter or email.

A named point of contact

The published policy names Ebtisam Elhamalawy as the practice’s complaints lead.

Acknowledging your complaint

The policy provides for acknowledgement within three working days.

Investigating and responding

The practice aims to respond within ten working days. If more time is needed, you will be told when a response is expected.

The full document also covers complaints made for someone else, time limits and contacting external bodies.

Accessible information standards

The practice’s approach to helping patients receive information they can understand and use.

PDF · 5 pages · 141 KB

Understanding your needs

The policy describes identifying, recording and flagging information or communication needs related to disability, impairment or sensory loss.

Information in other formats

It covers alternative formats such as large print, easy read and email. Tell reception what would help you.

Communication support

It describes sharing recorded needs during care and arranging appropriate communication or interpreting support.

Assistance dogs

The published policy welcomes assistance dogs and explains arrangements for their presence at the practice.

Contact the team before your visit to discuss the format or support you need and the arrangements available.

Data security policy

An overview of the practice’s published procedures for handling and safeguarding personal information.

PDF · 3 pages · 131 KB

Confidentiality & access

The policy covers staff confidentiality and limiting access to personal information to those who need it.

Handling records

It sets out staff training and physical security measures for paper and computer-held records.

Protecting digital information

It describes backups, system access controls, audit trails and removing access when a staff member leaves.

Responding to a breach

It outlines how staff should report a suspected breach and involve the practice’s data protection officer.

This document concerns practice data security. The website’s privacy and cookie notices are listed separately below.