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0330 058 1850

Terms and Conditions


Chaperone Policy

The Whiteley Clinic are committed to provide a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

Patients may have a chaperone present for any consultation, examination or procedure if they so wish. Patients are encouraged to ask for a chaperone if required at the time of booking their appointment wherever possible.

All formal chaperones understand their roles and responsibilities and are competent to perform that role.

The role of a Chaperone can be:

  • Providing emotional comfort and assistance
  • Maintaining professional boundaries during clinical examinations
  • Supporting patients with vulnerabilities

If you have any questions, don’t hesitate to contact us at info@thewhiteleyclinic.co.uk or 0330 058 1850


Safegaurding

The Whiteley Clinic have a Safeguarding policy in place that promotes the welfare of vulnerable adults, the clinic have a designated lead for safeguarding adults at risk in post.

Our policy aims to protect and promote a person’s right to live in safety and to ensure that they are free from abuse and neglect.

We aim to give patients as much control as possible and help them make informed choices.

We aim to help people develop resilience and maintain independence based on and including all aspects of the individual’s wellbeing as well as their safety.

Our objectives are to

  • address the specific needs of individuals and promote their independence and wellbeing in order to reduce the likelihood of abuse and neglect occurring.
  • To achieve optimal patient outcomes through a person-centred approach rooted in good communication and respectful of each patient’s dignity and independence.

A copy of our Safeguarding Adults policy and procedure is available upon request


Payment

All consultations and treatments must be paid for in advance of receiving the service


Finance

The Whiteley Clinic Limited is registered in England and Wales No 04391217. The Whiteley Clinic Limited is authorised and regulated by the Financial Conduct Authority FRN 680746.

Any complaints regarding finance for your treatment should be made in accordance with our complaints procedure below. In the event that you are not satisfied with the response you receive, all finance related complaints may be escalated to the Financial Ombudsman Service.


Interpreter Service

You are welcome to bring your own interpreter with you to your appointment.

If you would like The Whiteley Clinic to arrange an interpreter for your appointment, please bring this to the attention of our Patient Service Centre when you are booking your appointment so this can be arranged. There will be a charge for this service.


Call Recording

Calls to and from The Whiteley Clinic may be recorded for training and monitoring purposes.


Complaints

At The Whiteley Clinic we strive to provide our patients with the best service possible. We have a complaints procedure in place to ensure that all grievances are dealt with promptly and effectively.

Should you feel unhappy about any aspect of the service or care that we have provided, please make a comment or provide feedback at any time, and to any member of our staff.  We encourage you to do this at the earliest opportunity, as our aim is to sort out any issues as quickly and informally as possible.

How do I raise a concern or complaint?

We encourage you to speak with a member of staff where we will listen and try to resolve the issue within 24 hours.

If unable to do so we will acknowledge your formal complaint in writing within 3 working days attaching a copy of our complaints policy.

Stage 1- Your complaint will be investigated, and we will aim to resolve it amicably within 20 working days

Stage 2- Unresolved complaints. Internal review of your complaint by someone who was not involved at Stage 1.

Stage 3- If unhappy with our internal investigation The Whiteley clinic are registered with ISCAS, Independent Sector Complaints Adjudication Service where your complaint can be escalated and an external independent adjudication process will commence.

Contact details:

You can write to or call the Practice Manager via:

Post: The Whiteley Clinic, Stirling House, 1 Stirling Road, Guildford, GU2 7RF

Telephone: 0330 058 1850

Email: info@thewhiteleyclinic.co.uk

So we can fully investigate your concern / complaint, please include:

  • Your full name, address, date of birth
  • Who or what has caused your concerns including the name and position of staff member
  • Where and when the events took place
  • What action you have already taken, if any
  • What outcome you want from your complaint