The Hertfordshire Clinic

Patient Information / Terms & Conditions

Welcome to the Hertfordshire Clinic. You may find it helpful to read through the following information which will explain how we will work with you to meet your expectations. New patients will be asked to complete a registration form. Signing this form includes agreement to our terms and conditions.

Confidentiality

Please be assured that all information provided by you during your care is classified as confidential. This is both documented and casual conversation.

Whilst we generally recommend parents accompany minors during any treatment sessions, it must be noted that they have a right to confidentiality in the same way adults do and it must likewise be respected. It is therefore recommended that children and adolescents attend their initial assessment having ‘actively decided’ they wish a parent to accompany them.

Communication with other healthcare professionals

It is the policy of this clinic to communicate with the doctor who referred you. This is usually in the form of a letter. Routine letters are usually copied in to the patient. Sometimes it may be necessary to telephone your doctor to discuss your treatment; the details of such conversations will be documented in your notes for reference as appropriate. If you do not wish your doctor to be sent a report, please inform the consultant during your appointment

Your welfare is our priority, so please feel free to ask any questions.

Equally, we really value your comments and recommendations, so please let us know how we could improve the patient experience for you.

Complaints procedure

If you have any complaint or grievance against the clinic we would hope to be able to resolve the problem with you directly. We aim to provide an excellent service and always welcome comments that might improve our patient care. If, at any stage, you are unhappy we would be more than happy to listen and act accordingly. Our formal complaints policy is available on request from reception.

Fees

Payment can be made by cash, cheque or credit/debit card. Please note that not all consultants accept card payments. You will be informed if your consultant does not accept card payments.

Direct settlement of your account by your insurers can be arranged. Insurance details need to be provided at the initial consultation and any excess on your policy needs to be paid in full by you. The patient always remains responsible for the account in the event an insurer fails to pay.

Please note that in some cases, a deposit may be asked for to safeguard your appointment. This will be deducted from your final payment.

We would also respectfully like to remind all patients (insured and uninsured) that cancellation of appointments must be made at least 24 hours in advance. Failure to do so may mean you incur a charge.

Disclaimer

The Hertfordshire Clinic undertakes due diligence checks when agreeing to practicing privileges. However, the Hertfordshire Clinic cannot be held responsible for the clinical care provided by individual consultants who practice here. Any grievance regarding treatment received from an individual consultant is the responsibility of that consultant and should be addressed to the consultant.

By registering to see a clinician at the Hertfordshire Clinic you agree to all of the above terms and conditions.

Our Premises and Disabled Access

Our consulting rooms are upstairs. Please do not worry if you cannot climb the stairs, but do tell the receptionist in advance, who will then arrange for you to be seen downstairs. (Not possible for ultrasound services – a different venue can be arranged).

We welcome disabled patients, and the ground floor is easily accessible by wheelchair from the rear of the building. Please ring the bell and we can have the door opened for you.

Our aim is to continue to provide you with a good standard of health care, while adapting and improving our practice to meet the demands of modern medicine.

Interpretation Service

We can arrange an interpretation service in person for patients who do not speak English. Please let us know if you need this service when booking an appointment.

Care Quality Commission

We are registered with the CQC and await our formal inspection.

Confidentiality and Data Protection Act

The Clinic is registered under the Data Protection Act 1998.

We operate a strict code of confidentiality in the Practice, and this applies to all patients including those under the age of 16.

All patients who register with our Clinic have details held on our computerised system. This information may not be disclosed without the patient’s consent.

Comments and Complaints

We welcome comments and suggestions about the service provided.

Comments

If you have any comments for making changes or improvements to the way we provide our services please let us know.

If you are unhappy with any aspect of care at the clinic or have any comments, please let our manager know. It will be investigated and responded to speedily and fairly.

How to make an informal complaint

If you would like to make an informal complaint please let us know by using our form available at reception

How to make a formal complaint

All formal complaints should be put in writing to Susan McDougal, Manager.

Access to Medical Records/Copies

The Data Protection Act 1998 gives every living person, or an authorised representative, the right to apply for access to their health records.

A request for your medical health records held at The Hertfordshire Clinic should be made in writing (e-mails also accepted) to Susan McDougal,  Manager. Please contact the clinic for alternative methods of obtaining access if you are unable to make a request in writing. Charges will apply.

Accessible Information Standard

All staff within the clinic will endeavour to ascertain whether patients have specific needs they require meeting in order for them to be fully involved in their care.

This will be done via the New Patient Registration Form and opportunistically during patient contact.

The information will be transferred to the Patient Record to ensure that their specific needs are identified. The patient’s record will be highlighted so it is clear there are information or communication needs and clearly explain what those needs are. The clinic will make sure patients get information in an accessible way and communication support if they need it. Patients should be aware that this may not be instant and may take some time to organise depending what the request is.

Specific needs include:

  • Sensory impairment, i.e. speech, hearing, sight
  • Physical disability
  • Mental disability
  • Religious or cultural needs
  • Translation/interpretation
  • Allergies and sensitivities
  • Has or is a carer
  • Access to premises
  • Assistance dog
  • Advocacy
  • Phobias