OPENING HOURS
For the Chiltern Medical Clinic’s opening hours please click here.
APPOINTMENTS
Our receptionists can be reached on either 01491 873 989 or 0118 958 2016 and will be happy to assist you in making an appointment. You can also contact us online to request an appointment here.
PATIENT CONSULTATION AND CONSENT
All consultations will include a full medical history and patients are advised to bring any medication with them so we can assess suitability of treatment. Consultations are conducted in private in a treatment room with a qualified member of staff.
The Clinic will issue a consent form for the patient to read, understand and sign prior to proceeding with any treatment. We will also seek the patient’s consent for taking photographs of the area of treatment for comparison purposes.
A contract for treatment will be established between the patient and the Clinic upon signing the appropriate consent form. Terms and conditions will be fully explained and agreed prior to any treatment taking place.
Depending on the outcome of the consent and first consultation, the Clinic may take a view to not proceed with any treatment and may recommend another form of treatment for the patient or refer them elsewhere.
TREATMENT COST
For an estimate on how much a treatment may cost, we recommend that you contact the Clinic for our latest prices and special offers. For specific information based on your individual needs, we will be happy to arrange a no-obligation consultation. Our Online Pricelist also provides a general guide to treatment pricing.
Please note that there is a charge for some consultations. This will be advised upon booking.
PATIENT DIGNITY AND CONFIDENTIALITY
This Clinic has a policy of patient confidentiality and all information and records are kept safe and confidential. The privacy and dignity of patients is respected at all times.
Any discussion between patients and staff regarding their treatment / potential treatment take place behind closed doors. All consultations with patients are carried out in person by qualified personnel in the privacy of the consultation/treatment room.
Records of all consultation and treatments are kept securely in the patient’s notes.
Patient CHAPERONE AND ACCOMPANYING POLICY
The Clinic encourages the concept of patient chaperones within reasonable boundaries. If a patient brings a chaperone (e.g. next of kin or friend) or requests a member of staff (within reason) to accompany them, the following conditions apply:
- There must be a mutual agreement between the patient and chaperone for the chaperone to be present;
- The chaperone must have the ability and mental capacity to act as a chaperone;
- The patient must introduce the chaperone to staff and explain their presence;
- The chaperone must maintain confidentiality and comply with the Clinic’s policies;
- A record of the chaperone’s presence will kept in the patient’s notes.
- The member of staff in charge of the case will make the final decision regarding presence of the chaperone.
TREATMENT OF CHILDREN
We treat children or young persons in accordance with our Consent Policy. Patients under the age of 18 must be accompanied by a parent or guardian, who will also sign any consent forms on the child’s behalf.
A medical referral (a letter from the patient’s general practitioner) is required for persons under the age of 12 for laser hair reduction / removal.
A medical referral (a letter from the patient’s general practitioner) is required for persons under the age of 16 for laser treatment, minor surgery and treatment of acne.
We do not permit children to be brought to the Clinic who are not undergoing treatment and cannot accept responsibility for any children while adults are receiving treatment. All such incidents should necessitate a rescheduling of the patient’s appointment. It is not acceptable for members of staff to child mind while parents are receiving treatment.
ACCESS TO HEALTH RECORDS
Patients have the right access to their records at the Clinic in accordance with the Data Protection Act 2018 and the Freedom of Information Act. If you require access to your records, please contact the Clinic Manager, who will discuss the issue with you and agree on the level of information to which you require access.
This Clinic will ensure that information provided to patients and prospective patients and their families is accurate and that any claims made in respect of services are justified.
ADVERTISING POLICY
The clinic ensures that all its adverts, patient leaflets and services it offers, complies with the Advertising Standards Authority (ASA).
In case of any complaints, all the advertising information will also be released to the ASA by this clinic for verification or investigation, as appropriate.
PATIENT VIEWS AND SURVEY RESULTS
The Clinic obtains the views of its patients by means of s patient satisfaction survey, which is distributed to random patients at least once a year. We use these to inform and improve the provision of treatment and care of prospective patients. Results are available to patients to view and to the CQC upon request and/or inspection visits.
CANCELLATIONS AND FAILURE TO ARRIVE AT SCHEDULED APPOINTMENTS
Cancellations should be made by phone, email or in person at least 48 hours prior to your scheduled appointment to avoid a charge being levied. We would be grateful if you could cancel your appointment as soon as you know you won’t be able to attend to avoid any confusion and to help us maintain our level of service.
Unfortunately, we cannot always guarantee that you will be treated by the same practitioner or the exact time you desire for that individual appointment.
LATE ARRIVALS
We do our best to accommodate late arrivals. However, there may be times when a late arrival will result in reduced consultation time, or we may have to reschedule your appointment.
COMPLAINTS PROCEDURE
Making a complaint
At the Chiltern Medical Clinic, we strive for quality. It is our priority to put safety, expertise, and patient satisfaction at the core of everything we do.
We aim to deliver exceptional levels of care and customer service to all our patients and customers.
When you feel our service has not met your expectations it is imperative for us to know so that we may provide resolution and continually improve our care and service delivery.
To raise a concern
We are keen to resolve your concern at the time it occurs, ensuring the rest of your visit is as worry free as possible.
Should you have any concerns, please raise these directly with the member of staff caring for you. Our staff may need to escalate your feedback to the Clinic Manager for further intervention or support.
Should you have any concerns following your visit, please contact the Clinic Manager, who will welcome the opportunity to help and act to resolve your concern efficiently.
Making a formal complaint
A complaints procedure is in place for patients who may not be satisfied with our services and wish to make a formal complaint.
In the event of any complaint, patients are asked to speak or write to the Clinic Manager in the hope that an early resolution may be possible. Verbal complaints can also be made to staff, who will then refer the complaint to the Clinic Manager. We will endeavour to provide a formal response within 1 working day. If we are unable to, the complainant will be notified of the outcome in writing within 20 working days of the complaint being received.
Written complaints should be addressed to the Clinic Manager at the Chiltern Medical Clinic (1 Thames Court, High Street, Goring-on-Thames, RG8 9AQ) or sent via email to info@chilternmedical.co.uk. We will acknowledge the complaint within 2 working days of receipt and provide a full written response within 20 days.
All comments and complaints are investigated thoroughly and are confidential.
Your letter should include a summary of your concerns and both where and when the events took place.
When a relative or friend wishes to raise a concern or complaint on your behalf, we will require written consent from you before we can discuss information related to your care, to ensure your confidentiality is protected.
The Chiltern Medical Clinic will also share a summary of the complaint with you as it is important for you to understand the contents of the concern being raised.
During the investigation into your complaint, we will share your concerns with relevant staff a to help us consider your feedback and provide you with a response.
If you do not wish for us to contact the relevant staff, please do let us know although this will limit our investigation on your behalf.
In line with the regulatory compliance, The Chiltern Medical Clinic ensures that all its doctors are registered with the General Medical Council (GMC) and are specialists in their field, with certification which reflects this and hold a valid licence to practice with the GMC. The Chiltern Medical Clinic always ensures that any doctor has extensive experience in their field of speciality.
The Chiltern Medical Clinic employs aesthetic therapists who are fully trained on a continuous basis in cosmetic pre and post-operative care and non-surgical treatments. It is through this continuous training that we strive to meet both the expectation of our patients and those of the regulatory bodies.
Independent Advocate/ Local Citizens’ Advice Bureau: Following the exhaustion of the Chiltern Medical Clinic’s internal complaints resolution process, if the patient remains dissatisfied they have the right to use an independent advocate such as the Local Government and Social Care Ombudsman (https://www.lgo.org.uk/) or seek advice from the Local Citizens’ Advice Bureau (https://www.citizensadvice.org.uk/).
Dr Niall Munnelly is a connected member of the Independent Doctors Federation (IDF) and as such is subject to the complaints procedure of the IDF (see below); so please follow this procedure if you wish to make a complaint about Dr Munnelly. We will update our website accordingly if any of our doctors become a member.
Currently no other Doctor at the Chiltern Medical Clinic (CMC) are IDF members and are subject to the CMC complaints procedure/policy; so please follow this procedure if you wish to make a complaint about any of the other doctors.
All other staff at the CMC are subject to the CMC complaints procedure/policy; so please follow this procedure/policy if you wish to make a complaint about any other staff member.
If you are unhappy with the facilities or services you have received from Dr Niall Munnelly 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 the Clinic Manager 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 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
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.
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:
The Clinic Manager
Chiltern Medical Clinic
1 Thames Court
High Street
Goring on Thames
RG8 9AQ
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 Clinic Manager 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 working days of receipt of the complaint. If the investigation is still in progress after 20 working 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 regularly 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
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
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 three3 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 about ISCAS can be found at: https://iscas.cedr.com/
Additional information about the IDF can be found at: IDF – www.idf.uk.net
Unacceptable behaviour by complainants
At each stage of the complaint’s procedure, it might be deemed that a patient’s behaviour is unacceptable. We have a policy in place to handle unacceptable behaviour of complainants.
TERMS & CONDITIONS:
Set out below are the business terms in which Chiltern Medical Clinic provides a service to its patients.
Please ensure that you have read and fully understood our terms and conditions prior to booking a treatment at Chiltern Medical Clinic.
Refer a Friend – £25 Off your Next Treatment!
Terms & Conditions:
Referrer must be an existing patient of Chiltern Medical Clinic.
Existing Chiltern Medical Clinic patient will receive £25 to be used against standard price treatment only.
Existing Chiltern Medical Clinic patient can only redeem their £25 once the new patient purchases their first treatment.
Existing Chiltern Medical Clinic patient must redeem the £25 off within 12 months of the new patient having treatment.
There are no maximum number of friends you can refer; however, each £25 discount can only be used against one transaction.
This discount can be used against all therapist treatments.
The discount can only be applied to one transaction at a time.
This discount cannot be redeemed against retail products.
Offer excludes doctor consultations and doctor treatments.
£25 off must be used in full and no cash/credit alternative will be offered.
This promotion is open exclusively to UK residents aged 18 and over.
Treatments are subject to a consultation and client suitability for treatment.
The new patient must acknowledge the referrer and give their name at time of booking or attending consultation.
Gift Vouchers
Terms & Conditions:
These conditions apply to use of our Gift Vouchers, issued by Chiltern Medical Clinic. Purchasing or using the gift voucher means that you accept these conditions.
We may, in its complete discretion, refuse to sell gift vouchers to any person at any time for any reason.
If you let another person, use your gift voucher, you must tell them that they will be bound by these conditions. The gift card may only be used to purchase goods or services at the Chiltern Medical Clinic from which the gift card was purchased.
Gift vouchers cannot be redeemed for cash, returned for a refund, have their balances consolidated to a new gift voucher and are not legal tender, account cards, credit or debit cards or securities.
Anyone holding the gift voucher can use its value to make purchases, so your gift voucher should be kept secure. If your gift voucher is lost or stolen, immediately report this to the Chiltern Medical Clinic from which it was purchased. We may be able to stop gift voucher value being used but we take no responsibility and are not liable for any loss suffered by you because of a lost or stolen gift voucher.
We may replace a faulty, lost, or stolen gift voucher at our absolute discretion. Any replacement gift voucher will have the same unused value (at the time of replacement). Gift vouchers will be void if they are defaced, mutilated, altered, or tampered with in any way. We may subject gift vouchers to verification and security checks at our absolute discretion.
We may cancel any gift voucher, or the gift voucher scheme, for any reason at any time without notice. If so, we may either provide a refund or a replacement gift voucher of equivalent value unless we reasonably suspect fraud in relation to a gift voucher. The gift card remains the property of Chiltern Medical Clinic.
Laser Hair Removal Packages
Terms & Conditions:
At the Chiltern Medical Clinic, we understand not everyone is in a position to pay for all of their treatment straightaway.
We offer flexible payment options on laser hair removal packages.
The Chiltern Medical Clinic allows you to pay for your laser hair removal package in instalments (maximum of 3 instalments) over the duration of your package.
This is tailored for you at your consultation.
Package or course expiry: All treatments from a course must be taken within 18 months of the date of purchase; any treatments left unused after 18 months will be automatically redeemed and a new package will need to be purchased.
Package refunds: Packages or courses of treatment are only refundable for medical reasons. Any refund agreed between the client and Chiltern Medical Clinic is calculated by deducting the full list price of all treatments already taken, plus any charges for non-attendance. The difference will be the refunded amount.
Treatments/services are not transferable to other individuals.
Special Offers:
Terms & Conditions:
Promotional period runs until the 31st March 2023.
Offers cannot be used in conjunction with any other promotion and discount.
Test patch may be required prior to treatment.
Hydr02facial and Skin Peel Offer have a 12 month expiry date from date of purchase.
