Introduction This guide is designed for our valued patients/clients to acquaint themselves with the amenities within our establishment. 

Our Objectives: 

A La’Viola Clinic is committed to delivering medical and cosmetic procedures to well-informed patients in a clinical setting. We utilise the highest quality, safest products, and equipment. Our extensively trained medical practitioners undergo continuous training and improvement to ensure minimal risks and maximum satisfaction for our patients. Patients/clients are treated with integrity, confidentiality, and utmost discretion in a comfortable environment. All treatment details and associated costs will be discussed fully, either during or after the initial consultation as outlined in this guide. 

Facilities at our clinic encompass a welcoming reception area and a dedicated treatment zone. We aim to maintain consistent high-quality services tailored to meet your specific needs and desires. 

Our goal is to make your treatment experience as comfortable and convenient as possible. Out of Hours In case of an adverse reaction or any unforeseen effects after treatment, we provide an out-of-hours emergency telephone service. In the rare event of life-threatening symptoms, please seek immediate attention at your local accident & emergency department. Scheduling an Appointment We recommend booking your appointment as soon as possible to secure your preferred time slot and practitioner. 

Offered Treatments Our services encompass a range of injectable cosmetic and medical procedures, including anti-wrinkle injections, dermal fillers, micro-needling, facial massage and skin boosters. 

Cancellation Policy: A minimum of 48 hours’ notice is required for cancellations. Failure to provide adequate notice may result in a booking fee of 50-100% of the scheduled appointment. The outcome will be determined on a case-by-case basis, at the clinic’s discretion. 

Patient/Client Consultation, Dignity, and Confidentiality We strictly adhere to a policy of patient/client confidentiality. All information and records are securely maintained. Records of consultations and treatments are stored in patients’/clients’ files. 

The privacy and dignity of our patients/clients are paramount and will always be respected. Consent Prior to Treatment This clinic operates under a consent policy. During the initial consultation, patients/clients will receive the consent form for their perusal and understanding before any treatment proceeds. You’ll be given ample time to review the form, and our practitioner will address any queries you may have. 

Patient/Client Chaperone/Accompanying Policy We encourage the presence of chaperones within reasonable limits. Patients/clients may be accompanied by a next of kin,

or friend, or request a staff member (within reason) to accompany them. In such cases, certain rules apply, ensuring that the chaperone: 

• Has consent from the patient/client to be present at the consultation ● Has the capacity to act as a chaperone 
• Introduce themselves to clinic staff and explain their purpose 
• Maintains confidentiality and complies with clinic policies 

A record of such events will be maintained in the patients’/clients’ files. Ultimately, the decision regarding the presence of chaperones lies with the responsible staff member. Access to Health Records All patients/clients have access to their health records in accordance with the Data Protection Act 1998 and the Freedom of Information Act. If you require access, please consult the secretary/receptionist or the Registered Manager, who will discuss the level of information you require. 

Smoking Policy To ensure a safe, smoke-free environment for everyone, our establishment strictly prohibits smoking. 

Valuables For items like jewellery that may need to be removed during treatment, we provide secure storage. 

Patients are advised to retrieve their belongings after treatment. Please note that we do not accept responsibility for any lost or stolen items. 

Health and Safety We adhere to a comprehensive health and safety policy, including risk management and incident reporting. Our staff undergo regular professional development to stay updated with the latest skills and knowledge. 

Price List and Treatment Plan Prices vary based on the treatment area. A consultation is necessary for all initial treatments, allowing patients/clients to agree to a suitable course of treatment. An up-to-date price list is available separately within the clinic. While we don’t require a formal contract, your attendance and consent denote agreement to treatment. Methods of Payment/Credit We accept all major credit/debit cards. Cash payment is also accepted, but we do not accept payment by check. 

Review of Patient Guide Your feedback about the presentation or content of this guide is valuable to us. Please feel free to share your comments with a member of our staff. The guide will be updated as needed and reviewed annually. We welcome your views on the information provided or the presentation of this guide. 

Quality Monitoring, Patient/Client Views, and Survey Results We aim to gather feedback from patients/clients at least once during their treatment course to inform and enhance our services. Patients/clients are notified about the availability of the survey within this guide. We are dedicated to excellence in all areas of our services and encourage feedback to improve the quality of treatment and services provided. 

Our establishment is always responsive to feedback about our services. Feedback audits are conducted quarterly and are available upon request.