We understand sometimes situations may happen where you are unhappy with our services and your clinic experience matters to us. If you do experience any issues or are unhappy about anything at our clinic, including correspondence before and after your visit, please let us know at the time by verbally informing a member of staff. If the event is after you have left the clinic, the please telephone or email your concern. We also contact you after your appointment to ask for feedback and respond accordingly. If you would like to email us your feedback on your experience, positive or not, kindly send that over to complaints@thedermatologypartnership.com.

Formal Complaints Policy

If you would like to write a formal complaint please put your complaint in writing by email to: complaints@thedermatologypartnership.com or post to: The Practice Manager Everything Skin Clinic Hawbank House High Street Cheadle SK8 1AL We will write to you to acknowledge receipt of your letter within 3 working days. A full written response should be provided within 40 working days of receiving the initial complaint. If it is not possible to provide a response within this timeframe, we will notify you of the delay and give an expected timeline for a response.  

What if I need help with my complaint?

If you require assistance with a complaint you can contact: The Citizen’s Advice Bureau: https://www.citizensadvice.org.uk/ 0800 144 8848. Citizens Advice provides free, confidential and independent advice from over 3,000 locations, including in their bureaux, GP surgeries, hospitals, colleges, prisons and courts. Advice is available face-to-face and by phone.

Raising the matter with the Care Quality Commission

You can report a concern to the CQC. Please note they will not investigate a complaint, however they will look at the concern raised: Call on: 03000 616161 Email us at: enquiries@cqc.org.uk Look at our website at: www.cqc.org.uk

In using this website, you are deemed to have read and agreed to the following terms and conditions: The content of this website is for general informational and educational purposes only; it is not meant to be medical advice and no substitute for in-person consultation, diagnostics and treatment. Questions regarding medical or mental health issues should be directed in-person to qualified medical professionals (e.g. your GP or another healthcare professional; call 999 in emergencies). Under no circumstances will we be liable for any loss or damage including damage to health or appearance caused by readers’ reliance on information obtained through the site, from third parties or a linked site, or readers’ reliance on any product or service obtained from us or a third party. Use of this website is at user’s sole risk. No information obtained by you from this website or through email shall create any warranty. The following terminology applies to our Terms and Conditions, Privacy Statement and Disclaimer Notice and any other Agreements: “Client”, “Patient”, “You” and “Your” refers to you, the person accessing this website and accepting the Company’s terms and conditions. “The Company”, “Ourselves”, “We” and “Us”, refers to our Company (Stratum Clinics Ltd, The Harley Street Dermatology Clinic, Canterbury Skin and Laser Clinic, Everything Skin Clinic, St. Michael’s Clinic and any other companies that join The Dermatology Partnership). “Party”, “Parties”, or “Us”, refers to both the Client and ourselves, or either the Client or ourselves. Any use of the above terminology or other words in the singular, plural, capitalisation and/or he/she or they, are taken as interchangeable and therefore as referring to same.

Disclaimer

To arrange an appointment please call our bookings team on our central number. Availability of appointments cannot be guaranteed. Please contact your GP or attend A&E in cases of emergency. Please note that you might not see the same practitioner at every visit. Your practitioner will however be able to view your complete past history with us, in order to ensure continuity of care. Unless otherwise stated, the services featured on this website are only available within our clinics: Harley Street Dermatology Clinic Stratum Clinics Canterbury Skin and Laser Clinic Everything Skin Clinic St. Michael’s Clinic Please note that our some of our clinics offer a limited selection of our services only. Please note that usually (in all locations) the initial visit will be for a consultation only. Any treatment/procedure is usually arranged for a later date, once you have been assessed in clinic. All marketing/advertising is intended solely for the United Kingdom. You are solely responsible for evaluating the fitness for a particular purpose of any downloads, programs and text available through this site. Redistribution or republication of any part of this site or its content is prohibited, including such by framing or other similar or any other means, without the express written consent of the Company. The Company does not warrant that the service from this site will be uninterrupted, timely or error free, although it is provided to the best ability. By using this service, you thereby indemnify this Company, its employees, agents and affiliates against any loss or damage, in whatever manner, howsoever caused.

Exclusions and Limitations

The information on this web site is provided on an “as is” basis. To the fullest extent permitted by law, this Company: Excludes all representations and warranties relating to this website and its contents or which is or may be provided by any affiliates or any other third party, including in relation to any inaccuracies or omissions in this website and/or the Company’s literature; and Excludes all liability for damages arising out of or in connection with your use of this website. This includes, without limitation, direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or you have advised this Company of the possibility of such potential loss), damage to your health or appearance, damage caused to your computer, computer software, systems and programs and the data thereon or any other direct or indirect, consequential and incidental damages. The above exclusions and limitations apply only to the extent permitted by law. None of your statutory rights as a consumer are affected.

Payment

Please note we are a private clinic. Most private medical insurances will reimburse our consultation and treatment fees for medical problems when preauthorisation is obtained. Diagnosis and treatment of cosmetic / aesthetic issues and treatments are not usually covered by any insurance, whether UK based or international. Our Terms are payment is due upon booking. Cash and all major Credit and Debit Cards (including American Express) are acceptable methods of payment. Unfortunately, we cannot deal with your insurance directly, but are able to assist you. At the time of your service, if you / we believe you have valid insurance coverage, but later find out, for whatever reason, you were not covered, you herewith acknowledge and agree that you are responsible for the entire fee. To avoid any unexpected shortfalls, we advise patients to check with their insurance provider before incurring any costs. All goods remain the property of the Company until paid for in full. Should we not have received payment within 7 working days after the consultation/treatment, we will reserve the right to forward this matter to our Solicitors, which will incur an administration charge of £250. Monies that remains outstanding after the date of the consultation/treatment, will also incur interest at the rate of 5% above the prevailing Bank of England’s base rate on the outstanding balance until such time as the balance is paid in full and final settlement. We also reserve the right to seek recovery of any monies remaining unpaid 30 days from the date of the consultation/treatment via collection Agencies and/or through the Small Claims Court. In such circumstances, you shall be liable for any and all additional administrative and/or court costs. We do not routinely accept cheques. Please note that medication is not included in our fees. Please also note that blood tests and other lab analysis (e.g. nail/skin scrapings, skin swabs, biopsies etc.) will incur an additional charge. As a private dermatology clinic, each appointment incurs a fee. For those with insurance, we will send an invoice directly to your private medical insurer according to the terms of our agreement with them.

Cancellation Policy

A minimum of 24 hours’ notice of cancellation or appointment re-scheduling is required. Notification via telephone or email will be accepted. If leaving a message on our answer phone, please clearly mention your name, as well as date and time of the phone call. Any appointments for consultations, which are not attended or cancelled/re-scheduled with less than 24 hours’ notice, will incur a 100% charge. In an instance of a second non-attendance or cancellation/re-scheduling with less than 48 hours’ notice, we reserve the right to not issue another appointment. Termination of Agreements and Refunds Policy. Both the client/patient and ourselves have the right to terminate any Service Agreement for any reason, including the ending of services that are already underway. No refunds shall be offered, where a Service is deemed to have begun and is, for all intents and purposes, underway. This also includes that if a course of several treatments was booked and paid for, and the client/patient decides not to complete the outstanding treatments of this treatment course, no refund will be offered.

Availability

To arrange an appointment please call bookings team on our central number. Availability of appointments cannot be guaranteed. Please contact your GP or attend A&E in cases of emergency.

Log Files

We use IP addresses to analyse trends, administer the site, track user’s movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information. Additionally, for systems administration, detecting usage patterns and troubleshooting purposes, our web servers automatically log standard access information including browser type, access times/open mail, URL requested, and referral URL. Any individually identifiable information related to this data will never be used in any way different to that stated above without your explicit permission.

Links from this website

We do not monitor or review the content of other party’s websites which are linked to from this website. Opinions expressed or material appearing on such websites are not necessarily shared or endorsed by us and should not be regarded as the publisher of such opinions or material. Please be aware that we are not responsible for the privacy practices, or content, of these sites. We encourage our users to be aware when they leave our site and to read the privacy statements of these sites. You should evaluate the security and trustworthiness of any other site connected to this site or accessed through this site yourself, before disclosing any personal information to them. This Company will not accept any responsibility for any loss or damage in whatever manner, howsoever caused, resulting from your disclosure to third parties of personal information.

Communication

Contact information can be found on the ‘Contact’ page on our website or via company literature. Stratum Clinics Ltd – Everything Skin Clinic Ltd. is a registered company in England and Wales. Registered number 09748379 – Registered Office 1 Angel Court, London, United Kingdom, EC2R 7HJ. By submitting an enquiry via our online enquiry forms, you are consenting to receive email communications from us. You can stop these emails at any time by unsubscribing by following the unsubscribe link at the bottom of your email.

Force Majeure

We are not liable for any failure to perform any obligation under any Agreement which is due to an event beyond our control including but not limited to any Act of God, terrorism, war, political insurgence, insurrection, riot, civil unrest, act of civil or military authority, uprising, earthquake, flood or any other natural or man-made eventuality outside of our control, which causes the termination of an agreement or contract entered into, nor which could have been reasonably foreseen.

Waiver

Failure of either Party to insist upon strict performance of any provision of this or any Agreement or the failure of either Party to exercise any right or remedy to which it, he or they are entitled hereunder shall not constitute a waiver thereof and shall not cause a diminution of the obligations under this or any Agreement. No waiver of any of the provisions of this or any Agreement shall be effective unless it is expressly stated to be such and signed by both Parties.

General

The laws of England and Wales govern these terms and conditions. By accessing this website and/or buying products from us directly or on our website, you consent to these terms and conditions and to the exclusive jurisdiction of the English courts in all disputes arising out of such access. If any of these terms are deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), then the invalid or unenforceable provision will be severed from these terms and the remaining terms will continue to apply. Failure of the Company to enforce any of the provisions set out in these Terms and Conditions and any Agreement, or failure to exercise any option to terminate, shall not be construed as waiver of such provisions and shall not affect the validity of these Terms and Conditions or of any Agreement or any part thereof, or the right thereafter to enforce each and every provision.

Notification of Changes

The Company reserves the right to change these conditions from time to time as it sees fit and your continued use of the site will signify your acceptance of any adjustment to these terms. If there are any changes to our privacy policy, we will announce that these changes have been made in these Terms & Conditions or on other key pages on our site. You are therefore advised to re-read this statement on a regular basis These terms and conditions form part of the Agreement between the client/patient and ourselves. Your accessing of this website and/or undertaking of a booking or buying products from us directly indicates your understanding, agreement to and acceptance, of the Disclaimer Notice and the full Terms and Conditions contained herein. Your statutory Consumer Rights are unaffected.

Insurance Policy

Stratum Clinics (and our partner clinics) and some of the consultants who work within our business are recognised healthcare insurance providers. If you plan to use your medical insurance policy, you will need to contact your insurer ahead of your appointment to obtain a preauthorisation. We require your membership number and preauthorisation code at the time of booking your appointment in order to bill your insurer directly. If you do not have these, then you may self-fund your appointment at the self pay fees and make a retrospective claim, although each insurer has different processes for this, and we recommend you familiarise yourself with your own insurers policy as they may not reimburse in full. We can provide you with a medical letter after your appointment and an invoice to support retrospective claims, but do not reimburse insurance shortfalls. For global or international insurers we will accept Letters of Guarantee for treatment. If you do not have a letter, our policy is for you to self-fund and reclaim costs through your insurer. Please email or call us if you have any questions and the team will be able to advise. Please note: if your insurance policy has an excess on your policy this is paid directly to us following instruction from your insurance provider or our finance team.

We are a Data Controller under the terms of the Data Protection Act 2017 and the Requirements of the EU General Data Protection Regulation. This Privacy Notice explains what Personal Data the practice holds, why we hold and process it, who we might share it with, and your rights and freedoms under the Law.

Types of Personal Data

The practice holds personal data in the following categories: Patient clinical and health data and correspondence. Staff employment data. Contractors’ data. Why we process Personal Data (what is the “purpose”) “Process” means we obtain, store, update and archive data.

• Patient data is held for the purpose of providing patients with appropriate, high quality, safe and effective dental care and treatment.
• Staff employment data is held in accordance with Employment, Taxation and Pensions law.
• Contractors’ data is held for the purpose of managing their contracts.

What is the Lawful Basis for processing Personal Data?

The Law says we must tell you this:

• We hold patients’ data because it is in our Legitimate Interest to do so. Without holding the data we cannot work effectively.
• We hold staff employment data because it is a Legal Obligation for us to do so.
• We hold contractors’ data because it is needed to Fulfil a Contract with us.

Who might we share your data with? We can only share data if it is done securely and it is necessary to do so. Patient data may be shared with other healthcare professionals who need to be involved in your care (for example if we refer you to a specialist or need laboratory work undertaken). [Patient data may also be stored for back-up purposes with our computer software suppliers] [who may also store it securely] [overseas]. Employment data will be shared with government agencies such as HMRC.

Your Rights

You have the right to:

Be informed about the personal data we hold and why we hold it.

• Access a copy of your data that we hold by contacting us directly: we will acknowledge your request and supply a response within one month or sooner.
• Check the information we hold about you is correct and to make corrections if not
• Have your data erased in certain circumstances.
• Transfer your data to someone else if you tell us to do so and it is safe and legal to do so.
• Tell us not to actively process or update your data in certain circumstances.

How long is the Personal Data stored for?

• We will store patient data for as long as we are providing care, treatment or recalling patients for further care. We will archive (that is, store it without further action) for as long as is required for legal purposes as recommended by the NHS or other trusted experts recommend.
• We must store employment data for six years after an employee has left.
• We must store contractors’ data for seven years after the contract is ended.

What if you are not happy or wish to raise a concern about our data processing? You can complain in the first instance to our Data Protection Officer, by emailing enquiries@stratumclinics.com and we will do our best to resolve the matter. If this fails,you can complain to the Information Commissioner at www.ico.org.uk/concerns or by calling 0303 123 1113