Cookie Policy
Effective Date: 16-Feb-2024
Last Updated: 16-Feb-2024
What are cookies?
This Cookie Policy explains what cookies are and how we use them, the types of cookies we use i.e, the information we collect using cookies and how that information is used, and how to manage the cookie settings.
Cookies are small text files that are used to store small pieces of information. They are stored on your device when the website is loaded on your browser. These cookies help us make the website function properly, make it more secure, provide better user experience, and understand how the website performs and to analyze what works and where it needs improvement.
How do we use cookies?
As most of the online services, our website uses first-party and third-party cookies for several purposes. First-party cookies are mostly necessary for the website to function the right way, and they do not collect any of your personally identifiable data.
The third-party cookies used on our website are mainly for understanding how the website performs, how you interact with our website, keeping our services secure, providing advertisements that are relevant to you, and all in all providing you with a better and improved user experience and help speed up your future interactions with our website.
Types of Cookies we use
Necessary
Necessary cookies are required to enable the basic features of this site, such as providing secure log-in or adjusting your consent preferences. These cookies do not store any personally identifiable data.
Cookie | Duration | Description |
---|---|---|
cookieyes-consent | 1 year | CookieYes sets this cookie to remember users’ consent preferences so that their preferences are respected on subsequent visits to this site. It does not collect or store any personal information about the site visitors. |
elementor | never | The website’s WordPress theme uses this cookie. It allows the website owner to implement or change the website’s content in real-time. |
Analytics
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics such as the number of visitors, bounce rate, traffic source, etc.
Cookie | Duration | Description |
---|---|---|
_ga_* | 1 year 1 month 4 days | Google Analytics sets this cookie to store and count page views. |
_ga | 1 year 1 month 4 days | Google Analytics sets this cookie to calculate visitor, session and campaign data and track site usage for the site’s analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognise unique visitors. |
Uncategorized
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
Cookie | Duration | Description |
---|---|---|
_cfuvid | session | Description is currently not available. |
Manage cookie preferences
Cookie SettingsYou can change your cookie preferences any time by clicking the above button. This will let you revisit the cookie consent banner and change your preferences or withdraw your consent right away.
In addition to this, different browsers provide different methods to block and delete cookies used by websites. You can change the settings of your browser to block/delete the cookies. Listed below are the links to the support documents on how to manage and delete cookies from the major web browsers.
Chrome: https://support.google.com/accounts/answer/32050
Safari: https://support.apple.com/en-in/guide/safari/sfri11471/mac
Internet Explorer: https://support.microsoft.com/en-us/topic/how-to-delete-cookie-files-in-internet-explorer-bca9446f-d873-78de-77ba-d42645fa52fc
If you are using any other web browser, please visit your browser’s official support documents.
- ensure that the immediate health care needs of the person affected by the concern are being met (where the person affected is still in Medisonal Limited care)
- make sure that the person raising the concern does not wish to make a formal complaint
- undertake any enquiries required to resolve the matter respond to the person raising the concern with the appropriate information/advice/apology and/or explain what has been done to resolve the matter
- offer the person raising the concern the opportunity to discuss their concern further.
- contact the complainant to identify the outcome that they are seeking
- provide the complainant the opportunity to give their account and views of what took place
- review the relevant documentation, checking for evidence regarding issues raised
- interview any staff involved in the incident
- develop a timeline of what happened
- identify any shortfalls in level(s) of care provided
- when appropriate, using a Root Cause Analysis, identify the causes/contributory factors/validity of the concerns that have been raised
- identify clear and assigned actions to prevent recurrence and to improve care quality.
- decide whether the complaint should be upheld in full, upheld in part or not upheld
- make a record of the details of the investigation, outcomes and actions to be taken on the incident management system.
- outline how the complaint has been considered
- explain how conclusions have been reached in relation to the complaint and whether it was upheld in part, in full or not upheld
- describe how any action needed as a result of the complaint has been taken, or is proposed to be taken
- explain that if they are not happy with the findings, an internal appeal is possible
- provide details of the appropriate ombudsman*, should the complainant still be unhappy and wish for their complaint to undergo external review.
- take the time to understand the details of the initial investigation and outcome
- contact the complainant to understand the reason(s) why they are not happy with the initial investigation outcome
- appoint an appropriate independent (non-biased) individual within the business to carry out the appeal investigation
- provide the complainant with the name and contact details of the Independent Investigator.
- review the initial investigation and outcome
- meet with or contact the complainant to discuss their continuing concerns
- carry out further investigation, if necessary
- decide whether or not the initial investigation outcome should be upheld
- provide the complainant with relevant feedback and inform them of the appeal outcome.
- persistence with pursing a complaint despite Medisonal Limited complaints procedure outlined above having been fully exhausted
- frequently bringing up further concerns and questions with a view to prolonging contact with Medisonal Limited. It is important that new issues are not dismissed, if they are significantly different from the original complaint it may be that they can be addressed as a separate complaint
- being unwilling to accept documented evidence of care given as being factual, including denying receipt of an adequate response to their complaint
- being unable to identify specific issues they wish to be investigated despite all reasonable efforts to assist them
- focussing on a trivial matter that is out of proportion to its significance (careful judgement should be used in using this criterion as it requires a subjective judgement)
- threatening or using physical violence towards staff. This criterion on its own will cause verbal contact with the complainant to cease. Any further communication following this should be solely in written format. Any threats of, or use of, violence should be reported on the incident management system
- placing unreasonable demands on Medisonal Limited’s staff. Discretion is required to determine how many contacts constitute excessive, along with good judgement based on the specific circumstances of each individual case
- harassing or being abusive on more than one occasion to the person dealing with the complaint. If the behaviour is sufficiently severe this may be sufficient to classify it as vexatious
- meetings or conversations are known to have been recorded electronically without the prior knowledge or consent of all parties involved
- displaying unreasonable demands or expectations and failing to accept that these may be unreasonable despite a clear explanation having been provided as to what constitutes unreasonable.
- informing the complainant that they are at risk of being classified as habitual or vexatious. A copy of this policy should be sent to them and they should be advised to consider the criteria outlined when dealing with Medisonal Limited in the future
- declining further contact with the complainant, either in person, by telephone, letter, email or text whilst ensuring that one route of contact remains available. Alternatively, further contact could be restricted to liaison via a third party
- notify the complainant in writing that the Senior Management Team has responded fully to the points raised and has tried to resolve the complaint, that there is nothing more to add and that continuing contact on the matter will serve no useful purpose. Complainants should be notified that correspondence is at an end and that further communications will not be acknowledged or answered
- inform complainants that in extreme circumstances Medisonal Limited reserves the right to refer unreasonable or vexatious complainants to solicitors and, if appropriate, the police.
- a staff member is given guidance as to what areas of information they will require from them in a timely manner, allowing time for them to gain support from colleagues and/or unions
- good information governance practice is maintained and that information regarding specific individuals is treated confidentially and with respect; sharing will only take place as far as required to conduct the investigation
- conduct interviews in a professional and supportive manner
- ensure that staff know that the review is being conducted as part of a learning and safety culture, as opposed to the apportioning of blame
- keep staff up to date on the review’s progress.
Code of Conduct Principles
As members of the Medisonal clinic and associated individuals or organisations agree to:
- Exhibit and encourage ethical and professional behaviour, accepting our positive duty to observe the highest possible standards in the practice ofhealthcare communications
- Ensure reasonable steps are taken to inform, update and train all relevant personnel on a continuous basis
- Abide by all relevant statutes and guidelines (e.g. The Medicines Act, ABPI, MRS and PAGB codes ofpractice)
- Conductall other activities with proper regard towards healthcare professionals, other professionals and organisations, the media and the public
- Display professional respect, integrity, fairness and honesty in all dealings, relationships and negotiations
- Have a positive duty to respect the truth at all times, ensuring information is balanced and accurate and not to disseminate facts or misleading information knowingly or recklessly, using proper care to avoid doing so inadvertently
Medisonal Clinic Cancellation Policy: How we handle cancellations
We understand that sometimes unexpected circumstances may arise, and you may need to cancel or reschedule your appointment. To ensure the smooth operation of our clinic and provide quality care to all our patients, we have implemented the following cancellation policy:
Minimum Notice: We kindly request that you provide a minimum of 48 hours’ notice for any appointment cancellation or rescheduling. This allows us to offer the appointment slot to another patient in need of medical care.
Refund Policy: If you cancel or reschedule your appointment with at least 48 hours’ notice, we will provide a full refund of any payments made for the appointment. However, if the cancellation or rescheduling request is made within the 48-hour window, no refund will be provided.
Cancellation Methods: To cancel or reschedule your appointment, please contact our clinic directly via phone or email. If contacting us by email, please ensure that you receive a confirmation of cancellation from our staff.
Late Cancellations and No-Shows: Failure to provide the minimum required notice or not showing up for a scheduled appointment without prior notification will be considered a late cancellation or a no-show. In such cases, no refund will be provided.
Rescheduling: We understand that unexpected situations may occur, and you may need to reschedule your appointment. If you wish to reschedule your appointment with at least 48 hours’ notice, we will accommodate your request based on availability.
Emergency Situations: We recognize that emergencies can happen, and if you are unable to provide the minimum notice due to unforeseen circumstances, please inform us as soon as possible. We will review each case individually and make a decision regarding the refund based on the nature of the emergency.
Multiple Late Cancellations or No-Shows: Repeated instances of late cancellations or no-shows may result in limitations on future appointment scheduling.
We appreciate your understanding and cooperation in adhering to our cancellation policy. It allows us to effectively manage our schedule and provide the best possible care to all our patients. If you have any questions or require further clarification, please feel free to contact our clinic directly.
Note: This cancellation policy is subject to change without prior notice. Please refer to our website or contact our clinic to ensure you have the most up-to-date information regarding our cancellation policy.
Insurer cover
Not all insurance companies will bear the cost of consultations or investigations such as blood test, x-ray, scan etc. or cover cancellation fees. Insurance excess fees may also apply; any shortfall in payment not covered by your insurer is your personal responsibility. Please make sure that you establish your level of cover before any consultation. We accept no responsibility for the non-payment of any fees by insurance companies and reserve the right to secure payment for all costs incurred. If you are claiming payment through health insurance, you will need to contact your provider before you start treatment, confirm cover and obtain an authorisation/claim number. In this case we will invoice your insurer directly for any treatment that you have had. Please note without an insurance authorisation/claim number, we reserve the right to charge you directly for any consultations/treatments or products. We do not monitor expiry of your authorisation/claim number. Please keep your own records of expiry or maximum number of treatments permitted.