Access and Appointment Management Policy

Access & Appointment Management Policy

HAUS OF ÄSTHETIK

Responsive (Meeting Patient Needs & Adapting Services)

 

1. Purpose

HAUS OF ÄSTHETIK is committed to ensuring that patients have timely, efficient, and flexible access to aesthetic treatments and consultations. This policy outlines our commitment to reducing wait times, providing an accessible booking system, and ensuring a smooth appointment process while complying with CQC, Save Face, NICE, and UK healthcare regulatory standards.

This policy aligns with:

   • Care Quality Commission (CQC) Regulation 9 – Person-Centred Care

   • NICE Guidelines on Patient Experience and Accessibility

   • Health and Social Care Act 2008 (Regulated Activities) Regulations 2014

   • Save Face Standards for Appointment Management & Service Accessibility

   • Equality Act 2010 – Non-Discriminatory Access to Healthcare Services

 

2. Scope

This policy applies to:

   • All staff members are responsible for appointment scheduling and patient management.

   • All new and existing patients seeking aesthetic treatments.

   • All digital and telephone booking systems used at HAUS OF ÄSTHETIK.

 

3. Appointment Booking System

3.1 Online & Telephone Booking

   • Patients can book appointments through the clinic's website, online booking system, or via telephone.

   • Confirmation emails and reminders will be sent automatically upon booking.

   • Patients will be required to complete a pre-treatment medical questionnaire and consent form via the Insync Consent System before attending their appointment.

3.2 Availability & Timely Access

   • Appointments will be scheduled based on patient needs, urgency, and availability of practitioners.

   • Urgent cases (e.g., complications requiring follow-up) will be prioritised for immediate review.

   • Routine appointments should have a maximum waiting time of two weeks, with availability for urgent reviews within 48 hours.

3.3 Flexible Appointment Options

• HAUS OF ÄSTHETIK will provide:

   o Extended opening hours where possible.

   o Weekend or late evening appointments based on demand.

   o Virtual consultations where applicable.

 

4. Managing Cancellations & No-Shows

4.1 Cancellation Policy

   • Patients must provide at least 48 hours notice for cancellations or rescheduling.

   • Failure to provide notice will result in a cancellation fee being taken, that being the procedure deposit being taken unless due to unforeseen medical or emergency circumstances.

4.2 No-Show Policy

   • If a patient fails to attend an appointment without prior notice:

   o They will receive a written notification via email advising them that the calculation fee has been taken.

   o Repeated no-shows may require full procedure pre-payment for future bookings.

 

5. Patient Accessibility & Inclusivity

5.1 Compliance with the Equality Act 2010

   • All appointments will be offered without discrimination based on age, gender, race, disability, socioeconomic status, or any other protected characteristic.

   • Reasonable adjustments will be made for patients with disabilities or special needs (e.g., wheelchair access, communication support).

5.2 Communication Support

   • If a patient requires translation services, sign language interpreters, or additional assistance, they must inform the clinic at the time of booking.

   • Information on treatments and aftercare will be available in accessible formats upon request.

 

6. Emergency & Urgent Appointments

   • If a patient experiences a complication or adverse reaction, they will be offered an urgent review within 48 hours.

   • Emergency contact information will be provided post-treatment for out-of-hours support.

 

7. Monitoring & Compliance

   • Appointment wait times, cancellations, and patient accessibility requests will be monitored quarterly.

   • Feedback from patients regarding appointment accessibility will be collected through Trustpilot reviews and internal surveys.

   • Annual audits will assess compliance with CQC, Save Face, and NICE standards to ensure continuous service improvements.

 

8. Conclusion

HAUS OF ÄSTHETIK is committed to ensuring timely, accessible, and patient-centred appointment management, prioritising safety, convenience, and high-quality care. This policy supports our dedication to regulatory compliance and excellence in aesthetic healthcare.