Our Policies

Version: 1.0
Effective Date: 01/07/2026
Review Date: Annually
Company Name: Imperial Medica Limited
Company Number: 16001519

1. INTRODUCTION

These Terms and Conditions govern the provision of services by Imperial Medica Limited (“Imperial Medica”, “the Clinic”, “we”, “our”, “us”) to any individual accessing, booking, or receiving services from the Clinic (“Patient”, “you”, “your”).

By booking an appointment, attending a consultation, using our website, requesting medical services, or making payment for services, you agree to be bound by these Terms and Conditions.

These Terms and Conditions form a legally binding agreement between Imperial Medica Limited and the Patient.

Imperial Medica is an independent private healthcare provider and does not provide NHS services unless expressly stated.

2. OUR SERVICES

Imperial Medica may provide:

·      Private GP consultations

·      Face-to-face consultations

·      Telephone consultations

·      Video consultations

·      Health assessments

·      Medical examinations

·      Blood tests

·      Diagnostic investigations

·      Referrals to specialists

·      Medical reports

·      Occupational health assessments

·      Health screening services

·      Weight management services

·      Minor surgical procedures

·      Joint injections

·      Ear microsuction services

·      Travel health advice

·      Private prescriptions

·      Other healthcare services as introduced from time to time

The availability of services may vary depending on clinician availability and clinical suitability.

3. ELIGIBILITY

Patients must provide accurate information regarding:

·      Identity

·      Address

·      Contact details

·      Date of birth

·      Medical history

·      Current medications

·      Allergies

We reserve the right to request photographic identification.

Patients under the age of 18 may only be seen where services are specifically offered to children and where appropriate parental responsibility or legal authority exists.

Some services may only be available to patients aged 18 years and above.

4. PRIVATE HEALTHCARE STATUS

Imperial Medica operates independently from the NHS.

Patients acknowledge that:

·      Services are private and chargeable.

·      Fees are payable whether or not NHS services may be available.

·      NHS prescriptions cannot be guaranteed.

·      NHS referrals cannot be guaranteed.

·      NHS investigations cannot be guaranteed.

Any recommendation made by our clinicians remains subject to acceptance by NHS providers.

5. APPOINTMENTS

Appointments may be booked:

·      Online

·      By telephone

·      By email

·      Through approved booking systems

Appointment availability cannot be guaranteed.

Appointments are allocated based upon:

·      Clinical need

·      Availability

·      Clinician expertise

Patients must arrive on time.

Late arrival may result in:

·      Reduced consultation time

·      Rebooking

·      Cancellation without refund

6. TELEPHONE AND VIDEO CONSULTATIONS

Remote consultations may not be suitable for all conditions.

Patients acknowledge:

·      Certain diagnoses require physical examination.

·      Remote consultations have limitations.

·      Technical failures may occur.

·      Clinical decisions may be based upon information provided by the patient.

Clinicians may require:

·      Face-to-face assessment

·      Emergency assessment

·      Additional investigations

before definitive advice can be given.

7. CLINICAL DECISION MAKING

Clinical decisions remain solely the responsibility of the treating clinician.

Patients cannot demand:

·      Specific medications

·      Specific investigations

·      Specific referrals

·      Specific treatments

where these are not clinically indicated.

Clinicians reserve the right to decline requests where:

·      Treatment is unsafe

·      Treatment is inappropriate

·      Treatment falls outside professional guidance

·      Treatment is contrary to GMC guidance

8. PRESCRIPTIONS

Private prescriptions may be issued where clinically appropriate.

Prescription charges are separate from consultation fees unless otherwise stated.

Imperial Medica cannot guarantee:

·      Medication availability

·      Pharmacy stock

·      Medication pricing

Controlled drugs may not be prescribed.

Repeat prescriptions remain subject to clinical review.

The Clinic reserves the right to refuse prescription requests where:

·      Monitoring requirements have not been met

·      Clinical information is incomplete

·      Safety concerns exist

9. REFERRALS

Where clinically appropriate, patients may be referred to:

·      NHS specialists

·      Private specialists

·      Allied health professionals

·      Diagnostic providers

Referral acceptance remains entirely at the discretion of the receiving organisation.

Imperial Medica accepts no responsibility for:

·      Referral waiting times

·      Specialist availability

·      NHS acceptance criteria

·      Specialist fees

10. INVESTIGATIONS

Investigations may include:

·      Blood tests

·      Urine tests

·      Swabs

·      ECGs

·      Imaging

·      Other diagnostic tests

Results may be affected by:

·      Laboratory delays

·      External providers

·      Technical issues

Turnaround times are estimates only.

The Clinic accepts no liability for delays caused by third parties.

11. RESULTS MANAGEMENT

Patients remain responsible for ensuring they receive results.

Imperial Medica will make reasonable efforts to communicate results.

However:

·      Patients must ensure contact details remain current.

·      Patients should contact the Clinic if results have not been received within expected timescales.

Failure to receive results does not remove patient responsibility to seek follow-up.

12. MEDICAL REPORTS, LETTERS AND FORMS

The Clinic may provide:

·      Referral letters

·      Insurance reports

·      Occupational health reports

·      Medical certificates

·      Fitness certificates

·      Employer reports

Additional charges may apply.

Imperial Medica aims to complete documentation within 24 hours where reasonably practicable.

This target is not guaranteed.

Delays may occur due to:

·      Clinical complexity

·      Safeguarding concerns

·      Information gathering requirements

·      Clinician availability

·      System failures

·      High demand

·      External dependencies

·      Circumstances beyond our control

The Clinic shall not be liable for losses arising from delays in document completion where reasonable efforts have been made.

No guarantee is provided regarding acceptance of reports by third parties.

13. EMERGENCIES

Imperial Medica is not an emergency service.

Patients experiencing:

·      Chest pain

·      Breathing difficulties

·      Stroke symptoms

·      Severe bleeding

·      Collapse

·      Mental health crisis

·      Any life-threatening condition

must contact:

·      999

·      NHS 111

·      Local emergency services

The Clinic accepts no responsibility where emergency services should reasonably have been sought.

14. FEES AND CHARGES

Fees are published separately.

Fees may change without notice.

Payment may be required:

·      At booking

·      Before consultation

·      After consultation

depending on the service.

Additional fees may apply for:

·      Reports

·      Letters

·      Forms

·      Prescriptions

·      Investigations

·      Procedures

15. PAYMENT TERMS

Payment methods may include:

·      Credit card

·      Debit card

·      Bank transfer

·      Approved payment platforms

Outstanding fees must be settled immediately.

The Clinic reserves the right to:

·      Refuse future appointments

·      Withhold non-essential services

·      Pursue debt recovery

for unpaid fees.

16. PATIENT RESPONSIBILITIES

Patients agree to:

·      Provide accurate information.

·      Disclose relevant medical history.

·      Follow clinical advice.

·      Attend appointments.

·      Treat staff respectfully.

·      Update contact details.

Failure to do so may compromise care.

17. UNACCEPTABLE BEHAVIOUR

The Clinic operates a zero-tolerance policy towards:

·      Violence

·      Threats

·      Harassment

·      Discrimination

·      Abuse

·      Aggressive conduct

The Clinic may immediately terminate services where such behaviour occurs.

18. CONFIDENTIALITY

Imperial Medica complies with:

·      UK GDPR

·      Data Protection Act 2018

·      GMC Confidentiality Guidance

Patient information will remain confidential except where disclosure is:

·      Required by law

·      Required for safeguarding

·      Necessary for direct care

·      Required by court order

·      In the public interest

19. DATA PROTECTION

Patient information may be processed for:

·      Direct healthcare

·      Administration

·      Quality improvement

·      Regulatory compliance

·      Legal obligations

Patients should refer to our Privacy Policy for further information.

20. CONSENT

Consent will be obtained where required.

Patients may withdraw consent at any time.

Withdrawal of consent may limit the services we can provide.

21. SAFEGUARDING

The Clinic has safeguarding responsibilities.

Where concerns arise regarding:

·      Children

·      Vulnerable adults

·      Serious risk of harm

information may be shared without consent where legally justified.

22. CHAPERONES

Patients may request a chaperone for examinations.

Clinicians may require a chaperone to be present during intimate examinations.

Further details are set out within the Chaperone Policy.

23. COMPLAINTS

Patients have the right to raise concerns or complaints.

Complaints should initially be directed to:

The Registered Manager
Imperial Medica Limited

Complaints will be handled fairly, transparently, and in accordance with the Clinic’s Complaints Policy.

24. LIMITATION OF LIABILITY

Nothing in these Terms excludes liability where exclusion would be unlawful.

Subject to this:

Imperial Medica shall not be liable for:

·      Indirect losses

·      Consequential losses

·      Loss of earnings

·      Loss of opportunity

·      Delays caused by third parties

·      System outages

·      Force majeure events

Liability shall be limited to the amount paid for the relevant service unless otherwise required by law.

25. FORCE MAJEURE

The Clinic shall not be liable for failure to perform obligations due to:

·      Power failures

·      IT failures

·      Industrial action

·      Pandemics

·      Severe weather

·      Government restrictions

·      Other events beyond reasonable control

26. TERMINATION OF SERVICES

The Clinic may terminate services where:

·      Fees remain unpaid.

·      Patients behave abusively.

·      Clinical relationships break down.

·      Continuing care is unsafe.

Appropriate notice will be provided where possible.

27. GOVERNING LAW

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes shall be subject to the exclusive jurisdiction of the Courts of England and Wales.

28. REVIEW OF TERMS

Imperial Medica reserves the right to amend these Terms and Conditions at any time.

The latest version will be made available through the Clinic website and upon request.

Patient use of Imperial Medica services constitutes acceptance of these Terms and Conditions.

Version: 1.0
Effective Date: 01/07/2027
Review Date: Annually
Policy Owner: Operations Manager / Registered Manager
Approved By: Directors of Imperial Medica Limited

1. POLICY STATEMENT

Imperial Medica Limited is committed to providing accessible, high-quality private healthcare services whilst ensuring that clinical appointments, procedures and clinician time are used efficiently.

Missed appointments, late cancellations and non-attendance prevent other patients from accessing care and result in lost clinical capacity.

This policy explains:

·      Appointment booking requirements

·      Cancellation procedures

·      Refund arrangements

·      Non-attendance charges

·      Rescheduling arrangements

·      Exceptional circumstances

·      Procedures and package cancellations

This policy forms part of the contractual Terms and Conditions of Imperial Medica Limited.

2. PURPOSE

The purpose of this policy is to:

·      Ensure fair and transparent charging arrangements.

·      Reduce missed appointments.

·      Protect clinical resources.

·      Support business sustainability.

·      Ensure compliance with UK consumer legislation.

·      Maintain consistency across all services.

3. SCOPE

This policy applies to all services provided by Imperial Medica Limited including:

·      GP consultations

·      Telephone consultations

·      Video consultations

·      Health assessments

·      Weight management services

·      Ear microsuction services

·      Joint injection clinics

·      Minor surgery procedures

·      Blood tests

·      Medical examinations

·      Occupational health assessments

·      Medical reports

·      Administrative services

·      Specialist clinics

·      Any future services introduced by Imperial Medica

4. APPOINTMENT BOOKINGS

Appointments may be booked through:

·      Website booking systems

·      Telephone

·      Email

·      Administrative staff

·      Approved third-party booking platforms

Payment may be required at the time of booking.

Appointments are not confirmed until payment has been successfully received where applicable.

5. PATIENT CANCELLATION POLICY

Patients may cancel appointments by:

·      Telephone

·      Email

·      Online booking system (where available)

The cancellation date and time will be determined by the time the cancellation request is received by Imperial Medica.

6. CANCELLATIONS MORE THAN 24 HOURS BEFORE APPOINTMENT

Where cancellation occurs more than 24 hours before the scheduled appointment time:

Patients may choose:

Option 1

Full refund.

Option 2

Transfer of payment to another appointment.

Option 3

Credit held on account for future services.

Refunds will normally be processed within 7–14 working days.

7. CANCELLATIONS LESS THAN 24 HOURS BEFORE APPOINTMENT

Where cancellation occurs less than 24 hours before the appointment:

No refund will normally be provided.

This is because:

·      Clinical time has been reserved.

·      It is often not possible to reallocate appointments at short notice.

·      Costs have already been incurred.

Management may exercise discretion in exceptional circumstances.

8. NON-ATTENDANCE (DNA)

A patient is considered a non-attender where:

·      They fail to attend.

·      They fail to answer telephone consultations.

·      They fail to join video consultations.

·      They arrive too late for the appointment to proceed safely.

Non-attendance will normally result in:

·      Loss of appointment.

·      No refund.

·      Full fee remaining payable.

The clinician will not usually be obliged to extend the appointment beyond the allocated slot.

9. LATE ARRIVAL

Patients are encouraged to arrive at least:

·      10 minutes before face-to-face appointments.

Where a patient arrives late:

The clinician may:

·      Proceed with a shortened consultation.

·      Rearrange the appointment.

·      Treat the appointment as a non-attendance.

This decision will depend upon:

·      Clinical safety.

·      Appointment availability.

·      Impact on other patients.

No refund will normally be provided.

10. CLINIC CANCELLATION

Imperial Medica reserves the right to cancel appointments where:

·      Clinician illness occurs.

·      Unexpected emergencies arise.

·      Equipment failures occur.

·      Premises become unavailable.

·      Circumstances arise beyond our reasonable control.

Where the clinic cancels:

Patients will be offered:

Option 1

Alternative appointment.

Option 2

Full refund.

Imperial Medica shall not be responsible for:

·      Travel costs.

·      Accommodation costs.

·      Loss of earnings.

·      Consequential losses.

11. TELEPHONE AND VIDEO CONSULTATIONS

Failure to answer calls or join video consultations within:

10 minutes of the scheduled appointment time

may be treated as non-attendance.

Reasonable attempts may be made to contact the patient.

The clinician’s decision shall be final.

12. PROCEDURES AND SPECIALIST APPOINTMENTS

Certain appointments require:

·      Equipment preparation

·      Medication preparation

·      Room allocation

·      Additional staffing

These may include:

·      Joint injections

·      Minor surgery

·      Microsuction

·      Health assessments

Additional cancellation restrictions may apply.

Patients will be informed at booking.

13. BLOOD TESTS AND LABORATORY SERVICES

Once laboratory processing has commenced:

No refund will be available.

This includes:

·      Blood tests

·      Swabs

·      Urine testing

·      Pathology services

Third-party laboratory charges may remain payable regardless of attendance.

14. PRESCRIPTION FEES

Private prescription charges are non-refundable once:

·      A prescription has been issued.

·      Clinical review has been completed.

·      Administrative processing has commenced.

Medication costs paid directly to pharmacies remain subject to pharmacy policies.

15. REFERRAL LETTERS AND REPORTS

Charges relating to:

·      Referral letters

·      Occupational health reports

·      Insurance reports

·      Medical certificates

·      Administrative forms

are non-refundable once work has commenced.

Work is deemed to commence once:

·      Clinical review begins.

·      Documentation drafting begins.

·      Information gathering begins.

16. WEIGHT MANAGEMENT PROGRAMMES

Where patients enrol in structured programmes:

·      Consultation fees already delivered are non-refundable.

·      Medication costs are non-refundable once ordered.

·      Laboratory costs are non-refundable once incurred.

Future unused appointments may be refunded at the discretion of management and subject to package terms.

17. PACKAGE SERVICES

Where discounted packages are purchased:

Refund calculations may take account of:

·      Services already provided.

·      Discounts applied.

·      Administrative costs incurred.

Imperial Medica reserves the right to recalculate charges based on standard individual service prices where packages are cancelled early.

18. EXCEPTIONAL CIRCUMSTANCES

Imperial Medica recognises that genuine emergencies occur.

Examples may include:

·      Hospital admission

·      Serious illness

·      Bereavement

·      Road traffic collision

·      Significant family emergency

Evidence may be requested.

Management may:

·      Waive cancellation fees.

·      Offer rebooking.

·      Provide partial refunds.

·      Provide full refunds.

These decisions remain entirely discretionary.

19. REFUND PROCESS

Approved refunds will normally be returned:

·      To the original payment method.

·      Within 7–14 working days.

Processing times may vary depending on banking providers.

20. REFUNDS NOT AVAILABLE

Refunds will generally not be available where:

·      The appointment has been completed.

·      The patient chooses not to follow medical advice.

·      A referral is not accepted.

·      Medication is unavailable elsewhere.

·      Desired outcomes are not achieved.

·      Investigations are normal.

·      Administrative work has commenced.

·      The patient fails to attend.

21. PATIENT DISSATISFACTION

A request for a refund does not automatically indicate clinical negligence or service failure.

Where concerns exist:

Patients may use the clinic complaints process.

Refund requests and complaints will be considered separately.

22. FORCE MAJEURE

Imperial Medica shall not be liable for delays, cancellations or service interruptions arising from:

·      Severe weather

·      Industrial action

·      National emergencies

·      Utility failures

·      IT failures

·      Cyber incidents

·      Government restrictions

·      Pandemics

·      Circumstances beyond our reasonable control

Refunds in such circumstances will be considered on a case-by-case basis.

23. LIMITATION OF LIABILITY

To the maximum extent permitted by law:

Imperial Medica shall not be liable for:

·      Travel expenses

·      Accommodation costs

·      Childcare costs

·      Loss of earnings

·      Business interruption

·      Consequential losses

arising from cancelled, delayed or rearranged appointments.

Nothing in this policy excludes liability where such exclusion would be unlawful.

24. REPEAT NON-ATTENDANCE

Where repeated non-attendance occurs, Imperial Medica reserves the right to:

·      Require advance payment.

·      Refuse future bookings.

·      Remove patients from certain services.

·      Restrict online booking access.

This decision will be documented and proportionate.

25. EQUALITY AND REASONABLE ADJUSTMENTS

Imperial Medica will make reasonable adjustments for patients who:

·      Have disabilities.

·      Have communication difficulties.

·      Require additional support.

Requests should be made in advance wherever possible.

26. DISPUTES

Any dispute regarding fees, cancellations or refunds should initially be submitted in writing to:

The Registered Manager Imperial Medica Limited

The matter will be reviewed fairly and objectively.

27. GOVERNING LAW

This policy shall be governed by the laws of England and Wales.

Any disputes shall be subject to the jurisdiction of the Courts of England and Wales.

28. POLICY REVIEW

This policy will be reviewed:

·      Annually

·      Following legal changes

·      Following significant complaints

·      Following service changes

29. APPROVAL

Approved by:

Imperial Medica Limited Directors

Date: 01/07/2026

Review Date: 1/07/2027

APPENDIX 1 – STANDARD PATIENT NOTICE

Cancellation Notice

Appointments cancelled more than 24 hours before the appointment time are eligible for a full refund or rebooking.

Appointments cancelled less than 24 hours before the appointment time are normally non-refundable.

Failure to attend an appointment without notice will result in the loss of the appointment fee.

Certain services, prescriptions, reports, investigations and laboratory fees may be non-refundable once work has commenced.

Imperial Medica reserves the right to exercise discretion in exceptional circumstances.

Version: 1.0
Effective Date: 01/07/2026
Review Date: Annually
Policy Owner: Registered Manager
Approved By: Directors of Imperial Medica Limited

1. POLICY STATEMENT

Imperial Medica Limited is committed to providing safe, effective, caring, responsive and well-led healthcare services.

We recognise that despite our best efforts there may be occasions when patients, relatives, carers or representatives are dissatisfied with the service received.

We welcome complaints, concerns, comments and compliments as valuable opportunities to:

·      Improve patient care

·      Improve patient experience

·      Learn from mistakes

·      Identify service improvements

·      Promote openness and transparency

·      Meet regulatory requirements

We are committed to ensuring that all complaints are handled:

·      Promptly

·      Fairly

·      Transparently

·      Respectfully

·      Without discrimination

·      Without detriment to ongoing care

No individual will be treated unfairly for raising a concern or complaint.

2. PURPOSE

The purpose of this policy is to ensure compliance with:

·      Health and Social Care Act 2008

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

·      CQC Regulation 16: Receiving and Acting on Complaints

·      Duty of Candour Regulations

·      NHS and Independent Healthcare Complaints Guidance

·      GMC Good Medical Practice

·      Equality Act 2010

This policy establishes a clear framework for:

·      Receiving complaints

·      Investigating complaints

·      Responding to complaints

·      Learning from complaints

·      Monitoring complaint trends

3. SCOPE

This policy applies to:

·      Patients

·      Parents

·      Guardians

·      Relatives

·      Carers

·      Advocates

·      Representatives acting on behalf of patients

It applies to all services delivered by Imperial Medica Limited including:

·      GP consultations

·      Video consultations

·      Telephone consultations

·      Face-to-face consultations

·      Health screening services

·      Blood testing services

·      Weight management services

·      Ear microsuction services

·      Minor surgery services

·      Joint injection clinics

·      Administrative services

4. DEFINITIONS

Concern

A concern is an issue raised that may be resolved immediately without formal investigation.

Complaint

A complaint is an expression of dissatisfaction requiring investigation and formal response.

Complainant

The individual making the complaint.

Duty of Candour

The legal requirement to be open and honest when things go wrong.

5. COMPLAINTS PRINCIPLES

Imperial Medica is committed to:

Accessibility

Patients must be able to raise concerns easily.

Fairness

All complaints will be investigated objectively.

Confidentiality

Information will only be shared on a need-to-know basis.

Timeliness

Complaints will be addressed promptly.

Learning

Complaints will drive service improvement.

Non-Retaliation

Care will never be adversely affected because a complaint has been made.

6. WHO CAN MAKE A COMPLAINT

Complaints may be made by:

·      Patients

·      Parents

·      Legal guardians

·      Individuals with legal authority

·      Representatives with patient consent

·      Next of kin where appropriate

Where a complaint is submitted by a third party, written consent may be required before confidential information is disclosed.

7. HOW TO MAKE A COMPLAINT

Complaints may be submitted:

In Writing

Email: [Insert Complaints Email]

Postal Address: Imperial Medica Limited [Insert Address]

By Telephone

[Insert Number]

In Person

Patients may speak with a member of staff who will document the complaint.

8. INFORMAL RESOLUTION

Many concerns can be resolved quickly without formal investigation.

Staff should attempt to:

·      Listen carefully

·      Clarify concerns

·      Apologise where appropriate

·      Resolve issues immediately where possible

If resolution is not achieved, the matter will be escalated to the formal complaints process.

9. FORMAL COMPLAINTS PROCEDURE

Upon receipt of a formal complaint:

Stage 1 – Acknowledgement

The complaint will be acknowledged within:

Three (3) working days

The acknowledgement will include:

·      Confirmation of receipt

·      Summary of complaint issues

·      Investigation process

·      Expected timescale

Stage 2 – Investigation

The complaint will be reviewed by:

·      Registered Manager

·      Clinical Lead

·      Director

depending on the nature of the complaint.

The investigation may include:

·      Review of medical records

·      Staff interviews

·      Review of correspondence

·      Review of policies

·      Review of systems and processes

Stage 3 – Response

Imperial Medica aims to provide a full written response within:

Twenty (20) working days

Where this is not possible:

·      The complainant will be updated.

·      Reasons for delay will be explained.

·      A revised timescale will be provided.

10. CONTENT OF FINAL RESPONSE

The final response should include:

·      Summary of complaint

·      Investigation findings

·      Conclusions reached

·      Actions taken

·      Apology where appropriate

·      Service improvements identified

·      Further escalation options

11. DUTY OF CANDOUR

Where an incident meets the statutory Duty of Candour threshold, Imperial Medica will:

·      Inform the affected patient promptly

·      Offer an apology

·      Explain what happened

·      Explain actions taken

·      Provide written confirmation

The apology will not constitute admission of legal liability.

12. COMPLAINTS INVOLVING CLINICAL CARE

Clinical complaints may require review by:

·      Clinical Lead

·      Independent clinician

·      External specialist advisor

Clinical investigations may consider:

·      Clinical decision making

·      Documentation

·      Consent processes

·      Communication

·      Prescribing decisions

·      Referral decisions

13. COMPLAINTS INVOLVING STAFF CONDUCT

Complaints concerning staff behaviour may involve:

·      Internal investigation

·      Disciplinary procedures

·      Additional training

·      Supervision arrangements

Appropriate confidentiality will be maintained throughout.

14. COMPLAINTS INVOLVING DATA PROTECTION

Where complaints concern:

·      Confidentiality

·      Data breaches

·      Information sharing

·      Records access

The matter may additionally be investigated under:

·      UK GDPR

·      Data Protection Act 2018

·      Information Governance procedures

15. COMPLAINTS INVOLVING DISCRIMINATION

Complaints alleging discrimination will be investigated with reference to:

·      Equality Act 2010

·      Human Rights Act 1998

Appropriate corrective action will be taken where concerns are substantiated.

16. COMPLAINTS RECORDS

A complaints register will be maintained.

Records will include:

·      Complaint reference number

·      Date received

·      Complainant details

·      Nature of complaint

·      Investigation outcome

·      Actions taken

·      Date closed

Records will be stored securely.

17. LEARNING FROM COMPLAINTS

Imperial Medica recognises complaints as an important source of learning.

Following investigation we may implement:

·      Policy changes

·      Staff training

·      Clinical audits

·      Process improvements

·      Governance reviews

Learning outcomes may be discussed at:

·      Governance meetings

·      Significant event meetings

·      Clinical meetings

·      Board meetings

18. COMPLAINT TREND ANALYSIS

Complaints will be reviewed periodically to identify:

·      Recurring themes

·      Service weaknesses

·      Training needs

·      Risks to patient safety

Trend analysis forms part of the clinic’s quality assurance framework.

19. COMPLIMENTS AND FEEDBACK

Positive feedback is welcomed.

Compliments may be used:

·      To recognise staff performance

·      To support service development

·      As evidence of good practice

Patient confidentiality will be respected.

20. COMPLAINTS TO EXTERNAL ORGANISATIONS

Patients should generally allow Imperial Medica the opportunity to investigate complaints first.

If a complainant remains dissatisfied, they may contact relevant organisations.

21. CARE QUALITY COMMISSION

The Care Quality Commission does not normally investigate individual complaints.

Patients may however notify the CQC of concerns regarding regulated services.

Care Quality Commission

Citygate Gallowgate Newcastle upon Tyne NE1 4PA

Website: www.cqc.org.uk

Telephone: 03000 616161

22. INFORMATION COMMISSIONER’S OFFICE

Complaints relating to personal data may be referred to:

Information Commissioner’s Office

Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF

Website: www.ico.org.uk

Telephone: 0303 123 1113

23. VEXATIOUS OR UNREASONABLE COMPLAINTS

Imperial Medica will investigate all genuine complaints fairly.

However, where complaints become:

·      Abusive

·      Threatening

·      Excessive

·      Repetitive

·      Harassing

the Clinic reserves the right to:

·      Limit communication channels

·      Require written correspondence only

·      Decline further responses once all issues have been fully addressed

This will be considered carefully and proportionately.

24. CONFIDENTIALITY

All complaints will be handled confidentially.

Information will only be shared with individuals involved in:

·      Investigation

·      Resolution

·      Governance review

Records will be retained securely.

25. RETENTION OF COMPLAINTS RECORDS

Complaint records shall normally be retained for:

Minimum 10 years

or longer where:

·      Litigation is ongoing

·      Regulatory investigation is ongoing

·      Insurance requirements apply

26. RESPONSIBILITIES

Directors

Responsible for:

·      Oversight

·      Governance

·      Quality assurance

Registered Manager

Responsible for:

·      Complaint management

·      Investigation oversight

·      Compliance with Regulation 16

Clinical Lead

Responsible for:

·      Clinical complaint review

·      Clinical learning

·      Clinical governance actions

Staff

Responsible for:

·      Reporting complaints

·      Supporting investigations

·      Promoting a positive complaints culture

27. MONITORING COMPLIANCE

Compliance with this policy will be monitored through:

·      Governance meetings

·      Complaints audits

·      Annual policy review

·      Patient feedback reviews

28. REVIEW

This policy will be reviewed:

·      Annually

·      Following significant incidents

·      Following regulatory changes

·      Following learning from complaints

29. POLICY APPROVAL

Approved by: Mr Anas Ahmed

Imperial Medica Limited Directors

Date: 01/07/2026

Review Date: 01/07/2027

Version: 1.0
Effective Date: 01/07/2026
Review Date: Annually
Owner: Registered Manager
Approved By: Directors of Imperial Medica Limited

1. POLICY STATEMENT

Imperial Medica Limited is committed to protecting the privacy, confidentiality, integrity and security of all personal information entrusted to us.

We recognise that patients place significant trust in us when sharing personal and sensitive health information. We are committed to handling all personal data fairly, lawfully, transparently and securely.

This Privacy Policy explains:

·      What information we collect

·      Why we collect it

·      How we use it

·      Who we share it with

·      How we protect it

·      Your legal rights

This policy applies to:

·      Patients

·      Parents and guardians

·      Website users

·      Prospective patients

·      Staff

·      Contractors

·      Suppliers

2. DATA CONTROLLER

For the purposes of UK data protection legislation, Imperial Medica Limited is the Data Controller.

Data Controller:

Imperial Medica Limited
Company Number: 16001519

Registered Office: [Insert Registered Office]

Email: [Insert Data Protection Email]

Telephone: [Insert Clinic Number]

3. LEGISLATION

This policy complies with:

·      UK General Data Protection Regulation (UK GDPR)

·      Data Protection Act 2018

·      Human Rights Act 1998

·      Common Law Duty of Confidentiality

·      Health and Social Care Act 2008

·      CQC Fundamental Standards

·      General Medical Council Confidentiality Guidance

·      Information Commissioner’s Office Guidance

4. PRINCIPLES OF DATA PROCESSING

Imperial Medica will ensure personal data is:

1.        Processed lawfully, fairly and transparently.

2.        Collected for specified legitimate purposes.

3.        Adequate, relevant and limited.

4.        Accurate and kept up to date.

5.        Retained only as long as necessary.

6.        Processed securely.

7.        Accountable and auditable.

5. INFORMATION WE COLLECT

We may collect:

Personal Information

·      Name

·      Date of birth

·      Address

·      Email address

·      Telephone number

·      NHS number

·      Passport details

·      Identification documents

Health Information

·      Medical history

·      Medication history

·      Allergies

·      Examination findings

·      Investigations

·      Test results

·      Referral information

·      Clinical correspondence

·      Images and recordings where relevant

Financial Information

·      Billing information

·      Payment details

·      Transaction history

Website Information

·      IP address

·      Device information

·      Browser information

·      Cookies

·      Website activity

6. SPECIAL CATEGORY DATA

Health information is classified as Special Category Data under UK GDPR.

We process such information only where lawful grounds exist.

7. PURPOSES FOR PROCESSING

We process information to:

Direct Healthcare

·      Assess patients

·      Diagnose conditions

·      Provide treatment

·      Prescribe medication

·      Arrange investigations

·      Make referrals

Administration

·      Book appointments

·      Manage records

·      Contact patients

·      Process payments

Legal Obligations

·      Regulatory compliance

·      Safeguarding

·      Fraud prevention

·      Reporting obligations

Quality Improvement

·      Clinical audits

·      Governance reviews

·      Service improvement

Website Administration

·      Improve functionality

·      Security monitoring

·      Usage analysis

8. LAWFUL BASIS FOR PROCESSING

We rely on:

Article 6 UK GDPR

·      Contractual necessity

·      Legal obligation

·      Legitimate interests

·      Vital interests

·      Public task

Article 9 UK GDPR

·      Provision of health care

·      Health management systems

·      Public health obligations

·      Medical diagnosis

·      Safeguarding responsibilities

9. CONSENT

Although healthcare processing is often not based upon consent under UK GDPR, we may seek consent where appropriate.

Examples include:

·      Marketing communications

·      Certain disclosures

·      Photography

·      Testimonials

Consent may be withdrawn at any time.

10. WHO WE MAY SHARE INFORMATION WITH

Information may be shared with:

Healthcare Providers

·      GPs

·      Specialists

·      Hospitals

·      Allied Health Professionals

Laboratories

·      Blood testing providers

·      Diagnostic providers

Pharmacies

·      Dispensing pharmacies

·      Medication suppliers

Regulatory Bodies

·      Care Quality Commission

·      General Medical Council

·      NHS Counter Fraud Authority

Professional Advisers

·      Solicitors

·      Accountants

·      Insurers

Government Authorities

Where legally required.

11. SHARING WITH NHS SERVICES

With patient consent where appropriate, we may share information with:

·      NHS GP practices

·      NHS Trusts

·      Community services

·      NHS specialists

to support continuity of care.

12. SAFEGUARDING DISCLOSURES

Information may be disclosed without consent where there is concern regarding:

·      Child protection

·      Vulnerable adults

·      Serious crime

·      Risk of harm

·      Public safety

Such disclosures will be documented and justified.

13. WEBSITE DATA COLLECTION

When visiting our website, we may collect:

·      Device type

·      Browser information

·      Pages viewed

·      Referral sources

·      Session duration

This information is primarily used for security and service improvement.

14. COOKIES

Cookies may be used to:

·      Improve website functionality

·      Enhance user experience

·      Monitor website performance

·      Maintain security

Users may manage cookies through browser settings.

15. CCTV

Where CCTV operates on clinic premises:

·      Appropriate signage will be displayed.

·      Recordings may be used for security.

·      Access is restricted.

·      Retention periods apply.

CCTV is not used for routine clinical monitoring.

16. SECURITY OF INFORMATION

Imperial Medica employs appropriate technical and organisational measures including:

·      Encryption

·      Secure servers

·      Password protection

·      Access controls

·      Staff training

·      Audit trails

·      Cyber security monitoring

Access is restricted to authorised personnel.

17. MEDICAL RECORDS

Medical records are maintained in accordance with:

·      GMC Guidance

·      NHS Records Management Code of Practice

·      CQC requirements

Only authorised personnel may access records.

18. RETENTION OF INFORMATION

Records are retained in accordance with legal and professional requirements.

Typical retention periods include:

Adult Medical Records

Minimum 8 years after last treatment.

Children’s Records

Until age 25 or longer where required.

Financial Records

Minimum 6 years.

Complaints Records

Minimum 10 years.

Retention periods may be extended where legally required.

19. INTERNATIONAL TRANSFERS

Imperial Medica generally stores data within the United Kingdom.

Where international transfers occur, appropriate safeguards will be implemented.

These may include:

·      Adequacy regulations

·      Standard Contractual Clauses

·      Approved safeguards

20. AUTOMATED DECISION MAKING

Imperial Medica does not routinely make solely automated decisions affecting patients.

Clinical decisions are always subject to professional review.

21. PATIENT RIGHTS

Under UK GDPR patients have rights including:

Right to be Informed

You have the right to know how your information is used.

Right of Access

You may request access to your records.

Right to Rectification

Incorrect information may be corrected.

Right to Erasure

Applicable in limited circumstances.

Right to Restrict Processing

Where legally appropriate.

Right to Data Portability

Applicable in certain situations.

Right to Object

Subject to legal limitations.

Rights Regarding Automated Decision Making

Where applicable.

22. SUBJECT ACCESS REQUESTS

Patients may request copies of their records.

Requests should be submitted in writing.

Identity verification may be required.

Responses are normally provided within one month.

Requests that are manifestly excessive may incur lawful administrative charges.

23. DATA BREACHES

Imperial Medica maintains procedures for identifying and managing data breaches.

Where required:

·      Breaches will be investigated.

·      ICO notifications will be made.

·      Individuals will be informed.

Corrective actions will be implemented.

24. STAFF CONFIDENTIALITY

All staff are subject to:

·      Confidentiality agreements

·      Information governance requirements

·      Mandatory training

·      Professional standards

Unauthorised disclosure may result in disciplinary action.

25. MARKETING COMMUNICATIONS

Marketing communications will only be sent where:

·      Consent has been obtained; or

·      Another lawful basis applies.

Patients may unsubscribe at any time.

26. CHILDREN’S DATA

Where services are provided to children, information will be handled in accordance with applicable laws relating to parental responsibility, competence and confidentiality.

27. COMPLAINTS REGARDING DATA PROTECTION

Concerns should initially be directed to Imperial Medica.

If unresolved, individuals may complain to:

Information Commissioner’s Office

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Website: www.ico.org.uk

28. REVIEW OF POLICY

This policy shall be reviewed annually or sooner where:

·      Legislation changes

·      Regulatory guidance changes

·      Significant incidents occur

·      Organisational changes occur

29. CONTACT

For questions regarding this Privacy Policy please contact:

The Data Protection Lead

Imperial Medica Limited

Email: [Insert Email]

Telephone: [Insert Telephone Number]

**FOR OUR WEBSITE BUILDER (SQUARESPACE) SPECIFICALLY**

Analytics :‍ ‍This website collects personal information to power our site analytics, including:

Information about your browser, network, and device

Web pages you visited prior to coming to this website

Your IP address

This information may also include details about your use of this website, including:

• Clicks

• Internal links

• Pages visited

• Scrolling

• Searches

• Timestamps

We provide this information to Squarespace, our website analytics provider, to learn about site traffic and activity.

Cookies:This website uses cookies and similar technologies, which are small files or pieces of text that download to a device when a visitor accesses a website or app. For information about viewing the cookies dropped on your device, visit The cookies Squarespace uses.

• These necessary and required cookies are always used, which allow Squarespace, our hosting platform, to securely serve this website to you.

• These analytics and performance cookies are used on this website, as described below, only when you acknowledge our cookie banner. This website uses analytics and performance cookies to view site traffic, activity, and other data.

For Website Visitors:This website is hosted by Squarespace. Squarespace collects personal information when you visit this website, including:

• Information about your browser, network and device

• Web pages you visited prior to coming to this website

• Web pages you view while on this website

• Your IP address

Squarespace needs the data to run this website, and to protect and improve its platform and services. You can read more about how Squarespace uses your data (site usage information of end users) for its own purposes in their Privacy Policy.

Version: 1.0
Effective Date: 01/07/2026
Review Date: Annually
Policy Owner: Registered Manager
Approved By: Directors of Imperial Medica Limited

1. POLICY STATEMENT

Imperial Medica Limited is committed to providing safe, respectful, dignified and patient-centred care at all times.

We recognise that some examinations, consultations and procedures may be considered intimate, sensitive or potentially distressing by patients.

This policy ensures that patients are offered appropriate support through the availability of trained chaperones and that clinicians are protected from misunderstandings, allegations or inappropriate behaviour.

The policy supports:

·      Patient dignity

·      Patient privacy

·      Patient safety

·      Safeguarding responsibilities

·      Professional standards

·      Clinical governance

·      Compliance with Care Quality Commission (CQC) requirements

·      Compliance with General Medical Council (GMC) guidance

2. PURPOSE

The purpose of this policy is to:

·      Protect patients during examinations and procedures.

·      Ensure patients understand their right to request a chaperone.

·      Ensure clinicians offer chaperones where appropriate.

·      Support staff undertaking chaperone duties.

·      Promote transparency and trust.

·      Reduce risks to patients and staff.

·      Meet regulatory requirements.

3. LEGISLATION AND GUIDANCE

This policy is informed by:

·      Health and Social Care Act 2008

·      CQC Fundamental Standards

·      GMC Good Medical Practice

·      GMC Intimate Examinations and Chaperones Guidance

·      Equality Act 2010

·      Human Rights Act 1998

·      Safeguarding legislation

·      Data Protection Act 2018

·      UK GDPR

4. SCOPE

This policy applies to:

·      Doctors

·      Nurses

·      Healthcare Assistants

·      Allied Health Professionals

·      Administrative staff acting as chaperones where appropriately trained

·      Contractors providing services on behalf of Imperial Medica

This policy applies to:

·      Face-to-face consultations

·      Intimate examinations

·      Clinical procedures

·      Diagnostic assessments

·      Any examination where a patient may feel vulnerable

5. DEFINITION OF A CHAPERONE

A chaperone is an impartial individual present during an examination or procedure who:

·      Supports the patient.

·      Provides reassurance.

·      Assists communication where appropriate.

·      Helps safeguard patient dignity.

·      Acts as an independent observer.

·      Supports professional conduct.

·      Provides protection for both patient and clinician.

The chaperone is not present solely as a witness but plays an active safeguarding role.

6. WHAT IS AN INTIMATE EXAMINATION?

An intimate examination may include:

Female Examinations

·      Breast examination

·      Pelvic examination

·      Vaginal examination

·      Cervical smear examination

Male Examinations

·      Genital examination

·      Testicular examination

·      Prostate examination

Other Examinations

Some patients may regard other examinations as intimate including:

·      Rectal examinations

·      Groin examinations

·      Chest examinations

·      Examination requiring removal of clothing

·      Procedures involving exposure of sensitive body areas

The patient’s perception should always be respected.

7. PATIENT RIGHTS

Patients have the right to:

·      Be offered a chaperone.

·      Request a chaperone.

·      Decline a chaperone.

·      Request a different chaperone where available.

·      Request postponement of a non-urgent examination if a suitable chaperone is unavailable.

Patients will not be treated less favourably because they request a chaperone.

8. WHEN A CHAPERONE SHOULD BE OFFERED

A chaperone should routinely be offered:

·      During intimate examinations.

·      During intimate procedures.

·      Where safeguarding concerns exist.

·      Where communication difficulties exist.

·      When examining children.

·      When examining vulnerable adults.

·      When either patient or clinician would feel more comfortable.

Clinicians may offer a chaperone during any consultation they consider appropriate.

9. WHEN A CHAPERONE MAY BE REQUIRED

Imperial Medica reserves the right to require a chaperone where:

·      An intimate examination is planned.

·      The clinician considers a chaperone necessary.

·      There are safeguarding concerns.

·      There is a history of challenging behaviour.

·      The patient or clinician may be vulnerable.

If a patient declines a required chaperone, the clinician may:

·      Decline to proceed.

·      Rearrange the appointment.

·      Refer to another clinician.

This decision will be documented.

10. WHO MAY ACT AS A CHAPERONE?

A chaperone should ideally be:

·      A trained healthcare professional.

·      A trained member of clinic staff.

·      A person familiar with confidentiality obligations.

Chaperones should:

·      Understand their role.

·      Receive appropriate training.

·      Understand safeguarding responsibilities.

·      Maintain confidentiality.

11. FAMILY MEMBERS AND FRIENDS

Family members or friends may provide emotional support but are generally not considered formal chaperones.

They do not replace the role of a trained chaperone.

Where a patient wishes a family member to be present:

·      This request will normally be accommodated.

·      A formal chaperone may still be offered or required.

12. CHILDREN AND YOUNG PEOPLE

When examining children:

·      Parents or guardians should usually be present.

·      The wishes of competent young people should be respected.

·      Safeguarding principles must be followed.

Where concerns arise:

·      The clinician should seek advice from the safeguarding lead.

·      Additional safeguarding measures may be implemented.

13. VULNERABLE ADULTS

Extra consideration should be given to:

·      Learning disabilities

·      Cognitive impairment

·      Mental health difficulties

·      Communication challenges

Additional support may be offered where appropriate.

14. SAME-SEX CHAPERONES

Patients may request a same-sex chaperone.

Imperial Medica will make reasonable efforts to accommodate such requests.

However:

·      Availability cannot be guaranteed.

·      Delays or rearrangement may be required.

15. REMOTE CONSULTATIONS

A formal chaperone is generally not required for telephone consultations.

During video consultations:

·      Patients may request another person to be present.

·      Clinicians may recommend support persons where appropriate.

Remote consultations involving intimate examinations will generally not be undertaken.

16. ROLE OF THE CHAPERONE

The chaperone should:

·      Introduce themselves.

·      Explain their role.

·      Remain attentive throughout.

·      Observe the examination.

·      Maintain professional conduct.

·      Report concerns.

·      Support patient dignity.

The chaperone should not:

·      Leave during the examination.

·      Use mobile phones.

·      Breach confidentiality.

·      Undertake tasks outside their competence.

17. PRIVACY AND DIGNITY

Imperial Medica will ensure:

·      Private clinical rooms.

·      Appropriate curtains or screens.

·      Minimal exposure.

·      Clear explanations before examinations.

·      Respect for cultural and religious preferences.

Patients should only remove clothing necessary for the examination.

18. CONSENT

Before any examination:

The clinician must explain:

·      Why the examination is required.

·      What the examination involves.

·      Potential findings.

·      The availability of a chaperone.

Consent must be obtained.

Consent may be withdrawn at any time.

19. DOCUMENTATION

The medical record must document:

Where Chaperone Accepted

“Chaperone offered and accepted.”

Record:

·      Name

·      Role

·      Date

Example:

“Chaperone offered and accepted. Mrs Jane Smith (Practice Nurse) present throughout examination.”

Where Chaperone Declined

“Chaperone offered and declined.”

Where Chaperone Required But Declined

Document:

·      Discussion held

·      Decision not to proceed

·      Alternative arrangements made

20. STAFF TRAINING

All staff acting as chaperones should receive training covering:

·      Chaperone responsibilities

·      Confidentiality

·      Safeguarding

·      Professional boundaries

·      Documentation

·      Escalation procedures

Training records will be maintained.

21. SAFEGUARDING

Chaperones have a responsibility to raise concerns where they observe:

·      Abuse

·      Neglect

·      Inappropriate behaviour

·      Breaches of dignity

·      Safeguarding risks

Concerns should be reported immediately to:

·      Clinical Lead

·      Registered Manager

·      Safeguarding Lead

Where necessary, safeguarding procedures will be activated.

22. PROFESSIONAL CONDUCT

All staff must:

·      Behave professionally.

·      Respect patient dignity.

·      Maintain confidentiality.

·      Follow clinic policies.

Any breach may result in:

·      Investigation

·      Disciplinary action

·      Referral to professional regulators

23. CONFIDENTIALITY

Chaperones must maintain strict confidentiality.

Information obtained during examinations:

·      Must not be disclosed.

·      Must only be shared where necessary for care or safeguarding.

·      Must be stored securely.

24. INCIDENT REPORTING

Any concerns relating to:

·      Patient safety

·      Chaperone conduct

·      Clinician conduct

·      Safeguarding issues

must be reported through the clinic incident reporting process.

Incidents will be investigated and reviewed through governance processes.

25. AUDIT AND MONITORING

Compliance with this policy will be monitored through:

·      Clinical record audits

·      Complaints reviews

·      Incident reviews

·      Governance meetings

Audit findings will inform service improvements.

26. EQUALITY AND DIVERSITY

Imperial Medica is committed to:

·      Equality

·      Diversity

·      Inclusion

Reasonable adjustments will be made where required.

The clinic will respect:

·      Cultural preferences

·      Religious beliefs

·      Gender identity

·      Communication needs

while maintaining patient safety.

27. RESPONSIBILITIES

Directors

Responsible for:

·      Oversight of policy implementation.

·      Governance monitoring.

Registered Manager

Responsible for:

·      Policy implementation.

·      Staff training oversight.

·      Compliance monitoring.

Clinical Lead

Responsible for:

·      Clinical governance.

·      Audit and review.

Staff

Responsible for:

·      Following policy requirements.

·      Maintaining professional standards.

28. REVIEW

This policy shall be reviewed:

·      Annually

·      Following significant incidents

·      Following regulatory changes

·      Following safeguarding concerns

29. POLICY APPROVAL

Approved By: Mr Anas Ahmed

Imperial Medica Limited Directors

Date: 01/07/2026

Review Date: 01/07/2027