Non Surgical Terms & Conditions

1. PATIENT TREATMENT

I) The patient is under the care and supervision of his/her Consultant, Nurse or Therapist (hereafter referred to as the “Practitioner”). Elanic staff will provide care and treatment in accordance with the instructions of the Practitioner, and in accordance with Elanic’s protocols.

II) The patient accepts that the Administration Staff are not Practitioners and as such any information that they may give is merely a general non-clinical nature. The patient should raise any queries at the consultation with the Practitioner or other suitably qualified clinic staff.

III) Elanic will provide a consultation with a Practitioner who is registered with the appropriate regulatory body, and who holds the relevant qualifications and/or training. Consultants are self-employed and are obliged to maintain full private Medical Indemnity Insurance. Those Practitioners who are employees of Elanic are covered by the Company’s Medical Indemnity cover.

IV) Elanic operates a policy of Audio recording of phone calls and consultations at certain of its facilities. These will form part of your medical record. Elanic cannot be responsible for the failure of such equipment or for the quality of the sound recording itself.

V) Elanic is obliged to provide suitable facilities and equipment to undertake the procedures/treatments offered.

VI) The full cost of the treatment includes the consultation with the Practitioner, pre-treatment assessments (where required), post-treatment medication and dressings (where required), and aftercare appointments associated with the treatment.

VII) The price of treatment does not include any additional costs charged by 3rd parties such as GP letter fees, scans carried out at other hospitals and blood and pathology tests carried out in addition to Elanic’s standard protocols associated with the treatment undertaken.

VIII) The patient is advised that if their care/treatment is being carried out by either Mr Vivek Sivarajan or Ms CJ Tollan, that they are both company directors and owners of Elanic Ltd.

IX) The patient accepts that in the unlikely event that they experience a post-treatment complication having been treated at the Elanic Clinic that their ongoing care may need to be transferred to either the NHS or to another private hospital provider. The reason for transfer will be taken on Medical grounds. The choice of Hospital will be at the discretion of Elanic and patient should be aware that there may be an additional fee if they are required to be looked after at a private hospital.

X) In the event that a patient is not happy with the outcome of their treatment, Elanic will not be responsible for any costs for consultations, blood tests, any other investigations or additional treatments/procedures, unless these costs have been explicitly agreed and approved by Elanic in advance.

2. CONSENT

I) The consent form is designed to ensure that the patient and practitioner are fully agreed as to the procedure/treatment that has been planned and that the patient fully understands the potential benefits risk and complications. Patient information will be provided to ensure informed consent is obtained.

II) The patient will be asked to consent to any tests, examinations, photography, laboratory procedures or any general medical/aesthetic treatment offered to the patient. Any external costs involved will be recharged in full to the patient and must be settled before the date of treatment.

III) It is the responsibility of the Practitioner to obtain the patient’s consent prior to commencing any medical or non-surgical treatment and to answer questions about the patient’s treatment that they may have.

IV) The patient agrees to provide the Practitioner and clinic staff with a complete medical history that is honest and accurate. Withholding any medical information could be detrimental to his/her health and safety, and may result in the cancellation of treatment in accordance with sections 6 & 7 of this agreement. The patient must inform Elanic of any change in their medical history status that occurs during their treatment with Elanic.

V) Elanic reserve the right to contact a patient’s GP should it be necessary, in the opinion of the Practitioner, with the consent of the patient. Should the patient withhold consent, the Practitioner may feel unable to continue with the planned procedure.

3. AGE LIMIT

I) The age limit for non-surgical procedures and laser treatment is 18.

4. PERIOD OF REFLECTION

I) Cosmetic / Aesthetic treatment is an elective non-surgical procedure and careful consideration needs to be given to the potential benefits and risks before a patient makes a decision to proceed with treatment. Elanic recommends a period of at least 1 day following an initial consultation with a Practitioner before undertaking treatment. However, existing patients who have an ongoing treatment plan with a Practitioner may make appointments with a Practitioner and have treatment administered at that same appointment if required.

5. FINANCIAL RESPONSIBILITIES

II) The responsibility for settlement of the charges levied by Elanic is and remains at all times the responsibility of the patient. Elanic may require a deposit in order to secure a date for a consultation and/or treatment and the price of any treatment options quoted will be valid for 90 days. The balance of the fee must be paid on or before the date of treatment.

III) In the case where the patient has paid a deposit for a consultation with a Practitioner for the purposes of discussing possible treatment options, this deposit may be offset against the cost of any subsequent treatment that may be agreed with the Practitioner.

IV) Elanic does not provide credit facilities. Treatment will only be provided where satisfactory payment has been received.

V) Elanic collaborates with independent finance Companies who offer patients a range of loan options to finance medical treatments. This is a commercial agreement between the patient and the Independent Finance Company. In the case of patients utilising this service, treatment will not be scheduled until confirmation of the loan has been advised to Elanic.  In the event that the loan is cancelled or is not paid in full, the patient will remain liable for any amounts costs incurred for services/treatments provided up until that point.

VI) For patients opting for finance, a cooling off period of 14 days applies, meaning that treatment cannot take place within 15 days of the approval of the loan.

VII) All Major Credit and Debit Cards are accepted by Elanic. Note there will be a credit card fee of 2.5% applied to all transactions.  There will be no charge for payment by debit card.

6. RESCHEDULING POLICY

I) If the patient pre-books a date for treatment and then decides to reschedule that date, the following administration fees may be charged:
a) If the treatment date is re-scheduled giving more than 24 hours notice (or more), there will be no charge.
b) The treatment is re-scheduled giving 24 hours notice or less, an administration fee of £25 may be incurred.

II) Elanic reserves the right to alter the patient’s treatment date at any point prior to treatment. Such changes will be avoided where possible unless they are due to circumstances beyond Elanic’s control, in which event the patient agrees that no consequential loss will be payable for such changes at short notice.

7. CANCELLATION POLICY – NON SURGICAL CONSULTATIONS

I) The following rules apply for patient cancellation or rescheduling of non-surgical consultations whether a consultation fee has been collected or not.
A. Cancellation with less than 72 hour’s notice – No Refund
B. Cancellation with greater than 72 hour’s notice – Full Refund
C. DNA (Did not attend) – No Refund
D. A patient can request to reschedule non-surgical consultations three times free of charge, on the fourth request to reschedule an additional charge equal to the initial consultation fee charged will be requested to confirm the rescheduled appointment.  All monies paid are fully redeemable against the surgical procedures total cost.  There is no refund if the patient requests to cancel their appointment with no future dated surgical consultation confirmed.

II) Elanic reserves the right to cancel or postpone a non-surgical consultation. If the consultation is cancelled by Elanic, a full refund will be provided where the consultation is not rescheduled.
 

8. CANCELLATION POLICY

I) In the event that the patient cancels their appointment and does not rebook for their treatment at that point, then the following applies:
a) Cancellation is with 24 Hours then Elanic will retain the deposit or treatment payment as a cancellation fee.
b) If the patient is given more than 24 hours notice then the fee will be refundable, via bank transfer within 28 calendar days of the notice to cancel. 

II) In the interest of patient safety, Elanic reserve the right to cancel or postpone a procedure. If the treatment is cancelled by Elanic, a full refund will be provided.

III) In addition to the above cancellation policy, you will also be liable for the full cost of any associated tests that have been undertaken prior to surgery, including blood tests, scans, test patches, etc.

IV) In the event that a patient has secured a loan through a Finance Company for treatment at Elanic and then chooses to cancel both the surgery and the loan, the patient will be liable to pay a cancellation fee in line with Section 7.1, above. 

8. AFTERCARE POLICY

I) Elanic offers all patients access to appointments with a Practitioner at any stage after treatment, should they have concerns.

II) The patient agrees to attend any scheduled follow up appointments after treatment as requested and to reasonably comply with the professional advice provided by the Practitioner and acknowledges that Elanic cannot be held responsible for any consequences of the patient failing to comply with the advice given.

III) If the patient does not attend a follow-up appointment without cancelling or re-scheduling 24 hours in advance, a £25 charge may be incurred. Further appointments will be frozen until payment is received.

IV) Elanic reserves the right to amend or alter the content of the package of care without prior notice in light of healthcare trends or emerging best practice models. Such changes will have no effect on existing patients unless the proposals are medically proven to optimise health and well-being.

9. COMPLAINTS PROCEDURE

I) Any complaint or claim arising out of such advice, diagnosis, or treatment provided by the Practitioner should be addressed in the first instance to the Practitioner, but Elanic will undertake to pass such a complaint on to the Practitioner if the patient prefers.

II) If a patient has a complaint regarding an aspect of their treatment whilst at Elanic, the patient should contact the Clinic Manager at Elanic in the first instance, who will be able to advise of the actions to take, as per Elanic’s complaint procedure.

III) In the event that a “local” resolution of the complaint is not achieved and the complainant is still dissatisfied they can request that their complaint is escalated to the Independent Sector Complaints Adjudication Service (ISCAS). All details can be found in the Elanic complaints procedure.

10. CONFIDENTIALITY

I) Elanic complies with the provisions of the Data Protection Act 1998.

II) The patient confirms his/her consent to the disclosure of personal information by Elanic to the consultants, nurses, therapists and any other clinical staff for the purpose of treating the patient.

11. VALUABLES

I) Elanic does not accept responsibility for any cash or valuables whilst on Elanic’s premises, or at any 3rd party provider’s premises such as the operating hospital. Patients should endeavour not to bring valuable items with them to Elanic Clinic or Private Hospitals and if they do, they should ensure that all personal belongings are fully insured.

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