Cancellation and pricing policy

You can cancel at any time via the Heydoc system but if giving less than 48 hours notice you will be refunded only 50% of the fee.

The fee structure is subject to change without notice but you will be charged the price at the time of your booking.

Terms and conditions
  1. Dr Balfour does not provide an emergency service or a service outside of clinic hours. She will aim to reply to email queries within a reasonable time frame but may be busy with her NHS responsibilities. Any urgent issues will need to be discussed with your NHS GP.
  2. Dr Balfour reserves the right to refuse access to her services.
  3. The clinic has a zero tolerance policy to any violent, abusive or threatening behaviour.
  4. Dr Balfour can only give you appropriate advice and treatment if she gets accurate and complete information about your health so it is your duty to provide this to the best of your knowledge.
  5. The contents of this website are subject to change without notice. The contents are not a substitute for professional and individualised medical advice.

Complaints policy

The clinic is committed to providing the highest standard of care to every patient. Constructive feedback on your visit is always welcome as we strive to improve the patient experience.

This policy is to set out the procedure if a patient or relative is unhappy with the care given.

A complaint is an oral or written expression of dissatisfaction about any aspect of your care at the clinic.

If it is an oral complaint and resolved within 24 hours it is recorded as locally resolved in the clinic’s Complaint Register.

If the complaint relates to a breach of statutory regulations the patient can contact the Care Quality Commission (CQC).

In the event of a complaint please contact the clinic via info@wellsmenopauseclinic.co.uk. We will respond to the complaint as quickly as possible (within 7 working days) and offer an explanation or meeting as appropriate.

We will aim to

  • find out what happened and what went wrong
  • enable the complainant to discuss the problem with the clinic
  • make sure they receive an explanation and an apology where appropriate
  • identify what we can do to make sure the problem doesn’t occur again
  • in some cases it may be appropriate to offer a refund
  • a patient will not be discriminated against for making a complaint
  • if the complainant does not feel the issue has been fully resolved they can complain to the Ombudsman

The clinic will keep a Complaints Register, keeping all correspondence relating to a complaint for 5 years. The information in the register will be audited at least annually.

Duty of candour

The clinic will be open and transparent with information if a patient safety incident occurs.

Privacy policy

This document gives you information on how we collect, process and protect your personal data through the use of the website wellsmenopauseclinic.co.uk. Dr Juliet Balfour is responsible for your personal data. Please let us know if any of your contact details change.

Personal data is any information capable of identifying an individual and doesn’t include anonymised data.

If you are not happy with any aspect of how we use and collect your data please do contact the clinic via info@wellsmenopauseclinic.co.uk. You do also have the right to complain to the Information Commissioner’s Office at www.ico.org.uk.

Data that may be collected about you

  • full past and current names, user name, title, gender, date of birth and marital status.
  • address, email and telephone numbers.
  • bank account and payment card details as well as details of payments.
  • technical data about the devices you use to access the site.

We require this information to understand your needs and provide a suitable service to you and will only use your personal data when legally permitted. 

Common uses are

  • for internal record keeping
  • to improve our services
  • where we need to comply with a legal or regulatory obligation

Security

We are committed to ensuring your information is secure with procedures to prevent unauthorised access or disclosure.

Data protection and confidentiality policy

The clinic needs to hold certain types of information about the people it deals with to fulfil its purpose and meet legal obligations. This includes both patients and suppliers. This information must be collected, stored and used properly.

The clinic complies with the Data Protection Act of 1998 and the GMC guidelines to protect the confidentiality, integrity and availability of information.

Any person identifiable information is held, obtained, received, used, disclosed, shared, destroyed or transmitted in a secure environment.

The clinic keeps records regarding health and any treatment provided. These records are encrypted and stored remotely in the cloud by Heydoc, a specialist patient management system.

We will ask for your consent before sharing any of your medical information with your GP. If you wish to view your medical record kept at the clinic please ask Dr Balfour.

Information that may be included in your clinic records is as follows

  • personal details such as full name, address, next of kin
  • details of previous clinic visits
  • notes of your past medical history, current health, examination findings and medication prescribed, including the information from your patient questionnaire
  • results of investigations
  • allergies
  • relevant information from and to other health care professionals

This information may be used to

  • review the care provided
  • investigate adverse incidents and complaints
  • to analyse the clinic’s performance and improve services as needed

Situations where information may need to be passed on to others include

  • when others involved in the patient care have a genuine need for the information
  • in exceptional circumstances when the health and safety of others is at risk or where the law requires information to be passed on
  • where information is required for national registries
  • when required by law to report certain information to the appropriate authorities