Statement of Purpose
Dermaskin Dental Clinic
LGF York Court
Schooner Way
Cardiff
CF10 4DY
Produced by:
Principal Dentist
Dr Helen Rimmer
GDC 103500
Produced: 5th January 2026
Valid Until: 5th January 2029
Section 1:
Introduction
1.1 Dermaskin Dental Clinic recognises it has a duty of care to all its patients and staff.
1.2 The purpose of this document is to clarify how Dermaskin Dental Clinic manages its practice and ensures safety and quality of service for both its patients and its staff. It is compiled in line with The Independent Health Care (Wales) Regulations 2011.
1.3 These documents are drawn up by the Principal Dentist – Dr Helen Rimmer, and will be reviewed at least annually or if any changes are made to the structure of the practice and the services it carries out.
1.4 All members of staff are required to be familiar with this document and when any updates are made to this policy a new version will be distributed to all.
Section 2: Aims and Objectives
2.1 Aims of Dermaskin Dental Clinic
2.1.1 Dermaskin Dental Clinic consists of a dedicated and professional management team comprising of a medical GP and Dentist. We strive to be acknowledged by our clients, suppliers and regulators as the leader in our sector. This will be achieved by ensuring that we recruit and train highly professional staff.
2.1.2 We aim to provide service of consistently good quality for all patients.
2.1.3 We will aim to make treatment as comfortable and convenient as possible.
2.1.4 In addition we will strive to:
ØTo understand and exceed the expectation of our clients
Ø To both motivate and invest in our team and acknowledge their value
Ø To encourage all the team members to participate in achieving our aims and objectives
Ø To clearly set and monitor targets in all areas
Ø To invest in property, equipment and technology and innovate processes based on a measured business case
2.2 Objectives of Dermaskin Dental Clinic
2.2.1 The objectives of the clinic are to deliver a service of high standard in line with the professional standards as follows:
Ø To be accountable for individual and team performance
Ø To support each other in achieving client expectations
Ø Maintenance of the highest professional and ethical standards
Ø Rapidly respond to the needs of our team and our clients
Ø Offering patients a personal service, integrating the highest quality products with the latest proven techniques and protocols
Ø To ensure staff are trained and competent through investment and personal development
Ø Patients are treated with honesty and integrity, in complete confidence and the utmost discretion, in comfortable surroundings, at a reasonable price
Ø The clinic complies with the requirements of the Advertising Standards Authority and ensures that adverts reflect the true nature of services offered
Section 3: Registered
Service Providers
3.1 Registered Medical Service Provider
3.1.1 The Registered Medical Service Provider is Dr Siddarth Gautam
Address: Dermaskin Clinic
Schooner Way
CF10 4DY
Telephone No: 02920 090809
Email: sid@dermaskin.co.uk
3.2 Relevant Qualifications of Medical Service Provider
3.2.1 Full General Medical Council Registration: 6074834
MB BCh 2003
MRCGP 2009
British Medical Laser Association
ATLS, Advance Trauma Life Support, UAE, 2024
Core of Knowledge, Interactive Healthcare Training, 2025
3.3 Registered Dental Service Provider
3.3.1 The Registered Dental Service Provider is Dr Helen Rimmer
Address: Dermaskin Clinic
Schooner Way
CF10 4DY
Telephone No: 02920 090809
Email: helen@dermaskin.co.uk
3.4 Relevant Qualifications of Dental Service Provider
3.4.1 Full General Dental Council Registration: 103500
BDS(Hons)
Postgraduate Certificate in Contemporary Restorative & Aesthetic Dentistry
BACD –
CODE – Confederation Of Dental Employers
BMLA – British Medical Laser Association
IDAWAL – Member & ex-President
Core of Knowledge, Interactive Healthcare Training, 2025
Section 4: Staff
Members and Qualifications
4.1 Staff Members and Qualifications
4.1.1 Name: Ms Florence King
Position: Associate Dentist
GDC Reg : 289259
Qualifications: BDS (Hons) Cardiff
Name: Mrs Loren Sansom
Position: Trainee Practice Manager, Senior
Dental Nurse, Patient Liaison, Receptionist
GDC Reg: 141828
Qualifications: Dental Practice Manager Level 4 (ongoing)
NVQ L3 Oral Health Care:
Core of Knowledge Certificate – Interactive Healthcare
Training, 2024
Laser Tattoo Removal Masterclass, Intermed Clinical Ltd, Feb 2014
Name: Miss Jordan Matthews
Position: Senior Dental Nurse, Patient Liaison, Receptionist
GDC Reg: 234773
Qualifications: National Diploma in Dental Nursing NEBDN 2012
Core of Knowledge Certificate – Interactive Healthcare Training, 2024
Name: Mrs Charlotte Wilkey-Morgan
Position: Dental Nurse, Patient Liaison, Receptionist
GDC Reg : 331007
Qualifications: National Diploma in Dental Nursing NEBDN 2025
Name: Mrs Helen Phipps
Position : Patient Liaison, Receptionist
Name: Ms Natalie O’Brien
Position: Patient Liaison, Receptionist
Name: Miss Lydia Carr Smith
Position: Patient Liaison, Receptionist
4.2 Job Titles
4.2.1 All staff members have CVs held on file:
Managing Director: Dr Siddarth Gautam
Clinical Director/Medical Service Provider: Dr Siddarth Gautam
Dental Service Provider: Dr Helen Rimmer
Practice Manager: Dr Helen Rimmer
Mrs Loren Sansom (in training)
Associate Dentist: Ms Florence King
Dental Nurses: Mrs Loren Sansom
Miss Jordan Matthews
Mrs Charlotte Wilkey-Morgan
Receptionist: Mrs Helen Phipps
Ms Natalie O’Brien
Miss Lydia Carr Smith
Radiation Protection Supervisor: Dr Helen Rimmer
Radiation Protection Advisor: Ms Elizabeth Benson
Section 5:
Organisational Structure
5.1 Dermaskin Dental Clinic is headed by a fully qualified GDC registered Dentist (Dr Helen Rimmer). Dr Florence King is a part-time associate dentist. The clinical team is backed by Loren Sansom, Jordan Matthews & Charlotte Wilkey-Morgan who are all fully qualified dental nurses.
5.2 The dental team is also backed up by an onsite medical doctor – Dr Gautam.
Section 6: Staff Recruitment & Employment Guidelines
6.1 Staff Recruitment & Selection
6.1.1 Effective and consistent recruitment practices are essential to ensure that all applicants are treated fairly, diversity and equality of opportunity are considered, and that costly recruitment mistakes are avoided.
6.1.2 The recruitment process must result in the selection of the most suitable person for each job in respect of skills, experience and qualifications, in line with the Equality Act.
6.1.3 Our Recruitment & Selection policy and procedure defines the principles that we consider important in the recruitment process and aims to ensure that consistency and good practice is applied.
6.1.4 Any successful applicant who is directly involved with the treatment of patients will need to have an enhanced DBS check.
6.2 Staff Induction
6.2.1 An induction programme helps to integrate a new team member into the practice and improves staff retention.
6.2.2 Pre-employment should cover:
Ø Job description, including information about salary, location of site, benefits etc
Ø Person specification
Ø Practice information
Ø Tour of the work area during interview visit
Ø Information provided by interviewers
Ø Contract of employment
Ø Start date & time
Ø Place of arrival & who to ask for
Ø Dress code
Ø Lunch arrangements
Ø Indication of how the first day will be spent
6.2.3 During the first day orientation a health & safety introduction will be carried out, an introduction work book will be allocated and a staff handbook issued. There will be ample time to answer any questions and also set goals for the probation period, which will be assessed following completion.
6.3 Employment Contracts & Conditions
6.3.1 All employees will be required to sign an employment contract which outlines the terms and conditions of their employment. A copy of their contract can be found in their personal file.
6.3.2 Breach of these conditions could result in the instigation of a disciplinary procedure which is also outlined in the contract.
Section 7: Name Badges
7.1 Currently our staff do not wear name badges, however all members of staff that the patient comes into contact with are introduced. This is currently under review.
Section 8: Clinic
Facilities/Fitness of the Premises
8.1 Clinic Facilities
8.1.1 Car Park
Road Parking outside the clinic
Waiting Room/Reception
Toilet facilities
3 Treatment/Consultation Rooms
1 Laser Treatment Room
1 Dental Treatment Room
1 Sterilisation Room
1 Kitchen/Staff Room
1 Filing/Store Room
2 Office/Meeting Rooms
8.2 Fitness of the Premises
8.2.1 The clinic facilities and fitness of the premises will be continually monitored by the Directors, staff and client survey and will always be kept at a standard fit for purpose.
8.2.2 In order to provide a safe and smoke free environment for staff and patients, the clinic is a no-smoking area.
8.3 Maintenance of Equipment
8.3.1 All equipment used in the clinic will be kept in good working order.
8.3.2 It is the responsibility of all staff to be vigilant and report any problems they notice as they occur.
8.3.3 There will also be regular risk assessments undertaken as outlined in our Risk Management Policy and annual checks of all electrical equipment as required as per our Equipment Policy.
8.4 Safe-keeping of Property
8.4.1 Staff are able to keep their personal property in either the kitchen/staff room or in the office room. As all patients are escorted around the clinic there should be no opportunity for unauthorised access into any rooms. Rooms can be locked in the event they are unattended.
8.4.2 Patients should keep all personal property with them at all times. If any items of clothing or jewellery need to be removed for treatment they will be held in the room where the patient is having treatment and returned to the patient immediately once treatment has concluded.
8.5 Cross Infection Prevention
8.5.1 For the safety of our patients, visitors and team this practice follows the latest guidelines and research on infection prevention.
8.5.2 We comply with the ‘essential quality requirements’ from the Department of Health and have a written assessment and plan to move towards ‘best practice’.
8.5.3 We take Universal Precautions for all patients, to minimise all of the known and unknown risks of cross infection.
8.5.4 A clear Hand Washing Poster is displayed in each clinical room.
8.6 Clinical & Non-Clinical Waste
8.6.1 All staff are trained in the various types of waste produced by the clinic and the appropriate method of disposal in our Waste Policy.
8.7 House-keeping and Cleaning Regimes
8.7.1 All cleaning of the practice both public and clinical areas is carried out by members of staff. No outside companies are involved. Staff are aware of the cleaning products to be used and cleaning is carried out when patients are not on the premises to minimise the chance of accidents etc.
Section 9: Health &
Safety and Risk Assessments
9.1 It is of utmost importance to Dermaskin that both patients and staff remain safe at all times.
9.2 Staff will be trained to understand their roles and responsibilities in terms of Health & Safety, and will be encouraged to report any findings as soon as possible.
9.3 Regular risk assessments will be carried out as per our Risk Management Policy and any findings acted on immediately.
9.4 All staff will be required to abide by the policies and procedures in place in the clinic which have been devised to maintain a safe working environment for everyone or else be subject to disciplinary proceedings.
Section 10: Disability
Access
10.1 The clinic operates a Disability Access Policy which all staff are aware of and have appropriate training to implement.
10.2 The clinic is situated on the lower ground floor.
10.3 Disability access is available via ramps from the road outside (double yellow lines allow parking for disabled badge holders) to the front door or from the carpark adjacent to the building.
10.4 The internal door widths and corridor widths are compliant with wheelchair access, however, an assessment of the disability needs of the client base indicates that it would neither be reasonable nor practicable to take any further steps at this time to fulfil the Disability Act 1995.
10.5 We do not have the facilities to provide manual handling and lifting, or even manual assistance to disabled clients. However, if a wheelchair-bound patient is able to have treatment in their wheelchair or transfer themselves into the treatment chair we are able to treat them.
Section 11: First Aid and Medical Emergencies
11.1 Dr Siddarth Gautam, Dr Helen Rimmer, Mrs Florence King, Mrs Loren Sansom, Miss Jordan Matthews & Mrs Charlotte Wilkey-Morgan are the clinical members of staff trained to deal with medical emergencies that may arise in the clinic. As part of their licensing by their approved bodies they must update their training annually.
11.2 Easy to follow instructions are present in all treatment rooms and at reception to follow in the case of an emergency.
11.3 All members of staff undergo regular training for CPR, Medical Emergencies, Defib and First Aid training.
Section 12: Treatments Available
12.1 General Dental Treatments including orthodontics.
12.2 All patients must undergo a full consultation with either Dr Rimmer or Dr King before any treatment is carried out under their direction. Informed consent must be gained for each individual treatment the patient undergoes.
12.3 Our full range of treatments and any other services provided for the purposes of the establishment, the range of conditions which those services are intended to meet, and the facilities which are available for the benefit of patients can be found in our company leaflet and on our website.
Section 13: The
13.1 Dermaskin Dental Clinic is a private facility providing dental treatments to patients.
13.2 Most treatments carried out tend to be minimally invasive in nature. These procedures have minimal adverse, or potential side effects, which are monitored and audited according to our clinical audit policy.
13.3 The patient profile is diverse but is predominantly healthy. Patients do not generally seek interventions for any life-saving reasons. Most treatments are aimed at health optimisation.
13.4 The patient profile can be broken down approximately as follows:
Female 55% Male 45%
Other Medical 5% Dental Treatments 95%
Caucasian 75% Other 25%
Adult 90% Children/Adolescent 10%
Disabled Clients <0.05% Wheelchair Clients <0.05%
Visually Impaired <0.05%
13.5 While the patient profile is self-selected from an informed, largely adult population, there is considerable potential for attracting individuals with self-image problems or more serious psychological or psychiatric conditions due to its strong association with facial aesthetics. Consequently, the clinic is aware of and provides both policy provision and staff training for the identification, assessment and management of vulnerable adults and children.
13.6 Policies are in place to ensure that valid informed consents are obtained. Where a fully informed consent cannot be obtained by reason of incapacity or a failure of understanding, treatment will be withheld in a sensitive manner unless it is an emergency.
13.7 Policies are also in place to protect vulnerable patients from harassment or abuse by staff.
13.8 If a patient’s first language is not English and it is compromising the individual’s ability to understand the information given to them and provide informed consent we may delay any treatment until an official translator can be present except in the event of an emergency where treatment is deemed by the clinician to be in their best interest (See Section 16).
Section 14:
Arrangements for Consultations
14.1 All consultations are by appointment only.
14.2 A minimum of £50 or £100 deposit will be taken at the time of booking for patients. This deposit will be refunded against any treatment the patient has including a consultation.
14.3 Patients are warned at the time of booking at least 48 hours notice is required of a cancellation otherwise a charge will be made, which will be based on the circumstances of the patient and at the clinician’s discretion.
14.4 The personal details of patients are taken at their initial consultation which also form part of the patient’s record.
14.5 Consultations are carried out according to a strict protocol in the privacy of a consultation/treatment room for which all consulting staff are trained. We care about providing the right treatment for patients, so treatments are only carried out after fully discussing the pros and cons with the patient.
14.6 At the initial consultation, a full medical history will be taken and an outline of the problem the patient presents with. The patient will be given information on the procedure/s which might help their problem and consent discussed.
14.7 The clinic operates an informed consent policy which will be issued at the first consultation for the patient to read, understand and sign prior to proceeding with any treatment.
14.8 Records of all consultation and treatments are kept in patient’s notes. Normally the clinician who sees the patient for an initial consultation, will be the person who carries out the treatment and will be fully trained in the procedures they perform. In some circumstances treatment may be carried out by a fully trained operative under the direction of the clinician or the treatment referred to a colleague if outside their scope of practice.
14.9 The patient is under no obligation to proceed with treatment. The consultation cost is £50 or £100 depending on complexity and time required.
Section 15: Practice Opening Times
Monday 8.30 – 6.00
Tuesday 8.30 – 6.00
Wednesday 8.30 – 6.00
Thursday 8.30 – 6.00
Friday 8.30 – 6.00
Saturday 9.00 – 2.00
Sunday CLOSED
Section 16: Emergency Appointments & Out of Hours Care
16.1 We only offer emergency appointments to our existing patients as we do not have capacity to cover non-registered patients.
16.2 We aim to see our existing patients on the same day/within 24 hours where possible and ask that our patients call as early as possible in the morning to allow us to do so.
16.3 If a patient has an emergency outside of our opening hours they can contact us via email which is monitored by the clinicians.
Section 17: Treatment of Children
17.1 The clinic will only treat children under the age of 16 if accompanied by their legal guardian. If their legal guardian is not able to attend for any reason it will be down to the practitioner to deem whether the child is Gillick competent to give informed consent for their treatment and if said treatment is in the patient’s best interests. A chaperone will be present at all times.
17.2 Child protection procedures are in place and will be strictly adhered to.
Section 18: Equal Access
18.1 The vast majority of our patients have English as their first language or speak it fluently as a second language.
18.2 For the remaining minority of <1% of the patient base it would be unfeasible to produce translated documents as we would be unable to check the accuracy of these documents.
18.3 We try to accommodate patients as much as possibly so for those patients who have limited understanding of English we ask that they are
accompanied by a person of their choice who can speak English fluently, who will be able to translate any information they are having difficulty understanding.
18.4 If it is deemed that the patient cannot clearly understand the information being given to them, then they cannot give valid informed consent and no treatment can continue except emergency treatment which is deemed by the clinician to be in their best interests, until they can be accompanied by an official translator.
18.5 All patients receiving treatment must have the mental capacity to fully consent to treatment. Any patient deemed to be lacking this capacity will not be treated except for emergency care.
18.6 Large print photocopies of documents are available on request for visually impaired clients.
18.7 A hearing loop is available for those patients who require it.
Section 19: Informed Consent & Consenting Capacity
19.1 Informed Consent
19.1.1 For any treatment to be carried out the clinician must first obtain informed consent from the patient.
19.1.2 There are policies in place which ensure that:
Ø The patient will be given a timely, appropriate and accurate assessment of treatment requirements and our recommendations for that treatment. These assessments will be fully recorded and patient’s comments noted.
Ø The patient will be consulted about the planning and delivery of the service and preferences and requests will be taken into account.
ØThe patient will have access to their own records
Ø Where practicable, our services will be accessible to the patient regardless of disability, culture and ethnicity. Access to our services will be protected by our Equal Access Policy.
Ø The patient’s privacy, dignity and confidentiality will be respected at all times.
19.1.3 The patient will be addressed by preferred name or title.
19.1.4 The patient will be treated with courtesy and consideration at all times.
19.1.5 Procedures will be explained so that the patient understands the implication of any treatment and any options available, allowing the patient to give informed consent or refusal.
19.1.6 The patient will be asked to provide written consent to any treatment that carries significant risk or side effect. No treatment will be available without this consent.
19.1.7 Completed consent forms will be kept in the patient’s notes; any changes that might be required will only be made with the patient’s assent and will require the patient’s signature.
19.1.8 There are facilities for private and confidential consultation with the clinic staff.
19.2 Consenting Capacity
19.2.1 In line with our Equal Access Policy, we will endeavour not to discriminate against anyone without good reason. One circumstance where the clinician would have to deny treatment for a reason other than unsuitability would be if the patient did not have the mental capacity to provide meaningful informed consent.
19.2.2 To be legitimate, consent must be informed; the capacity to understand and make informed decisions based on the information provided is a pre-requisite for treatment. Where a fully informed consent is not achievable treatment must be declined.
19.1.3 It is the clinician’s responsibility to make an assessment of mental capacity for the patient.
Section 20: Advanced Directives (living wills)
20.1 In the event of a medical emergency, medically trained staff will respond as appropriate and if deemed necessary will carry out CPR and call the emergency services.
20.2 We do not have access to the patient’s medical records so unless the patient directly informs us of an advanced directive we will proceed in a way which we deem to be in the patients best interests.
Section 21: Records and Information Management
21.1 Patient Records
21.1.1 All patient records are kept on paper and electronically where possible.
21.1.2 Records are legible and all entries are dated and signed by the person making the entry.
21.2 Information Management
21.2.1 Records are created, maintained, stored and destroyed to standards which meet all the legal and regulatory standards.
21.2.2 This is a Records Policy for the management of records in accordance with the Data Protection Act.
21.2.3 The minimum accepted requirement for keeping all clinical records is eleven years for adults and up to the age of 25 or eleven years, whichever is the longer, for children.
21.2.4 Computer information is protected by a firewall and is backed-up daily. The back-up is stored off site.
21.2.5 Patient’s records are securely stored in a lockable room to prevent unauthorised access.
21.2.6 Any records or documents containing confidential information are destroyed by incineration or cross shredded.
Section 22:
Medication for Patients
22.1 Ordering of Medication
22.1.1 Any necessary medication is prescribed to patients except those held in the medical emergency box. All staff are aware of and follow The Storage & Dispensing of Prescription Drugs Policy.
22.1.2 Emergency medicines are kept in the kitchen.
22.1.3 It is the responsibility of Dr Siddarth Gautam & Dr Helen Rimmer to ensure these medications are kept secure and to order new stock when supplies are running low.
22.2 Prescribing & Dispensing of Medication
22.2.1 Medication can only be prescribed to patients by Dr Siddarth Gautam, Dr Helen Rimmer or Dr Florence King.
22.2.2 As a private clinic, only private prescriptions can be given to patients.
Section 23: Patient Confidentiality
23.1 Patients are assured that all information is managed to ensure patient confidentiality.
23.2 This Policy ensures that:
Ø Information is handled confidentially and only used in ways consented to by the patient
Ø Information is not shared with other bodies (without a court order)
Ø Information is only used for purposes other than client record-keeping with identifiable information removed (e.g. for adverse incident reporting)
23.3 This Policy takes account of:
Ø The Data Protection Act 1998
Ø Caldicott Committee report on the review of patient identifiable information
Ø Guidelines from professional bodies
23.4 All staff are familiar with and comply with the policy.
23.5 Patients have access to their own records. Patients, or their representatives with the patient’s written consent. The practice aims to send copies of patient records within 2 weeks of the request.
23.6 Hard copies of notes can also be made available to patients, or their representatives with the patient’s written consent. It can take up to 20 working days and the payment of up to £50 administrative charge to replicate their notes if a specialist service is required.
Section 24: Information Provision for Clients
24.1 Dermaskin aims to provide information to the patient that is clear, accurate and justified.
24.2 We will provide information for each treatment being offered. The information will cover the following points:
Ø General treatment description
Ø Aims and possible outcomes of treatment
Ø Details of (whereapplicable):
v
Clinical audit outcomes
v
Evaluation against research findings
v
Participation in national enquiries
Ø Contra-indications
Ø Side effects and risk factors
Ø Pre and post-treatment requirements
Ø Actions to be taken in the event of an adverse reaction
24.3 We will try to ensure that the information provided in this guide is: not misleading; written in a clear, relevant language and format; accurate and justified.
24.4 We will try to ensure that the information meets the requirements of the Advertising Standards Authority (ASA), Health Inspectorate Wales (HIW) and the Medicines and Healthcare Regulatory Authority (MHRA). If this is not the case we will provide the patient with avenues to advance a complaint either through our own complaints procedure or through the appropriate pre-mentioned body.
24.5 We will ensure that any information given to the media will respect our patient’s confidentiality and that of their family. Prior consent will always be sought with reference to any information, such as references, quotes or photographic images.
Section 25: Complaints Procedure
25.1 If a patient makes a formal complaint they will have access to an effective complaints process.
25.2 Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
25.3 We shall acknowledge complaints within 3 working days of receipt and aim to have fully investigated the complaint within 20 working days of the date when it was raised.
25.4 We shall then be in a position to offer a written explanation or a meeting as appropriate. If there are any delays in the process we will keep the complainant informed.
25.5 When we look into a complaint, we shall aim to:
Ø find out what happened and what went wrong
Ø make it possible for the complainant to discuss the problem with those concerned
Ø make sure the complainant receives an apology where appropriate
Ø Identify what we can do to make sure the problem does not happen again
25.6 At the end of the investigation the complaint will be discussed with the complainant in detail, either in person or in writing by Dr. Siddarth Gautam, Dr Helen Rimmer or Mrs Loren Sansom
25.7 All staff are aware of our complaints policy and are trained in its operation.
25.8 A register of complaints, including any action taken, is maintained.
25.9 Complaints are raised at practice meetings and the issues discussed.
25.10 Patients will also have the right to complain to:
Health Inspectorate for
Government Buildings
CF48 1UZ
Tel: 0300 062 8163
Section 26: Prevention
of Harassment & Unacceptable Patient Behaviour
26.1 Prevention of Harassment
26.1.1 Dermaskin recognises that harassment in any form is completely unacceptable and in most cases is also unlawful.
26.1.2 Dermaskin is committed to providing a safe working environment which is harmonious and acceptable to all.
26.1.3 It is the duty of each employee to respect the feelings and well being of both patients and colleagues.
26.1.4 Harassment is unwanted language or behaviour, which causes the recipient of such actions to be embarrassed, offended or threatened.
26.1.5 Harassment can take many forms and can range from relatively mild banter to actual physical violence.
26.1.6 The following outlines examples of types of behaviour which the business would consider constitutes harassment for which the perpetrator(s) will be liable for disciplinary action and in serious cases liable to summary dismissal:
Ø Coarse or insensitive jokes or pranks
ØCoarse or insensitive comments about appearance or character
ØDisplay of offensive material, written or pictorial
ØDeliberate exclusion from conversation or activities
ØUnwelcome familiarity or body contact
Ø Abusive, insulting or threatening language
ØDemands or threats to obtain favours or intimidate
ØThreatened or actual violence
This is not an exhaustive list.
26.1.7 The clinic understands the sensitive nature of complaints of harassment, but would urge any individual if they feel that they are the victim of such behaviour, to implement the Complaints Procedure in order that the situation can be satisfactorily resolved.
26.1.8 Individuals are assured that should they raise such a grievance that the matter will be dealt with promptly in a discreet and caring manner.
26.2 Unacceptable Behaviour From a Patient
26.2.1 The clinic operates a Zero Tolerance on Violence and Aggression Policy.
26.2.2 All members of staff are aware of this policy and trained how to greet and look after patients to minimise any potential negative feelings towards the clinic and/or staff.
26.2.3 If a patient exhibits any unacceptable behaviour they will be asked to stop by a member of staff and a senior member of staff informed. If they do not comply then a senior member of staff will request they leave the premises.
26.2.4 Any patient who has been asked to leave the premises or has exhibited any form of threatening or violent behaviour will not be treated again in the future and will not be permitted entrance to the premises in the future.
26.2.5 Any threatening behaviour will be reported to the police.
Section 27: Patient’s Views
27.1 Patient’s views will be sought and used to inform our provision of treatment and care through a variety of sources.
27.2 Complaints will be dealt with through our Complaints Procedure.
27.3 Individuals are welcome to make any suggestions or comments about Dermaskin or any member of staff or the services on offer. A comment form and box can be found in the main reception area. Comments and suggestions will be dealt with promptly; where the individuals identity is known, the comment
will be acknowledged and responded to in the strictest confidence.
27.4 Suggestions and comments are collated weekly and raised at practice meetings. Any named submissions will be acknowledged within 3 working days and any results communicated within 20 working days.
27.5 Patient’s are made aware of the opportunity to utilise these feedback forms.
27.6 In addition, patient surveys will be made in accordance with DOH guidelines. The information gathered will be made available to Individual’s as a report which will be prepared annually and will be used to assess whether Dermaskin is meeting its aims and objectives.
Section 28: Research
28.1 No research of any kind is undertaken at this clinic.
Section 29: Clinical Audit
29.1 This clinic monitors its treatment for safety, efficacy and quality via a clinical audit policy.
29.2 Information about the safety of our treatments is collated from a number of sources, including:
Ø Comments and complaints
Ø Adverse incidents and analysis
Ø Risk assessments
Ø Research findings
Ø DOH guidelines
Ø Clinical outcomes
29.3 This information is used to guide clinical policies, procedures and protocols through the clinical audit process.
29.4 The information collated allows a reasoned but unquantified assessment to be reached regarding likely adverse scenarios.
29.5 At the same time, an Adverse Incidents Procedure will allow these and other un-predicted incidents to be logged, recorded and analysed.
29.6 This information allows the formulation of performance indicators.
29.7 The information accrued will be compiled and compared against historic evidence.