Our Policies
LATE CANCELLATION AND NO-SHOW POLICY
At Dr. Caroline Warden Aesthetic Clinic we value your time and appreciate your commitment to your appointments. To ensure fairness to all clients and efficient clinic operations, we must implement the following late cancellation and no-show policies.
LATE CANCELLATIONS
A late cancellation is defined as a cancellation made less than 48 hours before the scheduled appointment time. Your card details are required to confirm your appointment. No payment is taken at the point of confirmation, however, where an appointment is cancelled within 48 of the appointment time, £25 will be charged. We understand that unforeseen circumstances may arise that prevent you from being able to attend your appointment, and we will always endeavour to accommodate changes where possible. However, late cancellations can disrupt our scheduling and impact other clients, resulting in lost revenue for the clinic.
NO- SHOWS
A no-show is defined as a missed appointment without providing any prior notice. £50 will be charged for no-shows. Persistent no-shows may result in the clinic's refusal to book future appointments for you.
CHARGES
The late cancellation or no-show fee is deducted from the payment card linked to your booking. This will be completed either at the point of the late cancellation or from 15 minutes into a no-show appointment.
REMINDERS
We ensure adequate communication is provided to help avoid late cancellations and no-shows. After making a booking, you will receive a confirmation email with your appointment details listed. 72 hours prior to your appointment a reminder email is sent out. 24 hours before your appointment you will receive a text message reminder. Based on these communications, we encourage patients to reschedule or cancel appointments with sufficient notice to avoid incurring any fees.
RESCHEDULING APPOINTMENTS & SKINCARE PURCHASES
RESCHEDULING
We understand and appreciate that there may be times when you have to reschedule your appointment. For this reason you will receive an email 72 hours before your appointment to remind you that any rescheduling must be completed 48 hours prior to your consultation or treatment. You can do this directly through your Glowday
After this time, you will no longer be able to reschedule through Glowday. Instead you will have the option to either cancel the appointment, which will then be treated as a 'late cancellation' incurring a charge of £25, attend the original appointment time or contact us directly to reschedule.
Please note that when contacting us directly to reschedule less than 48 hours before your appointment, it is at our discretion and we will only do so in exceptional circumstances.
Last minute rescheduling impacts both our clinic and other patients, much like cancellations. It often does not allow us sufficient time to re-allocate your appointment to someone else, resulting in lost revenue.
EXTENUATING CIRCUMSTANCES
Whilst extenuating circumstances will always be taken into consideration, repeated cancellations or repeated rescheduling however, may result in the clinic's refusal to allow you to book appointments with us going forward.
SKINCARE PURCHASES
All online prescription and non-prescription skincare products are electronically authorised by Dr. Caroline Warden via Healthxchange e-pharmacy™, as a qualified, registered doctor. Prescription products are issued for the named patient only, following an in-depth consultation that takes into account their medical history.
We do not accept responsibility for any persons using either prescription or nonprescription products that are not specifically intended for them, as they could cause harm or sensitivity issues. Skincare products are not for re-sale.
CLINIC POLICIES
ILLNESS
Please do not attend the clinic for an appointment if you are unwell.
REFUSALS
Your safety is of paramount importance to us. We reserve the right to refuse treatment if at the time of your consultation you are determined to be medically or psychologically unsuitable, the treatment itself is deemed to unnecessary or inappropriate, or if we believe it is in your best interests not to proceed.
PAYMENT
We will always be upfront and transparent about the full cost of any treatments discussed, including the cost of any future treatment maintenance. Full payment is taken at the time of your treatment. This payment is inclusive of the treatment itself, the preceding consultation and assessment, all appropriate aftercare support and advice, and our 2 - 4 week review appointment for anti-wrinkle treatments. Dr. Caroline Warden Aesthetic Clinic accepts cash, and all major debit and credit
REFUNDS
We provide a service that is factual, honest and gives safe, ethical advice that takes into consideration your aesthetic goals whilst balancing your expectations around the treatment outcome. Everybody responds differently to treatments, therefore we cannot guarantee your results. For this reason, unfortunately we are unable to offer refunds if the results achieved fail to meet your expectations.
CHILDREN
In the interests of safety, children are not permitted in the treatment room at any time. Children can attend the clinic with you if they are old enough to sit in the waiting area unattended or if you bring someone with you who will be supervising them in the waiting area during your appointment.
FRIENDS & FAMILY
Whilst we appreciate that you may wish to have some extra support with you, especially if this is your first treatment, unfortunately we cannot allow friends or family members into the treatment room. They are more than welcome to sit in the waiting area however. If you have any concerns about the treatment you are undergoing, please do discuss them with us, so that we can better assist you in feeling comfortable and supported throughout your procedure.
PETS
Medical assistance dogs are allowed with you during appointments, otherwise we ask that you please do not bring pets into the building. This is out of respect for the other building users, our other patients and in the interests of clinic hygiene.
ABUSIVE, THREATENING OR HARASSING BEHAVIOUR
Abusive, threatening or harassing behaviour will not be tolerated by any persons, at any time and for any reason. Any persons displaying this kind of inappropriate behaviour will be asked to leave the clinic immediately and will not be allowed to book appointments with our clinic in the future.
FEEDBACK
Feedback is an important component for how we review and improve the quality of our service. Your testimonial helps others to find us, and offers a valuable insight into the patient perience. We appreciate any feedback given. This can be done via email, Glowday or through our Google reviews.
DATA PROTECTION POLICY
Dr Caroline Warden Aesthetic Clinic is committed to protecting the privacy and security of personal data. This policy outlines how we collect, use, store, and disclose personal information in accordance with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.
SCOPE
This policy applies to all personal data processed by Dr Caroline Warden Aesthetic Clinic, including information collected from clients, staff, and third parties.
DATA CONTROLLER
Dr Caroline Warden Aesthetic Clinic at 3A Alma Lane, Wilmslow, is the data controller responsible for determining the purposes and means of processing personal data.
PERSONAL & SENSITIVE DATA COLLECTED
We may collect the following personal information via Glowday and our own means:
Basic information: Name, address, contact details (email, phone number).
Medical information: Medical history, allergies, current medications, treatment history.
Images: Before and after treatment photos (with consent).
Financial information: Payment details for treatments.
Marketing information: Preferences for receiving marketing communications. Lawful Basis for Processing
We will only process personal data where we have a lawful basis to do so, including:
Consent: For specific treatments, for sharing of before and after photos/videos or marketing communications.
Contract: To provide treatment and services.
Legitimate interests: To improve our services and protect our business.
Legal obligation: To comply with medico-legal and insurance requirements.
DATA SHARING
We may share personal data with:
Healthcare professionals: Including, but not limited to, your GP (with your consent) for treatment purposes, consultations or in the event of a complication or emergency situation.
Insurance providers: For claims or verification purposes.
Third-party service providers: For data processing or marketing services (with appropriate data protection agreements).
Law enforcement agencies: If required by law.
Data Security
GLOWDAY
We use Glowday to collect and protect your personal and sensitive data. You can find out more about how Glowday stores and protects your data. GlowdayPRO is web-based software which combines diary, forms, online booking, reminders, payments, patient records, verified review collection and marketing for medical aesthetic practitioners. Glowda is a platform where patients can book appointments with their preferred practitioner.
Glowery Ltd is the registered company for both Glowday and GlowdayPRO. Glowery Ltd conforms to the General Data Protection Regulations 2016, the Data Protection Act 2018 and any other legislation or regulations that relate to the processing of Personal Data. Patients provide their personal information, sensitive health information and payment information when they book/confirm treatments via Glowday. Patients can create a verified secure Patient Account Area in order to provide personal, sensitive and payment information. Personal and sensitive data (Patient Data) remains the exclusive property of The Patient. The Clinic is considered a data processor for the purposes of conducting the aesthetic treatment.
Where the Patient doesn't wish to create a secure digital Patient Account Area, the practitioner can create an Offline Account for the patient and collect the patient's personal and sensitive information. This information will only be available to view within the Patient Record within the Practitioners account. Should the patient wish, themselves retrospectively create an online account, so that they are able to have full visibility and control of their data.
The Clinic should not remove any Patient Data from The Platform where it has been digitally provided by the patient. Any Patient Data removed from GlowdayPRO by a Practitioner at The Clinic will become solely responsible for that data. Glowday will not under any circumstances be responsible for Patient Data that has been taken off Platform by The Clinic.
Clinics acting as a data recipient and processor of Patient Data (through GlowdayPRO), must treat the data responsibly and in full accordance with the latest Patient Data will be held by Glowery Ltd in order for The Clinic to continue to perform treatments and maintain a historical record. Glowery Ltd will maintain access to historic Patient Data where matters of insurance require its use for up to a period of ten years. The Clinic can access Patient Data for this period of time.
Patients can request that their Personal Data be removed from The Platform and can request to archive their Glowday Account. This will remove all data from The Platform, other than that held in Patient Records for medico-legal purposes.
DATA STORAGE AND PROTECTION
Patient Data held by Glowery Ltd can only be accessed by the patient via their verified, password- protected secure account and by the practitioner via their verified, password-protected secure account. Log in is handled by Microsoft Azure B2C. Glowery Ltd doesn't have access to practitioner or patient login credentials.
Data "in transit" between the patient account and the practitioner account is encrypted during transit to ensure secure transfer. Sensitive Patient Data is not sent via email or other non-secure methods. Data "at rest", i.e. once forms/patient notes/file uploads/photos have been completed, is stored anonymised and encrypted in FIPS 140-2 Level 2 compliant HSMs. is stored in EU Microsoft Cloud Servers. No data is held on local servers. When the Practitioner hands a device to a Patient to digitally sign forms, the platform must be locked by the Practitioner, preventing the Patient accessing any data that isn't their own.
Payments are handled solely by Stripe (https://stripe.com/gb). No patients payment/card data is held by Glowery Ltd. Any concerns relating to the processing of Patient Data should be sent to supporteglowday.com.
DATA RETENTION
We retain personal data for as long as necessary to fulfil the purposes for which it was collected. Historic Patient Data will be stored for up to ten years for insurance purposes.
INDIVIDUAL RIGHTS
Individuals have the following rights:
Right to access personal data
Right to rectification
Right to erasure
Right to restrict processing
Right to data portability
Right to object to processing
Rights related to automated decision-making and profiling
COMPLAINTS
If you have any concerns about how we handle your personal data, please contact us. We are registered with the Information Commissioner's Office. You also have the right to lodge a complaint with the ICO.
CHANGES TO THIS POLICY
We may update this policy from time to time. Any changes will be posted on our website.
CONTACT
For any questions or requests related to this policy, please contact Dr Caroline Warden Aesthetic Clinic at drcarolinewarden@doctors.org.uk
COMPLAINTS POLICY
AND PROTOCOL
Dr. Caroline Warden Aesthetic Clinic is committed to providing exceptional care and service to all our patients. We believe that effective complaint handling is essential to maintaining high standards and building trust. This policy outlines the procedures for handling complaints and ensures that all complaints are dealt with fairly, efficiently, and confidentially.
SCOPE
This policy applies to all complaints received by Dr Caroline Warden Aesthetic Clinic regarding the services provided. A complaint is defined as an expression of dissatisfaction with any aspect of the clinic's services, including but not limited to treatment outcomes, staff conduct, clinic facilities or administrative processes.
AIMS
To provide a clear and accessible process for clients to raise concerns.
To investigate complaints promptly and thoroughly.
To resolve complaints to the satisfaction of the client wherever possible.
To learn from complaints and improve our services.
COMPLAINT HANDLING PROCEDURE
1) Initial Complaint
All complaints should be directed, in writing, to Dr Caroline Warden at drcarolinewardenedoctors.org.uk The complaint will be acknowledged within 2 working days of receipt. The complainant will be informed of the complaints procedure and their right to escalate the complaint if necessary.
2) Investigation
A thorough investigation will be conducted into the complaint. Relevant staff members will be involved in the investigation as required. All information appropriate to the complaint will be gathered during the investigation and treated confidentially.
The investigation should be completed within 28 working days. Our insurance company Hamilton Fraser will be notified of the complaint.
3) Response
The complainant will be informed of the outcome of the investigation in writing. The response will outline the findings, any actions taken, and the steps to prevent a recurrence. The response should be provided within 7 working days of completing the investigation.
4) Resolution
Every effort will be made to resolve the complaint to the satisfaction of the complainant. If the complaint cannot be resolved to the complainant's satisfaction, they will be informed of their right to escalate the complaint to the relevant regulatory body.
5 Escalation
If a complaint cannot be resolved internally, the complainant has the right to escalate the matter to:
The Care Quality Commission (CQC) (if relevant)
The Information Commissioner's Office (ICO) if data protection is involved
GMC
LEARNING AND IMPROVEMENT
All complaints will be reviewed to identify areas for improvement Changes to policies or procedures will be implemented as necessary.
CONFIDENTIALITY
All information related to complaints will be treated confidentially. All complaints and responses will be documented and retained in accordance with data protection regulations.
MONITORING AND REVIEW
This policy will be reviewed annually to ensure its effectiveness. All staff members will receive training on the complaints handling procedure. By following this complaints policy, Dr Caroline Warden Aesthetic Clinic aims to provide a fair and transparent process for handling complaints and to continuously improve the quality of our services.