Patient and Client Charter

These are standards that we set within the Skin&Spirit clinic for the benefit of you – our patients and clients.  

Following discussion with you, you will be treated by suitably qualified staff and given the best care.  No care or treatment will be given without your consent.  It is important that you understand all the information that you are given – if in doubt please ask.


We are committed in providing the best service that we can to everyone.  This means that we will endeavour to treat all patients as individuals and with the respect that they deserve.  We try to answer the telephone promptly; try to ensure that waiting times are kept to a minimum, and that patients and clients have access to urgent patient safety matters in a timely manner.

In order for us to achieve this we need your help as well.  Please let us know if you change any of your contact details – all of this information is of course treated confidentially.

Unacceptable Behaviour

Wherever possible all staff will do our utmost to safeguard your health, provide you with competent, professional service, respect your personal boundaries and treat you with courtesy at all times.  

Our staff are people too; please treat us with politeness and respect.  If you are abusive or repeatedly miss appointments, you are likely to be removed from our list.  Any acts of violence will be reported to the police.

Help us to help you

To help us provide you with the best care we can please:

  • Arrive on time for your appointments. If you are late, you may be asked to re-book!
  • Always cancel an appointment, if it is no longer required, so that another patient or client can use it.
  • Treat all staff with courtesy.
  • If you have more than one issue to discuss at nurse or therapist consultations, please let the receptionist know at the time of booking, so they can book your appointments appropriately.
  • Should you have a complaint or concern regarding our clinic, service or staff, please do raise a complaint by emailing, which will trigger our Complaints procedure.  We are committed to providing a response within 5 working days (for non patient safety matters).
  • For urgent patient safety and clinical matters, please ring the clinic on 01246 570170 and ask to speak to our Registered Nurse.  You will have been provided with the out of hours mobile number of our Registered Nurse as part of your aftercare information if your specific treatment warrants this.  Please only use this for emergency/urgent clinical or patient safety concerns.