Abuse Policy\u00a0<\/strong><\/p> The Health and Safety Executive (HSE) define a violent or aggressive incident as: \u2018Any incident, in which a person is abused, threatened or assaulted in circumstances relating to their work. This can include verbal abuse or threats as well as physical attacks.\u2019 They define an incident as: \u2018An unwanted, unplanned event that has the potential to cause harm\/injury.\u2019 Examples of unacceptable behaviour are summarised below:\u00a0<\/span><\/p> Our clinical and administrative staff treat all patients with courtesy and respect and we ask the same in return. We ask that you treat your Practitioner and all other practice staff courteously \u2013 without violence, abuse or harassment.<\/span><\/p> The SYWL team have the right to provide treatments for others without fear of being attacked or abused. Any behaviour, verbal or physical which causes staff to feel uncomfortable, embarrassed or threatened, is unacceptable.<\/span><\/p> Our policy applies throughout the premises, including any car park and grounds. It also applies to any employee or partner away from the practice but only in so far as it relates to the business of the clinic.<\/span><\/p> Any instance or threat of physical abuse will be reported to the police. The offender will be removed from the premises by the police. The Client will be removed from our client list and will be refused any treatment in the future. <\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t Cancellation Policy\u00a0<\/b><\/p> Our booking and cancellation terms and conditions are below, if you have any questions about these terms please contact us. These terms and condition apply for bookings made directly through the clinic.<\/span><\/p> Making a booking directly through us<\/b><\/p> We accept bookings by phone and business Whatsapp 01352 372 237, email info@skinyouwilllove.com or message us through our Facebook page \u2018message us\u2019 tab @skin you will love, Instagram @skin_you_will_love or our contact us page on the website www.skinyouwilllove.com<\/span><\/p> We will require your full name, email address and a contact number to secure your booking. You will be sent a booking confirmation via email. Please notify us of any changes to your contact details. A 20% deposit will be requested to confirm your booking. Any appointments where the deposit has not been paid will potentially be cancelled unless you have contacted the salon to explain why you can\u2019t pay the deposit online and a separate agreement has been made.\u00a0<\/span><\/p> We recommend you book ahead, our advanced practitioners get booked up far in advance and we can get busy in peak periods. A\u00a0 good guide is 3-4 weeks ahead for specific therapists and 8-10 weeks ahead for christmas. Wedding bookings book 9 – 12 months ahead.<\/span><\/p> A 20% booking fee is required for all bookings, or 100% if you have no-showed 3 times.\u00a0<\/span><\/p> Group bookings of 4 or more require a 50% booking fee deposit on booking and balance 7 days prior to appointment.<\/span><\/p> We send complimentary appointment reminders by text and email.<\/span><\/p> We reserve the right to refuse bookings or treatment.<\/span><\/p> When booking via email or message, time slots offered to you will be held un til closing time on that day, then they will be released.<\/span><\/p> Whereby we are not able to honour a booking due to unforeseen circumstances you will be notified at the earliest convenience on the contact information you have provided us with. We\u2019ll do our best to re-arrange your appointment, you may be offered an alternative therapist, date or time. Any deposit taken or online deposits in this instance will not be lost.<\/span> Booking Fee<\/b><\/p> Booking fee’s are 20% of booking unless told otherwise. We may round this up\/down to nearest pound. Booking fee deposits can be paid by credit card, PayPal, bank transfer or cash. Booking fee deposits will be deducted from your total appointment bill when paying, leaving you with the remaining 80% to pay on the day of your appointment. All booking fee deposits are non-refundable if you cancel with less than 24 hours notice or fail to attend your appointment you will lose your booking fee.\u00a0 Booking fee’s will be refunded in full or transferred if re-scheduling your appointment before the 24 hour cancellation period. We know things crop up and we understand busy lives can mean changes to your schedule, find all the info you need for cancelling your appointment below<\/span><\/p> If you are unable to attend your appointment please notify us as soon as you can (more than 24 hours would be great), this helps us re-allocate your slot. You may know how busy we can get and how frustrating it is when we cant fit you in so this helps us free up spaces for those wanting to book.\u00a0 We will do our best to re-schedule you in at our next availability<\/span>.<\/span><\/p> Cancellations or amendments including cancelling part of a treatment with less than 24 hours notice or unattended appointments will result in the loss of your booking fee. Where a deposit has not been taken for your booking we reserve the right to cancel the treatment.<\/b><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t Client Possessions Policy<\/b><\/p> SYWL will not take responsibility for any client belongings during their time at the clinic, the belongings are the sole responsibility of the client or visitor to the clinic. Skin You Will Love Ltd and SYWL School of Aesthetics will not pay damages or losses of any personal items.<\/span><\/p> All property needs to remain with the client at all times. If items are left at the premises and we find them we will of course keep them safe but it will be the responsibility of the client to contact SYWL to see if we have the item\/s they are looking for.<\/span><\/p> The client or visitor will need to provide us with a description of the item\/s lost so we can make sure we are talking about the same item and to ensure that we are giving the right items to the right person.<\/span><\/p> It will be the individuals responsibility to collect the items from the clinic at a mutually convenient time.<\/span><\/p> Any enquiries about lost property should be emailed to info@skinyouwilllove.com<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t Clients Rights Policy<\/b><\/p> A client has the right to file a grievance either verbally or in writing or to have any other person or agency on behalf of the client file a grievance regarding denial or abuse of any client\u2019s rights.<\/span><\/p> Client Rights:<\/span><\/p> Each client receiving services from SYWL has all of the following rights:<\/span><\/p> In the salon industry, most client complaints are easily sorted out, but salons need to be aware that clients have new rights under the Consumer Rights Act 2015, which comes into effect on 1 October in England and Wales.<\/span><\/p> Under new legislation:<\/span><\/p> Complaints should be resolved within eight weeks. If the complaint hasn\u2019t been resolved by going through the salon\u2019s complaints procedure, we must provide the client with details of a certified Alternative Dispute Resolution (ADR) provider.<\/span><\/p> Alternative Dispute Resolution involves using a mediator as an alternative to taking expensive legal action, for example the client or the clinic going to the small claims court. A mediator is an independent third party who listens to both sides and helps the salon and the client work towards a fair and reasonable compromise which, if agreed, becomes legally binding.<\/span><\/p> We do not have to agree to use mediation \u2013 but we are obliged to tell clients who to go to and whether we would be willing to use the mediation service to settle the dispute. Although by law we do not have to use ADR, our refusal would have to be reasonable.<\/span><\/p> We would strive to resolve all complaints without the need for legal proceedings in order to obtain a resolution that would suit both parties.<\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t Clinical Governance and Quality Assurance Arrangements including Registered Provider visits (regulation 28)<\/b><\/p> In order to comply with regulation 28 of the Regulation and Inspection of Social Care (Wales) Act 2016 (\u2018the Act\u2019) which became applicable in this capacity from April 2019 there are a number of objectives that need to be achieved by Skin You Will Love Ltd and the Registered Manager, Jody Murphy.<\/span><\/p> Section 29(3) of the Act states that providers of regulated services and designated responsible individuals must have regard to this guidance in meeting requirements imposed by regulations under sections 27 and 28 of the Act. Jody Murphy is the Registered Manager and responsible individual for the standards of care provided within Skin You Will Love Ltd.<\/span><\/p> The intention of section 28 of The Act is to set out the duties placed on the designated responsible individual in relation to a regulated service. These duties include a requirement to supervise the management of the service including the appointment of a suitable and fit manager. The intention is to ensure that a designated person at an appropriately senior level holds accountability for both service quality and compliance and ensures that there is a clear chain of accountability linking the corporate responsibility of the service provider and the responsible individual with the role of the manager of the regulated service.<\/span><\/p> Under regulation 67 of The Act Jody Murphy as the responsible individual is also acting as the Registered Manager as a Co-director of the Clinic and overseeing the day to day activity.<\/span><\/p> Under regulation 68 of The Act Jody Murphy is deemed as fit and capable of running the business in line with the Statement of Purpose as the original founder of the company Jody Murphy knows every aspect of this company and the standards required.<\/span><\/p> Under regulation 72 of The Act if Jody Murphy is absent then Katie Tufts will ensure the service continues to runs smoothly as Co-Director of Skin You Will Love Ltd there isn\u2019t an individual more suitable for this role. Should there be unforseen circumstances or long periods of illness or absence for more than 28 days then this absence of the Registered Manager will be reported to Health Inspectorate Wales and inform them of the plans put in place in order for the service to continue running smoothly with the same high standards.<\/span><\/p> Under regulation 74 of The Act the Registered Manager will conduct quarterly reviews and create a report including details of staff turnover, sickness, complaints, inspection reports, inspection outcomes, or details of any improvements that need to be made in order to exceed required standards.<\/span><\/p> Under regulation 76 of The Act feedback from clients, self-employed staff and anyone who has any engagement by the business can be obtained and reviewed from many different channels including and not exclusive to social media messages, business WhatsApp messages, emails to <\/span>info@skinyouwilllove.com<\/span>, <\/span><\/a>written communication to Unit 2, Field Farm, Oakenholt Lane, Flint, CH6 5WX or verbally face to face or by telephone 01352 372 237. All feedback will be reviewed, trends identified and acted upon accordingly.<\/span><\/p> Under regulation 77 of The Act all records and data will be collated electronically using GDPR approved platforms for consent forms, booking details and will use a GDPR approved Amazon server to store any details of complaints under the clients consultation details or on a password protected drive used by the Registered Manager. An incident book will be kept on site for any incidents, actions and outcomes to be logged and this will be locked in a filing cabinet.<\/span><\/p>
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