Terms & Conditions

Payment & Cancellation

Full payment prior to appointment being booked.
Cancellation with more than 24 hours’ notice – 100% refund.
Cancellation within 24 hours 50% refund. If appointment is rescheduled and then cancelled again the 50% refund still applies 
Should Aspire need to cancel the appointment for any reason a full refund will be applied.

Complaints

We will always give the best service possible, but there may be times when you feel that this has not happened. This section explains what happens if you have a complaint about the service we provide for you. We hope that most problems can be sorted out quickly and easily, often at the time when they arise and with the person concerned. If the problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, as this will enable us to establish what happened more easily.

Who can make a complaint?

Complaints may be made by:

• Anyone directly affected by the way Aspire Health Clinic has carried out its functions.
• Anyone acting directly on such a person’s behalf (for example, parent, guardian, carer, advocate, other relative or the executor of an estate).
• Complainants may ask anyone to advise them how to express their complaint and to advocate for them during the investigation

We would hope that we would be able to resolve the majority of complaints and you can contact us directly via contact@aspirehealthclinic.co.uk. 

Confidentiality

We have to respect the rules of medical confidentiality and a patient’s written consent will be necessary if a complaint is not made by the patient in person.

Acknowledgement

Upon receipt of your complaint, we shall send you an acknowledgement within five working days. We hope that if you have an issue, you will use our practice complaints procedure as we believe this will give us the best chance of putting right whatever has gone wrong. However, this does not affect your right to complain to the appropriate authority if you feel that you cannot raise your complaint with us or you are dissatisfied with the result of the investigation.

Discrimination

It is against the law for private healthcare providers to discriminate against you, for example, because of your age, sex, sexual orientation, race, disability or religion. If you feel you have been discriminated against, you can complain about this. For more information, please look on the website of the Equality and Human Rights Commission at www.equalityhumanrights.com

Data & GDPR

Holding copy.