Patient Support

Adverse Reaction

If you believe you are having an adverse reaction to your treatment, which is outside of the listed common side effects, then please: • During opening hours call us immediately on 01785 657 888. • Out of hours inform us on the out of hours emergency number 07766246712, by email or visit your local hospital’s A&E. If you are able – please document your concern with photographs and email them to us. If you are asked to attend the clinic for a physical assessment, then you must do so, and provision will be made to see you quickly.

Complaint procedure

Everyone expects a positive experience and a good treatment outcome. However, the practice of aesthetic medicine is not an exact science as every individual responds differently to the same treatment. You may require an adjustment or for certain treatment types a reversal. Some treatments cannot be adjusted or reversed. If you are dissatisfied with the service, you have received you can request a copy of our complaints procedure and submit a complaint by email to info@estheva.co.uk

Consumer redress schemes

You may seek complaint resolution for: • Customer service – at the Cosmetic Redress Scheme: www.cosmeticredress.co.uk • Treatment outcomes – through Health Improvement Scotland at: www.healthcareimprovementscotland.org

Request for medical records

You may request a copy of your medical records, which incurs a £25 administration charge. You will need to attend a meeting to sign for the documents. Duty of Candour – Annual Report