Patient Leaflet

Who are Adonia Aesthetics?
We are a medical aesthetic and skin health clinic based in the semi-rural village of Bromley Cross on the outskirts of Bolton. We offer our clients a variety of the latest non surgical Aesthetics and advanced skin treatments in a stylish, friendly, clinical setting. Our patients’ wellbeing is of utmost importance to us and we do not compromise on providing excellent non surgical procedures. At Adonia we provide all our patients with a free, no obligation consultation and endeavour to deliver the best and the most appropriate treatments to meet all our patients’ individual needs. It is Adonia’s ethos to provide our patients with the highest standards of care which is reflected in our highly qualified and experienced practitioners, the quality of our products and the evidence based aesthetic treatments that we provide in our beautiful clinic. We strive to be acknowledged by our patients, suppliers and regulators as a leader in our sector and to understand and exceed patient expectations delivering a service of high standard in line with professional standards and evidence-based treatments and advice. We are proud to be able to offer our patients a full range of non-surgical treatments which include:

• Botulinum Toxin Type A Treatments
• Dermal Filler Treatments
• Skin Health
• Chemical Skin Peels
• Plasma Rich Plasma Therapy
• Micro-needling Treatment
• LED Illumination Therapy
• Plasma Pen Treatments
• Sclerotherapy (Thread Vein) Removal
• Skin tag Removal

Our commitment to you
All patients are requested to give consent to receiving our care and treatment. Adonia Aesthetics take the protection of your personal data very seriously and we will process your personal data fairly, lawfully and transparently. For more information on how we collect your data and how it is used and stored please refer to our privacy policy. A copy is available for you to read on request.

Our staff team
All our staff are:
• Fully trained and experienced in their role
• On the relevant professional registers
• Are required to undergo stringent checks before being permitted to work for Adonia Aesthetics
• Keep up to date with their professional practice
• Are committed to delivering the best possible service for you
• Required to adhere to strict professional standards and ethics

Opening Hours:
Our opening hours are:
Monday: 10am – 3pm
Tuesday: 10am – 7pm
Wednesday: 10am – 3pm
Thursday: 10am – 7pm
Friday: 10am – 3pm
Saturday: Closed
Sunday: Closed

Arrangements for urgent and out-of-hours care
If you have an emergency concern, please contact our clinic immediately on our landline 01204 263263 or clinic mobile on 07525178697 to arrange an appointment so that we can assess your situation upon your arrival. We will do our very best to prioritise your case.
After emergency appointments, we would be very happy to schedule further visits to complete any necessary treatments.
If you need an emergency appointment out of our normal working clinic hours, please contact our clinic mobile on 07525178697. Our clinic mobile is staffed from 9am – 11pm 7 days a week.

Complaints Procedure
We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We try to ensure our patients are pleased with their experience of our service. We would like to ensure that a complaint is dealt with courteously, promptly and resolved as quickly as possible.

We assure all Patients that no-one will be victimised for making a complaint, and we encourage Patients to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage Patients to comment when relatively minor matters are a problem to them. It is our policy that all matters which disturb or upset a Patient should be reported, recorded, and corrective action should be taken in a caring and sensitive manner. Only in that way can we work towards meeting our aim of continuously improving our service.

Our commitment is that:
• All complaints will be taken seriously; You will receive a response within 24 hours of the complaint being made, and a final reply within 28 days.
• If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is.
• All complaints will be acted upon with fairness and impartiality.

• You will normally receive a response within 24 hours of the complaint being made, and a final reply within 28 days.
• If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is.
• Patients are entitled to involve an impartial third party in the complaint procedure if they so wish.

Patients and their representatives may take their complaints to persons in authority outside the Company if they are not satisfied with the response that they receive from us. To pursue a complaint please contact our manager who will deal with your concerns appropriately.
How we deal with aggressive behaviour or violence towards any of our staff We do not tolerate any aggressive behaviour or violence towards any of our staff. We define violence and aggression as:
• Actual or threatened physical assaults on staff
• Psychological abuse of staff
• Verbal abuse which includes shouting, swearing and gestures
• Threats against practice staff which occur in our practice
All incidents (however trivial) will be reported at once to our manager and recorded. In the event of any actual or threatened violence, the police will be called.

Equal Opportunities
You have the right to practise your beliefs, religion or culture without constraint by restrictive or discriminatory practice.

Complaints of discriminatory practice will be thoroughly investigated, and the results of the investigation made known to the complainant.

• Occasionally students (such as medical or nursing students) may wish to be present during your consultations.
• If you are not happy with this, please let us know.

• If you wish for a chaperone, please make this known to the receptionist and/or your clinician.

• We will do our best to provide for a chaperone, but you may wish to note that if this cannot be arranged immediately then it may be necessary to reschedule your appointment so that a chaperone can be provided.

• We will endeavour to provide a chaperone on request without charge, but if additional costs are incurred then these may need to be passed on to you after due notice.

• Please note that our clinicians may themselves arrange for a chaperone to be present during their consultations with you if this is required on the clinical or safety grounds.

Respect for others
• You are requested to afford the same courtesy to other Patients and staff as you would expect to receive yourself.
• Note that any loud or abusive behaviour will not be tolerated.
• Patients are not permitted to smoke on or near the premises.
• Patients who are under the influence of drink or self-harm substances may be asked to leave the premises.

• Our service will follow all reasonable safety precautions to protect against Coronavirus and other infectious diseases, but patients attend the clinic at their own risk.
• Patients will be expected to comply with our precautions against Coronavirus and other notifiable disease as a condition of attending our clinic.

Payment Arrangements:
• Details of your treatment fees will be notified in advance at your consultation. Fees can be paid by cash or card. Finance options are available – please ask reception for further details.
• If you have any queries or concerns, please let us know before your treatment begins.

Your rights to confidentiality will be safeguarded. We will not disclose any personal information about you to a third party unless this has been agreed with you. Agreement to disclose information should only be sought if it is for your benefit, e.g., for the purpose of assisting in your support. Our policy is that any information about you is strictly confidential and that maintaining a position of trust in this regard is paramount. However, because some information is relevant to providing quality support, such information will be shared with members of staff who may be supporting you. Visiting professionals and visitors requiring information will be referred in the first instance to the
Manager. You or, where appropriate, your principal Carer will be consulted where appropriate before information is released.

Information about you will be stored electronically and in some cases in paper form. Both forms are treated in the same strictly confidential way.

Information about you is needed in order to enable staff to provide proper support and treatment. Some of the information may also be used for other purposes, such as:

• Making sure our services meet your needs.
• Helping staff to review the support they provide to you to help them achieve the highest standards.
• Investigating complaints or legal claims.
• Auditing of our services.

Sometimes information about you needs to be passed on to other agencies or organisations, for example if you are receiving care or support from a GP or hospital. The types of organisations with whom we may share information about you are:

• GPs.
• Other health care professionals.
• Social Workers
• Care Quality Commission.

Further details about how we use your information are available in our Privacy Policy (available at policy or upon request)

Confidentiality and medical records

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
• To provide further medical treatment for you e.g. from district nurses, GP’s and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases.
• Anonymised patient information may also be used in audits or data collection from Medical Aesthetic Companies or for teaching purposes. If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the clinical staff.

Further details are available in our Privacy Notice which is available at:

Access to Records
In accordance with the Data Protection Act 1998, GDPR 2018 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the manager. No information will be released without the patient consent unless we are legally obliged to do so.