West Lodge Medical is a trading brand of Willis Clinics Limited
Terms and Conditions of Willis Clinics Limited
This document gives details of Willis Clinics Limited terms and conditions of service. If you require or need any clarification, please contact us and a member of staff will be happy to help you. Please be aware that any information provided through our web site or brochures does not constitute professional advice. No professional advice will be given without a direct one to one consultation with Dr Nicola Willis MB ChB, FRCA FICM or another medical professional working with the permission of Willis Clinics. Willis Clinics Limited is a private clinic and all treatments provided are on a private basis only. Please ensure that you have read and fully understood our terms and conditions prior to booking an appointment.
Special requirements
Please let us know if you have any special requirements such as a disability, hearing or sight difficulties or the need of an interpreter. Willis Clinics Limited can provide access to the treatment rooms for clients with wheelchair mobility needs. You must inform staff if you have any medication or food allergies and intolerances. Please inform us in advance if you are bringing someone with you who is under the age of 18 years so that we can make any necessary provisions.
Are you considering having treatments?
Here at Willis Clinics Limited your well-being and safety is our main priority, all our consultants hold a medical qualification and are professionally trained. All consultations are confidential and are either provided free of charge or for a pre-agreed fee. From initial consultations to follow up appointments, you will be given access to our consultants regarding treatment advice and care. During your consultation, you will be given the opportunity to view your consultants’ qualifications as well as being shown before and after photographic evidence of your consultants’ work if appropriate. Treatment procedures, possible side effects/ risks and realistic expectations will be discussed in detail with you during the consultation period. All questions regarding treatments will be answered honestly with the expectations of the client being the main priority. Following a detailed thorough consultation with your consultant, a treatment plan will be set by yourself and your consultant. Details of your treatment plan, pre and post-treatment advice and costs will be given to you. Some treatments can be performed on the day of your consultation if appropriate and if you are assessed as suitable.
What will happen when you attend the clinic?
When you arrive at the clinic you will be shown into the reception area. You may be asked to complete a client registration card and feel free to browse leaflets and photography. Dr Nicola Willis or your other nominated consultant will introduce themselves to you and you will receive a fully comprehensive, private, and unhurried consultation about the treatments that interest you or are suitable for you. We encourage clients and your relative or friend to get involved with your care at every point. Your treatment, procedure, and side effects, risks or complications and post treatment care as well the costs will be discussed, and a plan of care will be prepared with your full cooperation. Please feel free to ask questions and raise any concerns that you may have. We aim to alleviate all your concerns before you commit to having treatment. Some treatments can be performed on the same day as your consultation but only when you have fully understood about your treatment and Dr Willis feels that you are suitable.
Who will perform your consultation and treatments?
The majority of procedures are performed by Dr Nicola Willis MB ChB, FRCA FICM. Other consultants and doctors may also work from the clinic. In this case, their details can be found on the West Lodge Medical website – westlodgemedical.com
New clients’ medical assessment and consent
New clients are required to complete a written medical assessment containing questions relating to your past and current medical and medication history. This will allow us to assess your suitability for treatment. You will then have a series of photographs taken before any treatment is carried out. You will undergo a thorough consultation prior to having treatment and you will have the opportunity to discuss the treatment, your goals, expectations and ask any questions. During your consultation, you will be informed comprehensively if there are any risks associated with your treatment. You will be required to complete a consent form prior to having any treatment. Willis Clinics Limited complies with the data protection legislation. All information given to us by you, will be held in the strictest of confidence and under no circumstances whatsoever be passed onto any third party. Clinical records will be securely stored for a minimum of 9 years prior to final permanent disposal.
Treatment suitability
Prior to having treatment at Willis Clinics Limited will assess whether treatment is suitable and appropriate for you and likely to be successful. If you are not suitable for treatments, we will inform you of the reason why and you will be advised of a more suitable treatment or alternative. Willis Clinics Limited cannot guarantee that you will achieve the same results as promotional material such as brochures. We cannot guarantee the lasting effects of treatments; however, we will endeavour to give you an accurate treatment outcome whenever possible.
Treatment after care
Following your procedure, you will be given comprehensive advice and any special instructions, requirements and after care. You may require a follow up appointment and this will be made for you prior to you leaving the clinic. In some cases, you will be given a date when you will be required to call the clinic to make a follow up appointment.
Medical photography
Photographs may be taken before and in some cases after having treatments so that you can monitor the effects of your treatment. Your photographs will be kept in your notes and viewed only by your consultant and clinic staff who administer or who are involved with your treatment. You must give permission to allow the clinic to use your photographs in the clinic portfolio.
Chaperone service
You have the right to be accompanied by a chaperone during any examination or procedure. Willis Clinics can supply a suitably trained chaperone, or you can bring a family member or friend with you who can always stay with you - confidentiality permitting.
Limited liability
No client will receive any form of treatment at Willis Clinics Limited until the client has filled in an accurate and truthful medical assessment form, had any appropriate photographs taken and signed a consent form. This will be required after undergoing a full comprehensive consultation. Such details will form part of the clinic terms and conditions. The terms and conditions along with the consultation, medical assessment and consent forms represent the full agreement between Willis Clinics Limited and each client and no form can be amended without permission of Willis Clinics Limited. It is every client’s responsibility to ensure that Willis Clinics Limited has been provided with all relevant medical details prior to having treatment. Willis Clinics Limited will not be liable for any damage that occurs because of the client’s failure to disclose such details. The client hereby undertakes to comply with all instructions and recommendations given to them by Willis Clinics Limited regarding the after care of any treatment completed. Willis Clinics Limited accepts no liability of any kind incurred because of the client’s failure to follow such instructions and recommendations. In no event, shall Willis Clinics Limited be liable to the client for any loss, indirect or consequential loss or damage whatsoever.
Cancellation of appointments
Your appointment will be booked and reserved for you. It is your sole responsibility to attend your arranged appointment. If you are unable to attend your appointment, please give 48 hours notice in advance so that your appointment can be given to someone else. Should you cancel 2 appointments, to allow you to book a 3rdappointment, you will be charged a £50 deposit towards any treatments which you receive. Should you cancel this third appointment, you will not be offered another appointment. On very rare occasions that we may need to cancel or postpone your appointment we will make every effort to contact you well in advance of your appointment.
Making payments
Willis Clinics Limited accepts payment by card or cash. Cost of treatments and products supplied by Dr Nicola Willis can be found on Willis Clinics Limited website. Prices for treatments provided by other doctors or consultants will be agreed before your treatment plan begins. We operate the right to change prices from time and you will be informed about any price changes prior to having your treatment. Payments are made at the time of having treatment or making purchases.
Gift vouchers
Gift vouchers can be purchased towards any treatment or product provided by Dr Nicol Willis. You can purchase a gift voucher for any value by calling the clinic on 07710433362. Vouchers are non-refundable and cannot be exchanged for cash. Vouchers for specific clinic promotion or special offer cannot be used towards another treatment. If you use a gift voucher towards a treatment or product that is lower than the value of the gift voucher, no change will be given but you can obtain a credit for the remainder towards another treatment or product. All gift vouchers are valid for 12 months and treatment must be completed before the expiry date. Please allow 3 to 5 working days for processing an order for a gift voucher. Gift vouchers are currently not offered for treatments carried out by any other doctor or consultant.
Personal details
Willis Clinics Limited is committed to protecting our client’s privacy. We understand the importance of ensuring that the personal information entrusted to us is protected and respected and we therefore treat personal data in accordance with our obligations under the General Data Protection Regulation, in addition to our clinical confidential requirements.
Willis Clinics Limited is registered in Scotland with Company Number SC357712. Our registered office is 3 Wellington Square, Ayr, KA7 1EN. Our trading address is West Lodge Medical, Corraith, Symington, Kilmarnock, KA2 9AT. Our contact details are:
Dr Nicola Willis
Telephone: 07710 433362
Email:
Web: DrNicolaWillis.com
Facebook: Dr Nicola Willis
West Lodge Medical
Telephone: 07542 454040
Email:
Web: WestLodgeMedical.com
The following summarises our data protection policy, a copy of which is available upon request.
Information we collect from you:
We may collect and process the following personal information about you:
- Medical Records – Information must be collected as part of your registration with the clinic. This may include information such as your name, address, date of birth, e-mail address, phone number, next of kin, medical history and details of any treatments or procedures you have carried out at the clinic. It is very important that you provide full medical history, details of any medication that you are taking and any pregnancy status. Should these change in any way it is very important that you inform a member of staff. It is every client’s responsibility to inform the clinic of any changes in either your personal details or medical history. Please inform us of any change of address so that your records and our database can be amended.
If you choose not to provide us with this information, it may result in us being unable to provide treatment.
- Enquiries – We may record your details in order to track and follow-up on enquiries, in addition to scheduling appointments. This includes information such as your name, e-mail address or phone number.
If you choose not to provide us with this information for marketing purposes it will have no impact upon the provision of your treatment.
We currently collect no data relating from your use of our websites.
Uses made with the information you provide
When you provide personal information to us, the purpose for which you are providing the personal information will always be made clear.
We collect information from you when you make an enquiry, request an appointment or attend the clinic.
The information you give to us may be used for some or all of the following reasons:
- To assess and deliver treatments
- To provide you with the information, treatments, products and services that you request from us
- Internally, to inform decisions about our business operations or strategy
- To notify you about any changes to your appointment or our service
- To send you text notifications to remind you of any appointments booked with us
- To contact you for post-treatment follow up and care, including survey requests in order to improve our service
- To contact you from time to time to market other services, treatments and products we provide and think may be of interest to you.
Who we share your personal data with
We take our obligations under the General Data Protection Regulation and our clinical confidentiality requirements very seriously.
Sensitive information relating to your medical history will be kept confidential and will only be disclosed to the individuals involved with delivering your treatment.
We may share your personal information with:
- Other members of Willis Clinics Limited staff as part of your ongoing care provisions, or for the purpose of analysing the business
- Selected third parties, such as pharmacies for prescriptive purposes, in order to provide your agreed treatment. Opting out of sharing your information with these providers may affect our ability to treat you. All our suppliers are legally bound by the same strict confidentiality laws as Willis Clinics Limited.
There may also be circumstances where we are under a duty to disclose your personal information or share your personal information in order to comply with any legal or regulatory requirement, obligation or request.
Your information
We cannot guarantee that the information you send us over the internet is secure, but once we receive it we will take all reasonable steps to protect the information you supply to us. Willis Clinics Limited will not transfer your data outside of the European Economic Area. Backups of electronically stored data are taken regularly, with strong encryption used to protect all files.
Your rights
You have the right to ask us not to process your personal information, but where consent is withdrawn for the processing of personal data from your medical records, our ability to continue your treatments may be impaired.
Although Willis Clinics Limited does not currently use direct contact marketing, you have the right to ask us not to process your personal information for this purpose in the future. We will only contact you for marketing purposes if you have specifically opted in to receive such communications. If, in the future, you wish to stop receiving some or all marketing communications from us, you can let us know by email to
Our website may, from time to time, contain links to and from the websites of third parties. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
In some circumstances, you have the right to be forgotten and we will erase all data held about you. Medical records are exempt from erasure. Requests for erasure should be made in writing to and will be assessed on a case by case basis.
Access to information
The General Data Protection Regulation gives you the right to access information held about you. Any requests should be made in writing to Dr Nicola Willis, West Lodge Medical, Corraith, Symington, Kilmarnock, KA2 9AT. All records will be supplied within 1 month of receipt of the Subject Access Request.
All requests will be subject to the appropriate identification checks. There is no charge for receiving a copy of your records.
Infection control
The control of infection is a priority at Willis Clinics Limited and the incidence of infection is to date nil. We take great care to reduce the risk of any client contracting an infection by putting into place strict and effective training and discipline of all staff in accordance with NHS best practice recommendations.
Pregnancy and breastfeeding
Some of the treatments that we offer are unsuitable for anyone who is trying to conceive, are pregnant or breastfeeding. It is imperative that you inform a member of staff of your status prior to having treatments.
Queries and concerns
Willis Clinics Limited’s website, literature, leaflets and brochures have our contact details should you need advice out of clinic hours. The West Lodge Medical website includes similar information. Leave a clear message on the answer phone and a member of staff will return your call as soon as possible. If you feel you need to be seen by a doctor in an emergency, please contact your General Practitioner or go to your nearest Accident and Emergency department.
Suggestion form
Should you have any suggestions which may improve the clinic’s service, we would be grateful if you would complete a suggestion form that you can post completely anonymously in the suggestion box at reception, online or using the in-clinic app. The feedback that you provide about our staff and services will be useful in helping us to maintain and improve the quality of the service that we provide for you. All comments and suggestions are taken seriously and are vital to our drive in improving our service.
If you are happy with your experience at Willis Clinics Limited, then we would like to hear from you. Should you feel that you are dissatisfied with any of the care or treatment that you have received then we operate a complaints procedure. All complaints or concerns no matter how small are taken very seriously and will be dealt with quickly and effectively so that we can get it right.
Your rights to make a complaint
Willis Clinics Limited endeavours to treat all clients appropriately with fairness, dignity and compassion. We always take complaints about any aspect of our service very seriously, to ensure that every client always has only the very best experience. However, if you have an issue with the way that you have been treated, a member of staff, your treatment outcome or any other matter relating to your visit or treatment at Willis Clinics Limited you are entitled to make a complaint. You can make a complaint either verbally to a member of staff, by telephone call or in writing by post. Willis Clinics Limited has a complaints procedure in place and we make every effort to assist you to a speedy and satisfactory outcome. Once we have received your complaint you will be asked to attend a meeting within 14 days and you will be informed of the way that we intend to investigate the matter for you. During the investigation, you may be required to attend the clinic again for a consultation with the staff involved with your complaint. We will strive to resolve the situation for you as quickly as possible.
All independent healthcare services are regulated by Health Improvement Scotland and Willis Clinics Limited is registered with them. Health Improvement Scotland can accept complaints at any time regarding any healthcare service provider. Health Improvements Scotland’s contact details are:
Healthcare Improvement Scotland
Independent Healthcare Team
Gyle Square
1 South Gyle Crescent
Edinburgh
EH12 9EB
Tel: 0131 623 4342
Email:
Zero tolerance of abuse policy
At Willis Clinics Limited we operate a zero-tolerance policy of abuse to our staff and property in any of the following behaviours: being disrespectful to staff or shouting and arguing. In these or other situations Willis Clinics Limited reserves the right to refuse treatment and admission and you will be removed from the clinic client base.
Smoking policy
Willis Clinics Limited is a strictly no smoking premises.
Mother and baby facilities
Whenever possible it is advisable not to bring babies and small children to the clinic unless you have an accompanying responsible adult who can supervise a minor. It is impractical to always observe children and the clinic environment is unsuitable and may be dangerous for children. Willis Clinics Limited will not be held accountable or accept liability of any kind for any liability incurred because of children on the premises.
Statement of client’s rights
Willis Clinics Limited is committed to providing you with equality and comprehensive care that meets the standards of our profession. The following are your rights when receiving care with us: Respect and consideration, continuity of care, access to the right information, treatment plan, cost of treatments in advance, medical assessment, informed consent, access to your medical notes, instructions of post treatment care, copies of your photography, confidentiality, treatment without discrimination upon race, religion, gender, sexual orientation, disability, age or other.
