If you are unable to attend an appointment already scheduled, please do try to give us as much notice as possible. To cancel an appointment please email admin@positivechangehealth.co.uk , with the subject heading ‘appointment cancellation’ stating your name, date of birth and full address or phone 0141 286 2106. We are happy to cancel and reschedule appointments at any time. There will be a charge depending on the time of cancellation. If you wish to cancel an appointment, please contact us using the contact details immediately.
In the event that we receive less than 48 hours notice of cancellation, this occurs a 100% cancellation charge i.e no refund will be issued.
Cancellations more than 48 hours in advance of the appointment date incur a £5 administration fee. This covers the charge we incur from our 3rd party payment provider, Stripe.
Rescheduling an appointment more than 2 working days in advance of the appointment date does not incur a fee.
Rescheduling an appointment less than 2 working days in advance of the appointment date incurs a 100% fee.
If you are late for an appointment, the pharmacist is not obliged to see you and you could lose your appointment time and forfeit any fee you have paid for the appointment. If you arrive late, and the pharmacist, is able to see you, your appointment will be shortened to complete at its original finish time.
You accept that due to the nature of healthcare services, we do not guarantee that an appointment will necessarily be kept at the exact time stipulated as the booked appointment, and there can potentially be a wait time.
Without limiting its other rights or remedies, Positive Change Health Ltd reserve the right to cancel an appointment by giving you 24 hours notice which may be via phone or sent via email, a SMS text message to the mobile phone number supplied by you.
No refunds
You agree to pay for the health care professional’s time for the consultation regardless of the outcome and accordingly we will not provide refunds for appointments already attended.
Updated: 12th March 2024
Positive Change Health Ltd
Complaints Policy
At Positive Change Health, we strive to provide high-quality healthcare services to all our patients and we are sorry that our service has not met your expectations.
Your feedback is important to us, and we are committed to addressing any concerns or complaints promptly and effectively. This Complaints Procedure outlines the steps you can take to raise a complaint and how we will handle it.
Informal Resolution:
– In many cases, issues can be resolved quickly and informally by speaking directly with the clinic manager
Formal Complaint Process:
– If your concern is not resolved informally or if you prefer to raise a formal complaint, you can do so by submitting a written complaint to the clinic manager kate@positivechangehealth.co.uk
– Your complaint should include details such as the nature of the issue, relevant dates, names of individuals involved, and any supporting documentation you may have.
Acknowledgment of Complaint:
– Upon receiving your complaint, we will acknowledge receipt promptly, usually within 24 hours, and provide you with information about the complaints process and expected timelines for resolution.
Investigation:
– Your complaint will be thoroughly investigated. This will include a review of processes and documentation and additional information as necessary.
– We may contact you for further clarification or to provide updates on the progress of the investigation.
Resolution and Response:
– Once the investigation is complete, we will provide you with a written response detailing the outcome of the investigation, any actions taken, and our proposed resolution to address your concerns.
– If the resolution requires further action or follow-up, we will outline the steps to be taken and the expected timeframe for completion.
Confidentiality and Privacy:
– We will treat your complaint with the utmost confidentiality and respect your privacy throughout the process. Only individuals directly involved in the investigation and resolution of your complaint will have access to the information provided.
Feedback and Improvement:
– We value your feedback and use complaints as an opportunity to identify areas for improvement and enhance the quality of our services. Your input is essential in helping us maintain high standards of care.
Updated: 12th March 2024
Positive Change Health Ltd