PATIENT GUIDE
Name of Establishment or Agency: The Nibblers Ltd T/A The Beauty Rooms
Address and Postcode: 68 Holton Road, Barry, Vale of Glamorgan CF63 4HE
Telephone Number: 01446 736318
Email Address: Carys@TheNibblers.co.uk
Fax Number: N/A
Name Registered Manager/s: Carys Cheetham
Summary of Statement of Purpose
To provide Laser Hair Removal at a high standard of care following correct protocol according to our training and manufacturers guidance.
Ensure our clients privacy and dignity be respected in line with the Equality Act 2010
Ensure all PPE and Covid guidelines are met at all time whilst ensuring the salon is always keep to a high standard of cleanliness.
Ensure clients are provided with enough information to make an informed decision about their treatment plan. We will carry out a face-to-face consultation prior to laser treatment to discuss the skin/hair type of the client, risks, benefits, and likely outcome of the treatment offered. We will also detail the associated costs of this treatment plan.
All before and aftercare will be provided and instructions on how to prevent infection and aid healing following treatment. Advise on when to contact a GP will also be provided.
We will store the clients’ details and documentation in a lockable cabinet in line with the Data Protection Act 2018
Patient Accessibility -
Should you have any disabilities that need accommodating during your visit please let us know upon booking.
Unfortunately, we do not have wheelchair access available for our lower-level floor (Laser Hair Removal) however we can accommodate for alternative beauty therapies on our first floor level (IE Facials, Massage, Waxing etc)
Our internal main shop stairs are quite steep so should this pose a problem to you please do let us know upon booking and we can arrange lower ground access for you.
Parking is not available on site, however there is a carpark located on Thompson Street – This is the closest carpark. There is also a free carpark located by the central library by Kings Square. This is approx. a ten-minute walk away from us.
Terms and conditions
The cost of the treatments will be detailed clearly to all clients prior to treatment and the specific parameters will be discussed and established. There is an option of an individual session, a course of 3 or a course of 6.
The cost of a consultation and patch test is £10 which is required upon booking – this is non refundable or transferable.
There is a 48 hour cancellation notice required on all treatment bookings. Should this not be adhered to there is a £20 cancellation fee and thereafter the client will lose the session number. This allows us to manage our diaries effectively and being able to offer the time slot to another client.
A £20 fee will be charged if the client does not follow the treatment guidelines on tan on the skin and they have to be refused treatment on the day. Both fake and natural tan will compromise the client’s treatment and may miss a hair growth cycle whilst waiting for this to remove from the skin.
Methods of payment can be via card, PayPal or bacs transfer.
The course cost cannot be transferred to another client or treatment area once the sessions have commenced.
Refunds are only allowed in exceptional circumstances (IE where a complaint has been made and there is no alternative option that suits either party)
A refund will not be granted should the client fall pregnant during treatment. The treatment will be discontinued and re-commence post pregnancy. The client will be made aware they will no longer qualify for the guarantee if it is applicable as more sessions may be needed. This will be discussed prior to re commencement of treatment plan.
A payment plan can be offered on a course of 6 – this is dependant on choice of treatment area or package. There must be a 50% deposit to qualify for this and payment of the course must be made by the third sessions. The remaining 3 sessions are therefore paid in full in advance.
A client will have to pay another £10 consultation fee should they have not attended the salon for 6 months.
There is not an additional consultation fee if an existing client would like a new area patch tested.
contract between patients and service provider
We ensure that our client has read and fully understood our terms and conditions and privacy policy prior to booking a consultation or purchasing a treatment or product from us. Booking a treatment, making a payment to us indicates a client’s acceptance of our terms and conditions and privacy policy which also includes our Covid-19 terms and conditions. If booking a treatment, the client will also have accepted the terms and conditions set out in our fully informed consent form, before proceeding with the treatment.
Please see our Elysion Legal Consent form below which detailed all terms and conditions for our client to agree to and sign before commencing with treatment plans.
The Beauty Rooms Legal Consent Form for the Elysion Laser Diode Hair Removal
It is a requirement that before any procedure the client reads and signs a consent form. This disclosure is not meant to scare or alarm you; it is simply an effort to make you better informed so you may give or withhold your consent to the procedure.
I, (your name)______________________________ have been fully informed by the therapist and understand the following conditions relating to laser hair reduction:
I have answered all the questions regarding my health and skin correctly and to the best of my knowledge, as I am aware that some ailments and medication can affect the healing of the skin and response to the laser. It is my responsibility to ensure that I inform my laser operator if I begin a course of medication.
The cost of treatment has been advised and the specific treatment parameters have been discussed and established. I understand the prices quoted are per treatment/Service plan.
I understand that sun exposure and sunbeds on the treatment area are not permitted during my treatment course, and application of total sunblock must be used if exposure is unavoidable.
I understand that the last application of fake tan must be at least 2 weeks prior to treatment to ensure no residue is present on the skin. My therapist has the right to cancel an appointment on the day due to fake tan and I will have to pay a £20 cancellation fee.
If I am booking a holiday abroad, I understand that this will affect my treatment plan as my therapist can reschedule my treatment plan due to active tan and this may affect my overall results.
I understand that Fake tan and natural tan will compromise my treatment either by obliging the operator to reduce the settings to accommodate the tan or by having to wait for the tan to fade by which time the hair growth cycle will be missed.
It is my responsibility to advise my operator of any exposure to the sun or sunbed before and during the treatment course. I understand that failure to do so could have an adverse effect on my skin and possibly result in hyper-pigmentation.
I am aware that no waxing, plucking, threading or any method that involves removing hair by the root is acceptable throughout my treatment course. Shaving is acceptable.
For optimum results, all treatments must be done within 2 weeks of first noticing new re-growth or within 3 months (whichever the sooner). I understand the difference between new hairs and treated hairs.
For optimum results, I will need to have 6 treatments at the recommended settings. If the power is set lower at my request, I understand that the treatment may not be as effective.
I am aware that I will need to be re-test patched on the area if I don’t return to the salon within 6 month period. I also understand that I will need to have a test patch on any new area I am considering for treatment.
I have discussed, and am aware of the possible side effects of laser treatment as follows:
- redness, itching, and swelling are common side effects immediately after treatment and can sometimes occur up to 2 weeks following treatment
- it is usual and even desirable that there may be a fine, superficial brown scale or gravel rash on the skin the next day. This takes anything from a few days to a couple of weeks before totally disappearing
- Hyperpigmentation (increased browning of the skin) may occur especially on darker skin types and may take months to return to normal. In very rare instances, may be permanent
- Folliculitis (infected hair follicles) and acne can be stimulated with the laser, especially on male beards, back and chests. Other treatment regions on females, as well as males, can also be affected
- Bruising and delaying may occur post-treatment especially if the skin is susceptible to bruise easily and suffers with circulation problems such as Reynauds Syndrome. If mottling occurs, mild cases may resolve over time, but in some cases it may be permanent.
- In rare circumstances, it has been known for laser hair removal to stimulate hair growth in surrounding areas. If this occurs, it may be necessary to discontinue treatment and discuss alternative methods of permanent reduction
- There is a slight possibility that if the skin blisters a permanent mark may be left on the skin. Test patches are used to avoid overdosing the area to the extent that they may produce these undesirable effects
- I must ensure that I shave hair on the area to be treated prior to treatment, as if not this may increase sensitivity and/or cause a slight burning smell/and or my therapist has the right to refuse to treat the area.
- I am aware that if I’m having any intimate laser hair removal it is best to remove all underwear otherwise it may result in hair not being removed due to my therapist not being able to see certain areas correctly
- I am aware that if I have a tattoo/dark mole on an area, or close to an area that will be treated it is my responsibility to cover this prior to treatment. Your therapist cannot be held responsible for tattoo pigments being caught by the laser during sessions.
- I am aware that I will need to have a test patch for each area I intend on having treated. I understand that the initial test patch will cost £ 10. However, I will not be charged for any subsequent test patches I may require in the future.
- If for any reason I do not arrive for my appointment, or I do not give at least 48 hours notice to cancel an appointment I agree to a £20 cancellation fee before rescheduling for my next appointment.
I understand that if I fall pregnant during my treatment course, I will have to discontinue my treatment and re-commence post-pregnancy. I am aware that I will no longer qualify for the guarantee if it is applicable.
I understand The Beauty Rooms will not refund my treatment costs once the sessions have begun or transfer to another area for treatment, or another person.
I am aware that I should not be on any photosensitivity medication while undergoing a course of laser hair removal. And if I am I should immediately contact my therapist to make her aware and cancel the treatment plan until such time as my medical circumstances change. I am aware that if I have started a course of treatments and need to cancel and reschedule for a later date this will impact my overall results.
I understand that Laser Hair removal is a method of treating unwanted hair. Unwanted hair may be caused by medical conditions such as hirsutism, hypertrichosis and other disorders. Treatments using the Elysion Pro will not sure any medical conditions causing unwanted hair. The purpose of the treatment is to achieve cosmetic improvements by reducing hair growth follicles. I hereby authorise The Beauty Rooms at The Nibblers Ltd to treat me using the Elysion Pro and I understand the results may not be permanent or 100%. I also understand that the treatment may need to be performed in repeated sessions in the future to obtain optimal results.
I hereby accept that the essential information necessary to make an informed decision has been given to me. I have been fully informed of the risks that may be associated with laser hair removal as listed above and have had the opportunity to ask questions relating to the procedure I am about to undergo.
I understand that no warranty or guarantee has been made to me as a result or cure. It is possible that results might not come up to expectations or goals. The clinic will not be held financially liable provided treatments have been carried out in good faith.
I understand the treatment involves a course of treatments. The fee structure has been fully explained and I understand that I am required to pay for a course of treatments prior to any procedures taking place. I am fully aware that should I wish to cancel the course the outstanding treatment value is non-refundable/non-transferable.
Cancellation & Patch Test Costs Reiterated:
Patch Test £10 – Valid for all areas. Must be repaid after not visiting the salon for 6 months.
1st No Show, Cancellation or Rescheduling within 48 hours £20
2nd No Show, Cancellation or Rescheduling within 48 hours Laser Session Lost
3rd No Show, Cancellation or Rescheduling within 48 hours Laser Session Lost
Your course will be cancelled, and no refund offered should you continue to cancel without notice and no decision can be met following a discussion with your therapist. All cancellations made verbally must be followed up via social media messages, answerphone or text to discourage any time discrepancies.
COMPLAINTS PROCEDURE
The Beauty Rooms aim to ensure that all the services it provides are of
the highest quality. Excellent client care is at the heart of our businesses ethos and this will never be intentionally compromised. The Beauty Rooms aim to provide all clients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints quickly acknowledging any mistakes and rectifying them so that we can make improvements to our service.
The complaint’s full policy is available to clients when they first raise concerns about any aspect of the treatment or service they have received.
There will be 3 main stages to The Beauty Rooms complaint’s process as well as a formal complaints option;
Stage 1 – The Manager Carys is responsible for the operation of the complaints policy on a day-to-day basis and is the point of contact for clients and staff seeking assistance with complaints. The majority of complaints can be dealt with immediately by staff. Training and support are provided for staff to help them fulfil their responsibilities in this area.
Whatever the outcome, the relevant member of staff is responsible for ensuring that a complaints reporting form/details entered into the accident book. This is located under the shop desk in the lockable cabinet as is completed and given to the Manager Immediately.
The Manager will then contact the client by the close of business (Maximum twenty-four hours of the complaint being reported) to see if we can rectify the matter amicably using a fair and reasonable approach. Direct contact details will be provided for the client to keep in regular contact with. Photographs and evidence will/may be requested. Aftercare advice reiterated and advice to seek a GP if need be.
Stage 2 – Independent external review – If a decision cannot not be reached that our client was not happy with, we will, as be required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, refer the client to a certified alternative dispute resolution provider, Hair & Beauty Mediation. As mediators, they listen to both sides and help work towards a fair and reasonable compromise which is acceptable to both parties. It is not legally binding unless both parties agree on an outcome, but this will offer an alternative option than taking legal action. Any additional staff training that has been undertaken in response to this complaint will be relayed to our client. A letter will be sent to our client detailing this.
Hair & Beauty Mediation can be contacted by:
Phone: 01234 831965
Email: mediation@nhbf.co.uk
Website: www.nhbf.co.uk /complaint
Stage 3 – If we cannot, after mediation work towards to a fair and reasonable compromise that both parties are happy with then advise for our client to seek legal advice and to speak with HIW Health Inspectorate Wales. All details, including our insurance companies’ details would be provided for the client. HIW Health Inspectorate Wales and our Insurance company.
Heath Inspectorate for Wales, Rydycar Business Park, Merthyr Tydfil, CF48 1UZ Tel 0300 062 8163
Insurance – Policy Number BUK/211062 Beazley Solutions Ltd 22 Bishopsgate, London, EC2N 4BQ Phone 0207 667 0623
Formal Complaints – If a written complaint be received by either email or post it will be passed directly to the manager, if not already. Stage 1 will apply. Once received an investigation will take place and the client will be notified of an outcome, and we will explain how we aim to rectify this for them to a satisfactory manner including staff training and details of this provided to our client.
If, after following our formal complaints policy, we still can’t agree on how to resolve the complaint to our clients satisfaction we will implement stage 2. And thereafter, Stage 3 should they feel complaint is not dealt with to a satisfactory level.
We hope to resolve all matters within 8 weeks unless additional time requested to ADR or HIW.
At all times our client will be welcomed to provide feedback and how they feel we are resolving the matter. Our high level of customer service is always key to our overall client care.
SUMMARY OF PATIENTS VIEWS
Provided once available.
Registration Authority
Most recent HIW inspection report (once available) and information how a copy can be obtained.
Health Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
Email - HIW@gov.wales
Tel – 0300 062 816
A HIW Inspection report can be obtained using this link – https://hiw.org.uk/find-service
Date Patient Guide Written: 20.10.21
Author: Carys Cheetham, Manager