1. Arrangements for admission and discharge of clients

Our clients do not stay overnight with us. They call to book an appointment/arrange an appointment online with us. The access requirements will be discussed prior to a consultation being booked. They will have they temperature checked upon arrival fill out an up-to-date client record form and covid liability form. Consultations and treatments carried out. Our client will leave after they’re appointment time has finished. Our client will be given an opportunity to rebook before leaving and feedback from the appointment will be requested to ensure the client has had an enjoyable experience.

We will not be able to treat any clients with ‘white or red’ hairs for laser hair removal – This will be discussed during a consultation and alternative options offered.

Due to access limitations, we are unable to provide laser hair removal service to wheelchair users. We will not treat or provide consultations for anyone who may be under the influence of drugs or alcohol, and not of sound mind.

If a client is accompanied with a chaperone, we would discuss to the extent in which the patient can make a fully informed decision and would follow the correct routes, contacting the correct persons before deciding if the treatment can be provided. Full detailed notes and signatures would be needed, and the adult safeguarding policy and procedure followed where applicable.

2. Assessment, diagnosis and treatment of clients

A full client medical consultation and patch test carried out 48 hours prior to any treatment. The treatment procedure, timeline and realistic expectations will be discussed in full on consultation. Any questions the client have are answered to help the client make an informed decision. Should the client wish to proceed all documentation must be signed.

We advise the client to take a copy of all documentation, alternatively this can be provided at request. All pre and post treatment information is provided to the client ready for the treatment to be carried out.

We will ask about any medical, disability the client may have prior to treatment so that we can ensure nothing will affect the treatment plan and that the client is comfortable during treatment with us and to help provide a positive experience whilst with us. Mobility issues will be discussed prior to arrival for consultation ensuring they are aware that we cannot provide treatment to wheelchair users. We do have steep stairs in the main shop to access our lower level but arrangements can be made for alternative access prior to treatment and consultation when booked in advance. This is not open to general public only on requests.

Clients are checked for any medical/health changes at each subsequent visit and noted upon treatment plans. And any adjustments that need to be made will be discussed in full with the client before we move forward with our treatment plan. Client feedback is always welcomed and actively encouraged so we can continually improve our services.

A client register is filled out upon each visit with a note made of settings used, area treated and any adverse reactions or observations noted.

3. Quality and suitability of facilities and equipment, including maintenance

Service & maintenance for our machine is covered for the first 12 months by our laser machine provider Cosmeditech. We will continue this ongoing maintenance with them.

Our facilities and equipment are always cleaned to a very high standard by all our staff members before and after clients. Our towels are washed at 60 degrees with an antibacterial detergent. There is a Infection Control Schedule (cleaning & maintenance rota) for daily, weekly and monthly in place which is dated and initialled by those carrying out the activity.

The registered manager will carry out a monthly quality check of all machines and work spaces to ensure they are all clean, tidy and that the equipment is working correctly. Any issues will be noted on the Infection Control Schedule and issues wherever they may be will be addressed.

Quality & sustainability of facilities and equipment report is provided by our LPA.

Please find this information provided within this file.

4. Risk assessment of the operation of the service to all involved

Risk assessment of the Laser Hair Removal treatment operation to be provided by our LPA.

Our salon risk assessments will be found in our health and safety policy booklet provided by NHBF and is located under our desk.

5. Records management

We keep our client records confidential, secure, and protect the information from unauthorised disclosure. Our paper records are stored in a lockable cabinet. Any computer records are password protected. All documentation will be kept for a period of 8 years beginning on the last entry of the patients’ records.

All of our records are maintained to a high standard and are kept up to date on each subsequent visit. All copies per individual are kept together – IE There could be a different consultation form for each treatment dependant on company insurance requirements.

We also had to re patch test all on reopening the business after Covid. Clients also signed an up-to-date consultation form. These records have been updated.

It is the managers responsibility to oversee the safe keeping and quality of patient records kept within the establishment. Daily checks and weekly audits of the information is stored securely. The manager will check all signatures are in place, detailed notes of clients treatments, adverse reactions, settings used, areas treated and the patient register signed upon each visit.

6. Recruitment and induction

Our recruitment is done through two main outlets - social media and an external Job agency Indeed.

Our recruitment is done in line with safe recruitment practices – Including enhanced DBS checks see details below.

We clearly specify the minimum requirements for the role. Upon application we ask for a reference from the previous employer and a copy of the original certificates and well as proof of identification and HMRC details. If the applicant is successful, we will arrange working hours and training in house or externally if needed in specific departments.

An induction will take place over a week with our new member of staff where they will initially shadow a senior member of staff. They will be made aware of our business policy and procedures and what is expected of them within the workplace. The cleaning of the salon is very important. This helps minimise the risk of cross contamination and infection. It’s imperative the new staff member follows these protocols, and a cleaning list is provided. Fire exits, fire safety equipment and parking for our staff member is explained.

After induction the training the staff receive is ongoing. It’s important that they are kept up to date with new protocols, treatment outlines and products so they can always best advise their client.

Investing in our staff through training is an essential process to ensure development and up-skilling within the workplace and is part of continuous professional development. With enhanced knowledge and abilities is helps our business to achieve its objectives whilst creating a happy work environment for our staff and clients. Our staff retention and the high level of work provided within the workplace is a clear example of this.

Safe recruitment

The Beauty Rooms at The Nibblers Ltd ensures safe recruitment through the following processes:

• Correct Qualifications and Certifications (Originals checked)

• Interviews are conducted according to equal opportunity principles and interview questions are based on the relevant job description and person specification

• DBS checks will be conducted for specific roles for all staff (Specifically Laser Hair Removal) and working with vulnerable adults.

• No formal job offers are made until after checks for suitability are completed (including DBS For Laser Hair Removal Specifically) and 2 references). Ongoing monitoring and regular training reviews.

Disclosure and Barring Service and Recruitment

The Beauty Rooms at The Nibblers Ltd helps employers make safer recruitment decisions and prevents unsuitable people from working vulnerable groups.

In order to avoid DBS gaps (Specifically for laser hair removal), we will provide adequate training facilities at the highest level.

In addition to checks on recruitment for roles involving contact with children/ vulnerable adults, for established staff the following processes are in place – training and mentoring by manager and fellow staff

7. Research

Research is key to keeping our business up to date with trends, new treatments, brands and products. Its also important when launching a new brand/treatment to look at the local competition, pricing in and around the area for comparison. Most importantly to research the local rules, regulations, and legal requirements in that are in place and if it should affect the treatment/brand you are researching.

8. Health and Safety

Our salon Health & Safety policy states that our salon commits itself to complying with the Health and Safety at Work etc. Act 1974 and will provide the resources and actively seek the co-operation of all employees to meet this commitment. Management will ensure the implementation of the policy and requires everyone to actively implement and support the policy’s health and safety arrangements. Our policy will be reviewed annually and when there are any major changes to the business circumstances of the salon.

• We will bring this policy to the attention of all employees

• Carry out and regularly review risk assessments to identify appropriate solutions to reduce risk

• Communicate and consult with employees on health and safety matters

• Eliminate risks to health and safety, where possible, through the selection and design of materials, equipment and work procedures

• Ensure that emergency procedures are implemented to deal with health and safety issues

• Maintain the salon premises and work equipment in safe working order

• Only engage contractors who show commitment to health and safety

• Provide adequate resources to control the health and safety risks from salon activities

• Provide adequate training and ensure that all employees are competent to carry out their tasks

• Provide suitable and sufficient information, instruction, and supervision for all employees.

The salon requires all employees to conform with Sections 7 and 8 of the Health and Safety at Work etc. Act 1974. They are responsible for their own and other persons’ safety and for reporting any hazards.

Our NHBF Health & Safety policy booklet is available in our salon and located in our lockable cabinet under the desk.

9. Safe keeping of client possessions or property

Our clients will have their belongings with them for the entirety of the treatment. Treatments are carried out in a room with a closed door. If a client requests to leave the belongings with a staff member in their absence it is at their own risk and they have been advised of this. Staff have a secure room to leave their belongings in.

10. Medicine Management

We do not have medicines at our salon, so this is not applicable to us.

11. Infection Control

We have salon procedures in place for personal hygiene and for the control of infection risks.

These include:

• Wearing and changing gloves or other PPE as specified for each new client

• Making sure all used PPE is disposed of correctly.

• Regularly washing, moisturising, and drying hands

• Cleaning all equipment immediately after use in accordance with salon requirements, schedules using Antibacterial Spray, Barbicide or Surgical spirit.

• Disposing of used equipment and waste in appropriate waste containers – General Waste, Recycling, Contaminated Waste, Clinical Waste and Sharps Box.

• All bins are emptied and cleaned down with antibacterial spray at the end of each day.

• Floors and surfaces are all vacuumed and cleaned daily using an antibacterial product.

• Laundry is cleaned using an antibacterial product at 60 degrees

There is an Infection Control checklist that is dated and initialled by staff carrying out the required tasks and the required cleaning equipment to be used. The registered manager will do a monthly audit on quality checks of treatment rooms and equipment to ensure the quality of service and other service provisions are maintained to the highest standard. Any issues will be noted, addressed, and dealt with where applicable.

12. Audits

Financial audits are carried out by our accountant Richard Alsept Chartered Accountants.

The manager is responsible for overseeing the general upkeep of documentation, storage of documentation and correct disposal of confidential documentation. Daily spot checks are carried out to make sure all paperwork is up to date and stored correctly by each team member. A record is kept each time the documentation is checked or audited. It’s all stored in a lockable cabinet at the salon. The manager will check all signatures are in place, all notes are details and informative, the setting used & logged on the areas treated – including the patient register, any payments made, or outstanding and finance plans agreed.

It is also important that the regular assessing and monitoring of the quality of service is in place – the registered manager must identify, assess and manage the risks relating to health, welfare and the safety of patients with regards to equipment used, up to date relevant training, infection control, health and safety, fire safety and complaints. Records must be kept clearly updating these details. Where necessary and changes made to the treatment or care of a patient - any changes that have been made, detailed notes must be kept.

The registered person must send to the appropriate office of registration (HIW) a written annual assessment setting out any plans in place to further improve the standard of service provided to patients with a view to ensuring their health and welfare when requested to do so. The registered manager must take responsible steps to ensure that the annual return is not misleading or inaccurate. This annual return must be returned to the appropriate office within 28 days of receiving a request.

All documentation will be kept for a period of 8 years beginning on the last entry of the patients’ records.

13. Capacity to consent to treatment

All vulnerable adults will only be treated with a carer/chaperone present. All under 16’s must be accompanied by an adult. Anyone who we believe to be under the influence, intoxicated or not of sound mind will be refused treatment.

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.

14. Medical emergencies and in the event of fire

In case of an emergency staff are advised to seek the first aider Bethan Cairns Senior staff member (Or manager Carys Fitzgerald in Bethan’s absence) all clients to be removed safely from the building if necessary, immediately.

If this is a serious emergency to call 999. An accident book is provided under the counter of the desk in the lockable cabinet and must be entered.

Fire extinguishers are located throughout the building. A fire blanket is located under the sink.

Fire drill training provided every 6 months. Location of fire assembly point is outside front of shop, across the road next to Wilkinsons. Fire exists are located at the front of the shop and downstairs at the back entrance of the building.

15. Complaints Policy

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 over all client care.